In this video I had a customer return for a "comeback." In a previous video https://www.youtube.com/watch?v=3BquA8x4LMU&t 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!
The shop blaims the customer for the come back and launches the parts cannon out of the customers pocket.
As a flat rate mechanic I keep a book of all my repairs I write everything down that I find on a car on the paperwork and in my book so I can check my book and tell the shop foreman anything he wants to know about anything I've looked at or repaired I learned years ago look out for yourself because if the shit hits the fan people are going to point fingers and I've proved one service writer to be lying well it didn't go to good for him
I keep a file on my pc plus we have history saved
We dont call it combacks .its a recheck and definatly documentation
i wish scan tools told us what are values should be when we live data stream.great example is maf g/s.since there all so different and what would be considered bad value vs good values
You did the right thing . There is so many people that try to take advantage over things. But win its in writing its hard to fight . Good job keep up the good work
Ok Eric O first hand this is an old video but the same goes for all if it's back Its not your fault for sure your an Ace Its done right in your shop
Which scan tool are you using
I do most of my own work. When I mess-up, I make me fix it right.
Had one this week 2017 Chrysler Pacifica 3.6 running rough
Code P0300
And another for the map sensor
Backfiring and bucking
Found a short in the map sensor and replaced it drove for 10-15 miles ran fine
Guy came back a week later with another misfire. This time had a dead injector on cylinder 3
He was pretty angry with the “same” problem coming back but like in the video good documentation saved our ass. Still didn’t stop the guy from leaving us a bad review and storming out saying he will never bring his vehicle to us again. But that’s his choice
The old “Be Back” customer. Great point about having good documentation. Take good notes.
Dr O handled this perfectly
What is a full drive cycle? How long/what’s it take to complete one?
Eric you continue to amaze me with your diagnostic skills you certainly are a master at your trade
Document, document, document. We were sued a few times (over a 10 year period) and never lost a case simply due to very good documentation. I even documented every time I called the customer and the result of our conversation.
It's the honest way to handle here I believe you handle it correctly it's better than the shop I recently dealt with working on cars all my life recently dealt with the shop here on my nephew every time something what's wrong with his fan it's an old by the way you need this and the other thing you know kind of dealing like you wouldn't look at everything I want some suspension job before you said
Good presentation, keep it up, documentation and photos when required will save you a lot of time with customer and give strong reputation for a quality Assurance and ones honesty in the industry.
Do you have flat diagnosis rate or by the hour ask him for my own shop wanting to treat customer and myself fairly
I just don't return their call. Hehehe!
nice job, watch out for your shirt strings hanging down while the engine is running, you got really close to the belt, just looking out 4 ya.
Cheap it out or spend $10,000.00 to fix it? Unless the "new" part you installed failed I can't see eating the cost. Cool that SMA reads the suggestions and likes them!
What happens if the "fix" the technician performs then causes the code that appears 2 days later. Takes time for the system to calculate all the new data to determine if it triggers a code.
ever since you fixed this,this happened, fixed a leaking water pump now radio don't work………thats our service writers.
Forget the drawstrings, those are great looking hoodies. I want one!
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.
Handled 100%the right way
Diagnosed the issue in full and confirmed it was a different issue than the original
A good mechanic don't need all that computer crap he knows by yrs experience
Your hoodie drawstrings are terrifying me hanging dangerously close to that serpentine belt
I have taught guys forever, if it's not on paper it never happened. So if you did, found, observed, etc. anything it better be in the story. Because if/when it comes back and it cannot be determined what or why this happened then its on you. If you documented it and the customer declined, it's on him/her. Easy to avoid the unpleasantness.
Watch those strings on your hoodie bro Heh
Just watch your jacket seen it above the belt probably wouldn't pull you in but if it got the string it would sure as crap scare you
It's an older video now, but I'll still add my vehement agreement: document EVERYTHING. Failing to document things that aren't in any way related to what you're doing with the vehicle can/will cost you money and time (more money), and likely customers. I'm a hack at a big corporate shop, and I've taken a certain amount of satisfaction in being told by more than one service manager that I write 'short stories' or 'novels'. But there's a reason the phrase 'Ever since you…' has been a running joke since time immemorial.
The only variable Eric didn't really touch on was time: sometimes comebacks aren't right away, so seeing your own notes is doubly helpful when trying to recall the specifics of a ticket from 2 months ago. My company keeps our inspections on hand for several years, so if(when) the service writers chop out important bits of information while putting notes into the computer, we still have the original.
Second time watching , A+
Good documentation is almost mandatory. When an aircraft is repaired, I write a logbook entry with what part number and serial number is removed and replaced as well as reference to the manufacturer's maintenance manual number, section and subsection used to make the repair. I have very few come-backs, and the customer knows exactly what was done from his logbook entry I gave him. There rarely is any arguing. Usually, come-backs stem from new avionics installations and required changing the programming to change the behavior of the instrument. Sometimes, it's a dead instrument. It worked fine at delivery but quit working on subsequent flights. Halft of my business is engine tuning, overhaul, and troubleshooting that other shops couldn't fix. The other part is new avionics installations. (Cirrus/Cessna/Beechcraft dealer A&P)
Oh I love The Comebacks ever since you change the wiper my blinker don't work that word ever since and add whatever you want to it is funny.
Who are you? I've never seen this car before! That's my returns statement! 😉
What Camera do you use to make these videos?
I found the problem ,,, it’s a Chevy ,,, lol ,,, just kidding ,,,
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…
Still no inspection law here
Do it like we do in Florida never turn the light off that way it's on when they leave
I don't get comebacks I get closely related to what I've done!! Lmao
I can tell you the problem right now. Its a P.O.S. Chevrolte.
In our "franchise" facility, the comeback goes to another tech to be properly repaired, not sure what happens to the original time/pay for the first tech though, my thought is he loses time it took on the original repair on the following pay week/hours cheque, but I could be wrong…..
I used to run a service company that ran statewide service in Alaska- usually it was 1000.00 per day for a man and about 1000.00 for plane fare and excessive baggage costs to get to a job. And then another grand to get home …. my instructions was that if there wasn't enough documentation to completely reconstruct the job from documentation in 5 years they better put more details in the report… the documentation had to include travel delays – weather delays for parts or travel – customers know working in remote Alaska is expensive but the corporate bean counters would hold your feet in the fire sometimes and the documentation better be there…
DUMB QUESTION ALERT! When you say "GROSS LEAK" is it like SPINACH EWW GROSS" or is it a term meaning something else? DUMB QUESTION ALERT IS NOW OVER!
Love your videos Eric. Just happened upon them by chance a couple weeks ago and now I am addicted. One thing I noticed video is that when you were leaning over the alternator with engine running the strings of your hoodie could have gotten caught. I always pull them out of mine so there is no risk.
Awesome! I'm sure you have a lot of customers that never question your honesty or work.
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.