In mechanics we trust

Driving away from the service department in the free loan car I allowed myself a little contented smile at the thought that this was where it all would start to pay off. After years of driving “interesting” cars and putting up with the extra cost of maintaining, insuring and just plain running them, I had gone mainstream and bought a Toyota.

Some might suggest reliability and dependability finally won out over more emotional attributes. But as the main family car we needed something versatile, comfortable, roomy and safe, but also, I eventually agreed, something cheap to own… So after much searching, test-driving, discussing and deciding, we opted for a two-year and 60,000km-old Toyota Kluger.

So here I was, driving away from the dealership in the courtesy car, patting myself on the metaphorical back for having the sense to choose such a machine. After all, I’d just been informed that the cost of our first service would be no more than $295.

Little more than an hour later there was a call from the service department with some very familiar-sounding words.

“We’ve got your car up on the hoist and we’ve noticed that it needs a new air conditioning filter. We can fit a new one for $120.”

My first reaction was that the service consultant may well be right -- we only bought the car 10,000km ago and had no idea how much dusty driving was done before then. On top of that, I’m not sure I trust myself to go ferreting around inside our newish car’s aircon system in search of a little DIY.

But a quick search on the web showed two interesting things: first, replacing this filter is an easy job requiring only one screwdriver and a few minutes (there’s even a video showing how it’s done); and second, the replacement part costs as little as $20 -- in the USA at least.

Was it a coincidence that the service department was having a sales promotion on the need to replace cabin air filters -- judging by the large marketing display placed prominently in the waiting room?

I told the Toyota man we would hold off until the next service, when it’s due to be replaced anyway. I reckon maybe I can tackle this job myself in the meantime, or at least investigate whether it was needed.

But wait, there was more!

“We also noticed some carbon deposits on the fuel injectors. We can give the system a complete flush for $98.”

My initial suspicion was that I was about to become the victim of a workshop over-servicing my vehicle. Or at the very least recommending extra service items that weren’t strictly necessary.

When I asked whether this carbon is normal I was told: “Maybe you got some dirty petrol and the microscopic fragments left some residue.”

Now, I’m no chemist but this sounded to me like a line. Carbon is dirty stuff, but that doesn’t mean any piece of dirt is made of carbon. Does it? Is dirty petrol any more likely to cause carbon deposits? Isn’t it incomplete combustion that does that? And if had been caused by the way the engine was running, shouldn’t that have been avoided by the “extensive pre-sale servicing” the very same workshop carried out on the car before we purchased it?

My friendly neighbourhood RACV man later advised me that this was most likely a case of over-servicing and that most service departments “have a list as long as your arm” that they’ll choose from, telling you: “your car could do with a such and such, but it’s up to you.”

Of course nine out of ten drivers will say yes, based on both fear of a malfunctioning vehicle and innate trust of those with greater expertise.

So here’s the crucial point -- what is the layperson to do in this situation and how can he (or perhaps more often, she) hope to be protected against those who might choose to add to their bottom line at the owner’s expense?

The RACV’s Manager Vehicle Engineering, Michael Case, has some advice for motorists, like this writer,  who find themselves in this position:

According to Case, there are four considerations for vehicle owners if they suspect they are being over-serviced:?1. Ask why the vehicle requires extra work. If it is for preventative maintenance reasons, ask how long it will be before it will cause noticeable problems and what are the consequences if the work is not done immediately. The RACV has a Motoring Advisory Line (tel 03 9790 2190) that can discuss these points and give car owners an idea if they are valid;?2. If possible, ask the mechanic to show you the problem;?3. If you are in any doubt, ask for the car to be put back together so that you can get another quote or second opinion;?4. If you go ahead with the work, tell the mechanic that you want to see the old parts or have them returned to you once the job is complete.

In addition, the Victorian state government’s Office of Consumer Affairs has some handy reminders to consider before leaving your car at the workshop:?1. After obtaining your repair estimate, ask the mechanic to let you know of any work that needs to be done on the car in the foreseeable future, so you can develop a maintenance plan;?2. If somebody else is taking your car to the mechanic, ensure you explain what you want done… Remember, as your agent, that person will bind you to a contract with the mechanic -- but it will be your responsibility to pay.

The Victorian Automobile Chamber of Commerce (VACC) Code of Conduct requires members to “observe proper standards of conduct and act honestly and fairly in their dealings with consumers and other persons.” Motor industry organisations in other states espouse similar virtues.

That makes it clear what businesses obligations are, but how is the code policed and what happens to those who choose to overstep the boundaries? And if consumers have genuine concerns about over-servicing, what is the possible fall-back?

The VACC’s Executive Director David Purchase says the industry complies with all statutory and legal requirements associated with Australian Consumer Law and in Victoria, disputes can be taken to the Victorian Civil Administrative Tribunal (VCAT).

He adds: “It should be noted that the automotive industry is not overrepresented at VCAT; nor are all cases decided in favour of the customer. In many cases, consumers have unrealistic expectations and seek redress where none is warranted.”

The message from all the relevant bodies is that communication is far better than litigation. Indeed, the VACC also says a little bit of homework can save a motorist undue concern down the track.

“Consumers should take time before a service or repair to understand what is involved. For example, how many people actually read their service manual to know which parts are due to be replaced, before booking in their vehicle? An informed consumer can clearly communicate all concerns to the repairer and ask the right questions,” says Purchase.

The result was a worthwhile conversation with the service manager, who looked up my car’s details and explained the reason for each piece of work that was recommended. To my surprise, it seems the pre-purchase service is little more than a roadworthy test, so only safety-related items are checked and no mechanical diagnostics are done.

In the case of the Kluger, Toyota’s service schedule called for the car to be connected to a diagnostic system for a cylinder balance check. If this shows any irregularities or significant differences between the cylinders, an injector/combustion chamber clean is the recommended course of action. In other words, his mechanic was doing it by the book.

The Service Manager said he understood my scepticism, but told me: “Considering the reputation of our dealership, we would never think of doing something like that [over-servicing] to our customers.”

I concluded our conversation feeling reassured, but still a trifle annoyed that we would be sold a car that had not been thoroughly checked, inside and out. Then there was the lingering suspicion that a new aircon filter wasn’t strictly needed, and that at the very least some workshops are erring on the side of: “It could do with a new…..”

So is this suspicion the price we pay for peace of mind, or is there another way? Am I right to be wary of a mechanic who always seems to find something extra to be done or is that the sign of a conscientious technician?

As they say in the medical profession, if you don’t like the diagnosis, get a second opinion. Find another mechanic and see if their diagnosis is any different. The RACV and other motoring clubs around the country have advice lines for its members that can be useful in such a situation.

Perhaps the most important question then, to ask is how to find or spot a good, honest mechanic.

Like the RACV and Consumer Affairs, VACC also recommends choosing your repairer carefully and using a mechanic who is trusted by people you know.

“It is also good practice for customers to align themselves with industry accredited workshops and build relationships with their repairers,” Purchase advises.

Just like choosing a family doctor, word of mouth can be the best recommendation -- so talk to friends, neighbours and others who drive a similar vehicle to yours, and ask for recommendations.

So many questions… So many concerns… So many more services to come!