COMMUNICATING WITH YOUR REPAIR FACILITY
DESCRIBE YOUR CARS SYMPTOMS ACCURATELY
When
you bring your vehicle in for repair, give the service advisor a
complete, accurate description of the symptoms your car is displaying.
Let him decide what a course of action should be taken. His job is to
help you resolve your repair needs as effectively as possible. TELL THE TRUTH.
Some customers withhold facts because they think it will save money, or
because they are embarrassed about some of the facts. Perhaps they
tried to fix their own car, accidentally hooked up the battery
backwards, or know that their car got hotter than they are willing to
admit. The more accurately you give information to your technician, the
faster and better he can identify needed repairs and make
recommendations. Leaving out critical facts more often leads to
additional problems and expense for you.
MAKE YOUR EXPECTATIONS CLEAR
Be
sure to communicate what you expect when you get your car back (for
example, say: "My steering wheel shakes on the freeway, I want that
fixed" instead of "Give me an alignment.") Tell your service advisor
what time you need your car back. For multiple repairs, prioritize your
list, and inform the service advisor if some minor items are not as
important to you, or if you don't want to spend too much money for
repairs at that visit.
UNDERSTAND THAT TUNEUPS DON'T SOLVE EVERYTHING
Many
consumers believe that a tuneup will solve a multitude of problems.
Noises, loss of power, poor gas mileage, vibrations, hard engine
starting and dying are usually caused by problems that are not
tuneup-related. Most newer cars can go 25 to 30 thousand miles between
tuneups, and quality tuneup parts seldom cause problems unless they are
very old. So be sure to address the specific symptoms you want resolved,
instead of just asking for a tuneup.
LEAVE A CURRENT PHONE NUMBER
Be
sure you give your service advisor accurate information about how you
can be reached. It is important for him to be able to contact you about
your vehicle's repair needs and the associated costs as they arise. If
you can't be reached, when you drop off your vehicle you may authorize
repairs up to an agreed-upon dollar amount.
WHEN REPAIRS BECOME COSTLY
If
you are dealing with an honest and competent repair facility, costs for
repairs are dictated by your car's problems, not by the shop or your
service advisor. Costly repairs can be frustrating, but please don't
take it out on your service advisor. He is only the messenger, and is
giving you the facts because he is doing his best to meet your needs.
BE PATIENT
Similarly,
try to be patient about time. Specially ordered or wrong parts, small
jobs that become bigger ones, sick employees, and emergency repairs are
challenges facing your service advisor every day. Your repair facility
is doing its best to keep you and all its other customers happy. You can
help by saying, "I would really a like to have my car back today, but
if it doesn't happen it's OK."
