Add-On Repairs

The Service Manager and/or Service Director must inspect and verify the potential add-on prior to commencement of the repair. If the service manager/director agrees with the diagnosis and suggested repair, they must then sign, date, and record time of day for the add-on. This must be done on the hard copy of the repair order. The Service Manager can designate another employee to handle such authorizations, but only under certain circumstances. These circumstances would include such things as vacation, sick days, extraordinary events causing absence of management. The Service Manager must then counter-sign, date and record time of day for these add-on authorizations upon their return.

The person authorizing the repair must not be the same person performing the repair and/or not be compensated for the additional work.

Other circumstances where an add-on repair would be allowed, with the Service Manager/Director’s prior approval, include:

•Customer calls back to add an additional concern to the repair order. In this case, the service advisor must document this on the repair order. The service manager is still required to approve this line.

•If not addressed, will lead to additional defect and higher warranty cost.

•If the defect will lead to future customer dissatisfaction.