Contracted Maintenance and Warranties

If you find yourself being told from an equipment dealer that your equipment will not be warrantied if someone else performs the maintenance on the equipment in question, Than ask them what the Federal Trade Commission has to say about it, There is no particular regulations on forklifts, but I'm sure the same business ethics apply to the Material Handling Industry as to the person buying a $40,000. car. I have heard certain dealers are trying to give the impression to Customers that the dealer is the only one who can perform maintenance on new Equipment, It is true that they are the only ones who can perform Warranty Repairs, I just thought I would try and clear the Air little.(see attached)
  • Posted 23 Aug 2012 08:50
  • Discussion started by SirWorkalot
  • Tennessee, United States
Showing items 1 - 15 of 16 results.
in belguim the sold new trucks without warranties just on the parts the custumer does it all them self (large customer)
  • Posted 16 Sep 2012 17:41
  • Reply by AAPEE
  • Brussels, Belgium
you might also check with one of the advertisers here on forkliftaction.com, FleetNet America, Inc.
  • Posted 15 Sep 2012 10:18
  • Reply by edward_t
  • South Carolina, United States
"it's not rocket surgery"
You would need to speak with the Saleman at the dealership for the brand in question. Most brands have better warranties than they have ever had to offer.
  • Posted 15 Sep 2012 01:00
  • Reply by Budman
  • Alabama, United States
Thanks to both of you for the "education". Do the manufacturers or dealers have these warranties on their websites or would I have to speak with a salesman for further information? Also-I assume I'd have to talk with a salesman about pricing?
  • Posted 14 Sep 2012 23:37
  • Reply by bbforks
  • Pennsylvania, United States
bbforks (at) Hotmail (dot) com
Customers love technology- until they have to pay to fix it!
I'd like to jump in and add that some manufacturers are getting good at offering extended warranties in deals. I presently have numerous customers that have purchased 5 yr. 10,000 hour extended warranties that cover everything that the OEM standard warranty covers. Like our salesmen like to tell the customer "Bumper to bumper". There are many versions of this available.
  • Posted 14 Sep 2012 16:09
  • Reply by Budman
  • Alabama, United States
bbforks, most of the items covered under the "C.A.R.B."regulation, (emissions, lpg regulator, emissions control computers and tuneup) have a longer warranty period, in the USA. some up to 3 years and/or 3600 hours.
  • Posted 14 Sep 2012 10:05
  • Reply by edward_t
  • South Carolina, United States
"it's not rocket surgery"
Diego- very well said. Warranty periods (as far as I know) only last a year- bumper to bumper- & 2 years on drivetrain. correct me if I'm wrong. The potential costs of a denied warranty claim far outway the cost of Pm's during the warranty period. Even a small repair ( replacing a broken hose) can be construde as a non- factory repair if the exact type of factory hose isn't used. May sound stupid, but I've experienced such excuses.
  • Posted 14 Sep 2012 00:20
  • Reply by bbforks
  • Pennsylvania, United States
bbforks (at) Hotmail (dot) com
Customers love technology- until they have to pay to fix it!
I think some further explanation might be warranted here. The lift truck manufacturer has every right to designate who performs WARRANTY WORK. Most, if not all warranties specifically state that WARRANTY REPAIRS MUST BE performed by an Authorized Dealer. This is the normal process, just as a car or television or cell phone, etc. The manufacturer is paying the bill; they get to choose who they pay for that. That makes sense. The dealer that represents the manufacturer is obligated by contract, (law) to perform warranty repairs that fit within the definition of warranty.
Likewise, the lift truck owner has every right to choose who performs routine repairs, maintenance and other non-warranty repairs, assuming that those repairs are performed by someone qualified to make that repair. And, the scheduled service is performed on time and properly documented.
As Mr. bbforks and others pointed out, it is in the lift truck owners best interest to have the dealer perform any maintenance, other than very minor non-warranty repairs, during the warranty period. The dealer has access to training and service information that others may not have such as, recalls, service bulletins and proper repair techniques. Having a dealer do all the work during the warranty period helps to ensure that small problems don't become big problems later on, as they are in the best position to know how to solve them early on.
As a lift truck owner, if you are not satisfied with the dealer response then by all means, contact the manufacturer and work it out BEFORE it costs you money!
  • Posted 13 Sep 2012 23:36
  • Reply by Diego_deLavega
  • Kentucky, United States
I can tell you from personal experience that I've had dealers deny warranty claims because my customer had an independent working on their machine (me). It's happened a few times with different dealers (different makes & models). They found an excuse about how the machine wasn't repaired to factory standards because aftermarket parts were used (filters). Now, my customer certainly could call the manufacturer as you stated, but small- one forklift shop owners wear many hats & getting into a **** contest on warranty is time consuming & puts a bad taste in everyones mouth.

This is why I always advise my customer to have the dealer do all the PM's on the unit during the warranty period. Not only is there no question on warranty work, but also any updates/ recalls, etc can also be handled.
  • Posted 5 Sep 2012 10:53
  • Reply by bbforks
  • Pennsylvania, United States
bbforks (at) Hotmail (dot) com
Customers love technology- until they have to pay to fix it!
If a dealer is trying to deny warranty You need to call the manufacture of the unit. Manufactures will step in and resolve the problem. Dealers do not have the right to deny any warranty do to who service the Unit. They have a contract with the manufacture of the unit to do the warranty work. Is is not their right. and if a dealer is doing just that and the manufacture doesn't solve it. Their is what most call word of mouth. and make then at that time I would spread the word.

  • Posted 4 Sep 2012 23:13
  • Reply by Techhelp
  • Wisconsin, United States
The company that produced the forklift can deny warranty for use of improper weights of oils, hydraulic or engine, transmission, differential. If you are not the dealer it would be wise to obtain a specification sheet and stick to the weights and codes. The dealer may refuse to act but it would not be in their best interests. Most dealers I have dealt with will come check the unit and if the tech cannot see abuse or determine abuse, they file a warranty claim. It is up to the factory whether warranty is paid or not. If the factory denies the dealers warranty claim, the customer will be responsible for the cost of repairs. Many warranties do not cover the cost of fluids. Hyster corp. sent their dealers a letter about using the wrong viscosity of oil in engines and voiding said warranty. Under normal conditions, I don't see the factory refusing warranty, and would severely reprimand a dealer who refuses to check on a warranty issue. To many major accounts for any lift truck company do their own work for this to be an issue.
  • Posted 27 Aug 2012 09:39
  • Reply by meliftman
  • Alabama, United States
Elberta, Al.
Warranty may not pay as well as retail customer that calls for breakdowns, but it still pays.
If done well, like every other part of this industry, it will be a profit center for the dealer. If not, the dealer is doing LOTS wrong.
  • Posted 27 Aug 2012 08:43
  • Reply by edward_t
  • South Carolina, United States
"it's not rocket surgery"
Consumer protection laws do not apply to businesses. If a consumer (not a business) bought a forklift , then those laws would kick in. Businesses are governed by contractual law. Every transaction is supposed to be covered by a written contract (depending on the situation, a verbal contract can suffice, but it's not as binding as a written one).

I always advise my customers to have the dealer service any unit under warranty because I've seen the games some dealers play when it comes to warranty. If a dealer can get out of warranty work, they will- that has been my experience.
  • Posted 23 Aug 2012 23:28
  • Reply by bbforks
  • Pennsylvania, United States
  • Posted 23 Aug 2012 13:23
  • Modified 23 Aug 2012 13:38 by poster
  • Reply by SirWorkalot
  • Tennessee, United States
The customer is who decides who does the normal routine service work
The dealer will want it and will try to get it, but i do not think a covered warranty claim hinges on who does the service work on the truck.
We have customers that service their own trucks but we still do warranty claims for them as long as their techs don't damage the trucks original state, the tech services the truck as per the recommended maintenance specs,
and the failure cant be traced back to anything that the non-factory tech did or did not do.

it only can be covered by a qualified manufacturer dealership though.
I'm not sure exactly what the consumers rights are in the law when it pertains to warranties and dealerships, but i think a dealership can deny working on a truck if they choose to do so. I believe the factory is who is responsible for covering the warranty and any factory supported dealership can do it, but I don't think it would be in their best interest to turn down doing it. Being that the dealership is a representative of the factory they may be obligated to cover warranty.

A wise customer would use the dealership for his routine service during the warranty period, and hopefully from there on out. ;o)
  • Posted 23 Aug 2012 12:42
  • Modified 23 Aug 2012 13:08 by poster
  • Reply by Jplayer
  • North Carolina, United States
John Player Jr
LiftOne, LLC
Charlotte, NC
Email: jplayer@liftone.net

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