New-York tribune. [volume] (New York [N.Y.]) 1866-1924, 1915-07-11
SERVICE TO OWNER
VERY MUCH MIXED
PROBLEM FOR ALL
Motor Maker Faces NeCeS-
sity of Educating Both
Dealer and User.
COMMITTEE TO
CREATE STANDARD
Service Convention Step Tow
ard Black and White Business
like National Policy.

Automol'e owners have without
sosb. been benefited by much that has
bees don. 1.r.ng the last few years in
tbe matter Of mechanical standardized
ton. Sow comes a movement toward
the standard alton Of service.
Under ,.o auspices Of the Automobile
Cbsmbe- o. Commerce factory repre-
sentative and car dealers from all
psr,s OF ,.e country recently convened
q, Det-c.. and held serious confab for
two DAYS o1 service policy"
After alb phases Of the subject were
6latct uuou q committee was an
pointed go draw up g formula for "a
policy af service 90 buyers which may
be acc,r,at.c TO dealers in both pleas
ure and commercial vehicles.
Service as She Is Served.
L developed in the discussion that
there ato .. the United States about as
many varieties Of service as there are
counties Dealers are promising every
thing. and tccn either giving nothing
or TOO much. Representatives from the
STANDARD factories outlined their ideals
Of sery.c. to owners. These were natu-
rally h.-. from the viewpoint Of many
dealers
The large factories. Of course, are
behind this whole attempt at service
reform. it is impossible for the car
builder 90 maintain factory selling
brarchos and service stations in every
small town. in consequence il now be-
cones necessary for him 10 educate the
little dealer along standard, practical
lines.
The dealer often faces 6 situation
which be cannot cope with. He has 10
handle, for example, what is called
"eoerced service" The customer makes
demands on him which he cannot af-
ford 20 allow, whereupon the customer
intimates that he expects TO buy a new
car in a few months and threatens 10
70 elsewhere. In order TO hold his
customer the dealer agrees TO make re-
pairs or requirements, and where he
supplies parts he endeavors to make
the factory share In his loss.
When the factory decides the dealer
has gone beyond the limitations of fair
service 10 refuses TO supply the needed
parts below price list and disputes
which never lead to any good follow.
Free Service Too Cheap.
Then there is the dealer who tells
the owner 70 send his car in and prom
ises 70 FIX Il up and put II IN fine
shape but without giving the owner
any idea Of what il is going TO cost:
This the factory does not approve Of
any more than il APPROVES Of a dealer
giving sway too much service.
The maker also thinks the dealers
statesmen frequently lead him into
hot water by promising things which
neither the dealer nor the factory can
deliver under the head of service.
L was also brought out at the con-
ventiOr that not a few dealers nave
been charging customers for replaced
parts vf .h were allowed by the fac
tories and which should not have cost
the customer more than the labor OF
making the replacement.
Just how the maker can put a stop
70 this problem those present
could moi olive ofrand. There is prob
ably no .ag 20 prevent grasplng deal
ers from doing this at times unless
owners who suspect they have been
called upon 20 pay for a part winch
the factory replaced free OF cost, Will
take the trouble to write direct 10 the
factory and make inquiry.
Percy owen. general sales manager
Of the Chalmers factory, outlined the
Chalmer policy on service, which is
to be dsarltc with the dealer and as
sist him 10 being equally definite with
the customer
A committee which will be appoint
ed BIZ Alfred Reeves, general manager
Of the Chamber of Commerce, viii
draft plan Of standard service policy
which v.u first be submitted TO the
maker and aually approved by sec
ond con .rton Of dealers.
IN the mean time it is up TO the wise
owner 90 got an the service he can
from all tie dealers he can as often
as - CAL.