– By Geard Norsa –
One of the core roles of a fleet manager is to effectively administer a service and maintenance regime that allows automotive assets to sustain optimum performance and not to breach warranty conditions.
It is a common debate as to whether the greater business benefits are achieved through servicing completed by a manufacturer’s dealer network or whether the scheduled maintenance can be completed just as well and at less expense by engaging independent automotive service organisations.
It is a statutory requirement under the Competition and Consumer Act 2010 that no vendor can attach conditions to a sale that restricts the buyer’s freedom of choice to deal with whoever they choose in regards to the purchase. So it is an option to negotiate a better deal with a provider other than the dealer network but it is not as black and white as just choosing one over the other.
The bottom line is that vehicle manufacturers have no right to insist their vehicles have to be maintained by them as a warranty condition and they cannot void a warranty if a vehicle has been serviced by an independent service provider.
Non-dealers can’t do warranty work but they can do servicing. However, proprietary computerised engine management technology and data capture has become ubiquitous in the modern car, so often independents will not be able to tap into information or factory knowledge on fixes for common issues.
According to Rob Wilson, Director at independent fleet consultancy, 4C Management Solutions, dealer servicing tends to be more expensive than independent repairers but because they generally only service their own brand, they are usually better equipped and more experienced at the task.
“In many instances, independent repairers provide genuine competition to dealers,” Wilson said. “Independents may well be a viable option for fleet operators, especially when they have heavy vehicle or plant fleets in rural areas.
“Irrespective of who undertakes maintenance, it is imperative that fleet managers ensure they do not breach warranty conditions and that their service providers have the necessary capabilities and meet the standards required to complete the task at hand.”
As the Managing Director of an independent fleet servicing company, Martin Cuthbert from Mobile Fleet Service acknowledges that warranty repairs and vehicle defect recalls must be carried out by the dealer network or their authorised agents but says there are many positives from utilising non-dealer servicing organisations.
“Generally speaking, independent repairers cost less than dealers, which can lead to significant savings when operating a fleet of vehicles,” Cuthbert said. “Meanwhile, there is the opportunity for independents to negotiate a ‘one-stop’ solution for an entire vehicle fleet, as opposed to one make of vehicle, including the maintenance of any plant or after-market equipment attached to the vehicle.
“The main thing is to ensure vehicles are serviced in accordance with the manufacturers’ scheduled maintenance requirements and by a suitably qualified person, using OEM parts and lubricants or an equivalent standard.”
Cuthbert asserted that he hasn’t seen a lot of difference in the level of service between authorised dealers and independents in over 22 years in the business.
“Service levels come down to the individual operator,” he said. “Over the years, I have seen many horror stories involving both independent repairers and dealer franchise operators. Whether you choose to use a dealer franchise or independent repairer, it pays to do some research and source a well-established and reputable company to maintain your vehicles.”
