Every automaker around the globe is deeply concerned with defection rates. These represent the percentage of customers that stop servicing their vehicles at franchised dealerships and instead turn to independent shops, home maintenance, or a combination of the two. Aftersales is often more lucrative to dealers than the initial sale, so losing a customer to a non-dealer service department means losing thousands of dollars in vehicle lifetime spending, as well as reducing interaction with new product for future new-vehicle sales. The largest hurdle in this battle is the public perception that dealerships are considerably more expensive than aftermarket independent shops when it comes to maintaining and repairing our autos, but is that really the case? And are there hidden issues that might crop up when using a non-dealer service facility?
It took decades for most automakers to convince their retailers that the true competition for their maintenance and repair departments weren’t other dealerships across town, but instead the independent or chain facilities across the street. When the suits started to look into it all, they found another major hurdle: convenience, or lack thereof. While non-dealer service garages would take in customers at a moment’s notice, dealership service departments booked days or weeks in advance. Today, under constant consumer surveys (and the penalties that bad reviews earn), factory retailers have realized that if they don’t match the convenience of well-performing indie shops or offer value to their service customers for money spent, they might as well switch to hawking something other than automobiles.
What’s the risk with taking new vehicles to indie shops? The use of aftermarket filters for routine services brings a low risk of damaging components; however, if any warranty issues arise related to the operation of those filters, some dealerships may raise concerns with offering repairs. In rare cases like these, the dealership needs to clearly demonstrate that a non-factory part directly caused the problem. This can be avoided by purchasing some factory filters to take to your indie shop. Just remember to keep the parts purchase receipts in your service records and to follow the carmaker’s service intervals to the letter. Also make sure your indie shop’s receipts detail any fluids or oils used as being the correct types as per the automaker.
Carmakers are quick to tell you that only their authorized service departments have access to the latest tech information on their products, and that by taking their vehicles elsewhere you might miss out on a warranty-covered repair or have a repair performed incorrectly. Most indie shops worth their salt have access to manufacturers’ bulletins (albeit at a delayed rate), and few would suggest their customers pay for a repair that might be a factory-covered plan. At the least, they’d tell you to contact your factory retailer, or they might do it on your behalf.
Which are more expensive: dealers or independent mechanics?
Diligent drivers will do some quick homework before the need arises, for if you’ve owned any number of vehicles before, you’ll know that sooner or later they will need items like tires and brakes. It’s easy to get some estimates on these standard items, and shops that balk at providing conditional phone quotes on routine maintenance items might be ones to avoid.
When comparing prices, make sure to consider the associated costs. Whereas prices are just the amount you pay for goods or services, costs include broader factors like quality, lifespan, warranties, and convenience. While shop A might offer lower prices on a certain job than shop B, one may offer a better warranty or have immediate access to the parts, while the other might experience delays. Some shops offer loaner vehicles while others do not, and those that do may charge different fees.
Consider the hidden costs, such as dealers’ tendency to help their most loyal customers first. This one’s not a rule, but rather depends on the human factor. Dealers are unlikely to show much goodwill to an owner who hasn’t serviced there since their warranty ended, so if an expensive defect surfaces up that’s outside of the automaker’s warranty, few dealer service personnel will offer to approach the manufacturer for some extended assistance. Such goodwill shouldn’t be counted on just because of loyalty, but know that without their cooperation, it’s almost impossible to get the automaker to help out.
Look at what you drive. If your current ride is a popular carry-over model from a line that hasn’t changed much in several years, you’re likely to have multiple sources of reliable service providers; if it’s a brand new or significantly re-engineered model, the situation can be very different. Aftermarket part suppliers decide what to produce based on demand, so newer models posting lower numbers don’t always make the cut. This doesn’t necessarily mean you’ll have to maintain your ride through the dealer, but it may mean giving your indie shop a hand by understanding they will have to source needed materials through the dealerships and that there may be certain jobs they won’t want to do.
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