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For many drivers, the whole business of car repair and routine maintenance at the garage throws them well out of their comfort zone, and not without good reason. The National Consumer Council reported that ‘shoddy repair work was costing the consumer £4 billion a year’, so the motorist’s all too common fear of being ripped off has some basis in reality.
The NCC called for change, and this took place in the form of the Motor Industry Code of Practice, which achieved full Office of Fair Trading approval in November 2011. This means that today’s motorist has some protection and an easy source for guidance when selecting a mechanic.
Here’s some advice on how to make a visit to the garage less daunting, without needing to become an expert mechanic yourself.
Get to know your car
The more you know about your car and the problems it might have, the more in control you should feel. Taking a little time to familiarise yourself with the more common aspects of car maintenance and its component parts could be enough to convince a mechanic that you aren’t completely ignorant.
Also, make detailed notes on how the problem is presenting itself: what seems like a minor detail to you could really aid fault diagnosis.
Things to look out for when choosing a garage
Use your skills as a consumer to help you judge the kind of service you are likely to receive from a particular establishment, just as you would when entering a restaurant or electrical goods store.
The following are some indicators that a garage might be good to deal with:
- They have signed up to the Motor Industry Code of Practice.
- The workspace is uncluttered and welcoming.
- Professional drivers (such as taxis or delivery vans) are using them.
- The walls display certificates and other achievements.
- The mechanics are polite and presentable.
You can also look out for some of these bad signs too:
- The forecourt is cluttered with dirty rags and abandoned tools.
- The mechanic is working with a limited supply of tools.
- The reception is cold, unwelcoming and shows lack of customer care.
- The mechanics are unfriendly or vague.
- The only cars being worked on are old bangers.
Remember, you are the customer
Shopping for car repairs is not all that different to shopping for anything else. As the consumer you hold the real power, so go to a garage prepared and don’t be afraid to walk away if you are not satisfied.
- Estimate costs: With the power of the internet at your fingertips it’s easy enough to find a ball-park figure of what a repair should cost.
- Shop around: Don’t be afraid to get a written quote and compare this with other garages.
- Say no: If for any reason you are unhappy with the service being offered, don’t be afraid to walk away. You are not obliged to give them your business.
What to do if it all goes wrong
The Motor Industry Code of Practice requires participating garages to have a dedicated customer service representative, and this should be your first port of call.
If the representative is unable to resolve your dispute there is a consumer advice line that offers a free conciliation service – visit the Motor Codes website to find out the contact details.
If this doesn’t work, the code obliges the participating garage to agree to independent arbitration, a process much simpler than court action, and the findings of which are legally binding.
If the garage you are using hasn’t signed up to the code, you might save time and money by speaking to the foreman or service manager before resorting to legal action.
You want your car to be in the best hands, so use what you know to choose wisely. You should apply these same skills when choosing a car insurance cover that will properly protect you.
