Check the Part: Warranty Fraud and Returns [THA 438]
Thanks to our Partners, NAPA TRACS, and Today’s Class
The automotive parts industry faces a disproportionately high return rate compared to other sectors, driven by misdiagnoses, improper installations, and fraudulent returns. This creates a significant financial burden on manufacturers and the entire supply chain. In this podcast, the guests explore these challenges and emphasize the need for stronger collaboration and communication between manufacturers, distributors, and repair shops. They advocate for a “Check the Part” initiative, encouraging thorough quality checks, proper documentation, and accurate diagnosis to reduce return rates. By adopting these strategies and leveraging technology, the industry can improve profitability, reduce inefficiencies, and boost customer satisfaction.
Ryan Kooiman, Director of Training, Standard Motor Products. Ryan’s previous episodes HERE.
John Carney, President, FDP Friction Science
Michael Campana, Sr Manager of Quality Engineering, Dorman Products
Show Notes:
- Watch Full Video Episode
- https://checkthepart.com/
- Introduction (00:00:00)
- Impact of Warranty Costs and Identifying Return Reasons (00:04:40)
- Retailer Trial and Measurable Impact (00:06:37)
- Installation Best Practices and Logical Steps (00:07:55)
- Potential for QR Codes and Technology in Returns (00:08:40)
- Manufacturer Feedback and Data Analysis (00:10:41)
- QR Code Campaign and “You Can’t Know Everything” (00:15:59)
- Challenges with Technician Compliance (00:17:32)
- Box Swapping and Manufacturer Mismatches (00:20:39)
- Distribution Verification and Fraudulent Returns Statistics (00:21:36)
- Invalid Warranty Returns and Used OEM Parts (00:23:12)
- Reverse Distribution Inefficiencies and Cost Impact (00:24:28)
- Compressor Kits and Professionalism in Installation (00:26:14)
- Manufacturer Analysis and “Check the Part” Awareness (00:28:16)
- Actionable Steps for Installers and Documentation (00:29:01)
- Communication Between Shops, Distributors, and Manufacturers (00:31:55)
- Feedback Loops and Continuous Improvement (00:33:30)
- “Check the Part” Campaign Resources and Recognition (00:35:37)
Thanks to our Partner, NAPA TRACS
NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/
Thanks to our Partner, Today’s Class
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/
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About the author, Carm Capriotto, AAP
Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.
Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.
As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.
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