The customer took delivery yesterday and now they're calling. They found something wrong with the vehicle — a noise they didn't notice, a feature that doesn't work, a cosmetic issue that wasn't disclosed, or a mechanical problem that showed up on the first drive.

Your response in the next 24 hours will determine whether this becomes a service opportunity or a crisis.

Take It Seriously, Immediately

The most common mistake dealerships make with post-delivery defects is slow or dismissive responses.

When the customer calls: "I'm really glad you called. I want to get this sorted out for you right away. Can you bring the vehicle in today or tomorrow so we can take a look?"

Fast response signals that you care. Delayed response signals that you don't — and every hour of waiting gives frustration time to build and social media time to look attractive.

Understand the Claim Before Reacting

Before you decide on a response, you need to understand specifically what the defect is.

• Is it a mechanical issue or a cosmetic one?
• Was it visible or discoverable before delivery?
• Is it covered under warranty (new vehicle warranty, CPO warranty, or dealer warranty)?
• Is it something that could have been caused by the customer after delivery?

Get the specifics from the customer on the call, then assess before making commitments.

The Warranty Situation

For new vehicles: almost everything is covered under the manufacturer's warranty. Direct the customer to your service department and make it easy.

For CPO vehicles: the CPO certification should cover mechanical defects that were supposed to have been inspected. If a covered component fails, the CPO warranty applies.

For as-is used vehicles: this is where it gets complicated. "As-is" means the customer accepted the vehicle in its condition at the time of sale. However, "as-is" does not protect dealers from fraudulent misrepresentation or concealment of known defects.

If the defect was known and not disclosed, you have a serious problem. If it's a genuinely new issue, the "as-is" protection may apply — but how you handle it still matters for the relationship.

The Goodwill Repair Decision

Even on an "as-is" vehicle, many dealers choose to make goodwill repairs on post-delivery defects discovered within a short window (typically 30 to 72 hours).

This costs money. But the cost of a goodwill repair is almost always less than the cost of a dispute, a bad review, or a regulatory complaint.

Your GM should have a policy on this. If not, get one. The decision parameters: age of defect, cost of repair, customer relationship, severity of the issue.

What to Say When You Can't Cover the Repair

If the vehicle is genuinely as-is, the defect is genuinely new, and you're not able to cover the repair, be honest — but be compassionate.

"I understand this is frustrating, especially since you just took delivery. This falls under the as-is terms of the sale, but I want to help make this as easy as possible. Let me see what I can do — our service department can take a look and give you a fair price on the repair."

That response doesn't promise coverage you can't provide but it keeps the relationship intact and offers real assistance.

Documentation Is Critical

For any post-delivery defect claim:

• Document when the customer called and what they reported
• Document when the vehicle was brought in
• Document what was found on inspection
• Document what action was taken

This protects you legally and creates a clear record of your response and good faith efforts.

FAQ

What if the customer says the defect was there at delivery but they didn't notice it? This is the gray area. If you have detailed inspection records and a signed delivery document, you have documentation. If you don't, your options are more limited. This is why thorough pre-delivery inspections and customer-signed condition acknowledgments matter.

What if the defect is caused by something the customer did after delivery? Investigate first. Don't accuse before you have evidence. If the evidence points to post-delivery cause (collision damage that's clearly fresh, improper modification), be factual about what you found.

Should we offer to pick up the vehicle for inspection? For high-value customers or significant defects, yes. This level of service is memorable and often prevents escalation.

What if the customer is already posting about it on social media? Respond publicly and promptly: "We've heard your concern and we're reaching out to resolve this immediately." Then follow up privately with urgency. Speed of response to social media complaints matters as much as the resolution.

At what point does a post-delivery defect become a lemon law situation? Lemon law applies to new vehicles and varies by state, typically involving repeated repair attempts for the same issue within a certain timeframe. If you're selling new vehicles and a customer is citing lemon law, get your GM and legal counsel involved.

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Post-delivery defect complaints are a test of your service culture. The stores that respond fast and solve problems earn customers for life. The ones that stall or deflect lose them and their network.

Train your team on customer complaint response and service scenarios with DealSpeak.