Canadian Technician March 2014 by Annex Business Media

How good is that part? Publication Mail Agreement #40063170. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

... because your reputation hangs on the quality of the parts you use

ALSO: Uni-Select announces

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contents

Canadian Technician – March 2014 – Vol. 19 No. 2

FEATURES Keeping a Close Eye on Quality .......................................17 There’s a growing perception that the quality of aftermarket parts has been slipping. We wanted to ﬁnd out what part manufacturers had to say about that.

Case Study: The Soggy Volkswagen ................................23 Jeff Taylor tackles a tricky assignment: identifying the single fault for multiple issues on a customer’s 2004 VW Beetle. The solution was elusive… but he found it!

COLUMNISTS Collective Wisdom by Alan Beech ...................................... 14 The Car Side by Rick Cogbill ................................................ 30

DEPARTMENTS Service Notes .................................................. 5 Letters .............................................................. 6 Out & About ..................................................... 9 EyeSpy ...........................................................11 By the Numbers ............................................12 Products.........................................................26 Ad Index .........................................................29

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SERVICE NOTES CANADIAN

Mutually assured success Your jobber wants to see you thrive… and will work with you to make it happen.

NUMBER 2

451 Attwell Drive, Toronto, Ont. M9W 5C4

By Allan Janssen The jobber business is a complicated one. Reduced to a few words, the job sounds pretty simple: quickly deliver the parts that technicians need to fix their customers’ cars. But in an age of rampant parts proliferation, continually evolving automotive technology, and escalating customer demands, it’s just not as easy as it once was. Warehouse-distributors have turned to sophisticated logistics models and highly specialized enterprise resource planning software to ensure they have the right inventory to meet your needs. They use complex forecasting programs to analyze the market in great detail and figure out what parts are in greatest demand. And many jobber stores have been reconfigured for operational efficiency. Their online ordering systems are meant to make it easier for you to get all the parts you need – not just the ones you know about, but the ancillary parts that will complete the repair. Believe me, jobbers take the job very seriously indeed. Along the way, they’ve designed a wealth of programs to help you succeed in business, because when you’re profitable, they’re profitable. The irony is that a lot of shops do not take advantage of all the programs available to them. Shop owners tend to be fiercely independent, and while this trait may help them in some aspects of their business, it can also be a drawback. One of the biggest missed opportunities is training. Many parts distributors offer education for service advisors and technicians, as well as business courses for managers. These are not “infomercials.” These are practical classes designed by experts to make you better at your jobs.

VOLUME 19

Still, I hear from jobbers that it’s tough to get people out for training. Their customers complain that the courses are either too simple or too advanced. They’re too speciﬁc or too general. The techs don’t like giving up their nights. The shop owners don’t want them giving up their days. If training were a bigger priority for automotive repair shops, courses could be better tailored to meet their needs. If more shops took part, better courses could be developed. More subjects could be covered. The caliber of training would improve. Yes, there’s a cost – for both the jobber and the shop owner – but the investment would reap great rewards. I hope we’ll see the day when automotive repair shops, associations, and warehouse distributors work together, pooling their resources, to create a unified system of ongoing training and accreditation. If everyone contributed a very small percentage of gross sales, we could build an amazing national curriculum. This kind of cooperation would make our industry much more appealing to young people who want a trade where their skills can develop and their education will continue. It would help meet the growing demand for skilled technicians. It would make consumers more conﬁdent in our abilities. For now, though, we need to at least get the local model right. You can start by supporting your jobber’s efforts. Find out what training is on offer, and make a point to take part. Chalk it up as a business cost, and bring your whole team. We need a smarter, more unified workforce. Jobber training is step one.

EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@canadiantechnician.ca PUBLISHER Martyn Johns martyn@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $42.00 ($40.00 plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90. Copyright 2014. All rights reserved. The contents of this publication september not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

:H DFNQRZOHGJH WKH ÀQDQFLDO VXSSRUW RI WKH *RYHUQPHQW of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

I want to hear what you think. You can reach me at allan@newcom.ca MARCH 2014 CANADIAN TECHNICIAN

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LETTERS

LETTER OF THE MONTH

There are lots of ways to sell maintenance Preventive maintenance is definitely an intangible sale (“Flush-A-Phobia,” December 2013). But you can promote it easily by talking numbers with your customer. For example, it costs about $3000 to replace an automatic transmission. A fluid flush for $175 is a very small price to pay to make the transmission last longer. You can use this logic for almost anything on a vehicle. Educating consumers about how much longer components last when they are properly maintained is a very effective selling tool. The other problem is a lot of shops simply don’t ask enough questions about their customers’ attitudes toward maintenance work. Properly worded questions will give a good picture of a customer’s purchasing habits. At our shop, we consistently sell between 20% and 33% of the

PARTS QUALITY HAS BEEN AN ISSUE FOR A WHILE Joe Hasson hit the nail on the head with his letter about parts quality (Letters to the Editor, February 2014). We’ve been talking to suppliers about this very issue because we’re having the same problem. As a rule, we use premium quality brand-name parts. Lately we’re having more problems than ever before. I’ve had more warranty failures in the last year than I have in the previous ﬁve years combined! I don’t care if I can get a part for $20 cheaper, or if it comes with a free hat! I want good parts that will give my customer value for their money. At the end of the day, it is we, not the parts manufacturer, who get a bad rap when quality is an issue. We’re the ones who lose time and money doing jobs twice, not the manufacturer. Give us the quality back! Al Barton Neil & Watt Service Winnipeg, Man.

ARE BENEFITS INCUDED? I read every story in your November issue and really liked it. I had a question about “So... where’s the money?” (Collective Wisdom, November 2013). Alan Beech talks about “total expenses less technician wages.” Would he include group beneﬁt 6

ﬂushes we recommend. Our success is solely based on a soft-sell approach that explains our company philosophy about making customers’ vehicles last longer and cost them less to drive. Consistency is key. The more times you ask for the sale, the more sales you will make over time. Finally, remember that relationships are based on time spent together, not dollars spent. We should all strive to be maintenance shops that also do repairs, rather than repair shops that also do maintenance. Bob Ward The Auto Guys St. Thomas, Ont.

We’re sending Bob an Eye Spy poster for this Letter of the Month. Send your letters to allan@canadiantechnician.ca

insurance in with technician wages? Sébastien Riel Monsieur Mufﬂer Repentigny Repentigny, Que.

Hi Sébastien Thank you for your question. Yes, for the 40% of total expenses it would include the beneﬁts. This number is helpful to see if your expenses are in line. Please feel free to drop me a line anytime —Alan Beech alan@beechconsulting.ca

NOT ALL LUBE SHOPS OPERATE IRRESPONSIBLY Bruce Eccles praised CBC’s Marketplace for exposing fraud that occurred at a quick lube chain in Ontario (It’s Your Turn, December 2013). We agree that fraudulent practices should not be tolerated in the automotive maintenance and repair industry, and we applaud CBC’s efforts to help consumers recognize the good from the bad. However, we’re disheartened that Mr. Eccles did not differentiate between the sole business featured in that Marketplace piece and the thousands of quick lube shops that operate responsibly. One way to tell the difference is that professional operators participate in the Automotive Oil Change Association (AOCA), which has represented the fast lube industry worldwide since 1987.

AOCA members adhere to a code of ethics and a standard of service excellence. They follow the highest industry standards for training, customer service and business operations. Let’s not allow a few con artists to drive a wedge between professional operators and the motoring public. Emily Schmitt Editor, Automotive Oil Change Association Chicago, Ill.

LUBE SHOPS SHOULD HAVE TO FOLLOW SAME RULES I just wanted to thank Bruce Eccles for his article about fast lane lube shops. The automotive repair industry is made up of two sectors: the dealership and the aftermarket. Fast lane lube shops do not ﬁt in either sector. The automotive repair industry requires red-seal technicians. Fast lane lube shops do not employee licensed techs. Neither do they have the same burden that we have of high-cost equipment. They should just have to follow the same rules as the rest of us. Rob Nurse Bob Nurse Motors Peterborough, Ont.

CANADIAN TECHNICIAN MARCH 2014

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OUT & ABOUT

Uni-Select launches SmartLink New program gives independent repair shops telematics capabilities. Uni-Select has launched a telematics program for independent automotive repair and service shops. The program, dubbed SmartLink, is powered by Delphi Automotive PLC, and is available to repair shops within Uni-Select’s network in Canada and the United States. “SmartLink is a wireless communication tool that delivers many of the same connected features offered by OEMs,” a company news release states. As an aftermarket program, however, it gives consumers an option to connect their vehicles regardless of the make or model. It features a “plug-and-play” device that is installed in the OBD-II port under the vehicle dashboard, connecting the car to a data-management tool designed for Uni-Select and accessible on any desktop, tablet, or smart phone device. It will provide customers with reminders and customized alerts, as well as educational tips about preventive maintenance. Communicating directly to the consumer’s preferred professional service center, SmartLink includes OE maintenance schedule notifications,

service history, check engine light notiﬁcations, stolen vehicle locator, and battery life monitoring. Uni-Select says the program also makes follow-up with customers and appointment scheduling easier – elements which aid customer loyalty. “We are proud to offer our professional service centers, fleets and independent auto parts stores a premium quality telematics solution to connect the vehicles, the drivers and the repair shops,” said Uni-Select president and CEO Richard Roy. “We are dedicated to providing repair shops with the best business programs to help them manage and grow their businesses, and this innovative solution program illustrates this commitment.” “SmartLink creates a connection throughout the entire aftermarket value chain, encouraging better relationships with each link,” said Philippe Desnos, president of Delphi Product & Service Solutions. “We are excited to be working with Uni-Select, and that our telematics technology will be available nationally from such a well-respected leader in the automotive aftermarket.”

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Industry mourns Lordco founder Ed Coates Ed Coates, co-founder and owner of Lordco Auto Parts, passed away suddenly and unexpectedly Feb. 18, 2014, at the age of 65. Coates was regarded as a leader in the Canadian automotive aftermarket. He grew his chain of automotive parts stores to over 100 Ed Coates locations, making Lordco a dominant player in the British Columbia market. In 2011, he was the recipient of the Automotive Industries Association of Canada’s Distinguished Service Award. “There are people from across the country that are touched by this,” said

AIA president Marc Brazeau. “Ed was someone who revolutionized the game in our industry.” Brazeau described Coates as a proud Canadian who particularly loved his home province of British Columbia. “He worked hard to build a successful company in British Columbia,” Brazeau said. “He surrounded himself with great people, and did business in a way that was very innovative, very-much focused on the total customer experience.” Coates is survived by wife Marlyn; children Ian, Samantha, Candace, and Sarah; and brother Doug.

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OUT & ABOUT

F-M to buy Afﬁnia chassis business synergies, and beneﬁt the company’s customers globally. When fully integrated, FederalMogul’s chassis business will include a wider range of wheel-end and steering products, including tie rods, ball joints, suspension and steering linkages, and alignment products.

Finding balance away from the shop

Helen E. Grose

Federal-Mogul has entered into a purchase agreement to acquire Afﬁnia’s chassis components business. According to the company, the deal, like a recent purchase of Honeywell’s friction business, will broaden Federal-Mogul’s product offering, provide operational

Apprentice tech leaves it all on the ﬁeld

p to ase u g gre al event. in t t d ge a spiritu uilt to b ar an s, our c any of u® ﬁlters are ollect y n o c m g r y IX o e in f h Work lbows is, oul. And Wt’s why t life and a s e ’s your d for the tuary. Th your car cebook nc Fa oo g It’s g t your sa xtendin Visit our stomers c u y. ,e prote ore dirt efﬁcienc atch our c m w el 45% ing its fu R code to s. e rv Q prese r scan the for engin n o io e s s g a a p p their share

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One shot, and he was hooked. Steve Herteis, a third-year apprentice technician, has been playing paintball in a competitive Ontario league for ﬁve years now. It’s his favourite way to de-stress after a long week at the shop. “When you’re on the ﬁeld, nothing else matters,” he says. “The rush of adrenaline is what I love most about the game. It’s so addictive!” Steve is one of 12 members of the Essex Distortion tournament team in Kitchener-Waterloo, Ont. They meet at least once a week for practice during paintball season. Last year they ranked third in Ontario, and earned $3,000 in tournament winnings. “Whether we win or lose, we always have fun. I’ve made so many new friends through paintball, it’s a real community sport.” While he admits it’s not all about winning, he is certainly committed to the team. Last year he bought a purple gun and purple cleats to match his team colours. “You have to look the part!“ he said. “I’m always looking for new guns and accessories to improve my game.”

How do you ﬁnd balance? Send your story and a high-res photo to sarah@canadiantechnician.ca.

CANADIAN TECHNICIAN MARCH 2014

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Precision Brand

‘Be Car Care Aware’ program getting new push The Automotive Industries Association of Canada is breathing new life into its Be Car Care Aware program, with hopes that Members of Parliament will take notice. Meeting with the program’s sponsors in Toronto last month, AIA communications coordinator Stephanie Miksik unveiled a new advertising campaign aimed at explaining to politicians why regular vehicle maintenance is so important. Three different ads will run in The Hill Times, as well as Power & Inﬂuence magazine, and will focus on stories from car owners and repair shops. “Advertising in the Hill Times is purely an awareness campaign,” said Miksik. “It’s a really great way of showing the value of our industry. We keep people safe on the roads, and we help people drive their cars longer.” AIA also wants to raise the program’s

public profile. It will launch a redesigned website in May, with features like blogs, social media feeds, and a “partners page” that links to Canadian Car Owner magazine and other related publications. The new site will also have a testimonial section, and a directory of Be Car Care Aware partner shops. Repair shops can purchase pointof-sale kits, which include pamphlets, inspection checklists, decals, and a “Car Care Minutes” DVD with several short videos on the importance of proper maintenance. AIA Canada says the recent changes to the Be Car Care Aware program have largely been due to budget cuts, but also because of changes in staff. “The new communications team here really sees the value in the program and the potential that it has not been able to achieve yet,” said Miskik. “We’re investing a lot of time and effort to allow the program to grow.”

EYE SPY What a diff! Vince Price, owner of Price Automotive in Lamont Alta., sent in this picture of the rear differential on a 2005 Ram 3500 4x4. The rear drive shaft was in the box of the truck with the slip yoke and rear u-joint broken. “The truck had been driven in on the front wheels and left outside for the night,” he writes. “We could not get the truck to move until the rear wheels freed up. When we removed the differential cover, we discovered this mess of ice and oil inside it!” Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca

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OUT & ABOUT

By the numbers

Stats that put the Canadian automotive aftermarket into perspective.

1 in 4

‘Detroit-3’ vehicles (Ford, GM, and Chrysler) expected to be on Canadian roads in 2015. That’s a 180° shift from 1993, when three out of every four vehicles was a domestic.

395

The number of LEDs in the 2014 Mercedes Benz S-Class – the ﬁrst-ever “bulb-less” car.

52,533

The number of ‘import nameplate’ vehicles purchased in Canada during January 2014.

13%

How much more likely Canadians are to buy a product or service after they’ve connected with the brand through social media.

46%

The number of Canadian baby boomers that are not conﬁdent they’ll be ﬁnancially stable in retirement. That’s up from 20 per cent in 2006.

5:2

The ratio of DIFM to DIY brake jobs performed in Canada last year.

1.6

MILLION The number of barrels of crude oil Canadians consume each day.

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2.8

The current number of oil changes per car, per year in Canada.

86% The number of vehicles sent to Canadian scrap yards with original shocks and struts.

22,225

How many more light trucks were purchased than passenger cars in Canada in January 2014.

27%

How much of Canadians’ time spent online was on social media sites. (That number now outranks porn!)

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COLLECTIVE WISDOM A management feature that explores the lessons learned in peer groups.

Parts predicament An obsession with buying parts at the best possible price can lead you down the road to ﬁnancial ruin! By Alan Beech

HI DOMENIC Thank you for your letter. I understand your situation and commend you for keeping your family’s needs front and centre in trying to balance your time and also respect your shop responsibilities. I also understand that you want to deliver the best value to your customer. I sense from your comments that you think the major reason customers come to your shop is because of price. I want to rural LAN DEAR Aall three-bay shop in ae front challenge this thinking, Domenic, because I phoned around and m th I run a s self on y learned about the great reputation your shop has for doing quality m s is n nity. It technicia d e work. Your guys are efficient and you’ve invested in some really s commu n e c li e with two op. I hav h s great equipment for your shop. Obviously you truly care about the e th counter e in ss and pprentic e a in work that is delivered from your business. e s n u o b d an the e of hard in s k u r When we as shop owners start thinking we have to be the a o c w e b rs had to ily suffe s k m s fa cheapest in town, it can lead us down the road to financial ruin. ta y e m th t of find tha t in. One u p is When we’re so focused on the lowest price, we tend to forget I e rs u tim ho h of my the long c u the more important aspects to customer satisfaction: quality of m I . s s ber nsume ning job o h that co work, friendly staff, and timeliness of repairs. p d n a job ng jobs calls per e Customers will bring up price early in the discussion because re estimati th t as ake at le price on t m s y e it is the easiest for them to discuss and it is much harder to ll b a u e s u g th take m gettin to I’ e quantify quality of work the way you can with price. rs r e u s m n usto to e nd for my c a te p Although there is always somebody who will provide the a o h h s d r e parts. I’ to anoth s e k te service cheaper, there is a shortage of shops that can provide a o u m q ld y ou one of m high. It w is the quality service that you do. n g a in C c y pri honest. be told m Let me explain why I believe that. Your extraordinary being dis m I’ ed up e k li help spe effort to get the lowest price part is not serving you or your to me look n o ti est a solu customer in the long run. The first way you’re hurting you sugg is takes? th e yourself is the amount of time this takes when you’re trying m ti the to create an estimate. You and I both know that a lot of ic n e —Dom jobs are time sensitive. Your customers want to get their cars back as soon as possible. All the time you’re spending on the phone is slowing down the process. The last thing you want is a couple of frustrated technicians standing around waiting for work, or an impatient customer in your waiting area wondering why his car’s not ready yet! Instead, take the time to negotiate a proper buying program from one or two suppliers and review their pricing on a regular basis. Maybe once a year make some calls to make sure you’re getting the right price for your loyalty. It is neither necessary nor practical to double check prices every single day. That’s time you can’t afford, especially in a busy shop 14

CANADIAN TECHNICIAN MARCH 2014

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with only one person on the counter. You’d be much better off spending that time getting to know your customers or supervising your staff. The other reason I’m concerned about the shopping around for the lowest-priced parts, Domenic, is it leads to installing economy parts. We all know that cheaper parts don’t last as long as premium parts. They’ll end up costing your customer more money in the long run when the job needs to be done twice. There’s a price to pay for putting economy parts in a vehicle and part of that price is the damage it can do to your reputation. Yes, premium parts cost more, but they work better, last longer, and enhance your reputation for quality work. When you’re putting an economy part in the vehicle, it brings down your gross sales. You may believe you’re still making the same gross profit margin on the cheaper part, but you can’t take margin to the bank. Your computer system has a pricing matrix that allows you to make the same percent margin no matter what the buying price is. Follow this example: Let’s say you double the price of every part that comes in. A brake rotor costs you $30 so you retail it for $60. In this scenario, you’ll end up making $30. You phone around and you find an economy part, and you save $10. Your purchase price on this rotor is $20. You double the part and you retail it for $40. Now not only did you sell the customer an inferior part, but you only made $20 on it. You lost $10 in profit. That may not sound like a lot of money. But with two brake rotors on the car, the actual loss is really $20 and the cheaper part reduced your sales by 30%. Can you afford a 30% reduction in parts sales? Worse, your customer got a cheap part that might not last as long. Now let me go back to your letter. You said it is important for you to be honouring the time with your family. If your business were running more profitability, you’d be able to consider hiring a second person for the counter. This would be a huge step in achieving a balance between home

and work. Having a second person on the counter would give you time to work on your business rather than in your business. I know that most of your time these days you have your head down just serving customers all day long. Not only is that exhausting, but it leads to short-sighted decisions because you never get a chance to look at the big picture. If you had a second advisor you could possibly join one of our peer groups and dramatically improve your business by spending one day a month really focusing on ways to improve and grow your business. Or maybe you could ﬁnally have that holiday you and your wife deserve. In closing, Domenic, take conﬁdence in the fact that you run a great shop. Rather than spending so much of your

time on phoning around to get the best parts price, negotiate your pricing once a year on top quality parts. Then concentrate on giving great customer service, quality work, at a fair price and you will have a business that will continue to grow for many years to come. Great customer service and high-quality work are the foundations on which you want to build your business.

Alan Beech is The Shop Coach, helping independent auto shop owners like himself rediscover their passion for the auto service business. You can reach Alan at alan@beechconsulting.ca

MARCH 2014 CANADIAN TECHNICIAN

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Quality control

A growing perception among service providers is that aftermarket parts are failing more frequently. Is the perception accurate? By Allan Janssen

The problem is not a new one. People have been discussing the ﬁt, form and function of aftermarket parts for decades – probably since the very ﬁrst third-party replacement part was introduced as an alternative to an original equipment part. And while it’s generally acknowledged that the quality of aftermarket parts improved steadily through the 1990s and early 2000s, there seems to be new concerns about parts quality in recent years. The subject comes up with alarming frequency on technician forums and at industry events, where vocal technicians and shop owners insist that product quality – even among the industry’s most trusted brands – is slipping. It’s a real concern, because their reputations hinge on installing

high-quality aftermarket parts. In our last issue, the letter of the month was by Joe Hasson, owner of JMH Auto Sales & Service in Guelph, Ont. Hasson said it’s getting harder to count on high-quality product – even from the best aftermarket companies. “We are experiencing way too many fit-and-function issues, and far too many comebacks due to parts failures and customer complaints,” he wrote. “The manufacturers need to address this quality issue very quickly or they will force the shops that want to fix every vehicle right the first time to buy OEM parts from the new-car dealerships.” Since that letter ran, similar sentiments have been expressed in numerous letters and phone calls that have come in to Canadian Technician. The concern is simple: the problem of parts quality seems to be getting worse. Readers speak of parts that don’t fit, look, work, or last like they should. In a phone conversation, Hasson said that while he has noticed the phenomenon for the last four or five years, quality really seems to have taken

a slide in 2013. “We went from having a problem maybe once a month, to the point where now we’re hard pressed to go through a day when we don’t have an issue,” he said. “It has become very frustrating for us on the front line. We’re seeing issues with even the main product lines that we used to never ever have problems with.” He said he wants to offer his customers premium products that are going to last as long as the OEM product that was just removed. “We tell our customers, ‘You’re not going to have a problem because this is what we feel is the best.’ When they’re back in two months or six months because the part failed, it doesn’t look good for the aftermarket industry as a whole,” he said. Now, it can be difﬁcult getting part manufacturers to speak openly about quality concerns. No one wants their brand associated with failures, complaints, or returns. But at a recent trade show, some automotive parts makers acknowledged the perception is definitely out MARCH 2014 CANADIAN TECHNICIAN

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there that quality is slipping. Some, in fact, were remarkably candid about the pressures and challenges facing the manufacturing sector in recent years. The perception that quality is declining can be attributed, they said, to a number of factors. Market pressures

When the North American economy stalled in 2008, few industries were harder hit than automotive. As people tightened their belts, new-car sales immediately dried up and it was expected that consumers would start spending more on maintenance and repairs to keep their existing cars running. That didn’t materialize to the extent that many experts predicted. Instead, consumers responded by looking for deals. ‘Second line’ sales grew. Some manufacturers resorted to saving costs where they could: scaling down their engineering departments, their quality control departments, and their research and development departments. As one executive said, “It costs more to produce a better part. Engineering and quality control are quantiﬁable costs. If the market is demanding cheaper parts, you have to cut costs where you can.”

with regard to premium manufacturing materials. There are times when companies are forced to accept the use of inferior materials because of the cost or availability of ideal materials. Parts proliferation

Some call it a runaway problem. As vehicle manufacturers adopt new technology and diversify their fleets, the number of stock-keeping units (SKUs) skyrockets. Efforts by suppliers of replacement parts to keep the SKU count down to a manageable level are admirable… but sometimes not workable. Creating parts that fit on multiple applications helps keep inventory costs down. But as a consequence, the part doesn’t always fit every application perfectly. Parts manufacturers readily admit that they walk a tightrope trying to find the optimal number of SKUs to serve the market. In some cases, the number of parts required to cover the market properly is so high they are forced to supplement their own product with parts manufactured by third parties. It is these thirdparty suppliers – often smaller companies with limited quality control capabilities– that fuel perceptions of inferior parts.

Supply chain challenges

While we’ve seen a decade of continuous improvements in product quality from manufacturing plants in low-cost countries, these countries have been particularly hard hit by recent economic conditions. Among the many factors involved in maintaining quality levels is the changing worldwide demand for cheap labour. In fact, many Western companies have begun to return manufacturing to their own shores, causing unintended consequences in manufacturing quality and output in some regions of the world. Companies that have not kept a particularly watchful eye on output in these regions may have experienced a drop in product quality. Correcting the fundamental issues is a process – and not a quick one. Parts suppliers also have to contend with global supply and demand issues 18

Rising expectation of users

As has been noted, there was a steady improvement in aftermarket product quality in recent decades. Some manufactures believe that recent complaints of quality issues reﬂect the service industry’s elevated expectations. Installers have become used to quality gains. Ever-smaller issues are being perceived as major problems. Warranty abuse

You can’t get away from this one. Whenever product quality is discussed, the subject of unjustified returns comes up. Many manufacturers quantify returns and do detailed failure analysis. Their findings suggest that a significant number of returns were not their fault at all. For example, return rates in some categories may exceed three percent, but the true failure rate can be shown to be less than a half of one percent.

A factory technician tests a fuel pump that was returned as defective. Manufacturers say warranty abuse is rampant in the auto repair industry.

That leaves a lot of parts that should not have been returned. Manufacturers typically accept returns without comment so as not to lose customers. “We can’t challenge every return,” said one executive. “You just mark it down as a cost of doing business, but the truth is there was nothing wrong with most of the parts that come back.” He says parts are often mishandled, incorrectly installed, or used as a ‘known good.’ For customers that show abnormally high return rates, they can offer training to improve success. The perception that quality has declined is just that, a perception. It is not accurate and not fair to aftermarket suppliers. Whether the perception is accurate, product quality remains a concern for many service providers. It is in the interest of both the suppliers and the end-users to work together more closely, said Hasson. He has begun to work more closely with his suppliers, bringing concerns up regularly, and making sure they’re being heard by the manufacturers’ area reps. “If the company isn’t made aware of the speciﬁc problem, they can’t ﬁx it,” he said. “It is going to take our industry as a whole saying, ‘Hey guys, we’re having issues here. We need a better product so the aftermarket can keep pace with the dealerships.’” We need to be vigilant about parts quality, he said. “It cannot be ignored. If it is left too long, it leaves a bad taste in the mouths of consumers,” he said. “And then every aftermarket shop loses.”

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There were multiple issues with this 2004 VW Beetle… ﬁnding the single fault that would ﬁx them all was proving to be pretty tough!

By Jeff Taylor There’s a built-in reward to automotive repair. Solving problems makes you feel good. The harder the problem is to solve, the better you feel. Well, I had a difficult encounter with a 2004 VW Beetle recently that left me feeling great! This was one of the most challenging jobs I’ve had in a long time. The car was experiencing a number of issues. • No power windows, power door locks, or power mirrors from the driver’s door switches; • The power window on the passenger side would go up and down with the power lock switch, but the locks wouldn’t work; • The power fuel door wouldn’t work.

• Oh, and on a side note, the customer had left the sunroof open in the rain on a number of occasions. The interior had been well soaked a few times. This was certainly an interesting collection of conditions. I was looking forward to digging in. I started, as I always do, by going through the basics. All the complaints were veriﬁed and fuses were checked. Then I hooked up a scan tool to see what would come up. I got only one code: 01329 - Comfort system data bus in emergency mode.” Emergency mode? That sounded pretty serious… but what did it really mean? And the big question was whether this one code explained all the issues the car was experiencing. With the scanner still attached, I could see that the driver’s door switches for the windows, locks, and mirrors were changing state and sending the request to have them operate… but there was no operation. I also noticed that the bidirectional controls for the windows on the passenger side wouldn’t work, but get this: the MARCH 2014 CANADIAN TECHNICIAN

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Communication is the key If your customer is going to experience something unusual when they get their car back, make sure they know about it ahead of time. It will prevent the kind of confusion and frustration that can derail customer satisfaction. For example, if they’re going to hear a scraping sound when they start the car, it would be good to explain that the solenoids are communicating with the control module. If they’re going to feel a vibration the ﬁrst time they turn left, let them know that the Electronic Stability Control may have to perform a self-test. In the case of the soggy buggy, it had to go back to the client several times before it was completely ﬁxed, and each time, shortly after he left the shop, the customer noticed that the spoiler would go up and down seemingly on its own. In the customer’s mind, this was just another example of the car’s core problem. It was doing crazy, inexplicable stuff! In fact, the spoiler activation had nothing to do with the core problem at all. Whenever there is a power interruption, the spoiler light will come on and remain on until it can complete a self-test when it gets up to speed. That’s how it resets itself. If it can’t complete the cycle, it sets a body code. I should have warned him that I hadn’t had a chance to do a road test, and the moaning and groaning he was about to hear from the spoiler was perfectly normal. It was a reminder to me to make sure that whenever customers are going to experience something unusual, let them know before they have a chance to wonder what it is, and possibly get upset about it!

Door lock switch drivers side.

window switch would change the lock state, and the lock switch would change the window state. You could operate the window using the lock switch. How could this be? I decided to start on the passenger side, checking for broken wires in the ﬂex joint from the A-pillar. Dead end. They were all OK. Removing the door panel, I noticed that the connectors for the lock switch and window switch were exactly the same. I immediately suspected they’d been hooked up incorrectly from a previous repair. Checking the wiring diagram, I found that indeed, the connectors had been hooked up incorrectly. Reversing them, however, did not ﬁx the power locks or remove the communications code. On the positive side, the passenger window was now operating properly with its own switch. Hmmm. On the VW Beetle, there’s a control module in each door that controls the locks, windows, mirrors, and many other features in the door. These modules talk to other modules in the vehicle through a twisted pair of communication wires. I was leaning pretty hard on the assumption that the driver’s door module had been damaged by the reversal of connectors. I figured it would also explain why I was seeing the error code. But checking all the powers and grounds to the module didn’t reveal any issues. Whenever the module was unplugged, the communications error code would go away. So I pulled the trigger and ordered a module. The module showed up the next

Electric fuel door.

day. I crossed my ﬁngers and plugged it in and… nothing happened. After the initial disappointment, I reviewed all the basics. I knew I must have missed something. But what?! Using a fused jumper and ground wire, I could make the windows and locks work. So I knew they would function if I could just get the module to talk to them.

In the ‘up’ or ‘down’ setting, the door lock screen showed a litany of problems.

I started going over the wires in the driver’s door. Maybe the reversed connectors had caused an issue I wasn’t seeing. When I opened up the harness going to the A-Pillar, I found one very small broken wire in the twisted pair of communications wires that connect the driver’s door module to the network. There were also a couple of wires that were cracked. They didn’t look broken and they weren’t touching anything, but they were suspect. So I repaired all

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THE RIGHT BLADES MATTER. Fuel door and truck release.

three wires, figuring that would solve the problem. Nope. I’d fixed the communications issue. There were no codes now (the module had been in emergency mode because it only had one data BUS wire in operation). But I still had no windows, locks, or mirrors. This was getting frustrating. What was I missing? I was sure I had all the stuff needed to make the system work. I had power, grounds, communications, and switch inputs at the drivers and passengers door modules. I studied each part of the wiring diagram and made notes on each circuit. That was when I noticed that these modules talked to the Central Control Module for Central Convenience (J393). Could this be the problem? There was next to nothing on this in our information system and when doing a module scan, it talked and had no trouble codes, so I didn’t think it was the issue. How could I be sure? A good friend of mine has the same make and year VW so I asked him if I could plug my J393 module into his car to see what happened. He agreed and when I plugged it into his car, everything worked just fine. So I knew that module wasn’t the issue. At this point, I wanted to ask a German witch doctor to reverse the spell on my broken Beetle. Instead, I kept staring at the wiring diagram. I knew that the answer was in there somewhere. I started to go over the pins and connectors on the J393, checking for power and ground. Everything was

Power window switch.

checking out until I got to one pin that should have had 12 volts on it. It had nothing. This was the “ah-ha!” moment I’d been waiting a day-and-a-half for! Looking at the wiring diagrams, I saw that this power was coming from a fuse in the fuse panel. Had I missed it? The answer was no: the fuse was there and it was working too. But the fuse box wasn’t sending the power out through it. Hooking up a fused jumper wire to the power feed on the J393, I tried the windows… and they worked. So did the windows. So did the locks. Even the power fuel door worked. Everything was working! The “central control module for central convenience” is the brain behind the locks and windows. It tells the other modules – like the driver’s door module – what to do, using various different networks. The fix was a new fuse box. Had it been damaged when the sunroof had been left open in the rain? I couldn’t be sure, but the problems where fixed. The road to this repair was not easy. It would have been tempting to keep throwing parts at it, but that is not an intelligent way of solving a complicated repair. It is better to keep calm, take a deep breath, and go over every step again. Something is wrong somewhere and if you’re patient, you’ll eventually figure out what.

Jeff Taylor is lead technician at Eccles Auto Service in Dundas, Ont.

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PRODUCT CENTRAL Business software

Circuit tester The new Snap-on Digital Display Circuit Tester (EECT400) has an LCD display that provides a “noguess” voltage value of the circuit and a backlit LED that indicates red for power or green for ground. It provides surge-protected +-0.3v accuracy from

3 to 19.99v, and a computer safe circuit draw of <10mA. It also features a solid copper clip for maximum electrical signal transfer, and is designed so that technicians will have one hand free to wiggle wires, replace a fuse or operate a switch. tinyurl.com/ct-prod-669

Diagnostic tablets Matco Tools is expanding its line of diagnostic products with the launch of Maximus 2.0 and maxGO. Both open Android operating system tablets provide similar features to the company’s original Maximus tablet, along with a new, thinner design. The new tablets are dustproof, droppable, and waterproof. Maximus 2.0 features a 10.1-inch high-resolution, capacitive touch screen, and front and rear cameras. The new maxGO has an 8-inch capacitive touch screen and hand-held design. tinyurl.com/ct-prod-670

Truck lift Rotary Lift says that with just two of its Mach series mobile columns and a Rotary Lift truck frame adapter kit, shops can affordably add a versatile 12,000 lb. or 15,000 lb. capacity lift. The frame-engaging adapter kit transforms a pair of mobile columns into a foreand-aft lift that’s perfect for servicing Class 3 and most Class 4 trucks. Mach series mobile column lifts can be moved throughout the shop, and take up little space Adapter kits are available in 12,000 lb. and 15,000 lb. capacities. tinyurl.com/ct-prod-667 26

The Gem-Car Elite business management software system continues to evolve. New features include the ability to identify speciﬁc job descriptions for every job sold, attach pictures and videos to estimates and invoices sent by email, send SMS texts to conﬁrm appointments and advise customers when their cars are ready, sign work orders and invoices with an electronic pad signature, decode VIN with the Carfax integration, add promotional coupons to an invoice, track rental cars and loaner vehicles, keep track of loyalty program details, link remotely from tablet to the punch clock within the Gem-Car program, and manage automotive replacement glass business. tinyurl.com/ct-prod-662

Brake pads Wagner ThermoQuiet CeramicNXT brake pads featuring the brand’s exclusive 2021-compliant low-copper friction technology have been introduced for a number of new late model passenger cars, including models by Chevrolet, Inﬁniti, Nissan, Chrysler, and Mazda. Each new ThermoQuiet CeramicNXT pad features a highly advanced Wagner OE21 low-copper friction formulation that is 35 percent quieter and offers 15 percent more stopping power and up to 40 percent greater fade resistance than previous Wagner formulations. tinyurl.com/ct-prod-664

Steering and suspension Federal-Mogul has added nearly 70 parts to its Moog line of steering and suspension products. The latest expansion includes more than 50 parts for late-model foreign-nameplate passenger vehicles from BMW, Honda, Mazda, Mercedes-Benz, Subaru, and Toyota. The new parts include control arms and assemblies, stabilizer bar bushing kits, stabilizer bar link kits, and a variety of tie rod ends, ball joints, and coil spring sets tinyurl.com/ct-prod-663

Steering hardware Rancho has developed new dual steering stabilizer brackets for Rancho RS7000MT and RS5000 series steering stabilizers. The Rancho dual steering stabilizer brackets ﬁt a wide range of Ford F-series and Dodge Ram truck models outfitted with Rancho RS7000MT or RS5000 steering stabilizers. Constructed from 1/4-in. highstrength, low-alloy steel, the dual steering stabilizer brackets include all necessary mounting hardware and bolts on easily to existing factory steering linkages. tinyurl.com/ct-prod-658

New belt part numbers Veyance Technologies, manufacturer of Goodyear Engineered Products, has added 117 new part numbers to its automotive, heavy duty, and outdoor power equipment aftermarket product lines. Among the new parts are 96 outdoor power equipment belts and greater vehicle coverage in molded hoses, Poly-V belts, timing belt kit, and timing belt kits with water pumps. tinyurl.com/ct-prod-656

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Compact air ratchet

Diagnostic scan tools

Snap-on says its new 3/8-Inch Drive Air Ratchet (FAR7000) is extremely versatile and durable, with all the power and speed required for performing a wide range of jobs, including hoods, fenders, mud ﬂaps, intake manifolds, engine brackets, bumpers, transmissions and oil pans, alternators, brake calipers, ERG valves and water pumps. It features 410 RPM free speed, slim drive head combined with long reach, adjustable exhaust deﬂector to direct exhaust away from the work area, and an ergonomic comfort grip handle to reduce fatigue. tinyurl.com/ct-prod-641

Delphi Product & Service Solutions (DPSS) has announced ﬁve new accessories for its diagnostic scan tools. Delphi’s Diagnostic Scan Tool and Flash Programmer are complete diagnostic solutions for vehicle service and repair. Operating on a PC-based platform, technicians connect the tool to the OBDII connector under

the instrument panel to determine trouble codes and are guided to the suspect area. Each of the three technician-focused kits includes cables, adaptors, external VCI power supply diagnostic software, ﬂash reprogramming, rugged carrying case and one-year warranty. No keys or adapters are required. tinyurl.com/ct-prod-655

Tire changer Hunter says its new Revolution Automatic Tire Changer uses the same fully automatic process for all tire and wheel combinations, saving time on today’s diverse assemblies. The fully automatic process is also said to eliminate the need for a skilled operator, and reduces the experience gap of tire-changing teams by turning all technicians into experts. The Revolution’s touchscreen interface indicates the operator’s current step and monitors progress throughout the procedure. The touchscreen also stores 15 helpful on-board videos. tinyurl.com/ct-prod-635

Axle shaft seal Federal-Mogul has introduced an innovative one-piece front axle shaft seal that permits faster, easier installation on Ford Super Duty 4x4 trucks. The new, patent-pending unitized seal (No. 710825) is part of the company’s National Oil Seals line of products. It was engineered for Ford F250, F350, F450 and F550 4x4 trucks equipped with Spicer 50 or 60 Monobeam front axles. Federal-Mogul says it eliminates the misalignment concerns commonly associated with conventional oil seals for these applications. tinyurl.com/ct-prod-643 MARCH 2014 CANADIAN TECHNICIAN

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ADVERTISER INDEX continued from page 30

wonder what made the gasket give out, anyway?” But Beanie already had his sockets out, ready to “assist” Tooner. Together they removed the valve train to gain access to the head bolts. That’s when things got interesting. “Stripped head bolts?” yelled Tooner. “Tell me it ain’t true!” Unfortunately, it was. Most of the rear head bolts were loose, and more than one had stripped out the threads in the block. That meant some serious repair work ahead. Tooner was fuming as we looked over the repair diagrams. “I just don’t get it. How could she do this much damage? She’s never overheated this thing as far as I know!” Beanie looked up nervously. “I wasn’t going to say anything, but I thought I recognized this car… from the Sunday night street drags.” He shrank under Tooner’s glare. “But it was dark, and the driver wore sunglasses and a scarf.” Basil scratched his chin. “I’d be worried about the possibility of other damage to this engine. You could repair those threads, but will that be the end of it?” Beanie frowned. “Repair the threads – you mean, like with heli-coils?” Basil shrugged. “You could do that. But in my opinion, a much better method would be to use threaded metal inserts. There are a few companies who make them.” “Either way,” I said, “it’ll mean pulling the engine.” “Exactly,” said Basil. “And if it’s out anyway, maybe we should recommend a low-mileage replacement engine.” Tooner sighed. “T’ain’t gonna happen, boys. Old Myrtle thinks of this car as family. She’s gonna wanna keep as much of the original metal as possible. Tossin’ in someone else’s mill just ain’t gonna cut it.” “But what if there’s other damage that shows up later?” Tooner looked at us forlornly. “Like it or not, I’m married to this car.” I sympathized with Tooner. It’s hard when you’d like to do things a certain way, but in the end you know it’s better not to try. Which is why I chose Beanie for the next coffee lesson. “Got it,” he said as he measured in the coffee. “But how come you’re teaching me now, instead of Tooner? I’m sure he could learn this.” I shrugged. “While some things might be possible, Bean, it doesn’t always mean they’re practical.” We cringed as loud, obnoxious noises exploded from the vicinity of Myrtle’s Honda. Beanie shuddered as he added water to the coffee maker. “My thoughts exactly,” I said. “Would you drink anything created by Tooner when he’s in this frame of mind?”

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Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. You can read more of Slim Shambles’ misadventures in Rick’s book, “A Fine Day for a Drive” available at www.thecarside.com.

WorldPac....................................................32 www.worldpac.ca 800-463-8749

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The Car Side By Rick Cogbill

Possible… but not practical Old Myrtle could probably use a new engine, but she thinks of her car as family and she wants to keep as much of the original metal as possible. “Look, Tooner, it ain’t rocket science. All you gotta do is measure in the coffee grounds, and then add the right amount of water.” Tooner stood there, looking confused. “Right. But are we talkin’ rounded scoops or level? And when do I add the salt?” Basil sighed and intervened, taking the plastic spoon out of Tooner’s hand. “Honestly, Toon, a guy could die of thirst waiting for you.” He went to work on the coffee machine, and a few minutes later, the fragrant aroma of full-bodied java filled the front office. I took a deep draft of the finished product and smacked my lips. “Now that’s what I call real coffee.” “Show-off,” grumbled Tooner. “And if I recall correctly, domestic duties weren’t in my job description.” Perhaps, I thought. The only reason I was trying to train him was so the coffee would be ready on time. With Quigley on holidays, Tooner was the logical choice; nobody could beat him to the lunchroom at break time. Beanie stirred his cup distractedly as he stared out the window. “Hey, nice looking Honda Accord out there. Looks like a low-miler to me.” “It is,” said Tooner. “That’s my mother-in-law’s rig. A 30

2004 model.” He reached for a donut. “Only driven on Sundays, to the bingo parlor and back.” Basil studied his crossword puzzle. “No doubt due for its annual oil change and tire pressure check, I imagine.” Tooner sighed. “I wish. There’s an oil leak, and it’s comin’ from the back of the rear cylinder head.” Beanie’s eyes lit up. “Rear head? You mean it’s a V6? Wow, I love those 3.0 litres!” I looked over the repair invoice. “Well, if you’re so hot to trot, maybe Tooner will let you work on it. Bring it in after coffee and start checking things out.” Tooner quickly put up a hand. “Just hold it. Much as I’d like to let junior play mechanic, Old Myrtle is very picky. She insists that only I work on it.” He downed another slug of coffee. “And believe me, what Myrtle wants, Myrtle gets.” Beanie’s shoulders sagged. “Can I at least be your assistant? I’d like to see the inside of one of those.” Tooner was hoping they wouldn’t have to go too far “inside” to ﬁx the oil leak, but his hopes were soon dashed. “She’s dripping out right between the block and the cylinder head,” he muttered, putting down the trouble light. “I continued on page 29

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