AT YOUR ERVICE
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• You might think that asking a truck operator about his dealer would be a bit like asking Norman Schwarzkopf for his views on Saddam Hussein.
But you would be wrong. According to Commercial Motor's latest survey, nearly 90% of hauliers running 38-tonners are happy with the service and back-up they get from their dealers.
But truck dealers should not feel too complacent because our questions elicited some areas of dissatisfaction too.
Out of the 100 hire-and-reward operators we surveyed almost 20% said their dealers did not offer a 24-hour service and some of them thought this was unacceptable in today's truck market.
As one Hampshire-based transport manager put it: "We are approaching the 21st century. Surely all dealers now should offer hauliers, big and small, a 24-hour service."
Others criticised the lack of staffing at night. One fleet manager spoke for many when he said: "The lack of staff at our dealer can be a problem if the person on night duty goes out to attend someone's breakdown — it is always then when you want him."
Next we asked if dealers' staff showed a good level of technical and product knowledge. Although 90% said yes, many hauliers acknowledged that it was patchy. One Peterborough-based operator said: "Our dealer cannot help with many technical questions, but they give us a phone number where we can get help."
Others were more damning, describing their dealers' technical and product knowledge as "pathetic", "mediocre" and "laughable".
Hauliers were then questioned on what advice dealers offered on bodying and vehicle specifications. More than 75% said their dealers did offer advice — but 19% of hauliers were unaware of the availability of such a service.
The next question provoked a mixed response. We wanted to know if it was easy to get parts from local dealers. Although 90% agreed that it was in principal, most had run into problems at some stage.
FANBELTS
One Great Yarmouth-based transport manager commented: "They often have obscure things on the shelves, but never fanbelts." Another complained: "You can never get parts for the vehicle that is off the road and you are desperate."
Many were critical of the price of truck parts — and the wide price differentials between manufacturers. An Essex-based operator gave one example: "A brake shoe for a Scania cost me £40, and for a Volvo it is only £18."
According to a haulier from Carlisle: "We are told some parts are expensive because they are slow-moving parts — what rubbish."
Only 68% of the dealerships mentioned had demonstration vehicles available. Some hauliers even admitted to being too frightened to ask for a demo vehicle. "I would not take a demo vehicle," said one operator, "because the dealer's staff get very agitated."
Next we asked the controversial queston: have you ever approached your dealer with a warranty claim? As expected the answers came thick and fast. Almost 90% had made a warranty claim and many of them had unhappy experiences. "The dealer washed his hands of me. He just tried to rip me off," said one Lancashire operator.
Another complained: "They always say 'you are the first to make a fuss' and then you find out there are at least three other operators in the area with a similar problem," And one Norfolk transport manager claimed: "We went out of business partly due to a parts dispute. The manufacturer claimed it was the driver's fault." Two had even been taken to court by their dealers after refusing to pay bills following warranty disputes. Despite this high level of warranty claims, 82% said that they were happy with the way their claims had been handled.
And some hauliers even told stories of dealers refunding money after vehicle warranties had expired.
Finally we asked operators if their dealers gave the impression that they were interested in helping their businesses. A total of 80% believed that their dealers were genuinely interested — but many believed that this attitude was prompted by the recession. Others felt that the level of service was declining.
One haulier echoed the views of many when he said: "One has no doubt he is only interested in making money. He hopes you will buy a new truck and then go away. People who take an interest in your business are a dying breed."
About 20% of those questioned believed that dealers were only interested in selling trucks and had no concern for the road transport industry. One operator put it succinctly when he said: "Once they have your £50,000 what do they care?" Ll by Tanya Cordrey