How do you manage warranties?

[Dave M]

Let's say you receive a call from a customer who says you did a repair for him 2 or maybe 3 years ago. The windshield has cracked and wants to know what your warranty is. How do you handle this and what steps are taken to confirm it's a warranty job? I'll answer my own question first and hope some others will chime in! I'm old school and no records are kept on my computer (if that is possible).
1. Get customers name and vehicle info.
2. Date repair was performed.
3. Does customer have copy of my invoice?
4. Where is the crack on windshield?
5. Set up appointment to inspect windshield.
I keep my ledgers and invoices for 5 years. If customers has no copy I can locate my invoice by date of repair and his last name.
An invoice copy or approximate date of repair are a must for me to uphold my warranty. I also must be able to inspect the windshield prior to replacement or warranty is void. At this step I look at my w/s diagram on the invoice (location of break)and compare to where the crack is on the w/s. If it's my failed repair (heaven forbid) I refund the customers cost of the repair.
This brings up another question......Have any of you had a failed repair that is now out of your state or so far away that you can't inspect the w/s?

[Dave M]

Wow!! Everyone must use the steps. Cool!

[Frank EU]

We basically use the same system. And have been doing so for some 15 years. We therefore are able to track and trace all our work.