THE TRUSTED VOICE OF THE AUTO INDUSTRY FOR MORE THAN 25 YEARS www.autofile.co.nz April 2017 Motor vehicle disputes Specialised training that’s – looking back proven to utofile is often contacted proportion of sales by trader is one Wholesale Cars, each appeared in increase profits by dealers in response to case in every 2,700 sales or 0.037 front of the MVDT twelve times. cases that appear in our per cent. If we remove cases found Both traders had nine out of the Adisputes columns or sometimes to in favour of the dealer, this figure twelve cases (75 per cent) ruled in alert us to their assumption that is lower still, at 0.002 per cent, or favour of the purchaser. some dealers frequent the tribunal one in every 4,550 sales where a Eugene Williams, chief more often than they should. dealer has been deemed to supply a executive officer of 2 Cheap Perception is everything, they say, substandard motor vehicle. Cars, says “When there was a Meeting over but to answer these questions we The number of traders that number of complaints to the port changes p 7 thought we’d crunch some numbers appeared in front of the MVDT over Motor Vehicle Disputes Tribunal and find out what was really going the five year period was 373, of that our company was growing very p 10 on in our industry. fast and we didn’t have the Autofile looked at 592 systems in place to handle Motor Vehicle Disputes complaints well. Tribunal (MVDT) cases “We couldn’t keep up between January 2012 to with the development of our The truth about December 2016, five years of staff and this is one area that EV batteries data and some results might suffered. In the last year or so surprise. During this period, we have invested in staff and motor vehicle traders now have dedicated claims sold just over 1,600,000 people providing superior used cars to members of customer service. All of our the public, this includes Autofile reviewed 592 cases between January 2012 staff now attend courses and December 2016 new registrations of fresh and seminars in customer What do your imports and changes of ownership number 70.5 per cent (263 traders) service; this along with a slowing p 15 customers think? between trader to public. New appeared once, 16.4 per cent (61 of our expansion plans has meant vehicle disputes (and registrations) traders) appeared twice and 13.1 we are able to concentrate on the Holden reveals new wagon were excluded. per cent (49 traders) appeared customer and since doing this we Of the 592 cases heard, 40 per three or more times. have hardly been to the tribunal,” cent were found in favour of the Of the 592 cases Autofile he says. dealer and 60 per cent, or 355 cases, analysed over the five year period, “We sell 1,000 units per month for the purchaser. The ratio of cases 2 Cheap Cars Limited and Glenfield so the number of cases is low as a appearing before the MVDT as a Wholesale Limited, trading as Real percentage. p 21 [continued on page 4] GLOBAL VEHICLE LOGISTICS NZ - JAPAN - AUSTRALIA - UK - EUROPE Where on earth are all your vehicles? Find them with Jacanna's new Global Tracking System* (GTS) Track your vehicles in real time anywhere in the supply chain from Japan to your yard Visit www.jacanna.co.nz to find out more www.jacanna.co.nz Tel. +64 9 825 0888 *in partnership with Japan Forwarding Agency Where on earth are all your vehicles? Call Steve Owens now on 021 947 752 GUEST EDITORIAL Time to start DIRECTORS JOURNALISTS holding hands Brian McCutcheon Sue Brebner-Fox [email protected] [email protected] ph. 021 455 775 Lucy Mullinger as an industry Darren Wiltshire [email protected] [email protected] ph. 021 0284 7428 Alana Drayton Shane Breckon is a director of Limelight Software, [email protected] developer/operator of the Motorcentral dealer DESIGNER MOTORSPORT Adrian Payne Mark Baker management system. He has been associated [email protected] [email protected] with technology development and use in the used auto sales industry for more than 15 years. Autofile magazine is also available online as a readable file or downloadable as a PDF. Subscriptions are available at Autofile Online – www.autofile.co.nz. Back copies are took my first Uber ride auto sales industry, these also available on the website. last week and I must are the types of questions Copyright: Published monthly by 4Media Ltd, PO Box 6222, Dunedin 9059. say I was impressed. All we attempt to answer each All statements made, although based on information believed to be accurate and theI pain of ordering a taxi day. While I’m adamant reliable, cannot be guaranteed, and no liability can be accepted for any errors or in an unfamiliar city was technology will play an omissions. Reproduction of Autofile in print or digital format in whole or part without taken care of. No waiting extremely important role written permission, whether by copying or any other means, is strictly forbidden. to speak to an operator, in developing the answers, All rights reserved. no trying to explain my equally important will be ISSN 0112-3475 (print) ISSN 2350-3181 (online) SHANE BRECKON location, no having to Director of Limelight for us to work together as guess when I would be Software an industry, in an effort to picked up and no worrying produce an end-to-end if I had enough cash on me to get to solution similar to what Uber is my destination. I simply opened the providing for their industry. ACCESSORY app, selected where I wanted to go There is no doubt that data- (it already knew where I was), got mining, automation and machine BUNDLING an estimate on my fare and tapped learning will help predict trends CREATE AN EXCLUSIVE MODEL Find them with Jacanna's new ‘Request Uber’. and provide instant answers, but as FOR YOUR BRAND The Uber team have really humans we must start the process thought about the entire experience first by connecting the various integral WINDOW TINTING SUNROOF BLUETOOTH * LEATHER SEATS of getting people from A to B. All parts of our industry together. COMMAND CENTRE WITH Global Tracking System (GTS) BADGING GPS REVERSING CAMERA the points of contention or concern These types of connections have been alleviated via automation between parties, will allow the SPORTS SEAT UPGRADES and a mobile app. entire cycle to flow digitally from the STRIPES Track your vehicles in real time anywhere in In my opinion Uber is getting manufacturer or import agent, right close to the perfect taxi service and I through to delivery to the customer. the supply chain from Japan to your yard personally can’t see myself switching Manufacturers, import agents, back to the traditional format after mechanics, paint and panel experts, just one ride. That’s how big the groomers, financiers, insurers to impact was. name a few, all need to begin BLIND SPOT ELIMINATOR Which got me thinking… sharing information in an effort to RUNNING BOARDS Visit www.jacanna.co.nz to find out more What can we deliver in our help us become a more relevant and industry that makes a similar impact, responsive industry. WHEELS PARKING SENSORS such that people are willing to write Our customers are beginning to VIEW articles like what I’ve just written expect this level of connectivity in VIDEO WWW.DEALERSHIPEDITIONS.CO.NZ about Uber? What tools should we car sales, as other industries begin to PACKAGES FOR ALL VEHICLES create that would make it easier to make end-to-end digital solutions buy and sell vehicles or that allows the new norm. We can achieve it, but www.jacanna.co.nz people to alleviate themselves of the we must begin working together or concerns they have when buying a we risk becoming outdated. Driving Solutions Tel. +64 9 825 0888 new vehicle? My advice: Let’s reach out and Retro Vehicle Enhancement | www.rve.co.nz | 0800 RETRO 4U As technology evangelists to the begin to hold hands today. *in partnership with Japan Forwarding Agency www.autofile.co.nz 3 news [continued from page 1] “Another thing we are doing and resolve an issue we had to years old and has travelled close to three (37.5 per cent) being ruled in is using our own company based refer to MVDT - customers were 100,000km,” Chernomorets says. favour of the purchaser. in Japan to buy our cars. We use not familiar or misunderstood the “At the moment, a car needs Jonathan Sergel, acting chief export agents but also employ a Consumers Guarantee Act (CGA),” to be “fit for purpose and be operating officer at Turners, says team of Kiwi buyers to ensure we Chernomorets says. of acceptable quality for its it has a robust claims system for control the cars coming to us. But “MVDT treats everybody age and mileage” - which is customers which usually resolves the age of the cars we import are equally and with due respect, not very clear. For example, if a any issues. between five and seven years old they are professionals in their 2000 Toyota Caldina which has “We take all claims seriously and so there will be issues from time to field of expertise and consider done 290,000km breaks down aim for an amicable solution. We time,” Williams says. every case with due diligence. We within two months since date of usually come to a mutually agreed Vasya Chernomorets, yard outcome,” he says.