Service Department

Access to Information

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New car dealerships have access to bulletins with the latest updates about repairing the vehicles, including service recalls and safety issues. If you are a dealership’s customer, you might also receive information via mail or email about your vehicle.

Training and Education

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Dealerships invest substantial time and resources in continuing education and training. Technicians often travel to classes out of town and are frequently tested on the latest technology. Technicians are also trained to work on specific makes and models – depending on the franchises that their store offers. Today’s vehicles are so complex, it is impossible to be up to speed on every make and model that is available in the marketplace. No one knows an INFINITI like an INFINITI technician.

Equipment

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Franchise car dealerships have much more sophisticated diagnostic equipment. Dealers invest time in training and the right equipment – tools, hardware, software and computer equipment so the repairs are done correctly. The dealership has a distinct advantage when it comes to state of the art equipment and tools.

Parts

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Dealers use Original Equipment parts, which offer a standard of quality that is only available through the manufacturer. In many cases, aftermarket parts are inferior to OE parts. While they might be cheaper to purchase up front, lack of quality could cost you money in the long run.

Warranties and Extended Warranties

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Be careful that any work performed while your vehicle is under warranty doesn’t void the warranty. New car dealerships offer repairs for free if the car is still under warranty. Repairs and parts can also be backed up with a warranty depending on each circumstance. Dealers offer extended warranties for both new and used vehicles, which offers greater peace of mind. Manufacturer backed extended warranties make servicing your car easier because the work can be honored at dealers nationwide.

Comfort and Convenience

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The dealership is also much larger, with a greater number of service bays, technicians and a larger customer lounge / waiting area. This can often translate to faster service. The experience of visiting a dealership can be enjoyable because of a clean, well maintained environment, clean bathrooms, snacks, beverages, fresh coffee, cable television, wi-fi lounge, current periodicals and more. A franchise dealer will also offer a shuttle service or loaner vehicle if you plan to leave your vehicle for an extended period of time.

Price and Value

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Price is a common misconception. Dealerships are as competitive as ever on oil changes, batteries, brakes, tires and other common repairs. We have done mystery shopper projects and the results indicate that the new car dealer provides a tremendous value. For example, dealerships make sure to measure tire tread depth, offer multi-point inspections and up-front pricing.

Customer Satisfaction

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For a variety of reasons, car dealerships are as eager as ever to make sure each customer is 100% Satisfied. First, it’s good business. No dealership wants to lose a customer because of a bad service experience. Second, new car dealers are required by the manufacturer to maintain a standard of excellence when it comes to customer satisfaction. Customers receive surveys to measure their level of satisfaction and the dealership is very aware of the survey results. This awareness translates back to the service managers, advisors and technicians, who are all responsible for maintaining a high level of customer satisfaction.