In your organization, please provide the names and titles of up to 5 people who are directly responsible for the company’s performance in the chosen category.
Julien Joly, Chief Operating Officer, 5 Years
Michael Smith, Vice President Operations, 10 Years
Richard Rubalcaba, Warranty Manager, 8 Years
What is your department’s support goal?
Provide a brief description of how the department functions, and how the functionality benefits your customers.
Directed Dealers have the right to expect an easy-to-understand warranty that supports our dealers business needs. We have drastically simplified and improved our warranty policy to better satisfy our dealers. In short, with our security and remote start products that are on our current price sheet or have been off the price sheet for less than 18 months, we will replace your returned unit with a new unit at no charge when you return a complete kit, no questions asked. Proof of purchase (consumer receipt) is no longer required in nearly all cases. Directeddealers.com makes warranty returns processing a snap. Place your warranty RMA online and we will process your exchange within 3 business days from the day we receive the returned product. If we have any questions about your return, we will contact you before we process your return.
What sets your department apart from competitors’ similar departments?
Online RMA Process, lets you see what you will get in return on line before you send the warranty in.
How has your department improved from 2011 to 2012?
Our dealers spoke out and we listened. Dealers can now create separate login accounts for their employees to process warranty orders giving them specific access only to certain section of our website www.directeddealers.com
What changes or improvements, if any, are planned for your department in the coming year?
Integrating www.directeddealers.com from your smartphone, making warranty processing a snap.