Warranty - Intermittent Problem/Component Claims

9215porsche01

February 11, 1992


Model
All

Part Identifier
All


Group
All

Number
9205


Subject: Intermittent Component Claims


ATTENTION: Service Manager/Warranty Administrator

A review of warranty claims processed during calendar year 1991 shows that the number of intermittent failures of various electronic components has nearly doubled, yet the number of overall claims has declined.

Many dealers have stated on Warranty Claim Review Forms (Appeals) that "the problem was intermittent" only after our Warranty Parts Testing Center had tested the part(s) and found them to be not defective. In addition, review of the Repair Order does not show that the problem was intermittent and actually was reported by customer as shown by the Complaint Cause, Correction sections of the Repair Order. In some instances, customers have been contacted to verify repair quality, satisfaction, and if the original reported problems were actually "intermittent" in nature.

This makes it extremely difficult for Porsche Cars N.A to process Warranty payments based on parts testing and to supply valuable Product Quality Support information to Porsche AG and its vendors.

Effective on claims submitted with dates AFTER 2-21-92, if the Parts Testing Center finds the part(s) in question to be not defective and "INTERMITTENT" is not listed on the Repair Order at the initial write-up (in the Complaint, Cause, Correction sections on the face of the Repair Order and if necessary, also on the rear of the Repair Order in the Technician notes section), the part(s) in question will be returned and claim payment will be denied.

Your cooperation will be appreciated.

Please advise all respective personnel accordingly.