Do technical service bulletins promise free repairs?
For just about every type of vehicle on the road today, manufacturers have issued dozens and sometimes hundreds of technical service bulletins to dealership service departments. Some of the topics are rather mundane and inconsequential, such as new audio system software to improve station scanning or instructions on how to tighten a door seal contact to reduce windnoise. But some represent safety concerns such as rear liftgate glass hinges binding, causing the window to shatter, or rear brake caliper frame faults that prematurely wear out brake linings.
Some TSBs indicate that certain components will benefit from extended warranties while others carry the tag-line “reimbursable only within the terms of the factory warranty.” But all of them have one thing in common — vehicle owners will never see them because they are issued to authorized dealerships only.
Many consumers, when they learn a particular problem they’re having with their vehicle is the topic of a TSB, will ask if the automaker will cover the costs of the repairs (when the auto is beyond the terms of the warranty). Most are disappointed when they are told the repairs will not be covered beyond the guarantee period. If you ask an automaker’s service and parts representative why not, you’ll usually get the stock answer; “TSBs are simply our instructions to dealership technicians for a specific repair process and do not represent any admission of liability.”
What’s closer to the truth is that automakers are trying to control their costs and if every customer received all the TSBs issued on their vehicle, those costs would escalate dramatically.
In the U.S. earlier this year, the Alliance of Automobile Manufacturers and the Association of Global Automakers announced an agreement to create a national standard that would see independent repair shops have access to the same repair information automakers provide their own authorized dealerships. This was negotiated after Massachusetts passed a “right to repair” law last year and several other states announced their intention to enact similar legislation. Automakers and independent repair centres took this action to avoid operating under a patchwork of varying state legislation. The Massachusetts law also specified that automakers must offer a nonproprietary interface for diagnosing problems with vehicles, starting in the 2018 model year.
Canadian automakers are developing a similar model and its detractors state that unless these issues are enshrined in legislation, consumers will still be faced with limited choices when it comes to vehicle repairs and diagnoses. Proponents of the status quo argue that dealers will suffer financial losses as more vehicles move to independent repair centres when the warranty expires.
For consumers, there are several ways to keep on top of TSB updates and how they apply to their vehicles. Owners can work with their selling dealers to ensure they receive the full benefit of up-to-date repair data. When dealing with an indie or non-OEM repair centre, make sure these shops have access to manufacturer data through professional technical subscription websites such as All-Data or MitchellOn-Demand.
Do-it-yourselfers can join specific vehicle model owner’s websites where online discussion forums can be a great source of information. Be aware that with the latter, there is no guarantee of information accuracy.
When TSB repairs crop up beyond the manufacturer’s warranty coverage, the first line of assistance can be found at the dealership service department. But proceed with caution. If you haven’t frequented your dealer’s service or parts departments for retail maintenance or repair work, you may not find a willing hand of help.
You may also have to adjust your expectations; just because a $30 repair is the topic of a number of TSBs, it doesn’t mean you won’t have to pay for it when your vehicle is four years old with 80,000 kilometres on it. But if a major safety or operational system is involved with substantial repair costs on a vehicle less than five years old with fewer than 100,000 kilometres (on average), be prepared to take your case up the chain of command to the manufacturer’s customer service line if needed.