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CARQUEST Advance Keeps TECH-NET

Joe Marconi

By Joe Marconi
in Auto Parts Banner Programs

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  • 6 months later...
Bradley Apprentice

Bradley

Posted
Posted

I have been a die hard CarQuest fan for the same reasons that most shop owners are im sure. However, with the acquisition I am starting sense a bit of tension with my local guys. I think the concern is that the Advanced store and the CarQuest stores are certain to consolidate and when they do there may not be enough room for the employees of both stores. None the less, over the last month the delivery time has been terrible, they no longer carry GATES or WIX, and when we called about a labor claim the Advanced staff informed us that they only offer a labor warranty on failures that occur within 90 days of the repair. This was news to me as I have been building my brand with TechNet and the 24/24 warranty. I learned through this experience that that particular warranty is ONLY useful is the customer goes to a different shop 25 miles or more away. So anything from 91 days to 24months I will have to absorb the labor. We do not have many warranty claims but it is a bit disconcerting. We have a new NAPA store and I have been looking at the Auto Care program they offer. Can anyone share an opinion on the comparison of TechNet and NAPA Auto Care banner programs?

ncautoshop Proficient

ncautoshop

Posted
Posted

Thankfully, it appears that CARQUEST Advance Auto Parts will keep the TECH-NET independent shop banner program. This is good news for me personally. I was part of the CARQUEST Advisory council back in the mid to late 90s that created the TECH-NET program.

 

It appears that CARQUEST Advance is committed to strengthening the alliance of the independents commercial trade. Again, good news.

 

This January makes 2 years since the Advance acquisition of CARQUEST/BWP in my area, the Northeast. While many shop owners are still apprehensive, especially due to past and current advertising strategies of Advance, there are positive signs that Advance is learning from the culture of CARQUEST/BWP - building long lasting strong relationships with shop owners, and not so much with the retail DIY trade.

 

We shall see...

 

 

 

I've had serious troubles with billing and customer service with advance lately. Not to mention we changed 6 calipers on one vehicle to find one good one. I'm still using some of the e-services and really considering using tech net. No one I'm currently working with at advance has any clue about it. Any key points about the service or a website where I can read up?

 

Sent from my SCH-I605 using Tapatalk

Alex

Alex

Posted
Posted

I have been a die hard CarQuest fan for the same reasons that most shop owners are im sure. However, with the acquisition I am starting sense a bit of tension with my local guys. I think the concern is that the Advanced store and the CarQuest stores are certain to consolidate and when they do there may not be enough room for the employees of both stores. None the less, over the last month the delivery time has been terrible, they no longer carry GATES or WIX, and when we called about a labor claim the Advanced staff informed us that they only offer a labor warranty on failures that occur within 90 days of the repair. This was news to me as I have been building my brand with TechNet and the 24/24 warranty. I learned through this experience that that particular warranty is ONLY useful is the customer goes to a different shop 25 miles or more away. So anything from 91 days to 24months I will have to absorb the labor. We do not have many warranty claims but it is a bit disconcerting. We have a new NAPA store and I have been looking at the Auto Care program they offer. Can anyone share an opinion on the comparison of TechNet and NAPA Auto Care banner programs?

 

As a Tech-Net shop starting in Feb, you should be getting a 12mo/12k labor warranty. Its new for 2015. www.techauto.com

 

logo.jpg

 

12 month Local Labor Warranty on parts purchased from CARQUEST and Advance Auto Parts - Beginning February 1, 2015, members will have a coverage on their labor for 12 months when they buy and install a part from CQ or Advance that fails. All members will be paid $50 per hours using standard Mitchell labor time. Most claims are settled within 24 hours, but could be settled the same day if received by 3:00 eastern with all the required paperwork. First claim is always approved with no part inspection, although the part must always be returned to the store. Claims are filed with a 3rd party that is staffed by ASE Master techs that are qualified to administer technical claims.

Bradley Apprentice

Bradley

Posted
Posted

I was made aware of the 12/12 by my area rep after the Advanced labor claim department denied it. The labor claim department was not aware of the new change. And I must mention that my local store did make the labor claim right. Im not sure if what I am experiencing is only in my area or not , but ill be glad when the dust settles.

shumsauto Explorer

shumsauto

Posted
Posted (edited)

We are part of bumper to bumper and its a lot better program. 24/24 parts and labor warranty and all kinds of other rewards and discounts. People at advanced auto parts store next to us are so clueless that it's a huge frustration calling them if you run out of options looking for a part. One time I asked for tpms sensor and the manager said they don't sell that there and another time I was looking for a 14 inch wiper blade and after 10 min on hold I was told they don't have any. I drove up to the store and took one off of the rack myself.

They are 2 blocks away from me and would be very convenient if they knew what they were doing. I use them only as a very last resort.

Edited by shumsauto

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
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      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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