Shop repair estimates move into modern age
More than a few of us can confess to being absolutely scrambled when trying to make sense of a technical report on a product for which we have very little working knowledge.
When it comes to the average vehicle owner, we’re about two generations after those who could do more than just clean, drive and tinker with their autos. So what are we to do with that deluge of info, costs and timelines that are jammed in our ear during a rushed phone call from the shop?
The majority of us just take it on the chin and trust our service providers to look out for our best interests. If we’re a really responsible consumer we might jot down a few notes to compare to our invoice at pickup time, but that seems to be the exception rather than the rule.
Fortunately, the auto service world has evolved, with many shops now adapting to the preferred method of communication with a substantial percentage of their clients: digital. Whether through texts or emails, these facilities operate with much less paper, using electronic pads for drop-off write-ups and providing updates throughout the repair/ maintenance process in whatever manner their customers choose. This provides the opportunity to review estimates in a detailed manner when they’re emailed or texted or linked. Photos can be attached, revealing a better view of components/systems that aren’t easily accessible to the vehicle owner.
A smaller number of accommodating service centres will provide a virtual walk-around inspection video link-up letting their clients see and hear vehicle details and conditions via a smartphone or personal computer. This can remove a lot of confusion and miscommunication while moving the credibility bar of the shop up past the competition.
While video chatting is not always needed or warranted for all routine auto services, in many circumstances it can be quite helpful to bring a clear understanding of a particular situation or concern.
It can also save a lot of arguments. Say, when your dealership service department calls to let you know that clunk noise and alignment problem on your six-month-old SUV is going to cost you because a control arm was hit and damaged and it was not a warrantable defect.
A short video can point out the problem and the likely cause without you having to leave your office.
Even if your preferred shop isn’t all that advanced in terms of electronic communication, most techs and advisers own a smartphone and can quickly send a few pics or a short video when asked. It certainly beats the inconvenience for both you and your shop if you want to see things up close by waiting at the counter or having to make a special trip back from work.