Servicing - Main Dealer Vs Specialist...

[SkodaVRS1963]

I still take my 59 Octavia to main dealer for services, purely because independents rarely work out considerably cheaper for it to be worth it. Would rather have dealer stamp in the book and ensure all the software gets updated etc.

As others have mentioned too, I suspect you're less likely to run into warranty claim issues or struggle to claim goodwill for issues just outside of warranty, if you have full dealer history.

 

Reminds me of an old guy my wife used to work with; he bought his Ford Fiesta from new and had it religiously serviced at the Ford dealership that was (for him) conveniently located just around the corner from his workplace.

 

At 5 years in (and less than 24,000 miles), the camchain / belt / whatever died and took half the engine with it.

 

Maybe he got lucky but Ford replaced his engine gratis - they observed that due to the full service history, it was a failure that shouldn't have occurred.

 

Would they have been so obliging if the car had been serviced elsewhere?  I don't think so.

[JKW]

I had a Honda Insight hybrid with CVT gearbox which failed just 2 months out of warranty. Cost to replace was £10,000, more than the car was worth ! They offered a goodwill gesture of £7,000 which everyone (Motor Codes, CAB etc) assured me was generous - I disagreed and fought long & hard for the full amount.

Eventually I was reimbursed the full amount (less some VAT) mainly because, a) it had been serviced from new within the Honda network, and  my incessant whingeing !!

JKW

Edited 1 August, 2016 by JKW

[silver1011]

That was 100% water tight until they added the clause that the service must be carried out to manufacturers guidelines. One of those guidelines is a full diagnostic check (and proof there of) has to be completed. I've seen it trip up a few warranty claims in the past.

 

Hmm, more grey areas.

 

My local independent has Ross Techs VCDS so can run a full diagnostic check.

 

It isn't ODIS, so won't flag service campaigns etc. but if Skoda's exact wording is 'diagnostic check' then it could make for an interesting discussion over the phone with Skoda UK in the event of a disputed warranty claim.

[silver1011]

Just for reference, the service is a 40K ("Major" apparently) on a 2.5yr old car....

 

Main Dealer (Rainworth) - £269

 

- Health check

- Oil + Filter

- Other filters inspected and changed if deemed to be required.....

 

Independent (Shark Performance) - £233

- OEM parts used

- Oil + filter

- Other filters (fuel, pollen, air) changed regardless of condition

- checks.

 

Guess where my money is going........ OK, Shark cant update the super-secret Skoda servicing database, but I'll have the documentation to back me up....  :clap:

 

Better still, pay £149 for a minor service at a main dealer.

 

The £269 is nothing but a con. As you mention the fuel, air and pollen filters are only changed "if required", which on most Skoda engines isn't until at least 3 years old or 60,000 miles.

 

How a dealer can charge £269 for an oil and filter change whilst keeping a straight face is beyond me.

[Tech1e]

Hmm, more grey areas.

 

My local independent has Ross Techs VCDS so can run a full diagnostic check.

 

It isn't ODIS, so won't flag service campaigns etc. but if Skoda's exact wording is 'diagnostic check' then it could make for an interesting discussion over the phone with Skoda UK in the event of a disputed warranty claim.

A VCDS log would be fine as long as any issues flagged up are rectified.

[ahenners]

2. "Worth the extra to keep it with the manufacturer" - A valid point, but pretty much testament to blackmail in my eyes. Shark will be doing above and beyond a standard service, using Skoda parts and the accompanying health check. (the Skoda check at my local dealer consists of "visual inspections" apparently)...

I don't doubt that Shark (and many other independents/specialists) do a fantastic and thorough job, and their reputation on here speaks for itself.

However, if an average consumer looks in the service book and sees a full book of Skoda stamps, they know instantly it's been serviced with Manufacturer parts, by Manufacturer trained technicians, and to the level deemed necessary by the Manufacturer.

By comparison, the average consumer, who hasn't heard of Shark and never logged onto Briskoda, has no instant idea of any of the above and therefore rightly or wrongly those independent stamps don't carry the same weight.

In my opinion it becomes less of an issue as the car becomes older and worth less. Buyers of nearly new cars will usually expect Dealer servicing, and not having this will rule some buyers out, reducing the value.

[James@RRG_Skoda_Rochdale]

I think terrible wording, explanations of work and that rubbish on the SKODA website is what's causing all this doubt about main dealer service. The info is very misleading.

[Tech1e]

Things were a lot simpler before all this fixed price servicing and service plan crap. Even simpler before variable service schedules.

[James@RRG_Skoda_Rochdale]

Yep, it's all become counter productive and leaves the customer flustered and in some cases feeling out of pocket.

[sniperpenguin]

Better still, pay £149 for a minor service at a main dealer.

 

The £269 is nothing but a con. As you mention the fuel, air and pollen filters are only changed "if required", which on most Skoda engines isn't until at least 3 years old or 60,000 miles.

 

How a dealer can charge £269 for an oil and filter change whilst keeping a straight face is beyond me.

 

Mine is approaching 3yrs old

[silver1011]

Hopefully then you'll be getting the extra components listed in the major service.

 

It always pays to check when booking in / dropping the car off what exactly they intend to replace, not when paying, it's too late by then.

 

Chances are the person on the service desk won't know, it is at this point you need to make clear that you won't be paying for a major service if all they end up replacing is the oil and oil filter.

 

No need to be unpleasant about it, just make it clear you are a little more knowledgeable than most and aren't going to be overcharged.

[kevberlin]

Hopefully then you'll be getting the extra components listed in the major service.

 

It always pays to check when booking in / dropping the car off what exactly they intend to replace, not when paying, it's too late by then.

 

Chances are the person on the service desk won't know, it is at this point you need to make clear that you won't be paying for a major service if all they end up replacing is the oil and oil filter.

 

No need to be unpleasant about it, just make it clear you are a little more knowledgeable than most and aren't going to be overcharged.

Spot on.

My recent experience of main dealers is that they do not have a clue about you, your car, your service needs and your customer preferences. My dealer just failed to call me back when I politely asked what actions were being performed and how much I was to be charged.

As a result, I go to a local vw/Skoda independent where I specify what I want done, as opposed to being told what I should have. It's better, cheaper, honest and a lot more convenient. (25 miles to my nearest Skoda dealer)

[Norco]

Interestingly up in Hull I have just been quoted £290 and £285 from 2 Skoda/Vag independents vs the £269 from a Skoda MD.

 

Booked in with the MD now for next week but I will be taking Silvers advice on checking what they will be replacing. This is on a 37k mile 10 plate so will be interesting to see what they say. IF they aren't replacing the plugs, air filter, fuel filter and topping up oils then I will be asking for a minor + whatever else is required adding on.

 

Worth a shot but reasonably happy with the price anyway.

 

N 

[Railroad]

With the technology on cars now better than ever before, and systems such as Front Assist, Lane Assist, Park Assist, ABS, ESP and many more, the need for technicians to be properly and regularly factory trained has never been more important, as is the need for the correct diagnostic equipment which is kept updated, along with software updates for the vehicle's controllers which come from the manufacturer. Main dealerships have a duty to ensure their staff are up to speed. Independent garages will not have the same access that the dealers will, and so will obviously lag behind. Personally I think there will very soon come a day when independent garages start disappearing, with only those who heavily invest and specialise will be able to survive. As the customer we have to ask ourselves the question. Can we really afford to take a modern car to someone who has anything less than a full understanding of the systems on which they're going to undertake work?

[davitc]

If you're on PCH (like me!) then unfortunately there's no choice but to go Main Dealer.

 

I got PCH but with both Servicing and Maintenance the only major things not covered (supposedly) are Tyres, Windscreen and potential DPF issues.

[PetrolDave]

Can we really afford to take a modern car to someone who has anything less than a full understanding of the systems on which they're going to undertake work?

My experience of official dealers (Audi, Skoda, Vauxhall & Citroen) over 40+ years of car ownership is that many fail to properly train their technicians resulting in incorrect diagnosis of problems and repeated replacement of what turn out to be non-faulty items. This is exaggerated by the tendency to replace rather than repair that has become widespread.

 

Because of this once a car is out of warranty I always use a reputable independent specialist.

Edited 20 August, 2016 by PetrolDave

[Railroad]

I worked in a Vauxhall dealership for 15 years, and in that time I went to the Vauxhall College in Luton for training on just four occasions. Each for two days duration. This was pathetic. Since then with other companies I've worked for I've had more training than I could ever hope to remember. Car dealerships need to do much better. They're quick enough to portray themselves as the experts. It's about time they actually were.

[Tech1e]

My experience of official dealers (Audi, Skoda, Vauxhall & Citroen) over 40+ years of car ownership is that many fail to properly train their technicians resulting in incorrect diagnosis of problems and repeated replacement of what turn out to be non-faulty items. This is exaggerated by the tendency to replace rather than repair that has become widespread.

 

Because of this once a car is out of warranty I always use a reputable independent specialist.

Partly true, certainly historically however now they are repairing that trait as each technician now has to complete so many days training each year in order for the dealer to pass its brand standards audit. The other problem is on the whole technicians get paid very poorly. There is less money in the dealer network due to competition from independents and alternative sales options so there isn't the money to support what the manufacturer require a dealership to look like and pay for an experienced and talented workforce.

Ironically most of the independents I know of are run by ex technicians who have left to go it alone. However how well trained are they? I'd wager less so than the guys left in the dealers working for peanuts.

****ed either way tbh.

[Tech1e]

I worked in a Vauxhall dealership for 15 years, and in that time I went to the Vauxhall College in Luton for training on just four occasions. Each for two days duration. This was pathetic. Since then with other companies I've worked for I've had more training than I could ever hope to remember. Car dealerships need to do much better. They're quick enough to portray themselves as the experts. It's about time they actually were.

I know what you mean. Three years working for Vauxhall when I started out and did the introduction to the new Zafira course, that was it lol

Luton college was a dump too lol. Did my RTITB skills tests there.

[PetrolDave]

Partly true, ...

Ironically most of the independents I know of are run by ex technicians who have left to go it alone. However how well trained are they? I'd wager less so than the guys left in the dealers working for peanuts.

As I said that's not my experience, it may be yours but it's not mine. That's the thing about personal experiences, nobody else can say they're not 100% true

 

In my time as Electronics Manager at Lotus Engineering I worked with most car companies worldwide and in private they would all admit that dealership training and competence was their biggest problem which is why they introduced computer based diagnostic tools. Unfortunately, all these have done is reduce the need for engineers at dealers (who understand how cars work) and replaced them with technicians (who usually just do what the diagnostic tool tells them).

[James@RRG_Skoda_Rochdale]

I find its a bit of give and take with training. Some companies don't give a damn where as others truly believe in developing their staff, this is a massive let down to some and one of the main reasons people leave jobs.

If you ask for it then most of the time you'll get it.

SKODA minimal training is now 4 days face to face per annum. The NLC have been pushed to create learning solutions that can be carried out in the work place to avoid staff shortages hence the introduction of blended courses that minimalise staff absence.

I'd never go back to an Indy. I don't care what they say or advertise they will never have the same level of help, advice or diagnostic capabilities as a GOOD dealer.

I've been to Indy garages struggling with problem jobs where the most basic of checks has been neglected or they have no idea how something works so haven't a hope in hells chance of fixing, that's not isolated to indys though. There's plenty of dealer staff who couldn't find there arse with both hands at times.

[PetrolDave]

I'd never go back to an Indy. I don't care what they say or advertise they will never have the same level of help, advice or diagnostic capabilities as a GOOD dealer.

Sadly GOOD dealers are very rare, and a good indy is very often better than a bad dealer.

 

It's not without good reason that owners often use the word "stealers" rather than dealers.

[James@RRG_Skoda_Rochdale]

They are mate but even working for the best dealer in the country I'm finding it more and more common place to not be able to live up to the ridiculous expectations that some customers have.

People walk through our door with a belligerent attitude, we've been judged long before they've experienced our level of service and its sadly the results of opinion, not fact.

We're viewed as grease monkeys, idiots who fix cars. People have no idea of the commitments we have to make to learn and stay current with the technology fitted to modern motor vehicles, how fast that tech moves on and how regularly new systems are implimented. That coupled with a lower than average salary for the skills required to competently do the job leads to poor staff retention.

[PetrolDave]

They are mate but even working for the best dealer in the country I'm finding it more and more common place to not be able to live up to the ridiculous expectations that some customers have.

People walk through our door with a belligerent attitude, we've been judged long before they've experienced our level of service and its sadly the results of opinion, not fact.

We're viewed as grease monkeys, idiots who fix cars. People have no idea of the commitments we have to make to learn and stay current with the technology fitted to modern motor vehicles, how fast that tech moves on and how regularly new systems are implimented. That coupled with a lower than average salary for the skills required to competently do the job leads to poor staff retention.

I think that's another indication that all the devices we use, including cars, have become so complex that most people have no understanding of their complexity which leads them to have totally unrealistic expectations of what is possible.

[Legend]

They are mate but even working for the best dealer in the country I'm finding it more and more common place to not be able to live up to the ridiculous expectations that some customers have.

People walk through our door with a belligerent attitude, we've been judged long before they've experienced our level of service and its sadly the results of opinion, not fact.

We're viewed as grease monkeys, idiots who fix cars. People have no idea of the commitments we have to make to learn and stay current with the technology fitted to modern motor vehicles, how fast that tech moves on and how regularly new systems are implimented. That coupled with a lower than average salary for the skills required to competently do the job leads to poor staff retention.