Effective communication between car owners and mechanics helps get cars fixed right the first time.

LOS ANGELES--(BUSINESS WIRE)--May 22, 1996--Ineffective communication between car owners and auto repair technicians is among the leading causes for unnecessary or inaccurate auto repairs, according to the Automobile Club of Southern California.

An average of 24% to 40% of auto repairs in Southern California are unnecessary primarily due to a lack of clear communication according to Auto Club-sponsored research.

The research results were part of an overall report on the automotive repair industry conducted by engineering students at Harvey Mudd College and sponsored by the Auto Club.

"Motorists need to describe the symptoms of a car's problem as completely and accurately as possible to the service advisor or mechanic," said Steve Mazor, the Auto Club's principal automotive engineer.

"If returning to the shop for the second time with the same problem, take the advisor on a test drive to clearly communicate the problem."

When motorists take their car to a dealer or larger independent garage for service, they are typically greeted by a service writer or advisor, whose job is to determine the exact nature of the car's problems.

To ensure proper communication with the service writer or technician the Auto Club recommends the following steps for motorists to improve the quality of information on the repair order when talking with the service writer.

-- Don't try to diagnose or conclude the nature of the problem.

Explain symptoms so the technician working on the car can

figure out the problem.

-- Prepare a written list of symptoms to discuss with the

advisor or technician.

-- Have realistic expectations. Customers often describe the

problem, then expect an immediate answer from the

technician regarding the repair costs and how long it

will take. Most problems need to be diagnosed with

computerized test equipment. Once a technician has

properly diagnosed the car, the customer should be

called with a complete estimate of needed repairs,

time and cost.

-- Keep complete service records. Chances are the current

problem a motorist is having could be as a result of an

earlier repair job.

-- The person who usually drives the car should bring it in for

service. They will be able to answer questions the

technician might have regarding the diagnosis.

It is important to keep in mind that the only information the technician has when working on a car is what is written on the repair order -- it is the sole road map to what is wrong with the car.

Motorists should remember a rule of thumb when describing the symptoms is to use the three W's -- what, when and where. Considerations incorporating the three W's include:

-- Did any indicator lights on the dashboard come on?

-- When does the problem happen?

-- Does the problem only happen when it's cold or rainy or hot

or humid?

-- Does a problem begin suddenly or develop gradually?

-- Do varying road surfaces make a difference?

-- Is there a smell associated with the problem?

-- If there is a noise, where does it originate?

When retrieving the car, it is important for motorists to make sure the problem has been fixed correctly by getting an exact explanation of the diagnosis and repairs. If this is the second time having the problem fixed, insist on taking a confirmation drive with the advisor in the passenger seat.

The Auto Club recommends that when selecting a dealership or large independent repair facility motorists check whether the garage has an Automotive Service Excellence (ASE) designation or has been approved by the Auto Club's Approved Auto Repair (AAR) program.

To earn approval by the Auto Club, each facility must meet stringent standards regarding training, equipment, cleanliness and customer satisfaction. Facilities are inspected on a regular basis for compliance and must maintain a minimum 90 percent customer satisfaction rating.

The Automobile Club of Southern California, the largest affiliate of the American Automobile Association, has been serving members since 1900. Today, the Auto Club's 4.3 million members benefit by the organization's emergency road service, public safety programs, travel planning, highway and transportation safety programs, automotive testing and analysis, automobile and homeowners' insurance and legislative advocacy.

CONTACT: Layna J. Browdy/Jeffrey Spring, 213/741-4410