The Job Order in the vehicle after-sales; this stranger…

Photo by kekko64

The Job Order (JO), which we know in the reality of the vehicle after-sales, it’s too often “snubbed” and the consequences of an improper use or an incorrect filling out are underestimated.

Starting from its definition, it is a contract of performance of work and as such it is regulated from the current legislation. In particular we refer to the art. 1519 bis of the Civil Code (Italian Code) , article which was modified after the implementation of the Directive 1999/44/CE of the so called “Consumer Code“.

The art. 1519 bis “… regulates certain aspects of the Sales Contracts such as guarantees about consumer goods”.

We talk about contract because there are all the data of the customer and of the car on which the work is based:

  • Customer personal data;
  • Email address;
  • Telephone number (maybe mobile);
  • Frame;
  • Vehicle number plate;
  • Type of model;
  • Distance;
  • Date of entry in the workshop.

To these data follow the information about the workshop and, after the acceptance process about the job order, there is the registration of all the “problems”  shown by the customer that the Acceptor will record after the verification with the same customer.

As shown, only the registration of all these information should underline how important is the right filling out of the worker order from both the contractors.

The Acceptor in particular, or who for him, on behalf of the workshop/dealer, registers these information very carefully so that the Customer could allow them to work with the vehicle, fixing/restoring the functionality of the car compared to what was reported.

The signature of the customer is important both for paid interventions and for those under warranty.

In both the situation, that signature attests that in the entrance day, with that distance, the customer has left his vehicle in the workshop to fix the problems shown.
Furthermore, even more important today, it is the signature, which expresses the agreement of the customer about the privacy policy of the date saved in the worker order.

lavoro

Photo by Risk Management

It is important to remember how, in case of the absence of such consent, car manufacturers could not use those data and send offers e-mails, make customer satisfaction calls for Net Promoter Score or new initiatives.

The customer signature is important because, as already said, it shows the customer agreement about the fault/complaint and in case during the repair phase there are additional inconveniencies, it is advisable to countersign them to the customer at the redelivery phase.
A lack of signature could be a source of judicial litigation, as the repairer performs an unforeseen repair, if not a necessary security for the use of the same vehicle.

Being a contract must be completed and signed by both parties, so that beyond the signature of the customer it is also important the signature of the Tester.
The affixing of this signature certifies that the vehicle has been restored and complies with the rules of the Highway Code and can return to circulation.

This means that, normally, a car should not be left out of a workshop if it has a light on, whether it is related to the normal maintenance (SERVICE LIGHT), or even more serious to safety components i.e. ABS light and / or BRAKE INDICATOR.

All this because if the customer finds a malfunction of the vehicle, the repairer will be arraigned to demonstrate how he performed all the repair procedures “in accordance with best practics“.

The verification that the work was done “in accordance with best practice“, is based on:

  • The signature of the Tester;
  • The diagnostic prints made that testify both the problems and their resolutions;
  • The correct recording of the throughput time, consistent with the provisions of the car manufacturer ;
  • On the redelivery day, the absence of any recall campaigns on the vehicle.

Only in this way, with the paper certification of these verifications, you can avoid judicial litigation or you can demonstrate the full success of the reparation having done everything, which had been agreed.

Translated by Federica Izzo

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