Parts-Counter Etiquette From Your Local Parts Guy

aka Highspeedhijinks

I’ve worked for the auto parts industry for the last 6 years. I got my start with Advance Auto, quickly moved on to Chrysler and Toyota, and now I’m with Volkswagen. No matter what manufacturer I’ve worked for, I always run across the same problems with customers. Not everyone knows this, but there’s a certain etiquette to ordering parts—it helps you get what you want with a minimum of hassle, and keeps you from driving the parts-counter staff and other customers crazy. Click below the jump to get the do’s and don’t's of parts-counter etiquette direct from your local parts guy.

Do have your VIN number handy when going to a dealership parts counter. Your VIN is the magic key to all body codes, engine codes, and build-date information. For the NAPAs and Advance Autos, just make sure you know year, make, model and engine.
Don’t walk up to a parts counter and start spitting off tuner lingo. You may know that your Jetta is a Mklll 16v, or your Honda’s runnin’ a D16Z6 engine, but the parts staff want specifics. Not lingo.

Do know the name of the part that you’re looking for. If you don’t know, make sure you know what it looks like or what it attaches to. You may not know what every part is called, but having a clue of what you’re looking for before you come to the counter makes life a lot easier.
Don’t make up names or call a part something it’s not. This is where the most mistakes happen. Mis-communication in descriptions is where 90% of getting wrong parts occurs. There’s not much you can do here other than verify. Take them out to the car and point if you’re really not sure.

Do ask about return policies and warranty terms when you order an expensive part. This can clear up a lot of hassle down the line if the new part goes bad. Also, get it in writing. If a parts guy says it’s 12 months/12,000 miles then have him write it on the receipt. It may sound like overkill but it’s worth it when something breaks.
Don’t use the parts counter as a way to diagnose your car. Nothing irks counter staff more than when you want to return a $150.00 part because it wasn’t the problem in the first place. Also, most places will not allow you to return any electrical parts and will say so on the receipt.

Do understand that the parts industry is just like any other business and what doesn’t sell won’t be in stock. Sometimes if a part isn’t stocked it might give you an idea that it’s not a common problem and you might want to double check your diagnosis. This is very often the case for sensors or modules. In other cases, a part is not stocked because of age of the vehicle or internal reasons that have nothing to do with sales.
Don’t come in with an attitude. You may have just been busting your ass for several hours and you may be tired and upset, but there’s no reason to take it out on someone trying to help you. The nicer and more patient you are, the more willing counter staff will be to work with you. Also, never ask for a part number so you can go buy the part online—that’s just a slap in the face. I’ll tell you what I tell people: do you go into a restaurant and ask for the recipe to your favorite meal because you want to make it at home?

These are not absolute rules by any means, and parts-counter staff are above all individuals. Some are just plain jerks or are burnt out from the business. Other guys like myself are willing to help out the do-it-yourselfers just trying keep up their rides. Get to know your local parts guy well enough and you just might have an friend who’s willing to help you out when you need it.

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Posted at 3:01 am in Guest Blogger, Parts

Comments

Josh
Jul 16, 2008 at 4:00 pm

I work back counter parts for a Mercedes-Benz dealership in which 90% of Benz owners dont know a rocker arm from an arm rest.. and whats funny in the Mercedes market is that 88% of complaints and poor surveys come from C-class owners.. I hate when these people who can barely afford to drive the car come in to get parts but then complain about the prices, saying it’s 10 times cheaper at napa.. well guess what buddy.. go to napa! Next!

GTwildfire
Jul 12, 2008 at 11:15 pm

I was annoyed recently that neither Accel or MSD had a colored spark plug wire set for my Firebird V6 3.4. The Accel set was special order and had black wires, and MSD had no set at all available.
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I’d say that the worst thing about parts counters is when they simply can’t get what you’re looking for.
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…and it’s not like there aren’t any GM 3.4 V6′s around. There are a lot of them out there.

Heidi
Jul 12, 2008 at 4:57 am

If a girl is working the counter, don’t ask if you can speak to a male employee… I had that happen when I worked at Pep Boys… rather insulting.

Stewart
Jul 11, 2008 at 10:49 pm

Good advice

Oafman
Jul 11, 2008 at 6:54 pm

Good tips. Many of those rules apply for any retail setting. when you go to the mall to buy a pair of pants you need to know inseam and waist, if you go to Sears to get a new filter for your wet dry vac you need to know the model to get the right filter. Cars are not any different. The one rule that I would add is “if you are new to car repair do not go into the store and pretend that you are an expert.” With a couple of questions the parts person will know that it is an act anyways. It is much better to approach the counter with the attitude of “I am drowning and I need your help.” I have a working knowledge of what is under the hood of but I am not an expert by any stretch of the imagination and I have found that this works well most of the time. BTW – my best parts counter story has to be when I changed out the power steering in a 1986 Dodge 250 Pickup. I did the majority of the work on a day off, in the morning I had fillings put in and then spent the rest of the day running between the garage and Advance Auto getting parts. Imagine a griminy looking guy coming in who is drooling on himself and lisping.

cknarf
Jul 11, 2008 at 6:28 pm

This is all the info they should need:
1. Make
2. Model
3. Year
4. Engine size

James
Jul 11, 2008 at 4:34 pm

I fully agree with this article. I worked at CSK Auto for two years and had multiple dos and don’ts occur from customers. The only thing I would add is, customers: please remember that your parts man (or woman) is human too. We cannot read your mind, so don’t get mad when we cannot understand what you are talking about or that we don’t magically have what you need the second you walk in. Also, we do, on occasion, make mistakes…but that is what warranties and customer service are for!

Josh
Jul 11, 2008 at 1:05 pm

“I’ll tell you what I tell people: do you go into a restaurant and ask for the recipe to your favorite meal because you want to make it at home? “

That totally does not apply… That’s apples and oranges…

Though, I do respect many points you made, that is just not one of them.

Sometimes major retailers mark up prices so much you almost want to vomit, like in the featured picture, NAPA.

Jec
Jul 11, 2008 at 5:06 am

Very informative article about How to buy car part’s for car?.

CounterMan
Jul 11, 2008 at 4:33 am

I’m going to print this out, the amount of tuner people I get lately is driving me nuts

JoshuaS
Jul 11, 2008 at 4:28 am

Heh, “Do” #4 allowed me to “dont” #3.

Anonymous
Jul 11, 2008 at 4:25 am

As a customer, and servicer of thousands of vehicles…(I mean thousands) How about some knowledge in universal applications. The little blond (if to be a chauvinist) would no doubt keep my patience after riddling off everything you don’t need to know about my car, or any vehicle at all…just give me the damn part I ask for, or equivelant. Hows that for etiquette? you want business..hire knowledge. As for advacned auto, my bro n law managed one for several years. It was a dream to go gets stuff…universal attitude included. Name any year car of my choosing, knowing it has my part..even if it isn’t my car. that is the peaceful ending to the auto store etiquette for customers such as myself. VIN number not included.