Further thoughts on warranties
In September, I wrote a column about automobile warranties and today I want to continue the discussion on this important topic.
A common question dealers are asked about warranties is: “If I don’t service my vehicle at the dealership, will my warranty be void?”
The answer is no. Car owners have a responsibility to maintain their vehicle, but the car belongs to them. No warranty book or car manual instructs car owners they must service their car at a dealership.
A franchised new-car dealership will earn your maintenance business with outstanding service and competitive pricing.
With regard to a manufacturer’s warranty, we should clarify the terms “void” and “denied.” A manufacturer’s warranty cannot be voided.
A warranty claim, however, can be denied if the part failure in question is not caused by defective material or workmanship.
It’s common knowledge that vehicles require oil changes, but other fluids require changing and/or checking, too.
These include transmission oil, engine coolant, brake fluid, powersteering fluid, differential oil and 4wd transfer-case oil.
Occasionally, we encounter situations where an engine or transmission is destroyed because of a failure to change the fluid, as required, under the warranty requirements. If a transmission blows at 96,000 kilometres and the owner missed changing the fluid at 30,000 kms, 60,000 kms and 90,000 kms, he/she will probably be denied warranty coverage.
This would obviously be a case of owner neglect, not a manufacturing defect.
In the past decade or so, we have seen an increase in the number of independent express lube companies that provide motorists with convenient oil-change services. Consumers who visit these express lube services are often under the impression that their vehicles are being fully serviced with these frequent engine oil changes.
When these customers are informed that they need additional service work (such as a transmission oil change), they will frequently avoid such service, vowing to have it performed at a later date.
But months will go by and the transmission fluid still hasn’t been changed.
By continuing to avoid a manufacturer’s recommended fluid change, it puts a vehicle at risk of a major transmission failure, which will require thousands of dollars to repair.
In such cases, the car owner will go to their local dealership complaining that he/she never received notification about changing the transmission fluid, when in fact they had been informed about it at the express lube service.
If you own a vehicle, it is your responsibility to follow the manufacturer’s maintenance schedule so it continues to operate efficiently and reliably.
Most dealers provide customers with a copy of a recommended maintenance schedule at the time of delivery.
Dealerships don’t enjoy telling a customer whose vehicle is under warranty that he/she will have to pay several thousands of dollars in repairs just because that customer neglected to service the car properly.
When a major lubricated component fails, the manufacturer will request proof of maintenance before authorizing costly warranty repairs.
If you have all of your required service performed at one dealership, that dealer will have all of your service records available to prove that the necessary maintenance has been done, as per the manufacturer’s requirements.
For those interested in pursuing a career in the automotive industry, the Trillium Automobile Dealers Association is hosting three Job & Career Information Fairs throughout Ontario this fall. For more information, visit carsandjobs.com. This column represents the views of TADA. Email president@tada.ca or go to tada.ca. Doug Sullivan is president of the Trillium Automobile Dealers Association. He is a new-car dealer in Huntsville, Ont.