Complaint, warranty and documentation of work
How good documentation protects the customer, the master, and yourself
The technical work is only half the task. The other half is documenting what was found done and recommended — so the customer the master and you yourself can trust what actually happened if the machine comes back with the same or a new problem.
§Why documentation matters
Without good documentation you stand weak if a customer later claims the fault was not corrected or that another fault already existed at delivery. With measurements, photos, and a clear description of the work performed, you and the workshop can document what the situation actually was and what was done about it.
§Warranty versus complaint
A warranty is a promise from the manufacturer or seller to fix certain faults within a given period often free of charge to the customer. A claim on the other hand is the customer's report that something is defective — regardless of whether there is a warranty period. The right to claim under purchase law regulations generally applies for up to two years from purchase while a warranty can be shorter or longer and has its own conditions. As a mechanic it is your task to document the fault objectively so the company can assess whether the case falls under warranty claim or is a paid repair.
- 01Note symptoms, measurements and error codes before you touch anything.
- 02Take pictures of the identified fault, preferably before and after repair.
- 03Write objectively: describe what you observed, not just your conclusion.
- 04Save replaced parts if a warranty claim requires them to be returned to the manufacturer.
§How to write a good job card
A work ticket should contain the customer's original fault description in their own words what you yourself found during inspection which parts and actions went into the repair and how you confirmed the fault was fixed. Write in a language both a colleague and the customer can understand — avoid abbreviations that only make sense to you.
§When a complaint case arises
If the machine comes back with the same or a related symptom, it is your previous documentation that determines how quickly the matter can be resolved. Compare the new findings with what was noted last — is it the same cause, a new fault, or consequential damage from something else? Precise records make this assessment much faster and more fair to the customer.
Good documentation is not bureaucracy for bureaucracy's sake. It is part of the craft — just as important as tightening a bolt correctly — because it protects all parties and makes future troubleshooting faster and more precise.