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How to Get Better Automotive Service Part I. How to Describe What is
Going On with Your Vehicle As a customer, you know exactly why
your are bringing your vehicle in . . . it is doing something that you do not
think it should be doing. These are called symptoms. Symptoms are the only
thing you need to describe to the Service Advisor or whoever is writing your
Repair Order. Use your own words and do not worry
if the information makes sense or not, that is the technician’s problem. They
are trained to deal with all types of symptoms, even weird ones. If you are
unsure how to describe something, the Service Advisor should be trained in
how to help you get this information on the RO. Most important, use your own
words and descriptions about what is happening to your vehicle, you are the
expert on your car. Don't assume that the Service Advisor knows more than you
do. However, customers can make this
process confusing in three ways. First, do not assume the techs will
automatically know what is wrong with your vehicle, especially if you are at
a car dealership service department. Too often, the customer will not give enough
detail of the symptoms which can make it hard for the technician to duplicate
the symptom. This is worst at car dealership service departments, where the
customer assumes they can access a database of information about their car.
Though, they can access these databases, the access is limited to the quality
of symptoms the customer describes. Second, do not suggest what you
think may be wrong with the vehicle. I train Service Advisors to not
pre-diagnose customer concerns, but only deal with symptoms based on customer
descriptions. You can really mess this up by not giving adequate details of
your symptoms and keep the tech from being able to duplicate your concerns
and repair them. Last, cooperate with the Service
Advisor with hard to describe concerns, like noises, or hard to verify
concerns, like driveability or intermittent problems. If they need you to go
on a test drive, do it. They need to see how you drive the vehicle to better
understand the concern. Don't just pitch them the keys, throw a symptom at
them and tell them to call you when it is ready. Sometimes you may have an
intermittent problem, one which only creates symptoms occasionally. This is
as frustrating for the service center as it is for you. They need to be able
to verify the symptoms to do an accurate repair. To make matters harder, Lemon
Laws and manufacturer warranties require that the symptom be verified before
a repair is attempted. One final concern, review how your
symptoms are described on the repair order. Make sure your repair concerns
and service are described in the manner you want to the technician. A good
service advisor will invite you to read the repair order, otherwise you may
want to ask. Part II: Bring all Warranty and
Service Contract Documentation Many times repairs may be under
warranty or a service contract. Keep these documents or copies of them in
your car and bring this information when you have repair work done. They have
details about what is covered. Do not make any assumptions about what is
covered. The biggest mistake the average consumer makes is not reading this
information, making assumptions and then getting upset with the service
center when the coverage is different than expected. The biggest problems are with
understanding warranty coverage or service contract coverage including rental
car plans or deductibles. Warranties and service contracts are very specific
about what is covered and not covered. You may be charged a diagnostic fee
under a warranty or service contract until it can be determined if the
repairs are covered under the programs. There are many repairs and services
not covered under warranty. Oil and filters, brake pad replacement, possibly
timing belts and tune-ups are a few examples. The exceptions are carefully
outlined in these documents, as required by federal law. Part III. Keep All Your Repair Order
Receipts! It is critical that you keep all
repair order receipts. These outline all repairs and services you have
received on your vehicle during ownership. These are helpful when working
with a manufacturer for concerns out of warranty, tracking warranty repairs,
dealing with service contract problems and for your service history, which
could be helpful in selling your vehicle for top dollar. Carefully review the items on the
repair order when picking up your vehicle. Notice any uncompleted repairs or
special ordered parts, making sure these items are carefully documented as to
what will happen next. On special ordered parts, find out who will be
contacting who and when. Part IV. Problems with the Service
Center, Warranty or Service Contract It is not usual to have problems
with service centers. The Better Business Bureau reports that car repair
problems are in the top three complaints they receive every year nationwide.
However, they also state that 99% of the time the problem was not a service
center doing anything illegal or unethical, but poor communications. These
include misunderstandings about the coverage of the warranty or service
contract, cost of services or unauthorized repairs.
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