Customer Service
Who owns the missing parts scenarios when customers phone in?
Everyone.
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.
Customer bought a BD product from an unauthorized dealer and is submitting for warranty. They paid the retail price for it, but what do you tell them since it's an unauthorized dealer?
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.
Customer calls in and requests help with their core registration, what information should you give them to help get this through?
email cores@bddiesel.com
A local BD customer wants to bring parts in person for warranty. What is required of them to do so?
A legitimate RMA number we've created before their arrival. If they are adamant about doing it in person, we would communicate that to our in-house team downstairs before their arrival so they can expect it, and to an in-house person for Tech so they can be prepared.
High Idle Disabler List: Which doesn't belong
-Parking Brake Disengaged
-Vehicle Taken Out Of Park
-Catalyst Temperature Exceeded
- Transmission Fluid Temp Below 20* F
-Coolant Temp Exceeds 234* F
-Accelerator Pedal Depressed
-Vehicle Speed Is Not 0-MPH
- Transmission Fluid Temp Below 20* F
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.
How long should a new 68RFE be driven before heavy towing/hauling?
300 miles of stop-and-go driving for relearn.
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.
EEB doesn't fit 2007 5.9L truck, it's never going to work. Will accept "i'd verify fitment, first".
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.
A vehicle doesn't have an APPS for a universal BD exhaust brake. What is required?
Microswitch 1300420 and a custom bracket.
Will accept "switch and bracket".