‘Garage speak’ baffling majority of customers, RAC says

Garages encouraged to explain repair-work in laymans terms to vehicle owners

‘Garage speak’ baffling majority of customers, RAC says
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More than half of car owners say they have been left confused and unsure about a vehicle fault following a visit to a garage with 56 per cent misunderstanding ‘garage jargon’.

The survey, by the RAC, suggests many drivers feel as though they have been overcharged because the workshop used confusing language.

One in ten revealed that a garage had carried out work they had not agreed to because they did not realise what the garage meant.

A quarter of drivers (26 per cent) felt the cost of repairs they ended up paying turned out to be far higher than they were quoted, while nearly a fifth (18 per cent) said the garage could not repair their vehicle for them at all.

Related: Average independent garage labour rates revealed

Nearly half (46 per cent) said they would be uneasy dealing with garages they didn’t know

Acronyms such as a DPF and TPMS often add to the confusion for customers.

RAC Consumer roadside managing director Andy Baker said failing to understand what mechanics were saying could be “frustrating” for road users.

Related: Dirty car interiors found to be more germ-ridden than a toilet seat

He added: “These figures show there’s a sizeable gulf between what garages say, and what the average driver actually understands.

“At best, this can be frustrating for drivers who need their vehicles repaired, but at worst it could mean they get a raw deal – with baffling language making it much more likely they approve any work, at any price they’re quoted.

“And at the end of the day, getting the right repairs at a fair price shouldn’t come down to how well drivers understand industry terms and acronyms.”

Related: Customer thanks garage owner for saving his life

The RAC report found a quarter of road users felt the cost of repairs ended up being far higher than they had predicted.

One-fifth of motorists said the garage could not repair their vehicle with almost half admitting they felt uneasy using garages they didn’t know.

Owners are being encouraged to ask more questions when leaving their car with a garage and and approving work to be carried out.

Home Page Forums ‘Garage speak’ baffling majority of customers, RAC says

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  • #204254 Reply

    More than half of car owners say they have been left confused and unsure about a vehicle fault following a visit to a garage with 56 per cent misunder
    [See the full post at: ‘Garage speak’ baffling majority of customers, RAC says]

    #204258 Reply
    Dougal
    Guest

    I understand the problem. We have no way of knowing how knowledgeable a customer is.
    We explain things in a concise manner, we are happy to give a more detailed or simpler explanation if the customer asks but they never do.
    I have to say that in my experience the RAC have the same problem !

    #204264 Reply
    Meat-Head
    Participant

    Jaguar land rover are sods for accrnims.

    Besides customer brings car in “making loud noise”

    Easy to get across to customer

    “Your exhaust is f**ked, a new one is £xyz, do you want it doing”

    #204268 Reply
    Eddie Bamber
    Guest

    As a roadside Patrol, I would tell our customers that I would explain the fault to them in very simple terms but I didn’t want to come across as being patronising. If they had a snapped timing belt for example, I would show them one that I had in my van and explain the damage it causes and show them a bent valve. I would give them a ball park figure for a repair (because they always ask you) but tell them that they would need an exact quote from their chosen repairer. They would then be in the picture. I would go on to explain that I would write them a breakdown report for the garage which would contain a lot of technical detail which they might not understand but the garage will. As a business, if you are open and honest with your customers then they will recommend you to their friends – that’s how you grow your reputation and your business and gain the trust of your customers.

    #204656 Reply
    Dougal
    Guest

    Eddie
    I wish there were more like you !
    Some out there just take a wild guess.
    Drivers tend to believe the hero who rescues them from the hard shoulder which makes it difficult to convince them that the roadside diagnosis is totally wrong (even when the reality is cheaper).

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