For years, collision repairers and collision repair groups have been asking OEMs to produce fastener kits to facilitate repairs. Most OEMs heard the request, many considered it and one, Ford, acted on it. We now produce a number of bumper fascia fastener kits.
Several other OEMs are watching the success of this effort before making the serious investment necessary to identify, consolidate, package, inventory and distribute the multiple components that are contained in such kits.
There are a number of very good reasons why repairers should use fastener kits when installing a fascia:
Reimbursement for Expense – Repairers frequently aren’t reimbursed for fasteners and clips used on repairs. There are many reasons why, including the time-consuming and cumbersome process of identifying and documenting the specific fasteners used. The kits simplify the process by providing a line item part number for the estimate that is easily validated by insurers.
One-Stop for Parts – When fascias are repaired or replaced, repairers often must scramble and scrounge to obtain all fasteners required for repairs. The kits provide all required parts and are equivalent in quality to the parts originally used to install the fascia.
Repair Cost Reduction – Fastener kits help repairers avoid repair cycle time delays – a significant issue to insurers – by delivering all the right parts BEFORE the repair process begins.
Repair Quality Improvement – All parts in the kits meet OEM material, strength and finish specifications, helping repairers achieve pre-accident structural integrity and noise/vibration/harshness levels.
After an initial surge in interest, there’s been a steady decline in kit purchases by repairers, significantly disproportionate to sales of matching fascias. As you might expect, this has been surprising and disappointing, especially with what appeared to be such a positive repairer reaction to Ford’s commitment to solve a chronic problem faced by repairers.
The bottom line isn’t hard to figure – when repairers make these requests but fail to act when an OEM delivers, it becomes less and less likely an OEM will act when subsequent requests are made. The cycle repeats and deepens – with the result being less and less OEM support (whether parts or information). In turn, repairers feel abandoned by OEMs and believe they do little to assist in the difficult job of collision repair.
Success of the fastener kit program may very likely cause Ford to expand its kit offerings to the many other groups of fasteners used on other parts throughout the vehicle. Failure may very likely cause the program to wither and end, thereby influencing the actions of other OEMs.
You’ve told us this is an important issue to the repair industry. We seek your support in making the program a success – and a springboard for Ford and other OEMs to provide even greater support and service to you.
Writer George Gilbert is the collision parts marketing manager for Ford Customer Service Division.
