I learned the hard way not to change lift struts on a window without something to support the other side. It was a Jeep rear hatch and exploded like somebody shot it.
I walked into the shop one morning and it looked like my tool cart hit the car I was working on’s fender. It had a dent and scratch. I told the customer when he picked it up and said if you wanna get a estimate to fix it let me know I’ll pay for the body work. He laughed and said no man a kid hit that with his skate board years ago that wasn’t you. That taught me to always be straight and honest about things. Because I was straight with my customer he was straight with me and now he only asks for me when he brings his car In.
Feral Man are you an idiot? My original comment says circle, and I give you a verse that calls it a circle because you asked and called me a liar. And now your acting like you were right because it doesn’t say ball? Yeah it doesn’t say ball it says circle because obviously by circle he meant flat
@Feral Man a 3d circle is a sphere, and we live in a 3d reality. Circles in their true form (2d) don't actually exist in reality. Even the paper a circle is drawn on is 3d.
When I started working at the diesel repair shop where I currently work, my first big job was putting rings on a CAT 3126. I didn’t sit the last pushrod on the actual lifter, when I went to turn the engine over I bent the pushrod. I wasn’t sure how my boss was gona take it, but I straight up told him what happen. He told me it’s a pretty common problem due to the fact that the cab reaches over the last cylinder and it’s had to see if the pushrod is sitting correctly on the lifter. He ordered a new one. I made sure it never happen again
I'm not trained as a mechanic but hold a position as trainee at a shop a bunch of years ago (ended up going for manufacturing/CNC instead). Two relevant stories that I remember: First was when I was working on a car and had to remove the airbag from the steering wheel. Shop owner talked me through the job and what I needed to do for it to be safe. What I didn't note while standing in the door opening listening to him was that my back touched the pillar to the car lift. A well lubricated part of the lift. So when he was done I took place in the drivers seat and started working. Stepped out of the car and saw a big black stripe of grease on the light grey cloth seat. Realized what happened and thought "we'll never get this clean". So without touching it I went to the owner and told him, he calmly walked out to the car and took a look, grabbed a bottle of brake cleaner and a clean rag - Gone. Not a trace. Second was when he assigned me to replace the spark plugs on a Chevy Transport V6 with the comment "you get this because the other guys hate working on these. He also told me one extra thing - "It's not a question about if you will brake the leads, it's a question of how many - they always fails,". And the second is also an important point that I believe Charles missed, a good supervisor warns the rookie for common issues. But if they don't, ask for common issues when dealing with a (to you) new car! Related to this is also that if you see a likely issue, don't just attack if something is likely to break, talk to supervisor and/or customer first!
While going through tech school, I worked at a gas station. I was only authorized to do very light work and most all of the mechanic tools were locked up. One day a lady came in shortly before closing. She had a small block chevy with a stuck thermostat. Older car, thermostat was top, front, unshrouded and I've changed a few of them. I explained I wasn't supposed to do "real" mechanic work but she begged. I was 18 and she was attractive, you know how that's going to end. Well, the bolt was corroded through and it broke off flush with almost no force. She was watching when it did and just looked up at me as I tried not to cuss when I shook my head. She was calm and waited while I ran home and got my drill, tap and more tools. It took over an hour to fix it (past closing). Anyways, serious question for you. On the plastic trim, many times the little tabs get brittle and are certain to break. You have to remove them, you know they are going to break but arn't directly involved in the repair they came in for. Who eats that cost? For example, a windhield guy replaced the windshield on my wife's A4. He removed the lower bezel to remove the window and the tabs broke. I didn't find out he broke it untill I went to wash it so I couldn't prove it. Had he been an honest guy AND TOLD ME, was that his cost or mine?
Thank you for this. I'm a novice tool repair technician who just started working on my own at a tool retailer. I've been getting extremely disheartened by breaking things and have been considering leaving the role as a result. It really helps to know I'm not the only one who's struggled with this.
Great advice. Honesty. I was an Audi ASE master technician and I broke my share of things, most of them plastic. When I retired and had a Mazda 6 3.0 that needed ignition coils (a really pain in the ass job that involves removing the intake manifold) my Mazda master technician friend who I was paying to do the job told me up front that he would not start the job until he ordered a heater hose that has a plastic fitting that must be removed and usually breaks. Loved the honesty. It did not break and I had to pay a restocking fee. No problem. The service manager needs to tell the customer up front that the hose that explodes when you look at it might be extra to the price quote, or better yet include it in the quote and then look like a hero if it doesn’t break. Oh, and once when I was really pissed at a customer’s 75 Rabbit which had cut me multiple times I decided to take out my aggravation on a road test by doing a clutch pop burnout. The clutch exploded. I bought the parts and did the labor for free, but the customer was not appreciative and never came back. Good call on his part, but at least I had balanced my books!
Great talk, totally on point. One of the things I don't miss about the place where I worked until a few months ago, and got furloughed. Nobody is allowed to admit they screwed up, not good. Was there for 20 years, what a pity the place fell apart. Was a big part of my life and career. Thanks for an awesome video, good lesson for anybody new in a job.
I worked at a shop like that. It’s stressful. I cannot understand the mindset from management that technicians are expected to do the complex repairs we do on a daily basis perfectly, without any collateral damage on every car, every day, forever. Do they fire the receptionist if she forgets to refill the decaf once in 5 years??
Good advice for anyone working in any career. Honestly and informing the client, customer, or your organization the issue and steps to rectify really goes a long way.
When i break summit 99 times out of a hundred i will replace it at my own cost, Rare occasions where i will refuse is for instance when something has welded itself by corrosion, or simply rotted itself so weak that it had technically failed before i even got near it, Being humble is not a burden, its a blessing
I like that you’re at honest technician . I’m Audi technician myself. It may not apply to most Japanese cars, because most engine are cast or aluminum, but one thing i learned when I started working for Audi is most German cars use plastic engine components so every car I work on I pay attention to age and mileage and always mention to my service writer based on do 2 things other part are prone to break, so that if it does it’s not your fault especially if he makes customer aware and can be prepared if additional parts. For example I replaced 2012 Audi A8 with 90k and I was replacing the intake manifold and during removal on the coolant line hose clamps nipple broke , but the customer already made aware. Again I’m glad there some good honest technicians and I’m definitely one of the. Like I always say. It’s better to be honest that be fired.
Great advise! I'm just starting out in the auto service side, and starting to have to deal with things in the industry I really didn't expect to. Your videos help a lot.
Yeah man I have felt so low sometimes when I get comebacks and break stuff but it has helped me realize I’m not perfect and to not make the same mistake twice
wow charles amazing red boxes and work station! i accidentally drained the transmission fluid on an oil change today but nothing got broken or filled wrong just my ego, and the boss had to call the customer and tell him to come a little later while we waited for cvt trans fluid(2019 honda crv) to be delivered. great progress on the shop hope more vids come soon!
Been a former tech and now service advisor I have this kind of conversations often and I do exactly how you said and everything came out ok with the customer , the only issues I had was when techs had been hinding stuff that they broke. I think this is a great video 👍
Love this video honestly. Having been a technician in a few shops, I know all to well that things break. But like you said, be upfront. It’s easier for everyone to deal with the situation. Love this series of videos. Keep up the great work.
Spot on. I was a service manager in a former life. I always expected people to be honest about repairs. Before that I was a manager in a large car audio chain, and have seen some crazy things happen with cars, and saw the results of people trying to cover them up. It’s not worth it, especially when best case, a car can leave a person stranded. Worse case, they could be hurt or killed. Had a installer scratch a Audi or Jaguar dash plate with that lovely fake wood plastic. He used crayons and made it look great. We told the customer that was a temporary fix until we got the new part. The customer was fine with the repaired panel, and bought the shop pizza for our honesty and service.
This has happened to me a few times too many, and the best solution is always to tell your manager. The only sure way to lose your job is by not telling, and have someone else notice it later on.
I remember in the first couple of months in a shop at my first job my buddy also a lube tech was asked to check the fluid level in a manual transmission. What he thought was a fill plug was actually holding something like a reverse adjustment or something similar. Once out that dropped something in the transmission making pulling the trans out to fix it a have to. He did the right thing and called over the most senior tech. That tech told him there is no way we are pulling the trans out of a customers car without telling them first. The senior guy had what I thought was a great idea that really smoothed the whole thing over. He called the parts house and got the shop cost on a new clutch disc. Then he called the customer and offered to put in the new disc for free while the trans was out. The customer ended up being pretty happy as he got a new clutch in it for like $30.
Great video. Also, if your shop isn't cool with you being open and honest when you break stuff, that might be a sign you need to start looking for another job. Honestly goes a long way in this industry. And we've all broken something.
My first was stripping the rear shock thread on a aluminum rear knuckle for a CC, the last was a o2m trans that fell off the trans jack from 5feet, cracked the casing. I was honest and paid for the replacement. It wasn’t intended but I don’t rush as much anymore, not a tech anymore but it applies for my new business. Take your time and make sure it’s right.
I often see these epoxy repairs on cars, especially when taking the interior apart to retrofit Bluetooth or cruise control. Since it often does not really matter anyway (i.e. the epoxy apparently hold for quite a long time), I will just not tell the customer about it to avoid the long pointless conversation on whether or not the part should be replaced. I just put everything back the way it was if it is more than a cheap clip, otherwise I replace the clip and still don't say anything.
This video has made me finally subscribe to your channel. I love these new “advice for new techs” videos. They are applicable to many different parts of life and are just fantastic advice.
My old boss's son had a Mk4 golf that one of my buddies at the dealership was working on one day. It was in for a valve cover gasket, but while it was there he decided to have front pads and rotors done as well. It seemed like no impact in the shop could get the caliper bracket bolts off, but when one finally did, chunks of JB weld fell on the ground everywhere and the bolts just spun freely in their holes. It turns out whoever worked on it last had totally stripped them out and didn't want to admit it. I don't see any shame in drilling holes and using zip ties to repair cosmetic stuff, but when you cross the line into putting people in danger without their knowledge, that's just not right.
Had an old boss that stripped the spindle nut on a brand new spindle. When he tried to remove it, he ended up welding it onto the spindle. And left it for me to fix...
It all depend on what breaks. I found that any time you fix something you inevitably break something. A window break would be better if you are actually working on something to do with what breaks. Emergency brake cables clutch cables hood and trunk cables are a huge issue seen these break when doing inspection or just testing certain things. Hiding it is bad it’s much better to tell the truth. Very good take on this great video.
Estonian proverb says that things happen to those that do something. I alway budget more for a repair at the mechanics shop because i know full well that it isnt always that one thing thats broken.
For me I always quote with the replacement of the known to brake items included so if they brake I am covered. But if they don’t brake than the final bill will be less.
korutube I have had that as well and explained the cost and why I quoted it that way. They went to the other shop and had it fixed and it ended up costing them more.
@@samwisegamgie8163 lol. It typically happens the way we think it will because they are COMMON issues lol. But I've had it pay off with customers coming back and saying "everyone was else was less, but nobody else gave me a heads up about what could go wrong like you did. So here's my keys"
Great advice sir as a customer to a dig guy, I always appreciate the truth. I don't go to the dealership within 4 miles if I can I drive 40-50 miles to this other VW dealership. For this exact reason. Their crooks, not the techs. I've meet and talked to some for hours. They tell me straight up. I'm talking guys ready to retire to the 20 year old who, problem mentored by one or 3 of these guys showed me. Thanks for all the help back to working on my 2009 Tiguan Nightmare. Your great the. Best on UA-cam for sur but great detailed instructions. Thanks J
I was really tired one day while I working at an oil change shop I was also really stressed out about something with school and wasn't paying attention. I grabbed the hose to fill the washer fluid and... put it right in the engine block. I was absolutely mortified because it felt like a really stupid mistake. I told my manager, he laughed at me and had bottom side pull the drain plug and we flushed oil through the block. I got a little bit of crap for it afterwards, but I also learned some other people had made similar (and sometimes worse) mistakes, which made me feel better. A favorite example my coworker told me to ease the embarrassment, someone accidentally drained a Subaru transmission and the car had to be towed out of the shop] The customer's car was fine and I was more careful and that kept me from making a lot more mistakes in the future.
Damned if I know. It was 1988, I was 19, I had a screwdriver, I gouged the hood of a Continental. If you think you know better, that's great but I bet you weren't even born yet when that occurred.
My mechanic got me good last service. Failed to perform the complete 120,000 Mile service on a Toyota. Broke one of the airbox clips. And the transmission is loosing fluid at a pretty fair rate. The underside of vehicle is a mess with trans fluid now. Thanks buddy.
There is a long term benefit in admitting to your mistakes frankly; especially big/expensive mistakes. That comes when a big/expensive mistake is made at work and the customer/management discovers it, then nobody admits to it. A pattern of admitting to small and large mistakes goes a long way to developing trust in your workplace and with management. This can shield you from punitive repercussions. Edit: Especially when a coworker blames you for their mistake. A lesson learned from personal experience.
Great advises! It’s definitely the right way to do it! Genuine people would be happy with this approach. There will be furious customers that will shout no matter what but this is also included in the cost of doing business. You got to move on!
Couple things. I tell my 3 daughters to admit when they mess up or do something wrong and it will be easier on them.so far they Do listen. First thing I broke was a Valve cover on a vq35de. It was the pcv cross over nipple that broke off. 2nd thing I broke was a plastic coolant fitting going to a heater core. I hit the small nipple on the top of it with a ratchet when I was working in the area. Obviously both items had to be replaced. It is a bad feeling. I have also been on the other side and have had things get broken. One dealership actually just replaced it without notifying me untill I came and picked the car up.
BMWs loves to strip out the threads on the inside of the sub assembly and then need to get a new sub assembly, first I thought it was my fault until the manager told me it's a common problem
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Those are like 15 ft lbs. They told me in advance, so i was like alright, i was just getting is snug with a 3/8 ratchet choking it right on the end of it, right easy with a screwdriver holding just to keep it there. It just broke. wasn't even as tight as i'd put screws with a screwdriver. It was just like what in hell. Also this was with a customer who needed struts or something too and didn't have much cash. Feels like shit but i can't help it. I don't think it would of torqued down.
Imagine how many wheel bearings will actually see a PROPER service life from a properly torqued CV axle nut. Not just on Ford. ALL CV axle vehicles. Idiots LOVE running them in with a gun and wonder why the bearing noise is still there. Some GM axles....105 ft lbs. The same as a wheel. And morons will pound away with that gun to well over 400 ft lbs.
It's a learning experience each time nobody's perfect. 2 guys 2 bay shop, once I left lugs loose on a vehicle test drove heard it before I could stop it came off and tore up the fender. Tow truck driver actually stopped and helped me get it driveable. I went right back to the shop and explained everything. Some time has passed and recently a customer brought in a vehicle (had front end damage possibly mailbox who knows) I tried to be nice and clip it back together some on the bumper made sure the lights were 100% as it looked kinda fresh. Customer picks up vehicle and comes back and says that wasn't there. I explained to the boss man that it looked like that when I pulled it in. Heard him tell the customer if anything happens he would tell me trust me. Trust goes a long way guys
As an aircraft maintenance supervisor, I always tell the newbies to own up to mistakes as soon as possible and never cover it up - the sooner you own up the easier it will be for everybody. And when it comes to the "look how expensive is this mistake" there is no chance you newbies are able to compete and even get into the league... many many stories we can't tell!
Love the advice charles thank u been talking with a buddy of mine about opening a shop an gives some great insight in how to structure an handle with the company from an internal perspective
Most importantly its sometimes necessary to inspect and drive the vehicle before you work on it because someone may try to blame you for an unrelated preexisting problem they didn't initially mention...
Being in the industry, I can see what an uphill battle this job is for technicians, especially with modern cars. I'm with FCA, and very often the service information is incomplete, or will lead you astray with unnecessary steps that will cost you a lot of time. For the longest time, Fiat 500L service information was just copy+pasted Fiat 500 service info (completely different car). It's not easy for anyone, whether they're an engineer or a tech.
Break it, own it, fix it. And honestly if anyone can say they haven't broken something yet, they haven't been working on cars very long. Biggest screw up I've had so far was pulling an 3800 v6, thought I had enough room to get the engine out without removing the oil filter adaptor. Turns out that no, you don't have enough clearance between the adaptor and the frame to get the engine out, ended up bending the flex plate. So engine came back out, new flex plate and down the road it went. It sucked, ate a lot of time I didn't want to spend on this repair, but it happened.
Yesss. I had a tech realize this and took off the adapter. Some springs or bearings fell out. He noticed, but thought it didnt matter. After assembly and start up. No oil pressure.
I can handle honesty and if they own up and try to make it right Im fine with it- the "it was like that" shops deserve and earful= I do normal maintenance /repairs on my vehicles and know the condition. Had my Xterra in because the roof basket counldnt be removed because of factory stripped rivnut- at some point a large scratch appeared on the passenger door- I informed them of it and they tried the it was there move- I persisted and then they admitted that the scrated wasnt listed on there intake condition checklist and then they paid for the body shop to fix- Ihave used them for work since because they made it right- Had I had to really fight Id bash them as along as I live- I know the minor dents and scratches on my cars and another tiny one may go unnticed but this was pretty big
I worked as a motorcycle technician for much of my 45 year career in the industry, and just like anything in life if you screw up, own it. That makes everything so much easier.
I am shop owner, and the only tech. (self employed) As far as my customer's concern. If I break something I handle it. I pay for it, I replace it for free. I had two cars,.. one week apart that I broke a nipple on a radiator. These radiators were special ordered at 350 bucks each. But I replaced them free of charge. and you are right. it's the cost of doing business. Most times times you win. but that means you do have to lose once in a while too. Lying about it is the WORST. if you have to lie about it, you need to change professions. ALWAYS..ALWAYS be up front about things. I have told customers that doing X-Job,... there are chance X-part next to where im working will break. And since I have informed them before I start working on it. I will sell them the part at cost labor free. and they almost always they have agreed.
My favorite is TPMS sensors. Break those things all the time and there’s nothing I can do about it but the service advisors always get upset with me when I tell them it broke.
“Sure to break hose”. Volvo techs who have worked on the old 2.9L twin turbo inline 6 (T6) know that term. When replacing timing belt on that engine we learned to price a thermostat housing with the job - it has a plastic nipple that WILL break when you remove the timing cover.
Replaced an hvac unit a few months ago, after mounting the interior I noticed some scratches & wasn't sure if I did that. When the guy came to pick up his car I asked/told him about it. He was honest & said, that was there b4.. I'm sure he's always gonna remember that when he comes back to the shop. yea, I broke my share of things.. I always sraight up tell them
I recently started at a classic vw shop, about my 3rd week in, i was moving a vanagon, not paying attention and hit the bumper into a tree that was blocked by the westy interior. I freaked out, but we ended up letting the owner know, and simply straightened the bumper out, looking better than it was before, i only had to pay for a plastic end cap
If I worked on a car and I had a part break and it was a common issue, we was always told to inform the customer and say we can do xyz replacement but we find these parts tend to break when removing them we try our best not to, if it breaks then it will be something that you will have to pay for. By being up front like this I tend to find customers don’t mind as it is a bill they was aware might be coming as appears to dropping it on them or having the shop lose profit because of a poorly designed part. If it is a mistake like you said Charles then I agree the shop should foot the bill, but if it’s out of carelessness and a can’t be bothered attitude to do it right then the tech needs talking to and at that point either they pay or leave if costing the shop money regularly.
I pushed an "unauthorized" code change to a customers website in an attempt to play hero ball and fix an issue one night. Site was down for almost 12 hours (decently busy eCommerce site) and we had to reimburse the customer. After refunds, reimbursement, and lost "free" labor fixing my mistake, we were out an estimated $8K. I didn't get fired, or even demoted (I was a Sr Engineer at the time), but a whole bunch of policies appeared strictly forbidding us from directly modifying customer code :)
Just did a coil pack and plugs on a 2013 Chevy Cruze and I breathed on the reservoir hose and it blew scolding hot coolant all over everything and gave me a good blistering burn on my hand. Sucks that it happened because I couldn't get the part until the next day for a 30 min job but it is what it is. Like you said tell the customer the truth and what happens happens and don't beat yourself up if it was unintentional because now days everything is plastic garbage.
Honesty IS the best policy! Im at a great shop now, damaged the mirror on our Mac reps new truck. Needless to say it was fairly expensive. Boss paid for it and not only did I install it, I also put in extra time on my own to make up for the cost. We get paid hourly so I never want to feel like I'm taking advantage of the shop... it's a great environment. I really feel like it's important to differentiate between "I broke it" and "it failed on disassembly". Vehicle care is my priority, but replacing parts on a 2001 Ford that have never been replaced and should have been at some point is neglect and owners should be responsible in some form for the condition of their vehicle. Regardless, communication is key amirite?😁
No doubt about it on this one. Whenever I have to take the dash out of a mid 90 to mid 2000s dodge ram i always tell the customer the dash cover is most likely going to crack.
Well, saying "things happen to those that do something" is true. Things happen and we learn from them, next time it won't happen. We are humans = humans make mistakes By the way is there a problem with your camera lens? There is like chromatic aberration all around the video
BMW was notorious for this kind of thing. I would always find busted/missing plastics etc and they would tell me it was like that on a newish car. It got so bad I stopped bringing it in for it's included maintenance plan and just do simple tasks myself just to avoid the BS. Bringing it for one thing that's included in the 4 year maintenance package in order to just have to spend twice as much to replace another component.
My car was repaired in 2017 by a VW dealer. Since then it has had a lot done by the same dealership. Suddenly I could not open the hood and thought the cable had snapped. After 3 years they fixed it for free and said it was their mistake as they did not Mount it correctly back in 2017
If working on a customer pay job it may help a new tech to ask a more senior tech what parts should they quote. As the car ages, things become brittle like that hose you were talking about. It’s a lot easier on everyone if you quote that hose ahead of time saying that “this hose can break and if it doesn’t, we won’t replace it.” Far easier to over quote and then come in under budget, then under quote and have to sell more items/labor. Not sure if you’ve done it yet, but a good video may be to what tools should a new tech get. “When is it time to stay where you’re at or leave.”
I've found that if your just straight up with them in the interview about your skill level and what you know you are proficient at and what you don't have much experience with they will usually hire you on as long as you show a willingness to learn what you don't know and are honest with them just don't be that guy that says you've got all this experience but don't know what your doing after they hire you that instantly makes you look bad
@@blazebox71 thank you I am applying for an apprenticeship role so I don't have much experience. But I have got a strong desire to learn thats probably why I a. watching this video. Thank you for the advice.
I worked at a dealership for a few years. I was young at the time and an older tech was drilling into a broken exhaust manifold bolt and he drilled into the cylinder head. He called out sick for the next week and guess who got to replace the cylinder head... ME lol. Didn't get paid shit for that job of course. That tech still works there and that wasn't the first time that shit happened. If you fuck up then you should fix it or at least don't lie and try to dodge it. That will only hurt you and your reputation. I lost any respect I had for that guy. I've fucked up of course but I'll fix it... just might take a bit more time.
I think the worse is having warranty work done. I have a 17 Alltrack and an 18 Tig MQB. Both had Panoramic roof leaks. Alltrack needed a new headliner, Tig needed carpet and padding after dealership tried to dry it out and failed. I know most dealerships eat the labor on warranty work. I am sure it is frustrating as hell on a tech to do warranty work.
I’ve always tried to be honest with mistakes or breaking something. If I’m not completely honest (not hiding stuff that’s broken) it’s because I have a bad manager. The last thing I broke was a license bulb housing. Right there in front of the customer too. I went straight to the advisor who was clearly not really happy but as a former tech understands and just got the part on order. The customer only cared that if the bulb worked and stayed in place for an inspection. After doing one he looks at me and says “alright now we can do the other side just the same”. I look at him in horror and say “well I sure hope not cause the first one didn’t come out very well.”
When I’m about to do a job where I know a certain part that will break, like that hose on V6 passats, Then I’ll just inform the customer beforehand that “xyz-part” might break during this repair and if it does break then it will be “xyz-moneys” to fix it. Sometimes the customer will refuse, the eventually, added cost in advance... When that happens I’ll just tell the customer to come and pick the car up and pay for diag.
I do find getting my mind over a breakage is hard. Like you said some, there is nothing you could do, just touching it was the reason it broke. Recently I had a big issue happen. Fitted a voltage regulator to a 356 Porsche as the original was giving off a 17volts. Put new one on, first one was under charging, got a 2nd new one delivered doing the same thing under charging. Took half a day testing and found they need adjusting. Found a part you bend and was advised by the boss to tweak it till it was right. I was not really happy with this but boss said fine and car went out. Found out several days later the car caught fire and it was where the regulator is installed. Still waiting to hear back from Porsche experts but it’s looking at a £12k bill. So yes good advice don’t hide your f ups
Oh, man....this topic hurts me so much. Breaking an old plastic hose? Understandable..... Taking a oil drain plug out and ripping open the extremely rusty oil pan? Happens all too often in my part of the country.... But have you ever broke an engine block? First year as a tech, I find a leaking oil pressure sensor on a late 90s Honda CRV during a oil change. Service manager sells the sensor replacement job. As a newbie, I didn’t have the right sensor socket, so I used a 22mm deep well impact socket and a bunch of adapters, extensions, and U-joints to get it out. Also as a newbie, I didn’t know that pressure sensors use NPT pipe threading and are therefore WIDER at the base, making it a wedge... Using the 3 foot long socket monstrosity took away all sense of how the sensor was threading in, so I end up forcing it all the way to the end of the threading. I put the electrical connector back on, lower the car down and back out of the shop.......and see a huge trail of oil following me out the door. I put the car back in the air and see oil spraying out of a 2 inch long crack in the block, right out of the main oil gallery... I put my tools away and clean up, fully expecting to be fired. I report my screwup to my service manager and my boss (who were upset, but actually very understanding, turns out it’s actually all too common for those Honda engines to crack at that spot when replacing the sensor), the shops insurance ended up paying for the customers replacement CRV, since the cost of a replacement engine at that point in time was more than buying an ENTIRE CRV of that vintage, so the customer got a car that was in MUCH better condition, and I managed to keep my job.
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That's one thing that sucks. When you go to do a job, it fucks up, and everyone else knew about how they mess up and break exept for you....yeah great now its broke and i look like the dumb ass.
Awsome video man. Sorry I have asked so many questions lately in the comment section but I have one more for you or anyone here. I got a 2.5 engine out of a 2012 Passat and I'm putting it in my 08 Jetta. Is there any concern areas I need to be worried about? Thank you for you time and content.
Good talk Charles! I have been on all three sides Tech, Manager and Customer. Unfortunately it's a cultural background issue at times. What I mean by that is some have never experienced one stepping forward and taking responsibility. They don't get it. They really have missed out. Sadly. If one works at a place where they did step up. But then got run over. Get out of there now. As a customer.....those that step up get my business and great reviews. Those that don't. They get the opposite.
I know I would be interested in an auto tech interview video. Not just from a techs standpoint but me as a shop owner to know what to ask or what to be ready to answer when I hire more technicians.
The way I’ve always been is ... if you break it, you own it -you buy it.. you fix it.. that’s just the way it is. Unless it’s like an exhaust bolt or something like that that I’ve warned people beforehand about.
Just be upfront and a good manager will understand. Ive broken too many things and whenever i tell my manager he just accepts. Last costly damage I've done was on a brand new Toyota 4Runner nightshade edition. I just finished doing the PDS on it. Customer phoned and decided to have cross bars installed. I took on the job as it was an easy 0.5 for me, instead of taking it to our accessory guy. While prying out the plastic roof rail end cover i dented the roof on this $50,000 vehicle. My manager just jokingly told me to stop using steroids and sent it out for dent repair.
My car the past few times has come back with broken parts like plastic catches or holders under the hood etc (so has my dad's!). The garage has recently gone from older guys to lots of trainees and newer guys. Guessing they not so happy to replace the parts or even tell you about them!!!
Just experience bad customer service over here in Riverside today at our local Mercedes-Benz dealer. Took in my 07 E350 over a recall issue (sunroof glass) yesterday and was told it was ready today. We get into the car and the fabric on the sunroof slider is hanging down. We did not bring the car in for service with any interior issues and asked to speak to the service tech. Long story short... after the service tech said: "I'm not going to belp you" let's just say the car is still at the dealer and involved his dealing with his boss.
Honesty and humility. You'll inevitably snap a cam sensor on a Corolla 😆 but yeah, be up front and honest about it, and humbly accept responsibility. It gets worked out and usually the customer or boss isn't "happy", but at least they can trust you as a tech.. I'm 1 of those that will try to break a head bolt loose (other other stubborn part), and after a minute go get the boss.. "Hey boss, I'm gonna let you break this..." 😆
I work in underground utilities. I have seen the consequences of not being upfront. And seen disasters handled with being upfront. The latter is always preferable.
Excellent topic! With the huge amount of plastic parts under the hood (where they weaken due to heat cycling), if the shop always eats the cost of replacing the part, how do they stay afloat? Is there a buffer factor they add (sort of like the “shop supplies” misc. line item) to cover for replacing old fragile plastic parts?
I bricked an ECU in front of the customer because he left the rear blower fan running when I was programming the ECU, I told the customer right away to leave the car and I will handle it and cover any costs of repair, so I bought a used ECU for $400 installed reprogrammed, then the immobilizer kicked in and stopped the car from running again, tried to reset it many times and failed, so I bought a new key but didn't work also, so I ordered a new immobilizer for 100$ it is on back order from outside the country and the customer will have to wait about 2 weeks for it to arrive, after all if it didn't work I will have to buy him a new ECU for $2000. I did pay all of my pocket because I work outside on my free time. The customer was one of the most understanding guys I've ever met, I really wanted to compensate him for the delay by paying for a rent car but he totally refused.
I've been in this scenario with some very expensive planes and inexpensive cars, and its very frustrating when your parts supply has none left in existance. goodbye 60k flight control surface, or timing cover on a junkyard car that's barely running
"I broke a rear window on the general managers Bentley" I think we just found out why Charles does UA-cam full time now XD
Hahah no they were cool about it. I mean as cool as you could be I guess
Yeah, I mean to be fair, they only hit you with the torque wrench 5 times in the back of the head, so it could have been worse.... 😂
I learned the hard way not to change lift struts on a window without something to support the other side. It was a Jeep rear hatch and exploded like somebody shot it.
@You Wish Yes and having to explain what happened was embarrassing.
I walked into the shop one morning and it looked like my tool cart hit the car I was working on’s fender. It had a dent and scratch. I told the customer when he picked it up and said if you wanna get a estimate to fix it let me know I’ll pay for the body work. He laughed and said no man a kid hit that with his skate board years ago that wasn’t you. That taught me to always be straight and honest about things. Because I was straight with my customer he was straight with me and now he only asks for me when he brings his car In.
That is awesome.
Feral Man the Bible literally calls the earth a circle
Feral Man Isaiah 40:22 “He sits enthroned above the circle of the earth..........” Took 10 seconds to find on google, why call me a liar
Feral Man are you an idiot? My original comment says circle, and I give you a verse that calls it a circle because you asked and called me a liar. And now your acting like you were right because it doesn’t say ball? Yeah it doesn’t say ball it says circle because obviously by circle he meant flat
@Feral Man a 3d circle is a sphere, and we live in a 3d reality. Circles in their true form (2d) don't actually exist in reality. Even the paper a circle is drawn on is 3d.
When I started working at the diesel repair shop where I currently work, my first big job was putting rings on a CAT 3126. I didn’t sit the last pushrod on the actual lifter, when I went to turn the engine over I bent the pushrod. I wasn’t sure how my boss was gona take it, but I straight up told him what happen. He told me it’s a pretty common problem due to the fact that the cab reaches over the last cylinder and it’s had to see if the pushrod is sitting correctly on the lifter. He ordered a new one. I made sure it never happen again
I have broken so many things in my life. And they've been some of the best learning experiences.
I'm not trained as a mechanic but hold a position as trainee at a shop a bunch of years ago (ended up going for manufacturing/CNC instead).
Two relevant stories that I remember:
First was when I was working on a car and had to remove the airbag from the steering wheel. Shop owner talked me through the job and what I needed to do for it to be safe. What I didn't note while standing in the door opening listening to him was that my back touched the pillar to the car lift. A well lubricated part of the lift. So when he was done I took place in the drivers seat and started working. Stepped out of the car and saw a big black stripe of grease on the light grey cloth seat. Realized what happened and thought "we'll never get this clean". So without touching it I went to the owner and told him, he calmly walked out to the car and took a look, grabbed a bottle of brake cleaner and a clean rag - Gone. Not a trace.
Second was when he assigned me to replace the spark plugs on a Chevy Transport V6 with the comment "you get this because the other guys hate working on these. He also told me one extra thing - "It's not a question about if you will brake the leads, it's a question of how many - they always fails,".
And the second is also an important point that I believe Charles missed, a good supervisor warns the rookie for common issues. But if they don't, ask for common issues when dealing with a (to you) new car! Related to this is also that if you see a likely issue, don't just attack if something is likely to break, talk to supervisor and/or customer first!
Being honest is always best. Also thanks for the tip about asking for common issues, will definitely put it to good use!
thats why i always cover my customers cars w plastic and floormats they tell me i dont have to but its a good habit
Hi another good topic would be on "under promise and over deliver"...
'Repair time is gonna be 8 weeks, but ya don't have 8 weeks - so i'll do it for ya in 2'.......Always multiple your repair estimates by a factor of 4!
no just no lol jk
Being upfront will also make you be even more careful next time.
I am not a mechanic. I just watch these videos cause I feel like you teach me to be a better person.
World needs more technicians like you
While going through tech school, I worked at a gas station. I was only authorized to do very light work and most all of the mechanic tools were locked up. One day a lady came in shortly before closing. She had a small block chevy with a stuck thermostat. Older car, thermostat was top, front, unshrouded and I've changed a few of them. I explained I wasn't supposed to do "real" mechanic work but she begged. I was 18 and she was attractive, you know how that's going to end. Well, the bolt was corroded through and it broke off flush with almost no force. She was watching when it did and just looked up at me as I tried not to cuss when I shook my head. She was calm and waited while I ran home and got my drill, tap and more tools. It took over an hour to fix it (past closing).
Anyways, serious question for you. On the plastic trim, many times the little tabs get brittle and are certain to break. You have to remove them, you know they are going to break but arn't directly involved in the repair they came in for. Who eats that cost? For example, a windhield guy replaced the windshield on my wife's A4. He removed the lower bezel to remove the window and the tabs broke. I didn't find out he broke it untill I went to wash it so I couldn't prove it. Had he been an honest guy AND TOLD ME, was that his cost or mine?
Man, nowadays you just sneeze and half of the plastic crap of the car falls apart..
Stop blaming VW for everything, wait till our new plastic engine pistons come out.
@@st_us He said nothing about VW, plastic crap is on EVERY car now. He's also 100% correct.
Plastic is a nightmare. Plastic melts in heat. Why the hell would you put it in a engine bay?!
@@angelgjr1999 cause it's cheap
GtrGhost12 You know what’s cheaper? No repair costs...
Thank you for this. I'm a novice tool repair technician who just started working on my own at a tool retailer. I've been getting extremely disheartened by breaking things and have been considering leaving the role as a result. It really helps to know I'm not the only one who's struggled with this.
Integrity is so damn important. Thank you man
Great advice. Honesty. I was an Audi ASE master technician and I broke my share of things, most of them plastic. When I retired and had a Mazda 6 3.0 that needed ignition coils (a really pain in the ass job that involves removing the intake manifold) my Mazda master technician friend who I was paying to do the job told me up front that he would not start the job until he ordered a heater hose that has a plastic fitting that must be removed and usually breaks. Loved the honesty. It did not break and I had to pay a restocking fee. No problem. The service manager needs to tell the customer up front that the hose that explodes when you look at it might be extra to the price quote, or better yet include it in the quote and then look like a hero if it doesn’t break. Oh, and once when I was really pissed at a customer’s 75 Rabbit which had cut me multiple times I decided to take out my aggravation on a road test by doing a clutch pop burnout. The clutch exploded. I bought the parts and did the labor for free, but the customer was not appreciative and never came back. Good call on his part, but at least I had balanced my books!
Ah yes, repairing a repair job that’s my fault... **wipes tears** my favorite.
Great talk, totally on point.
One of the things I don't miss about the place where I worked until a few months ago, and got furloughed.
Nobody is allowed to admit they screwed up, not good.
Was there for 20 years, what a pity the place fell apart.
Was a big part of my life and career.
Thanks for an awesome video, good lesson for anybody new in a job.
I worked at a shop like that. It’s stressful. I cannot understand the mindset from management that technicians are expected to do the complex repairs we do on a daily basis perfectly, without any collateral damage on every car, every day, forever. Do they fire the receptionist if she forgets to refill the decaf once in 5 years??
Good advice for anyone working in any career. Honestly and informing the client, customer, or your organization the issue and steps to rectify really goes a long way.
Thanks for saying this. I wish more technicians were like you.
Great advice Charles. We’ve all been there and we’ve all done that but being honest and upfront is the best way to be
Like doing an evaporator on a older dodge truck...no matter what you do, you're going to crack the thin dash.
Yes
And on 85 to 90 Camaro the dash crackes
Dash's seem to be notoriously thin on lots of vehicles.
Never had that problem myself. Just be more careful.
@@methanial73 I'll get right on that..
When i break summit 99 times out of a hundred i will replace it at my own cost,
Rare occasions where i will refuse is for instance when something has welded itself by corrosion, or simply rotted itself so weak that it had technically failed before i even got near it,
Being humble is not a burden, its a blessing
I like that you’re at honest technician . I’m Audi technician myself. It may not apply to most Japanese cars, because most engine are cast or aluminum, but one thing i learned when I started working for Audi is most German cars use plastic engine components so every car I work on I pay attention to age and mileage and always mention to my service writer based on do 2 things other part are prone to break, so that if it does it’s not your fault especially if he makes customer aware and can be prepared if additional parts. For example I replaced 2012 Audi A8 with 90k and I was replacing the intake manifold and during removal on the coolant line hose clamps nipple broke , but the customer already made aware. Again I’m glad there some good honest technicians and I’m definitely one of the. Like I always say. It’s better to be honest that be fired.
Great advise! I'm just starting out in the auto service side, and starting to have to deal with things in the industry I really didn't expect to. Your videos help a lot.
im not even a vw guy but i love this channel. this guy is super honest and real about everything and makes videos ive never even thought of but needed
Thank you
Yeah man I have felt so low sometimes when I get comebacks and break stuff but it has helped me realize I’m not perfect and to not make the same mistake twice
wow charles amazing red boxes and work station! i accidentally drained the transmission fluid on an oil change today but nothing got broken or filled wrong just my ego, and the boss had to call the customer and tell him to come a little later while we waited for cvt trans fluid(2019 honda crv) to be delivered. great progress on the shop hope more vids come soon!
Been a former tech and now service advisor I have this kind of conversations often and I do exactly how you said and everything came out ok with the customer , the only issues I had was when techs had been hinding stuff that they broke.
I think this is a great video 👍
Love this video honestly. Having been a technician in a few shops, I know all to well that things break. But like you said, be upfront. It’s easier for everyone to deal with the situation. Love this series of videos. Keep up the great work.
Spot on. I was a service manager in a former life. I always expected people to be honest about repairs. Before that I was a manager in a large car audio chain, and have seen some crazy things happen with cars, and saw the results of people trying to cover them up. It’s not worth it, especially when best case, a car can leave a person stranded. Worse case, they could be hurt or killed. Had a installer scratch a Audi or Jaguar dash plate with that lovely fake wood plastic. He used crayons and made it look great. We told the customer that was a temporary fix until we got the new part. The customer was fine with the repaired panel, and bought the shop pizza for our honesty and service.
This has happened to me a few times too many, and the best solution is always to tell your manager.
The only sure way to lose your job is by not telling, and have someone else notice it later on.
Truth
I remember in the first couple of months in a shop at my first job my buddy also a lube tech was asked to check the fluid level in a manual transmission. What he thought was a fill plug was actually holding something like a reverse adjustment or something similar. Once out that dropped something in the transmission making pulling the trans out to fix it a have to. He did the right thing and called over the most senior tech. That tech told him there is no way we are pulling the trans out of a customers car without telling them first. The senior guy had what I thought was a great idea that really smoothed the whole thing over. He called the parts house and got the shop cost on a new clutch disc. Then he called the customer and offered to put in the new disc for free while the trans was out. The customer ended up being pretty happy as he got a new clutch in it for like $30.
Great video. Also, if your shop isn't cool with you being open and honest when you break stuff, that might be a sign you need to start looking for another job.
Honestly goes a long way in this industry. And we've all broken something.
It Happens. Broke a Radiator on a Tiguan last week while removing the Turbo. super bad feeling, but it happens.
My first was stripping the rear shock thread on a aluminum rear knuckle for a CC, the last was a o2m trans that fell off the trans jack from 5feet, cracked the casing. I was honest and paid for the replacement. It wasn’t intended but I don’t rush as much anymore, not a tech anymore but it applies for my new business. Take your time and make sure it’s right.
I often see these epoxy repairs on cars, especially when taking the interior apart to retrofit Bluetooth or cruise control. Since it often does not really matter anyway (i.e. the epoxy apparently hold for quite a long time), I will just not tell the customer about it to avoid the long pointless conversation on whether or not the part should be replaced. I just put everything back the way it was if it is more than a cheap clip, otherwise I replace the clip and still don't say anything.
This video has made me finally subscribe to your channel. I love these new “advice for new techs” videos. They are applicable to many different parts of life and are just fantastic advice.
My old boss's son had a Mk4 golf that one of my buddies at the dealership was working on one day. It was in for a valve cover gasket, but while it was there he decided to have front pads and rotors done as well. It seemed like no impact in the shop could get the caliper bracket bolts off, but when one finally did, chunks of JB weld fell on the ground everywhere and the bolts just spun freely in their holes. It turns out whoever worked on it last had totally stripped them out and didn't want to admit it. I don't see any shame in drilling holes and using zip ties to repair cosmetic stuff, but when you cross the line into putting people in danger without their knowledge, that's just not right.
Had an old boss that stripped the spindle nut on a brand new spindle. When he tried to remove it, he ended up welding it onto the spindle.
And left it for me to fix...
It all depend on what breaks. I found that any time you fix something you inevitably break something. A window break would be better if you are actually working on something to do with what breaks. Emergency brake cables clutch cables hood and trunk cables are a huge issue seen these break when doing inspection or just testing certain things. Hiding it is bad it’s much better to tell the truth. Very good take on this great video.
Estonian proverb says that things happen to those that do something.
I alway budget more for a repair at the mechanics shop because i know full well that it isnt always that one thing thats broken.
For me I always quote with the replacement of the known to brake items included so if they brake I am covered. But if they don’t brake than the final bill will be less.
Lol. Everytime I do this they get another estimate from somewhere else and say I'm ripping them off.
korutube I have had that as well and explained the cost and why I quoted it that way. They went to the other shop and had it fixed and it ended up costing them more.
@@samwisegamgie8163 lol. It typically happens the way we think it will because they are COMMON issues lol. But I've had it pay off with customers coming back and saying "everyone was else was less, but nobody else gave me a heads up about what could go wrong like you did. So here's my keys"
A bit unfair if you broke it. How about warning the customer that these items tend to break when removed.
Great advice sir as a customer to a dig guy, I always appreciate the truth. I don't go to the dealership within 4 miles if I can I drive 40-50 miles to this other VW dealership. For this exact reason. Their crooks, not the techs. I've meet and talked to some for hours. They tell me straight up. I'm talking guys ready to retire to the 20 year old who, problem mentored by one or 3 of these guys showed me. Thanks for all the help back to working on my 2009 Tiguan Nightmare. Your great the. Best on UA-cam for sur but great detailed instructions. Thanks J
Good video. The other part of it is manufacturers warranty times causing techs to rush. Like you said cost of doing business we all make mistakes.
Thanks for telling people the way the world should work
I was really tired one day while I working at an oil change shop I was also really stressed out about something with school and wasn't paying attention. I grabbed the hose to fill the washer fluid and... put it right in the engine block. I was absolutely mortified because it felt like a really stupid mistake. I told my manager, he laughed at me and had bottom side pull the drain plug and we flushed oil through the block. I got a little bit of crap for it afterwards, but I also learned some other people had made similar (and sometimes worse) mistakes, which made me feel better. A favorite example my coworker told me to ease the embarrassment, someone accidentally drained a Subaru transmission and the car had to be towed out of the shop] The customer's car was fine and I was more careful and that kept me from making a lot more mistakes in the future.
Changing out wiper blades on a Continental, I slipped and gouged the hood with screwdriver. Ooof! Customer was watching. Felt like a real jerk.
that sounds like very painfull work. I hate doing wipers lmao, half of the adpators are not in the bag or just garabge.
Damned if I know. It was 1988, I was 19, I had a screwdriver, I gouged the hood of a Continental. If you think you know better, that's great but I bet you weren't even born yet when that occurred.
My mechanic got me good last service.
Failed to perform the complete 120,000 Mile service on a Toyota.
Broke one of the airbox clips. And the transmission is loosing fluid at a pretty fair rate. The underside of vehicle is a mess with trans fluid now.
Thanks buddy.
There is a long term benefit in admitting to your mistakes frankly; especially big/expensive mistakes.
That comes when a big/expensive mistake is made at work and the customer/management discovers it, then nobody admits to it. A pattern of admitting to small and large mistakes goes a long way to developing trust in your workplace and with management. This can shield you from punitive repercussions.
Edit: Especially when a coworker blames you for their mistake. A lesson learned from personal experience.
This is PEAK advice from the one and only #HumbleMechanic
I see what ya did there💙💙💙
Great advises! It’s definitely the right way to do it! Genuine people would be happy with this approach. There will be furious customers that will shout no matter what but this is also included in the cost of doing business. You got to move on!
Couple things. I tell my 3 daughters to admit when they mess up or do something wrong and it will be easier on them.so far they Do listen.
First thing I broke was a Valve cover on a vq35de. It was the pcv cross over nipple that broke off.
2nd thing I broke was a plastic coolant fitting going to a heater core. I hit the small nipple on the top of it with a ratchet when I was working in the area.
Obviously both items had to be replaced. It is a bad feeling.
I have also been on the other side and have had things get broken. One dealership actually just replaced it without notifying me untill I came and picked the car up.
I broke an axle shaft on a Ford f150 for over tightening the axle shaft nut. I will forever look up torque specs from now on lol.
BMWs loves to strip out the threads on the inside of the sub assembly and then need to get a new sub assembly, first I thought it was my fault until the manager told me it's a common problem
Those are like 15 ft lbs. They told me in advance, so i was like alright, i was just getting is snug with a 3/8 ratchet choking it right on the end of it, right easy with a screwdriver holding just to keep it there. It just broke. wasn't even as tight as i'd put screws with a screwdriver. It was just like what in hell. Also this was with a customer who needed struts or something too and didn't have much cash. Feels like shit but i can't help it. I don't think it would of torqued down.
@ 21ft lbs to be exact. I would know lol
Imagine how many wheel bearings will actually see a PROPER service life from a properly torqued CV axle nut. Not just on Ford. ALL CV axle vehicles. Idiots LOVE running them in with a gun and wonder why the bearing noise is still there. Some GM axles....105 ft lbs. The same as a wheel. And morons will pound away with that gun to well over 400 ft lbs.
It's a learning experience each time nobody's perfect. 2 guys 2 bay shop, once I left lugs loose on a vehicle test drove heard it before I could stop it came off and tore up the fender. Tow truck driver actually stopped and helped me get it driveable. I went right back to the shop and explained everything. Some time has passed and recently a customer brought in a vehicle (had front end damage possibly mailbox who knows) I tried to be nice and clip it back together some on the bumper made sure the lights were 100% as it looked kinda fresh. Customer picks up vehicle and comes back and says that wasn't there. I explained to the boss man that it looked like that when I pulled it in. Heard him tell the customer if anything happens he would tell me trust me. Trust goes a long way guys
As an aircraft maintenance supervisor, I always tell the newbies to own up to mistakes as soon as possible and never cover it up - the sooner you own up the easier it will be for everybody. And when it comes to the "look how expensive is this mistake" there is no chance you newbies are able to compete and even get into the league... many many stories we can't tell!
Love the advice charles thank u been talking with a buddy of mine about opening a shop an gives some great insight in how to structure an handle with the company from an internal perspective
Thanks Charles for honest advises.
Most importantly its sometimes necessary to inspect and drive the vehicle before you work on it because someone may try to blame you for an unrelated preexisting problem they didn't initially mention...
Yup. I have a POS waiver I make people sign before I even put the keys in some old shitbox.
Being in the industry, I can see what an uphill battle this job is for technicians, especially with modern cars. I'm with FCA, and very often the service information is incomplete, or will lead you astray with unnecessary steps that will cost you a lot of time. For the longest time, Fiat 500L service information was just copy+pasted Fiat 500 service info (completely different car). It's not easy for anyone, whether they're an engineer or a tech.
Break it, own it, fix it. And honestly if anyone can say they haven't broken something yet, they haven't been working on cars very long.
Biggest screw up I've had so far was pulling an 3800 v6, thought I had enough room to get the engine out without removing the oil filter adaptor. Turns out that no, you don't have enough clearance between the adaptor and the frame to get the engine out, ended up bending the flex plate. So engine came back out, new flex plate and down the road it went. It sucked, ate a lot of time I didn't want to spend on this repair, but it happened.
Yesss. I had a tech realize this and took off the adapter. Some springs or bearings fell out. He noticed, but thought it didnt matter. After assembly and start up. No oil pressure.
@@meticulouselectronics Yeah thats hell of a mistake, hope he realized that before he damaged the engine.
@@sparkplug1018 he convinced us we had a bad engine so they sent us another used one. After that one was in, he brought up what happened.
@@meticulouselectronics I hope he either learned his lesson or moved on shortly afterwards, Its one thing to screw up but damn hiding it like that?
If the customer goes ballistic on you for being up front with them, that says a lot more about the customer than it does about you.
I can handle honesty and if they own up and try to make it right Im fine with it- the "it was like that" shops deserve and earful= I do normal maintenance /repairs on my vehicles and know the condition. Had my Xterra in because the roof basket counldnt be removed because of factory stripped rivnut- at some point a large scratch appeared on the passenger door- I informed them of it and they tried the it was there move- I persisted and then they admitted that the scrated wasnt listed on there intake condition checklist and then they paid for the body shop to fix- Ihave used them for work since because they made it right- Had I had to really fight Id bash them as along as I live- I know the minor dents and scratches on my cars and another tiny one may go unnticed but this was pretty big
I really needed this! In so many ways and for so many things!
I worked as a motorcycle technician for much of my 45 year career in the industry, and just like anything in life if you screw up, own it. That makes everything so much easier.
I am shop owner, and the only tech. (self employed) As far as my customer's concern. If I break something I handle it. I pay for it, I replace it for free. I had two cars,.. one week apart that I broke a nipple on a radiator. These radiators were special ordered at 350 bucks each. But I replaced them free of charge. and you are right. it's the cost of doing business. Most times times you win. but that means you do have to lose once in a while too. Lying about it is the WORST. if you have to lie about it, you need to change professions. ALWAYS..ALWAYS be up front about things. I have told customers that doing X-Job,... there are chance X-part next to where im working will break. And since I have informed them before I start working on it. I will sell them the part at cost labor free. and they almost always they have agreed.
My favorite is TPMS sensors. Break those things all the time and there’s nothing I can do about it but the service advisors always get upset with me when I tell them it broke.
Charles, great video, you have a great way of solving problems..
“Sure to break hose”. Volvo techs who have worked on the old 2.9L twin turbo inline 6 (T6) know that term. When replacing timing belt on that engine we learned to price a thermostat housing with the job - it has a plastic nipple that WILL break when you remove the timing cover.
Replaced an hvac unit a few months ago, after mounting the interior I noticed some scratches & wasn't sure if I did that. When the guy came to pick up his car I asked/told him about it. He was honest & said, that was there b4.. I'm sure he's always gonna remember that when he comes back to the shop. yea, I broke my share of things.. I always sraight up tell them
I recently started at a classic vw shop, about my 3rd week in, i was moving a vanagon, not paying attention and hit the bumper into a tree that was blocked by the westy interior. I freaked out, but we ended up letting the owner know, and simply straightened the bumper out, looking better than it was before, i only had to pay for a plastic end cap
If I worked on a car and I had a part break and it was a common issue, we was always told to inform the customer and say we can do xyz replacement but we find these parts tend to break when removing them we try our best not to, if it breaks then it will be something that you will have to pay for. By being up front like this I tend to find customers don’t mind as it is a bill they was aware might be coming as appears to dropping it on them or having the shop lose profit because of a poorly designed part. If it is a mistake like you said Charles then I agree the shop should foot the bill, but if it’s out of carelessness and a can’t be bothered attitude to do it right then the tech needs talking to and at that point either they pay or leave if costing the shop money regularly.
I pushed an "unauthorized" code change to a customers website in an attempt to play hero ball and fix an issue one night. Site was down for almost 12 hours (decently busy eCommerce site) and we had to reimburse the customer. After refunds, reimbursement, and lost "free" labor fixing my mistake, we were out an estimated $8K. I didn't get fired, or even demoted (I was a Sr Engineer at the time), but a whole bunch of policies appeared strictly forbidding us from directly modifying customer code :)
Honesty is the best policy.
Just did a coil pack and plugs on a 2013 Chevy Cruze and I breathed on the reservoir hose and it blew scolding hot coolant all over everything and gave me a good blistering burn on my hand. Sucks that it happened because I couldn't get the part until the next day for a 30 min job but it is what it is. Like you said tell the customer the truth and what happens happens and don't beat yourself up if it was unintentional because now days everything is plastic garbage.
Honesty IS the best policy! Im at a great shop now, damaged the mirror on our Mac reps new truck. Needless to say it was fairly expensive. Boss paid for it and not only did I install it, I also put in extra time on my own to make up for the cost. We get paid hourly so I never want to feel like I'm taking advantage of the shop... it's a great environment. I really feel like it's important to differentiate between "I broke it" and "it failed on disassembly". Vehicle care is my priority, but replacing parts on a 2001 Ford that have never been replaced and should have been at some point is neglect and owners should be responsible in some form for the condition of their vehicle. Regardless, communication is key amirite?😁
No doubt about it on this one. Whenever I have to take the dash out of a mid 90 to mid 2000s dodge ram i always tell the customer the dash cover is most likely going to crack.
Well, saying "things happen to those that do something" is true. Things happen and we learn from them, next time it won't happen. We are humans = humans make mistakes
By the way is there a problem with your camera lens? There is like chromatic aberration all around the video
2400$ for a rear window... My car's whole value slightly exceeds it :)
lol my car cost 600
Look at mister fat car
BMW was notorious for this kind of thing. I would always find busted/missing plastics etc and they would tell me it was like that on a newish car. It got so bad I stopped bringing it in for it's included maintenance plan and just do simple tasks myself just to avoid the BS. Bringing it for one thing that's included in the 4 year maintenance package in order to just have to spend twice as much to replace another component.
My car was repaired in 2017 by a VW dealer. Since then it has had a lot done by the same dealership. Suddenly I could not open the hood and thought the cable had snapped. After 3 years they fixed it for free and said it was their mistake as they did not Mount it correctly back in 2017
There's a saying "only those who don't work, don't make mistakes". So it's okay to make mistakes either small or big,as long as you learn from them.
If working on a customer pay job it may help a new tech to ask a more senior tech what parts should they quote. As the car ages, things become brittle like that hose you were talking about. It’s a lot easier on everyone if you quote that hose ahead of time saying that “this hose can break and if it doesn’t, we won’t replace it.” Far easier to over quote and then come in under budget, then under quote and have to sell more items/labor.
Not sure if you’ve done it yet, but a good video may be to what tools should a new tech get.
“When is it time to stay where you’re at or leave.”
Please do a how to do a good interview i have a interview coming up soon.
It’s at the top of the list
@@HumbleMechanic thanks 👍☺👍
I've found that if your just straight up with them in the interview about your skill level and what you know you are proficient at and what you don't have much experience with they will usually hire you on as long as you show a willingness to learn what you don't know and are honest with them just don't be that guy that says you've got all this experience but don't know what your doing after they hire you that instantly makes you look bad
@@blazebox71 thank you
I am applying for an apprenticeship role so I don't have much experience. But I have got a strong desire to learn thats probably why I a. watching this video.
Thank you for the advice.
@@NayNay-wr4tn your welcome man anytime
I worked at a dealership for a few years. I was young at the time and an older tech was drilling into a broken exhaust manifold bolt and he drilled into the cylinder head. He called out sick for the next week and guess who got to replace the cylinder head... ME lol. Didn't get paid shit for that job of course. That tech still works there and that wasn't the first time that shit happened. If you fuck up then you should fix it or at least don't lie and try to dodge it. That will only hurt you and your reputation. I lost any respect I had for that guy. I've fucked up of course but I'll fix it... just might take a bit more time.
I think the worse is having warranty work done. I have a 17 Alltrack and an 18 Tig MQB. Both had Panoramic roof leaks. Alltrack needed a new headliner, Tig needed carpet and padding after dealership tried to dry it out and failed. I know most dealerships eat the labor on warranty work. I am sure it is frustrating as hell on a tech to do warranty work.
I’ve always tried to be honest with mistakes or breaking something. If I’m not completely honest (not hiding stuff that’s broken) it’s because I have a bad manager. The last thing I broke was a license bulb housing. Right there in front of the customer too. I went straight to the advisor who was clearly not really happy but as a former tech understands and just got the part on order. The customer only cared that if the bulb worked and stayed in place for an inspection. After doing one he looks at me and says “alright now we can do the other side just the same”. I look at him in horror and say “well I sure hope not cause the first one didn’t come out very well.”
When I’m about to do a job where I know a certain part that will break, like that hose on V6 passats, Then I’ll just inform the customer beforehand that “xyz-part” might break during this repair and if it does break then it will be “xyz-moneys” to fix it. Sometimes the customer will refuse, the eventually, added cost in advance... When that happens I’ll just tell the customer to come and pick the car up and pay for diag.
I do find getting my mind over a breakage is hard. Like you said some, there is nothing you could do, just touching it was the reason it broke. Recently I had a big issue happen. Fitted a voltage regulator to a 356 Porsche as the original was giving off a 17volts. Put new one on, first one was under charging, got a 2nd new one delivered doing the same thing under charging. Took half a day testing and found they need adjusting. Found a part you bend and was advised by the boss to tweak it till it was right. I was not really happy with this but boss said fine and car went out. Found out several days later the car caught fire and it was where the regulator is installed. Still waiting to hear back from Porsche experts but it’s looking at a £12k bill. So yes good advice don’t hide your f ups
Oh, man....this topic hurts me so much.
Breaking an old plastic hose? Understandable.....
Taking a oil drain plug out and ripping open the extremely rusty oil pan? Happens all too often in my part of the country....
But have you ever broke an engine block?
First year as a tech, I find a leaking oil pressure sensor on a late 90s Honda CRV during a oil change. Service manager sells the sensor replacement job. As a newbie, I didn’t have the right sensor socket, so I used a 22mm deep well impact socket and a bunch of adapters, extensions, and U-joints to get it out. Also as a newbie, I didn’t know that pressure sensors use NPT pipe threading and are therefore WIDER at the base, making it a wedge... Using the 3 foot long socket monstrosity took away all sense of how the sensor was threading in, so I end up forcing it all the way to the end of the threading. I put the electrical connector back on, lower the car down and back out of the shop.......and see a huge trail of oil following me out the door.
I put the car back in the air and see oil spraying out of a 2 inch long crack in the block, right out of the main oil gallery...
I put my tools away and clean up, fully expecting to be fired. I report my screwup to my service manager and my boss (who were upset, but actually very understanding, turns out it’s actually all too common for those Honda engines to crack at that spot when replacing the sensor), the shops insurance ended up paying for the customers replacement CRV, since the cost of a replacement engine at that point in time was more than buying an ENTIRE CRV of that vintage, so the customer got a car that was in MUCH better condition, and I managed to keep my job.
That's one thing that sucks. When you go to do a job, it fucks up, and everyone else knew about how they mess up and break exept for you....yeah great now its broke and i look like the dumb ass.
Awsome video man. Sorry I have asked so many questions lately in the comment section but I have one more for you or anyone here. I got a 2.5 engine out of a 2012 Passat and I'm putting it in my 08 Jetta. Is there any concern areas I need to be worried about? Thank you for you time and content.
Good talk Charles! I have been on all three sides Tech, Manager and Customer. Unfortunately it's a cultural background issue at times. What I mean by that is some have never experienced one stepping forward and taking responsibility. They don't get it. They really have missed out. Sadly. If one works at a place where they did step up. But then got run over. Get out of there now. As a customer.....those that step up get my business and great reviews. Those that don't. They get the opposite.
I know I would be interested in an auto tech interview video. Not just from a techs standpoint but me as a shop owner to know what to ask or what to be ready to answer when I hire more technicians.
The way I’ve always been is ... if you break it, you own it -you buy it.. you fix it.. that’s just the way it is. Unless it’s like an exhaust bolt or something like that that I’ve warned people beforehand about.
Just be upfront and a good manager will understand. Ive broken too many things and whenever i tell my manager he just accepts. Last costly damage I've done was on a brand new Toyota 4Runner nightshade edition. I just finished doing the PDS on it. Customer phoned and decided to have cross bars installed. I took on the job as it was an easy 0.5 for me, instead of taking it to our accessory guy. While prying out the plastic roof rail end cover i dented the roof on this $50,000 vehicle. My manager just jokingly told me to stop using steroids and sent it out for dent repair.
My car the past few times has come back with broken parts like plastic catches or holders under the hood etc (so has my dad's!). The garage has recently gone from older guys to lots of trainees and newer guys. Guessing they not so happy to replace the parts or even tell you about them!!!
Just experience bad customer service over here in Riverside today at our local Mercedes-Benz dealer.
Took in my 07 E350 over a recall issue (sunroof glass) yesterday and was told it was ready today. We get into the car and the fabric on the sunroof slider is hanging down.
We did not bring the car in for service with any interior issues and asked to speak to the service tech.
Long story short...
after the service tech said: "I'm not going to belp you" let's just say the car is still at the dealer and involved his dealing with his boss.
Honesty and humility. You'll inevitably snap a cam sensor on a Corolla 😆 but yeah, be up front and honest about it, and humbly accept responsibility. It gets worked out and usually the customer or boss isn't "happy", but at least they can trust you as a tech.. I'm 1 of those that will try to break a head bolt loose (other other stubborn part), and after a minute go get the boss.. "Hey boss, I'm gonna let you break this..." 😆
Who hasn't broken a TPMS sensor changing a tire? Haven't done many tires yet if you haven't right?
@@sparkplug1018 true statement
I work in underground utilities. I have seen the consequences of not being upfront. And seen disasters handled with being upfront. The latter is always preferable.
Excellent topic! With the huge amount of plastic parts under the hood (where they weaken due to heat cycling), if the shop always eats the cost of replacing the part, how do they stay afloat? Is there a buffer factor they add (sort of like the “shop supplies” misc. line item) to cover for replacing old fragile plastic parts?
Great Advice! Yep, I have those conversations with my 7 & 10 YO’s too
I had my oil changed in feb and they forgot to put my oil cap back on! Luckily the were pretty good about it
I bricked an ECU in front of the customer because he left the rear blower fan running when I was programming the ECU, I told the customer right away to leave the car and I will handle it and cover any costs of repair, so I bought a used ECU for $400 installed reprogrammed, then the immobilizer kicked in and stopped the car from running again, tried to reset it many times and failed, so I bought a new key but didn't work also, so I ordered a new immobilizer for 100$ it is on back order from outside the country and the customer will have to wait about 2 weeks for it to arrive, after all if it didn't work I will have to buy him a new ECU for $2000.
I did pay all of my pocket because I work outside on my free time.
The customer was one of the most understanding guys I've ever met, I really wanted to compensate him for the delay by paying for a rent car but he totally refused.
I've been in this scenario with some very expensive planes and inexpensive cars, and its very frustrating when your parts supply has none left in existance. goodbye 60k flight control surface, or timing cover on a junkyard car that's barely running