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Diagnostics

Posted by Nick Roe on July 1, 2007, 2:38 pm

How do other garages charge for diagnostics on cars where fault intermittent? Recent customer had fault with car, have tryed it 3 times without charing with no cost to himself, spoke to dealer who suggested could be a sensor, so suggested to him replaceing as it was fairly cheap, and trying, Now complaining we fitted and no cure! Still not able to get car to falter when we drive!

Re: Diagnostics

Posted by Graham Bullock on July 1, 2007, 3:42 pm, in reply to "Diagnostics"
Graham Bullock

Just tell the customer as it is. You are not here running a charity, you will look for the fault and charge the hourly rate, if you do not find it this is because there are more tests required or the faulty item tested ok during the test (it is intermittant). If you suspect a part you are diagnosing it to the best of your ability and can not guarantee this part to cure the problem, there may be other faults. If customer agrees - do the job. If customer does not agree - send job elsewhere.
Got to be tough with them.

Graham

Re: Diagnostics

Posted by Paul Whatmough on July 1, 2007, 6:05 pm, in reply to "Re: Diagnostics"
Paul Whatmough

We always have a quick look just to show interest and keep customer happy. Then advise they run the car until either the fault develops or they can confidently present car to us whilst faulting. Also if we repair intermittent faults we always allow customer to take vehicle and test for at least one week. We then contact them and if fault is cured we invoice them. This builds customer confidence and is a policy we have had for established customers for the last ten years. Never had any problems...
Paul...

Re: Diagnostics

Posted by Nick Roe on July 1, 2007, 10:16 pm, in reply to "Re: Diagnostics"

To be fair established customers we'd do the same, but when there people you've never seen before you've got to be very trusting to let them take car with no money, but as good as we all are ocassionally you make the wrong choice, who pays for the part then?

Re: Diagnostics

Posted by Shaun Dale on July 2, 2007, 11:03 am, in reply to "Re: Diagnostics"

It all depends on how you present it to the customer, I always emphasise that they are paying for the work I am putting into their car not for the "FIX". In these nasty intermittent scenarios I always put a note on my invoice saying exactly what I found
"fault not evident at time of testing" etc.and that further work may be required if the problem reoccurs. Basically I pave the way for another bill if I am not confident that I have got to the bottom of the problem!
Who pays for the part? the customer of course, you make your tests as carefully as you can don't you? Sometimes though the only way to be sure is to substitute the part and you don't always have a known good secondhand one, so it has to be new. I often tell the customer that it is cheaper to fit a 30 quid part than spend an hour (£45)testing it, that pacifies them quite well.
I used to think it was about repairing cars, it's not, for me it's about feeding my kids. I just got fed up with fitting parts and providing labour for free to customers who plainly have more money than I do. Don't get me wrong, it's not that I don't care, but I do a good job and now I want paying for it!

I feel much better for getting that off my chest!
Shaun.

Re: Diagnostics

Posted by Barry Rudd on July 2, 2007, 12:34 pm, in reply to "Re: Diagnostics"
Barry Rudd

Many years ago I made the mistake of going out to intermittent faults and not invoicing if I couldnt find the fault (which wasnt present at the time)
Some times you will 'cure' the fault just by unplugging a component (classic is air bag seat looms) or moving a loom away from a short.
I would say ring me back if it occurs again and 90% didnt
so I've learnt to charge at that point.
there is however a feeling that you are now committed and the job(problem)is yours forever, but on balance you will gain financially by always charging for the first look-if you dont invoice immediatley always ring in a week ( I've lost a few quid by being too busy and forgetting)

If I were wrrrrrrrong in a diagnosis I would stand the cost of the incorrectly diagnosed part and put it on the shelf and down to experince. It is important to let the customer understand that you are fitting a cam sensor because the scanner suggests it is faulty but is no guarantee of a cure-just the first step and that is what the main dealer would do-if he would prefer to go there
Regards
Barry

Re: Diagnostics

Posted by Keith Simpson on July 2, 2007, 6:34 pm, in reply to "Re: Diagnostics"

This has happend to me on many occasion. If I connect up scanner to car instantly the bill is £45.00 fix or no fix. I test supposed faulty componant if working ok I knock of warning light inform customer if it returns later with same fault I do not charge for scanner test but will replace part. The worst thing is when customer is watching they cannot justify £45.00 for 10 mins scanner test. Even when I explain cost of equipment ect ect. I always seem to be covering my arse putting everything on the invoice just cannot win sometimes.

Keith

Re: Diagnostics

Posted by Shaun Dale on July 2, 2007, 8:54 pm, in reply to "Re: Diagnostics"
Shaun Dale

"When customer is watching" I stopped doing mobile work for this very reason, Whenever humanly possible I get the customer to drop their car off first thing and tell them I will call them later.
All the customer sees is the scanner go on the car and the code reset happening, they can't (or won't) see all the other work you have to do, time on UKAT

, putting tools away, tidying up, paperwork etc. etc. Of course they expect us to have the tools of the trade the way they expect a plaster to have a float and a large bucket, why they feel they should not have to bear their proportion of the cost for this equipment beats me, I just find it easier to justify the bill if they do not watch everything I do to their car (and I make fewer mistakes if they are not breathing down my neck!).

Shaun

Re: Diagnostics

Posted by Paul Whatmough on July 2, 2007, 9:18 pm, in reply to "Re: Diagnostics"
Paul Whatmough

Do you remember the program on television,"GARAGES FROM HELL" Ive got a better idea, "CUSTOMERS FROM HELL" let people see what its like dealing with the public and running a modern garage.
Paul...

Re: Diagnostics

Posted by Derek Warwick on July 6, 2007, 1:28 pm, in reply to "Re: Diagnostics"
Derek Warwick

Hi all,
I was in my local Vauxhall dealers the other day and noticed a sign saying charge for diagnostics would be £65 inc. unless it later turned out to be a warranty claim, then it would be refunded.
Derek

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