Customer concerned about paint job.. any advice?

Question

Generally im on here giving advice... but im having difficulty explaining to a customer something and im hoping a body shop worker or another adjuster can help.

A lady just called concerned wanting to know "will they use hyundai paint on my hyundai vehicle so that it matches"

I am under the impression that repair shops NEVER use paint for a specific make of car (do they even have "ford" paint etc?) and instead they use the paint code to mix the correct color for the vehicle.

I just wanted to make sure im correct about this. Anyone have a good way to explain this to a concerned customer? They always find something to complain about!

Answer 1

Some people just won't believe the truth once they get an idea, be it ever so wrong, in their brain. Your explanation is right and every shop, including the dealer's, mixes the paint according to what the computer tells them from the paint code for that car. However you may be better off assuring her that they'll use genuine Hyundai paint. lol

Answer 2

Hahahahahahaha!!!
THAT, I have never heard before!! The answer is NO. Since paint and solvents are considered volatiles they cannot be transported by air and must be shipped (by BOAT) from foreign countries, in this case, South Korea. This would take appx. six weeks. The auto finishes used by todays modern collision repairers are of a superior quality than ANY paint sold by Hyundai (which, by the way, they do NOT make -- they simply purchase their finishes from an outside source like EVERY other car maker on the planet). Domestic paints all come with a lifetime guarantee and YES, they will match perfectly if the existing paint is in good condition and is applied correctly. I have had this situation come up years ago on BMW's (we had a jackass repair shop that insisted on using European paints vs domestic) and it always resulted in long delays, incorrect color match and pi**ed-off customers.
You are indeed correct when saying Ford, GM, Chrysler, Honda, etc., etc., all buy their paints from sources such as DuPont, PPG, Ditzler, etc.
Sorry if I seem a little sarcastic but the fact that the car is a HYUNDAI just cracks me up!
I suppose if the customer wanted to she could drive to Montgomery, AL and try and talk the assembly plant into selling her a gallon of paint!
Har! Har!

Answer 3

There may not be Hyundai paint but maybe they are referring to the same paint manufacturer that was used for the rest of the car....Dupont, etc. They do have a valid point though and you would need to assure them the paint will match the car and last as long or longer than the paint used on the rest of the vehicle.
For instance, I took my car to Maaco after somebody ran my car into a windshield rack while replacing a passenger window. He started the car while in the passenger seat to test the electric window. There was no clutch switch on the vehicle and it launched into a glass rack and messed up the urethane nose on my 91 Dodge Daytona Shelby :(
The morons at Maaco didn't add flex additive to the paint so the first time the nose flexed the paint cracked severely.
I took it somewhere else after Maaco refused to re-paint the car because "they didn't have the technology to add flex-additive to the paint." Seriously....that is what the body shop manager told me. I had the car painted at the dealership and sued Maaco and the glass shop for sub-standard services and won. They paid for the dealership paint job and my rental cars and I even came away with a little bit of cash.
I used the dealer because they reassured me they would return the vehicle to original using the same paints and processes approved by the factory. The paint on the nose and hood lasted longer and never cracked or peeled. Unlike the rest of the cars legendary's 90's Dodge clear coat peel.
I'm rambling here but my point is either convince the customer you can repair their car as well as the dealer or manufacturer or you will lose them.

Answer 4

Yes, you're right in that there is no such thing as GM paint, Ford paint and Hyundai paint. But with a customer like that you might be better off getting out of the loop on this one, and referring her to someone else to answer her questions. She sounds like the type that will complain about anything and everything done for her.

Answer 5

There's no such thing as "Hyundai" paint.

What matter more is the color matching, not the brand. Period. And colors are matched by computer. This is the way it is done even at the dealers anyway.


Good Luck.

Answer 6

You are correct that the paint comes from outside contractors. Just tell her it's Hyundai paint. People need to know more about the vehicles they purchase so they will stop asking dumb questions.Obviously she doesn't, she drives a Hyundai.

Answer 7

there are specific colors that are used for specific vehicles. i paint houses and a buddy of mine paints cars. we talk about this all the time. different brands have different colors and have a specific code to making colors, ford, chevy, sherwin williams, benjamin moore, etc. the easiest way is to tell her "yes im using that paint", or get her to understand how accurate your paint matching techniques are or whatever and guarantee that if it doesnt match you will redo it to her liking at no charge

Answer 8

Repair shops CAN use paint for a specific make of car - and occasionally, they HAVE to, when they can't match.

Answer 9

Maybe they should use LEXUS paint on her Hyundai.....it might be WORTH more!! Just goes to show.....you just can't PLEASE some folks!!!

And...why would you take a car to MAACO ANYWAY?!!??

And to quote Robert Earl Keen - "Merry Christmas from the family!"

Answer 10

my guy mixes his paint,,,just explain it like u did here,,,if she insists on genuine Hyundai..send her down the road...