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Labor warranty

Discussion in 'In the Office' started by Numbfingers, Jan 4, 2019.

  1. Numbfingers

    Numbfingers Well-Known Member

    Joined:
    Oct 28, 2016
    Messages:
    114
    Occupation:
    mechanic
    Location:
    Alaska
    I want to get your guys take on warranty repair. If you install a customer-supplied reman injection pump from the dealer, and it fails in short time due to manufacturer defect, how do you handle the labor side of it for replacement since the dealer doesn't cover warranty on labor unless they installed it? Do you charge the customer, or eat the labor? First time this scenario and unsure what the norm is.
     
  2. MarshallPowerGen

    MarshallPowerGen Active Member

    Joined:
    Nov 27, 2017
    Messages:
    26
    Occupation:
    Field Service Tech
    Location:
    Missoula, MT
    Sounds like a pretty cut and dry customer pays the labor situation from how you've described it. I sure wouldn't be eating the labor outright, but if it's a repeat customer in good standing that makes you money, might cut them a deal on the second install.
     
    Numbfingers likes this.
  3. Birken Vogt

    Birken Vogt Charter Member

    Joined:
    Nov 30, 2003
    Messages:
    2,360
    Location:
    Grass Valley, Ca
    Failure of own workmanship = we eat the labor.

    Failure of part we sold = we eat the labor and try to get it back from the parts vendor if they want return business.

    Failure of others' (customer supplied) parts = just like a brand new job. We get paid by the hour to turn wrenches and if other people want to do things that result in more wrenches being turned then they pay for the wrench turners.
     
  4. Numbfingers

    Numbfingers Well-Known Member

    Joined:
    Oct 28, 2016
    Messages:
    114
    Occupation:
    mechanic
    Location:
    Alaska
    That's kinda what I was thinking. They're a good customer, probably cut them a break on the second install. Not going to change it in -20 weather for free. They are going to put up a nice big heater for me though..
     
    Jonas302 likes this.
  5. thepumpguysc

    thepumpguysc Senior Member

    Joined:
    Mar 18, 2010
    Messages:
    4,006
    Occupation:
    Master Inj.Pump rebuilder
    Location:
    Sunny South Carolina
    My thoughts exactly.. THEY PAY.. not your part..
    & send the msg home.. "if I had gotten the part".. U wanted to save a few $$ on the part.. but see where it got u.??
    Stay warm..
     
    Numbfingers likes this.