Playbooks

Beginner · short stepsExpert · spec · code · mm

Pick the situation. Read the left column. Say that at the window.

Twelve owner scenarios. Beginner script + genius measurements. SaferCar patterns — not a pirated TSB book.

WhoAudience: Owners in a named jam — brakes, noise, a light, a quote.Anyone who wants both altitudes on one card.
ClickControl: A playbook card. Then the beginner script.Playbook → steps. TSB desk and counter card live next door.
SayCounter: The left-column sentence. Then ask for the number on the right.Measurement first. Campaign lookup second. Parts last.

Playbooks · Lemon · Daily owner

Questions to ask — not legal advice

Lemon-ish / buyback

State lemon laws and federal warranty rules are not a form we can file. What we can do is the file: same defect, dates, miles, days down, and the words on the RO. Ask these questions before you sign a “goodwill” that closes the story.

The same fault is back. The dealer says they cannot duplicate it. Someone mentioned a buyback, a goodwill payment, or “that’s just how they are.” You need a folder, not a Facebook verdict.

Beginner steps

What you do

0 / 5 beginner steps

01Write the defect in the same words every visitOne sentence. Same nouns. “Intermittent no-start when hot, 20 minutes, 3 times this month.” Do not let the writer rename it to “customer concern — NTF” without your sentence on the header.Say: Please print my words under customer states. I will not accept a new name for the same fault.
02Count attempts and days out of serviceHow many repair visits for this defect? How many days did they keep the car? Calendar days and miles on each RO header. Photo every header.Say: How many times have you had this VIN for this defect, and how many days was it down? I want that in writing.
03Ask who you notify, in this stateManufacturer, state program, arbitrator — it depends on where you titled the car. We will not recite your statute. Ask the dealer’s customer-assistance number and your state AG / DMV lemon page. Write the dates you called.Say: Who is the manufacturer contact for a possible repurchase, and what file number do I get on this call?
04If they offer money, name the tradeBuyback, replacement, cash-and-keep, extended coverage. What are you releasing? Can you still sue? We are not your lawyer. Ask it out loud and take the paper home overnight.Say: Is this a repurchase, a replacement, or cash-and-keep? What rights am I signing away? I am taking the paper home.
05Scan before they “clear it for goodwill”Photo stored / pending / permanent. A cleared module is a hole in the file. Keep parts they replaced, or photos of the old ones.Say: Do not clear the modules until I have a photo of the code list. I want the old part or a photo.

Do not

Do not take legal advice from Open Hood, a service writer, or a forum thread.
Do not sign a release in the lobby the night they finally offer money.
Do not let them keep the only copy of the RO.

Expert notes

What the number means

Not legal advice · disclaimer
Lemon statutes vary by state: new vs used, years, miles, substantial impairment, repair attempts, days out of service. Magnuson-Moss is federal warranty law and is also not a form we file. This playbook is a question list. A consumer attorney or your state program is the next desk.
NTF / CND · RO slang
No trouble found / cannot duplicate. It is a real outcome and a file-killer if it is the only line. Your sentence plus a scan plus a test-drive note still belong on that RO. See /jobs/ro-terms.
Days out of service · days
Many statutes care about cumulative days, not your inconvenience vibe. Pickup delays, parts waits, and “we’re waiting on engineering” still count if the car is in their possession — ask how they log it.

Open a live desk

Related patterns

Common failures by symptom. SaferCar pointers — not pirated TSB PDFs.

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