Long repair times create major cost and customer dissatisfaction. As vehicles become more software-dependent, some issues may be harder to diagnose, escalate, and resolve, increasing the risk that repairs stay open too long or move toward a buyback situation. In that environment, the ability to identify serious cases early and intervene effectively is becoming more important. This session will focus on how OEMs manage high-risk repair situations before they escalate. How are major issues categorized and triaged across the network? How are difficult cases handled and escalated when a dealer cannot resolve? How are field teams and/or technical support resources deployed? What triggers different actions throughout the process, and how is that data collected and managed? We may also consider the role of software-related issues, including whether OTA and software updates are changing the nature of these cases and making coordinated intervention more important. We will cover all aspects of extended repair times, focusing on what is done to avoid a buyback situation; this session will not cover buybacks in any capacity.