Re: Scheduled maintenance

[Khan Klatt <kmk@pacificrim.net>]

At 2:39 PM -0400 9/13/99, Phil Teves wrote:
>Hi folks,
>
>This question continues to come up quite a lot so I thought I would
>address it once again.
>
>The question typically is: "What does my ??,000 mile service consist
>of?" followed by the obligatory "my dealer doesn't know" "doesn't have a
>clue" etc.
>
>The answer to all of these inquiries is real simple. You all received at
>time of delivery a "Delivery portfolio". In it there is a section (2.2 I
>think) that is labeled "Maintenance". In it is a rather exhaustive
>explanation of ALL of the required maintenance for your particular car
>including what is done and what is required. This replicates the info
>found at the dealer in our technical manuals.
>
>So if you ever have any questions as to what is going to be done, please
>refer to you owner's delivery portfolio. It's all in there, you just
>have to read it!

Phil-

Ordinarily, I'd agree with you, but there is NO, I repeat ***NO*** 
replacement for a knowledgeable service rep, and moreover, a service 
rep that will actually LOOK THINGS OVER on your service history to 
find out what you really need.

I back this up with these reasons:

a) VW changes its service recommendations after your car is driven 
off the lot. They may decide that brake fluid needs to be flushed 
every 30K instead of 25K. So even though you got your fluid flushed 
at 25K and 50K, an ASTUTE service station won't flush at 75K, instead 
suggesting you wait until your 80K oil change to do the brake fluid 
flush.

b) If you get the "standard factory" suggestion, it may be what VW 
had suggested for their new cars. For example, if you talk to a brand 
new VW service tech, he may be of the opinion (and correctly so!) 
that Jetta's get their tires rotated every 15K miles. HOWEVER, he may 
be unaware that the 97's have in the past been rotated every 10K 
miles, and make that suggestion.

c) Finally, if the service rep doesn't bother to look up your VIN in 
the VW service database (any VW dealer has access to the service done 
at another shop) he may try to make you replace your spark plugs 
because they're a part of the 30K service, when in fact your spark 
plugs got replaced at the 20K service because of a rough idle or 
something similar.


I can't say enough how important it is to take your car to the same 
service station time and time again, and build a RELATIONSHIP with 
your dealer. I know ALL of the front counter reps at my dealer, as 
well as a handful of guys in the back, and one of the guys in parts, 
and three of the salespeople, and the owner. I now live 90 miles away 
from the dealer, but it just gives me a good reason to take my baby 
on a cruise every so often for some good care.


REMEMBER: Dealerships probably make more money on the service you 
take to them than they do selling the car. So if you don't do your 
service yourself, or if you don't want to try to find an independent 
service shop, shop around until you find a dealer you like. Tell the 
service manager that if you're looking forward to some excellent 
service, and you've got certain expectations from them, and if they 
meet them, you'll see them over and over. I may pay more for my 
service on a case by case basis, but I'd bet that my overall 
ownership costs of my car are lower (or at least the same or close 
enough to alternatives) because the people who work on my car know 
me, and know what needs to be done, and you can't pay enough to get a 
good experience first time, every time at a service station.

-Khan