Honda repairs

[Kgobin]

Frank EU I am happy to hear that I gave you your laugh for the day!

I agree that if a company were in the process of creating a new policy that it would be a smart business move to deny the policy until it is finalized and made public, but I think that what was stated to me holds merit. Why, because at this present time each dealership has the right to endorse whether they want to repair or replace a windshield. I think what originally happened with Dave M was an isolated incident but it would have been nice to get to more clarification from Mr. Boyle when he originally made the post but he never answered the question.

[Frank EU]

tk4; that is not what I was saying. Having said this, it is a fact that dealers are in pain and that they have lost their grip on auto glass. Some twenty years ago, they had almost ALL the glass business, over a course of many years, they lost out. I am not surprised at all that they are looking for ways to get the business back into their own shops. In fact, it took them a long time to fight back, it even may be too late for them to get it back in a ''normal'' way.

Korey, you are absolutely right to say that it would be great if mr. Boyle would clarify the Honda statement in greater detail. But, as we all know, he is banned from this forum, so his statement will need to reach us in a different manner >may be through the next NWRA newsletter or, that would be quicker, through the NWRA website. btw; I believe that we all do realise (don't we?) that he must be a very silly boy to claim here in public on this very board something that isn't true, partial or in whole. What would be the benefit? It would only harm the NWRA and our trade. But it would aslo harm the company he's working for. I am willing to give B. the benefit of the doubt.

[Brent Deines]

Personally I don't see why Honda would lie to Korey about this, but I also don't see why a dealership would lie to a windshield repair technician about it. My guess there is a misunderstanding somewhere along the line that would explain the inconsistency. I think Honda has every right to replace every windshield with a chip in it if they want to. They have to pass on that cost to their customer, but if the customer has the option to pass on the price if they want to. It's a simple business decision either way, but I don't see any conspiracy against windshield repair here. It's also nothing new as there have always been dealerships that choose to repair the glass on their used cars and those that opted for replacement. It's our job as windshield repair professionals to sell them on the benefits of windshield repair. Who's fault is it if we have failed to do that?

Look, I would like to see every dealership repair every repairable damage just as much as any of the rest of you, but they don't owe us anything. When customers begin to walk away from a used car deal because of the price the dealership will start looking for ways to cut costs, and we all know one of the ways to do this is to repair vs replace whenever possible. Do good repairs and keep your relationships with dealerships and I'm betting those who now opt for replace only will come around again.

Again, I don't know if the decision to replace rather than repair in the certified repair program came from corporate or not, but I do know that not every Honda dealership is doing it. I can also tell you from experience that normally corporate will recommend a particular program, but it is up to the individual dealership as to whether they choose to participate or not. However, to participate in a Honda endorsed certification program I would assume that there are some guidelines that each dealership must follow. That's only a guess, but that's generally the way these things work.

I just really hate the attitude that if someone chooses not to use our service they are somehow wrong or evil. I am all for freedom of choice and that goes for corporations as well as individuals. Offer good service to your customers, do quality work, and work your butt off and you will do just fine, but never think that anyone owes you anything. You have to earn it. Just my humble opinion.

[Dave M]

Frank EU,
Would you explain what you mean by "get the business back into their own shops", and "lost their grip on auto glass".
Most dealerships sublet the replacements or repairs and than add that expense plus their profit to the RO. That in turn is forwarded to overall cost of the vehicle to the consumer. I was not aware that dealers ever did their own replacements or repairs! Actually, I take that back. I know off one dealer in my area that does both in house.

[ChampionCHIP,wsr]

to and my 2 cents worth. a couple of years ago i had customer with a chip in an element.
he told the w/s was replaced before and was free from dealer there was a class action suit brought againsts honda
for bad w/s. told me for the life of the car free rplacement. since then had a friend with a element and he same thing.
now i have never asked a honda service mgr but will now.
paul

[jasonsresin]

i had something similar happen at a dodge dealer of mine. i had a repair setup for the sales manager and i go do other things while it was shaded and i come back to find someone had taken my unit off! i was fit to be tied. they had ruined the repair and fooled with my tools. the guy was very quick to explain himself as he could see i was upset and said they had to replace that windshield anyways. it wouldnt pass crystler used car certification with a repair. so i dont thinks its a foreign conspiracy to ruin our lives. i think these used cars certifications are trying to create a high standard for their cars and they know there are alot of crappy repairs out there. (i'm sorry but that last part is true).

[SGT]

Speaking of preowned certification programs. I have on many occassions had dealerships for various brand franchises not certify the vehicle until I did the repair though. I have never been told after the repairs that the vehicle did not meet the certification standard what ever that entails. Unless there is a formal policy from the mfg and endorsed by all dealerships I would think the inspection is subjective to the technician and or that stand alone dealership. I have no Honda Franchises but have done plenty of Honda work at other franchise dealerships and not run into any hurdles yet!

[Chips be-gone]

I work a Toyota dealership and their cars are certified. They have a regional rep come around every now and again that looks at the certified cars and also look at the W/S's. I have done repairs while they were there doing there inspections and looked at my work and was very pleased, There has been other cars on the lot that could not be certified do to the bad repairs before they arrived on the lot. After the dealer showed they have been replaced then the car could be a certified car. These guys will pull the paperwork to see what has been done to the cars to give them there certification.

[doctor ding]

FWIW I have never had a problem with any "certified" inventory at my dealer accounts including Honda, Ford and Toyota. I've repaired all, never had a complaint. Never had any repairs declined by the account because they were going to replace rather than repair.

[Frank EU]

Frank EU,
Would you explain what you mean by "get the business back into their own shops", and "lost their grip on auto glass".
Most dealerships sublet the replacements or repairs and than add that expense plus their profit to the RO. That in turn is forwarded to overall cost of the vehicle to the consumer. I was not aware that dealers ever did their own replacements or repairs! Actually, I take that back. I know off one dealer in my area that does both in house.

Dave, indeed I am pleased to explain this. We do not deal with car dealers whatsoever ourselves, I just never liked that business. I know that many other repairers really like it and in fact depend on this sort of work and that is just fine. However, what these guys are getting is just the bits and pieces that are the left overs. With all respect to the dealers that are happy to work with you and use your WSR service, we do not need scientific research to know that most motorists today seek direct contact with a) their insurance company, broker or network/clearing house..... or b) the glass shop of their choice.
If and when they seek contact with their insurer, broker or any of the networks, they will be most likely steered >and let's be honest, mostly not your way.

Before the big players moved in, and expanded their greedy grip on this business, the volume of damages the car dealers were dealing with was much higher.
Their customers reported their 'glass problems' and the work shop took care, it worked fine and all were happy. Today the car dealers just see the vehicles for a regular service, to not void the warranty, but in many instances no longer for tires, mufflers, oil etc. because many, many motorists use other vendors for that. Also; modern vehicles need less maintenance, so the vehicles they still do see come in less frequent (because the service interval has been extended big time). So there is less traffic on the work floor, all this makes it less likely for the mechanics to spot a windshield damage. The ones you are getting are 'left overs', or traded in vehicles -with probably older damages. Yes, indeed dealers are still seeing damages, but far less than they used to.

This already bad situation will only get worse and it will happen quickly and fairly easy. Once that has happened, it will be difficult for the local dealers (or dealer networks) to get their grip on this part of the business back again. All distributors are aware of this and are trying to overcome this, but it won't bring them the success they indeed deserve.

But hey, there will always be plenty of opportunities for skilled and professional repairers, so do not panic. Just be aware of the things that are going to change our industry, anticipate and go with the flow and you'll be doing just fine!