Service failing
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• POOR COMMUNICATIONS and inconsistent workmanship are the main failings of the vehicle repair industry, according to a Which survey. Julian Edwards of the Consumers' Association told the VBRA conference that service industries are taking a larger part of consumers' spending, and their expectations are rising, Edwards suggests areas that are causing particular problems including: • Restricted access caused by limited opening hours or an awkward location.
• The environment in reception areas and the skill and knowledge of receptionists.
• The question "is it an insurance job?" which can cause suspicion of sharp practice.
• Lack of sufficiently clear and detailed estimates, • Failure to check with customers if agreed repairs have to be changed.
EdWards also highlighted two areas where the repair industry has a wider duty to the consumer: the cost of spares and the re-registering of written-off vehicles without proper inspection.