A GROUP of young mass communication students went the extra mile on their assignment to interview mechanics who dare make a difference to their customers. This is despite the rising living costs which have impacted the spare and labour costs for the motoring industry.
Lecturer Hardip Singh Rekhraj guided university student and the lead writer Abelyn Oh Ying, to write a piece outlining their experience.
And, in the process, brought to light how motorists can fall prey to dubious mechanics and middlemen who prey on their plight of a stalled vehicle.
Particularly women, said Oh in an interview.
They are from the Taylor's University School of Media & Communications, and they got their inspiration from combing through news reports. They stumbled upon one which highlighted car scams.
Oh also pointed out that other fellow undergraduates, who were keen to know about the world of public relations, also contributed to this investigative piece.
Some drivers, particularly women, who have less tendency to comprehend the mechanics of their automobiles, are duped when the mechanics intentionally sabotage the repairs.
This in turn forces the customers to constantly return to the workshops.
They found one mechanic who was captivated by the young inquisitive students. And he began sharing how scamming works but also why he refrains from doing it.
The Federation of Malaysian Consumers Association (Fomca) vice-president Datuk Koris K. Atan says the students have touched on a "raw nerve" with the authorities.
This is because it is difficult to pin the blame on profiteering workshop operators or their mechanics.
There is a list for spare parts and pricing, but the operators or mechanics seldom refer to them. And they make the repair process too complicated for the average driver to fathom, so elements of profiteering can take root from this, said Koris.
"The only way forward is a tradition of trust between the services provider and the consumer. There is no other way. The consumer must be smart to know what are the basic costing and how to build trust with their mechanics."
Then, there is also the consumer tribunal which the aggrieved parties can seek out.
Koris said that the students did something right by highlighting quality and trustworthy persons in the motoring industry.
To substantiate their work, the aspiring journalists also interviewed two drivers, Noordiana and Chloe Lee, about the mechanic they have selected.
Below is their piece in mostly their own words, except for the editing for brevity and clarity, under the title "Remain Aware, Avoid the Scare".
Today, many people are more likely to be scammed or overcharged for work they did not ask for when dealing with dishonest vehicle foremen or service centres.
According to a recent news report, car repair scams that have been reported range from repairs done with zip ties and duct tape to more elaborate electrical system manipulation fraud – all done to ensure customers return for more repairs.
It was reported that female drivers faced more challenges compared to male drivers when getting their car serviced.
Fortunately, not all service centres are operated by unscrupulous and unethical mechanics.
There is one, who works with passion as he sees the happiness of his customers as the ultimate aim other than the pure profit margins of his enterprise.
Based on checks with consumers and service providers in the industry, one name was recommended – Yap Kian Seng, aged 58.
Working as an automotive mechanic gives Yap Kian Seng, 58, an incredible feeling.
For the past 40 years, Yap has spent most of his time working at the workshop.
Before starting his own business, Yap worked as an automotive air conditioning technician for five years after graduating from secondary school.
It was not an easy journey for Yap since he had no experience at that time, so he started learning all he could from his employer.
With all the skills and knowledge he gained there, Yap later decided to launch his workshop, V Care Auto Services, at SS17 in 1998 and moved to USJ 6 in 2003.
In the earlier days, most mechanics learned all their skills and knowledge through on-the-job experience, just like Yap.
As a mechanic, Yap usually inspects, repairs, and maintains cars.
He constantly takes the time to explain mechanical issues to his customers, advise parts and replacements, and work to develop a solid relationship with them.
Yap provides on-the-spot diagnosis and precise quotations to customers.
“For me, every day is like a normal day, if I solve the problem of the customer’s car. I treat every customer as if they were a friend. And it is my responsibility to develop a solution that is best for the customer, whether a repair is taking longer, or a customer is unsatisfied with their car,” he shared with a warm smile.
Except for tyre changes and overhaul services, Yap’s workshop offers all forms of car maintenance.
In Malaysia, most female drivers would avoid sending their cars in for service since there were many news stories about dishonest technicians and repair shops.
This is because women know very little about cars, so a mechanic may target to take advantage of them, which is a common occurrence, said Yap.
Though this may appear to be a trivial problem, women deserved to be able to send their cars to the workshops without fear of being scammed or judged. – The Vibes, July 6, 2022
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