Your Automotive Service Department

The good old days of chatting with the mechanic and handing him tools as he works on your car are long gone. Cars have become so complicated and computerised, only the big shops can afford all the diagnostic equipment. Parts tend to be replaced rather than repaired, so nobody can just make a few adjustments and send you on your way. There's a legal liability issue, too. If you get hurt wandering around the shop, they'd get sued.

You wouldn't expect to watch your kid's operation, would you?

So, please sir, have a coffee on us and relax. We'll call you when your car is ready.

 

I was there at her birth, I was there in the ER watching behind glss every time she was in the hospital. So, yes.

My Toyota dealer and my Nissan dealer have glass into the bays, the Nissan dealer has stools to sit at the glass.

My tech brought me the cabin air filter and showed it to me so I would authorize it's replacement at 55,000 miles.

But then, I am one who has consistently said he liked his Dealer.

 

Is the above normal for US main dealer service?

Gone are the days here of chatting to and watching over the mechanic doing the work (well apart from the local 'taxi' garage). At my main dealers we are introduced to the 'technicians' who will be working on your car and you have the opportunity to discuss any issues you may have.

They then take your car away to the service area whilst you enjoy unlimited coffee, watch tv, surf the net or read a selection of reading material. There is a window to the service bay should you wish to see what's going on. Personally I enjoy the free coffee and a chat with the Receptionist/Service Advisors.

 

i've been driving for forty years and i've never seen it any other way. the only change i have seen is that the waiting rooms have gotten a lot larger and more comfortible as mentioned above. there is usually a window into the service area, but you can't actually see what they are doing to your car. that's why i go to my local mechanic. for some reason, his insurance doesn't require me to stay out of his two bay service area. i can stand under the car and look at things with him. unfortunately, he can't fix everything on a hybrid.

 

I do miss the days of having a mechanic that I could stand around in the shop with, as he pointed out things on the car that needed - or didn't need - repair/replacement.

I'm happier, though, having a car that doesn't seem to need much, other than oil changes - but when those happen, I usually am closely involved, handing over tools, grabbing paper towels, etc.

 

Not necessarily. I hunch most of us would rather be more involved, or at least be able to see what's going on. Unfortunately, that's just not the way it is, and there's not much we can do about it. Not being able to speak with the person actually working on the car is particularly frustrating, especially when the 'customer service representative' is clueless and doesn't speak English well.

 

You only get cookies and tv?

 

did i derail your thread? sorry!

 

The nadir (love that word) of my experience with service departments:

I was noticing a real sick sound every time I stepped on the brakes, coming from the front left corner. This was a '91 Honda Accord. Sounded like the car had a broken back. Got home, took off the tire at that corner, took a look at the brakes with a pitlamp, and spotted a radial crack in the disc.

Phoned Westwood Honda in Port Moody (always like to give plugs ), told them the symptoms and what I'd observed, brought it over to them. We're walking distance, so went back home after dropping it off (hate the waiting room...).

About an hour later got a call from the Service Advisor: "Your car's ready Mr. Leisk, and you're in luck, there was nothing wrong with disc."

For about 1/2 a second I actually believed him, and was kind of happy about the situation. Then reality kicked in, I won't bore you with details.

 

No, you're not off base. I believe you should be able to at least observe the work being done in some way or another. I generally hang with the car, and they have not had a problem with it. I wouldn't go someplace that refused to let me see the work unless it was absolutely necessary.

 

Exactly like all the dealers around here too. Its the modern dealership. I have'nt see any glass windows that offer views into the work area for 10 years. If its a newer dealership within the last 10 years they have a huge work area thats air conditioned and not close to the waiting room.

But have you noticed how many posters remark how great the coffee and donuts are while they are having there cars serviced
and could care less about watching there cars getting repaired.
And why should they? They have no clue what the hell the dude is doing anyway. Dealerships figured out that if they fill your pie holes with donuts they can make you sit for hours while they mess your car up.

 

BUT, if you are there to buy a car ...

Last summer I bought a new car and asked that I see it on a lift in order to inspect the underside before signing the contract. I thought that was a reasonable request since we are buying new and expect it be in pristine condition.

The salesman said that would be fine. The car, up on the lift in the presence of the sales person and a mechanic who took pleasure in answering my questions. We can only wonder if that happens when taking it in for service.

 

very interesting.

 

LOL, pie holes! good one ed.

 

It seems similar to having surgery: no windows on the operating room either. Maybe it's just the "western" way: to isolate you from the realities.

 

The waiting rooms of both my service department and hospital have wifi. Why would I want to go anywhere else?

 

i always keep an eye on the surgery when friends and family go under the knife. then, i ask fro the old parts to make sure they were really defective.

 

In the UK when vehicles are taken for the yearly MOT ( safety inspection ) it is required by law to have a customer viewing area so that the car owner can converse with the mechanic testing the vehicle, but this does not apply to service work. Perhaps a solution would be to have CSTV to watch work being carried out.