Should service centres return old parts to customers for transparency?

This absence of transparency, a common industry norm, impacts trust in the service centre. And I am talking about all other brands, be it Tata, Suzuki, Hyundai, Mahindra etc.

BHPian evilminstrel recently shared this with other enthusiasts.

The experience at the car workshop situated in Noida presented a blend of positive and concerning elements. I think it is important to spill it down here as some of the issues are common to the auto service industry in India, especially for ASC.

Upon arrival, I was greeted by the Service Head in an empty workshop, and the cleanliness of the customer lodge was notable. The request to witness the service on my car was promptly approved, allowing me to move to the basement workshop.

During the inspection, the engine received attention with the addition of 5W40 grade engine oil, although the brand remained unidentified as it was poured from a different container. Moreover, the windshield fluid solution appeared to be water, which raised doubts. They were taking the empty bottles of authorized windshield fluid, getting water-filled, and pouring it into the fluid reservoir of the car.

Routine checks were conducted, including topping up the coolant and assessing electrical. While I proactively requested an early air filter replacement and opted for an antirust coating, a significant concern emerged regarding the lack of customer approval for the materials used. I am not saying that the materials used were not genuine; however, you never know and can't be too sure!

As a matter of practice, materials need to be seen and approved by the customer (through signatures on the bottle or whatever) and ought to be put into the car accordingly. The empty bottles ought to be returned to customers to be reasonably confident that the materials used were the same as were approved. How you treat your wine, your car deserves at least the same treatment.

This is unfair consumer practice and should be nipped in the bud. I don't understand why the auto industry can't adopt these simple practices to improve customer satisfaction. This is not for Citroen, but for every ASC out there for any brand. Only Honda adopted this practice, wherein they not only put the empty cartons in the boot but also the old parts that were replaced. On request, they would take it away to their junkyard.

This absence of transparency, a common industry norm, impacts trust in the service centre. And I am talking about all other brands, be it Tata, Suzuki, Hyundai, Mahindra etc. For a new brand like Citroen, implementing customer-involved practices for material choices is crucial to instilling confidence. Overall, while the initial reception and cleanliness were positive, the need for transparency and customer involvement in the service process is evident in enhancing customer trust and satisfaction. Overall, I will give this experience 7/10, not because it wronged me, but because I expected more from Citroen given their sales taking southern turns every month. An amazing car with low sales needs to do something exceptional to take the market to its side.

PS: They requested me not to take photographs as it was a new workshop and certain mandates were still not implemented by the workshop.

Here's what BHPian joslicx had to say on the matter:

Well, one issue with returning spares would be how would folks dispose of them at their home. Most of these may not be that straightforward to dispose of.

VW service used to put used air filters, spark plugs etc though I think this time they didn't. I always struggled with disposing of those and was always unhappy about throwing used air filters in the dustbin, for example. The used spark plugs and the oil bottle would remain in the trunk and go back to the ASC during the next service.

I think maybe there should be a policy that you can ask for the old spares that were changed during service and ASC should oblige else let them keep those and dispose appropriately.

Here's what BHPian ashis89 had to say on the matter:

The Maruti and Kia return from the service centre with the old parts kept in boxes in the boot. Moreover, the service advisor also shares images/videos of the parts getting replaced. I believe this practice has become an SOP across service centres of various brands. You can ask the Citroen dealer to follow this too.

BHPian evilminstrel shared an update:

I think I could not convey the concern.

The point is not as to why they do not return the spare parts; the concern is how do we know that the same materials and fluids (for example, engine oil, brake oil, and windshield fluid) are used that they purport to be using at ASC? This is particularly worrying in cases of AMC adopters who have already paid the service amount.

If the cartons are approved with your signature on them, opened, and poured before you in the engine, even the premium that you pay at ASC is justified. On the other hand, when they pour fluids into the machine when you have no means to know what engine has been used, it is concerning.

As a matter of practice, ASC should not only get the cartons approved but also offer the customer an audience when oil/spare parts are put into the engine. Returning cartons is just the second prong of the verification that purported materials were used (although not full proof). After all, customers have paid for the materials and parts, and they cannot go blindly into the car without customers' verification.

Going by what is happening at ASCs, it is better to get the car serviced at FNGs. At least they get the car done before you and with your approval of the materials. But alas, there goes your car's warranty if your car is not serviced at ASC!

Here's what BHPian theturbogirl had to say on the matter:

I agree with you. The ASC takes customers for granted and there are only a few customers who can verify the oil or spares used in the car, that too after verbal altercations, calling the GM of the workshop and whatnot.

Finally, a lot of us don't want to leave in bad taste because we have to go back to the same ASC for the next service to keep our warranty valid. In fact, given the choice and genuine accessory availability, most of the customers would prefer FNGs over ASC. Many times service advisors simply deny the audience to the service as if they are doing it for free. As a customer, I am within all my rights to investigate what I am putting in the car.

It is a good idea to sign sealed bottles and get those bottles back or verified post service. But this would be effective only if every customer is doing this way so that no other less vigilant customer pays the price.

Henceforth, I am going to ask ASC to get the bottles verified by me before putting them in my car's engine. Let's see how they react.

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