The voice of the independent garage sector May 2025 www.aftermarketonline.net BUILDING ON 50 YEARS OF BREAKING BOUNDARIES. NEC, Birmingham, June 3-5, Halls 18-20 Special Show Preview Pages 22 - 29 Register here
Editor’s comment 3 www.aftermarketonline.net MARCH 2025 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 Marketing Manager Hope Jepson hope.jepson@dfamedia.co.uk Production Design Anthony Wiffen production@aftermarket.co.uk +44 (0) 7851 612799 Finance Department accounts@dfamedia.co.uk +44 (0) 1732 370 340 Contributors Martin Brown | Bill Fennell Kevin Olds | Jay Wheatley 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 2025. Average net circulation July 2023 to June 2024 21,945 Countdown to showtime in city of a thousand trades As a proud Brummie I’m looking forward to heading ‘home’ next month to attend one of the major events on the auto industry’s calendar — Automechanika Birmingham. The UK’s second city is known as the home of a thousand trades, a title that can be traced back to the Industrial Revolution and Birmingham’s roots as an historic centre of manufacturing, innovation, and economic development. The motto on the city’s coat of arms is ‘Forward’, which is perhaps particularly appropriate as independent garages and professionals working in and alongside the automotive sector get in the fast lane for this event. Purists of geography will of course argue that the NEC really sits in the borough of Solihull, around 10 miles from Birmingham city centre. Nonetheless, here and the wider West Midlands region has a shared pride in being the historic home to some of the major global players in the automotive industry. This part of the world is home to Jaguar Land Rover and Aston Martin and there are still fond memories of the cars that once rolled off the production line in the southwest of Birmingham — at Longbridge — and associated industries. Regardless of the ups and downs that led to the demise of Longbridge as the UK’s car producing powerhouse, Birmingham’s place in automotive history was secured from the moment that Herbert Austin founded the Austin Motor Company in the summer of 1905, later setting up business in a former printing works in Longbridge. So why am I focusing on the past? Well, it’s important to remember and draw on that rich history as we look to the future in the glare of the Automechanika show spotlight. Despite our current economic challenges and distinctly mixed signals of support for the auto sector from government (this one and recent incarnations of all political hue), when we gather at the NEC in a few weeks’ time we should summon up the industrial spirit of Birmingham and be looking forward. As we report in this special show preview edition, in addition to over 50 product launches, more than 550 exhibitors from 25-plus countries will be at the NEC. What better endorsement can there be for the independent garage industry that the automotive sector is still going places, fuelled by the independent garages, auto and MOT centres, fast-fitters, mobile repairers, technicians, workshops, and other professionals that make up this vibrant industry. The Aftermarket team and I look forward to catching up with you during the show and hearing your news. Meanwhile, enjoy this bumper issue! John Shepherd Editor
News 4 www.aftermarketonline.net MAY 2025 Contents 12 Business Carving out a new niche 12-13 Insight: Resolving customer disputes 14 16 Technical Bodyshops’ healing touch 16-17 Learning to work with AI 18 Design secret revealed 19 6 20 Cover story - Niterra Automotive’s champions Celebrating 50 years of excellence News 8-11 BUILDING ON 50 YEARS OF BREAKING BOUNDARIES. Top Technician, Top Garage & Top Apprentice 20-21
News 5 www.aftermarketonline.net MAY 2025 Subscribe to 30In focus Products 30-31 Brakes 32-37 Rotating electrics 38 Oils, lubes & additives 39-42 Turbos 44-46 Aircon 47 Garage equipment 48-50 52Plus On the road 52-53 Training 54-55 22Automechanika NEC, Birmingham: Special Show Preview 22-29
Cover story 6 www.aftermarketonline.net MAY 2025 Niterra UK — celebrating half-a-century of excellence This year, Niterra UK Ltd and its NGK Ignition Parts and NTK Vehicle Electronics brands celebrate an incredible milestone: 50 years of service, innovation and commitment to the UK automotive aftermarket. From its origins in a small warehouse in Hendon in 1975, Niterra has grown into a trusted leader, supplying a comprehensive range of quality products to distributors, motor factors and workshops across the UK. Strong foundations The foundation for Niterra’s success was laid in the 1970s, when the company first entered the UK market. According to UK Managing Director Marko Wowczyna, the journey began with a focus on motorcycles before expanding into the four-wheel market. “We originally gained traction in the UK through motorcycles. That was our first penetration into the market. But as NGK brand awareness grew, it allowed us to evolve into four-wheel markets too,” he explains. Early Original Equipment contracts with Lotus and Aston Martin helped establish the NGK brand, and Niterra continued building its reputation by supplying premium manufacturers like Jaguar, Rolls Royce and Bentley. By 1993, NGK had achieved number one status in the UK spark plug market, a title it still holds today. This initial success was driven by the Japanese parent company, which instilled core values that remain at the heart of Niterra’s operations. “The original principles and values from Japan are still there today. A focus on customer service, support and product quality has always been at the heart of what we do. Even as we’ve evolved and grown significantly, those foundational values remain unchanged,” Wowczyna says. Motorsport pedigree Motorsport has played a vital role in Niterra’s evolution. Throughout its 50-year history, the company has consistently delivered performance and reliability at the very highest levels of competition. Beyond its famous Formula One partnerships with teams such as Lotus and Ferrari — securing multiple Drivers’ and Constructors’ World Championships — Niterra has also successfully supported champions across diverse racing disciplines. From British and World Superbike Championships to Speedway and the rigorous World Rally Championship stages, NGK’s spark plugs have powered countless teams to victory. These motorsport endeavours underscore the brand’s relentless commitment to precision, quality and innovation, inspiring respect and trust in the automotive aftermarket. Motorsport achievements have not only reinforced NGK’s reputation for quality but have also served as a powerful endorsement of its products. Whether it’s igniting the engines of Formula One champions or ensuring reliability on a dirt track, these competitive arenas demonstrate NGK’s
Cover story 7 www.aftermarketonline.net MAY 2025 ability to perform under pressure. “Motorsport allows us to demonstrate the quality and reliability of our products on a global stage,” Wowczyna explains. “When a top-tier team chooses NGK or NTK, it reinforces our credibility and expertise in the market.” Expanding offering Over the years, Niterra has expanded its product portfolio well beyond its original spark plug range. Today, the company offers a comprehensive array of ignition parts, oxygen sensors, glow plugs and other engine management components. “I’m particularly proud of how we’ve diversified our product offering,” Wowczyna says. “For a long time, we were primarily focused on spark plugs and glow plugs. But now, we have added a raft of further products including NGK ignition coils, NTK sensors and most recently, EGR valves.” He continues: “The introduction of EGR valves was a significant milestone for the NTK brand. It provided enhanced opportunities for us to demonstrate our capabilities in engine management and it raised awareness of the broader NTK product line. That kind of diversification has been crucial in sustaining our growth.” Heart of the business Niterra’s close relationship with its customers has always been a cornerstone of its success. “Our customer relationships are absolutely pivotal,” says Wowczyna. “We listen to our customers, we value their feedback and we work tirelessly to ensure we meet their needs. That’s been a key part of our DNA for 50 years.” When asked what sets Niterra apart from the competition, Wowczyna points to the company’s people-first approach. “We have a market-leading sales team that’s not only highly skilled but also deeply connected to our customers. They’re more than just salespeople; they’re business consultants who help customers optimise their stock, introduce new products and grow their businesses. That level of personal engagement sets us apart. “Our customer service and technical support teams are critical too. They are the front line and have long served our customers with rapid response and swift resolution of any queries or issues raised. Crucially we have always strived to reinforce relationships by providing additional support to bolster our customers businesses. Whether that be marketing to generate pull through, detailed training provisions or incentive schemes such as the successful Box Clever programme, we are always looking to go the extra mile.” Looking ahead As Niterra celebrates its 50th anniversary, the company is already looking ahead to the next 50 years. While the automotive industry continues to evolve, Niterra remains committed to leading the way with innovation and quality. “The industry is changing rapidly, especially with the shift towards alternatively fuelled vehicles,” says Wowczyna. “We’re actively exploring new technologies, new product lines and even non-automotive sectors to ensure we stay relevant.” However, Niterra’s core mission remains unchanged: to support its customers, provide the highest quality products and uphold its reputation as a trusted partner in the aftermarket. “We’ve never been complacent,” Wowczyna says. “We’re always looking for ways to improve, to innovate and to provide even greater value to our customers. That’s what has kept us strong for 50 years, and it’s what will keep us strong for the next 50.” A thank you to the trade As the company reflects on its halfcentury in business, Wowczyna is quick to acknowledge the vital role played by its customers and partners. “We wouldn’t be here without the support of our motor factors, workshops and garage professionals,” he says. “Their loyalty and trust have been the foundation of our success. We deeply value those relationships and look forward to continuing to grow together.” With its rich history, unwavering commitment to quality and forwardthinking approach, Niterra UK Ltd is not just celebrating 50 years—it’s building on a legacy that will drive the company forward for many decades to come. Marko Wowczyna
News 8 www.aftermarketonline.net MAY 2025 Service advisors ‘grapple with repair costs challenge’ Workforce management platform Klipboard has completed its acquisition of Elcome, the automotive parts data and cataloguing business for the vehicle replacement parts aftermarket. Elcome’s core software solution, Xchecker, is a leading cataloguing and gap analysis solution for the automotive aftermarket. The company, established 25 years ago with a headquarters in the UK, also provides professional services in automotive, publishing and IT. Klipboard, formerly Kerridge Commercial Systems, said the acquisition, for an undisclosed sum, further complements its set of cloud-based solutions for the global auto parts, auto servicing, tyre and vertical distribution sectors. Supertracker has launched a ‘proudly British’ campaign, aimed at showcasing locally manufactured equipment for UK garages. The wheel alignment equipment manufacturer and supplier said it has boosted investment in innovation and manufacturing since its acquisition by Worksopbased Straightset three years ago. Supertracker has also introduced larger hanger castings to better serve the wide range of tyre sizes in today’s market. MD Andrew Bates said investment, such as in green laser technology for alignment systems, is what British manufacturing is about — precision, reliability and a direct link to the needs of the UK market. Affordability of garage repairs for motorists is the biggest challenge faced by service advisors in their day-to-day work, according to a new survey. A quarter of 520 service advisors polled for Sheffield based fintech firm, Bumper, cited affordability of repairs for customers as their main challenge, underscoring the increasing cost of living and rising parts prices. Bumper, which offers motorists finance to help pay for repairs to be carried out at the firm’s partner garages across the country, revealed the data as part of research for its upcoming ‘UK Automotive Aftersales Report 2024/25’. Customer expectations was the next biggest challenge, with 18% of service advisors signalling the growing demand for high quality service and personalised experiences, Bumper said. Parts availability was a concern for 12%, as service advisors grapple with supply chain issues. The research also found service advisors were equally split between those who had identified operational changes in dealership priorities in the last 12 months and those who had not. Bumper said the biggest changes identified by over two-thirds of the former group were to customer retention and satisfaction strategies, reflecting an increased management focus on ensuring positive customer experiences and loyalty. Most service advisors (58%) reported seeing changes in customer preferences or behaviour in aftersales services compared to previous years. Increased price sensitivity was the most frequently cited change (43%), indicating that customers are focused on affordability and value. Bumper’s head of sales Daniel Christie said: “Service advisors are in a unique position to observe the behavioural changes of aftersales customers. “Push-back from customers to the costs charged for servicing and repair work is understandable and increasingly difficult for service advisors to counter.” Offering interest-free payment schemes can help drive customer satisfaction and retention, while making necessary advisory work more affordable, Christie said. Supertracker ‘proudly British’ push .OLSERDUG DFTXLUHV SDUWV GDWD Ꭾ UP (OFRPH
SEE YOU AT AUTOMECHANIKA 2025 From the 3rd – 5th June, NFU Mutual are exhibiting at Automechanika at the NEC, Birmingham. The UK’s leading automotive event will showcase the latest industry trends and innovations, as well as connecting you with exhibitors that could help your business grow. Visit us in Hall 20, Stand E22 to learn about: • Insurance for motor traders and manufacturers • Additional ways to protect your business, including risk management, health and safety and engineering inspections. Don’t miss out – Scan the QR code for your free ticket, today. Speak to an NFU Mutual Agent: Hall 20, Stand E22. The National Farmers Union Mutual Insurance Society Limited (No. 111982). Registered in England. Registered Office: Tiddington Road, Stratford-upon Avon, Warwickshire CV37 7BJ. A member of the Association of British Insurers.
News 10 www.aftermarketonline.net MAY 2025 Melett is turbocharging investment in the aftermarket with the opening of a new European production plant marking its 30 years in the business. From its launch as a small UK business, the turbocharger expert has gone from strength to strength — and confirmed in April the launch of a new turbocharger core assembly production facility in Poland. Melett said the move enhances its European capability and creates a centralised hub to serve customers across the European Union, setting the stage for further growth and innovation. Chris Wallhead, managing director of Melett, said: “Our latest expansion in Poland is a testament to our continued growth and commitment to serving our European customers with excellence.” Melett turns 30 with new assembly line The spring statement unveiled by chancellor Rachel Reeves in March failed to provide the support that independent garages desperately need, industry leaders have said. Reeves (pictured) announced plans to cut billions of pounds of proposed spending, amid gloomy economic prospects. Independent Garage Association chief executive Stuart James acknowledged government efforts to tackle the country’s finances, but said: “While there are positive elements, such as the focus on infrastructure, the lack of targeted relief for small businesses and continued uncertainty around employment regulations make it difficult for independent garages to plan for the future. ‘The IGA will examine the statement in more detail to understand its full implications and urge the government to provide greater clarity and targeted support to ensure the sustainability of the independent garage sector, which plays a crucial role in keeping the UK safe and mobile.” The increase in the National Living Wage to £12.21 per hour from April 1 and the rise in employer National Insurance Contributions to 15% from April 6 add to financial pressures for the independent garage sector, many of which are already operating on tight margins, the IGA said. *DUDJHVૼ e P ERRVW LQ ᎮUVW year of online programme Independent garages have generated more than £46 million worth of business over the past year in partnership with UK comparison site BookMyGarage, according to the business. The income boost has been for garages signed up to the servicing and MOT price comparison and booking website’s Accelerate package, which was launched last year. Nearly 173,000 retail customers have booked services and MOTs with independent garages on the Accelerate programme since its launch, the platform has claimed. In the first two months of 2025 alone, Accelerate garages secured £9.7 million worth of the platform’s £15.4 million retail business, accounting for 63% of all bookings. BookMyGarage chief marketing officer Jessica Potts said: “Many of our garage partners don’t have the time or the specialist knowledge to produce targeted and compelling online marketing campaigns whilst a marketing agency can be too expensive. The market was crying out for a solution that allowed garages to grow their customer base from digital channels with a financially riskfree model.” Spring statement ‘failed to support garages Jessica Potts with the owner of Portsmouth’s Smile Servicing & Repairs, Nick Dray
News 11 www.aftermarketonline.net MAY 2025 Tickets go on sale for this year’s Ben Ball Ben has opened bookings for the automotive charity’s annual ball, which will be held at the end of the year. The exclusive black-tie Ben Ball on December 10, supported by AutoTrader, is returning to the heart of Mayfair with what Ben said promises to be a fresh, new look and feel reflecting the iconic new venue and Ben’s future vision. The glitzy event at the London Hilton on Park Lane will feature entertainment, dancing, a three-course dinner, and endless opportunities for networking with over 600 automotive professionals. Whether booking a table or securing an individual ticket, there are options to suit all budgets. A range of table packages and new sponsorship opportunities are available. Matt Wigginton, director of partnerships, engagement and income at Ben, said: “We continue to support more people than ever who are struggling with money worries, which is affecting all areas of their lives. We rely on Ben Ball as it brings in vital donations to help change lives, and often save lives, in our automotive industry.” Wigginton said the evening is also an opportunity to celebrate achievement and recognise those who have supported the charity during the year. Visit https://ben.org. uk/ to find out more about table bookings and Ben Ball sponsorship opportunities. ALLDATA launch event praised Technicians and workshop owners have given the thumbs up to a new initiative by ALLDATA Europe aimed at turbocharging skills and business expertise across the garage industry ALLDATA’s inaugural Repair Excellence Event, recently held at Shaikly Motor Company, presented more than 80 workshop professionals with a mix of business and technical content packed into expert talks, live demonstrations and hands-on technical training. www.apexautoparts.co.uk + 44 0203 915 7535 parts@apexautoparts.co.uk trade@apexautoparts.co.uk FOR ALL LEADING BRANDS Quality Parts www.apexautoparts.co.uk + 44 0203 915 7535 VÈôØ öÈçØ çܯÂÜÜ ô¯ã ÕØÁ¯çÁ ©¯Â ÕØãÜ ¨ØÈÁ ãÈÕ ØÂÜʏ ¼¼ ã ãÁ ãÈöʏ For competitive prices, prompt delivery, and unparalleled service partner with Apex Auto Parts
Business 12 www.aftermarketonline.net MAY 2025 Now could be time to carve out a new niche Jay Wheatley AAE MIMI, business coach and mentor at Absolutely Automotive, says specialising, and not just working with any car, might be the best move you make When I first took my ‘allmakes garage’ down the path of German car specialisation, it wasn’t because I wanted to create an exclusive, high-end service — it was because I wanted to fix cars properly. Like many independent garages, we’d come across complex faults that required dealer-level tools, software, and knowledge. Too often, we had to send those jobs elsewhere. A turning point for me was a decision to invest in the diagnostic tool of the moment. At the time, commonly known as the ‘Blue Box’, it came from Autologic. Back then, it was akin to witchcraft — we could code and programme things even the dealer couldn’t. It was a huge investment for a small independent garage, much more than the prices of today. The purchase and subsequent subscription were per brand, meaning that unless I fully committed to specialising, it wouldn’t make financial sense. Given that my local area had a high proportion of German cars, I knew I could complete repairs that others couldn’t. That allowed me to exceed the dealer offering, making the decision to specialise a natural one. Fast forward to now and the tooling landscape is much different. The Blue Box has been consigned to the history books and the business had to move on, considering other equipment options. However, the reasons for specialising — and the need for the right equipment and data — remain the same. This shift changed everything for me. But the decision to specialise isn’t as simple as picking a brand and hanging up a new sign. Whether you’re considering focusing on a single manufacturer, a multi-brand group, or even a service specialism like EV, the transition requires careful thought. Why specialise? Specialisation can make you an attractive alternative to a main dealer. Customers who are used to dealer servicing rarely switch to a general independent garage as their first step. They look for a specialist with a good reputation. If you position yourself as the go-to expert for a particular brand or service, you can almost take price out of the equation. Instead of being compared against other independents, you’re compared to the dealership, where you can often offer a more personal service at a lower cost. This all sounds great, so what’s the catch? Well, one thorny issue is a challenge for garage owners, rather than staff. This is commitment. Many owners struggle with saying no to work outside of their specialism. They often take on those jobs, even though their staff have been told not to. But why is this a problem? Well, if a VW specialist has a car park full of Renaults and Nissans, what message does that send to potential VW customers? People notice these things — word-ofmouth marketing is powerful, and nothing reinforces your reputation like a forecourt full of the vehicles you claim to specialise in. Finding the right fit Not every garage owner wants to — or should — specialise in a single brand. There are several ways to carve out a niche: O Single-brand specialists – Mercedes, BMW, and Porsche specialists are common, but success partly depends on having enough of those vehicles in your area; O Multi-brand specialists – some garages focus on a manufacturer group, like VW Group (VW, Audi, Seat, Skoda), or a broader category, such as ‘German car specialists.’ I see no reason not to mix it up a bit — BMW and Land Rover, for example. If you’re clear about what you do, it can work; O Service-based specialists – EV and hybrid servicing, performance tuning, Jay Wheatley Photo: Justine Lynn / Pexels
Business 13 www.aftermarketonline.net MAY 2025 Photo: Vitali Adutskevich / Pexels automatic gearbox repairs — there are many ways to differentiate beyond a brand focus. Let’s be honest, even fast-fit centres specialise in being fast! The key is finding the balance between demand and your ability to deliver a consistent, high-quality service. If you’re starting to wonder whether this could work for your garage, I’ve created a free initial guide to specialisation. It’s designed to help you think through the options, avoid the common pitfalls, and start figuring out what’s right for your setup. Follow the link at the end of this article. Thinking about making the shift? Moving from an all-makes garage to a specialist set-up isn’t something you do overnight. It’s not just about tools or signage — it’s about mindset, positioning, and direction. What would need to change in your business to make a specialism work? For some, it starts with tooling. For others, it’s about gaining confidence in a chosen niche, knowing the local market, or preparing the team for a new way of working. Workshop layout, customer messaging, and even parts sourcing might need to change. Going about it the right way is important as there are plenty of ways to go off course. Consistency matters One thing’s for sure: the whole team must be on board. Especially frontof-house. As the face of the business, they’re the first point of contact — and often the first to set expectations. That’s a big responsibility, and it only works if they’re confident in what your garage offers, and who it’s for. It’s not just about turning work away. It’s about explaining why, without damaging relationships or reputation. That takes training, support, and clarity — because when the phones are ringing and the forecourt’s full, that clarity can quickly get lost. Specialist garages also tend to attract the tougher cases — cars that have already been through two or three workshops without resolution. Sometimes those are great wins. Other times, they drain time, energy, and morale if they’re not properly managed. Having the right process for triaging and quoting those jobs is just as important as fixing the fault itself. And of course, customers are more informed than ever. Or at least, they think they are. Your FOH team will increasingly face the ‘Google master technician’ — the customer who’s already diagnosed their own car. Handling those conversations with empathy, while gently reasserting your expertise, takes both skill and confidence in your process. Is the message clear? When someone lands on your website, do they instantly understand what you specialise in? And just as importantly, do they know what you don’t do? Your digital presence, your car park, even the way your team answers the phone — it all builds the picture. Are you competing with other independents, or positioning yourself as the alternative to the dealer? Forums and enthusiast communities can be a goldmine if you’re clear about your niche. But you only get one chance to make a first impression. Is your business-telling the right story? Does it stack up? Specialising can absolutely boost profitability. Technicians become faster, jobs are completed more consistently, and your labour rate can better reflect the expertise involved. But the higher rates have to be backed up by the right customer experience. Better tooling and training are essential — but so is clear communication, fewer comebacks, and a level of service that justifies the difference. It’s not a shortcut. It’s a shift. And like any shift, it needs to be planned, backed up, and delivered well across the whole team. Where do you go from here? For me, the transition to specialisation changed everything. I still remember walking through the car park one day and realising every vehicle there was a German brand. That was the moment I knew we’d done it. And I say ‘we’, because it only works when the whole team is on board. But specialisation isn’t about copying someone else’s formula. It’s about finding the right direction for you. Maybe you’re already halfway there — or maybe you’re just wondering what life could look like if you focused on the right jobs, for the right customers, at the right price. If that sounds worth exploring, grab the free guide. It’ll help you reflect, test the waters, and decide whether a specialism could help you build the kind of garage business you actually want to run. Visit https:// absolutelyautomotive. co.uk/help-guides to download the guide or scan the QR code.
Insight 14 www.aftermarketonline.net MAY 2025 There are some occasions where, as part of the evidence presented by a customer in their case that is brought to The Motor Ombudsman (TMO), they will refer to agreements made verbally with a business — usually while explaining the course of events that drove the dispute. This could be, for instance, the offer of a price reduction, some work being conducted free-of-charge, or a commitment to providing something like a courtesy car while repairs are being carried out on their own vehicle, and subsequently not being honoured. However, with TMO essentially acting as an impartial ‘referee’ that is looking to reach a fair outcome for all, using the spoken word as a source of credible evidence and hard facts when determining what happened, presents the following key challenges for an adjudicator: As TMO is not directly privy to conversations between consumers and businesses (we were not there at the time, and while it is never discounted by us that these exchanges took place), it is very difficult to substantiate exactly what was said and use it as formal evidence. This is because a consumer and a business may have differing interpretations and recollections of what was agreed and could unknowingly introduce an element of bias or mispresent what was discussed. Linked to the above point, English may not necessarily be the first language of one or, in fact, either party, meaning conversations may be subject to misunderstandings both at the time of discussion, and at the point that they are recounted. This brings an added layer of complexity to verbal evidence, as translations may equally vary in their accuracy when transcribed to support the basis of what occurred from one or both parties’ perspectives. Similarly, individuals may have challenges with writing in general regardless of their background, thereby making it a difficult task to transpose a conversation onto paper or an email, for example. When TMO works towards a decision, there is never any element of bias or preferential treatment of either the consumer or the business. The same is applied to evidence which stemmed from a verbal conversation. Therefore, just because one version of what was said may seem more credible or clearly explained, this does not give TMO carte blanche to take sides. There are some instances that we see where paper trails submitted by a party may conflict with the recollection of verbal conversations. As documentation provided by a consumer or a business carries the most weight when reaching a decision, this will be relied upon and take precedence when a fair and impartial outcome is being determined, once again highlighting the importance of having everything consistently written down. In light of the challenges, TMO has the following key tips for garages when communicating with customers: O Make sure that all agreements are written down and supported by applicable paperwork, such as quotes, emails, and job cards; O Always follow-up in writing as to what was agreed verbally, and ensure that the understanding is mutual on the points raised; O Record any face-to-face conversations if there is the consent of all involved, and customers are clear how this data will be protected and may be used; O Use plain and simple jargon-free language that is fully transparent and easily understood by everyone; O Ensure provisions and procedures are in place to support vulnerable consumers. Making agreements verbally with customers can inadvertently create an added layer of conflict and complexity, and leave the doors open to differing degrees of interpretation, especially when it comes to forming the basis of crucial evidence and decisionmaking in the event of a dispute. Whilst open discussion is a valuable and encouraged form of communication, and even more important in the sphere of conflict resolution, it does bring challenges in the determination of decisions by an ADR provider, such as TMO, due to the absence of firm documented fact. The power of the written word is therefore a key driver of resolution and should always be front of mind when interacting with customers, so as to provide a fully documented journey at every touchpoint with them, in the event that any issues should ever arise. Visit www. TheMotorOmbudsman. org/join for details about accreditation to TMO’s Service and Repair Code. Weighing up conversations Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, considers the challenges of relying on face-to-face conversations between businesses and consumers as a form of evidence in resolving disputes
36684 Calls to the catalogue request number cost 7p per minute plus your telephone company’s network access charge. Calls may be monitored. All prices correct at time of going to press. We reserve the right to change products and prices. All products subject to availability, E&OE. BARNSLEY, S71 1HA 01226 732297 B’HAM GT. 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CALL & COLLECT AT STORES TODAY CLICK & COLLECT OVER 10,500 LOCATIONS VISIT STORES NATIONWIDE CALL 0115 956 5555 BROWSE machinemart.co.uk EASY TO USE WEBSITE NOW OVER 21,000 PRODUCTS ONLINE! www.machinemart.co.uk SAVE £££S ON THIS WEEK’S PRICE CRASH SEE ONLINE FOR LATEST DETAILS £ Portable & adjustable Max. load of 1000kg Solid steel Folding and å [HG IUDPHV available Robust, rugged construction Overload safety valve CRANES BEST SELLER CWGC1000 020112570 CFC100 020110142 £263.98 inc.VAT £219.98 exc.VAT Top quality belt driven air compressors for industrial & commercial users inc; garages, factories, workshops and farms. 10 bar/150psi max working pressure SE46C270 Model Air. disp Air RCVR Order Code exc.VAT inc.VAT XEV16/100 (OL)‡* 14 100ltr 000112270 £589.00 £706.80 XEV16/150 (OL)‡* 14 150ltr 000112272 £659.00 £790.80 XEV16/200(OL)‡* 14 200ltr 000112274 £719.00 £862.80 XEV16/150(400V)‡ 14 150ltr 000112276 £699.00 £838.80 XE18/200 (OL)‡* 18 200ltr 000112290 £759.00 £910.80 XE36C200‡X 30 200Ltr 000112360 £1149.00 £1378.80 XE29/270‡* 28 270Ltr 000112350 £1389.00 £1666.80 XE37/270 (OL)‡* 36 270ltr 000112370 £1459.00 £1750.80 SE46C270‡ 40 270Ltr 000114905 £2199.00 £2638.80 INDUSTRIAL AIR COMPRESSORS ‡V-Twin *230V XEV16/100 X WAS £1414.80 inc.VAT FROM £706.80 inc.VAT £589.00 exc.VAT Model Type TonneOrder Code exc.VAT inc.VAT CTJ2250LP* Low Profile 2.25 020113070 £49.98 £59.98 CTJ3000GB Pro Garage 3 020113032 £109.98 £131.98 CTJ3000C Pro Garage 3 020113037 £149.98 £179.98 CTJ2QLP O Low Quick Lift 2 020111820 £149.98 £179.98 2 & 3 TONNE TROLLEY JACKS FROM £59.98 inc.VAT £49.98 exc.VAT *CTJ2250LP has a 2.25 tonne capacity, has a low entry of only 80mm and includes 2 sockets JACKS ALSO IN STOCK UP TO 5 TONNE CTJ2250LP O WAS £183.59 inc.VAT JUMP STARTS EXTRA LONG 1M LEADS JS1224LI Model Starts Engines up to Peak Amps Order Code exc.VAT inc.VAT JS1100 3L 1100 010310017 £86.99 £104.39 JS1224 6L 2000 010311224 £179.98 £215.98 JS1224Li 8L 1200 010311225 £196.99 £236.39 BEST SELLER JS1224 FROM £104.39 inc.VAT £86.99 exc.VAT PRO TOOL CHESTS & CABINETS SEE ONLINE FOR OUR HUGE RANGE OF TOOL STORAGE Model Description Order Code exc.VAT inc.VAT 1 CBB209C ‡ 9 Dr Chest 070118032 £149.98 £179.98 2 CBB217C 7 Dr Cabinet 070118057 £279.00 £334.80 3 CTC1300C 13 Dr Combi 070113042 £189.98 £227.98 3 1 2 PRICE CUT NOW FROM WAS £185.99 inc.VAT £179.98 inc.VAT £149.98 exc.VAT Superb professional quality, heavy duty, lockable tool chests & cabinets Ideal for use in automotive & industrial workshops Extra tough triple layer cover Heavy duty steel tubing Ratchet tight tensioning GARAGES/WORKSHOPS CIG81220 KEEPS THE WEATHER OUT! 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Technical 16 www.aftermarketonline.net MAY 2025 How innovation can help give bodyshops the ‘healing touch’ Dr Conor O’Brien, senior technology analyst at IDTechEx, on how the automotive sector can steer ‘self-healing’ materials toward commercialisation Self-healing materials, capable of repairing physical damage, present a significant opportunity for disruptive innovation in materials science, improving longevity and reliability. The automotive industry is of particular interest, with a high degree of importance placed on maintaining the appearance of vehicles, while rapid self-healing tyres prevent punctures from interrupting journeys. The automotive sector offers a clear route to market for this emerging family of next-generation materials. IDTechEx’s new study, ‘Self-healing materials 2025-2035: technologies, applications, and players’, provides a comprehensive assessment of the market, including analysis of technological progress, growth opportunities, and commercial readiness levels. It offers a thirdparty, unbiased opinion and outlook for the market. The automotive industry is often an early adopter of luxury products, where both the increased performance and convenience are selling points to consumers. Self-healing materials can be used in a range of automotive applications, including tyres, paints, and coatings. Use cases even extend to asphalt road surfaces, where damage can lead to issues for vehicles and drivers. Self-healing tyres Punctures are a frequent issue for drivers, and incorporating self-healing capabilities to repair them could offer several environmental benefits, such as extending tire lifespan and reducing the need for replacements. Eliminating the necessity Auto sector offers clear route to market for emerging family of next-gen materials
Technical 17 www.aftermarketonline.net MAY 2025 of carrying a spare tyre would also reduce vehicle weight, leading to lower emissions. This advantage is even more significant as EVs become more prevalent due to their increased weight and higher torque. The majority of leading tyre manufacturers offer a self-healing tyre consisting of some sort of sealant layer applied to the inside of the tyre wall. However, challenges exist around storage and end-of-life due to this liner, but alternative approaches are emerging. In fact, self-healing tyres are better described as ‘self-sealing’ as they do not fully restore their original properties after a puncture. With a price premium of around 30% over standard tyres, it can be expected that these tyres remain a high-end option in the midterm, primarily adopted by luxury vehicle owners, with convenience as the main selling point. Self-healing coatings and paints Paint protection film typically consists of a polyurethane wrap that flows into scratches. The film closely resembles vinyl bumper sticker material but is significantly thicker, making it highly durable while remaining nearly invisible. Self-healing properties have made it a popular choice for protecting the paint on cars and trucks. Beyond film, coatings also exist that can be applied to the most damaged areas of vehicles, such as the front bumper, headlights, and mirror housing. A notable example is the BMW iX, released in 2022. The updated electric motor requires less cooling than its predecessors, so the wellrecognisable BMW grille has been repurposed for the iX. It houses camera technology, radar functions, and various sensors, along with a heating and cleaning system, making durability a top priority. To enhance resilience, the grille is coated with polyurethane, which is reported to repair minor scratches within 24 hours at room temperature or in just five minutes when exposed to warm air. Self-healing asphalt Another major source of damage to cars is the presence of potholes and other damage to the road’s surface. Asphalt is typically used for flat surfaces such as roads and car parks, but as the material ages, the top surface wears and degrades. There is a significant need to enhance safety, minimise maintenance, and extend the lifespan of the large amount of asphalt surfaces worldwide. Self-healing methods typically use microcapsules that will release liquid bitumen to seal cracks in the surface. Some proposed solutions require heating equipment for nonautomatic healing, where the induced heating further enhances the flow of the liquid bitumen. With a strong background in advanced materials, IDTechEx provides independent analysis, including technology comparisons, industry outlooks, and key player assessments, offering valuable insights into this promising yet early-stage sector. Visit www.IDTechEx. com/selfhealingmats to find out more. In this issue, replacement car parts pioneer febi focuses on the charger intake hose with quick coupling, febi 180417, to fit Opel / Vauxhall Insignia A 2008-2017, SAAB 9-5 (GR) 2010-2012… Problem The vehicle experiencing lack of power and poor performance when accelerating under load. Engine management warning lamp illuminated. Using a suitable diagnostic tool, the engine control unit may have the following fault codes logged: O P2282 - Air mass meter / malfunction; O P0299 - Charge air pressure / pressure low; O P2458 - Particulate filter regeneration / max. regeneration. Cause Constant hot and cold operating conditions under the bonnet causes the deterioration of the turbocharger intake hose. This leads to the hose splitting, reducing the amount of boost the turbocharger can generate. As a result, the increased amount of unmetered air entering the combustion process causes the vehicle to experience a reduction in performance. Solution Check that the components of the air intake system, such as the air mass meter and boost pressure sensor, are working within tolerances. If fault code P2282 is shown, check the condition of the lower left intercooler/charger intake hose — due to this part being a known issue — and replace if necessary. febi replacement part 180417 is made to the exacting standards of the latest version of the OE hose. Check the condition of the other intercooler/charger hoses and replace if necessary. When the work is complete, the fault codes should be reset from the ECU and the vehicle test driven to check that the engine performance has been restored. Visit partsfinder.bilsteingroup.com for more technical information
Technical 18 www.aftermarketonline.net MAY 2025 Learning to work with AI as a tech partner Artificial intelligence can be a game-changer, but it’s not infallible and human expertise in the workshop is still vital, says Repairify Innovations director Martin Brown In an industry that is constantly evolving, we have seen that since the introduction of ADAS systems into cars, vehicle safety has been revolutionised. However, the diagnostic and calibration work for these systems can be seen as complex jobs. This means that estimating this type of work and how long it will take can be hard to judge. Yet, there is something that could help. AI could potentially change how jobs for vehicles are estimated and how the necessary diagnostics are run and calibration work is identified and completed. The way this will be achieved is through the constant learning the AI software will be doing, so during the estimation process it will lead to more accurate quotes for jobs including labour time based on historical data. When it comes to calibrations and diagnostic work, this is where AI comes into its own. A vehicle is full of data some which is behind secure gateways and the AI can analyse vast amounts of data in short order and by doing this it can detect which calibrations are required alongside any additional work that might be required. In addition, as the AI becomes accustomed to the jobs being completed in the workshop, it could start to highlight the specific tools required and the average time to complete the work. This will help make the process more efficient and ensure that, no matter the job, the relevant safety standards are met prior to the vehicle being returned to the customer. This, in turn, will help reduce key-to-key times of jobs, which is what all businesses are looking to achieve. The versatility AI brings to the process must not be understated, but what we should remember is that it is continuously learning from all the data in the vehicle and from the work being completed. Through this, the technology will be able to provide indepth analysis or quick overviews at the touch of a button. This capability will enhance efficiency because everything is under one roof and it will ensure that no critical calibrations are overlooked. Like any new technology, it is important to embrace AI. However, it is crucial to maintain human expertise. The reason for this is simple. If a computer system fails in the workshop, the relevant members of the team must have the knowledge and skills to know what specific calibrations are required for a certain job. An example of this is if a front bumper is replaced, the technician needs to be able to identify which sensors and cameras need to be calibrated once the part is replaced before the vehicle can be back out on the road safely. This is where training from the likes of the Institute of the Motor Industry is important because it ensures that the technicians have the necessary knowledge and skills to perform the work even when the technology encounters setbacks. As AI continues to advance, the combination of automated intelligence and human expertise will shape the future of the workshop. But it is important to ensure the results coming from AI are checked by an experienced technician because AI is not infallible and could put out information for a job that is incorrect or irrelevant. Important that results are checked by an experienced technician. Photo: Gustavo Fring / Pexels Versatility AI brings to the workshop must not be understated
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