Why parts costs are not included

Everyone would like a scheme that included the cost of parts as well, but not the premiums involved. This is why many warranty companies get very awkward about authorising repairs for old cars claiming that the fault must be due to "wear and tear - high mileage or age" which is never covered, so the cost of a scheme that did cover parts honourably, for a Porsche, would be much too expensive.

However - paying for the parts is actually a very reasonable position. For example, if two identical cars were for sale, the only difference being that one had just had a new clutch, head gasket and engine oil seals etc and the other had not (because they hadn't failed yet), then the former would rightly cost more. If a customer bought the cheaper one and soon after needed these parts, his car would end up in the same condition as the more expensive one was originally. So - on this basis - it is not unreasonable for him to pay a small amount towards the cost for what will be a better car than it was for many more years and thousands of miles.

Another reason is because our intention is to take all the hassle out of warranty repairs and continue a friendly and helpful relationship with customers despite a problem arising with their car. If we had a much more expensive scheme covering parts as well, there would inevitably be some customers that tried to take advantage by asking for things that were not really necessary - like a new engine etc - which - if we were paying for everything - and if we genuinely thought it was unnecessary - we may have to refuse. This would defeat our objective and create friction between the customer and ourselves. Similarly we could expect huge requests for free replacements, just before a car was offered for general sale, that we may have to refuse on the grounds that they were not needed yet. In contrast, if a customer would like a worn part replacing before it was really necessary, we would be unlikely to agree if we were paying for the part, but happy to oblige if they were, since it makes little difference to our labour costs, whether we complete the repair then or in a few weeks time. So by requiring the customer to pay for the parts, they are unlikely to request anything unless it was really necessary and we are less likely to disagree over the timing or necessity. In this way we both manage to control unreasonable claims and carry out all the work that really is necessary at minimal cost and in a pleasant and friendly way that would in our view be impossible if parts were included.

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