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Don't shy away from second opinion on big repair - Aug. 18, 2007
An ad on TV shows a man who visits a bank seeking a second opinion about his financial portfolio.
He appears guilty, as though he's breaching some protocol in soliciting advice from a competing bank.
Consumers should never feel guilty about obtaining second opinions, especially when it comes to purchasing new cars or auto repairs.
Auto repair shops (including dealerships) should never dissuade consumers from seeking a second opinion, if that's the client's wish.
Are second opinions required for all types of service work? No. For standard oil changes and tune-ups, many dealerships have flat-rate prices, which are generally comparable from one shop to another.
When it comes to estimates, dealerships provide figures that are within 10 per cent of the final price, and they will not proceed with any repairs until a customer has approved the work and the estimate.
That's standard and it's the law.
In the retail car industry, there's a flat-rate estimating system, where times are assigned for each job and the technician is paid according to that amount of time, regardless of the time spent working on the car.
Our service manager recounted a story about a customer who was told by a shop that his engine needed a $3,500 rebuild.
Rather than accept this verdict, the customer sought a second opinion from my dealership, where he originally purchased the car.
Our service technician confirmed the problem, and the cost to repair it was similar to the independent shop's. The customer then felt confident about the accuracy of the diagnosis and the estimate to fix his vehicle.
If you're looking at repair work that is covered under warranty, and to validate your warranty, you must have the vehicle repaired at a factory-authorized dealer.
That doesn't mean you can't solicit a second opinion from another factory-authorized dealer under the same nameplate.
There is a misconception that new-car dealers' service departments charge higher rates than independent shops. That's untrue.
Dealer repair rates are highly competitive with independent shops and automotive service franchises.
A large part of auto repairs boils down to trust and confidence. If you develop a good, trusting relationship with your local new-car dealer, then you will know that your repairs will be performed correctly and for a fair price.
Consumers might be less inclined to seek a second opinion, based on the relationship of trust developed with their dealer.
Obtaining second opinions can also apply to buying new and used cars. Despite the wealth of excellent information and resources available, people still make poor car-buying decisions.
I recently spoke to an owner who admitted that he bought his car almost on a whim. He said he liked the wonderful features, the colour, the design, the monthly payments and the fact that his co-workers drove the same type of car.
What he didn't realize, at the time of purchase, was how much it cost to maintain and repair the car, its depreciation value, warranty details, etc. He was hit with costly surprises that were entirely avoidable had he taken the time to do research or get a second opinion.
Whether you're buying a new car, or require service work, don't be intimidated into accepting any product or service against your will.
In this age of accountability and transparency, there is no excuse for not getting a second opinion, if that's what you desire.
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