How Does Your Shop Handle The COMEBACK!?
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- Опубліковано 18 лис 2024
- In this video I had a customer return for a "comeback." In a previous video • Chevy / GMC Truck - Ru... we fixed his check engine light and a few days later it is on AGAIN!? So now what!? Do you eat it or do you rely on your process to show the customer it is an entirely different problem at hand? -Enjoy!
UPDATE: Customer pick up his truck, replaced his purge valve and ran a full drive cycle in a few days. The light is out, he got a lick'em stick'em inspection and all is well. The old Chivvy lives to die an other day. And to answer the question yes, I do charge for the second diag on a separate issue from the first one.
Situational - this diag could be a loss-leader in to future bigger business. :-)
And some of that cost is absorbed by revenue from another quality video.
It says a lot, that guys that work in other shops, bring their vehicles to you to fix.
South Main Auto Repair LLC I’m supprised being a tech he couldn’t find that issue himself. Often I find myself doing the diag and customer goes home to try to fix it himself. Sometimes they do sometimes they cause more more for me then would of been in the first place when they try to fix it cheap.
South Main Auto Repair LLC I’m supprised being a tech he couldn’t find that issue himself. Often I find myself doing the diag and customer goes home to try to fix it himself. Sometimes they do sometimes they cause more more for me then would of been in the first place when they try to fix it cheap.
I've started working in a small shop working on heavy duty diesel trucks. I just wanted to let you know that you are teaching everybody so much, and doing such a great job doing it. Glad to come here to learn! My car has been having canister vent solenoid issues as well and this just helped me confirm! My FTP hovers around 1.99 - 2.20 no matter if the system is sealed or not. I've already replaced the purge valve which didn't fix it. Glad to waste my own money then the customers! LOL. Lesson learned.
I do all my own work so when I have to bring it back I really give that guy a piece of my mind!
Me too, and I call him all kinds of bad names.
But you said you take it to someone so you don’t do your own work
@@cjayjayjay2973 Humor is a subtle thing CJay so let me explain this one. When I fix something and screw it up I give MYSELF a hard time for screwing up the job. Haha, get it? I haven't paid a wrench to twist a bolt on anything I own since 1983!
Yea. That idiot
@@cjayjayjay2973 wooooooosh
I write detailed descriptions of my repairs. I found out by accident my documentation was being deleted or significantly reduced by our service advisors. I asked the service advisor why my report was altered and they told me the customers don’t want to read about it. I told our maintenance director about it and told him I wasn’t responsible for any comebacks because the documentation had been altered. The next day after a prolonged early morning service advisor meeting I received an apology. Document. Document.
Same stuff happens to me. I always refer them to the actual RO. Then they go away sheepishly. Documentation for the win.
Document meticulously. Especially the issues that could not be resolved, like the incomplete drive cycle Eric mentioned.
I always do a system scan then email it to service writer in PDF then type up my findings in the same email thread. The writer usually copy and pastes to the RO. But that way I have redundant documentation. Plus at my shop we use Autovitals digital inspections for courtesy inspections. Had one today the clients bug shield fell off in the parking lot. Looked back at a digital inspection from a year ago & had noted that most of the bug shield fasteners were broke.
Good One Eric!
Tree in Alburquerque ,
That's AWFUL on the Service Writers & Customers part and Êxcellent on yỏur part.
( Sounds exactly like some Hillary Clinton Email Bleaching ALL òf the Evidence/Proof ) ( Smile )
How does it feel to be so close to a "22nd" Century Big Dog Neighborhood called www.automotivếtestsolutions.com outta Alburquerque, New Mexico !!
Long Beach, CA.
9.21.2019
@@shawnbauman5463 Thís is bad and you get to Run 'em Off like Sheeps !!
Nơw that's good !!!!
Yessir you hit the nail on the head. In my shop as soon as a customer brings their computer through my door we start documentation because we’re too small of a company to be caught with our pants down
I was the owner of a large garage many years ago. I also performed many of the repairs that came out of there. Now you have to realize this was years ago and customers even at that time were still not vehicle savvy. That's why they came to me, because they trusted me and my techs. Something like this would pop up occasionally and if it was our fault and was a true comeback it would be taken care no questions asked. If it was determined that it was not something that we had done I would normally charge a small diagnosis fee and charge the repair part at cost. I always made sure the customer went away feeling good and their car was correct. All just my own procedures on the way I handled it.
in my dealership ive always been told "this is the problem" and ive always wonder "how i can make sure" and i then i found your videos that help so much! even as a guy thats been doing this for only 10 years or more.
Man, you really got me wanting to open my own shop! Been a mechanic for 15 years. A combination of GM, FCA and aftermarket. I enjoy your deductive reasoning. All good mechanics use it to different degrees, but I can honestly say watching you has given me some “new tools” in my diagnostic approach. Keep up the good work!
Do it! Dont wait!
Aspiring mechanic. Currently going to school but have worked on my own cars for years, and from what my professor has taught me, you handled it perfectly. Our jobs as mechanics is to A) inform customers what is wrong with their vehicle, then B) talk to them about if they want you to repair it or not. This is why I love you. You’re an honest mechanic. Something pretty rare in this field.
I agree with documenting exactly what you've done, but that in itself is a definite skill to be learned. I give my apprentices a sample list of verbs and adjectives to get them started, for example; Diagnose. Troubleshoot. Remove. Replace. Install. Clean. Etc.
How my shop handles a return:
Took my vehicle in for a wheel alignment and shocks, shop said they had a difficult time with the alignment, had to use the torch etc, so it took some time. They said nothing was worn out in front end and price was exactly as quoted, regardless of the extra time it took. A few days later I noticed a clunk in the front end periodically. Took it back. When I went to pick it up they said, "Upper ball joint was worn out so I replaced it with a Moog and redid the alignment, here you go, no charge." I was astonished. He added, "We don't miss much and not often, but we did this time, sorry."
I've had that happen to me. They missed something and fixed it no charge
I want to move to Avoca, just to have my vehicle serviced by a quality mechanic
Seconded, I actually put south main auto into my gps (I live in Vancouver, Canada) So that if I ever go on a road trip across Canada like I plan to, I can dip down into the US to Dr. O to have my car tuned for the ride home! Just as an FYI, It is over 4000 km away :P
I feel the same exact way. Plus I absolutely love upstate NY.
i wanna retire to tahiti and not worry about car syz anymore.
Some day I’d like to retire in Upstate NY.
Same I checked google maps. It’s only an 8 1/2 hour drive for me.
I think documentation is always key no matter where you work or what you work with.
Ain't been read, ain't been said!
Amen, been there, done that
I always remind my colleagues, if you didn't write it down, it didn't happen. A very smart project manager I know tells me well-written meeting minutes (we are engineers) often turns out to be a big can of "shut the heck up" at the end of a project.
This is true...can’t really be a good police officer without accurate reports
Just had a similar issue with a customer and a Honda Pilot. In my state (CT) to get through emissions one of the things needed is for all of the readiness monitors to have run. Well the old money light was on and it was for a cat efficiency issue. ( big surprise, lol). Also had a VETC code. I fixed the issue with the VETC code and gave the customer a quote on replacing the cats. Rear bank was almost plugged, front one not much better. Well as you can imagine the customer about fell over at the amount of the quote, but like you I documented all that I found with a print out from the Verus and everything I did up to that point. Customer left (without getting through emissions) and said they were going elsewhere and that we were trying to take advantage of them. This was on a Wednesday. Customer was back Friday and first thing Monday mourning I'm putting new cats on. I also explained and documented what could possibly happen after we replace the cats so there are no surprises there.I document everything. I call it protecting my butt but I'm sure you know what I mean. Great video and great info. Thanks...
In the UK , most of us guys take photos on our phones of before and after doing repairs , showing registration number of car , mileage in and out , camera never lies , customers always think that it's our fault that their car has broken, and want the job for free , great video as always , well done
Good documentation is always the key to no misunderstandings. In your business or any other business. 👍
Yeah I agree, saved my bacon a few times.
Handled 100%the right way
Diagnosed the issue in full and confirmed it was a different issue than the original
You have illustrated probably the most important aspect of running a successful business, creating and maintaining the necessary documentation. Everything from repair orders to TP inventory to the most galling - government regulations. It sometimes seems impossible with everything else that fills a busy day, but it's got to be done. If you let it go it is almost impossible to catch up.
Another great video. Thanks Eric.
The shop I worked at for the last couple years had a policy that everything got a diagnostic charge on check-in. Didn't matter if it was warranty, comeback, or new repair, everything had the same charge. If it was warranty or re-repair, that charge got refunded, but the reality was that a lot of the time, the customer didn't know what was going on. Setting the right expectation from the getgo is critical, and that way, if something does go wrong, the customer is already aware of the process, knows what to expect, and doesn't feel like they're getting ripped off. Happy customers bring more business! :D
Did you say the customer works at a Chrysler dealership shop and brings his GM Chevy truck to you for service; that's a good one.
I was thinking the same thing... It's possible he's not a technician, maybe a salesman or a lube tech.
In the old video the dealership he works at couldn’t figure out what was wrong. Customer more then likely brought it back thinking the issue he paid to have fixed is back.
Lessor of two evils!
i just put a trans in a ptcruiser for a guy working for chevy, he was a sales rep
Well, they guy might be crazy but he ain’t stupid...
You handled it the way I handled it as a Service Manager at a dealership. The most important tool in your toolbox is a pen and access to workshop service. Anyone with dealer experience knows how much that saves your bacon.
Handled fantastically. Always ALWAYS document. EVERYTHING.
Extra info is better than not enough. 👏
Great job Eric ,you handled as any responsible owner of a shop should ,you explained it ,put in print/documented .I've always found that helpful when dealing with owners of vehicles I worked on along with educating them that fixing one issue may awaken others on the other side of the system ..Balancing the system as it were . Chevy's/GM products in general are good for that I've found in my automotive journey's.
Great video Eric O. This is exactly the reason it’s important to understand readiness monitors and drive cycles as well as documenting the work and thoroughly explaining the situation to the customer. You can save a lot of headache. It’s much easier when the customer knows these things up front than to try to explain it on the back end and look like you’re trying to take advantage of them.
THAT'S IT ERIC . EVERY SHOP MUST BE ON A PROFESSIONAL LEVEL AND THANKS FOR THE GREAT INSIGHT !
Most problems come from miscommunication but since you documented first problem you are correct and customer would have to pay for the new problem. He/she may not like it but but it is what is is.
I have always felt that you started videoing your work to be able to show a doubting customer what you have done. Keep up the good work.
I learned this from the best boss that I had in 30 years. " Without documentation, it didn't happen" "facts can't lie" I think you covered your bases. My car is 31 years old and has 150k Mikes. I know that any one of its parts could fail at any second. Many people don't think about the fact that parts age and stuff wears out
That was the best explanation of evaporative emissions testing that I ever heard, and I've listened to a bunch. Thanks Eric O!
unless im diagnosing the car, the other techs and service writers at my shop throw parts at the damn thing till they stick. the future of automotive diagnosis is looking really bleek from where im seeing it. i hope the younger generation starts to watch guys like sma, scannerdanner, etc. fix em right the first time guys. thats how its done. dont know how to read a wiring diagram? learn how to! its not that hard. learn your trade. dont be lazy.
They need to pay the Advisors less on parts and give the techs a bump in pay. OR, give the techs a cut of the parts they have to install.
lexustech48 service writers make close to double what i make lol
or at least pay us the same shit
bill durning throwing parts at a car and checking a sensor for 5 volt ref are 2 completely different things so whats your point? and yes i do work on cars. what about my comment makes you think i dont? and no i dont work flat rate but even if i did i would still do my job the same way. i have worked commision, flat rate, salary and even had my own business. right now im a salaried tech but that doesnt mean i skimp on the diag. "the only reason you dig is if the parts dont fix it" those were your words. you must have alot of time and money on your hands to be ordering parts to see if itll "fix it" lol. so youre saying just because you had an easy diag yesterday they are all like that? every situation is different. why dont you just mind your own business and dont tell me how to do my job. and yes fixing it right the first time is the right way. just because its not your car doesnt mean you can half ass diagnose it. and fyi, i dont have comebacks and my customers are happy because of it. im sure if it was your own car you would go slightly out of your way if you knew the part that you might be thinking is bad is expensive. i just dont get your arguement. you thinking i spend hours and hours on one car? i diag 3,4,5 cars a day and probably hang parts on 4,5 other cars. i work on about 8-10 cars a day. if i was flat rate id be making same money if not more. you must be in a slow ass shop if you think i can spend half a day on one car lol. my point is; relax noob, stay in your lane and you might learn a thing or 2. sounds like everyone in your town and their mother heard about your map sensor diagnosis achievement
@@dumbthingsyousee6969 You sound like the guy that would start chucking modules at a MOST error instead of taking the 5minutes to walk the network checking the optics.
Truth, happens all too often! Gotta have good documentation and communication with your customers to CYA and prevent them from assuming that the CEL is going to stay off after addressing known problems at the time of initial diagnosis.
I agree 100 percent that it's ABSOLUTELY CRITICAL to document every DTC stored or set and check readiness monitors to make damn sure you know what checks are completed prior to starting any diagnostic, testing, and repairs on any DTC's stored/set.
Great video Eric, thanks for sharing your knowledge and experience with us! Lol, funny, soon as I seen the P0455 on that Chevy, I chuckled and thought, "Yup, probably a purge valve!" Good feeling when you know that you CYA with good documentation. Have a good one.
Part of a small business, record keeping! Thanks Dr. O!
Great advice. My goal is to rent a garage with a lift in the not so distant future so I can start trying to make a go of it for myself.
Your videos are learning gems. I have learned more from you than you could possibly imagine.
Eric those draw strings on your jacket hood dangling near the turning belts made me cringe!😳
I saw the same. Had a friend in HS get pulled in by loose clothing and the "mini fan" on the front of old alternators ate him pretty good.
Same with long hair.
Safety. Third...
I have to say it! I thought the same thing!!! Lol! Maybe Mrs. O could snip them close to the top,not all the way through,but enough to where they would break away if tugged on real hard.
@@pushpushlambert8079 "Snowflake thread"? Dumb comment because It ONLY TAKES ONCE! He may get away with it a hundred times and then... I retired from a large company, 40+ years, where SAFETY became a huge policy and I learned to appreciate to not take short cuts, use safety apparel always, etc. You can make one mistake and pay for it the rest of your life. SOME HAVE and I was able to retire with all my fingers---the unlucky or careless can't say that. Hope Eric pays attention to those that have commented with common sense criticism. You can never be too careful.
I remembered that on the last video with the same truck that you mentioned the purge valve possibly not pulling a vacuum on the tank and could be an issue with the valve being stuck closed. Great observation from a great mechanic.
Definitely agree how it was handled. Personally if I diagnose and repair something that has a CEL and it comes back, I will scan it no charge. If it is the same code I will take a look at it, but if it is a different code I will charge. Most higher end scanners luckily document full code scans. In my line of work at GM, GDS2 does a great job of doing a full vehicle scan quickly which I can then print out showing all details of the time, vehicle, MDI serial number, modules that communicated and had codes. I do this on every vehicle that comes in with a service light on the dash and attach it to the repair order. The big thing for me is that GDS2 saves all the files and they can be exported and saved for my personal CYA cases, because there always is the one "every since ya". Explaining all this to some customers can be very difficult in some cases.
Working for CAT taught me how important a good service report is. People need to know they are not being taken advantage of. Most just want to know what they are paying for and a service report tells them just that. If you have to go to court over a dispute chances are slim you will get your money without a detailed service report. You are great with electrical and troubleshooting. The videos you make are the best I have found and I learn a lot from them. Thanks for sharing your time and knowledge with us.
Nice video Eric, Great advice. Even for the shade tree mechanic. Make good notes on what you did it can and will help you in the future.
Good diagnosis. Glad to know there are people that understand all this stuff and can diagnose properly and repair rather than just throwing parts at it.... My local mechanic is good at it too. He documents everything. I called him from Florida some years ago and he helped me diagnose and repair my vehicle myself...
Thats an excellent point to make. I lost my tail last year because of poor documentation. I have gotten alot better but still need improvement. Good video
I was comeback king for the first couple months after trade school, then after Honda Training in Weston Florida. After the training Honda gave me I was the golden child. I think every shop has a special name for people I learned. It's great. Your family ends up being your shop buddies, Parts managers etc..
We always try to have good written documentation to avoid the dreaded “ever since you worked on my car” dilemma.
Great job Mr. O. Just a heads up when working over the engine. Take your hoodie off b/c the draw strings can get entangled in the alternator belt. I have seen that happen and it’s not a pretty site.
sight
It's not always what you know, it's what you put on paper. Keep up the good work 💪.
Duty cycle can be tricky. I've received new, OE ones that didn't work properly. Comebacks, we all have them. We're doctors. Medical doctors sometimes don't get it right the first time either. Eric, as usual, good explanation.
Another view is: he was a satisfied customer so he comeback for other work.
Not really, most people might assume the same problem returned, so it's natural to go back to the same repairer.
In this case, Eric O had documentation, so he can demonstrate it's a new problem.
Sometimes fixing one problem can show up other faults in the system.
For example, sometimes doing a head gasket on an older car can lead to the main bearings failing a few months later, because with the increased compression of the new gasket they are suddenly taking more load.
Addicus Taylor absolutely not especially since a lot of shops throw parts at a car until it’s fixed
I think you handled it perfectly - the key is being transparent in terms of what was wrong, and how it was fixed - I bet most times, folks don't even read the notes - they just know their car was broken, and now it's not, so they are happy - when the CEL comes on again, they probably think the same thing is wrong, and I bet many folks don't appreciate that there are hundreds of things that can turn on the CEL - when you explain it clearly in terms of what was wrong, how it was fixed, and what the current issue is, that should bring around the folks that are convinced the problem wasn't fixed the first time.
Careful with strings on jacket + moving serpentine belt!!!!
I had an instructor at a Chrysler factory training center that was doing the same thing with a necktie on. When someone called him out about it he pulled the necktie off, revealing that it was a clip on! That was a fun class.(we were getting trained on the A-518 4 speed auto trans that had just come out. This was in the late 80's or early 90's)
I was thinking same thing.
A former colleague worked with a guy who had a long, long beard. Until the day he got it stuck in the serpentine belt....
I’m a service writer for a high volume shop in Houston Tx, documentation is key!!!! Good work Eric! Even better, good diagnosis, this is what people don’t understand about good diagnosis, and they wonder why we charge them diag fee!?
I'm liking these videos that include your explanations of the system involved. Good stuff man. That's me, I play mechanic. :)
We do the same thing. We give them a detailed write up of everything involved. Including codes and work done. Also a before and after scan with time stamp.
If the car comes back. We charge them diagnostic time. With the understanding that if it is related to prior said work. We wave all fees.
Seems to work out well for both parties.
Best way to avoid a comeback...quickly flip the 'Yes We Are Open' sign on the front door to 'Sorry We Are Closed'. As soon as the customer walks out of the front door lock it. 🤣
Follow Rodney Dangerfield's tips ua-cam.com/video/jqqcrf64UWg/v-deo.html
#jimmycarrcomeback 😬
Quick and easy.. and I agree that proper documentation is needed.. I bill by invoicing and all my invoices are document with what I did exactly to the vehicle along with DTC milage ect. Great vid.
I got an emergency call with a company that I contract with, and I’m 1:20 from you. It’s killing me to know that I’m that close, and can’t bring you some ice cream. Would love to meet you someday, and thank you for all your great videos.
Eric has a better understanding of how events and diagnostic codes should be implemented than some of the engineers I work with.
Some customers are a pain I changed the brake pads on a customers car and they came back a week later and said since I had worked on their car the reverse lights did not work and blamed me as it happened both bulbs were blown I replaced them free of charge but never did any more work for that customer. Some you have to let go.
Were the lights checked before returning the vehicle? If not... substandard work. I wouldn’t return to you either
@@chrisfabian2894 Why would you expect to get your reverse light bulbs changed if you brought it in for new brake pads? Those are completely unrelated. I wouldn't want your dumbass as a customer if I ran a shop.
Corey Batchelor if you read what I wrote, IF they were CHECKED, maybe I could respect your reply. But you’re just another dumbass
Corey Batchelor and by the way, all of those thumbs up are probably from hack mechanics who charge for crap like muffler bearings! 😂😂😂
@@coreyisabigpushover, don't worry about him. He's the "freeloader" type.
Awesome! I'm sure you have a lot of customers that never question your honesty or work.
Sage auto wisdom. Did me ma teach you this??
Customers appreciate the documentation. It is professional. Great Job!!!
Experience and observation taught me this ;)
Hello Eric
I agree with you on the way you handle a comeback. I have used that venue for over fifty years.
Thank you for your hard work, your dedication and your videos
R.G. Young, Jr.
One two barbeque, Eric your are the best mechanic on UA-cam
In general
I want to thank you personally eric for what you mean to the youtube community. I am a technician at Firestone Complete Auto Care and the way we handle comebacks is we constantly inform customer what is going on and if it is related to technician error, free of charge. If due to part failure or another separate issue we charge tgem for repair but not diagnosing and they will flag us techs some diag time
You not only have good written documentation plus you have video! With a few thousand witnesses!
That is a thought. Eric have you ever shown last repair video vs this repair video to customer to help them understand?
On the purge valve, I've seen it where they tend to get stuck open or closed because a piece of charcoal was sucked up and caused the purge to stick open or closed. The charcoal breaking off was due to something hitting the canister or over filling. So, I always pull the purge and check for charcoal bits coming out of them. If a piece of charcoal material broke off and caused the purge to stick which was replaced, it's possible the same thing could happen with the replacement purge valve. So, it's a good idea to check the purge valve to prevent another comeback.
“You changed my engine oil and now my AC doesn’t blow cold”
Nah, more like "I just brought my car into your shop and you said that you fixed it! Now the Check Engine Light's back on!"
When you fix the car the CIL shouldn't come back on!!!
🤣👍
yes as a builder I always used good signed documentation and pictures to verify each stage of projects. Same for remodeling work. You did great on this one as usual and the customer needs to pay the whole bill, it was a different issue. Well done Eric. You sound like you are feeling much better. Hopefully New york is on the back side of winter and smell the start of spring :)
It’s not a comeback, it’s a second opportunity to make more money 💰
Homie Hektor Yes and no. It’s an opportunity to fix another problem. I find that regardless of what you do, if you do the job well, you get paid for it.
It’s a sign of incompetence in the person being paid. Get your money back and find someone qualified to work on your vehicle. Quit paying for these lying, cheating, price gouging hacks!
Karl Bolser if the car comes back for the same problem...it’s a comeback.
If it’s comes back for a different issue...it’s a second opportunity 💵
Yes and Yes 😎
Chris Fabian 🤦🏽♂️
Homie Hektor what is that supposed to mean?
Even if the vehicle was in the day before , you have every right to charge for a new issue . Your diagnosis is top shelf and thorough . I am on Long Island . There is no shortage of shops that feel entitled to rob the customer . The only purge that happens is to their wallet ! And if 10 % were the experts they claim to be , I would be amazed . That's why I DIY my own car . Your channel is a great place to learn . Thanks .
"you fixed my car and now my belt squeaks"
LOL hopefully Eric put on the second bill that the Chevy Truck needs a new belt.
Exactly why i slam em with everything on inspection.
At the dealer used to have customers that tried to hustle you in the lot to fix their car for free, change a bulb, change that, etc When they did not even have a repair order. Then again it was a dealer in the hood so... No foul play there just how it is "Okay buddy be right back" Then you walk off. They wait for 10 mins then drive off. @Don N
Ghetto Wagon
...but you are missing the fact that a lot of garages and dealers do ‘create work’ which is why SMA is still successful in today’s world.
Honda Pilot. New ps axle shaft assembly. Installed by local garage. Friends of mine. It starts leaking 2/3 quarts week after a couple weeks. They go back: diagnosis? Trans bearings must be bad, “that’s what took out the axle shaft” “we’ll put a used trans in for $2000”
Friends said no. Asked me to help. It was a several long hours pain in the neck but a new output seal and polishing the rusty axle shaft with 600 and it hasn’t leaked again. That shouldn’t have been installed that way.
That kind of incompetence (or intentional dishonesty?) is too prevalent.
Yep
, you put in a tail light now I have a flat tire.
your explanation of the evap system and how it works finally clicked in my head. Now I understand how the system works so diagnosing it will be much easier on my own vehicles. I don't own a high end scan tool but I do have HP Tuners which can pull all that info plus has bi-directional controls where i can command the purge and vent. I never thought to monitor the fuel tank pressure sensor
My mechanic is honest and proud of his name. The shop is kleen. If it's a comeback for failed performed work, towing is refunded.
hugglescake
I know a guy like that. Unfortunately he’s in his 60’s and I’m sure he will retire in the near future. His son I’m sure will take over and I can tell he will quickly change things.
Most mechanics do that, they can't really argue otherwise.
Clean shops really give me the willies. They butter you up with free popcorn and a nice waiting room. Clearly their focus is on making money on you; not cars. I'd rather see a shop with parts in the lobby. They're focused on cars.
you handled it the correct way. documentation is very important. we have customers with fleet of machines. a machine will come back weeks later and the customer believes that that machine was in for a repair when it was another. we always get the vins from the machines. this helps a lot with fleets
Jees never mind the comeback Mr O, my wife left me strict instructions before going out for the evening, focus on the kids and cooking there tea, and don’t be distracted by the American mechanic, now I’ve got a burnt dinner in the oven and have to go an get a takeout - all your fault for posting a new video. Good stuff btw I was making notes about PCVs when I smelt the old dinner incinerating. Ps now I’ve got to bribe the kids to keep their mouths shut, damn SMA.
It might be the time to invest in a timer. Mine works great for pulling me away from UA-cam and back to the kitchen!
@@caduceus33 Or, "Google, set a fifteen minute timer." Works for me.
If the smoke detector doesn't go off - dinner isn't done!
Great job. Documentation is key. In high volume shops it’s worse. Open, honest communication is also important. The customer “doesn’t know” so they’re upset to start with. Understanding that and tempering all responses to the customer; let’s them know you are the professional; not just with your skills but in how you conduct business. You of all people know how fast your reputation can be diminished in a small community. You Sir are a professional. 👍🏽
They usually all get dumped on me, regardless if it's mine or not. Comebacks suck, but I find if there delt with correctly. they can make an occasional customer to a life long one.
Well said. If you do your job great again. With good explanation of what happened this time vs last. Even people that know nothing about repair will understand. Great point.
@@Really2u I agree, but customer communication is a very difficult skill set for many to get proficient at. (Some people are naturals, like I suspect Eric is, but they are rare that can speak in clear terms that make the customer understand, without overwhelming them with technical terms, or sounding like they're talking down to them... Very finely nuanced skill required.)
“They usually all get dumped on me, regardless if it’s mine or not.” Sounds like the other mechanics shouldn’t be being paid if they can’t do their work correctly.
@@chrisfabian2894 I am not going to disagree lol
I'm service writer / ex tech always a problem comebacks..not getting proper input for the problem to the tech customer writer communication is important, you are correct the more you can document and clarify on description of the repair saves a lot of headaches and bickering down the road. Very good explanation
Hi Eric, having had to deal with many customers in the past and trying to mitigate future problems after a repair, do you think you would/should add a statement to your first repair like "Please note: Since a drive cycle has not been completed on this vehicle, other components/systems not associated with this repair may require additional attention."?
I do almost exactly that.
We do the same as you did. Document repair. If we missed something the first time, it's on us. Otherwise it's a new repair. Great video. Thanks
“You did my alignment now my motor has a slight oil leak”.
You fixed my battery now my breaks doesnt work
Edit: damit i messed that up lol
You changed the rear brake light bulb, now it won't go into 3rd gear and its got a miss-fire
You bent my Johnson rod and now it needs muffler bearings all because you didnt check the blinker fluid and the piston return springs smh Shady shady work mr lol
I had one where we did the customers brakes and then he came back saying he had no brake lights..
I fixed a roof once and got blamed for a "hot water heater" leak. This was on a 3 story condo
documentation is key to covering your rear end in many professions my wife is a nurse practitioner says it all the time, great video
I'm a shop owner and I think you handled it very professionally document everything will always cover your own butt
Eric you continue to amaze me with your diagnostic skills you certainly are a master at your trade
Nice to see the use of "every tool has a hammer end". tappy tap tap.
I do as you do, document, document, document. Customers, at least in my area, jump to conclusions as to comebacks that it's the same situation/issue as the original visit. I document everything i can on each invoice so that if/when something comes back i can show them exactly what i did before and what's wrong the next go around. Keep up the good work!
Eric, watch those hoodie draw strings. Don’t make Mrs. O. a widow. The viewers want to keep you around for a long time too.
Made me nervous too
I know I've said it many times before....Love the approach! It all makes perfect sense.
Can't begin to tell you how much knowledge I've gained since finding your channel!
Thanks!
Well, at my old shop it depends who has the comeback.. highest producer f’s up something it was buried. Any of the avg techs did it they were vilified for it. Great vid btw!
Glad it was at the OLD shop. Who needs that crap.
Steve Orshon ya definitely. New place seems much better. Much more positive and team oriented
Thanks for teaching me how to handle come backs alot of times the customer is not happy. Documentation is key
How does the SMA handle comebacks??? Like a true pro!!!
Mario S. More like by seeing this $$$$$$$$$
Nice handling and professional care in documenting the jobs done.
The problem always is: only one light for hundreds of different faults.
With LCD screens in the dash these days, manufacturers should show a code or a short description, so that customers could know what kind of malfunction they have - this would stop the idea that they have a recurring problem and it's the repair shop's fault.
When your bending over the running engine your hoody’s strings are dangerously bear the pulley
Excellent video Eric. I enjoy watching all the steps you go through to diagnose. Thanks.
Great video man! Thanks for sharing your knowledge!
Handled like the pro that you are Eric. Good documentation is so critical in this industry. I do a similar thing which is if the issue is related to the original diagnosis and repair, it's under warranty. If it's a separate issue, they get charged for the diagnostic and subsequent repair. Only way I know to be fair to both the customer and yourself.
I have to assume the fellah that owns that truck is a young guy, late teens early 20's, and just started working at the dealership. I can't believe someone with some time at a dealership couldn't get advice from a senior mechanic on what to do to troubleshoot that. Perhaps he's too new to be comfortable asking for help.
I'm a technician for Chevrolet !!!!I watch your videos for educational purposes....I agree with documentation that way you have backup if somebody says something about repair, or if something happens to vehicle after repair as too what was repaired!!!!!!!!!!!!!
Watch those hoodie strings when leaning over a running engine. Be safe.
My teacher would say that to us in college over and over. Safety first
Frank_The_Tank Frank_The_Tank somewhat related, watched a guy get sucked into a full speed lathe in school due to wearing a hoodie with strings. He survived to tell the tale, but it was beyond scary.
We had a guy at work wearing the ole hoodie while using a grinder with a cut off wheel. It was bad, real bad. He lived tho.
Joseph girl I’m my jewelry class didn’t tie her hair back like she’s supposed to when using is polisher. The bench grinder turned polisher sucked her right in. Nearly had to cut half her hair off to get free.
I was thinking the same thing; I remove any strings before I would lean over a running engine.
Very good explanation of a PO449/455 and the enable criteria. Been a GM Tech(Retired thank God) for 35 years a comeback on a vehicle in warranty (With same issue...SES Light) is usually back flagged on hours for warranty…even with a different code…customer complaint repeat SES light. And yes been a GM Tech (Retired thank God) for 35 years a comeback on a GM vehicle will happen again and again and again……
Fair and professional way to handle customers.
Pat Murphy except the customer had to lose use of their vehicle 2 times to get it fixed correctly. How much extra did that cost them?
@@chrisfabian2894
That's what you get with a Chevy!
Certainly not Eric's fault that the vehicle had another problem.
Frank Newling lol.
Documentation is always the key. Pretty much in all must any setting. But as a tech you always need to cover yourself, by explaining what you have done. When I work at a dealer in Florida the service writers started using tablets to do the basic writing up cars but all take pictures of the car . Before they were service to document. I started taking pictures of repairs that could be access with a camera. Then put on my laptop as a shared file with my service write and team leader.
you did well!! documentation is key!! of course in a one man shop, you're in charge of your own comebacks. However, this really wasn't a comeback since it wasn't anything you did to the vehicle or a failed repair attempt. This was just something else that failed on the vehicle but, the timing of the failure made it seem like it was your fault. Kind of like the ever since you touched my car, this is happening syndrome... great video as always. I am impressed with the number of aftermarket scan tools that pop up in your videos.
Pleased to see you are open and understanding... on this discussion of ''call backs''...