March 2020

MARCH 2020 AFTERMARKET 11 Above: Neil Barlow www.aftermarketonline.net able to work on cars still in manufacturer warranty under Block Exemption since 2003. Many recalls could be performed by garages, taking the pressure off the franchised dealers, and giving consumers more choice into the bargain. Servicing Others are also interested in recalls. Following Neil at the conference was Dean Hedger, AA New Business Development Manager: “Each year, about one million vehicles are recalled for safety checks. Often these recalls relate to airbags, brakes, steering, fire risk or seat belt components, or electronic systems essential to occupant safety. Figures suggest that one in 13 vehicles in the UK is subject to an outstanding recall.” Dean had some interesting stats to share: “The AA’s popular driver panel data suggests that three quarters of drivers are familiar with the recall process as a concept. However, two fifths don’t know how to check for a recall. Drivers want to do the responsible thing and respond to a recall, but more than half feel it is an inconvenience, and a worrying one in 16 admit to ignoring a recall, although the true number may actually be higher.” Is there another way for recalls to be actioned? Dean said there was demand for it: “When it comes to acting on a recall, more than half would like an alternative to taking a recall vehicle to a dealership, while three fifths would be more likely to respond if a delivery and collection service was provided. Just over half said they would be receptive if a technician could come to their home or workplace.” The AA senses an opportunity for itself: “Responding to demand to greater convenience and flexibility in the process,” said Dean, “we are exploring options around mobile recall servicing. These will operate alongside the existing dealer network. The service would enhance dealer customer service levels, by introducing a new method of recall resolution. “In a world of choice being increasingly served by digital options, we propose that the AA’s recall service will provide a convenient self- serve booking facility. We have already seen manufacturer penetration increase from 9% to 40% in recent pilots when the AA was introduced as an option to resolve the recall.” The AA is getting more involved in servicing, maintenance and repair generally, and Dean expanded on this too: “In early 2019, the AA acquired Prestige Vehicle Servicing, a technology-led supplier of SMR to the fleet and leasing sector, with the intention of creating an efficient and cost-effective SMR service. This is part of our focus towards preventative maintenance and smart breakdown services. Prestige Vehicle Servicing already works with 60% of the fleet sector, providing a SMR network of over 400 garages via an automated software platform called Unity. We are following through on our strategy of addressing planned and unplanned servicing for fleets and drivers.” Opportunity Back to the MOT though. Considering the safety imperative of the MOT, making the connection between the test and outstanding recalls makes a lot of sense. Giving a car a clean bill of health for a year, even though there’s a chance it could catch fire, or the airbag could go off without warning in the driver’s face seems like a hangover from another age, when co-ordinating data was more laborious. Of course, to get this to actually work will be mean a lot of work for DVSA, but it will definitely be time well-spent. We will keep an eye on this, and hopefully have something positive to report very soon. The current lack of synergy between recalls and the MOT is not the only relic of a bygone age we should be talking about though. Independents should really have the opportunity to perform recalls. Considering the increasing distance between franchised dealer outlets, and the likelihood of more regular recalls as car complexity grows in magnitude, it is clearly time to have a conversation about spreading some of the responsibility. As we mentioned before, under Block Exemption, consumers have had the right to have their cars serviced by independents without invalidating the warranty for almost two decades. It would be in the interests of motorists, and of road safety, that as and when conforming with the requirements of a recall is included as part of the MOT, that drivers can get the work done there and then. Again, this is something we know we will be coming back to discuss at a later date. What do you think about recalls? What has your experience been? Let us know: alex@aftermarket.co.uk