The ‘warranty ghost’ is still alive in 2020, even though it was actually buried in 2002 with the so-called ‘Nissan case’.
When we started Digital-Servicebook in 2015, it was not because it was easy, but because it was necessary – and many laughed at us.
We saw a problem and found a solution that now, five years after the launch, must be said to be a success and without a single rejected warranty case in the whole world.
Five years ago Digital-Servicebook was a small new product but today we are the world’s largest supplier of service documentation.
We believed, and still believe, that the manufacturer-owned service books provide a false sense of security, as it is the consumer who must document service has been performed, which they cannot with the vast majority of car brands’ service books.
At the same time, it is the consumer who owns their data, which they often do not have access to or even know exists.
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We have taken the consumer and the EU requirements for documentation, warranty and GDPR as the starting point – and the fact the Digital-Servicebook is easy to use – that is the secret behind our success.
Why do car manufacturers make IT systems so troublesome to use that many garages completely abandon to use them?
Digitally, it is better to take the good old paper service book as starting point and then add the possibility of uploading the documentation that the consumer all over the world must bring with them if warranty questions arises.
Manufacturers, dealers, workshops and consumers are always able to see that service has been performed in Digital-Servicebook, and the consumer always has access to all the documentation that the workshop uploads – which can be handed out to the car manufacturer/car importer if a warranty question arises.
In fact, we are so proud of our great support throughout the automotive industry today that we are happy to start dialogues and warranty disputes with a manufacturer if this becomes relevant.
Related: All-makes and models ‘Digital-Servicebook’ launches in UK for independent garages
Consumers cannot understand – and find it unacceptable – that their branded retailer has not given them access to their data when a solution to this is found via Digital-Servicebook.
Our goal is not to get everyone involved but to offer solutions where the consumer is at the centre, which is easy to use and which gives the entire car industry a boost in quality and transparency.
As a workshop, you must use the solution that you think is best suited for your business and customers.
But I understand that in 2020, we still ask the question of warranty – it is “David’s battle against Goliath”.
Fortunately, we won the first five years, and we are no longer the little new product that many laughed at – we are a product that supports factory warranty worldwide, and we dare to speak highly of that warranty.
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