Bringing Higher Standards of Vehicle Repair to Malaysians

With 440,000 accidents a year (and those are only the ones reported to the police), the vehicle repair business is obviously a big business. And from statistics compiled by the Ministry of Domestic Trade & Consumer Affairs, at least 5,000 workshops in Peninsula Malaysia are involved in this area of the local automotive industry. It is an industry that is largely unregulated with no standards applicable. Thus, as many motorists have found, there is a huge variation in quality, services and charges and what’s worse, an absence of transparency in many workshops.

Taking the lead in upgrading vehicle repair standards and professionalism, Ford Malaysia (a joint venture between Ford Motor Company and Tractors Malaysia) has established Master Body Collision Repair Sdn Bhd, a vehicle repair facility in Subang Jaya, Selangor.

With an investment of RM5 million, Master Body aims to set a new benchmark for vehicle repairs and promises customers standards of work that are so high that they even get a 12-month warranty on workmanship.

“This specialised repair centre, which can handle up to 300 vehicles a month, employs the latest state-of-the art equipment and uses processes which are among the best in the industry,” said Aishah Ahmad, a director of Master Body and also Ford Malaysia’s General Sales Manager. She added that as Master Body is 80% owned by Ford Malaysia, it has access to Ford’s worldwide resources on vehicle repairs and personnel from Ford as well as the assembly plant in Shah Alam will be providing support and training.

Master Body’s highly professional approach includes detailed damage analysis and reference to manufacturers’ specifications (though established by Ford Malaysia, the centre also handles all makes of vehicles). Precise measurements are taken using laser beams and a multi-dimensional system of operating on damaged areas enables repair work to be done more effectively.

“Contrary to what many people may imagine, the prices at Master Body are not significantly higher and are competitive. The labour rates are comparable with what is charged by workshops locally and is lower than those that would typically be charged by most franchise holders,” said Cik Aishah.

“We believe in full disclosure and provide itemised billings,” she explained. “Costings on pain refinishing works and accident repairs are carried out through our electronic estimating system which is compatible with the insurance industry-standard database of motor spare parts and repair times.”

“Furthermore, for vehicles which are less than 5 years old, we will ensure that only genuine parts are used,” she added, a point which should give customers peace of mind as there have been many complaints by motorists of some unscrupulous workshop operators cheating customers (and insurance companies) by charging prices of genuine parts but actually fitting used or reconditioned parts.

An approved vehicle repair facility in the listing of PIAM (the Malaysian insurance association), Master Body also aims to provide the best customer service and besides assisting customers when they have to make claims from their insurance companies, the centre also offers free towing service (24 hours) in the Klang Valley area; naturally, the damaged vehicles will be towed to Master Body’s premises. Additional services include air-conditioning servicing, wheel balancing and alignment and mechanical repairs.

Master Body adheres to strict worker safety and environmental protection regulations that Ford sets for all its subsidiaries and affiliates worldwide. All waste materials, especially paint, are not simply allowed to enter the public drainage system and a special process is used whereby the solvent in the paint is recycled and the paint itself is converted to dry waste which is disposed of properly. Fluids drained from vehicles, particularly engine oil, are collected and taken away for disposal or recycling.

Although more environment-friendly water-based paints are already available in some other countries, such paints are not available in Malaysia yet. “The technology is slowly coming to this part of the world and in future, when it is available, Master Body will certainly be among the first to use it,” promised William Seen, Master Body’s Business Development Manager.

Cik Aishah said that Master Body is also investing substantially in training and has set aside a 223 sq. metre area for training purposes and has qualified personnel to conduct courses. “We intend to hold technical workshops and share our expertise with other parties in the industry as part of our commitment to raise standards and professionalism. Additionally, we also plan to have ‘awareness programmes’ for the public so they have a better understanding of vehicle repairs,” she revealed.

The establishment of Master Body is timely as the Ministry of Domestic Trade and Consumer Affairs is already giving attention to the vehicle repair industry with a view of formulating regulations that will standardise the services and improve quality. This was revealed at the official opening of Master Body today by the ministry’s parliamentary secretary, Wong Kam Hong, who represented the Minister of Domestic Trade & Consumer Affairs, Tan Sri Dato’ Haji Muhyiddin bin Haji Mohd Yassin.

“We are in the process of compiling data and carrying out studies into this industry and to understand all aspects and it is clear that, to date, there is no agency which oversees the industry even though there are some 5,000 workshops doing such business in Peninsula Malaysia,” explained Mr Wong.

When we have a clear idea of what needs to be done in the interests of consumers, we will probably propose an Act to Parliament which will give some degree of regulation and standardise services. Transparent procedures and detailed worksheets and costings such as what Master Body are now having are definitely the way to go and what we would seek to introduce,” he said. However, he said that the ministry would not regulate charges as these were varied and dependent on the nature of the work done.

Another important aspect the ministry was considering was the training of the workers and having them certified so that the industry would see some proper standards in workmanship, Mr Wong said.

AUTOWORLD.COM.MY’s Chips Yap had an opportunity (not one which he welcomed!) to make use of Master Body’s facilities and was impressed by the work. “I had expected the charges to be high but was surprised that they were actually quite reasonable for a workshop of this high standard. The work done on repairing the dent was so well done that it looks as good as new.”