No Fault Found Policy

This policy offers up to 1.0 hour of diagnosis time for a No Fault Found (NFF) situation. The service advisor must gather as much information from the customer as possible to assist the technician during the diagnostic process and reduce the time that the vehicle is at the dealership. It is imperative that the technician document exactly what was performed during the diagnostic process. The repair order must meet all audit requirements.

Restrictions:

• A No Fault Found claim cannot be submitted for a Paint/Body related complaint and/ or Part Warranty situation.
• Concerns related to operating features of the vehicle should be addressed during the new vehicle delivery process and are NOT eligible under this policy.
• At the time a technician has determined that a customer complaint is now a NFF situation, they must involve the shop foreman or a Master Maserati technician in the final diagnosis.
• A No Fault Found claim can only be claimed during the New Vehicle Contractual Warranty; cannot be submitted on in-stock units, demo vehicles, or during applicable CPO or Extended Warranties.
• No Fault Found claims cannot exceed 1.0 hour of labor

All No Fault Found claims are subject to audit and must have the following:

1. Detailed explanation(s) of the customer complaint
2. Technician comments must explain all operations performed
3. All diagnostic tool printouts must be attached to the repair order, when applicable
4. Technician must have separate punch flags
5. Service Manager must sign and date the line on the RO hard copy

Generating a No Fault Found claim in Modis CS+:

• Component Code = Choose the component area related to the customer complaint
• Labor Operation = Claim as actual straight time
• Defect Code = 100 (No Fault Found)
• Cost Code = 16