ChipsAway reviews on the forums

ChipsAway reviews on the forums

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ChipsAway Guy

Original Poster:

46 posts

214 months

Tuesday 16th May 2006
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Edited To Add:

This thread is getting on for 4 years old, but it's clearly still informing customers doing their research before choosing a repair provider - which is great.

While I'm still happy that it represents good advice, it's also advice very much from its time. Things have moved on a long way from some of the issues discussed.

I had a customer ring me today to ask questions about how we were going to repair his car, clearly prompted by this thread. First of all, he knew he was talking to a PH'er ChipsAway repairer, but he *didn't* realise he was talking to the OP of this thread. When I first wrote this, I created the "ChipsAway Guy" account so there was no obvious link to me or the business I'm running to ensure we didn't look like we were advertising on the sly (although after a few requests later on in the thread I did 'fess up to who I am smile ). My more usual PH username is "Anatol", and pretty much everyone knows by now what business I'm in; I can be found hanging around in Bodywork & Detailing, or the Elise/Exige forum (or sticking my oar in on pretty much any thread where SMART repair is discussed smile)

Secondly, the issue the customer was most worried about is simply not relevant any more. So while I'm not going to delete any of the original content, this addendum should be read along with it to bring it up to date (as at Jan 2010).

All ChipsAway repairs are now painted with a waterborne basecoat and a two-component lacquer (incidentally this is also true of almost all factory finishes and aftermarket refinishing businesses). The old question of one-pack vs 2-pack is redundant - by EU law, these paint systems have been phased out. There are no repairers in the ChipsAway network who have not converted to the new paint system. Those very few that were resistant to the idea had their license to operate under the ChipsAway brand terminated.

Repairs are never done with airbrushes any more. All repairers are trained with Iwata sprayguns (and while diminiutive, the LPH-80 is a fantastic tool - it is my go-to gun for almost any repair, and IMHO the best tool for any repair I have come across for SMART-sized repairs).

Issues about consistency in skill level across the network, while they'll never be completely resolved, are being addressed - every ChipsAway repairer is now required to complete assessment repairs at the end of their initial training, a few months after they launch their business, and then at regular intervals (of about 18 months). These repairs are back at our central training centre, so involve the relevant business being closed down for a day or two.

That's quite a commitment in lost turnover to checking standards (with multiple painters in my business, shutting up shop for check repairs has a four-figure bill, but it's absolutely worth it - ensuring a level of competence for the core repairs we do across the network carries a lot of weight). At the time of writing, I don't believe any other repair network makes a similar requirement of its operators.

So, please bear these developments in mind. If a customer has rung *me* up to quiz me about what I said in the original post, it's probably happened a fair bit to my colleagues across the network, and I apologise to you all for that! Hopefully this will mean we're not grilled on out of date issues any more.

Thanks all,

Anatol (aka The ChipsAway Guy).

The OP:


I’ve recently joined the site, and just did a forum search looking for members comments on ChipsAway – since that’s what I do for a living.

There’s been quite a lot said – including some very sweeping statements about what can and can’t be done by ChipsAway operators, and the quality and longevity of their work.

Given that I have an insider’s perspective, and also that since the ChipsAway system is used for hundreds of thousands of repairs yearly, some actual facts on it might be of interest to the PH community, I thought I’d post a bit about it. This isn’t an advert for my business – there’ll be no ‘see my website at:’ or similar snuck in.

Each ChipsAway operation is its own business, with no legal links whatsoever to any other, just a licensing contract with ChipsAway International. That contract requires them to use the ChipsAway paint systems (only), which are not available to anyone else.

Essentially, that is the only common ground between the ChipsAway franchises. Saying “Do not use, because…” is roughly equivalent to saying “Do not use any bodyshop that uses the ICI paint system, because I had a bad experience with service or quality with one once…”

Some ChipsAway operations will be applying paint with a £15 artist’s airbrush (supplied at training). Others will be using £3-400 DeVilbiss Sri’s or Iwata W-100’s. Some will touch in chips with a brush, others will lay down sprayed colour and then buff off overspray. Assuming that how one does a repair is how they all do is simply wrong.

ChipsAway train their operators with a one pack paint and lacquer system. It’s a good training system, as it is quick to apply and extremely forgiving – if there are any finish problems it can be overcoated immediately. It’s very popular with garages, as a repair can be done very fast and cheaply, and if the finish fails after a couple of years once the car has been sold, it will be well out of any bodywork warranty they offered (if indeed they offered any).

After a minimum period of experience with the one pack system, ChipsAway franchises can be trained in and buy (at quite some cost) a two-pack paint and lacquer system. This cannot be overcoated in the same way, and so is not suitable for the inexperienced. Once cured however, it has similar longevity to any two-pack (ie bodyshop) paint system, is not attacked by solvents, etc etc.

Some ChipsAway operators never proceed to the two pack, particularly if most of their work is for the trade. Others, once they have it, bin the one pack completely, because most of their work is for enthusiasts in the retail sector, and the two pack offers a better, longer-lasting finish.

Blanket comments about ChipsAway repair longevity/quality don't take account of this difference.

Some ChipsAway operators are essentially unqualified, with no paintwork experience beyond 10 days training from ChipsAway, and an attitude to customer service that (at least reading some of the bad stories that have been posted here) seems to be what they can get away with without losing their licence. At least one ChipsAway business is run by an Oxbridge graduate, and a DeVilbiss qualified paint sprayer with over 10 years experience, and has got their guarantee and customer charter OFT-approved. There is a whole spectrum of experience, professionalism and commitment to quality.

The only thing that is really relevant are reviews of a particular operation – and I’m pleased to see that there are quite a few of those here, and mostly very positive – it’s the punters who were disappointed that have recommended “Don’t use any ChipsAway business” and those who were thrilled who’ve said “X near me did a great job.”

The ChipsAway system isn’t designed for all sorts of repairs. There’s no panel-beating involved, and the licence contract forbids full paintwork repairs to bonnets and roofs, due to the inherent limitations of a system designed around not having access to a full workshop with gantries and the facility to remove panels. Some operators will offer these repairs regardless. How sensible it is to choose to contract with a repairer who has a rather cavalier attitude to the obligations in a contract they’ve already signed up to is an open question.

If anyone has any questions about ChipsAway repairs, please ask me. Unless you’re one of the very few in the UK (less than 0.1%) who fall within my business area, I’ve absolutely no interest in whether or not you choose to go with ChipsAway (and if you are in my area, I’ll tell you before I answer the question). It’s an established business network, with a degree of after-sales backup that’s pretty rare outside of main dealerships in the automotive sector, and my personal opinion is that, when used professionally, the paint system is not only more than high enough quality to satisfy the enthusiast, but when appropriate, actually superior to the ‘traditional’ body shop methods of painting out large areas to disguise a repair.

Apologies for the long post, but there has been a lot said on the forums about ChipsAway as a single entity that is at best misleading (and at worst libellous!).

It really is a case that your mileage may vary.

Cheers, and glad to be part of this community,

The ChipsAway Guy.


Edited by ChipsAway Guy on Wednesday 20th January 16:45

t0ny99

1,237 posts

240 months

Tuesday 16th May 2006
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Excellent, considered, and intelligent post!

Welcome to the forums!

Bedford Rascal

29,469 posts

243 months

Tuesday 16th May 2006
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Nicely put.

Why not put your location on your profile so members can use you if you're local to them?

adycav

7,615 posts

216 months

Tuesday 16th May 2006
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Great first post.

Better than the "what should I buy..." norm (which I was guilty of too!).

Useful stuff.

The_Sheriff

464 posts

215 months

Tuesday 16th May 2006
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I've never used 'Chips Away' but I'm seriously considering it at the moment as I've had my bonnet keyed. The damage is 4 fairly deep scratches of about 5 inches in length in the same region.

Could this be repaired by the Chips Away system or would a full respray be required? The car is a 2001 BMW in a metallic black finish. I know it's hard with out seeing it first hand, I'm just after thoughts really.

Cheers

James

BliarOut

72,857 posts

238 months

Tuesday 16th May 2006
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From a customer perspective how can you differentiate the good guys from the not so good ones? Is there anything we can look out for?

JonRB

74,402 posts

271 months

Tuesday 16th May 2006
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I think this is the problem with ChipsAway - being a franchise it is only as good or bad as your local operative. As you say, there is little common ground or base-line of service. At least when you walk into a McDonalds franchise you know pretty much exactly what you're getting when you order a Big Mac.

adycav

7,615 posts

216 months

Tuesday 16th May 2006
quotequote all
JonRB said:
At least when you walk into a McDonalds franchise you know pretty much exactly what you're getting when you order a Big Mac.


Yeah - shite!

JonRB

74,402 posts

271 months

Tuesday 16th May 2006
quotequote all
adycav said:
Yeah - shite!
That's irrelevant really. My point still stands - with a McDonalds franchise you have reasonable consistency between operations, with ChipsAway you do not.
How are you meant to know if your local ChipsAway operative is any good if there is no consistency between franchises?

DieselJohn

2,114 posts

255 months

Tuesday 16th May 2006
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Excellent first post.

I've got a mk2 MR2 that needs the paintwork touching up a in a number of places. It's had bodywork replaced in the past (bonnet and bumper) and the original colour is showing through in quite a lot of places. Can you give me a ball park figure as to how much it would cost to get it sorted properly?

I'm in nottinghm btw.

Thanks,

John

GregE240

10,857 posts

266 months

Tuesday 16th May 2006
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The_Sheriff said:
I've never used 'Chips Away' but I'm seriously considering it at the moment as I've had my bonnet keyed. The damage is 4 fairly deep scratches of about 5 inches in length in the same region.

Could this be repaired by the Chips Away system or would a full respray be required? The car is a 2001 BMW in a metallic black finish. I know it's hard with out seeing it first hand, I'm just after thoughts really.

Cheers

James
James,

Don't know if you've been down this road yet mate, but a full spray of the bonnet may be cheaper than you think.

My girlfriends MX-5 had a front end respray last year due to stone chips (metallic blue), as well as pretty much one side of the car spayed as well. Cost was just over £400 from a local body shop. Finish was A1, no complaints at all.

I have used my local ChipsAway guy in the past, on another MX-5. The repair and spray work was first class. To be fair, I'd heard less than generous comments about the franchise in the past, but this guy mentined one or two car dealers he worked at. A quick phone call to one of them checked out, with a warm recommendation of his work.

HTH,
Greg

Philhopkins

17,110 posts

216 months

Tuesday 16th May 2006
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Some extremely good points made, most of which can also be applied to a lot of other franchises. Main dealers being one such group.

Welcome to the site mate.

Fat Audi 80

2,403 posts

250 months

Tuesday 16th May 2006
quotequote all
Again excellent first post and welcome to PH

Its nice to hear some good things about Chipsaway, as you rightly point out I have heard a fair few bad stories being bounded about.

Cheers,

Steve

waynepixel

3,972 posts

223 months

Tuesday 16th May 2006
quotequote all
£22,500 for a franchises?. Is that the going price for these. Do you do any apprenticeship schemes

>> Edited by waynepixel on Tuesday 16th May 12:04

ChipsAway Guy

Original Poster:

46 posts

214 months

Tuesday 16th May 2006
quotequote all
Whew! Right, dealing with these in turn:

James, your keyed bonnet - I'd suggest a bodyshop repair. The darker a paint is, and the more horizontal a panel is, the less forgiving they are for lacquer edges blending into an original finish. A black bonnet is therefore about the worst possible combination. An edge-to-edge respray would therefore be your best option, and to be done properly, that would require its removal from the car. Not a mobile repair. As Greg says, it isn't necessarily hugely expensive - particularly with a good independent local sprayshop.

BliarOut - the best ways to find out the good from the bad are to get some reviews from punters who've used the particular sprayer you're considering, and to sound them out a bit yourself. It's pretty easy with an enquiring phone call to get an idea of whether your guy is out to treat you solely as a profit source, or if he/she genuinely loves restoring the finish on cars. The best will keep on giving you tips and advice on what to do next when they've already told you that the repair in question isn't suitable for them to do! Asking for the details of a couple of previous customers for testimonials is always an option too - if they get shirty, that's a good sign as regards their professionalism.

JonRB - I'm not sure I agree that that's 'the problem with ChipsAway' - that you're in the dark about quality until you've tried them. That's true of pretty much every paint repairer, so it's more that ChipsAway are no different, rather than it being a particular problem with them. The big plus of ChipsAway over your local independent smart repairer or spray shop is that the franchisor and network provide after sales support if there's a problem. In extreme circumstances, ChipsAway International have paid for unhappy customers to have their vehicle refinished until they end up with something they're satisfied with - even if the local franchisee digs their heels in. (They also tend to terminate the licensing agreement with the franchisee - which makes for a sort of natural selection). The standard Chipsaway longevity guarantee is also far in excess of what you'll ordinarily find in the industry.

DieselJohn - it's really impossible to say without seeing the car. Toyotas of a certain age were often painted with a top-coat solid paint that oxidises and dulls with age, and can often be restored with an aggressive machine compounding (and kept good by being kept waxed and not exposed to the air). If that's not the problem though, and it needs new paint, the difference in price for the work would be considerable. If you're really keen for an informed opinion, drop me a PM, and I'll sort out my email address for you to send through some digi photos...

Waynepixel - ChipsAway is one of the most expensive franchises to buy into. And I'd know - I have bought three territories off them! The flip side to that is that they don't take a percentage, rather it's a fixed weekly license fee. They're consistently in the running for franchisor of the year, and the undisputed market leader in their sector, so they can afford to set high prices to buy in. Many operators run as one man/woman and a van, while others have fixed sites or a fleet, and plenty of employees. We're recruiting for a trainee technician at the moment - but we're quite a long way from you in Kent... Raising finance to buy a franchise off them is pretty easy though - the banks know they're a good bet for a business development loan. If you're looking at it as a business option, feel free to drop us a line; we act as supplementary trainers and business development mentors for franchisees starting up, so we know the answers to most of the questions.

Night all!

The ChipsAway Guy

Bedford Rascal

29,469 posts

243 months

Tuesday 16th May 2006
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I deleted my post to preserve your anonymity.

ChipsAway Guy

Original Poster:

46 posts

214 months

Tuesday 16th May 2006
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:-P

tvrbob

11,171 posts

254 months

Wednesday 17th May 2006
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ChipsAway Guy said:
lots of things
You have email

Stu_00

1,529 posts

218 months

Wednesday 17th May 2006
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I am intereted - what areas do you cover?

pjpip

37 posts

221 months

Wednesday 17th May 2006
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ChipsAwayGuy, I keep meaning to get in touch with my local, but you may be able to help me. The rolled edge of my front wheel arches are all scuffed and rough from grit getting between the mud-flap and the bodywork. Is this repairable by someone like yourself? It's pretty much down to primer along the last 6inches of the wheel arch.