CM Visit
With vehicle repairs becoming ever-more advanced, Rob Marshall visits the AA’S Customer Service Centre’s reception in Oldbury, near Birmingham, to find out how the organisation is managing survival in the pace of technological change.
AA Customer Service Centre.
We have all heard the criticisms that modern cars cannot be repaired or serviced by the DIYER any more. Obviously, CM proves every month that this is untrue but it is valid to state that the DIYER (or independent garage, for that matter) who doesn’t invest in suitable knowledge and tools is limiting their scope. The same is true of not only garages but also breakdown professionals.
The mechanics of breakdowns
Obviously, ensuring that breakdown vans are equipped and the technicians trained appropriately is critical to increase the probability of a vehicle being repaired at the roadside. Interestingly, to expand its breakdown services, a number of car manufacturers sub-contract their roadside repair and recovery services to the AA and these include Toyota/lexus, Ford, JLR and the Volkswagen Group. Not only are the call staff trained to each brand’s protocols but also dedicated, branded vans are employed.
As part of CM’S visit, we met Stuart Fisher, an AA employee who works for Volkswagen Assistance and is
2019’s Volkswagen Group’s Dedicated Technician of the Year. As he attends VW Group emergencies only, his van, which acts also as his office, workshop and parts store, is a main dealership on wheels. Equipped with the latest VAS 6150 hardware and software, he can undertake full diagnostics, software updates and spare parts coding at the roadside. Naturally, his van also accommodates a raft of special tools, locking wheelnut key sets, various lubricants and a stock of spare parts for the most common models.
As an example, knowing that diesel particulate filter blockages tend to be the symptom of an underlying fault and not the cause, Stuart explains that he would not simply unblock a filter and send the driver away, because the problem would return again within a very short time. Should the root cause be a fuel injector, for example, Stuart can supply, fit and programme a replacement part at the roadside, presuming that the part is on his van, of course.
He told CM that, while he must use Volkswagen-branded parts for warranty work, non-warranty customers can select alternative parts and the AA uses companies that supply ‘OE quality’ parts only, meaning they meet the car maker’s quality standards. Even so, Stuart says that he isn’t keen to fit customer-supplied parts, because he can’t guarantee the quality.
Repair limits
Stuart admits to having limits. For example, he can only carry the most common Volkswagen Group parts for the most numerous models on UK roads. Additionally, some repairs may be neither practical/safe to perform at the side of a road (such as a DPF replacement), nor possible technically, (such as a radar-cruise control calibration) but, of course, the vehicle can then be transported to a workshop.
Yet, these are not the only considerations, because breakdown has to follow trends. Despite technical changes incorporated within the design of fuel filler necks, misfuelling remains a common problem. A rise in keys being either lost, or locked, within the vehicle has resulted in the AA expanding its UK network of vans and technicians that can enter a vehicle non-evasively.
Beyond breakdown
Looking after the interests of the typical motorist, lobbying and providing motoring advice has been an AA objective since its inception almost a century ago. This continues and a current focus is trying to capture the 3.4 million cars on our roads that have been identified by their makers as requiring a safety-critical recall but have not had the necessary work completed. Interestingly, the DVSA’S Head of Technical Policy, Neil Barlow, was also present in Oldbury at the time of our visit to emphasise the DVSA’S role of keeping all drivers safe.
Due to the popularity of the online MOT check service, it’s being considered if the resource could be utilised to make recall data more available for the public. While there is no firm decision about whether, or not, a car will fail its MOT test due to an outstanding recall in the future, Mr Barlow explained that the agency is working behind the scenes to establish a new recalls code of practice to encourage manufacturers and importers to be more proactive about informing the DVSA of potential safety problems. However, not only are a significant number of car owners not responding to recall notices but also it can take up to four months to get the car booked in.
In 2019, the AA’S determination to expand its business model further into the tech-led service, maintenance and repair sectors saw it acquire Prestige Vehicle Servicing, which focuses on the vehicle fleets of small and mediumsized businesses. While you may not have heard of the company, how Prestige Vehicle Servicing works provides an interesting insight of how technology is being used to relieve fleet owners of the challenges involved with servicing and repairing their cars and vans. Through UNITY, an online booking software platform, a network of 400 garages arranges not only delivery and collection times but also automates labour and parts costs. The aim is to ensure that issues are spotted before a breakdown occurs; a mantra shared with CM.
One of the ways which the AA adds to customer benefits is by supporting fleets and its OEM with advice about moving to alternative fuels/evs, as well as keeping fleet managers abreast of the latest technical changes, such as with autonomous/connected vehicle data and new legislation, from the use of dashcams to driving on the continent post-brexit.