I am hearing from a number of customers that the larger software vendors are creating FUD around third party maintenance in the guise of “business continuity” and pitching talk like “stick with the specialists”.
Sounds like the sales pitch I got from the service, not the sales, manager last time we bought a car.
So, I checked out Edmunds for its views on service at dealers versus independent garages:
- Truth is, some dealerships are truly more concerned with keeping "corporate" happy than their customers, and it shows.
- Local repair shops, on the other hand, report to no one but you. And since they're smaller, corner garages depend on repeat business and word of mouth to keep a steady stream of customers. They know that a happy customer will tell a friend, but an unhappy one will tell 10 friends.
- Repair shops are often in more easily accessible locations than the dealers — as in the proverbial "corner" garage.
- The one-on-one relationship between driver and mechanic that smaller repair shops foster can really help consumers have confidence in both the work that's performed and in the vehicle itself.
Joe’s Garage really trounces the dealer till it comes to warranty repairs.
“There the advantage definitely goes to the dealer. First, a dealer will perform repairs for free if your car is still under warranty. Even if you have to pay for repairs outside the warranty period, dealers can back up their repairs with a warranty that is good nationwide. Thus, if the repair doesn't hold, it can be fixed free of charge at any other dealer. “
Ah, yes warranty. That nice 3 year coverage included in the price of the car. 5 with the Korean cars.
Before you talk any more about business continuity, Mr. Enterprise Software Salesman should we not get 3 years of maintenance included with the license? And if not, explain to me what is wrong with Edmund’s reasoning I will get better and cheaper support from Joe’s Garage?
BTW – Consumer Reports has even better news about Joe’s
