Campbell emphasizes that honesty is the best policy with warranty claims. But those seven words, if used by themselves, could imply a part needed to be replaced because of a crash or owner abuse — situations that aren't covered by a warranty. Only failures that are the factory's fault are "warrantable," Campbell says.
For example, a part that breaks because it was poorly designed or wasn't attached properly at the factory would be covered. In a repair order that becomes part of a warranty claim, Campbell says, it's better for a technician to say a piece of plastic molding broke because of "poor adhesion" — assuming that's accurate — instead of simply saying it's "broken," with no other explanation.