Repeat Repairs / Comebacks

To reduce the likelihood of repeat repairs, the following procedures should be followed:

The owner’s concern should be recorded in sufficient detail to increase the chance of the technician duplicating the concern. Only the concern and the conditions under which it occurs should be recorded; the vehicle should not be diagnosed by the service advisor.

The technician should document the tests and results on the back of the hard copy. Only technicians with proper training should be assigned to work on the vehicle. Assembly replacements should be approved and initiated by the management prior to installation in a vehicle. If a customer returns with the same or a similar concern, every effort should be made to return the vehicle to the original diagnosing technician. The service file should be reviewed and, a determination made, as to whether the repair is a comeback. This information should be entered in the shop comeback log.

The repair must be verified by the dealership’s quality control representative before returning the vehicle to the customer. Time punching is essential even for shop comebacks. It is important for dealership management to know how much productive time is lost as a result of repeat repairs.

If a vehicle requires the same repair, as the result of one or more of the following reasons, the claim is subject to charge back:

• Misdiagnosis

• Improper inspection/diagnosis

• Improper repair procedure

• Workmanship of a part or repair not supplied by Maserati (i.e., sublet repairs)

• Disassembling parts not serviceable will result in a chargeback - when in doubt refer to the parts catalog and service manual to see if the component is serviceable.