Wednesday 19 October 2011
For most people, going to the dealership for service is about as pleasant as passing a kidney stone, so here are my top 10 pointers to help make your next service visit more pleasant:
- Be Detailed
If there are any issues with your car like strange sounds or vibrations, be as detailed as possible when describing the symptoms. The more info, the better, as the mechanic can better figure out how to diagnose and what to check.
- You Can Say No
When going in for an oil change, be prepared to be up-sold, unless it’s your brand-new car’s first service visit. When pitched, the key is to not feel pressured whatsoever. You can say no to all recommended services, and ask as many questions as you want/need to. If you are a new customer, it would help to bring old receipts of past work done so you could make a decision, and to also gauge whether the shop is being honest.
- Beware of "Free"
When a dealer offers free services like a multi-point inspection or a brake inspection, it’s a strategy to get you in the door so they will pick your car apart and find what repairs and maintenance are recommended to up-sell you. If you don’t really need a brake inspection, don’t bother going and don't let the word "free" cloud your judgement.
- Get Inside Help
If you have a problem with your new vehicle that needs attention, leverage your salesperson who you purchased the car from to bring you to the service department. Someone who is close with a dealer colleague most times will get squeezed in for an appointment sooner, or have a minor problem get checked out without having to pay, but just don’t ask for the world, i.e. if something is going to take a while, just make an appointment, or be patient if you just need nitrogen put in your tires. - Build a Relationship
If you find a good service advisor, maintain a relationship so you could build a more personal rapport. With a personal rapport, he/she will be more honest with you, lobby for you with some repairs or warranty work, and maybe even hook you up with a discount on a huge bill or a major service.
- Don't Settle
Do not tolerate poor service. If the dealer closest to home is convenient but their service stinks, go to another dealer that may be farther, but provides better service. Don’t reward bad service or shops who always try to up-sell you mercilessly. Asking for referrals from friends, colleagues, neighbours, relatives and internet car forums can help too.
- Ask to See
If a dealer is recommending additional services, ask to be chaperoned into the shop so they will show you the worn or loose parts. Even if you know nothing about cars, pretend you do. By asking questions and asking to see things, you will force them to be honest and back up their recommendations. Don’t buy any BS about the shop not allowing customers into the service area. If they say that to you, don’t go to them again.
If you can, I recommend you wait at the dealer while the car is being serviced. Most have wireless internet, so you might be able to bring your work there and have a free coffee. By being there, if they try to up-sell you, you can ask to see the worn parts before making a decision or getting a second opinion. If you leave the car with them, some dishonest shops may try to up-sell services knowing you’re not around to see, and hoping you’ll give them the go-ahead. - Recommended Up-Sells
Preventive maintenance-based up-sells I encourage you to go ahead with if recommended and at the proper intervals are tire rotations, alignments with new tires, engine air filters, cabin filters, fuel filters, fan belts, wiper blades, transmission fluid changes, coolant flushes, differential fluid changes, spark plugs and a brake service. All of the mentioned should be paid attention to at least once a year, with brake services recommended once a year. Most shops do not charge labour to install wiper blades. Services that are less important if the car is otherwise running fine are battery services (most batteries today are maintenance-free), fuel injector services (generally not needed as long as you don’t always drive with an near-empty fuel tank) and brake fluid flushes on 2-3 year old cars. Brake fluid flushes are only recommended if there is 2% water in the brake fluid or if the manufacturer recommends it at a specific interval and mileage. - Ask for Pictures
If you must be at work while the car is in for major service, don’t be afraid to ask the service advisor to snap and upload pictures of your car’s worn tires, brake or under-body parts before giving them the go-ahead to replace, or ask for measurements of the brake pads in millimetres if they are recommending new brakes that are going to cost a fortune. Only ask for pictures if the potential repairs are expensive. Trust them on the filters if they recommend them as they are relatively cheap but important. If they say no, then you say no to giving them business. At least one person in the dealer has a SmartPhone or a cell-phone with a camera that they can upload to their computers to e-mail you.
- Ask About Extended Warranty Privileges
If you purchased an extended warranty, the package may include several free oil changes. If you don’t recall whether the extended warranty package you bought includes them or not, ask the service advisor to check for you – they have access to that info. It may turn out that you do, and if say you had 4 oil changes as part of the package, you save about $200 in maintenance.
Hope these help. Now Drive on....
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