Consumers Facing a Dangerous Recall:
In the era of rapid technological advancement, businesses are increasingly integrating artificial intelligence (AI) and bots into their customer service operations. While these tools offer efficiency and cost-saving benefits, their application, especially as primary support in call centers, raises significant concerns. This is particularly evident in sensitive situations like automotive recalls, where the human touch is irreplaceable.
Recall Masters knows that appointment conversion is key. When a consumer decides to take action – calls or texts into a recall scheduling center – it’s a rare event that cannot be left to anyone but a knowledgeable live agent based in the United States. Even when these vehicle owners get engaged and are interested in the details of a recall, it doesn’t always lead to a schedule repair appointment. We’ve mastered the process.
To safeguard your brand, deliver an exceptional customer service experience and secure more scheduled repair appointments, our Contact Center manages all inquiries leveraging knowledgeable live agents based out of our US facility. Listen to some calls that will give you a sampling of the complexity. You’ll agree – only live agents will do!
BMW Owner Almost Slips Through the Cracks – Lapsed
Revenue: $2,106 in Warranty, $1,924 in CP, for a total service revenue of $4,030
Call Notes: When Josh A. heard about a possible recall on his 2016 BMW 535D SEDAN, he called BMW of Gwinnett Place directly, not the Recall Department hotline managed by RM’s Contact Center. As is the case with most dealership staff, their information was incorrect and Josh was told there was no recall. Shortly, thereafter, he received our recall notification and reached a better-informed team, who then walked him through the recall and scheduled his repair appointment, which also included a check of an engine light. Call has been truncated for marketing purposes.
Forester Owner Looking for a New Home Dealership – Prospect
Revenue: $612 in Warranty, $4,740 in CP, for a total service of $5,352
Call Notes: It’s common knowledge in the auto industry – Subaru owners are loyal to the brand. But what if a new owner moved to a new location or purchased the vehicle in the secondary market? Those owners don’t have a relationship with a Subaru retailer and often slip into servicing in the aftermarket. This was the case for Walid B., who was driving her 2017 Subaru FORESTER 2.5I for more than a year without any knowledge of an open recall. RM was able to locate her and schedule a recall repair. As the vehicle had more than 120K miles, she also opted in for some additional work. Call has been truncated for marketing purposes.
Recall Missed, but Parts Now Available – Recent
Revenue: $1,769 in Warranty
Call Notes: What happens when an owner finally takes action on a recall, then parts aren’t available? It’s a lost opportunity that can also be a confidence setback, but a reminder that vigilance pays off. This recall campaign was originally announced in 2017, yet Diana H., the owner of a 2013 Ford Fusion, didn’t visit the dealership unannounced until August 2024. Parts weren’t available at that time and it took another 7 months of communication for her to schedule the appointment. The call sheds light on her busy schedule and limited time, but, eventually, the recall was cleared. Call has been truncated for marketing purposes.
Full Engine Replacement – Prospect
Revenue: $8,293 in Warranty
Call Notes: Alicia A. is facing a full engine replacement recall for her 2015 HYUNDAI Sonata. While there’s a lot of warranty revenue associated with a recall like this, a vehicle owner who has never visited the dealer previously has a lot of trepidation. RM’s Contact Center, on behalf of Humble Hyundai (a Potamkin Auto Group store), answered 18 minutes worth of questions, gathered new account contact information for her, discussed the service visit and informed her of the 4 open recalls pertaining to her out-of-warranty vehicle. Call has been truncated for marketing purposes.
Small Recall Repair Leads to Big CP – SNS
Revenue: $246 in Warranty, $4,256 in CP, for a total service of $4,502
Call Notes: Mark S. bought his 2013 Toyota RAV4 new from DCH Brunswick Toyota (a Lithia store) and never came back for service. Fast forward 12 years later and he’s now facing a recall, an unsecured battery that could cause a short circuit. While the safety risk is high, the remedy only takes 36 minutes and yields $246 in warranty. What does it take for a vehicle owner who has never visited the dealer since purchase to approve more that $4,000 in customer pay (CP) work? It takes convenient, knowledgeable service to pull this out-of-warranty vehicle from aftermarket servicing. Call has been truncated for marketing purposes.
Take Care of Your Loyal Customers – Recent
Revenue: $235 in Warranty, $1,507 in CP, for a total service of $1,742
Call Notes: Thomas M. is the kind of customer that Encore Chrysler Dodge Jeep Ram (a Joey Accardi Auto Group store) wants to keep around. He recently serviced his 2021 JEEP Renegade, but the recall was not repaired. Perhaps parts weren’t available or he declined the repair at the time. However, recall outreach got his attention. Airbag recalls can be dangerous, so it was important to repair the vehicle before this Jeep fell out of warranty and lost to the aftermarket. More than $1,500 in CP work, not to mention securing his ongoing loyalty. Call has been truncated for marketing purposes.
Took Care of a Recall & Returned for Service – Return Visit
Revenue: $1,245 in Warranty on the first visit & $1,010 in CP on the follow up
Call Notes: Marcella E. loves her 2021 Kia Telluride and the team at Ourisman Chantilly Kia. Two months prior, she had been in to the dealership to take care of two open recalls. Before those recall repairs, she’d never been to the store. She calls back schedule additional service after receiving such great care at the dealership. It’s experiences like this that keep vehicle owners from slipping into the aftermarket. Recalls can awaken dormant relationships or create new relationships with dealerships, but it’s the follow up care that keeps customers coming back for more. Call has been truncated for marketing purposes.
2018 Honda Owner Returns to Dealer – Lapsed
Revenue: $346 in Warranty, $665 in CP, for a total service of $1,011
Call Notes: When his 2018 Honda CR-V fell out of warranty, Jeffrey T. disappeared from Brilliance Honda of Crystal Lake. It’s a familiar story for a lot of dealers when these older vehicles start servicing in the aftermarket. An extremely dangerous recall caused by a defective fuel pump opened the door for Jeffrey to revisit the dealer. And, while there, why not take care of some much-needed service? This episode is just another example of the premium consumers place in convenience and good service. Call has been truncated for marketing purposes.
Recall Repair Prompts CP Opportunity – Lost Customer
Revenue: $117 in Warranty, $1,840 in CP, for a total service of $1,957
Call Notes: No one really wants to devote time and money to vehicle service, especially owners holding onto a 2015 MAZDA 3. Still, facing a dangerous recall that had been lingering for a couple of years, Hidetaka C. was relieved to connect with a local dealer to schedule the repair appointment. The vehicle owners also wanted to take advantage of the visit by adding in some much-needed service. This call highlights how most vehicle owners approach the recall episode – by resolving some additional needs at the same time. Call has been truncated for marketing purposes.
RS7 Owner Needs Help with Recall – Lapsed
Revenue: $$2,451 in Warranty
Call Notes: There’s not much CP opportunity in vehicle with only 5K miles, but that doesn’t mean there’s no revenue. William A., the proud owner of this 2023 AUDI RS7 sounds a little annoyed with the having to deal with a recall, but that’s not unique. Protecting the luxury brand requires prompt and efficient service, especially since he’s probably not been back into the dealership since he originally purchased the vehicle. Not every call is going produce outward appreciation, but an owner’s compliance is always appreciated. Call has been truncated for marketing purposes.
Nissan Owner Comes Back for More – Prospect
Revenue: $191 in Warranty on original visit and $2,946 in CP on the follow up
Call Notes: Barainca R. does not have a relationship with a local dealer to service her 2018 Nissan Rogue, which was hit with two recalls – an ignition key defect that could shut off the vehicle and an OEM voluntary recall affecting the emergency braking. That second recall had originally been called by Nissan in 2019. However, since she was probably servicing in the aftermarket, she had no visibility on the danger until RM notified her. Four months after the recall repairs, Barainca returned to Hall Nissan Virginia Beach (a MileOne Automotive Group store) for almost $3,000 in CP work. Call has been truncated for marketing purposes.
Dangerous Recall Cleared for Older Couple – Lost
Revenue: $1,646 in warranty, $0 in CP, for a total service of $1,646
Call Notes: Not all owners are savvy, young tech users. Take this older couple, who face a recall on their 2012 Subaru IMPREZA 2.0 I, needs help. This vehicle is 13 years old, but only has 57K miles on it – probably not a lot of CP available, but a dangerous recall that needs to be cleared and a customer who could benefit from a relationship with Planet Subaru. This call underscores the millions of vehicle owners that require a live agent. Customer also had no email address and her phone number had changed, which was all appended to the dealer’s DMS. Call has been truncated for marketing purposes.
BMW Owner Goes Big on CP – Lapsed
Revenue: $80 in warranty, $3,246 in CP, for a total service revenue of $3,326
Call Notes: The team at Herb Chambers BMW hasn’t see Jeffrey W. come in for servicing for his 2021 BMW X3 XDRIVE30i in a while. It’s common for owners of out-of-warranty luxury cars to defect. When his wife called to schedule a recall repair, it was the moment to showcase what servicing at the dealership can offer these lapsed owners. The warranty dollars to the interior rear cargo rail provided only $80 in warranty revenue, but customer pay dollars rang up $3,246! This is why we promote servicing all recalls, even when the warranty dollars don’t look like much. Call has been truncated for marketing purposes.
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