The UK’s No 1 distributor of greener automotive A/C refrigerants www.nationalref.com
Editorial 3 www.aftermarketonline.net JUNE 2024 Editor John Shepherd john@aftermarket.co.uk +44 (0) 1732 370 345 Head of Sales Angela Lyus angela@aftermarket.co.uk +44 (0) 7823 736 629 Managing Director Ryan Fuller ryan.fuller@dfamedia.co.uk Operations Manager Emma Godden-Wood emma.godden-wood@dfamedia.co.uk Marketing Manager Hope Jepson hope.jepson@dfamedia.co.uk Finance Department accounts@dfamedia.co.uk +44 (0) 1732 370 340 Chief Executive Ian Atkinson ian.atkinson@dfamedia.co.uk Contributors Bill Fennell | Olaf Musshoff Chris Jones | Frank Massey Martin Pinnell-Brown | David Banks Published by DFA Media Group 192 High Street Tonbridge Kent TN9 1BE +44 (0)1732 370340 ISSN 2516-9149 Aftermarket is published 10 times a year and is sent free of charge to applicants meeting the publisher’s criteria. All others may subscribe at £60 per anum, £120 Europe and £150 rest of the world. While every care is taken to provide accurate information, the publisher cannot accept responsibility for any errors or ommisions, no matter how caused. All rights reserved. No part of the publication may be reproduced or transmitted in any form or by any means without prior consent of the publisher. The views of contributors do not necessarily represent the views of the publisher. Copyright: DFA Aftermarket Media Ltd 2024. Average net circulation July 2022 to June 2023 17,274 Welcome to your new-look Aftermarket magazine! We all like to look our best as we prepare to get out and about and enjoy summer and we’re no exception — which is why we’ve given our industry-leading publication a bright, fresh redesign. But I hope you agree it’s more than a ‘makeover’. As you will see in the following pages, we have expanded our news content to ensure you are even better informed about developments impacting the aftermarket. In our new Spotlight section, we will be going beyond the headlines to drill down into the detail of keynote issues of importance to businesses in our sector. I’m delighted that in our first Spotlight feature, The Motor Ombudsman managing director Bill Fennell writes exclusively about how the organisation can support garages in dealing with customer complaints through its Alternative Dispute Resolution process — and so avoid potential reputational damage and more. In our newly expanded business features section, Heliot Europe UK partner manager Gareth Mitchell looks at innovative hi-tech solutions mechanics and garages can add to their toolkits to help track down and recover stolen vehicles, should they become unsuspecting victims of crime. Meanwhile, with Automechanika Frankfurt looming on the horizon in a few months’ time, I had the pleasure of catching up with Automechanika director, Olaf Musshoff, who exclusively talks about the continuing importance and influence of UK aftermarket businesses on the global stage. But before we head to Frankfurt, it’s the return of the UK Garage & Bodyshop Event at the NEC Birmingham this month. As you’re reading this issue, the chances are you are either preparing to go to the show, you’re already exploring the myriad of UKGBS stands at the NEC, or you’ve recently left, clutching show goodies and business cards — unless, unlike me, you’re more tech savvy and have gone completely digital with e-cards! We’ve got a curtain-raiser for UKGBS starting on page 21 of this issue, including my interview with event director Joanne Knowles, followed by a selection of some of the companies and products you can expect to encounter. Our full review of the event will feature in next month’s edition. But while we reflect on the presentations, products, deals done and networking at the NEC, Joanne tells me her team is already looking ahead to the event’s next outing — in 2026 — such is its popularity. If, dear reader, we did not have a chance to chat over a cuppa or something stronger at UKGBS, I’m sure there’ll be plenty of opportunities to catch up soon. And I must also make sure you’ve got some other very important events in your calendars, including The Aftermarket Event in Farnborough in October (read all about that on page 12). Then last, but most definitely not least, the countdown is now well and truly underway for this year’s Top Technician and Top Garage competitions. But who will emerge victorious? Join me and the Aftermarket team in October for the contests’ awards evening. For details, turn to page 68. Meanwhile… enjoy the issue! John Shepherd Editor
News 4 www.aftermarketonline.net JUNE 2024 Contents 6 Cover story News 8 The Aftermarket Event 16 Spotlight: Handling garage complaints fairly 18 UK Garage & Bodyshop Event preview 21 Interview: Automechanika director Olaf Musshoff 25 40Business Fighting garage theft 40 Q&A: Eurorepar’s Chris Jones 42 Garage visit 45 Data transparency 48 27Features Diagnostics tools 27 Pluse Lifts & jacks Garage management systems Clutch & Transmission
5 www.aftermarketonline.net JUNE 2024 Frank Massey tackles a 49 steering assist fault EVs & battery tech 51 Tyres & tyre safety 55 49 Training: Launch of the 60 HELLA Academy Delphi invests in training expansion 63 On the move 64 TeaBreak 66 Latest aftermarket innovations 58 Products & Competition 59 Win a tech prize bundle from Ring 58 60 Technical PLUS… Products focus Subscribe to
6 www.aftermarketonline.net JUNE 2024 Cover story QUALITY PRICE PERFORMANCE FIND A DISTRIBUTOR DOWNLOAD THE CATALOGUE NEW EUROREPAR CRASH PARTS • Available for vehicles over 5 years old • Over 100 references available • Competitively priced to reduce repair costs WITH NEW PRODUCT LINES BEING EXTENDED ACROSS THE RANGE distrigoparts.co.uk/dealer-locator distrigoparts.co.uk/newsletter See distrigoparts.co.uk for details. • Fit exactly as the original parts • Comply with EU safety specifications
www.aftermarketonline.net JUNE 2024 Cover story 7 Eurorepar launches a new product line with the perfect blend of quality and highly competitive pricing, helping to reduce the cost of repair. Adding to their already impressive list of go-to parts for the vast majority of vehicles on the road, Eurorepar now extends its reach offering a Front and Rear Bumper range with associated collision/bodywork parts, keenly priced within the market. Built to the highest standards and priced at an average 42% less than their OE equivalents, this new collection is available primarily for older vehicles (models out of production and over 5 years old), for popular Vauxhall, Peugeot, Citroën, Fiat and Jeep models. Engineered for a perfect fit and lasting performance, Eurorepar’s new range will help keep repair costs down without compromising on quality. The new range of bumpers and collision/bodywork items provides over 100 references covering passenger cars and commercial vehicles. Each is matched to the original part in design, construction and assembly, to save vital fitting time in the workshop. All the parts undergo extensive testing for approval by Stellantis experts, to ensure they comply with EU safety specifications for all-round peace of mind. Only when they can guarantee durability, aesthetic appearance and pedestrian safety, are the parts available for distribution. Soon, Eurorepar will extend this new range of bumpers and will add further collision/bodywork parts over the coming months, starting with wings and grilles. To keep track of the growing list of new products and references, please go to the Distrigo website, distrigoparts.co.uk New to Eurorepar? Eurorepar is just one of four product ranges supplied by Distrigo Parts Distribution, a global supplier within the vehicle replacement parts industry. Distrigo provides Genuine OEM Parts; a variety of trusted Supplier Brands including Bosch, Valeo and Delphi; SUSTAINera remanufactured parts; and Eurorepar itself. Offering all-makes expertise, Eurorepar provides a comprehensive range of key product families as well-made as they are well-priced. From Oils, Batteries and Antifreeze, to Braking, Suspension and Exhaust items, Eurorepar can supply all the consumables and virtually every part you could need at substantially lower prices than OEM. All are backed by a 2-year warranty (3 years for Batteries) and all conform to an EUrecognised quality certificate. Eurorepar is available through an ever-growing nationwide network of 90+ distributors including large Hubs, medium Relays and local Markets. Whatever you need, and whenever you need it, Distrigo will deliver it directly to your workshop. As an introduction to Eurorepar and to get a feel for the amazing range and services on offer, you can download the Distrigo catalogue at distrigoparts.co.uk/ newsletter Alternatively, to contact your nearest Distrigo Distributor, visit distrigoparts. co.uk/dealer-locator Discover a brand-new range of bumpers and crash parts Engineered for a perfect fit and lasting performance, Eurorepar’s new range will help keep repair costs down without compromising on quality
News 8 www.aftermarketonline.net JUNE 2024 In association with The heat is on for teams planning to take part in this year’s industry leader challenge for automotive industry charity Ben — with the unforgiving terrain of the Sahara awaiting them on the horizon. Up to 10 teams of two will spend five days trekking across the Sahara in Morocco in November to raise a minimum of £20,000 per team for Ben. Participants will spend up to 10 hours a day trekking across the desert, covering up to 27km a day with daytime temperatures expected to be between 25-35°C — before plummeting to around zero at night. To date, teams from the Retail Motor Industry Federation, the Independent Garage Association and LKQ ECP have signed up to take on this year’s challenge. Of those organisations Stuart James, director of RMIF, Rob Collison, IGA chairman and Kevin Finn, RMIF chair of RMIF and IMI, are confirmed as taking part. Matt Wigginton, Ben’s director of partnerships, engagement and income said as with all such events, the primary focus is on raising funds to support people in the automotive industry who are facing challenges beyond their control. Participants must have a good level of fitness to endure five consecutive days of trekking the Sahara. There are limited spaces available so for more information or to register your interest email Matt (matt. wigginton@ben.org.uk). Increases in fuel theft plus a rise in shoplifting across the UK is costing garages more than £100 million annually, Aftermarket has learned. Petrol Retailers Association (PRA) executive director Gordon Balmer said data released by the Office for National Statistics on April 25 — showing the surge in shoplifting incidents reaching the highest levels in two decades — plus fuel theft, was “a very real financial challenge” for garages and forecourt operators. The PRA told Aftermarket its own current figures indicate that, on average, sites currently report more than eight incidents per month. Fuel taken in no-means-of-paying (NMOP) cases stands at an average of nearly £70. Around 28% of NMOP drivers pay within four days of declaring they forgot wallets/purses, necessitating follow-up letters and phone calls from garages. And the average value of fuel taken in drive-off (DO) cases exceeds £50. The distribution of incidents by type averages at 28% for NMOP and 72% for DO, according to the PRA. Balmer said PRA members are having to take steps to minimise their losses including enhanced in-store security, bodycams, and facial recognition software, all aimed at protecting retail premises and staff from criminal activities. Alert to garages over fuel theft and shoplifting LKQ Euro Car Parts has agreed a four-year exclusive deal with the RAC to supply more than 150 of the roadside assistance organisation’s mobile mechanics across the UK. Under the terms of the agreement, announced on May 7, LKQ will supply the RAC’s rapidly expanding mobile mechanics service, through which motorists can book a mechanic for servicing, diagnostics or vehicle health checks at home or at work. LKQ will also be the preferred supplier to the RAC’s network of approved garages — comprising 900 sites that have been evaluated as providing a guaranteed high level of service. The new agreement builds on an existing 10-year partnership between LKQ and the RAC, which involves providing parts to 1,600 RAC breakdown patrols and collaborating on fleet telematics and driver monitoring. Paul Coward, CEO of RAC’s service, maintenance and repair division said in addition to having vehicle manufacturer quality parts for a vast range of vehicles, LKQ’s nationwide distribution network and shared values help the RAC and its accredited network of independent garages to help millions of motorists. LKQ secures deal to supply RAC’s mobile mechanics Ben turns up heat with Sahara trek funds challenge
News 9 www.aftermarketonline.net JUNE 2024 In association with Transport secretary Mark Harper has unveiled a post-Brexit strategy outlining the government’s new approach to ensuring that vehicles and components meet safety and environmental standards before being placed on the market. The ‘Vision for GB Type Approval’, revealed by Harper on May 16, follows the UK’s departure from the EU — which the government said gave it the freedom to rethink the ‘type approval’ rules for all cars, vans, motorcycles and other vehicles sold in the UK. While the UK was a member of the EU, type approval was administered by the European Commission. However, the type approval regulatory framework is now under UK jurisdiction. Harper said the UK’s new ‘vision’, which is now open for consultation with industry leaders and others, would maintain high standards of safety and environmental protection and, wherever possible, “reduce the administrative burden of demonstrating compliance with regulations”. National Franchised Dealers Association chief executive Sue Robinson said she welcomed the government’s announcement, but stressed collaboration with industry was essential. However, she said: “It is crucial that the government works closely with key industry stakeholders on GB Type Approval to ensure a fine balance is struck — particularly addressing the delicate position of Northern Ireland and ensuring the UK market remains attractive to European car manufacturers. “NFDA looks forward to working and engaging with the government in developing a GB Type Approval which works for franchised dealers.” NFDA urges talks over new safety standards blueprint Protecting you and your workshop www.ukla-vls.org.uk As an independent trade body, VLS is here to protect you by verifying that lubricant products really can deliver what they claim. That means you can have confidence that the engine oils you use in your customers’ vehicles are fit for purpose. If you have any concerns about a lubricant product, report them to us on 01442 875922 or admin@ukla-vls.org.uk a-vls.org.uk Transport secretary Mark Harper
News 10 www.aftermarketonline.net JUNE 2024 In association with Davanti Tyres was in Asia in May as part of the independent UK-owned brand’s bid to expand within the lucrative regional market. The move came just weeks after the company behind the brand, Oak Tyres, said it had reached an environmental benchmark — offsetting 5,200 tonnes of carbon dioxide equivalent (CO2e) emissions in association with Ecologi — which Oak said is the equivalent of nearly 13 million miles driven in a car. Oak’s sustainability milestone was announced on Earth Day on April 22. The company said it had offset the 5,200 tonnes CO₂e from its van fleet by funding 22 different carbon avoidance projects, as well as funding the planting of more than 57,000 trees for forestation and reforestation plans worldwide. Meanwhile, Davanti featured at Tyrexpo Asia in Bangkok, showcasing 20 different tyres including the popular DX and UHP Protoura Sport ranges as well as the brand’s first dedicated mud terrain tyre — the Terratoura M/T. Expo visitors to the Bangkok International Trade & Exhibition Centre also had a sneak preview of Davanti’s latest ranges, including Ecoura HP1 — a high-performance, efficient passenger car tyre. Establishing the Davanti brand in Asia has been a focus of the tyre manufacturer over recent years. Davanti general manager Peter Cross said the event was an opportunity to further build relationships and awareness of its product range. Auto industry calls for price incentives to boost sales of EVs have been largely ignored by the government, despite support from a House of Lords committee, the National Franchised Dealers Association has said. The Lords’ Environment and Climate Change Committee said in its February report — EV strategy: rapid recharge needed — there should be targeted grants to incentivise the purchase of EVs and a reduction in the public charging VAT from 20% to the 5% imposed on domestic chargers. However, NFDA chief executive Sue Robinson said on April 24 the government rejected the calls just days earlier, which she said was disappointing. “NFDA has repeatedly called for measures from the government to aid dealers and consumers during the transition to electric including through the introduction of price incentives and the harmonisation of VAT in public and domestic charging,” Robinson said. “The UK has some of the most ambitious climate commitment targets such as the ZEV mandate but offers little in respect of incentives.” Robinson called on the government to urgently rethink its position and to work with the industry to achieve the best outcomes for dealers and consumers. In March, commenting on the Spring Budget, Robinson also criticised the lack of reform to the “existing and unworkable” apprenticeship levy. “The motor retail sector experienced its highest vacancy rate in 2023. The sector currently is grappling with an intensifying skills shortage, which a reform of the apprenticeship levy could help alleviate,” she said. Aftermarket reported in April that analysis by the Institute of the Motor Industry showed vacancies in the automotive aftermarket remained stubbornly high at 23,000 — highlighting the need to ramp up recruitment in the sector. Oak rolls into Asia with Davanti, hits green milestone NFDA urges UK to ‘think again’ and back incentives for EVs
News 11 www.aftermarketonline.net JUNE 2024 In association with SMMT group has won a golden endorsement as one of Britain’s top workplaces. The group, including SMMT, Industry Forum and The Motor Ombudsman organi-sation has secured gold accreditation from Investors in People (IIP). The gold accolade, which is achieved by just 17% of organisations seeking IIP accreditation, was announced on April 12 and was awarded in recognition of advanced levels of organisational leadership, with an emphasis on transparency, recognition, wellbeing and empowerment to encourage innovation and collaborative working. SMMT said the award was in recognition of its progressive peoplefocused policies including investment in career development. In addition, as part of SMMT’s remit to represent the UK automotive sector, the organisation was recognised for its commitment to promoting workplace best practice across the wider industry. The accolade comes two years after SMMT established the sector’s first ever diversity charter, under the auspices of the Automotive Council, and the organisation continues to support businesses in the sector with their own development, with a DE&I Toolkit, specialist workshops and events. Katie Milbourn (pictured), director of SMMT group HR, said: “As the voice of the automotive industry in the UK, it’s our duty and mission to set the highest standards, and we strive to ensure our people, with their expertise, experience and dedication, realise their full potential and support our members.” IIP was founded by the UK government in 1991 and has since become a globally recognised certification of best practice. SMMT group secured bronze and silver awards in 2015 and 2022. SMMT strikes gold with award for investing in the workplace www.jlmlubricants.co.uk Professional Additives Employees get BullsEye in sale deal BullsEye Superfactors, a familyowned car parts and accessories retailer and motor factor in South Yorkshire, has announced the sale of the business to an employee-owned trust. The deal, financed by NatWest, is a significant milestone for the firm, which has a workforce of about 160 and an annual revenue of around £17 million. By selling the company to its employees, BullsEye said it is ensuring that its workforce becomes direct beneficiaries of the company’s continued success. Adrian Wesbroom, MD at BullsEye, said: “As a family-owned business, we are proud of the legacy that we have built over the years and we’re excited about the opportunities that lie ahead as we transition to employee ownership.” NatWest’s funding support for the deal includes £4.5m in facilities, comprising a £2.5m term loan and a £2m invoice discounting facility, enabling Bullseye Superfactors to have a smooth transition to employee ownership while continuing to serve its customers.
News 12 www.aftermarketonline.net JUNE 2024 In association with Speakers assemble for The Aftermarket Event The countdown is on for the first of what promises to become a regular, leading event on the aftermarket business calendar Farnborough International has always been the nation’s go-to destination for the pioneers of today and the future and The Aftermarket Event — dedicated to the UK garage sector — will bring businesses in this sector together for a unique, two-day live event. This exciting event will translate the unmissable mix of information, technology and skills seen across all the aftermarket platforms into a mustattend happening for everyone working in and around the garage trade — and YOU can be part of this exciting event. The Aftermarket Event will feature an exhibition, interactive workshops, informative seminars, comprehensive training and more, with exhibitors from across the sector offering a fresh window on our vibrant industry. LKQ Euro Car Parts CEO Kevan Wooden will deliver the keynote address on the opening day of the event. The first day will also include an update on the independent garage sector by the IGA’s Jonathan Douglass. The vitally important issues of skills and training will also be discussed on the opening day and there will be a high-level panel discussion sponsored by Castrol & The Race Group. And to discuss all the topics raised during the opening day, all visitors and exhibitors are invited to an evening Networking Party. Day 2 promises to be equally informative, featuring high-powered panel discussions on the subjects of ‘Healthy Retention in the Aftermarket’, ‘Mixed business? Are EVs still THE future?’, and ‘The evolving shape of the Aftermarket’. Tackling key questions across the sector such as: Q With an ongoing skills crisis, it makes good business sense to look after the staff you have, but how do you do that? Q What will workshops need to do over the coming years in order to stay relevant and profitable? Q With the 2030 ICE ban rolled back to 2035, are EVs still set to be the future of motoring? Could today’s mixture of drivetrains become the format for the future? Castrol & The Race Group are the event’s Headline Sponsor — with Distrigo Parts Distribution as a Registration Sponsor. With further backing from major sector organisations including the GEA, IGA, RMI Standards and Certification, HEVRA and the British Compressed Air Society (BCAS), support for this industry-leading event is growing exponentially. Media Partners include Car Mechanics, Auto Repair Focus, Hydraulics & Pneumatics, Plant & Works Engineering and Aftermarket magazine. Major names already confirmed include LKQ Euro Car Parts, Castrol & The Race Group, Distrigo Parts Distribution, Delphi, Hella Guttman, Absolute Alignment, Ben, Autel, A1 ADAS Solutions, TOPDON, JLM Lubricants UK and many more. The event will be co-located with another show, Safety, Health & Wellbeing Live, meaning The Aftermarket Event visitors can also learn more about workplace safety and occupational health. To join us at The Aftermarket Event as a visitor, register your interest at www. aftermarketevent.uk or to become an exhibitor, contact Ryan Fuller ryan.fuller@dfamedia.co.uk or on +44(0) 1732 370340.
News 13 www.aftermarketonline.net JUNE 2024 In association with One-year MOT exemptions start to ease Northern Ireland test waiting times One-year temporary exemption certificates are to come into effect for some private cars in Northern Ireland this month in a bid to reduce MOT waiting times. Infrastructure minister John O’Dowd (pictured) said the TECs will apply to private cars first registered between June 1, 2019 and May 31, 2020 — or between June 1, 2017 and May 31, 2018 — which have a valid MOT certificate issued by Northern Ireland’s Driver and Vehicle Agency (DVA). The TECs will be automatically processed by the DVA from June 1. The Department for Infrastructure said this will allow motorists to continue to legally drive their vehicles as long as the cars are roadworthy, taxed and insured. O’Dowd said on April 30 that licensing information shows around 115,000 cars may be eligible for a TEC. The minister is also considering launching a public consultation on biennial MOT testing — testing every two years for private cars, light goods vehicles under 3,500kg and motorcycles. O’Dowd said: “DVA staff have been working around the clock to tackle an increasingly high demand for MOT tests due to a growing population, a higher proportion of households with access to a vehicle and more older cars on the road.” In each of the last two years, the DVA conducted more than 1.1 million vehicle tests, the highest number ever recorded, O’Dowd said. “Indeed, there were just seven days in 2023 when the DVA did not offer MOT appointments.” Meanwhile, O’Dowd said a recruitment drive is underway to help fill vacancies across DVA’s network of test centres. Efforts have also been made to reduce the number of ‘no shows’ — with around 50,000 motorists failing to attend booked appointments in each of the last two years. The minister said TECs will give the DVA time to relieve exceptional pressure on the system by completing the recruitment process and developing new test centres.
News 14 www.aftermarketonline.net JUNE 2024 In association with Continental Direct has become the latest company to integrate electronic trading into its business through PACT — the exclusive distributor of TecCom and eparts in the UK and Ireland. The decision means that a number of Continental Direct’s (CD) ordering procedures are automated such as dealing with stock enquiries, ordering and the exchange of order acknowledgements, dispatch notes and invoices. The CD brand offers more than 10 product groups in the UK automotive aftermarket. Last year, the brand introduced more than 70 new shock absorber references and over 40 new coil springs, with the addition of 12 new CV joint kit part numbers. CD’s Jason Noon said the investment in PACT would boost efficiencies in the ordering process, including real time connectivity for enhanced parts availability, accurate pricing and fewer invoice discrepancies. Fleet parts prices ‘increase by over a third in four years’, says new industry research Average prices for fleet parts have soared by more than 35% in four years — with the biggest increases seen for headlamp bulbs, clutches, spark plugs and pollen filters, according to latest research published by Epyx. Using a basket of common parts including front discs and pads, wiper blades, clutch, pollen filter, headlamp bulbs and spark plugs, the total cost has risen from £713 in 2020 to £963 in 2024, Epyx said in analysis published on May 8. The biggest increases have been seen for headlamp bulbs (up by over 45%), clutches (up by over 40%), spark plugs and pollen filters (up by over a third). Chief commercial officer Tim Meadows said it was well known in the fleet sector that parts production had taken several hits in recent years, from the effects of the pandemic through to the war in Ukraine, fuelling a marked impact on prices. “This data shows exactly how much. While the overall rate of UK inflation since 2020 has been around 22%, fleets have seen the prices of these parts rise by an additional 13%. These are dramatic increases that have had a definite impact on overall running costs,” Meadows said. “This has also happened at a point in time when operators have been keeping hold of vehicles for longer, with many needing to buy more parts as a result. “For example, looking at our basket, few fleets would have needed clutches when operating on a three-year replacement cycle but for those that are keeping cars until four- or fiveyears-old, the incidence of clutch issues is unavoidably higher. Just at the point when they’ve needed to spend more on parts, fleets have had to pay more.” However, Meadows said a potential brighter point is that the rate of price rises appears to be slowing, with the increase for 2024 over 2023 currently running at over 6%, compared to 11% for 2023 over 2022. “We have seen overall UK inflation begin to fall quite dramatically in recent months, and there have also been corresponding reductions seen for our parts basket. While prices are still rising, we are hopefully starting to see increases become more manageable.” The latest figures are derived from Epyx’s 1link Service Network, which is used by fleets of cars, vans and trucks to manage service, maintenance and repair processes. Continental Direct adopts e-trading through PACT
News 15 www.aftermarketonline.net JUNE 2024 In association with 4.9 Trusted by over 2500+ workshops in the United Kingdom Search your part here WWW.ACTRONICS.CO.UK 01206 849920 REMANUFACTURING MAKES SENSE WHY DISCARD FAULTY ELECTRONIC CAR COMPONENTS WHEN YOU CAN GIVE THEM A NEW LEASE ON LIFE? Reliable Sustainable ŽƐƚ ĞīĞĐƟǀĞ Two Years Warranty YƵĂůŝƚLJ ƌĞŵĂŶƵĨĂĐƚƵƌŝŶŐ *URXS VHW IRU JURZWK DV ᎮUP DQQRXQFHV takeover of Inchcape’s UK retail business Inchcape has said a deal to sell off its UK retail business to the UK arm of US-based Group 1 Automotive for around £346 million will complete its transformation into a pureplay distribution business. London-based global automotive distributor Inchcape announced on April 15 it had agreed to sell the business unit to Group 1 Automotive UK. Group 1 president and CEO Daryl Kenningham (pictured) said the acquisition would help the group expand into new markets in the central and north-west regions of England and Wales. Inchcape’s group chief executive Duncan Tait said in a trading update on April 25 the road ahead for the group following the sale — expected to close in the third quarter of this year — is to become “capital light, highly cash generative, higher margin and globally diversified”. In fiscal 2023, Inchcape’s UK retail operations generated revenue of more than £2m. The unit employs around 3,600 across more than 80 sites in the UK with 12 OEM partners. The group has operated in the UK since 2007, with the majority of its existing 55 dealerships in the UK based in the south-east and east of England. Through its dealerships and omnichannel platform the company’s activities include selling vehicle parts, new and used cars and light trucks and providing automotive maintenance and repair services.
ALL UNDER ONE ROOF DIAGNOSTICS, TRAINING, TOOLS, TECHNOLOGY & WELLBEING DEDICATED TO THE INDEPENDENT GARAGE & BODYSHOP SECTOR (combined events) 2024 EXHIBITORS INCLUDE:
Ryan Fuller Managing Director T: +44 (0) 1732 370340 E: ryan.fuller@dfamedia.co.uk Emma Godden-Wood Operations Manager T: +44 (0) 1732 370340 E: emma.godden-wood@dfamedia.co.uk Fault finding demonstrations on live vehicles Live audience Industry updates New tools, equipment & software Find out more about the Top Technician competition Hear from and network with industry experts Live panel discussions and seminars covering major issues and developing market trends Health, Safety & Wellbeing Content in association with Ben - The Automotive Industry Charity. Discover ways to level-up your business Ask our speakers and panels your own questions • Accessories & Customisation • Business Management & Services • Paint & Bodyshop • Car Care & Clean • Diagnostics & Repair • Electronics & Connectivity • Distribution & Factors • Parts & Components • Skills, Learning & Human Resources • Wheels & Tyres
Spotlight 18 www.aftermarketonline.net JUNE 2024 Standing up for fair play Mastering the essentials of fair, VZLIW DQG HᎭHFWLYH GLVSXWH UHVROXWLRQ Receiving a complaint, especially for the first time, can be unsettling, even for the most conscientious of businesses that continually strive to go the extra mile to deliver the very highest level of work and service to customers. However, knowing how best to deal with a complaint swiftly, fairly, and effectively, is a key step to helping garages preserve a positive long-term relationship with consumers. One of the underlying fundamentals of bringing a dispute to a swift and fair conclusion, is communication with the customer. On this note, it is always best to look to resolve any disputes directly in the first instance, rather than involving any third parties at this stage. Encouraging and maintaining open and calm dialogue is crucial to getting a clear understanding of the problems reported, and the key reasons driving the customer’s dissatisfaction. Suitable outcome This could span a repair not fixing an issue, or another fault developing from the replacement of a component, for example. It is from spending time addressing these concerns from the outset, which then opens the gateway to working together to find a mutually agreeable solution that works for everyone. Depending on the extent of the problem that has arisen, a suitable outcome could be as simple as offering an apology. Remedies are not necessarily an award that have a monetary value attached to them. Despite the best efforts of a business to resolve the complaint to a consumer’s full satisfaction, stalemate may be reached, where solutions offered are not viable in the eyes of the customer. This is where Alternative Dispute Resolution (ADR) comes into play, as businesses are legally required to signpost a customer to an ADR provider. One major advantage of accreditation to The Motor Ombudsman’s Motor Industry Code of Practice for Service and Repair is that, in the event of deadlock, garages are able to refer customers to The Motor Ombudsman’s in-house and automotive-specific, dispute resolution service for help bringing a complaint to a close from a fair, independent, and impartial perspective. This avoids having to resort to often costly and time-consuming legal recourse as the next port of call, giving a business and a consumer the best opportunity to move forwards based on a completely un-biased outcome that has been derived from evidence provided by both parties. Cost of living pressures are a likely key driver in the record number of service and repair cases referred to The Motor Ombudsman’s alternative dispute resolution service in a single quarter, Aftermarket online reported in April (see our summary on facing page). Here, in this exclusive follow-up article for Aftermarket, TMO looks at the issue from the perspective of garage owners… TMO chief ombudsman and MD Bill Fennell
Spotlight 19 www.aftermarketonline.net JUNE 2024 (FRQRPLF ZRHV IXHO VXUJH LQ VHUYLFH DQG UHSDLU FRPSODLQWV TMO said on April 23 more than 1,600 new cases concerning routine and ad hoc maintenance conducted by repairers were raised under its Motor Industry Code of Practice for Service and Repair between January 1 and March 31. This was the highest volume of disputes seen in a single quarter in relation to vehicle maintenance and equates to a 35% increase over the first quarter of 2023 — surpassing the previous high of 1,372 in the fourth quarter of last year. Service and repair disputes accounted for nearly a fifth of the total cases (9,183) opened in the first quarter of this year, TMO said. Meanwhile, around 24,000 phone calls from consumers were received during the first three months of this year — an increase of 56% over the corresponding period last year. Complaints Nearly 40% of the service and repair complaints this year related to the drivetrain area of a car, transmission, fuel and exhaust systems. Concerns were raised by vehicle owners about the standard of work carried out by repairers, such as fuel injectors not being calibrated correctly, and overtightened oil sump pan drain plugs stripping threads. In addition, complaints in this category stemmed from, amongst other factors, what TMO said were premature and repeated failures of components and gearboxes being reset without prior customer approval. The standard of customer service delivered by businesses to consumers during a routine service or ad hoc remedial work accounted for the second highest proportion (27%) of service and repair disputes raised. TMO said reasons for dissatisfaction originated from component supply problems delaying repairs, workshops not having the necessary tools to complete the required work and the use of non-genuine parts causing recurring faults. Electrical issues Complaints about vehicles’ chassis areas, which encompass the suspension, brakes, wheels and steering, were responsible for 14% of service and repair disputes logged. Problems highlighted by consumers took in the likes of wheel alignments being carried out incorrectly, damaged tyre pressure sensors and brakes during work, and rear differential seal failures. Electrical issues were responsible for 10% of consumer complaints, with problems raised including software updates leading to other errors, hybrid and EV battery failures, intermittent stop/start systems and faulty wiring looms setting off car alarms. Bodywork defects were also a cause of concern (7%), while complaints concerning the interior of vehicles generated the smallest volume of disputes in the first quarter (5%). ‘Financial strains’ TMO chief ombudsman and MD Bill Fennell said: “Coupled with an economic backdrop where consumers are facing added strains on their finances, this has resulted in even greater demand by consumers for our-free-of-charge dispute resolution service to pursue remedies for the issues they have encountered. “Routine and ad hoc maintenance is a vital part of running a car, and when something goes wrong, this can be a source of frustration and inconvenience for motorists, whilst they may also incur added expense if their vehicle is off the road for a prolonged period.” Fennell said he expected the rise in calls and case submissions to continue throughout the year. 'LVSXWHV FDQ VHUYH DV D XVHIXO OHDUQLQJ H[SHULHQFH Even though disputes can carry a negative connotation from an operational perspective, they can however, serve as a positive from the point of view that they can present an opportunity to learn and improve. Feedback from customers is an effective way to challenge the status quo, drive process improvement, staff training and development, and raise the bar even higher in terms of the standard of work and service delivered to vehicle owners. Visit www.TheMotorOmbudsman. org/join for details of accreditation to The Motor Ombudsman’s Service and Repair Code.
Spotlight 20 www.aftermarketonline.net JUNE 2024 TMO said the first quarter of 2024 was also a record one in terms of disputes referred to the organisation about electric vehicles, but ‘overall satisfaction still high’ among buyers and ownersA total of 492 EV complaints were brought by consumers in the period, which was the highest volume of EVrelated disputes raised in a single three-month period, according to latest TMO figures. TMO said this reflected the growing UK electric car parc and equated to an 80% increase in the volume of complaints compared to the same quarter in 2023 (273). The 2024 figure also surpassed the previous highest tally for a single quarter recorded in the fourth quarter of 2023 (371). However, to put this into perspective, the number of cases opened in the first quarter about EVs represented less than 1% of disputes submitted by consumers to TMO during the first three months of this year (9,183), and made up fewer than 1% of the total number of EVs on UK roads — according to the latest 2023 EV car parc data (960,896). TMO said this highlights the fact that overall satisfaction continues to be high amongst EV buyers and owners. The main issues encountered by consumers with an EV during the first quarter of 2024 included customer service and purchase (30%). Examples of concerns stated by motorists at the point of sale included orders being cancelled by retailers with no deposit refunds, agreed part exchange values differing to confirmed order form valuations, and businesses not honouring promotional offers. From a maintenance perspective, problems encountered were due to replacement parts being unavailable for repairs and workshops failing to diagnose faults within a vehicle’s active manufacturer warranty period, TMO said. Nearly a fifth of disputes logged with TMO during the first quarter related to the chassis and motor area of an EV (16%). This was similar to the figure seen during the last quarter of 2023 (17%). The electrical infrastructure of an EV, and software driving operating systems, were the third biggest area of discontent during the period, at 13% of complaints, which TMO said was “down encouragingly” from the figure of 16% in the final quarter of 2023. “Issues centred around software updates being performed without a vehicle owner’s knowledge, and corrupting interfaces when applied. Similarly, digital systems were turned off without notice. Other problems also encountered, involved collision control systems activating incorrectly when no other vehicles or hazards were nearby.” TMO said battery-related faults became slightly more prominent during the period (11%), compared to the final quarter of 2023 (6%). Complaints in relation to EVs’ on-board charging systems were among the lesser-reported issues by consumers. Disputes originated from discontent about charging times being slower than advertised at the point of sale, faulty type 2 charging ports, in addition to port locks and on-board charging units failing. EVs also spark complaints spike
UK Garage & Bodyshop Event — June 5-6, NEC Birmingham 21 www.aftermarketonline.net JUNE 2024 It’s showtime! The second outing of the UK Garage & Bodyshop (UKGBS) Event is just around the corner and event director Joanne Knowles (pictured) says the two-day show is already shaping up to be a hit. Despite being an experienced events organiser, Knowles said this will be the first UKGBS she has directed and she said the whole event team is excited about what lies ahead. “The target number for visitors this year is 5,000, but as of mid-May we were already tracking 70% ahead of the 2022 event Knowles said. “It’s great to see the event gaining that traction given that it is only in its second year.” The event’s focus is as always on three sectors — tools, technology and training. Tools featured will be a mix of physical products and examples of remote or online platforms available to mechanics. In terms of exhibitors, there are already around 180 suppliers of which more than 30 will be first-time exhibitors at the event. There will also be 80 sessions of technical skills workshops, advice and demos delivered by industry experts and leading suppliers on the most pressing topics from diagnostics, digitalisation, EV service & repair, DPF, ADAS, oils & lubricants, battery technology, technical data, updates on independent aftermarket — MOT, adapting operations for the digital world, adapting for diesel’s decline and more. The popular Modern Garage is being built for the first time and offering hands-on examples of how to modernise to make the most of business potential. New this year will be a Detailing Hub and there will also be two Workshop Training Hubs — one technical and one targeting management practice. These will be key destinations for the whole business team. “All this goes toward supporting continued professional development in the industry,” Knowles said. “We’ve also got Body Repair Live, which used to be ‘Paint and Spray’, but we we’ve changed that to fully represent this important sector and it will feature live demos.” Knowles said work is already underway in planning for 2026. “The floorplan for the next event has been established, we are talking to companies about their plans already getting stand bookings.” And don’t forget the flagship full Automechanika Birmingham returns to the UK in 2025. commaoil.com OEM approved, 100% guaranteed engine oils When it comes to servicing \RXU FXVWRPHUV ZH·YH JRW your back with our OEM approved engine oils and 100% compatibility guarantee. Visit commaoil.com or scan the QR code to learn more. UK Garage & Bodyshop Event June 5-6 Stand F50 See us at the
UK Garage & Bodyshop Event — June 5-6, NEC Birmingham 22 www.aftermarketonline.net JUNE 2024 Event organisers have revealed that more than 15 new product unveilings from exhibitors have been preannounced for this year’s event. In addition to companies featured in this special Aftermarket event roundup, garage management system provider TechMan will mark its 10th anniversary by revealing the latest integrations in its system, designed to revolutionise and modernise daily operations for garages and workshops. Other highlights include, Niterra, debuting its exhaust pressure sensor family of products from the NTK portfolio. Garage Hive will demonstrate its new Garage Hive Copilot feature, built around AI and AP Auto, newly appointed as the UK and Ireland distributor for Denso’s CTR airconditioning service machines, will showcase the Kristal Base and Kheos Plus models. Meanwhile On Board Defence will introduce WheelArm, a revolutionary wheel stowing system designed to enhance safety and efficiency. Castrol will launch three products at the event, including FoxRadar for remote oil level monitoring, the Castrol Workshop Hub for streamlined workwear ordering, and Aprimo, a comprehensive platform for accessing Castrol’s digital marketing materials. Sykes-Pickavant will display four new products, while Oetiker’s new range of hose clamp assortment kits will be on display, alongside Launch Tech UK’s latest EV diagnostic devices. Aftermarket and OE components company Dayco will be exhibiting in hall 6 at stand C10. National sales manager Steve Carolan said: “One of the messages we are keen to get across is the need to remain focused on current technology and that of the immediate future associated with combustion engines because, although electric and hybrid vehicles are all the rage, workshops will still be dealing with petrol and diesel engine technology for at least the next decade. “In common with many of the components fitted to the modern vehicle, timing and auxiliary drive system replacement is a highly skilled process that requires attention to detail and the necessity to strictly follow a series of procedures, in order to be completed successfully, particularly for belt-in-oil applications. “This is why we are so committed to providing relevant training, and what we’ll be showcasing at the show.” Maverick Diagnostics will incentivise show visitors by offering exclusive discounts for both tools and technical support. These include a ‘12 months for the price of 10’ deal on its Dealer Tool Support programme. The second promotion available to visitors will be an immediate 10% discount on Maverick Diagnostics’ OEM diagnostic hardware tools, should they buy direct from its stand in hall 6 stand B28. These are specialised devices made for and approved by VMs for use in repairing their vehicles. Maverick Diagnostics MD Laura Hall, said: “We’re not just offering discounts, we’re providing automotive professionals with the tools and support they need to thrive in an ever-evolving industry.” Show puts quality products and services in spotlight Maverick Diagnostics RᎭHULQJ exclusive discounts Dayco to highlight training support
UK Garage & Bodyshop Event — June 5-6, NEC Birmingham 23 www.aftermarketonline.net JUNE 2024 LKQ Euro Car Parts and Messe Frankfurt have unveiled plans for the innovative ‘Modern Garage’ on stand C30 at the show, which will highlight how garage owners can adapt their technical capability and customer service provision in response to developing industry trends. The collaborative display will see the market’s leading supplier of car and van parts, consumables and added value service solutions team up with the exhibition organisers to showcase the latest tools, technology and resources designed for maximum productivity and efficiency in the workshop. Visitors will be able to gain hands-on experience with innovative technology ranging from garage management systems to automated productivity solutions. There will also be interactive product demonstrations from leading industry experts including LKQ brand ambassador Andy Savva, The Garage Inspector. Both LKQ Euro Car Parts and Messe Frankfurt’s teams of specialists will be available on the stand throughout the two-day event Bob Wiffen, workshop solutions director at LKQ Euro Car Parts, said: “The automotive industry is at a critical juncture, and new, transformational trends — be it the proliferation of ADAS and battery-powered vehicles or the rise of AI and digitalisation — represent an important opportunity for garage owners to evolve how they serve their customers.” Come and meet the Aftermarket team on stand C72 at the NEC. Tell editor John Shepherd about your news and hear the latest from us about Top Technician and Top Garage taking place later this year (see page 16 of this issue). John will be reporting on events and presentations throughout the show. Email him - john@ aftermarket.co.uk – or drop by the stand! Comma puts mechanics in the driving seat Comma, the world-class brand of automotive oils and lubricants, will be on stand F50 at the show to demonstrate how everything it does is ‘made for mechanics’ and why its combined approach is a win for independent garages. Comma not only provides OEMapproved products to give mechanics peace of mind, but also the training and tools to help them navigate the complexities of the modern independent workshop by focusing on straightforward oil selection. Comma’s easy-to-use VRN tool, available at commaoil.com, assists workshops in selecting the correct oil grade and products for most European vehicles. This is complemented by a 100% compatibility guarantee for products used as recommended. Workshops can also benefit from using Comma’s stock profiling tool, which allows them to discover the optimum range of products and pack sizes for their workshops based on vehicle service data specific to their location. At the show, Comma will be unveiling its new website, which has undergone a major redesign to provide mechanics with easy access to all the product information, tools and support it provides. It will also be inviting garages to learn more about Comma Workshop Stars — a programme launched by Comma to share and spotlight the stories behind some of the best independent garages in the UK. Serious about putting mechanics in the driving seat, Comma is also offering a prize draw for a team of up to 12 lucky people to win a PalmerSport day at the exhilarating Bedford Autodrome circuit. Share your show news with Aftermarket Top tech, tips, trends and more at the ‘Modern Garage’
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