Repairing your relationship

Advances in motor vehicle technology has meant repairing cars can be a challenge. Photo / APN

Choosing a good mechanic can be easier if you get recommendations from friends or family members.

For Kate, it seemed like an easy solution to her car's stalling problem - leave the vehicle at the mechanic next to her work and let the experts see what was wrong with it.

But that easy solution ended up being an eight-week battle with the workshop - and she still had a car that was stalling and, dangerously, the brakes were failing.

"I only took it to the mechanic because I trusted that they knew what they were doing as I didn't know anything about cars," explains Kate.

"But for eight weeks I took it to the mechanic every work day and the problem wasn't fixed. I was told that they didn't know what the problem was with it yet and constantly told 'bring it in again tomorrow and we will look at it again'."

Kate was eventually told the problem was with her Daewoo Nubira's brake booster and the mechanic would order a second-hand part. But after waiting for two days for a phone call from the mechanic, the designer took it to a new workshop - and the problem was solved within two hours.

"The man I took it to did a 30-second test in front of me and told me that it was definitely not the brake booster that was the problem and it was the timing on the cam belt that was wrong."

The off timing on the cam belt caused Kate's brakes to fail and her car to stall nearly every second morning on the way to work in central Auckland.

"I was having to drive so carefully because I didn't want to cause an accident. I was even stressing about possibly being told I would need to buy a new car because it's not worth fixing," she says.

After battling with the original mechanics over the bill, Kate now wishes she had contacted the Motor Trade Association regarding the poor workmanship on her car.

But Kate is not alone in stressing when it comes to dealing with mechanics, especially if you're not car savvy.

So here are some great tips on what to do if you car needs repairing:

1. Get recommendations from friends or family members when looking for a mechanic. Sure, sometimes you're stuck - say your car breaks down in the middle of the Northwestern Motorway and you're towed to the nearest garage - but it pays to ask around. If you're looking for a local mechanic, ask your neighbours for their suggestions.

2. Consult the car dealer you bought your vehicle from, or ask the local dealership of your brand of car. They'll know of a mechanic who works on your make of vehicle. Most large dealerships have their own workshop too, but prices may be a bit steeper than your neighbourhood mechanic.

3. Find a mechanic who is a member of the Motor Trade Association, as MTA members have a minimum three-month/5000km warranty, plus you have some come-back if the work isn't satisfactory ( see "Tips from the MTA").

4. A good mechanic will keep an organised work area and clean the tools and equipment on a regular basis, usually daily. The floor will be swept (oil stains are a fact of life) and free of old parts and rubbish. Don't worry about what the mechanic looks like, though!

5. When you tell them what sort of problem you're having with your car, be sure to describe symptoms, not what you think is wrong. For instance, say: "It's stalling at traffic lights", not "I think there's a problem with the alternator". Remember, you're not the mechanic! If your vehicle is making a noise, record it on your smartphone so the mechanic can hear it. It also pays to know a bit about your car - oil and water levels, etc - so you can check those areas first.

6. Get an estimate on how much the repair should cost, including both parts and labour charges. The MTA suggests you get it in writing and sign a service agreement/work sheet. If you find your job costs a lot more than estimated, says the MTA, ask why. Also, ask why you weren't informed and tell them that part of the job, repairs/parts installed and labour was not authorised by you. You don't have to pay for this "extra" work and you can ask for your old parts to be put back.

7. Ask the mechanic when the repairs will be finished, but allow enough time to work on your car. Don't pressure the mechanic with unrealistic deadlines. Unless he is neglecting your car or is unreasonably putting off working on it, don't expect him to finish his work immediately. He needs time to concentrate on the repairs.

8. Beware of "must-do" repairs that the mechanic suggests: you don't want to pay for work your car doesn't need. While preventive maintenance is the best insurance against future repairs, your best defence is time, so don't be pressured for the work to be done immediately. If you're not sure, tell your mechanic you may want to do that, but to give you a couple of hours to decide. Do some research, ask around, and decide for yourself when things are quiet and the pressure's off.

9. Check to see if labour charges can be combined to get two repairs done at the same time. There are lots of jobs that, done at the same time, can save a lot of money on labour.

10. Check the car before you drive away. If it was leaking fluid, check the offending area. Consider taking the mechanic with you for a drive around the block to make sure the problem really is solved.

Tips from the MTA

If you're not happy with the repairs to your vehicle, or if the problem isn't solved, the Motor Trade Association has some advice.

Unsatisfactory work

If the job hasn't been done to the standard you expected or the problem you advised the repairers about is still there, you must take the vehicle back to the repairers. The law says you have to give them an opportunity to fix the problem at no cost to you. If they refuse or take a more than reasonable time to fix the problem, or the problem is not fixed, you have two choices:

1. Get someone else to fix it and claim the cost from the repairer, or

2. Cancel the contract for the service and refuse to pay for the work done, or pay less than the agreed price.

If you have already paid, you may be able to get all or some of your money back. You need only give the repairer one opportunity to fix the problem. If you do not give the repairer who originally did the work an opportunity to fix the problem first, it may not need to compensate you.

If you need another repairer to fix the problem, ask it to say in writing what was done to fix the problem. Keep that information and work record to take to the original repairer.

Warranties

Repairers must provide a guarantee for services and repairs. Repairs must be done using reasonable care and skill. This generally means any work done must be as good as the work of a competent person with average skills and experience in that field of work. After you have agreed on the type of service you want from them and they accept the job, they must make sure you get what you want. As well as any warranty the repairer offers you for his work, you have the protection of the Consumer Guarantees Act 1993.

Repair disputes

If your repair work by an MTA member has not been easily resolved or you are unsure about the remedy, you can contact MTA's Mediation Service to review the issue and discuss a resolution. Go to www.mta.org.nz for more info.