Some people assume Gen Z avoids phone calls out of laziness. The data tells a different story. According to a 2024 Uswitch survey, one in four adults aged 18–34 never answer phone calls at all and 70% of that group actively prefer text over voice. For anyone buying car parts online, that shift is reshaping not just communication, but the entire support experience.
When a part doesn’t fit, a shipment goes quiet, or a return needs processing, the first instinct used to be to call the shop. Today, for a growing share of drivers, especially younger ones managing older vehicles on a student budget, the instinct is to open a chat window. The reasons are practical rather than generational.
Why phone support keeps failing drivers
A phone call in customer support is a one-time event. You wait on hold, provide your VIN, your make and model, explain your issue, and if the agent can’t resolve it, you start over with someone new. There’s no record, no screenshot, no thread to reference. For a technical purchase like an auto part, where compatibility depends on precise details, that’s a significant risk.
The broader online auto parts industry hasn’t caught up. Many retailers still route customers through automated menus, limit live agent hours, or offer no clear path to escalation when a bot hits its limit. For a driver in Eugene with a 2008 Civic sitting in a parking lot, “please hold” is not a solution.
Some platforms work differently. AUTODOC, a European online auto parts retailer operating across 27 countries, publishes specific support commitments: first response within 30 to 60 minutes, and complex issues escalated to a live specialist within two minutes with bots handling only routine queries. For cases involving tracking or returns, there’s a direct channel: [email protected]. In an industry where support transparency is rare, specific numbers are worth noting.
What a chat thread can do that a call cannot
Buying a car part is not like buying a phone case. Compatibility errors are common. A written chat thread creates a paper trail of what the site confirmed, what the agent advised, what was agreed. If a return becomes necessary, that record matters.
Galyna Stepanova, Head of Customer Feedback at AUTODOC, put it plainly in a LinkedIn post: “Feedback is not ‘post-purchase’; it’s part of the purchase itself.“ From her position reviewing customer data, a single complaint about a delayed shipment status triggers an internal audit and not just a refund. Written communication makes that audit possible.
Scale reinforces the point. AUTODOC launched its marketplace in the United Kingdom in February 2026, making it its tenth European market. Throughout 2025, the platform generated more than 190,000 orders and ended the year with 1.2 million listed offers across roughly 440 sellers. “By integrating local sellers into our platform, we are not just expanding our assortment, we are building the go-to platform for vehicle parts and accessories that connects millions of drivers in Europe with the exact solutions they need,” said Dmitri Zadorojnii, CEO of AUTODOC. To maintain consistency at that volume, all marketplace sellers operate under defined performance metrics and service-level agreements.
There are still moments when calling wins
Chat is not the answer to every problem. Complex diagnostics, like figuring out whether a noise is the CV axle or the wheel bearing, benefit from a real-time conversation with someone who knows the system. If you’re describing a symptom rather than ordering a confirmed part number, a phone call with a mechanic is the better choice.
The practical split: use chat for orders, compatibility checks, tracking, and returns. Use a call for diagnosis. Knowing the difference saves time on both ends.
What this shift actually means for you
The move away from phone calls in auto parts retail isn’t just a trend; it’s a structural shift driven by how people manage information. A chat thread is searchable, shareable and accountable in ways a phone call never will be. For drivers buying parts online, that accountability is the point.
Sources: a 2024 Uswitch survey; LinkedIn posts by Galyna Stepanova, Head of Customer Feedback at AUTODOC, and Dmitri Zadorojnii, CEO of AUTODOC SE; and an official AUTODOC SE press release dated February 26, 2026.
