Car Servicing and Repair
Getting the best from your garage
Parts of the motor trade have a very poor reputation, not helped by media coverage of 'rip-off garages'.
The Motor Industry Code of Practice, a new code developed by the industry itself, was launched in August to encourage garages to raise standards and to help rebuild customer confidence.
Read more about the Motor Industry Code of Practice »
Search for garages in your area that have signed up to the code »
How to be a good customer
There are two sides to every relationship though and there are a few things you can do as the customer to reduce the risk of something going wrong as you deal with a garage for car servicing or repair.
Try to pick a quiet time
Garages can be busy places, particularly first thing in the morning as cars are dropped off on the way to work and in the evening as they're collected on the way home. If you need to discuss anything with the garage try to pick a quieter time – late morning or early afternoon perhaps.
Be specific and get an estimate
If it's a 'service' you want then tell the garage the car's age and mileage so they can match it to the manufacturer's schedule. Be sure to ask for an estimate too though as the standard items – brake fluid, timing belt or antifreeze may need changing for example – and hence the cost can vary significantly with mileage.
On the other hand if it's a 'standard' or 'menu' service you're booking then you should check the need for any additional items yourself or ask the garage's advice. Again, get an estimate before any work is started.
Mention any extras
If there are specific problems you want addressed then be sure to tell the service receptionist at the time of booking so that extra time can be allocated – overruns or unscheduled work can cause chaos with congested workshop schedules.
Explain clearly
It's the garage's job to know about cars not yours. But it is important that you can explain clearly and precisely what you want them to do. It can help to write it down, particularly if a lot of work is required or the symptoms are complex/difficult to describe.
Respect
Don't treat the garage staff as though they're a bunch of crooks – most are honest businessmen with your own best interests in mind and many mechanics are highly skilled professionals. Not all customers are angels either, remember.
Understand that problems can arise
Car repairs are beset with potential problems
- access is very difficult as so much is packed under the bonnet
- components break even when you're being really careful so replacements have to be obtained and fitted and repair times/costs increase
If a bolt or spark plug, for example, breaks while it's being removed the customer will still be responsible for the cost of repair so long as the mechanic was working correctly using the correct procedure.
Speak to the mechanic if you can
If the garage doesn't manage to fix the fault the first time then ask to speak to the mechanic – sometimes customer explanations of the fault don't reach the person who is working on the car or details get lost/confused.
Tell him every detail – knowing for example "it only happens when the car is reversing" can make a big difference to fault diagnosis.
It can help to leave a written note in the car explaining the symptoms too – particularly if the fault or your description of it is very complicated.
Labour rates
Garage labour rates vary a lot across the country and between garages in the same town. Franchise dealer rates are generally considerably higher than those charged in independent garages – main dealers are obliged to maintain smart premises, comfortable sales and service reception areas and to provide a well stocked parts department. Good, well qualified mechanics have to be paid salaries which reflect their skills and have to attend regular training courses provided by the manufacturer.
All these costs have to be recovered through the labour rate.
Environmental charge
Oily rags, antifreeze, engine oil and tyres are all classed as toxic waste and the garage has to pay for this to be disposed of properly.
This will appear on your invoice as an environmental charge.
Itemised invoice
The garage should provide you with a fully itemised invoice, detailing everything which has been done to your car, how long it took and how much the parts cost.
If you are not happy with the charges, then ask the Service Receptionist to explain.
Warranty repairs
Repairs carried out under warranty are paid for by the car manufacturer. That manufacturer, or importer, pays the garage for fixing the fault, but not for hours spent trying to track it down.
This is why the garage may seem a bit reluctant to look for a vague, intermittent fault. Help them by providing all the information you can.
Parts are your property
With the exception of parts replaced under warranty, or parts returned as exchange units (alternator, starter motor), all parts which have been renewed (clutch, for example) belong to the customer – you can ask for them to be returned to you.
New model faults
When new models are introduced it can sometimes happen that a fault occurs for which initially there's no known fix.
The manufacturer will be working on it though and as soon as a solution is available they will pass information and modified parts to the garage. You might have to wait until a fix is available.
Not happy?
If you're not happy with the work which has been done then ask first to speak to the Workshop Foreman, Service Manager or the garage's appointed customer services representative.
Don't lose your temper with the garage staff, good calm and clear communication is essential.
If you're dealing with a garage that has signed up to Motor Industry Code of Practice and it all goes wrong and you can't resolve any dispute with the garage direct then a free consumer advice line is available (Tel.0800 692 0825).
Other products & services
9 September 2008