Russia’s car market in 2022 saw most official dealers exit, a surge in parallel imports, and a shift from a clear primary market to a more scattered secondary market. For many drivers, turning to an unofficial service and repair shop became the only reliable way to keep their car running well.
Here are practical considerations for motorists dealing with workshop specialists and tips on avoiding wasted time and money.
Expert guidance
Alexander Prikhodko, Development Director at CardanBalance, notes that two documents now help regulate interactions between customers and service staff. Those documents are the Government Decree No. 290 of November 4, 2001 and the Russian Federation Law On Consumer Rights Protection No. 2300–1 of July 2, 1992. Focusing on these two acts helps track the organization’s integrity as well as the quality and process of the repair itself.
When a vehicle arrives at a service center and the exact issue is identified, technicians should diagnose the vehicle system to locate the root cause and confirm or disprove guesses about the fault. If the assessment requires removing or reinstalling additional components, technicians may offer a personal discount on those items as a bonus, with the understanding that subsequent repairs will occur at the same service center.
Many car owners believe repairs should be controlled personally. Legally, customers can be present on the premises, but they do not have the right to interfere with employees’ work and must strictly follow safety rules. In workshops where turning, milling, balancing, and other operations take place, staff may restrict access to protect safety and comply with regulations.
Additional warranties
It is not always convenient to stay for lengthy or large repairs. In such cases, a certificate of acceptance offered alongside the work order can provide peace of mind. Many owners overlook this document, which often proves valuable later.
The certificate should describe the vehicle sent for repair, itemize any external damage or defects present, and include a list of spare parts and consumables provided by the owner for the repair.
Picking up a car after repair
Repair completion may be accompanied by an acceptance certificate that records the actual scope of services performed and notes any damage incurred during the repair. Car owners who prepare this document can better defend their position if disputes arise later about service quality.
When repairs are unsatisfactory
Awareness of Article 28 of the Consumer Protection Act can help resolve delays in service. A consumer may set a new deadline for service completion, reasonably request a reduction in costs, and seek damages for each day or even hour of delay. In some cases, it is possible to cancel the contract and obtain a full refund of amounts paid.
Helpful tips
Successful car repair relies on more than choosing a reputable service. Drivers should know their rights as consumers at every stage of the service process and be prepared to adjust timelines when necessary. Being flexible and patient at times can lead to better outcomes when the vehicle is returned to service.