Consumers consider the purchase of a vehicle to be their second largest expenditure, and therefore they demand

ComplExItIEs of todAY’s VEhIClEs

Vehicles today are complex. Gone are the carburetors. In its place are fuel injectors that provide better fuel efficiency and lower emissions. Also, stricter emissions standards and laws mean that vehicles have a more sophisticated emission control system that includes oxygen sensors and catalytic

converters. The heart of today’s vehicles is the computer. All vehicles that are manufactured have at least one computer and depending on how expensive the vehicles are, they can have several.

These computerised components are standard features on most vehicles. Unfortunately, given the driving conditions in Bermuda, the vehicles are not utilised in the manner they were designed. As a result, understanding the importance of what you are buying and the necessity for regular service as suggested by the manufacturer can help you avoid problems in the future.

ConsUmers ConsIder The pUrChAse of A VehICle To Be TheIr seCond lArGesT expendITUre, And Therefore They demAnd

VAlUe for TheIr money. some Are prepAred To pAy whATeVer The mArkeT demAnds In order To ACqUIre A VehICle,

eVen ThoUGh prICe mAy noT eqUAl qUAlITy. As In mAny pArTs of The world, BermUdA’s ConsUmers shoUld rely on The

repUTATIon of esTABlIshed BrAnd nAme VehICles To ensUre sTyle, ComforT And relIABIlITy. IT Is noT sUrprIsInG ThAT

A ConsUmer BeComes frUsTrATed when TheIr prIzed possessIon reqUIres ConsTAnT And CosTly repAIrs. reAsons for

AUTomoTIVe ComplAInTs InClUde poor AfTer sAles serVICe, poor BUsIness prACTICes And ConsUmers’ mIsUndersTAndInGs

of The ComplexITIes of The VehICles They now own.

BEfoRE YoU BUY

There are four things you must consider: affordability, needs vs. wants, vehicle maintenance and spare parts. some points to consider are:

 WIll YoU NEEd A BANK loAN?

 WIll thE moNEY ComE fRom YoUR sAVINGs?

 WhAt WIll thE moNthlY pAYmENts BE oN thE AmoUNt BoRRoWEd, INClUdING thE INtEREst ChARGEs?

 WhAt ARE thE CoNtRACt CoNdItIoNs ANd pENAltY fEEs?

don’t forget the cost of the licensing and insurance fee.

In Bermuda, the size of the vehicle determines what class it will be. Class size runs from A to h, with A being the smallest and h being the largest. The larger the vehicle the more you pay for the annual licensing fee. you must know how much you can spend before you can determine what you can afford. you don’t want to get stuck making vehicle payments that will leave you scrounging for rent money for three or four years. next, decide what the most important needs for the vehicle are.

This is about personal choice, but a good criteria to use is to determine what your needs are:

 do YoU hAVE A fAmIlY?

 do YoU UsE YoUR VEhIClE foR WoRK RElAtEd tAsKs, sUCh As hAUlING A loAd, dElIVERING pACKAGEs, EtC.?

 do YoU WANt A VEhIClE WIth hIGh pERfoRmANCE oR oNE thAt Is ECoNomICAl oN GAs?

prioritise your wants by assigning a cost value beside each. e.g. leather seats $2,900, rear spoiler $500, tinted windows $300, etc. now that you have settled on a monthly allotment, you can look at which vehicles fit into your price range. Check with other owners of the vehicle you like and ask them about the after-sales service of the vehicle dealership. It may also be a good idea to check various vehicle websites to find out about performance and maintenance ratings. By doing research about the vehicle before you visit the dealership, you should find the one that most suits your needs and expectations. Be objective in your research. people often look for evidence that backs up what they were hoping to find, not the true situation.

BAsIC INfoRmAtIoN

ABoUt thE VEhIClE

If you want to ensure you have the latest model, ask the salesperson at the vehicle dealership for the year model of the vehicle you are

intending to purchase. note the year model can have a six to twelve month lag time from the date of manufacture. If you are

unsure, you can use the Vehicle Identification number (VIn). The VIn consists of seventeen characters and is located on various parts of the vehicle. e.g. the lower right hand side of the windshield or under the bonnet near the engine. once decoded, the VIn can provide complete information including the year model, manufacturer and other details about the vehicle. Ask about the relationship between the dealer and the manufacturer. Vehicles can be purchased directly from a jobber (reseller) or from the manufacturer. Bermuda is considered to be part of the Caribbean and some manufacturers have factories in different countries. while this may not mean the vehicles are of inferior quality, it could mean that some of the manufacturing standards may be lower than those in north America or europe. due to increasing costs to manufacture vehicles and the fluctuating price of fuel, China is fast becoming the inexpensive alternative for vehicle production. however, be aware that some vehicles that are manufactured in China may not meet the european Union (eU) specifications for emissions standards.

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sophIstICAtEd CompUtER sYstEms

All modern vehicles have a series of computers that monitor and adjust their various components. The electronic Control module (eCm) controls the operation of the engine’s management systems. There are also power Control modules (pCms) that control both the engine and transmission operations. It may also be referred to as the engine Control Unit or eCU. whatever the name, the main purpose is to keep the vehicle operating at its optimum and with the lowest amount of emissions. The engine’s parameters such as speed, load, engine temperature, gasoline quality, air temperature and road conditions are constantly monitored by the eCU and adjusted accordingly. There are various sensors and other electronic devices that assist the eCU to precisely control the engine and transmission operation as well as monitor emissions. The eCU is capable of self-testing and when it senses there is a problem with its components, it

stores the corresponding trouble code in its memory and illuminates the ‘Check engine’ light to tell you there

is a problem with your vehicle.

EmIssIoNs sYstEm

The vehicle’s emission system consists of the catalytic converter, the exhaust Gas recirculation (eGr) valve, the positive Crankcase Ventilation (pCV) valve, the evaporative system,

oxygen sensor, sensors, gas cap and other related components. The emissions system keeps the vehicle running clean and efficiently. It controls the emissions, exhaust and pollutants using a collection of sensors, computerised engine controls, and the exhaust mechanisms. The emissions systems reduces harmful gases such as carbon monoxide (Co), unburned hydrocarbons (hC) and oxides of nitrogen (nox) and prevents harmful gasoline vapours from escaping at the fuel tank. A flashing light indicates a problem may be happening and will require immediate attention. failure to attend to this warning can cause problems with the emission system, causing the vehicle to release harmful and toxic emissions. since April 2009, all vehicles are tested for emissions. for more information about the testing procedure, contact the department of Transport Control or the Bermuda emissions Control ltd. (BeCl).

ElECtRoNIC smARt CARd KEYs

most of today’s modern vehicles have electronic keys or smart keys that no longer just open and lock car doors and windows. They have a small microchip that is embedded in the head of the key.

when the key is inserted into the ignition, the microchip sends a signal to the main computer with its individual coded engine immobilizer system. The keys have a unique electronic code that matches a code held in the engine

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management system (ems) and is checked every time the car is started. If the code is not right, the car will not start. If the code is recognized it allows the starter motor, fuel pump and fuel injection systems to function and allow the vehicle to start.

These keys will need to be replaced if they are lost, stolen or accidentally immersed in water. They are very costly to replace since the new key will have to be reprogrammed according to the vehicle’s computer system.

some vehicles have keyless and push button ignitions which are new to Bermuda. Ask the salesperson about the operation and intricacies of these systems before you buy the vehicle.

thE BAttERY, AltERNAtoR

ANd stARtER motoR

The vehicle’s starting and charging system consists of spark plugs, belts, the alternator, the starter motor, battery and ignition coils. most vehicles come equipped with a 12 volt battery. The battery stores electrical energy and the starter motor converts that energy to turn the engine for starting. The alternator is a built-in recharging system which produces electric current to replace what the starter motor used from the battery and to

support electrical components when the engine is running; the engine computer, the ignition system, stereo system,

headlights, etc.

A typical alternator can generate between 500 and 1,000 watts.

since the vehicle is so dependent on the battery, a battery light, commonly found on the dashboard, will light up if there is a battery charging problem. The vehicle will run fine until the battery goes dead, but it is essential to get the vehicle to the garage before the battery dies.

CERtAIN AGREEmENts

once the vehicle has been purchased, there are certain conditions and warranties that are part of the purchase that will be unique to your vehicle.

WARRANtY

every vehicle that is purchased has a warranty agreement attached. A warranty simply states that any mechanical or electrical problems that occur during the time the vehicle is under warranty will be repaired at no cost to the purchaser.

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The warranty period is usually between one and three years, or a certain amount of mileage, whichever comes first, depending on the make of the vehicle. In Bermuda, the majority of vehicle dealers now offer the manufacturer’s warranty. once the warranty expires, you should continue with routine vehicle maintenance.

A service contract is contained within the warranty agreement. This means that based on the manufacturer’s recommendation, the vehicle you purchase must have a regular service at a set mileage in order to maintain the good working order and road worthiness of the vehicle. note that only the first service is free. different makes of vehicles require the first service at different intervals. you must make sure you check with the dealer. If you miss any services or take your vehicle to an uncertified repair facility other then where you purchased your vehicle, you might void your warranty agreement.

RUst pRoofING

If you request rust proofing at the time of purchase, ask about the terms of the rust proofing agreement. some dealers require you to bring your vehicle back during certain intervals. most only offer a seven-year warranty and will only honour it if the vehicle was purchased from them. Bear in mind that rust proofing is not a guarantee that the vehicle will not rust.

RoUtINE VEhIClE mAINtENANCE

A maintenance service, sometimes called a tune-up, is performed to maintain the optimum performance of a vehicle. The on board comput-ers are constantly adjusting the fuel mixture, timing and idle speed and monitoring for misfire and other problems. manufacturers do not refer to these routine maintenance checks as tune-ups anymore. Instead they list what is required for the optimum performance of the vehicle at specific mileage or duration of time. Therefore the recommendation may be that various components of the vehicle must be changed at a specific mileage such as the timing belt or transmission fluid.

The computers on some vehicles will usually indicate to the owner that a service is required at a certain mileage. owners who use their vehicle for passenger transportation such as a taxi or service van/truck require more frequent maintenance services. The repair facility will usually remind you when the next one is due on the invoice. many new vehicles (especially european brands) now require special synthetic oils and other fluids and/or special services during the routine maintenance checks. If you are doing these yourself or if you take your vehicle to a different repair facility then the one you purchased the vehicle from, check with the original facility for a list of these items, and make sure

your independent technician performs the necessary operations and uses the correct fluids. thEsE ARE ABsolUtElY NECEssARY.

when taking your vehicle for repair, explain the problem carefully and in detail. If you feel it may be necessary, request a test-drive with the manager or head technician to demonstrate the problem.

when requesting work to be performed on your vehicle, be sure to mention any issues you may want resolved such as leaks, knocks, missing/broken interior fittings etc. that may not

necessarily be part of the routine maintenance check. As vehicles get older, different problems may present themselves after a visit to the garage. This may not necessarily be due to poor workmanship, but simply new problems that were not present at the time of the service. discuss these issues with the manager as soon as they happen.

A WoRd ABoUt tImING BElts

not all vehicles have timing belts, but about 99% do. The purpose of a timing belt is to ensure the pistons and valves in the engine operate together in proper sequence. If the timing belt breaks, mechanical damage can occur. The most common damage is the pistons hitting the open valves resulting in the need for expensive repairs and in some extreme cases, a complete engine replacement.

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during a visit for service, the dealer will usually alert you when a timing belt change is required. most times it is between 45,000 and 60,000 kilometers. do noT ignore the reminder for a timing belt change as it can cost you dearly!

Good REAsoNs

foR pREVENtIVE

mAINtENANCE ChECKs

It is good to invest in your vehicle. proper vehicle maintenance is the key to extending the life of your vehicle. It allows your vehicle to perform at its optimum best. Just as a physician gives you an annual physical, your vehicle also requires one. some of the reasons for this are as follows:

• CAn CUT repAIr CosTs

• BeTTer performAnCe, whICh wIll ImproVe fUel eConomy • A well mAInTAIned VehICle Is less lIkely To sTAll, fAIl To sTArT or leAVe yoU sTrAnded

• A poorly mAInTAIned VehICle CAn CAUse serIoUs ACCIdenTs. • when A serVICe or TUne Up IndICATes A fUTUre need for A replACemenT pArT, yoU CAn BUdGeT for IT

• Under mAInTAIned VehICles Are ConsIdered A mAJor ConTrIBUTor To AIr pollUTIon.

CUstomIsING YoUR VEhIClE

If you decide to change parts on your vehicle and add components such as a high end stereo system, or a dual exhaust system, you should check with the dealer first. These components can add a burden on the vehicle’s electrical system like the alternator or can interfere with its emissions control system. Changing the parts could also negate your warranty agreement.

REplACEmENt pARts

due to limited space, it is virtually impossible for repair facilities to store all automotive parts in their warehouses. parts have to be imported and if they are coming from Asia it might take longer for them to arrive. on average it can take anywhere for three days to three months for parts to arrive, depending on the repair facility.

As Bermuda is a small country, the shipments may be much smaller than those of larger countries. Therefore, shipments to this destination may be bumped to serve those countries with larger orders.

If you decide to order a part over the Internet or by phone, make sure you know the exact part that is required and if there is a warranty on the part. ensure that you have a “qualified” mechanic/technician to replace it in your vehicle.

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Beware that if a replacement part is not the recommended manufacturer’s part, it may fail to give the optimum performance you expect.

reconditioned or secondhand parts are alternatives and less costly, but may not have warranties or last as long.

when parts are replaced for new ones, those parts have a warranty for a certain period of time, depending on the part. If you have replacement parts put on your vehicle, ask about the warranty.

Cost of REpAIRs

owning and maintaining a vehicle can be very costly. All parts have to be shipped in and the increase in duty and shipping costs and the fluctuation of the dollar against some foreign currencies, as well as the make and model of your vehicle, all contribute to the cost of repairs and parts.

while some garages may charge less for a maintenance or repair, bear in mind that it could be costly for you down the road if the mechanic lacks the proper technological skills or equipment. your vehicle will not receive its optimum service which could lead to more serious problems, thus more costly repairs.

REAd YoUR oWNER’s mANUAl

The owner’s manual is the guide to how to operate and maintain your vehicle. All vehicles should come with one. read it thoroughly to get to know your vehicle. If the manual is not in english, ask the dealer to supply you with an english version.

WhAt to do If YoU hAVE A pRoBlEm

The first thing to do is to record the dates and times the problem occurred. when you take the vehicle to the repair facility, you should request to speak to the manager or someone in a position of authority

at the service/repair facility. make sure you explain carefully and in detail the problem. If you feel it may be necessary,

request a test-drive with the manager or head technician to demonstrate the problem.

don’t forget to record the name and position of the person you spoke to and what action was taken at the time. Always keep any documentation such as invoices, statements etc.

even though consumers pay thousands of dollars for their brand new vehicle, there may be times when the vehicle experiences the same problem despite several repairs.

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If the situation remains unsolved, consider going to the head of the company, who has the authority to see that it is resolved swiftly. do not become irate or unreasonably demanding no matter how frustrated you are, since doing so often prevents constructive communication and will make the situation more difficult to resolve.

It is best to put your complaints in writing to the head of the company detailing the issues and stating what resolution you are requesting. If all of your attempts to resolve the issue fail, you can contact Consumer Affairs and lodge a complaint or request advice or assistance to resolve the case. Bear in mind that there may be times when the problem has to be resolved through the courts system.

KNoW thE lAW

The sale of Goods Act (as amended) 2002 is the law that covers the sales of goods in Bermuda and whether or not they conform to contract at the time of the sale. Consumers may have the right to reject the goods and claim a refund, replacement, repair or compensation if they are found to be defective and the defect is serious enough to be a breach of condition of the contract.

If the breach is of a minor nature then it is considered to be a breach of warranty and this would not entitle you to reject the goods, but only to claim compensation.

while it is clear that the dealers have a responsibility to ensure their vehicles are of a satisfactory standard, the responsibility is also with you, the owner of the vehicle. In order to avoid making a poor choice, it is important to know as much as possible about the vehicle you want to buy and how to maintain it to extend the useful life of the vehicle so that it can perform at its best.

t. 441.297.7627 f. 441.295.6892 [email protected] WWW.CA.GoV.Bm