Why take your car to the dealership for service?
Here’s a scenario that we hear from time to time.
A customer takes their vehicle to an independent garage. The garage tries to diagnose the problem but is not successful and charges the customer several hundred dollars.
Another customer takes their vehicle to another independent garage, only to be told that the garage isn’t capable of diagnosing the problem and then they advise the customer to take their car to a newcar dealership to be fixed.
This is not a knock against independent garages. It’s an everyday reality that customers face, and all dealerships hear about it.
Consumers need to know that significant differences exist between new-car dealerships and independent garages. When comparing these two entities, I’m referring to service and/or collision repair issues, not to new vehicle sales. Only registered new-car dealerships are authorized to sell new vehicles.
There are generally three types of service work that vehicles require:
Regular maintenance and repairs (oil changes, tune-ups, brake repairs)
Specialized repairs (on-board computer, mechanical and electrical systems)
Warranty items (mechanical or structural components covered under a warranty)
Many independent garages are equipped to perform simple maintenance and light repairs. Few, however, are equipped with the advanced tools, computer software and technical expertise to perform the extensive diagnostics and repairs on today’s vehicles.
This generation of vehicles has become so complex and sophisticated that a high degree of specialization is required to correctly diagnose and repair vehicles. That degree of specialization is only found at new-car dealerships.
Perhaps the biggest misconception about dealerships and independent garages is that dealerships are more expensive — not true.
Dealership pricing on vehicle maintenance, light repairs, brand names tires, accessories and collision repairs are highly competitive with independent garages.
On some items, dealerships are may be more cost-effective than independents.
If dealerships were not competitive in price for repairs with independent garages, they would lose a considerable amount of business.
Another misconception about dealerships and independents is that both are equipped to provide warranty work. That’s a fallacy.
Independent garages are not authorized to perform warranty repairs; only new-car dealers are per- mitted by the manufacturers to perform this work.
What other advantages do dealerships offer over independents? Here is a list, in no particular order: Dealerships invest thousands of dollars each year in skills upgrading, so technicians can accurately diagnose and repair specific nameplates. They have instant access to the latest diagnostic software and engineering expertise, direct from the manufacturer.
Dealerships have a complete set of special tools and repair equipment that is always being added to, which independent garages cannot match.
Factory-trained technicians are experienced in repairing vehicles to the manufacturer’s specifications. Whatever type of vehicle you drive — a sports coupe, a minivan or an SUV — dealerships are familiar with your model of vehicle. Since there is no guesswork, dealerships offer faster turnaround times.
Dealerships don’t send customers elsewhere to have their vehicles fixed. When independent garages can’t fix a problem, they send the customer to us.
Dealerships are interested in forming long-term relationships with customers.
A customer who is satisfied with a dealership’s level of service will be more inclined to buy a new car from that store, or refer others for sales and service. In this respect, service work serves as a major retention tool for dealerships.
So, in order to ensure your vehicle is diagnosed properly, and repaired to the manufacturer’s specifications, you should take it to only one place — a registered new-car dealership. Bob Redinger is president of the Trillium Automobile Dealers Association and is a new-car dealer in the GTA. This column reflects the views and values of TADA. Write to president@tada.ca or go to tada.ca. To learn more about automotive industry news and trends, visit carsandjobs.com.