Originally Posted by Krazykatz911

This is incorrect.

Each dealer is different, but Service writers get a salary, plus a percentage of what the shop does monthly. This would include, warranty work, customer pay work, and internal work. Some dealers do it as a whole, like a team, or some do it by individual, but its the same pay whether is warranty work or not. They are NOT allowed to upsell warranty work but ALL manufacturers.

Meaning, They can't just recommend you an alignment under warranty, or "hey there is a TSB for a seat replacement". Even though they and the tech would get paid for the jobs, its "illegal" for warranty guidelines.

Customers have to actually have a "complaint" for things to be covered under warranty. So if the customer came in and said, my tires are wearing uneven, or pulling, the advisor would write it up as a warranty complaint.

Originally Posted by Krazykatz911

Technically that is correct. -But- With that said, something like that or something safety related that is caught under a dealership "complimentary safety check" can be added to the repair order. To add a warranty repair to a repair order without a customer specific complaint is a totally separate process. The advisor adds the line with the issue. The service manager has to verify it and initial/authorize the repair. Sometimes the customer would need to initial the add on as well. Keep in mind, this is NOT the dealerships choice. This is ALL the manufacturers.

When we would go through audits, the manufacturers always were all over the repair orders with add on warranty repairs, and would look for any mistakes to charge back the whole repair order to the dealership. For instance. We had a whole repair order charged back to the dealership because a small part was charged out on the wrong line!!!!

Manufacturers demand all warranty replaced parts back, even WIPER BLADES!! IF they find a part replaced that was not bad, they will charge the dealership back for the repair!

Trust me, warranty work pays well, and technicians and advisors love to do it because its not something they have to "sell" and customers are happy with getting repairs that are free done. Especially when Advisors and Technicians pay is based off the surveys customers get on satisfaction. Believe it or not, a perfect score on those surveys is passing, anything less then perfect is failing and hurts the advisor and technicians! A good portion of their pay is based on these surveys alone!

We, I, have never allowed a vehicle to leave that needed something repaired that was necessary. Where a dealer can get themselves into trouble is "selling" an alignment under warranty with no complaint or tire wear/safety reason to back it up. Or for example, Im test driving your vehicle and I feel the driver seat clunk around turns, but even though there is a TSB fix for this, the customer didn't complain about that issue and a technician/dealer cannot add it. (What I would do is tell the customer on the side about the issue and tell them to complain about it their next oil change, LOL) Some techs/advisors won't do this because in the past customers would call manufacturer to complain about something and throw the tech/advisor under the bus by saying "they told me to complain about it"