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That new car smell…

To keep your car running as designed you do need that oil change. Yes, you do need some type of scheduled service plan. I don’t like buying tires, so I rotate them at every oil change interval. So should you. There are some things you can skip, or skimp on, and some things you shouldn’t. Just as all people are different with different needs, all cars require different maintenance-style intervals. To assess your particular vehicle’s needs, here are some questions that require honest answers : Do you drive a lot (i.e. more than 12,000 miles/yr.)? Does the vehicle idle a lot? Is the vehicle in question subjected to a lot of stop and go driving? Do you frequent dirt roads? Do you avoid pot holes or just drive straight through them? If you answered “yes” to most or all of these questions then your vehicle is in what’s referred to as a “severe” maintenance schedule. It requires more- frequent-than-usual service. (More stop and go traffic = more brake service needed.) And if you live on a dirt road or drive in correspondingly similar (dusty) conditions, you will need that air filter and/or cabin filter replaced at the 12,000 mile interval. Your car is one of the most costly investments you will make so let’s try and keep that “new car smell” for as long as we can.

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The Mystery of the Matrix

So when this first came to my attention, I refused to believe it. I had overheard a Service Manager say to a Service Advisor, “Make sure you use the Matrix when you quote that job.” So at the time being a curious mechanic, I asked,”what is the Matrix?” At that time the Service Advisor pulled a little chart out of his desk that had all these columns of numbers down and across. “Oh it’s basically hoping the customer can’t compute math and it is a way to over charge them.” He said. ” WHAT?” I couldn’t believe it until I looked at the card in his hands. That’s right. The more hours you spend, the more the shop rate increases! Now, a lot of businesses do the opposite. You spend more, you should get a break right? Maybe at the independent shop or at your Mom & Pop style repair station but that’s not how the dealership does it. Say they are $100.00 an hour. At that rate 4 hours of labor should be and usually is $400.00 . With multiple repairs to the same vehicle, sometimes you can be quoted 16 hours worth of work and not all customers are savvy enough to notice the first 5-6 hours were $100.00 an hour but beyond that the additional hours were calculated at $107.00 an hour or more! So that 16 hour job is now costing you $1,670.00 instead of $1,600.00 in labor only! Not including whatever parts were required to do the repairs and the disposal fee which is usually a percentage of that total repair. Most consumers wouldn’t catch it would they? That is what the dealer is betting (or banking!) on.

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Up Front Selling

You survived the walk-around and now you are ready for the write up. The Service advisor is well versed in meeting your automotive needs. This includes up selling as much as possible before your vehicle is even seen by the mechanic. You might hear things like: “Your transmission service is due.” Or, “Mileage-wise, your spark plugs and air filter are next up for a change. Or, “an alignment ” is suggested. Some of these things are required, some are overkill. Your owners’ manual or service dossier should have a guide on what is due, and when. Don’t let an overzealous advisor sell you things your car won’t yet require, or things that have been already addressed. An example would be a “coolant flush” if your radiator was recently replaced. (At the time of replacement is when the system should have had this done along w/the new coolant added.) Advisors make a living on selling to you—the customer—as much labor/hours/service as they possibly can. Remember this is your vehicle; it’s your choice! If you have any questions before, during or after your visit, don’t hesitate. Ask.

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surviving the trip to the Dealership

You have got a car you love. Or at least one you wish to maintain so that the automobile remains somewhat reliable. That’s great, but few dealerships are trustworthy so I wanted to provide some insight and some ammo for when you bring your car in for service. Lets start where most dealerships do: with the walk around. The walk around is presented as a “pre-inspection” or a way for the service advisor to get to know you and your automobile. Now make no mistake, the walk around is more than selling you wipers or a rear lamp bulb you may not be aware that you needed. It is to protect the dealer; to note any scratches, dings or dents you may claim to have acquired while your car is being serviced. A common misconception is that the service advisor is there to help the customer. The service advisor is put in place by the dealer to help the technician sell the work. The more billable hours the better, somewhat like a lawyer.