Main dealer servicing “technicians”

[pembssurf]

Currently waiting for my C Class having a large service. Whilst I’m sat here in the waiting room of the main dealer observing work carried out through the transparent glass viewing area I can’t help but notice the average age of the technicians” carrying out the work in the workshop is prob between 16 yrs old -23 at the absolute max of which there are at least 10.

I’m only 37 so this isn’t an ageist rant in any way. My point being how many of these kids could actually deconstruct an engine with a Haynes manual? I can see why they often run into problems when the computer (STAR) says no.

Not going to name the dealer as to be fair Iv always recieved good service here and have zero complaints. Just thought it was an interesting observation and probably one that reflects showrooms up and down the country.

Needless to say when my service plan runs out il be going to a known Indy.

 

[E53AMG]

Think it is normal, 1x highly qualified Master mechanic rest all min wage apprentices, seen it with Jag as well....

Sent from my SM-G955F using Tapatalk

 

[KennyN]

Noticed the same with the BMW techs , it looked like they were all on their weeks work experience from school.

The above ,age thing, was further confirmed when i picked the car up as both front seats were almost horizontal from the test "thrashing" and no one over the age of 20 would contemplate driving like that.

Kenny

 

[John]

That's why they are known as technicians and not mechanics.

A lot cheaper to employee one or two experts and the rest just follow what a computer says.

If they had the expertise - they'd be one of the experts or working for themselves.

Main dealers don't repair anything and simply replace with new so it's just an expensive part-swapping exercise.

 

[markjay]

Servicing is dead easy.

Replace engine oil and filter, then go through a list of checks. Anything fails the check, inform your line manager.

I can't imagine this sort of repetitive task requiring more than a couple of weeks of training (the training might be longer because the techs are taught other things as well, but as far as the task of carrying-out a service goes - should not take long at all), including H&S and including emphasis on being meticulous and thorough when carrying-out the checks.

Additional work will probably include only the basics etc replace cabin filter or air filter, while presumably ATF change or spark plugs change on a V8 etc will be done by a more experienced chap.

Also, most garages at this level will have any work done cross-checked by peer or supervisor anyway (ISO9000 etc).

So as long as they are properly trained, and as long as they are supervised by an experienced tech who can also assist in case of any issues, I don't see an issue with that.

 

[Will]

To be honest I don’t really see your point.

You say you’re not being ageist but make no mention as to any founded concern to the quality of the work (in fact you say you’ve received good service and have zero complaints?) yet go on to say that you’ll take your business elsewhere? To me it reads like discrimination :-(

The master techs would have been young once. Who cares if they use Haynes manuals or rebuild engines. No-one really does that in main dealers anyway do they? It’s in for a service not an engine rebuild so I don’t see your point. Most modern cars rely heavily on computers and technology so perhaps something to consider there when choosing your indi - have they kept up to date with the latest factory courses and invested heavily in the tooling and diagnostic equipment as required?

There’s good techs out there both young and old, and bad ones too. What the younger ones may lack in years of experience they may gain in recent and up to date training and a good work ethic.

I’ve worked with young and old people, both good and bad. Judge people on the quality of their work not their age.

Sad to see rubbish like this these days

 

[markjay]

I wouldn't worry too much about potential incompetence, I would be more concerned about techs either getting lazy or working to impossible KPIs time-wise and in either case not actually doing the work

Or - in some cases, techs taking the service parts from stores but then whisking them away to be sold privately instead of actually fitting them in the car - I heard some stories in the olden days (though these days there's CCTV everywhere, so hopefully this practice is dead now).

 

[Will]

Exactly - and of those points you raise they would apply equally to any techs regardless of age.

Potentially the longer you’vd worked there the more fed up you’d get and look to either cut corners or become lazy.

Bad habits take time to develop usually...

 

[philsmerc]

Not a new phenomenon either - many moons ago, after my nearly new 2nd gen Cavalier had been in for a service (old git alert), I checked the oil level the next morning. I found that it was about an inch ABOVE the max on the dipstick (and yes, it was on flat ground).

So off I went back to the Vauxhall main dealer to complain. After some head scratching, the service chappie apologised and said that the apprentice had made a mistake, which would be rectified. So I asked if, as the apprentice had carried out the work, would I be getting a reduction in the labour costs - most garages didn't have computers then but the answer was still - NO.

 

[markjay]

Exactly - and of those points you raise they would apply equally to any techs regardless of age.

Potentially the longer you’vd worked there the more fed up you’d get and look to either cut corners or become lazy.

Bad habits take time to develop usually...

You could also be ageist in the other direction and say that if an older chap carries-out the service on your car, it's actually a cause for concern... if at his age he's still doing basic servicing, then he can't be much good as a tech if he hasn't progressed over the years?

 

[bob6600]

Most will have one or possibly two Master Techs and the rest are 'normal' technicians. The techs are trained but are also training and learning. The Master Techs seem to handle the more complicated or specialist jobs, possibly training the techs as they do. A lot of the training is/was classroom/computer based so they learn the way things work but only get hands on when a car is in.

There are some very good (and probably better than main dealer) independents out there, especially in the MB world and I wouldn't hesitate to take my car there. If I had a specialist car (say AMG) and I did not have an Indie close by who was familiar with them then I would go to the main dealer. Two reasons, firstly they should be familiar with these cars and secondly if anything is to go wrong, you are more likely to get it fixed regardless of cost.

 

[merc85]

I think its because you have aged, I know your only 37 but..... i had the same thing the other day.

I went into a HSBC bank to pay some money in, The Lady "young girl" behind the glass looked like she was only 18! Turns out she was indeed the Manager, i commented this to my Wife who replied its because your 40! they look so young lol.

Hummmm maybe she has a point, I'm not totally convinced haha

 

[PeteTheOldGit]

I actually see this as a positive that so many young techs are still entering the trade. I'm involved in the Motor Factor side and deal with indis all day and they all struggle to get replacement techs. Seems the youth of today don't really see the industry as a good career choice. Basic service skills as always been done by the apprentice with master techs overseeing there work, like I say actually pleasing to know there still coming thru..

 

[Yugguy]

Do you have any evidence that these technicians were incompetent? Has the service been done to the correct standard?

Our close friends' oldest daughter has worked part time since she was 16, all the way through her GCSEs and A-levels. She's been able to transfer branches within this job to her university town and part-fund her studies through it. She is hard-working and canny and would be worth employing anywhere, but she will have to fight attitudes like this before she even gets a job, let alone when she is in it.

 

[Will]

A good few years ago (15+) I went in to a local bank of mine on a Saturday morning to withdraw cash to buy a car.

I’d asked to withdraw £5000 and the cashier started to process my request.

In those days it was a slip of paper they passed over the counter to sign. She printed this out and went over to get the cash ready to count out for me.

As she was counting the money out and putting it into the envelope I was about to sign the slip when I noticed it was printed off as ‘£500’ not ‘£5000’. As I started to query it for a very brief moment I thought ‘I could have walked off with £5000 in an envelope having signed for £500...’ but I guess honesty got the better of me

The cashier wasn’t young btw...

 

[bob6600]

Do you have any evidence that these technicians were incompetent? Has the service been done to the correct standard?

I know this is aimed at the OP but I do and it is currently being resolved by the dealership. Mistake was made and is now being rectified by the Master Tech and paid for by the dealership. It wasn't a complex job or even specialised because of the vehicle but the small mistake could have been dangerous and they were lucky I picked it up before something happened. It is going to be costly though as parts, labour and courtesy cars all add up

 

[A35Kid]

A good few years ago (15+) I went in to a local bank of mine on a Saturday morning to withdraw cash to buy a car.

I’d asked to withdraw £5000 and the cashier started to process my request.

In those days it was a slip of paper they passed over the counter to sign. She printed this out and went over to get the cash ready to count out for me.

As she was counting the money out and putting it into the envelope I was about to sign the slip when I noticed it was printed off as ‘£500’ not ‘£5000’. As I started to query it for a very brief moment I thought ‘I could have walked off with £5000 in an envelope having signed for £500...’ but I guess honesty got the better of me

The cashier wasn’t young btw...

They do counts at the end of each day, you wouldnt have got away with it for very long, unfortunately

Servicing is dead easy.

Replace engine oil and filter, then go through a list of checks. Anything fails the check, inform your line manager.

I can't imagine this sort of repetitive task requiring more than a couple of weeks of training (the training might be longer because the techs are taught other things as well, but as far as the task of carrying-out a service goes - should not take long at all), including H&S and including emphasis on being meticulous and thorough when carrying-out the checks.

Additional work will probably include only the basics etc replace cabin filter or air filter, while presumably ATF change or spark plugs change on a V8 etc will be done by a more experienced chap.

Also, most garages at this level will have any work done cross-checked by peer or supervisor anyway (ISO9000 etc).

So as long as they are properly trained, and as long as they are supervised by an experienced tech who can also assist in case of any issues, I don't see an issue with that.

I'm wondering, if its dead easy and only requires a few checks, oil and filter replacement, why is there service plans 20-30-40+ £ per month ?

 

[markjay]

...I'm wondering, if its dead easy and only requires a few checks, oil and filter replacement, why is there service plans 20-30-40+ £ per month ?

'Easy' can still be time consuming.

You are paying for the techs' time (on top of any materials).

You are not paying based on the complexity of the job.

The hourly rate will depend on the techs' pay, the cost of their training, and a share of the overhead cost of running a business (rent, rates, equipment, admin and sales staff, etc etc).

Then there's profit for the owners, and 20% VAT on top.

And yes it does get expensive....

 

[pembssurf]

I think its because you have aged, I know your only 37 but..... i had the same thing the other day.

I went into a HSBC bank to pay some money in, The Lady "young girl" behind the glass looked like she was only 18! Turns out she was indeed the Manager, i commented this to my Wife who replied its because your 40! they look so young lol.

Hummmm maybe she has a point, I'm not totally convinced haha

Quite possibly this! As I said I am not ageist in practice as the majority of the current workforce I have just employed are between 17/21 and their job is to keep people alive.



Pretty sure though that any one of you on here who saw somebody who appeared pre pubescent working on £60k’s worth of motor (for eg a C63) inc AT service and diff oils may well be slightly concerned. If not you have more money than sense or just a bloody bad liar.

Just to put my thought process out there re indies, my thoughts are as follows: my money, my car, my choice. My car came with a service plan and it would be stupid not to see that out.

Look forward to more debate on this one!

 

[pembssurf]

Just to add there is the possibility that I am age blind and they are a in their 30’s. If they are I want to know their razor brand because I want them!