NOTE: This is a guest post from auto blogger Gary Grant. Gary is the publisher of The Garage Blog and events correspondent at Ask Car Insurance. He also spent 23 years as a new car dealership service manager.
While the car buying process may have changed drastically in the internet age, the headaches of maintaining a car are still very much a reality. One of the constants is the age old question: “Should I service at the dealer, a chain store or an independent?”
This is a question that just about every motorist has asked at some point, and sadly there is no hard and fast answer. The key factor in getting good service in each case comes down to building a relationship with your service provider. Let’s face it, a shop that has your regular business is more likely to help you out when you are in a bind than one who has never received a penny of your business.
Rather than further the loyalty discussion, let’s look at some of the other common factors people consider while choosing a maintenance facility.
Training
Training is the only way for a technician to stay current as new cars become more technically challenging. In fact, today’s cars often have more complicated electronics than the Space Shuttle, so diagnostic skills and access to technical support are more important than ever.
- Techs at new car dealers receive ongoing training annually and have manufacturer’s technical resources at their disposal to assist with tricky problems.
- Most major repair chains also train their staff on a regular basis to ensure they have the skills to remain competitive with the dealer.
- Independent shops can be a mixed bag. Is the owner an “I know it all” type who doesn’t think he needs training? Can he afford to take the time off to remain current? Some do, but many don’t.
Warranty
Obviously, any problems on a new car are usually covered by the manufacturer’s warranty, but what about after the warranty expires? What about warranty on repairs?
First off, there are very few cases where a vehicle must be serviced at the dealer to be eligible for warranty repairs. That being said, it is the consumer’s responsibility to provide proper documentation of maintenance or a manufacture can decline warranty. In today’s computer dominated world, few manufacturers will accept a hand scrawled invoice that a small shop bought at the local office supply store as proper documentation.
- Not only do dealers administer the new car warranty, but they also use parts that come with a warranty from that same manufacturer. In other words, the big corporation is going to stand behind their dealer and the parts their dealer installs.
- Most national repair chains either use products that are private label branded, or they use a national brand. Like the dealer network, they have a corporate reputation to uphold, so it is in their best interest to make sure the consumer is happy.
- Most small shops will offer a top level brand name when it comes to parts like oil filters. Those national brands come with their own warranty, but that warranty usually only provides for a replacement part, not for any resultant damages.
Facility
For the most part, the dealer wins this one hands down. With all of the troubles in the auto industry over the past few years, many car dealers have closed down. Most of those were the older stores that refused to put any money into modernizing their facilities. By default, the stores that are left tend to be the nicest ones.
That’s not to say the other options can’t be winners too. Many national repair chains are part of a larger store, so people can go about their business while their car is serviced.
Many small shops understand the need for customer comfort and make an effort to be presentable, but many are still a hole in the wall.
Convenience
Again, there is no clear winner here. Dealers and chains tend to have more visible properties that are more conveniently located. They both invest a fortune in facility and part of that fortune goes to site location.
The little guy is often in an industrial mall off the main drag, but for some that can be more convenient depending on your location.
Price
This is the big one, where public perception says that new car dealers are always the most expensive and the little guy is always the cheapest.
There are obviously many factors involved in pricing and I’ve included several of them in the paragraphs above. Warranties, Training and a great facility in a prime location cost money. Lots of money.
Obviously, that higher overhead results in higher prices.
At the other end of the scale, the independent has more flexibility to set his own prices, within reason. If they have less overhead because they don’t have the latest diagnostic equipment and current training, are they really saving you money? The most successful independent shops I know charge as much or more than the local dealers, but have also made a heavy investment in equipment and training.
So how do I choose?
Now that I’ve touched on a few of these key elements of choosing a service provider, I’m aware that I still haven’t given readers a clear answer as to what is the best place to service your car. Let me try to help clear that up.
Ask around
Ask your friends, family, co-workers and even people you see at the mall who drive the same car as you where they service. Ask them why.
Give them a whirl
Visit some of the spots those people use. Are they close to home or work? Are they clean? Do they have a place for you to watch tv or connect to the internet while you are waiting? Do they offer a shuttle service?
Have them perform something simple like an oil change. While you are there, talk with the service advisor. Ask about his/her experience, what do they like about their job? Lay the foundation for a good business relationship.
Be a loyal customer
If you are happy after that first visit, let them know the next time you need any service. Keep going back. You will find that as you become a “regular” you may start receiving perks here and there. Maybe a free wash, or a quick vacuum. More importantly, you will be welcomed back as a loyal customer and that in itself is worth the effort.
