SENDING a motor vehicle for servicing by a franchised workshop can be a harrowing experience for many, especially for those new to motoring. They leave everything to chance and at the end of the day, groan and moan about the bad treatment received or feel cheated by the workshop.
You can reduce or even eliminate problems encountered at the workshop if you are prepared. More senior motorists never seem to have such problems.
Motor vehicle servicing cannot be avoided. A motor vehicle is made up of at least 3,000 parts of various materials like plastics, steel, rubber, glass and cloth.
Many are moving mechanisms that need maintenance.
Otherwise, the parts will just break down from sheer negligence and you could be stranded in the middle of nowhere at the least expected moment.
Regular Service
The motor manufacturer has determined that your motor vehicle should be serviced at regular intervals, usually every 5,000km or 10,000km. There is a service handbook that comes with every car which provides detailed service intervals and items that need to be done at a specific mileage covered by your vehicle.
If you own a used vehicle with no service handbook, you can request a copy from the authorised workshop or photocopy the handbook from a friend owning a similar model.
During the service, the mechanic follows a list of items that needs to be done in addition to the normal oil and oil filter change.
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Some of the other items (depending on mileage covered) include spark plug changes, checking or replacing the air filter, timing belt check or change and brake pads and linings check.
The list also normally includes checks for leakages of fluids, condition of belts and operation of the various systems to ensure the proper operation of your motor vehicle.
Making the first visit
If you have a brand new vehicle and plan to make the first service visit, read the service handbook and vehicle owner’s handbook carefully beforehand. There is a lot of information which will get you to know your vehicle very well.
Before making that first call, prepare a list of items that need attention. Some new vehicles have problems like power windows not working smoothly, rattling sounds, juddering wipers and squeaky door hinges.
If the list is long, be prepared to leave the vehicle for two days for a thorough inspection and rectification work, bearing in mind that a typical workshop has specialists for specific work – engine, suspension, electrical and audio – and the specialists take turns to work on a vehicle.
From the list of authorised service centres provided in the service handbook, pick one which is either the most convenient, recommended by peers or have had good experience with.
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Allow for at least one week’s notice to book your vehicle service date.
When you speak with the service advisor on the phone to book the time and date, give a brief description of the items that need to be done in addition to that already listed in the service handbook.
This will enable him to allocate more time for your car. Note his name and direct contact in case you have to change the appointment.
Dos and Don’ts
On the evening before your appointment at the service centre, remove all valuables and personal items from your car.
Make sure the spare tyre, tool kit (note its contents) and other basic equipment that came with the car are there. Remove the security accessories like the steering lock and its key.
This is to avoid a breach of security through unlawful duplication of the key. If you are the forgetful type, make a list of items that are left in the car to avoid misunderstanding when the vehicle is collected later.
You need to bring the service warranty booklet along. It has the tear-off slips to certify that you are entitled to the free services or in the case of used vehicles, the record to show that the vehicle has been well maintained according to schedule.
Allow for traffic jams and aim to be the first on the queue at the workshop. Arrange for your alternate personal transport for the day or two.
At the service counter, provide all the necessary details to the service advisor.
Make sure that your list of complaints is included in the job order sheet to avoid any misunderstanding and at the same time, evidence to show that the fault(s) were pointed out at the first (or subsequent) service.
The service advisor may ask you to go for a test drive with him to demonstrate certain complaints, especially items that are associated with the running of the vehicle like noisy suspension bushes and rattles.
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Always ensure that the service advisor goes round the vehicle with you before it is driven to the workshop. This is to avoid any arguments about the condition of the vehicle or items inside missing when collecting the vehicle later.
Once the vehicle has been left with the workshop, do not add more items to be done as it would only confuse the mechanics. Leave the vehicle to the workshop for the mechanics to do a proper job.
If staying back to watch your vehicle being serviced, do not deal with the mechanics directly. Any complaints should be passed on to the service advisor that accepted your vehicle.
Collecting your vehicle
The service advisor will usually call you when your vehicle is ready for collection.
Make sure you have sufficient cash to pay for the job done unless the workshop readily accepts credit cards and/or cheques.
Do not forget to bring along the workshop service order form which you signed when handing over the vehicle.
Go through the vehicle with the service advisor on collection of the keys. Check externally for any damage or missing items. Check the interior and boot to ensure everything is intact. Do not be in a hurry to collect the vehicle.
If something is not right such as missing items or damaged body, bring it to the attention of the service advisor immediately.
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They are there to handle customers and make sure everything is all right. If the problem such as rattling persists, have it recorded in the bill to show that the workshop has not rectified the problem. A written record is vital in later claims, especially when the warranty period expires later.
Seeking redress
If you have a serious complaint against an authorised franchise workshop, speak to the service advisor first. If he cannot handle the complaint or failed to provide you with a satisfactory solution, see the workshop manager.
Depending on the type of complaint, you have many other channels to seek redress.
You can submit your written complaint to the boss of the company or other neutral parties such as the Ministry of Domestic Trade and Consumer Affairs, the Automobile Association of Malaysia (AAM – if you are a member) and the consumer associations.
If it is a serious case such as damage to the vehicle that affects your insurance, a police report is strongly advised.
Always have written and photographic evidence to support your claims. The presence of independent third parties is also useful when there is a need to call for witnesses.
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