Warranty, Documentation and Records
Warranty, documentation and records protect the customer, the dealer and the manufacturer. The exam tests warranty eligibility, claim form completion, supporting documents, part retention, data protection and record keeping.
Core rules
- Verify warranty start date, mileage, service history and exclusions before promising a warranty repair.
- Record VIN, registration, mileage in and out, complaint, cause, correction, labour operation and parts.
- Keep customer authorisation, repair order, invoice and diagnostic evidence; submit within the manufacturer deadline.
- Retain removed warranty parts as required and tag them to the claim.
- Protect personal data; share only on a need-to-know basis.
Worked example
A claim is rejected because the repair order shows 80,000 km but the claim form shows 62,000 km. The adviser corrects the form from the job order and attaches the mileage photo and service history. Reason: the mismatch breaks the audit trail; the claim must match the source documents.
Traps
Claiming wear items as warranty; missing customer signature; late submission; no part retention; overwriting records instead of correcting with an audit note.