MVDA

MVDA

Monday 30 March 2015

ABP GREEN PARTS SURVEY RESULTS



Q1 How frequently have you fitted green parts in your body shop in the last year?

62% - The odd job
26% - Fairly often
12% - Never

Q2  Why don’t you use more green parts?

43% - No demand
31% - Poor quality
29% - Poor availability
22% - ANOTHER REASON

1.      Customers are uncomfortable with the idea of used parts
2.      Not used in contract repairs, only when agreed with customer and insurer
3.      Only on retail  work, if required
4.      Only when new parts obsolete
5.      To save a vehicle from total loss
6.      Payment issues (account)
7.      Too much aggravation
8.      Work provider will not allow
 Q3  If you have fitted green parts in the last year, what was the reason?

77% - It saved a job from becoming a write-off
41% - It was on a retail / self insured job
28% - Parts were on back-order from main dealer
22% - Work provider required it
9% - ANOTHER REASON

1.      contract repairs on older vehicles
2.      Customer Request
3.      Its environmentally friendly
4.      Repairing older vehicle & new parts no longer available
5.      Used to control costs for Police on National scheme
 Q4 - If you have fitted green parts in the last year, how did you obtain them?

69% - Local salvage supplier
53% - eBay
30% - ANOTHER REASON

1.    AVS - green cycle
2.    FAB recycling
3.    Parts Gateway
4.    Police breakers (?)
5.    1st choice Spares
6.    Directed supplier
7.    Find a part website
8.    Internet
9.     Search engines not eBay
10. Insurer approved supplier
11.  Work provider arranged/ ordered/ supplied/ stipulated

Q5 - Do any of your current insurance work providers request the use of green parts on their repairs?
39% - Some of them request the use of green parts in special circumstances eg saving a write-off
38% - None of them request the use of green parts
12% - Some of them request the use of green parts in normal repairs
11% - None of them request the use of green parts, but do permit the use of green parts

Q6 - Given a choice of parts to repair a vehicle, would you fit green parts as a preference over aftermarket (non-OE) parts?
54% - I occasionally do this depending on criteria of vehicle; age, mileage etc
37% - I prefer to use aftermarket rather than green parts
9% - This is already my body shops standard practice

Q7 - Would you like the opportunity to have a ‘one stop shop’ single contact option available when ordering your crash repair parts that would provide new OE or green OE or non-OEA items?
46% - Yes, providing the service was quick and straight forward to use and cost effective
43% - No, I prefer to use my existing supply chain options
11% - I have no preference

Q8 - Would a straight forward easy to understand national grading standard for green parts help with your decision to use green parts in your body shop?
49% - yes
33% - possibly
18% - no
Q9 - Do you have a comment on what the green parts industry need to do to gain greater acceptance within the crash repair industry?

1.      Accurately describe the parts being supplied - colour, any damage, age, general condition.
2.      Make sure the quality is consistent (not our experience)
3.      Set a national quality standard and pricing strategy
4.      Green parts need to look and fit like OE parts and be cared for in the same way through the supply chain.
5.      Customers do not want second hand parts fitted to their cars and we need to make sure the customer’s needs are met.
6.      Better availability
7.      Better packing to ensure damage free delivery
8.      Need to be competitively priced to give the body shop a reasonable margin otherwise they won’t be used extensively.
9.      The green parts industry needs to address the public to gain acceptance.
10.   Advertise the advantages of OE green parts over aftermarket - better fit, original factory primer
11.   Green parts need to have the same guarantee/return processes as for OE
12.   Green parts need to be ordered from one single supplier who compiles the complete order and delivers within defined standards
13.   Challenge the whole concept that "I've made an insurance claim so I want new"", with a concerted approach re ‘green’ not second hand parts.
14.   Convince Insurance companies and policy holders, provide a good quality service to the repairer
15.   Deliver parts of acceptable quality certified with paperwork confirming pedigree. We currently have a job where the insurer instructed green parts to save a total loss. One bonnet delivered damaged. One bonnet delivered corroded. Both returned. Causes delays cycle time. Who guarantees these parts? BS 10125 demands proof that green parts are of equal or less age than the repaired vehicle.
16.   Using green parts adds complications to a job.
17.   Good images of the green part to be supplied
18.   Green parts are great to save a car from being a total loss but if we pay on ebay we have to pay ourselves and then claim back which is a nightmare
19.   Green parts should only be used at the vehicle owner’s request. If you want more green parts to be used, you should appeal to the vehicle owner and make it more attractive for them.
20.   We need to receive the parts in the same time as when ordering new – generally 24 hrs - that would be deal changer.  But often 4/5 days later.
21.   If I've got a customer sat in one of my c/cars then this could be a factor in my decision in whether I go down the Green Parts route."
22.   I think the use of green parts should be as a last resort only and I do not believe it's a departure from of PAS125 and displays a breakers yard repair service rather that of a modern professional bodyshop. 
23.   Make Green Parts part of the Underwriting philosophy
24.   Insurers need to understand they can’t take all the profit out of these types of initiative, I think that is why green parts have not really taken off historically.
25.   Insurers need to be in agreement and have suitably flexible wording within their policies.
26.   It's all well and good using green parts and aftermarket parts to reduce repair costs and save write- offs, but how about giving repairers the right times to complete the work to a quality standard and paying the correct labour rate. The fitting of these kind of parts takes longer and then we have to try and convince the customer that their vehicle has been repaired to the pre-accident condition and warranty it , all for £25 an hour.
27.   Cleaning the products before supply would help! And removing damaged parts. So they don’t arrive looking like parts from a scrap yard
28.   Offer free delivery
29.   Parts need to sold by part number and you need to be able to click on the parts and reserve them for 24 hours while you wait to see if buying these parts save the vehicle.
30.   Parts often come in damaged
31.   Problem is number of options on some cars - parts change so often on some models . If buying green sometimes it’s the wrong part supplied
32.   Second hand parts (green) are like for like and I am cool on using them.  I hate non-OE parts and never use non-OE panels. Lights radiators etc. are fine.
33.   Green parts require some extra labour, so knowing the condition is important for costing a job correctly
34.   Its education that is needed on the part of the customer and greed plays a part on the side of the insurer. Customers feel that they should always get ‘new for old’ regardless, when in some cases it is better to fit a quality green part. Insurers need to be mindful of the real cost, it takes time to source good green parts and they sometimes come with carriage fees yet the insurer expects us to supply the item for cost or include a minimal uplift, but they forget we are saving them a lot of money each year doing this at our expense of sourcing the part.  The insurer also does not sell the idea of green parts, I have never been told by any insurer that they may use green parts - the selling pitch for them appears to be "yes sir your car will be repaired in a manufacture approved shop with new like for like parts and a loan car if you need it." I have never heard of any policy being sold on the strength of used green parts.  Education is the way forward.
35.   The owner of the vehicle should be informed and his/her permission given
36.   The supplier would have to provide service levels of Dealers/Delivery/Warranty issues with a fully supported program.
37.   They need to change customers/consumer mind set on green parts and get the insurers to put his into their policies.
38.   We would use green parts as they are the original component used, not a ‘mickey mouse’ part made in a factory in Tiawan
Q10 - If you believe that you would never be interested in using green parts in your body shop, could you please state your reasons

1.      Green parts could have a lot bigger place in the market if customers were aware of the benefit and insurers supported and advertised the fact.
2.      If we could source and get a correct good quality part then we'd rather fit green than non-OE.
3.      Insurance goes up year after year why should you have to do with green parts only on old cars to save them
4.      No reason not to use as long as customers fully accept
5.      Policyholders would also have to be made aware of these T&C's and Insurers tend of 'hide' these and it is difficult enough confirming this if/when registering any complaint about fitting of non O/E parts. Policy holders do not read their read their policy Document. This then puts  bodyshops in a very difficult position having to deal with very annoyed customers
6.      The majority customers would never chose this option if informed correctly.
7.       It is difficult enough getting the correct parts from a dealer with all the model, year, and half model year variants, so to even consider that a scrap yard would get it right is a stretch of the imagination in my opinion.
8.      Could you imagine a red bumper being supplied for a silver car, painted silver and at a later date the customer has a stone chip or further damage to the same component? The customer would go mad if he did not know. I do not see it as the bodyshops responsibility to inform the customer at the time of repair, but the insurers at the time of insurance purchase
9.      Too much trouble in terms of quality, part variations and inconsistent supply.
10.   Would be happy to use good quality green parts - but ONLY with customer knowledge and acceptance! 
11. Would prefer not to use green parts as usually involves additional complication and I believe customers should be entitled to new parts unless their premiums are reduced, reflecting the use of cheaper used parts

Friday 27 March 2015

DRAFT OF REVISED SALVAGE COP ISSUED BY DFT FOR DISCUSSION

The Department for Transport has issued a first draft of a revised Salvage Code of Practice, for review. 

Timescales are very tight.  We have just a few working days to respond.

MVDA members are invited to participate in the review, by sending their responses by e-mail to Chas at the MVDA office, by close of play 31st March.  

If you would like a copy of the document e-mailed to you, please e-mail or phone Chas immediately. In light of the timescale he will be responding to e-mails over the weekend.

This service is available only to MVDA members

Monday 23 March 2015

Hills Salvage & Recycling at Autobody & Motor Claims Expo

Come & visit Hills Salvage & Recycling on Stand B15 at the Autobody & Motor Claims Expo, Event City, Manchester
 
24th-25th March 2015

Opening Times:
Tuesday 09:30 – 17:30
Wednesday 09:30 – 16:00

The Auto Body & motor Claims Expo will be the largest and most comprehensive event staged in Britain for this sector; one which provides bodyshops, motor insurers, accident management companies and associated suppliers with far greater choice than any other exhibition serving the industry.
  
Book tickets here
 

For more information please email Tina Lagor tina@abpclub.com
To exhibit, please contact Tracy Jesson tracy@abpclub.com

THE JOY OF DEALING WITH EBAY

Herchelle
Hello Charles.
Welcome to eBay Live Help, my name is Herchelle. How may I be of assistance?
ME
Hello.I’ve been trying to contact your Press Department, but seem unable to get a response.
I run a UK Trade Association for vehicle recyclers (car dismantlers). Today one of my members has forwarded to me an e-mail from eBay asking about a 'breakers licence', in order to comply with the Scrap Metal Dealers Act 2013. Can you give me some information about how eBay decides who this will apply to (what criteria you use)?
Herchelle
Let me check on this and see what are the things to be consider in order to comply your business with Scrap Metal Dealers Act 2013. Kindly stay connected whilst I check on this.
ME
OK, thanks
Herchelle
Thank you for staying connected. May I know if you would like to register your business on the site please?
ME
No. This is a private account. I don't run a business. I run a Trade Association (business advice service) which doesn’t need an eBay account, although many of my members do have eBay business seller accounts. That's why I want to know how eBay decides who needs to provide a copy of this ‘breakers license’
Herchelle
I see. Thanks for your clarification.
Herchelle
May I know if you would like to increase your selling allowance?
ME
No thanks
Herchelle
Also, can you please give me an information why is the email asking for a 'breakers licence' please?
ME
Here's a copy of the e-mail received
---------------------------
Breakers Licence
Thank you for your e-Mail in relation to your “breakers licence”.
The reason we now have requested this information is that last year eBay was made aware that all sellers who fit a certain criteria as outlined by the Scrap Metal Dealers Act 2013 must obtain a Motor Salvage Operators Licence.
It is therefore our responsibility to ensure that the items that appear on our website are compliant with this act where we can.
eBay’s main aim in this practice is to ensure all items that are sold are fit and proper for use and that we do not have sellers selling items that they should not be.
You can find the Scrap Metal Dealers Act 2013 at the following link http://www.legislation.gov.uk/ukpga/2013/10/contents.

I can see you have already provided your document and your acount is currently listing items, this e-Mail is stricty infrmational.
I hope you find this information helpful and if you need any further information, please feel free to contact us again.
Many thanks
eBay Trust & Safety
---------------------------
Herchelle
Thanks for the above information. Let me read on this.
Herchelle
Thank you for staying connected.
ME
Ok
Herchelle
I have checked ln this and for your issue to be addressed accurately, I have to transfer you to our Specialised team. Will that be fine?
ME
Ok
Herchelle
I'm positive that you'll get all the help you need on when I've transferred you over to them. Would that fine be with you?
ME
Ok
Herchelle
Thank you. I will transfer you now.
Herchelle
Has transfered you to: Mary Grace Dianne
Mary Grace Dianne
Welcome to eBay Live Help and my name is Mary Grace Dianne. Please bear with me for a minute or two to check your previous conversation with the other representative.
ME
Ok
Mary Grace Dianne
Thanks for waiting.
Mary Grace Dianne
I understand that you are being asked to send "breakers licence" by your buyer.
ME
No.  I run a UK Trade Association for vehicle recyclers. One of my members has forwarded me an e-mail from eBay asking about a 'breakers licence', in order to comply with the Scrap Metal Dealers Act 2013. Can you give me some information about how eBay decides who this will apply to (what criteria you use)?
Mary Grace Dianne
Thank you for sharing your concern with me. My apologies, but it seems that the previous representative has transferred you incorrectly to our department. Without waiting any more of your time, would it be okay if I transfer you to the correct one?
ME
Ok
Mary Grace Dianne
Thank you and please stay connected while I'm transferring you. Have a good afternoon to you.
Mary Grace Dianne
Has transfered you to:Rajesh
Rajesh
Welcome to eBay UK Live help. My name is Rajesh. Please allow me a few moments while I go through your previous chat transcript or if you wish you can resummarise it for me.
ME
You go right ahead
Rajesh
I have reviewed your chat and I’m afraid that the previous representative has slightly misunderstood your concern about the regulation on listing the items and its severity and therefore, has mistakenly connected to you the incorrect department.
Some minutes later……
Rajesh
Clearly, we have disappointed you in resolving this issue up to your satisfaction; however, I would like to assure you that getting to the bottom of this is just as important to me as it is to you.
ME
Really?
Rajesh
Please accept my sincere and unreserved apologies for any inconvenience this may have caused to you.
Rajesh
I do apologise on his behalf and would request you to provide me a last chance to connect you with the right team to make it right for you. May I please go ahead and connect you with the dedicated relevant team?
ME
Ok
Rajesh
Rest assured, you would not have to repeat yourself as I have already put a note on the chat, so that my colleague will know the exact reason you have contacted today and assist you in no-time.
ME
Ok
Rajesh
Thank you for the permission. Please stay online while I connect you with the relevant team.
Rajesh has transfered you to: Amit
Amit
Welcome to Community Watch Live Chat . My name is Amit. Please give me a moment to review your previous chat conversation.
ME
Ok
Some time later……
Amit
thanks for waiting.
ME
Ok
Amit
I have reviewed your chat and I’m afraid that the previous representative has slightly misunderstood your concern about the regulation on listing the items and its severity and therefore, has mistakenly connected to you the incorrect department.
ME
Oh dear!
Amit
In order to help you with this matter I need to transfer you to one of my colleagues in specialist team who can discuss the matter with you. Would you mind waiting while I transfer you?
ME
Ok
Amit
Please stay online while I transfer this chat.
Amit
Has transfered you to:Mary Grace Dianne
Mary Grace Dianne
Welcome to eBay Live Help and my name is Mary Grace Dianne. Please bear with me for a minute or two to check your previous conversation with the other representative.
ME
We meet again! Gosh, I didn’t realise eBay employed so many people!  Luckily, I don’t have much else to do today.
Mary Grace Dianne
I apologise for the inconvenience this has caused you.
ME
Ok
Mary Grace Dianne
Charles, what I can do now is to transfer this chat to our specialist directly. I assure you that they can best assist you with your query.
Me
Well, I hope so
Mary Grace Dianne
Thank you and please stay connected while I'm transferring you. Have a good afternoon to you.
Mary Grace Dianne
Has transfered you to: Sijo
Sijo
Welcome to eBay Live Help, my name is Sijo. How can I be of assistance today?
ME
Perhaps by reading what’s gone before…? And then have an answer for me? That would be nice!
Sijo
Please allow me some time.
ME
Ok
Some more time later……!
Sijo
Thank you for waiting Charles, I have checked this for you and can see that you were concerned about the breaker's license, that was sent to you as an email by the buyer.
Me.
Err, no!
Sijo
I have discussed this with my supervisor, since you were transferred bultiple times and it was required to confim the details.
Sijo
To look upon this in details, the issue has to be escalated to higher team and will get back to you once I have an update regarding the same.
Sijo
Since the teams that you have been through were not able to provide with any resolution for the same, the issue needs to be checked upon by our higher team and confirm the criteria that you had requested for this breaker's license.
ME
It would be helpful if someone (anyone) from eBay, who might actually be able to understand what I’m asking, could call me on +44 1543 254 254 or mail@mvda.org.uk.
Sijo
Charles, I would get back to you via dropping an email on your registered email address as soon as I have an conirmation from the team
ME
Will that be soon??  I'm hoping to retire shortly.
Sijo
Charles, I would get back to you via dropping an email on your registered email address as soon as I have an conirmation from the team.
Have a good afternoon J
ME.
I am, can’t you tell?!
END OF SESSION….
Update: 6 weeks later - I have still not received a reply from eBay