Auto Talk

Talking to a technician

When taking a vehicle to a repair facility for service, many motorists think that if they use the right lingo or diagnose the problem themselves, they'll get faster results. However, using technical terms incorrectly, or misdiagnosing the problem, can complicate the situation and lead to the repair taking longer and costing more than it should.

Clear communication can make a big difference. Here are some tips for the next time you find yourself trying to explain things to an automotive technician.

Take notes. Before you take your car into the shop, jot down a few notes on the problem so you won't overlook any important information. Include any recent changes in the vehicle's operation and performance, even if they seem irrelevant.

Describe symptoms, not solutions. Tell the technician what you see, smell, hear and feel—not what you think it means. For example, "The car vibrates, makes a grinding noise, and pulls to the left when I apply the brakes." Resist the temptation to use technical terms.

Be complete and precise in your description. When did the problem start, and under what circumstances does it occur? For example, "About a month ago, I noticed a rattle under the hood at 40 mph. The car stalls soon after I hear this noise. The problem only occurs on hot days after a long drive."

Know your vehicle's repair history. Bring copies of recent work orders or the vehicle's maintenance log. If the problem started after you worked on the car, 'fess up!

Which side? Refer to the driver or passenger side of the vehicle, not the right or left side.

After you finish describing the problems, read your repair order carefully before authorizing any work. Look for a specific course of action such as "check for hesitation as the engine warms up." If the repair order is vague, ask that it be rewritten to include your comments and concerns.

Good communication should continue when you pick up your car. Be sure to allow yourself enough time to review the work done, then test drive the vehicle and bring it back immediately if the problem is unresolved. Read over your final bill carefully, and ask for an explanation of any charges you don't understand. Insist on descriptions of any parts that were installed, not just part numbers.

Follow the guidelines above and you will spend less time in the repair shop waiting room and more time on the road.