Originally Posted by softreset

When I worked on the warranty side of things, 95% of our claims were handled at the shop level. The manufacturer empowered me to make the call. It wasn't cost effective to ship the product, it was very rare that they'd request the product. Some warranty claim processes have evolved and there's a questionnaire you fill out, attach some photos and then mark the claim as honored or denied. Again, the judgement is done at the shop level in these scenarios. Occasionally the manufacturer gets involved, it depends on the product the nature of the issue and frequency of reports received from all retail channels. But who the customer is (big spender, noisy cricket, etc.) is irrelevant.

Originally Posted by softreset

Our notification policy was very simple. The claim is marked as approved/honored or denied. There were no additional specifics on why, what or how come. Whether we made the decision or the shop. It was a line item on a spreadsheet: Customer, Model, SN#, claim decision.

Originally Posted by dbf73

I was with you all the way to the last sentence. I think most people here have the experience that good normally non-complaining customers having a problem will get treated differently than habitual whiners.

Originally Posted by elquesifilma

Still waiting, i was told by performance DM they would contact me today.