Making sense of what your mechanic tells you
If you’ve needed to take your ride into your regular shop for just about anything recently, you’ve probably heard the term tire season more than once as an answer to why you’ll have to wait two weeks for an appointment, or why whatever has to be done will take longer than usual.
Across the country between mid-october and the first substantial snowfall, most shops are working flat out to keep up with seasonal tire changeover demands, as well as everything else we ask of them. What’s this got to do with anything?
A lot, as it turns out, especially when it comes to understanding what your service consultant is trying to explain in terms of your vehicle’s needs over the phone in a very brief conversation, interrupted several times while other callers are put on hold.
Sometimes, these advisors will use phrases or terms you don’t quickly understand, so here are a few of the more common ones that should prompt you to get more information.
“We’ll have to start with …” This is usually a result of a technician diagnosing a check engine light and coming up with multiple trouble codes. Sometimes, the codes must be tackled in a certain order, where one fault is repaired before moving on to further tests. So, you may be quoted the cost of replacing a certain sensor and think that’s it, until you get another call later in the day requesting your approval for the replacement of another component.
If you hear the magic “we’ll have to start with…” words, ask what the final results could be in a worst case scenario situation, with related costs. You might not get a definitive answer, but at least the discussion may prepare you for what’s ahead and to think about other solutions.
“We’ll get on it as soon as …”
Usually this sentence ends with, “… when we get the parts.” Don’t assume this means the end of the day; a
lot of industries and businesses have experienced changes in performance and service levels due to pandemic-related challenges. The auto parts sector, like most of us, hasn’t been immune.
If you’re depending on your vehicle to be ready by a certain time, ask for details and make other arrangements, if needed.
It can also be related to another factor that can be equally frustrating. Shops will often dispatch jobs based on tech expertise or whoever suggested the work in the first place.
Sometimes those techs will get extremely busy and your vehicle can get bumped down on the list.
“We’re just waiting for approval from your extended warranty company.”
This one drives service consultants and vehicle owners alike around the bend. It pretty much only happens at non-dealership shops working with a non-manufacturer warranty.
Sometimes, service advisors will spend an hour or more on hold just waiting to talk to a warranty adjuster. If the repair is an expensive one on an older vehicle, maintenance records may have to be produced and sent in before an approval is given.
There aren’t many ways to avoid these delays; most automaker-backed plans give their dealership staff the authorization to approve most repairs, but those repairs must be performed at a dealership.