Posted by NCWayne on June 16, 2010 at 13:06:02 from (166.82.79.195):
I just read Nancy's post below and all of the replies to it. What I can't understand is all of you guys that talked about running an 'independent' shop that more or less stated that you wouldn't use customer supplied parts for an oil change.
To begin with regardless of whether it's the oil and filter or a reman engine, all you have to do in the way of liability is to make sure that it is noted and signed for stating that you are supplying labor only, that the customer supplied parts X and Y, and that you are not responsible for any damages done as a result of said parts being used. It comes down to the fact that everyone doesn't have the knowledge or tools to do their own mechanic work, be it an engine swap or an oil change. Then there is the added problem for them of not having a way to dispose of the old fluids, filters, etc. As a result they need someone to do it for them,and these are all things that there is typically an extra charge for. Basically if you are a mechanic that is your chosen job and the reason they have come to see you and where the parts come from is irrelevant as long as I'm smart enough to CMA.
That said there are also many reasons someone would want to use their own parts for an oil change. One of these reasons being that there are standard capacity filters and extended capacity filters. Both are usually identical except for the length/capacity of the filter but most shops aren't going to spend the extra to keep the extend capacity filters on hand. For someone doing alot of heavy towing, or that can't always make it to the shop exactly on time, or simply have a vehicle with an older engine that puts more contaminates into the oil the extended capacity filter is a good thing to use. Just because you don't stock/sell that filter or the brand that makes that filter, why not let them use it if it's their prefference? It is their vehicle and not yours isn't it? Second not all oils and greases are compatible. Granted Nancy didn't take in her own oil or grease in this instance but if a noncompatible oil or grease was used in someones vehicle then alot of damage could have easily been done. In that case who's fault would the damage have been if you did the work but didn't use the oil or grease the customer supplied to you?? Heck if they took it to Jiffy Lube the last time, Joe's Shadetree the time before that, etc, etc, by the time it gets to you you have no clue what has been used in the engine before or if what you use will be compatible. So, if it blows up when you put your product in then they are without a doubt going to come back on you regardless of what product you used. However if they use their own product every time and you make sure you CYA when they bring it to you, then they have absolutely no claim against you for making their own choice.
Personally when I work on a customers equipment or vehicle I typically use whatever filter and/or fluid they supply for those very reasons. With equipment expecially the use of the machine dictates what weight fluid to use and if you'd look at the owners manual on many other vehicles they recommend the same thing depending on vehicle usage. The fact that most shops tend to use one particular brand and weight of oil to cover everything pretty much dictates that if the customer has some special use for their vehicle or may use a particular product that may or may not be compatible with what you sell, then they better than you know what they want. Granted you can always make your own recommendations as to what the customer needs but ultimately it comes down to the two cardinal rules in customer service, rule one, "The customer is always right", and rule two "When they aren't refer to rule number one". That pretty much means that whe dealing with the public you have to CYA when it comes to stuff like this but as long as you do that it shouldn't matter whether you use brand X, Y, or Z oil and filter that they brought to you. On top of that there is the law that pretty much states that OEM products do not have to be used to maintain a warranty regardless of what the deaperships try to make you believe.
In the end it all makes me wonder about shops that refuse to use a product they don't sell when there really is no basis for it. What it makes me think about is just exactly how much markup are they making off their products. If that markup alone is so great that it is what keeps them in business, more so than the quality of their work, then there is a big problem there in my eyes. The way I see it using their proeuct is usually going to make the job take a little longer so that being the case the labor rate is going to make up the difference I'll lose on parts markup so in the end it all works out even. Heck even if I lose a dollar by using their product I'm usually going to make it up in the future becuase I have made a customer happy and they will bring more work my way as well as recommend friends. As it stands I have been using other peoples products/oils/greases/etc in their machines and vehicles since I was old enough to start helping my Dad and have never had someone come back on me claiming that I damaged their vehicle/machine because I used their brand of oil/filter anymore than the ones where I picked the brands myself anymore than I have had someone come back because I used a part they supplied.
In the end it all seems to me to be about the greed of some companies wanting to make as much as possible in as little time as possible and to heck with true customer service. I guess it's like my buddy said the other day,' I guess neither of us will ever be rich because we both try to run an fair and honest business and honesty and fairness don't make you rich in todays world....'.I think that pretty much sums it up........
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