Over the last serval months, perhaps going back as far as\u00a0 a year, every discussion about the challenges and costs of modern vehicle repair ends with \u00a0a variation of the phrase \u00a0\u2018but of course we need correct repairs \u2018 . This is said with a tone that suggests;\u00a0 \u2018I have met my obligations because I have mentioned that correct repairs are needed.\u2019\u00a0 With this phrase and no further investment the speaker imagines or hopes that he has transferred all responsibility to the repairer and is now absolved of all liability or requirement in further investment in that repair.<\/p>\n
This phrase is always aimed at the repairer and is always used by anyone who has an opinion on repair procedures and repair cost, but has no hands on responsibility for that real world repair. Insurers really like it and industry commentators, speakers and trainers always close with it.<\/p>\n
The beleaguered \u2018estimator\u2019 being told to fix the car right is not being paid for looking anything up and in fact will be penalized for doing so.<\/p>\n
If the car is fixed that poorly that a serious comeback results then there will be repercussions. However with all metrics centred on severity, cycle time and customer satisfaction an improper repair that gets past the customer will gain higher marks than the correct repair that takes an extra day and costs another $500. There is not a lot of incentive to spend extra time doing something he is not good at if the probable result is lower marks, and a bigger stack of files still on his desk.<\/p>\n
With each year the active fleet being repaired gains added complexity and more and more cars requiring research and careful analysis before the repair starts are becoming part of the repair mix. A time will come, not that far in the future where the incorrectly researched repair will fail almost every time. But we are not quite there yet.<\/p>\n
Mike Anderson gave a recent presentation about position statements in which he said that even if the manufacturer does not reinforce a procedure in a position statement you still have to follow that procedure.<\/p>\n