Use these tips when talking to an auto shop or dealer
Wheels: B. L. asks: “I am always confused as to what I should say or ask for when I have a car problem. If I hear a rattle in the rear and I think it sounds like a bad shock absorber, should I ask the shop to replace the shock absorbers? If I mention there is a rattle in the rear, I am concerned that they will want to replace more than just the rear shock absorbers. What is your recommendation as to how I should talk to a shop or dealer? “
Halderman: Thanks for asking as I am asked this question frequently. Automotive shops and dealers follow a standard procedure that includes communication with the vehicle owner at each step, similar to what a medical doctor does when a patient complains of an ache or pain. My advice is to try to describe the noise or issues as detailed as possible. The shop will then perform the following steps:
1. Verify the customer concern. If the complaint cannot be verified, the repair cannot be verified and no service work should be performed.
2. Visual inspection. Once the complaint has been verified, the service technician should perform a visual inspection. According to General Motors, 20 percent of faults are found during a visual inspection.
3. Check for any stored diagnostic trouble codes. The on-board computer monitors many systems and stores a trouble code if a sensor or system is not functioning correctly.
4. Check for technical service bulletins. Vehicle manufacturers publish technical service bulletins to help service technicians address some commonly found issues.
5. Perform tests to find the root cause. These tests could include the use of a scan tool, a digital meter, or other diagnostic equipment to test the systems to find the root cause.
6. After the fault has been identified, an estimate is created and it is reviewed with the customer. If approved by the customer, the repair work can start.
7. Repair the problem and verify the repair. This could include the replacement of a part(s), such as the rear shock absorber, or the repair of a broken part.
The vehicle is driven under similar conditions as when the problem was first verified to confirm that the repair did correct the customer concern.
To help yourself and the repair shop, try to describe the issue you are feeling or hearing as plainly as possible so the service technician can verify it.
For example, if an electrical problem started after the neighborhood kid slammed the passenger door, the technician will be checking the passenger door instead of trying to determine where in the entire vehicle there could be an electrical problem. This will save the technician time and your money.
Try to avoid asking for a certain repair such as “replace the shock absorbers,” because the shop will simply do what is requested and they do not have to verify that it is the cause of your concern.