This interview took place at Garnet VW in West Chester, PA. We interviewed Frank who is the Service manager there. This interview was written by Vince DiAngelus and done by Cory mayo.

Q: How long Have you been in business?
A: We started Feb. 98 in the Ford store, the moved into this building Nov. 99
We have just purchased the property next to ours, and plan on expanding in the near future.

Q: How many Techs do you have working each day?
A: We get about nine to ten per day

Q: What kind of certification do you require for your techs?
A: All of our techs are VW certified; most have come from an automotive school and have received their ASE as a bonus. I will never stop a technician from expanding his education.
We have one “Master Technician” who has been with Volkswagen over twenty-eight years. After that, we have a few other techs that have been working on Volkswagens for over nine years. I have one person who was a Ford tech for fourteen years, he decided to switch teams and become Volkswagen certified. As another example is the new W8. Volkswagen requires you to have gone to school for that specific model. If you have not completed training for the car or the engine, you are not permitted to touch it.

Q: Are the techs required to train for each of the specific engine codes? (AWD, AWW, AWP)
A: They are not trained by engine codes, but more in specific areas. For example diesel, there are two levels of diesel. You also have Training for diagnostics, airbags, engines, and transmissions. There is a certain order each tech must complete to be allowed to go on to the next level. It is monitored closely by VW web source.

Q: About how many cars do you guys see per month?
A: We see about 1100 - 1200 cars per month, not counting our new car check in process, and certified used cars.

Q: Do you have loaner cars available for customers who bring their car in for service? If so, how many do you have available, and what are the requirements?
A: We have nine cars available right now, and generally, they go to Garnet Volkswagen customers first. One selling point we give the sales staff, is that when you purchase a car from Garnet, you have a loaner available to you if needed. Remember, if the car is within bumper to bumper and is required here over night, you are entitled to a loaner car. I’m sure as we grow we will be adding more cars to the fleet.

Q: How does Garnet Volkswagen feel about the Dub Enthusiasts who choose to do certain modifications to their cars?
A: I would say almost all of our technicians and employees are Dub Enthusiasts. They are a good read as to what has been done to a car, and weather it was done correctly or incorrectly. The hardest part for a tech to overcome is when someone changes to an aftermarket radio. Our 5051 and 5052 need to be plugged in to diagnose a car, Volkswagen tells us that there is a possibility that if you plug it in with the aftermarket radio in place you could fry the machine. Between the two machines, we have over $22,000 invested. No one wants to take that chance. It is difficult to tell a customer that we cannot diagnose their car because they have an aftermarket radio, but it needs to be done. So we would like to stress that if you have a light on, or any electronic problem that needs to be diagnosed, please put your factory radio back in.
The second thing I should tell you is that these machines (5051 and the 5052) have the capability to read over revving conditions. With any power train issue the first thing we are required to do is run a 00 report, that is a report of every control unit in that vehicle including the memory of the brain. This report can actually show if it’s chipped or if there is something that can push the tachometer over its limits, it will tell us. We need that report every time we do a warranty repair to send to Volkswagen. They (VW) knows what’s going on, but I think Volkswagens Philosophy is that if the car is engineered a certain way, and if you choose to alter it they don’t want to be responsible for something they didn’t design. With the exception of my Passat, I don’t think I’ve ever owned a car I didn’t modify. Automobiles are what I know…they are my enjoyment.

Q: What about Volkswagen Performance parts? Can you install them, and are you still covered under warranty?
A: Yes, we can sell and install anything from the VW catalog, and you are fully covered for both the new parts and the car.

Q: Why should someone come to Garnet Volkswagen over a different dealership?
A: That’s a difficult question. I guess one of the biggest advantages is simplicity and honesty. I can’t speak for the other dealers, but I’m not smart enough to make things complicated. We’re here for one reason one reason only, and that’s to service cars. You’ll always get a fair shake, you’ll always get the truth weather it’s good or bad. A second advantage is our technicians; we have people out there that genuinely want to fix the cars they love. I have techs that as we’re closing the shop at 8 will still be here fixing cars, making sure it’s right the first time. That would make me want to get my car serviced here. Our prices are very competitive. You can call five other dealerships on a tune-up, and I’m sure we’re going to be $100 less.

Q: What about a local independent shop?
A: No question that the main advantage is accurate diagnostics. I have local shops call me all the time with the snap-on diagnostics codes, and they ask what does this code mean, I just can’t tell them. I tell them “hey, bring the car up and I can tell you what is wrong” but I can’t do anything with out the Volkswagen diagnostic codes.

Q: And the prices at the local independent shops compared to the dealers?
A: 8 of 10 times, if you look at the hourly rate of the independents, you will see our rate is higher. A few things you have to look at though, one is the menu items. Things like oil changes, our price is $24.99, and that includes parts. It takes half an hour to complete, so that’s not at $70 per hour. The things you will get charged the labor rate for are mostly diagnostic type problems, and those problems are handled better at Garnet Ford than the local independent shop. We are better equipped to trouble shoot a Volkswagen, and it will take us less time. Therefore, a job that might take 3 hours for them, might only take us an hour. In the end, you will make out better coming to us.