for their fleet list , so we can make sure that we do have those particular vehicles registered to them . The other opportunity a customer would have is through our portal , where bulletins are available that include the campaigns and recalls .
If a vehicle comes into your service center , is it automatically checked for open campaigns and recalls ?
Mailhot : If you purchase a used coach , you can inform our organization and we can make the switch over in our warranty department . A message to any operator : Make sure that the data is correct when you file a claim or warranty claim . It is very easy for that data , assigned to a VIN , to go sideways . Make sure your data is correct with your OEM .
After you are notified of an open campaign or recall , what is the typical availability for parts ?
Hitt : It depends on what the recall or the warranty bulletin is . To give you an example , maybe we have a warranty bulletin that is just a circuit breaker . In that case , we can pinpoint the production numbers of the affected vehicles by their delivery date and how the breakers were put in the coach . This is a supplier issue , so we are going to want those parts back . It is not good enough just to say we had 500 of them that went bad . We need to get those parts back to the supplier . That is key . If the recall was an installation problem , that becomes a kit along with that circuit breaker . So , we work very closely with our parts department and make sure that we have the parts in stock before we release the bulletin .
There is a good chance that we had the fix for the problem within a week or month of it happening , but a really good chance that we did not release the recall until two months later because we were busy getting parts in stock . We do not release the bulletins and the recalls until we have parts in stock . After we contact you about the recall , we put you in our system and make the notification . Then you can open an online warranty claim , order the parts , and we will pay for the parts and labor for the replacement .
Once you generate the list of affected vehicles , you rely on the operators to send back information of completion . What is your follow-up process ?
Anstead : We have in the past done multiple follow-ups depending on the urgency of the recall or campaign . Most of the time we will send out two notifications . We will follow up on the original notification within six weeks to two months if we have not heard back . Our field techs are constantly talking with customers . We supply them with support by stating what the campaign is and which of their customers still have vehicles incomplete , so that they can work with each one of those customers to help them get completed . In some cases , we have done the campaigns ourselves . We are not afraid of doing that . The campaigns are sent out so that we can ensure the reliability and the safety of the vehicles . We are continually working with our customers to get these done .
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