Putting the brakes on mechanics' gobbledegook

Published on Wednesday 9 March 2011 15:12

A CAMPAIGN is launched today to ban garage gobbledegook which can leave customers baffled when bringing in their cars for repairs and servicing.

Campaigners said there was a high level of confusion about mechanical jargon and a need for staff to use simple and unpatronising language.

Research showed that more than nine in ten car owners were left bewildered by terminology routinely used by mechanics. Nearly half also admitted paying for a service or repair without understanding what it was for.

In addition, four in ten of the 2,000 motorists surveyed admitted they have pretended to understand something the garage had told them so they didn't reveal their lack of knowledge and risk a bigger bill.

Halfords Autocentres has now joined with the Plain English Campaign to draw up an easy-to-understand guide to motoring industry terms.

The firm's chief executive Duncan Wilkes said: "This is about creating an atmosphere where men and women feel comfortable with helpful, honest and reliable customer service."

The guide has been awarded the "Crystal Mark" by the Plain English Campaign. General manager Tony Maher said: "It is obviously important customers leaving a car at a garage are happy they understand what work is being carried out and they know what the mechanic is going to do and what that work will cost them. Cars are becoming more complex than ever."

Neil Greig, of the Institute of Advanced Motorists, said: "The garage trade has a poor image, and initiatives such as this are a step in the right direction.

"Clear explanation of work in advance and on the final bill are crucial to build trust between mechanics and customer.

"Modern cars are very high tech, and even drivers with a good mechanical knowledge are totally in the hands of the 'experts' when it comes to repairs and servicing."

IN TRANSLATION

THE MECHANIC SAYS: "Your cam belt needs changing."

WHAT IT MEANS: The belt - a large, strong rubber band connecting major moving engine parts - needs replacing.

WHAT TO BE AWARE OF: Essential to avoid potentially significant engine damage.

THE MECHANIC SAYS: "Your big end has gone."

WHAT IT MEANS: A large bearing inside the engine has worn out.

WHAT TO BE AWARE OF: Big ends rarely wear out, so any problem that has led to this diagnosis could be caused by a simpler problem. Ask the garage to explain.

THE MECHANIC SAYS: "The clutch is slipping."

WHAT IT MEANS: Part of the clutch which allows you to change gear smoothly is worn.

WHAT TO BE AWARE OF: You'll probably need a new one.