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How Often do You Check Your Oil?
Are you aware that it is the responsibility of the consumer (owner/lessee) to maintain their vehicle in accordance with the Maintenance Schedule provided by the manufacturer as outlined in the owner?s manual?
Did you also know that, over and above adhering to the maintenance schedule, you are expected to perform some ?routine? checks, which will ensure that your vehicle is safe for the road, and at the same time detect potential major problems before they strike? Recently, a Service Advisor I know was approached by a customer requesting a basic oil change. Once the car was in the shop, it was discovered that there was ?no oil? to be changed.
When did you last check your oil level? And how often do you check it? An empty oil pan is a very good reason for denying a warranty claim for an engine.
When was the last time you (or your technician) performed a visual inspection of your coolant, lights, brakes and tire pressure?
Manufacturers? warranties protect the consumer in case of manufacturer?s defects in material or workmanship. In many cases, warranty coverage could be denied if you are unable to provide proof, to the dealership, that you have met the basic requirements of timely, regular scheduled maintenance. Proof must be in the form of service and repair orders pertaining to work done on your vehicle. When dealing with a ?third-party extended warranty?, proof of performing required maintenance is also mandatory. Depending on various circumstances, including time and mileage, manufacturers may participate financially in a repair, even after the warranty has expired, provided you have adhered to your maintenance schedule at a new car dealership.
When dealing with your new car dealership?s Service Department, please, help us to help you. The time you spend with your Service Advisor is valuable. A Service Advisor must allow enough time to, review the repair with you, communicate your concerns to the technician, and allow time for a test drive and diagnosis. For example, a repair that actually takes 1 hour may require you to leave the vehicle with us for 2 hours in order to complete the process. We schedule our days through appointments, similar to a doctor?s office. If an individual shows up early, late, or not at all, it impacts on everyone.
We also make every effort to schedule those customers who ?walk in? without an appointment and fit them in throughout the day. We will attempt to fit you in immediately should there be such a need. Which, reminds me of a customer who came into a Service Department as one of his two dogs had crawled under the front seat and gotten stuck. The good news was that the dog was safely freed; after the seat was removed.
Some customer?s request additional services at the time of their appointment, or after the technician?s inspection determines that more work is required. These are some of the reasons why additional time may be allotted when you are given the estimated time that your car will be ready.
How you describe the problem you are experiencing with your vehicle, and the words you use to explain it, can make an incredible difference in the end result. The goal of the Service Department is to repair your vehicle right, the first time, every time. If the problem is hard to describe, I suggest you ask your Service Advisor, or the Technician, to drive with you so they can experience the problem first hand, thereby reducing the risk of confusion during translation.
In addition, when describing the location of the problem in your vehicle, please try to be specific. Our Service Advisors often hear descriptions like ?clunk, clink, clang, ping, pong and bang?. These words are very hard to interpret. Also, refer to the driver?s side or the passenger?s side, rather than the right or left side. Left or right could be determined by where you are standing or sitting.
The toughest service problems are the intermittent ones; the ones that happen periodically, and, as per Murphy?s Law, often stop happening the minute you pull into the dealership. We do believe you have experienced a problem, but please remember that it may be very hard to re-create, and, therefore, difficult to diagnose or repair.
I heard about a customer that purchased a vehicle from a private seller, and came into a Service Department because they thought there was something wrong with their air-conditioning. Upon inspection by the Service Advisor, he had to report back to the customer that he couldn?t do anything because ------ the car did not have an air conditioning unit.
Please remember that a warranty is not a guarantee. Your new car dealer will do their very best to solve all situations. We work hard to earn, and retain, your business. Even though, in most cases, we are not responsible for the failure of your car?s components, we are still on the front line, and we are the first to take the brunt of consumers? frustrations. We accept this. We empathize with your situation, and, as the ?messenger?, we will go to bat on your behalf with the manufacturer on warranty issues. The fact still remains; either you the consumer, or the manufacturer has to pay the dealership for the service we provide. Most new car dealerships are independent retailers, and are authorized to repair the vehicle as set out by the manufacturer. We do, however, have limits to our empowerment, and we are not provided with a blank cheque from our manufacturer.
The time it takes a technician to diagnose a problem is billable, either to you or to the manufacturer. Most licensed technicians are only paid when they are working on a vehicle. Technicians are motivated to fix the car right, the first time. Should the vehicle come back requiring the repair to be done again, generally the technician will not be paid a second time to correct the initial problem.
Please take the time to read your owner?s manual, and also to ensure that your scheduled maintenance is up to date. Feel free to call your new car dealer with any questions or concerns you may have. And, remember, with old man winter just around the corner, NOW is a good time to bring your car in for a check up.
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