How to Communicate for Better Auto Service
Friday, September 9, 2011
, Posted by Immel at 5:33 PM
Glove Box Tips from
Ted the Technician
Today's cars, light trucks, and sport-utility vehicles are
high-tech marvels with digital dashboards, oxygen sensors,
electronic computers, unibody construction, and more. They run
better, longer, and more efficiently than models of years past.
But when it comes to repairs, some things stay the same.
Whatever type of repair facility you patronize--dealership,
service station, independent garage, specialty shop, or a
national franchise--good communications between customer and
shop is vital.
The following tips should help you along the way:
Do your homework before taking your vehicle in for repairs or
service.
Today's technician must understand thousands of pages of
technical text. Fortunately, your required reading is much
less.
* Read the owner's manual to learn about the vehicle's
systems and components.
* Follow the recommended service schedules. Keep a log of
all repairs and service.
When you think about it, you know your car better than anyone
else. You drive it every day and know how it feels and sounds
when everything is right. So don't ignore its warning signals.
Use all of your senses to inspect your car frequently. Check
for:
* Unusual sounds, odors, drips, leaks, smoke, warning
lights, gauge readings.
* Changes in acceleration, engine performance, gas mileage,
fluid levels.
* Worn tires, belts, hoses.
* Problems in handling, braking, steering, vibrations.
Note when the problem occurs.
* Is it constant or periodic?
* When the vehicle is cold or after the engine has warmed
up?
* At all speeds? Only under acceleration? During braking?
When shifting?
* When did the problem first start?
Professionally run repair establishments have always recognized
the importance of communications in automotive repairs.
Once you are at the repair establishment, communicate your
findings.
* Be prepared to describe the symptoms. (In larger shops
you'll probably speak with a service writer/service
manager rather than with the technician directly.)
* Carry a written list of the symptoms that you can give to
the technician or service manager.
* Resist the temptation to suggest a specific course of
repair. Just as you would with your physician, tell where
it hurts and how long it's been that way, but let the
technician diagnose and recommend a remedy.
Stay involved... Ask questions.
* Ask as many questions as you need. Do not be embarrassed
to request lay definitions.
* Don't rush the service writer or technician to make an
on-the-spot diagnosis. Ask to be called and apprised of
the problem, course of action, and costs before work
begins.
* Before you leave, be sure you understand all shop policies
regarding labor rates, guarantees, and acceptable methods
of payment.
* Leave a telephone number where you can be called.
A Word about ASE
Perhaps years ago, a shade-tree mechanic whose only
credentials were a tool box and busted knuckles was enough.
But today's quality-conscious consumers demand more.
The independent, non-profit National Institute for
Automotive Service Excellence (ASE) conducts the only
industry-wide, national certification program for automotive
technicians.
Consumers benefit from ASE's certification program since
it takes much of the guesswork out of finding a competent
technicians.
ASE certifies the competency of individual technicians
through a series of standardized specialty exams (brakes,
transmissions, engine repair, ect.)
ASE
CERTIFIED
We employ technicians certified by the National institute
for AUTOMOTIVE SERVICE EXCELLENCE.
Let us show you their credentials
Certified technicians are issued pocket credentials
listing their area(s) of expertise and usually wear blue and
white ASE shoulder insignia, while employers often post the ASE
sign on the premises. There are over a quarter million ASE
technicians at work in every type of repair facility.
This publication has been reviewed by the Environmental
Protection Agency. Distribution of this document does not
constitute or imply EPA endorsement of any ASE service.
National Institute for
AUTOMOTIVE SERVICE EXCELLENCE
13505 Dulles Technology Dr.
Herndon, VA 22071
-------------------------------------------------------------------------------
Don't Leave It To Chance!
Choosing the Right Repair Shop for Your Vehicle
Glove Box Tips from
Ted the Technician
EPA
National Institute for
AUTOMOTIVE SERVICE EXCELLENCE
Choosing the Right Repair Shop
No matter what you drive--sports car, family sedan,
pick-up, or mini-van, when you go in for repairs or service,
you want the job done right. The following advice should take
much of the guesswork out of finding a good repair
establishment.
I. Preliminaries
Don't just drop your vehicle off at the nearest establishment
and hope for the best. That's not choosing a shop, that's
merely gambling.
* Read your owner's manual to become familiar with your
vehicle and follow the manufacturer's suggested service
schedule.
* Start shopping for a repair facility before you need one;
you can make better decisions when you are not rushed or
in a panic.
* Ask friends and associates for their recommendations. Even
in this high-tech era, old-fashioned word-of-mouth
reputation is still valuable.
* Check with your local consumer organization regarding the
reputation of the shop in question.
* If possible, arrange for alternate transportation in
advance so you will not feel forced to choose a facility
solely on the basis of location.
Once you choose a repair shop, start off with a minor job; if
you are pleased, trust them with more complicated repairs later
II. At the Shop
* Look for a neat, well-organized facility, with vehicles in
the parking lot equal in value to your own and modern
equipment in the service bays.
* Professionally run establishments will have a courteous,
helpful staff. The service writer should be willing to
answer all of your questions.
* Feel free to ask for the names of a few customers. Call
them.
* All policies (labor rates, guarantees, methods of payment,
etc.) should be posted and/or explained to your
satisfaction.
* Ask if the shop customarily handles your vehicle make and
model. Some facilities specialize.
* Ask if the shop usually does your type of repair,
especially if you need major work.
* Look for signs of professionalism in the customer service
area: civic and community service awards, membership in
the Better Business Bureau, AAA-Approved Auto Repair
status, customer service awards.
The backbone of any shop is the competence of the technicians.
* Look for evidence of qualified technicians, such as trade
school diplomas, certificates of advanced course work, and
ASE certifications--a national standard of technician
competence.
III. Follow-Up
* Keep good records; keep all paperwork.
* Reward good service with repeat business. It is mutually
beneficial to you and the shop owner to establish a
relationship.
* If the service was not all you expected, don't rush to
another shop. Discuss the problem with the service manager
or owner. Give the business a chance to resolve the
problem. Reputable shops value customer feedback and will
make a sincere effort to keep your business.
A Word about ASE
Perhaps years ago, a shade-tree mechanic whose only
credentials were a tool box and busted knuckles was enough.
But today's quality-conscious consumers demand more.
The independent, non-profit National Institute for
Automotive Service Excellence (ASE) conducts the only
industry-wide, national certification program for automotive
technicians.
Consumers benefit from ASE's certification program since
it takes much of the guesswork out of finding a competent
technicians.
ASE certifies the competency of individual technicians
through a series of standardized specialty exams (brakes,
transmissions, engine repair, ect.)
ASE
CERTIFIED
We employ technicians certified by the National institute
for AUTOMOTIVE SERVICE EXCELLENCE.
Let us show you their credentials
Certified technicians are issued pocket credentials
listing their area(s) of expertise and usually wear blue and
white ASE shoulder insignia, while employers often post the ASE
sign on the premises. There are over a quarter million ASE
technicians at work in every type of repair facility.
This publication has been reviewed by the Environmental
Protection Agency. Distribution of this document does not
constitute or imply EPA endorsement of any ASE service.
National Institute for
AUTOMOTIVE SERVICE EXCELLENCE
13505 Dulles Technology Dr.
Herndon, VA 22071
-------------------------------------------------------------------------------
Don't Get Stuck Out In The Cold
Getting Your Vehicle Ready for Winter
Glove Box Tips from Ted the Technician
EPA
National Institute for
AUTOMOTIVE SERVICE EXCELLENCE
Getting Your Vehicle Ready for Winter
Mechanical failure--an inconvenience any time it
occurs--can be deadly in the winter. Preventive maintenance is
a must. Besides, a well maintained vehicle is more enjoyable to
drive, will last longer, and could command a higher resale
price.
Some of the following tips can be performed by any
do-it-yourselfer; others require the skilled hands of an auto
technician.
First things first. Read your owner's manual and follow the
manufacturer's recommended service schedules.
* Engine Performance--Get engine driveability problems (hard
starts, rough idling, stalling, diminished power, etc.)
corrected at a good repairshop. Cold weather makes
existing problems worse. Replace dirty filters--air, fuel,
PCV, etc.
* Fuel--Put a bottle of fuel de-icer in your tank once a
month to help keep moisture from freezing in the fuel
line. Note that a gas tank which is kept filled helps keep
moisture from forming.
* Oil--Change your oil and oil filter as specified in your
manual--more often (every 3,000 miles) if your driving is
mostly stop-and-go or consists of frequent short trips.
* Cooling Systems--The cooling system should be completely
flushed and refilled about every 24 months. The level,
condition, and concentration of the coolant should be
checked periodically. (A 50/50 mix of anti-freeze and
water is usually recommended.)
DIYers, never remove the radiator cap until the
engine has thoroughly cooled!
The tightness and condition of drive belts, clamps,
and hoses should be checked by a pro.
* Windshield Wipers--Replace old blades. If your climate is
harsh, purchase rubber-clad (winter) blades to fight ice
build-up. Stock up on windshield washer solvent--you'll be
surprised how much you use. Carry an ice-scraper.
* Heater/Defroster The heater and defroster must be in good
working condition for passenger comfort and driver
visibility.
* Battery--The only accurate way to detect a weak battery is
with professional equipment. Routine care: Scrape away
corrosion from posts and cable connections; clean all
surfaces; re-tighten all connections. If battery caps are
removable, check fluid level monthly.
Avoid contact with corrosive deposits and battery
acid. Wear eye protection and rubber gloves.
* Lights--Inspect all lights and bulbs; replace burned out
bulbs; periodically clean road grime from all lenses.
To prevent scratching, never use a dry rag.
* Exhaust System--Your vehicle should be placed on a lift
and the exhaust system examined for leaks. The trunk and
floor boards should be inspected for small holes. Exhaust
fumes can be deadly.
Cold weather will only make existing problems worse. A
breakdown--never pleasant--can be deadly in the winter.
* Tires Worn tires will be of little use in winter weather.
Examine tires for remaining tread life, uneven wearing,
and cupping; check the sidewalls for cuts and nicks. Check
tire pressures once a month. Let the tires "cool down"
before checking the pressure. Rotate as recommended.
Don't forget your spare, and be sure the jack is in
good condition.
Carry emergency gear: gloves, boots, blankets, flares, a
small shovel, sand or kitty litter, tire chains, and a flash
light. Put a few "high-energy" snacks in your glove box.
A Word about ASE
Perhaps years ago, a shade-tree mechanic whose only
crededentials were a tool box and busted knuckels was enough.
But today's quality-consious consumers demand more.
The independent, non-profit National Institute for
Automotive Service Evcellence (ASE) conducts the only
industry-wide, national certification program for automotive
tecnicians.
Consumers benefit from ASE's certification program since
it takes much of the guesswork out of finding a competent
tecnicians.
ASE certifies the completency of individual tecnicians
through a series of standardized specialty exams (brakes,
transmissions, engine repair, ect.)
ASE
CERTIFIED
We employ technicians certified by the National institute
for AUTOMOTIVE SERVICE EXCELLENCE.
Let us show you their credentials
Certified technicians are issued pocket credentials
listing their area(s) of expertise and uually wear blue and
white ASE shoulder insignia, while employers often post the ASE
sign on the premises. There are over a quarter million ASE
tecnicians at work in every type of repair facility.
This publication has been reviewed by the Environmental
Protection Agency. Distribution of this document does not
constitute or imply EPA endorsement of any ASE service.
National Institute for
AUTOMOTIVE SERVICE EXCELLENCE
13505 Dulles Technology Dr.
Herndon, VA 22071
-------------------------------------------------------------------------------
It's Up to You: Dirty or Clean
Keeping Your Vehicle in Tune with the Environment
Glove Box Tips from
Ted the Technician
EPA
National Institutes for
AUTOMOTIVE SERVICE EXCELLENCE
Keeping Your in Vehicle in Tune with the Environment
Car care is definitely a win-win situation. Besides
helping the environment, a properly maintained and operated
vehicle will run more efficiently, will be safer, and will last
longer--up to 50% longer, according to a survey of
ASE-certified Master Auto Technicians. The following tips
should put you on the road to environmentally conscious car
care.
* Keep your engine tuned up. A misfiring spark plug can
reduce fuel efficiency as much as 30%. Follow the service
schedules listed in your owner's manual. Replace filters
and fluids as recommended.
* Check your tires for proper inflation. Underinflation
wastes fuel--your engine has to work harder to push the
vehicle. Wheels that are out-of-line (as evidenced by
uneven tread wear or vehicle pulling) make the engine work
harder, too. Properly maintained tires will last longer,
meaning fewer scrap tires have to be disposed.
Every ten days, motorists who drive with under-inflated tires
and poorly maintained engines waste 70 million gallons of
gasoline.
Car Care Council
* Keep your air conditioner in top condition and have it
serviced only by a technician certified competent to
handle/recycle refrigerants. Air conditioners contain
CFCs--gases that have been implicated in the depletion of
the ozone layer. According to the Environmental Protection
Agency, almost one third of the CFCs released into the
atmosphere come from mobile air conditioners; some simply
leaks out, but the majority escapes during service and
repair--so it's important to choose a qualified
technician.
* Do-it-yourselfers: dispose of used motor oil,
anti-freeze/coolant, tires, and old batteries properly.
Many repair facilities accept these items. Or call your
local municipal or county government for recycling sites.
Never dump used oil or anti-freeze on the ground or in
open streams.
Each year twenty times the amount of oil spilled by the tanker
Exxon Valdez in Alaska is improperly dumped into America's
environment by do-it-yourselfers.
Automotive Information Council
* Observe speed limits. Mileage decreases sharply above 55
mph.
* Drive gently. Avoid sudden accelerations and jerky
stop-and-go's. Use cruise-control on open highways to keep
your speed as steady as possible.
* Avoid excessive idling. Shut off the engine while waiting
for friends and family. Today's vehicles are designed to
"warm up" fast, so forget about those five-minute warm ups
on cold winter mornings.
* Remove excess items from the vehicle. Less weight means
better mileage. Store luggage/ cargo in the trunk rather
than on the roof to reduce air drag.
* Plan trips. Consolidate your daily errands to eliminate
unnecessary driving. Try to travel when traffic is light
to avoid stop-and-go conditions. Join a car pool.
Remember, how your car runs, how you drive it, and how its
fluids, old parts, and tires are disposed of all have serious
consequences on the environment.
A Word about ASE
Perhaps years ago, a shade-tree mechanic whose only
credentials were a tool box and busted knuckles was enough.
But today's quality-conscious consumers demand more.
The independent, non-profit National Institute for
Automotive Service Excellence (ASE) conducts the only
industry-wide, national certification program for automotive
technicians.
Consumers benefit from ASE's certification program since
it takes much of the guesswork out of finding a competent
technicians.
ASE certifies the competency of individual technicians
through a series of standardized specialty exams (brakes,
transmissions, engine repair, ect.)
ASE
CERTIFIED
We employ technicians certified by the National institute
for AUTOMOTIVE SERVICE EXCELLENCE.
Let us show you their credentials
Certified technicians are issued pocket credentials
listing their area(s) of expertise and usually wear blue and
white ASE shoulder insignia, while employers often post the ASE
sign on the premises. There are over a quarter million ASE
technicians at work in every type of repair facility.
This publication has been reviewed by the Environmental
Protection Agency. Distribution of this document does not
constitute or imply EPA endorsement of any ASE service.
National Institute for
AUTOMOTIVE SERVICE EXCELLENCE
13505 Dulles Technology Dr.
Herndon, VA 22071
-------------------------------------------------------------------------------
Don't Get Hung Up In the Heat
Getting Your Vehicle Ready for Summer
Glove Box Tips from
Ted the Technician
EPA
National Institutes for
AUTOMOTIVE SERVICE EXCELLENCE
Getting Your Vehicle Ready for Summer
Summer's heat, dust, and stop-and-go traffic will take
their toll on your vehicle. Add the effects of last winter, and
you could be poised for a breakdown. You can lessen the odds of
mechanical failure through periodic maintenance...Your vehicle
should last longer and command a higher resale price, too!
Some of the following tips are easy to do; others require
a skilled auto technician.
Getting Started--The best planninG guide is your owner's
manual. Read it; and follow the manufacturer's recommended
service schedules.
* Air Conditioning--A Marginally operating system will fail
in hot weather. Have the system examined by a qualified
technician.
* Cooling System--The greatest cause of summer breakdowns is
overheating. The cooling system should be completely
flushed and refilled about every 24 months. The level,
condition, and concentration of the coolant should be
checked periodically. (A 50/50 mix of anti-freeze and
water is usually recommended.)
DIYers, Never remove the radiator cap until the engine
has thoroughly cooled! The tightness and condition of drive
belts, clamps, and hoses should be checked by a pro.
* OIL--Change your oil and oil filter as specified in your
manual--more often (every 3,000 miles) if you make
frequent short jaunts, extended trips with lots of
luggage, or tow a trailer.
* Engine Performance--Replace other filters (air, fuel, PCV,
etc.) as recommended--more often in dusty conditions. Get
engine driveability problems (hard starts, rough idling,
smiling, diminished power, etc.) corrected at a good shop.
* Windshield Wipers--A dirty windshield causes eye fatigue
and can pose a safety hazard. Replace worn blades and get
plenty of windshield washer solvent.
* Tires--Have your tires rotated about every 5,000 miles.
Check tire pressures once a month; let the tires "cool
down" first.
Don't forget your spare, and be sure the jack is in
good condition. Examine tires for tread life, uneven
wearing, and cupping; check the sidewalls for cuts and
nicks. An alignment is warranted if there's uneven tread
wear or if your vehicle pulls to one side.
* Brakes--Brakes should be inspected as recommended in your
manual, or sooner if you notice pulsations, grabbing,
noises, or longer stopping distance. Minor brake problems
should be corrected promptly.
* Battery--Batteries can fail any time of year. The only
accurate way to detect a weak battery is with professional
equipment. Routine care: Scrape away corrosion from posts
and cable connections; clean all surfaces; re-tighten all
connections. If battery. caps are removable, check the
fluid level monthly.
Avoid contact with corrosive deposits and battery
acid. Wear eye protection and rubber gloves.
* Lights--Inspect all lights and bulbs; replace burned out
bulbs; periodically clean dirt and insects from all
lenses.
To prevent scratching, never use a dry rag.
* Emergencies--Carry some basic tools--ask a technician for
suggestions. Also include a first aid kit, flares, and a
flashlight. Consider buying a CB radio.
A Word about ASE
Perhaps years ago, a shade-tree mechanic whose only
credentials were a tool box and busted knuckles was enough.
But today's quality-conscious consumers demand more.
The independent, non-profit National Institute for
Automotive Service Excellence (ASE) conducts the only
industry-wide, national certification program for automotive
technicians.
Consumers benefit from ASE's certification program since
it takes much of the guesswork out of finding a competent
technicians.
ASE certifies the competency of individual technicians
through a series of standardized specialty exams (brakes,
transmissions, engine repair, ect.)
ASE
CERTIFIED
We employ technicians certified by the National institute
for AUTOMOTIVE SERVICE EXCELLENCE.
Let us show you their credentials
Certified technicians are issued pocket credentials
listing their area(s) of expertise and usually wear blue and
white ASE shoulder insignia, while employers often post the ASE
sign on the premises. There are over a quarter million ASE
technicians at work in every type of repair facility.
