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better ways of communicating with your mechanic

Having repairs to your vehicle done properly the first time and for the minimum cost outlay depends a lot on how you as the customer approach the matter, and communicate with your mechanic.

Here are some tips for good communication to avoid misunderstandings and disputes with your mechanic:

Explain the problem clearly

1. Provide as much information as possible to your mechanic.
2. This will make it easier for them to identify faults.
3. Inform your mechanic of when the problem occurs, for example, cold mornings or slowing to a stop.
4. Go for a drive with the repairer to point out any problems.
5. When your car is serviced, point out anything that needs checking - don't assume problems will be found.

Confirm details in writing

1. Ask for a written quote that includes:
2. work to be done,
3. parts to be supplied,
4. estimated time of completion,
5. method of payment,
6. estimate of cost for both parts and labour.
7. Ask your mechanic to contact you before doing any work outside the quote.

Ask about a warranty

1. Ask your mechanic what warranty they offer on their repair work.
2. Find out what is offered by the manufacturer on the parts used in the repair.
3. Have all warranty details noted on the invoice.

Understand what work has been done

1. Make sure you understand what repairs were undertaken and why.
2. Ask for an itemised account and don't be afraid to ask questions about it.
3. You can ask your mechanic to show you the parts that were replaced and to explain what is wrong with them.
4. Unless it is a 'change over' part, you can ask to take the part.

Discuss concerns with the mechanic

1. If you're not happy with a job contact the repairer who did the work and give them a chance to explain and/ or fix the problem. Don't just take it to a different repairer
2. Consider that a problem may be quite unrelated to the work that was done.
3. If the repairs were carried out under insurance, contact your insurance company.

Be realistic

1. Diagnosing a car's faults is not always straightforward.
2. Modern vehicles are quite sophisticated, so the problem may not be immediately obvious.
3. Repair costs may increase with the age of your vehicle
4. Delays can occur with difficulty in obtaining parts.
5. New parts are preferable, however sometimes they are not practical or economically viable.
6. Secondhand parts can be used if they are in good working condition.
7. For older vehicles, second hand parts may be all that is available.
8. Used cars are not required to be repaired to a new condition under statutory warranty, only to a reasonable condition having regard to their age.
9. Sometimes the cheapest repair is not the best. It might be more economical in the long run to replace a number of items at once.

For more information about your rights, call Consumer Affairs Victoria on 1300 558 181