Customer Supplied Parts
Stourbridge Automotive Ltd is often asked the following question:-
“Would you fit parts, if I supplied them?”
We want explain and be transparent about the decision as to why we do not fit ‘Customer Supplied Parts’, in order to help customers understand the reasons behind this business decision.
- It has always been the decision not to work in this way, as there can be customer ‘come backs’ when these types of parts are fitted. They could be inferior, counterfeit parts, especially when ordered from the Internet through an unknown supplier. In this case, the provided part would need refitting again, with another recommended product, possibly at a cost to the business.
- If a ‘Customer Supplied Part’ is faulty, the part has to be returned to the supplier or the part may have to go through possibly a lengthy warranty process. This can leave the vehicle dormant in Stourbridge Automotive’s workshop, without being able to be moved or work completed whilst on a ramp, not making business sense and can affect the turnover if a regular occurrence.
- Stourbridge Automotive Ltd only use Genuine or OE (Original Equipment) where we can guarantee the parts from our trusted suppliers. If a part that we use is not fit for purpose, suppliers are quick to respond by replacing any faulty part, therefore, minimising the disruption to the business.
- Finally, there can be insurance implications, where by garages who fit counterfeit parts can be held liable in the event of serious injury or even death, even if unknowingly fitting faulty products. Increasingly, consumers are now asking garages to fit their own ‘cheaper’ parts in a bid to save money, but government guidelines recommend that independent garages should be reluctant to fit ‘customer supplied parts’ to protect themselves and its customer.
- Motor traders should all have employers, public and product liability insurance policies in place.
– Employers liability covers claims for damages made by employees.
– Public liability will protect against claims made for damages by the public.
– Product liability will protect against claims made because of product issues or faults.
We never intend to offend customers who use our workshop and this is why we feel it is important to fully explain the reasons for refusing ‘Customer Supplied Parts’ when asked to fit them.
It is also now becoming more common practice within the automotive industry to operate in this manner, mainly due to the increase on the market of counterfeit parts being available to buy – We thank you for your understanding.