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But my technician said it would be covered an oil leak for example. To understand how this relatively simply request can go off the rails, it’s necessary to take a look behind the scenes. First, some dealership service personnel take it personally when a customer opts to have their routine maintenance work done by another garage, and no matter how professional or experienced they are, these feelings can ruin the broth of a client transaction. Some of you may remember how comedian Jerry Seinfeld made this look very funny in the episode where his technician kidnapped Jerry’s car after he questioned an estimate and wanted to take it to another shop for a second opinion. Secondly some independent technicians may not be completely conversant in a particular carmaker’s warranty terms. For example, suspension or steering joints may exhibit play or looseness, but may be within the manufacturer’s specs and therefore not a warrantable repair. Some warranties require a physical oil leak or drip to exist before repairs are authorized and a damp gasket or some fluid ‘sweat’ isn’t considered reason for action. Misunderstandings like this can escalate to arguments when a dealership completes an inspection, cannot find a warrantable condition, and then presents their customer with an invoice for the technician’s time. But any auto

Car Counsellor BRIAN TURNER

manufacturer will tell you that regardless of where a vehicle is serviced, the warranty, as outlined in the owner’s handbook, still applies. So to make things easier for everyone, here are a few tips when dealing with this situation. • If your independent tech brings something to your attention that he or she thinks may be covered under a manufacturer warranty or recall, get some specifics. If something is loose: how loose is it? Which specific component? If something is causing a noise: why? If something is leaking: which fluid? Is it dripping or just sweating? Ask for a written report to eliminate the risk of forgetting something or referring to the wrong side or end of the vehicle when returning to your dealership service counter. • When communicating with your dealership, provide as much information as possible. For example, rather than ask them to diagnose a noise, tell them your private technician has identified a fault with component ‘A’ or part ‘B’. Ask them up front what their policy is for inspections that don’t lead to a warrantable repair.

Whether or not you choose to risk your money (on inspection charges) depends on how much you trust the opinion of your own tech. Some inspections require little time (and therefore small fees) whereas some jobs may involve multiple road-tests and/ or special equipment and at city shop rates that exceed $100/hour; it’s good to know where you stand before things get started. • Dealers get paid by their manufacturers to complete warranty repairs and in some cases they are reimbursed at their retail labour rate with a healthy mark-up allowed on parts. Some techs may complain that the time allowances carmakers list for certain jobs are rather thin, but overall, completing warranty repairs is a profitable business for the retailer. If you have any questions, opinions, or stories on anything automotive please drop me a line, [By email to emc@perfprint.ca or directly to bjoeturner@hotmail. com listing ‘Question for the Car Counselor’ on the subject line or by post to Record News Communications, 5 Lorne St., P.O. Box 158, Smiths Falls, ON K7A 4T1]. When using regular mail, please supply a phone number if you seek direct contact (due to volume I can’t always promise replies). Yours in service Brian Turner

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EMC Lifestyle – A common situation that arises at dealership service/parts counters every day has a variety of approaches and the results can vary from great to dismal, depending on how things are communicated and unlike the old adage: a little knowledge can be a very good thing. Many vehicle owners are happy to have their vehicles serviced by their authorized dealerships and some prefer to stick with an independent garage or national/ regional chain for reasons of trust, price, comfort and convenience to name a few. A good service provider, regardless of the shingle hanging at their front door, will always do their best to ensure their customers have worry-free driving. To this end it’s a common practice for technicians to perform a general inspection anytime a vehicle is in for routine maintenance in order to spot and bring to the owner’s attention, anything that’s amiss and requires attention. On newer vehicles, good service consultants will always keep in mind the vehicle manufacturer warranty as it may cover the costs of parts and labour for a particular repair or replacement due to a warrantable defect in workmanship or materials. So it’s not uncommon for a vehicle owner to end up at his or her dealership’s service desk with a recommendation from an independent garage to replace a tie rod end, or repair

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Sales & Service 10510 Loughlin Ridge Road, Mountain, Ontario 613.258.8913 | bandb@xplornet.ca Time to get that mower and equipment serviced or repaired. Service to all makes and models THE EMC - 46 - Thursday, July 18, 2013

10510 Loughlin Ridge Road, Mountain, Ontario 613.258.8913 | bandb@xplornet.ca

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