a bad day?

Next Article

Leave no stone unturned to analyze problems and P

May/June | 2013 | Vol. 3, No. 3

The Technicals

Diesel exhaust f uid Page 13 | Fluid-injection for NOx reduction

Real-world voltage drop testingR Page 26 | Leave no stone unturned to analyze problems and P discover solutions d

Electric fuel pump diagnosis — Part II Page 38 | Houston, we have a problem

Suspension tips and tricksS Page 52 | Save time, increase prof ts with these savvy solutionsP

Straight Talk So you think you’re having a bad day? | Page 6

Tech Tips From a Honda reset to f ood cars cautions | Page 50

Tool Review Ozone generator eliminates interior odors | Page 62

Departments

Technical Service Bulletins Acura, Nissan and more | Page 64

Quik-Link Your connection to free information | Page 68

The Toy Chest New and innovative equipment for your tool chest and shop | Page 71

So you think you’re having a

Mike Mavrigian | Editor

bad day?

Probably every shop that deals with the bucked. Once again, the shop cleared the public has a host of horror stories that codes and (to make a long story short) involve "the world's dumbest" actions decided to ref ash the ECM. The car ran on the part of some customers. This might f ne and was returned to the customer. This range from failure to check engine oil level, process was repeated about four times over resulting in engine failure, while claimthe course of a month, with the customer ing a defective engine; to loading massive becoming increasingly irate with each visit. amounts of weight in the trunk that results During the last visit, one of the techniin their claim of ill-handling and premature cians noticed a set of four drilled holes on tire wear; to adding diesel fuel to a gasoline the inner fender that were def nitely not engine's fuel supply, accompanied with factory. It turns out that each time the the excuse that because the diesel nozzle customer returned home, he installed an handle was green, "I thought that meant it aftermarket controller that he purchased was eco-friendly." on eBay and tried to program it himself

You wouldn't believe some of with his laptop, without a clue the things that parts manufacabout what he was doing (of turers, warehouses and other course, before returning to the repair shops deal with on a daily shop, he removed the controlbasis. Some of these stories ler and tried to hide the wiring are enough to make your hair harness). stand on end. For your amuseA female customer routinely ment, here are a few real-world complained about a bouncexamples (yes, these things ing brake pedal. Each time she really happened). You just can’t make visited the shop, the technician

A youngster (probably around up stuff like this. A quickly diagnosed warped front 18 or so) brought his 2004 store’s customer purbrake rotors. The f x required Camaro to a shop because of a chased a set of pistons, then returned replacing the rotors and pads, driveability issue that initially the set for a refund. at which point braking perforinvolved stumbling and "check He failed to mention mance was returned to original. engine" light on. After diagthat he cut one of The customer, who displayed nosing an EVAP leak and dirty them in half, apparently out of curiosity. very little patience, showed injectors, the shop performed up about once each month the repairs, test-drove the car and everywith the same complaint. Each time, the thing was peachy. Codes were cleared and shop went above and beyond by replacing the car ran f ne. The customer picked up rotors on a warranty basis. By the way, the the car, only to return a week later comtechnician involved was always very careful plaining that the engine was diff cult to to tighten the wheel nuts using a quality start, and when it did run, it misf red and torque wrench, tightening in the correct

Circle 103 on Reader Service Card

sequence. After four visits for the same problem, it was evident that this could not be a case of that many "defective" rotors.

What nobody realized early-on was that her son regularly washed and detailed the car in order to earn his allowance. Each time, he removed the wheels in order to clean the entire wheel/tire package. When he reinstalled the wheels, he used a long breaker bar and "leaned" on it with all of his might, tightening in a circle instead of in a crisscross pattern. Once the root of the problem was found, the female customer screamed at the shop owner for not providing "car cleaning" instructions.

A wonderful example of sheer stupidity involves a do-it-yourselfer who tried to install threaded rocker arm studs with a hammer, thinking that they required a "press-f t." Hey, I couldn't make up this stuff. You guessed it — he returned the heads and studs claiming defective goods.

Torque wrenches are intended to tighten a threaded fastener to a specif c elastic point to apply required clamping force when installing a component. They should be treated carefully and should be well cared for to maintain calibration.

A tool vendor related a story of a customer who returned a 1/2-inch-drive ratcheting torque wrench because the tool was defective and "a cheap piece of junk."

When the vendor asked why the torque wrench was bent and dented, the customer complained that he couldn't understand why such an expensive tool wouldn't work as a pry bar with the aid of a sledge hammer. Unbelievable.

So, the next time that you deal with a customer who apparently has the IQ of a box of rocks, calm down and smile, and remind yourself that you're not alone.

There are plenty of morons out there for all of us. ●

Have your own story of customer stupidity? Send it to mike.mavrigian@bobit.com.

Circle 104 on Reader Service Card

3515 Massillon Rd., Suite 350 Uniontown, OH 44685 (330) 899-2200, fax (330) 899-2209 Website: www.autoserviceprofessional.com

Editor: Mike Mavrigian Mike.Mavrigian@bobit.com Managing Editor: Lori L. Mavrigian Lori.Mavrigian@bobit.com Senior Editor: Bob Bissler Bob.Bissler@bobit.com Contributors: Bob Weber/Automotive Technical Writer Alex Portillo/Diagnostic & Driveability Specialist Bob Rodriguez/Hybrid & Alternative Fuel Specialist Advisory Board: Dan Paddy/Dan Paddy Service, Seville, OH Frank Dannemiller/Mobile Service & Repair Co., Wadsworth, OH Bob Fall/Fall Automotive Machine, Toledo, OH Scott Gressman/Gressman Powersports, Fremont, OH Greg McConiga/O’Daniel Automotive Restorations, Ft. Wayne, IN Art Director: Neal Weingart Neal.Weingart@bobit.com Production Manager: Karen Runion Karen.Runion@bobit.com Publisher: Greg Smith Greg.Smith@bobit.com Sales: Dan Thornton djtinc@gmail.com (734) 676-9135 Mobile (313) 410-0945 Michele Vargo Michele.Vargo@bobit.com (330) 899-2200, fax (330) 899-2209 John Dyal The Dyal Company John.Dyal@bobit.com (760) 451-5026, fax (760) 451-5039 Marianne Dyal The Dyal Company Marianne.Dyal@bobit.com (760) 451-9216 Customer/Subscription Service Tammy Katata, (800) 991-7702

Auto Service Professional is a Bobit Publication Executive off ces: 3520 Challenger St. Torrance, CA 90503 Chairman: Edward J. Bobit CEO & President: Ty F. Bobit Chief Financial Off cer: Richard E. Johnson Vice President & COO: Cyndy Drummey