Customer Service
What is "Acknowledge & Listen"
If a customer calls in for a labor reimbursement, the approval notes are in the RMA, and there is no CR00000xxxxx, who do you reach out to?
Anne Vincent.
This should be measured on a VGT turbocharger to verify signal
Actual & Desired Vane Position
This is how long our exhaust manifolds carry a parts warranty
3-years, 150,000 miles
This is what you do when the fuel line is hitting the back of the compressor cover on a LML Screamer
Bend it.
This was a change from Garrett and has nothing to do with our screamers. We start with stock replacement Garrett turbos for our product.
These are the required items we must obtain/complete before BD can process a warranty claim
Original purchase invoice, completed RMA form, 5106 submitted, and a check sheet if applicable.
What you should do if you're buried with work and cannot keep up
Call Artie.
If the truck starts and runs, but only acts up after driving under load, this is the most important fuel-system measurement to watch.
Fuel pressure
The unit failed, but the customer changed to a different manufacturer’s replacement before approval. What happens to the BD warranty claim?
Warranty contract is void and claim is terminated
What should a customer do if all six LED lights on their newly installed Throttle Sensitivity Booster are flashing?
Wait. Its storing pedal voltage data and will stop soon.
What should every support case have so someone else can pick it up without starting from zero?
NOTES NOTES NOTES
What you should do when a customer calls in and says their core will not register
Email cores@bddiesel.com
If the customer can get replacement parts from a known distributor, these are the two things we require if they choose to do so
Replacement Invoice and Replacement Serial number (if applicable)
On a 10R80, this code is located directly on the solenoid body and must be updated before the test drive if it was misplaced or not received.
What is the Solenoid Strategy code
A product is within the warranty period, but the customer is asking for towing, travel, hotel, and labor reimbursement before approval. What does the policy say about those costs?
Labor is not covered until the claim is approved, and incidental/consequential expenses are disclaimed.
This person is who handles the currency getting back to customers for refunds
Paige
This is how much governor pressure should be read on a 48re at 0mph
This is how long we pay for return freight after a purchase of a transmission on an approved claim
1 Year.
This is what you do when a customer's exhaust manifold is warped but they bought it on eBay
Confirm pricing from the receipt; if it's retail, you help them. If it isn't, you take care of them anyway but sell at a deep discount.
Transmission only has 100 miles on it, bought roughly 6-8 weeks ago. Cash customer needs a replacement unit asap as this is DOA. What do you do?
You don't. It isn't DOA, follow SOP for non-DOA units.
This is how much BD will pay for labor for a denied claim
Mention of policy is good because its a loaded question. Depends on thase case/client.