Buying Or Repairing A Car? Get It In Writing

Consumer Affairs has two recent cases that I’d like to share with you because they are illustrative of the dangers of not establishing and maintaining a service history for your vehicle:

Client A owns a two-year old car that has started to experience problems. The client brings it in for a check-up and attempts to report the fault to the manufacturer for a free replacement part under the conditions of the client’s warranty. The overseas manufacturer refuses the claim, explaining that without a service history they cannot verify when the problem arose, if it’s a result of everyday wear and tear, or if it’s a result of known systemic problems with the vehicle or a result of the client’s neglect.

Client B owns a car that has a minor recalled part on it. The client is not made aware of the low-level recall because the dealership is only required to notify customers and switch the part out during their regular maintenance checks. As a result, the client is driving a vehicle with a known problem and potentially damaging their car.

The need to establish a service history with an authorized centre for servicing is critical to ensuring that your vehicle is properly maintained. Consider this:

• If a warranty contract is broken by the client the retailer may no longer be liable for damages that are often related;
• Once an unauthorized mechanic has worked on the problem the authorized dealer is no longer liable;
• Establishing oneself as a good customer by ensuring your vehicle receive regular maintenance checks is more likely to lead to goodwill from the retailer (for example, if a problem arises just after a warranty expires);
• If there is a manufacturer’s recommended service, owners may only be notified upon their next scheduled service; and,
• With the complexity of modern electronic components, having different mechanics treat individual problems as they arise may result in a underlying electronic problem with the vehicle going undetected. Authorized dealers for your vehicle have the manufacturer’s diagnostic computer systems necessary to properly check your vehicle and they are sent regular software updates.

Many consumers are not very knowledgeable about the mechanics of their vehicles and are reliant on vehicle repair staff to treat them fairly and to do a good job at a reasonable price. To ensure you get the best possible service, ensure you bring your vehicle to a licensed repair facility with qualified mechanics experienced in the type of vehicle you own.

Before bringing your vehicle in for the service checks necessary to maintain your warranty, write down any problems you may be having with the vehicle and ensure that the mechanic fully understands exactly what symptoms the vehicle is displaying. Do not leave your vehicle with the mechanic until you are satisfied that they have understood your concerns and have agreed to a course of action that is in line with the demands of your warranty agreement.

For instance, will your vehicle be repaired or will it require replacement of parts? Could the repair process affect other systems in the car? Is there a charge for diagnostic work? Will the replaced parts be new, used or reconditioned? What is the warranty on replaced parts? How long will the job take and what will be the final cost?

Many problems can be avoided by ensuring that you have a written quote on the repairs to be performed (not an estimate, which is just an educated guess and is not legally binding), and make sure it clearly states to call you for any work that is not detailed in the quote. If you have taken your vehicle to another mechanic other than the authorized service centre, then ensure that the mechanic’s diagnosis is in writing so that there is no dispute should problems arise later.