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Took my 2 year old C Max to dealer where I got it from as it was making a droning noise. First call was on spec and they had a quick look at it and diagnosed it was coming from the wheel bearing, but it would need to be booked in so that they could investigate further.
Fair enough, booked it in, but was then a bit surprised when they rang to say yes, it was the wheel bearing and they would need to order one in and would let me know when the parts arrived. I naively thought that if they were expecting to replace a wheel bearing then they'd have a replacement ready.
Took it back today as the new bearing had arrived. Just had a call to say that a bolt has sheared off ... and they need to order a new one which ought to be here tomorrow. They seemed surprised when I suggested that if bolts can shear during the job it might be an idea to have a few handy, as it seems they don't stock any parts.
Are they p@ssing me around because it's a warranty job, or is this just the way things are?
The way things are
Not really in my experience. Keeping parts in stock is expensive.
I had an oil leak fixed on my car and they took everything apart (3 days as thefront suspension, drivetrain and engine had to come out) before ordering the parts they knew they needed and then reassembling it.
Took two weeks but it was fine as they gave be a new car to play in and they did tell me beforehand what was involved.
If a main dealer stocked every part (even if they only stocked 'consumable' spares) for every variant of every model of every year then they wouldn't be able to move for spare parts and, as stated above, it doesn't make commercial sense.
Fair enough. Thanks for the explanations.
If a main dealer stocked every part (even if they only stocked ‘consumable’ spares) for every variant of every model of every year then they wouldn’t be able to move for spare parts and, as stated above, it doesn’t make commercial sense.
And yet my local Indy garage can get most parts from the local factors the same day - especially consumable items like wheel bearings. Different business model, but a viable one.
There's a few reasons
Money tied up in stock
Hold a part till it's been superseded then you cant use it on a warranty job
You order parts in at differing costs depending on applications
Loads of reasons. Though if they're doing a wheel bearing I'd expect them to pre order a pinchbolt n code it into the repair
Not surprised they don't stock many parts, am surprised they can't get them from a local distribution centre the same day (or at worst next day).
Nearly all manufacturer (don’t know for certain with Ford) will issue parts along with a warranty claim, regardless of whether you already have the part in stock or have already sourced it from somewhere else.
Parts managers don’t want parts in stock that aren’t really fast moving because most PLCs will write down parts over 12 months old to a penny at the end of the year, and the cost of the write down sits on the parts department profit which he/she’ll most likely be paid bonus on.
Warranty claims could be faster and better for the customer, but the manufacturer sets the rules.
And yet my local Indy garage can get most parts from the local factors the same day – especially consumable items like wheel bearings. Different business model, but a viable one.
Yes but they won't be supplying original parts whereas a main dealer should always be using original spares so the supply chain is very different.
Ford has also recently restructured their parts delivery organisation IIRC; I think rationalised the number of centres. The wife mentioned something about it as it has had a knock on effect on Kia dealerships who used to share the same delivery service in some areas.
Back in ye olde dayse when I was at uni I worked for them at head office during my summer hols. We got up to 80% staff discount on spares and the local main dealer's parts dept stocked pretty much everything I went in to ask for - which ended up being most of my Fiesta. And my mates Cortina. And his dad's Granada.
I had a ~10 year old Ford and a pipe on the power steering had fretted away leaving a small leak.
It took 4 months for the replacement part to arrive. Not sure about down south, but the Ford spares went from a decent motor factor (can't remember the name) to Arnold Clark, and even parts like spark plugs became something that was never in stock.
Previous place had a radiator and associated hoses for my old Rover in stock for a price comparable with a reconditioned item when it was ~12 years old.
Stock is just waste and with faster deliveries there is little point in stocking items.
Maybe I’m more cynical than most. Make sure they are not charging for extra hours worked ie they take it apart, find something that needs replacing, part not available, put it all back together until part received and then dismantle again.... and repeat 1hr job becomes a 3hr job
I had similar. Recall notice on the wife’s X5, booked it in to Main dealer quoting the recall notice. Turn up to get told that 1. They don’t know if it’s an affected model? And 2. If it is they will have to order the part in and I won’t be getting the car back that day as it’s a ‘safety’ issue. Thank god I’d booked a courtesy car.
Of course post Johnson's Hard Brexit, a few days wait will seem like a distant memory, stuff will be stuck at ports for weeks on end....
It took Honda over a month to get me a split AC hose under warranty.
I agree with you to some degree. Things like bolts cost bugger all and they should have spares as you probably find the 90% of Fords share the same bolts for various parts.
I was surprised the other week when my local Ford dealer had Fuel Injector rail bolts in stock for my other halves ka - but again probably every Ford uses the same bolts.
My local parts guy can get parts in 4 hours however!
Seems hit and miss, I've gone int to get consumables and they've not been in stock. I've gone in to get a seat release handle for a 2004 fiesta several times (they keep breaking) and they're always in stock, actually come tho think of it that's probably why they're in stock.
GSF, ECP etc work differently because they can have a big warehouse full of stuff and they're selling to every garage within whatever radius, not just the main dealers workshop. They've also got the economy of scale that they can have an obscure and expensive part in stock but know that it's the same bosch part to fit several different brands that all use that same bosch system. E.g. I just replaced some brake pads and disks, the same part numbers fit various VW's and Kia's as well as my C-max because the calliper probably came off the shelf from lockheed or someone, it's not actually a 'Ford' part.
Hmm, make me wonder if they really did warrantee replace the driveshaft seal on the gearbox in mine (Ford). I was a bit surprised that I dropped it in for an inspection in the morning and it was done by lunchtime. I'll have to get under it to check.
Plus the manufacturers bang on about standardised platforms so they 'ought' to need less parts despite cars getting more complex. Of course the bike industry has standards too with most parts being interchangeable....