Corner Garage vs. Dealer Service Department
Below we’ve outlined some of the pros and cons of the dealers versus the corner garage repair shop down the street. These are small, independent repair shops, not the chains like AAMCO, Jiffy Lube, GoodYear or Pep Boys. Those chains, which often specialize on one “repair area” of the car, fall in a middle ground between the dealerships and the mom-and-pop repair shops.
Technical Staff
The technicians at the dealer level are specialists; they are factory manufacturer-trained and typically work exclusively on your make of vehicle (Honda, Acura, Hyundai, etc.). Most dealers have an ongoing training program for the service staff, which includes not only the service technicians but also the service manager, advisors and support staff. The manufacturers offer these training programs only to their network of dealers and often times they come with certification for the technician. The dealers pay for these training programs to keep up with the latest vehicle enhancements and repair techniques.
A manufacturer-trained and experienced technician is one of the dealers’ biggest assets. They help save labor costs by being able to quickly determine what is malfunctioning in a vehicle. They also are aware of recalls and service advisories that are repairs that cost you nothing for the dealer to perform.
Many independent repair facilities are started by previous dealer employees who want to operate their own repair store. Once on their own, they can continue to stay current with the most of the latest repair advancements by taking classes and getting certified through the Automotive Service Excellence. Many dealership technicians are both manufacturer- and A.S.E.-certified, so don’t be afraid to ask about their certifications.
Location and Convenience
Repair shops are often in more easily accessible locations than the dealers — as in the proverbial “corner” garage. Most dealer service departments will provide a service van shuttle back to your office or home. Many luxury-brand dealers will go the extra mile, providing consumers with loaner cars to drive while warranty work is being performed. Many dealerships contract with approved rental car companies featuring their make; although you may be given a less prestigious loaner to drive, it is free transportation nonetheless.
Guarantee on the Work
What about warranties? There the advantage definitely goes to the dealer. First, a dealer will perform repairs for free if your car is still under warranty. Dealers are paid by the manufacturers to perform this service and require the service technician to verify any issues. If you have to pay for repairs outside the warranty period, dealers can back up their repairs with a warranty that is good nationwide. Thus, if the repair doesn’t hold for some reason, it can be fixed free of charge at any other dealer.
Customer Satisfaction
Dealership owners, or principals, have to pay vehicle manufacturers in order to work under their banner. Since they represent the manufacturer, service departments are required to measure up to corporate standards of customer satisfaction as part of the deal. In fact, customers are often surveyed by the manufacturer or the dealership to measure their satisfaction and (in theory, at least) to handle any unresolved issues. Dealer service departments know that if you’re angry with their service, you’ll complain to the manufacturer, and that would be bad news for them. Truth is, some dealerships are truly more concerned with keeping “corporate” happy than their customers, and it shows.
Facilities
Dealers do have a distinct advantage when it comes to facilities. Dealers get manufacturers’ assistance with start-up costs and equipment. They get first dibs on any of the manufacturers’ newly developed service tools, specifications and, as noted above, recall and service bulletins. That way, the manufacturer keeps the latest information on new cars and the hardware to best service them “in-house,” at least for awhile. (This translates to keeping your money in-house, as well.)
Dealer facilities are often cleaner, more organized and better maintained than smaller shops. At a dealer facility, you may find a waiting room, clean bathrooms, a place to buy car accessories, even the availability of drinks, snacks and television. They may even wash your car before returning it to you. This can make the overall experience a lot more pleasurable.
Your Decision
If you do decide that dealer service is what you want, get your name on the dealer’s service mailing list. You will get coupons for significant discounts on maintenance and service. If you decide to go with a smaller shop instead, look for places nearby that specialize in your vehicle’s make; then ask them about prices, certifications and warranties. Finally, no matter what type of service shop you’re contemplating, it can’t hurt to ask friends for recommendations or to check the Better Business Bureau to see if there have been complaints filed. At least this way you’ll know that, no matter what you choose, you won’t get taken for a ride.
