Identifying the Facts/Partial- Shared Responsibilities

Empowerment should be exercised when it appears that, in the interests of customer loyalty, an adjustment should be made. Empowerment should not be exercised to correct conditions occurring from aging, physical damage, lack of proper maintenance, or abuse. Vehicle concerns should be assessed on their own merits within the context of the current owner's reasonable expectations and with appropriate concern for the cost to GM.

In exercising your judgment in each case, the following questions are some which should be considered.

^ Is the vehicle covered by other service or extended warranty contracts? If "YES," repairs must be performed under that contract.

^ Does the vehicle show a lack of proper care and maintenance?

^ Is the overall condition of the vehicle such that the cost to repair will approximate the vehicle's value?

^ If the vehicle was purchased used by the current owner, is it likely the vehicle exhibited the condition before purchase?

^ Did the condition occur while the vehicle was in the possession of a second or third owner and no vehicle history is available?

^ Could the customer have done anything to prevent or cause the condition?

^ Has the vehicle been used in ways for which it was not intended?

^ Did the condition result from an after market conversion or alteration?

^ Did the condition result from the use of non-GM parts or accessories?

^ Is there evidence of odometer tampering or alteration?

^ Is the vehicle condition a normal operating characteristic?

^ Is the condition largely a result of unusual localized environmental, geographical or climate factors?

^ Additional questions when paint condition is the concern:

Is the condition largely the result of normal paint aging or environmental damage (fading, gloss loss, chalking, flaking, yellowing?)

^ Is the condition only on a physically damaged panel that the customer declines to repair?

The above list is not intended to be all inclusive. However, if the answer to any of these or similar questions is "yes," then it probably is not a concern you should address at General Motors expense.

Justifying empowered decisions with an opinion that "they're a good customer," without other supporting business reasons is not an acceptable practice. In such situations you can help strengthen your position by committing to an equally shared responsibility between GM and your dealer. If you cannot commit to a shared responsibility, then perhaps the correct decision should be one of offering no goodwill adjustment.

In situations beyond the warranty period, but within your claim authorization empowerment, customers have received value from the use of their vehicle. It may be reasonable to consider partial payment by the customer, dealer, and/or GM, thus sharing responsibility for the repair expense. Consider the interests of the customer, the dealership and General Motors when determining the sharing of costs. Use these guidelines to assist in the decision making process:

^ Determine what the customer expects before making an offer to assist.

^ Evaluate the reasonableness of the customer's expectations.

^ Determine what offer would satisfy the customer as a fair and equitable adjustment.

^ Make your evaluation of the situation through direct communication with the customer.

^ Always strive for a mutually acceptable agreement.

^ Using the rational of "because they are a good customer," if General Motors did not cover the repair, would you?

^ Would the dealership be willing to match what General Motors will pay?