Control quali
Page 24
If you've noticed an error in this article please click here to report it so we can fix it.
WARRANTY claims are the largest single cause of disputes and ill-feeling that arise between manufacturers and operators, says David G. Styles in the journal of the Institute of the Motor Industry.
Faults on the operators' side include a lack of communication, wrong specifications and buying down to a price. The dealerships are accused of unloading dead stock and not taking into consideration the operators' needs, while the manufacturers are said to have failed to produce effective quality control because of insufficient investment.
Mr Styles goes on to suggest ways of improving the situation. Mechanics should be product trained besides holding the basic national craftsman certificate.
Dealers should honour their responsibilities by holding sufficient stock to allow the buyer to be able to choose the vehicle to suit his needs.
Salesmen should be conversant with current legislation, the product they promote and the market they serve, while the buyer has a responsibility to ensure that the dealer understands his requirements and he must satisfy himself that sufficient back-up facilities like spare parts are available.