So, you've probably heard horror stories about why you shouldn't take your car to a main dealer. Well this article will describe a few reasons why in a lot of cases a main dealer is always an option to consider for car maintenance and repairs.
To start with, an electric fault can often be diagnosed more easily by a main dealer, as they often have more specialist diagnostic equipment. In one case I heard about, a local garage had replaced two sensors to clear a fault that was bringing an engine warning light on. After the light illuminated again after the sensors were replaced, the owner took it to the main dealer. The main dealer diagnosed rv dealerships (correctly) that it was the timing chain that had stretched and this was causing the sensors to bring the engine light on (it turned out this was quite common on this particular model)
This kind of example shows how the customer tried to save money but ended up paying more in the long run. Luckily he took the car to the main dealer before the other garage charged him any more money.
This is a very extreme case, and it is important to remember that there a lot of very good independent garages with high skilled staff, and in the above case, the independent garage accepted responsibility and refunded the customer with no problems. Some garages may have been a lot more difficult and just made excuses. Again, I'm not saying you should always use a main dealer either, just like there are good and bad independent garages, some main dealers excel and go way above your expectations, others will have you wondering how they stay in business!
Now, in the case of the above vehicle, the dealer was able to diagnose the correct fault because they not only have manufacturer-specific diagnostic equipment, they also have access to a wealth of technical information about the vehicles they sell and repair. Quite often these include very detailed workshop manuals, technical service bulletins (sometimes just called TSB's) and quite often the manufacturer operates some kind of technical helpline or internet-based ticketing system for dealers to use.
Remember that the manufacturers technical helpdesk will have a very good overview of all the manufacturers individual vehicles which are scattered around the country, or even the world. This helps the manufacturer to see any common faults developing on these vehicles, and this can allow them to provide diagnostic help to the dealer, so, in effect, although you may be paying a higher labour rate from a dealer, you may find that in the long run the dealer finds the problem in less time. While independent garages can also have access to third-party technical information providers, it can sometimes be a lot less comprehensive. Read the next section for some special dealer offers to look out for on diagnostic checks!
Main dealers have had to change their ways in recent years. Some dealers were renown for charging high prices. This could be especially common with services that needed carrying out to maintain the vehicles warranty. In 2003, a European Block Exemption Regulation (BER for short) was brought in to promote competition within the motor industry. Prior to the introduction of this BER, vehicle owners in Europe could find themselves with an invalid warranty if their vehicles were repaired in workshops outside the manufacturer's dealer network. In 2003, the law came into force to allow owners to choose where their cars were serviced. This meant that vehicles manufacturers could no longer ‘lock-in' vehicle owners to their dealers. This meant that as long as genuine (or sometimes, just ‘up-to-the-standard-of-genuine' parts) were used and the relevant service items were carried out in line with the manufacturers service and repair schedule, the vehicles warranty would remain valid.
Because of the above, main dealers have become a lot more competitive and are using many new incentives to get customers in, and many have improved both their own image and the image of dealerships as a whole. Keep an eye out for special offers they running, such as deals on service and MOT when carried out together, or offers such as reduced labour rates for diagnostic work. Some dealers will even waive the initial diagnostic charge if you later agree to having the rectification work done. Some manufacturers are also now allowing their dealers to offer breakdown cover at a reduced cost or as a complimentary extra to a service. Keep in mind this is generally only on more ‘premium' brands, don't except this to be available on some of the ahem… less reliable vehicles! Seriously though, it is often in the dealers interest to offer things like this where available because in retains business in two ways:
• It keeps the customer coming back to the dealer each year for a service so that they get the free breakdown cover
• If the vehicle breaks down, there's a good chance its going to end up back at the same dealer, or at least at one of the manufacturers dealers!
Some drivers have previously criticized main dealers for their procedures, such as the ‘vehicle inspections' they often carry out. These list anything requiring attention on a vehicle, anything from wheel bearings to torn seat covers. Most dealers carry these out for two reasons:
• Sell Up – if a car comes in for one job doing, the dealer can offer to carry out additional work at the same time for convenience – for many people time is short and so there is a good chance extra work can be sold if the vehicle is already in the workshop
• Duty Of Care – while this is heavily debated as to whether a dealer could be held responsible by a court for failing to notice, for example, bald tyres when all they were asked to carry out was a bulb replacement, to prevent any legal comeback or customer complaint most dealers err on the side of caution by carrying out a full inspection on every car as it comes in the workshop
Any dealer worth its salt will only advise work that is required. Most of them will clarify how important each item is, for example:
• Failed MOT – the item has caused the car to fail its MOT – if the car was not in for testing it means that in the mechanics opinion it would have failed the MOT if one was to be carried out
• Attention required – not an MOT failure, but the work needs carrying out as soon as possible
• Attention required in the near future – this is generally just to let your know that the work will be required in the future, sometimes the dealer will send you a letter or call you in a few months to try to re-book you for the work.
As you can see from the above, these checks are a valuable asset for the vehicle owner as well as being a opportunity for sell up by the dealer.
The majority of dealers and independent garages are open and honest, and will advise work that is required, however a very small minority advise work that may not be required. If you have any doubts as to whether work is due – ask the staff to point it out to you, or get a second opinion or a technically-minded friend to take a look. Don't make the dealer/garage aware of your feelings at this point, as this may lead to a confrontation.
Keep in mind that dealers generally have targets for various items, some of which may be on your sell-up! This gives you very good bargaining power, as the dealer may carry out work at near or even cost price to get the sale and meet the target. Remember you don't have to say yes to them all
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