Helping You Understand the Mechanic’s Point of View
A lot of mechanics will tell you that their work can often feel like a thankless job, so we thought you might like to see life from the mechanic’s point of view. I’m Elaine, Jack’s other half, and I’ve worked with him for the last few years, with over twelve years of experience before that at a Main Dealership.
During that time, I’ve seen many of the same issues pop up regarding customer expectations. I don’t think it’s intentional; I believe it’s often a lack of knowledge, and that’s what I’d like to help with.
As Jack recently told me, and it’s a great mantra: “We don’t make the cars, and we don’t break them. We fix them.”
The Unpredictable Nature of Repairs
Sometimes mechanics can feel like the customer blames them for problems, when all we want to do is help. We are only human, and sometimes things can go wrong when we’re working on a complex vehicle.
- Hidden Issues: A job can take longer than originally predicted. Once we start work, we may find other issues that weren’t visible at the time of booking. For example, a broken suspension spring, an unseen failed part, or a rusty or seized bolt that unexpectedly snaps when we try to remove it.
- External Delays: Things often go wrong that are outside of the garage’s direct control, such as availability and delivery issues, or an ordered part arrives and is the incorrect type and needs to be re-ordered. These external pressures have unfortunately become more common recently.
- The Diagnostic Hunt: Vehicle diagnostics require significant time and investigation. Modern cars are more complex than ever, and finding an intermittent fault can be like looking for a needle in a haystack.
Generally, your mechanic is not responsible for the original problem, new issues found while the car is in the garage, or problems that arise because a service is overdue. We want to get the job done quickly and to the highest standard, but when delays arise, they are usually due to these unpredictable factors.
Next time: Understanding vehicle maintenance costs and value.