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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!

49 thoughts on “How does your shop handle the comeback!?”
  1. Avataaar/Circle Created with python_avatars J Roc says:

    The shop blaims the customer for the come back and launches the parts cannon out of the customers pocket.

  2. Avataaar/Circle Created with python_avatars Donald Painter says:

    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

  3. Avataaar/Circle Created with python_avatars FORDTECH313 says:

    I keep a file on my pc plus we have history saved

  4. Avataaar/Circle Created with python_avatars brian Peterson says:

    We dont call it combacks .its a recheck and definatly documentation

  5. Avataaar/Circle Created with python_avatars boostedsil40 says:

    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

  6. Avataaar/Circle Created with python_avatars patrick skaggs says:

    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

  7. Avataaar/Circle Created with python_avatars Tony thompson says:

    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

  8. Avataaar/Circle Created with python_avatars steve aguero says:

    Which scan tool are you using

  9. Avataaar/Circle Created with python_avatars twwtb says:

    I do most of my own work. When I mess-up, I make me fix it right.

  10. Avataaar/Circle Created with python_avatars cody campbell says:

    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

  11. Avataaar/Circle Created with python_avatars Roy White says:

    The old “Be Back” customer. Great point about having good documentation. Take good notes.

  12. Avataaar/Circle Created with python_avatars Dean Sapp says:

    Dr O handled this perfectly

  13. Avataaar/Circle Created with python_avatars Samantha Lightfoot says:

    What is a full drive cycle? How long/what’s it take to complete one?

  14. Avataaar/Circle Created with python_avatars Darrin Purkis says:

    Eric you continue to amaze me with your diagnostic skills you certainly are a master at your trade

  15. Avataaar/Circle Created with python_avatars Batte Mann says:

    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.

  16. Avataaar/Circle Created with python_avatars joe brock says:

    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

  17. Avataaar/Circle Created with python_avatars Terry Green says:

    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.

  18. Avataaar/Circle Created with python_avatars Scott Tucker says:

    Do you have flat diagnosis rate or by the hour ask him for my own shop wanting to treat customer and myself fairly

  19. Avataaar/Circle Created with python_avatars Ford Resurrectionest says:

    I just don't return their call. Hehehe!

  20. Avataaar/Circle Created with python_avatars Mike White says:

    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.

  21. Avataaar/Circle Created with python_avatars Davey T says:

    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!

  22. Avataaar/Circle Created with python_avatars Marshall says:

    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.

  23. Avataaar/Circle Created with python_avatars juggernautxtr says:

    ever since you fixed this,this happened, fixed a leaking water pump now radio don't work………thats our service writers.

  24. Avataaar/Circle Created with python_avatars mark latham says:

    Forget the drawstrings, those are great looking hoodies. I want one!

  25. Avataaar/Circle Created with python_avatars Tyler Williams says:

    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.

  26. Avataaar/Circle Created with python_avatars alex ouellette says:

    Handled 100%the right way
    Diagnosed the issue in full and confirmed it was a different issue than the original

  27. Avataaar/Circle Created with python_avatars Allen Ruckman says:

    A good mechanic don't need all that computer crap he knows by yrs experience

  28. Avataaar/Circle Created with python_avatars zr1sparky1 says:

    Your hoodie drawstrings are terrifying me hanging dangerously close to that serpentine belt

  29. Avataaar/Circle Created with python_avatars Burning Gears Diesel and Auto Repair says:

    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.

  30. Avataaar/Circle Created with python_avatars Hola! mindreader1975 says:

    Watch those strings on your hoodie bro Heh

  31. Avataaar/Circle Created with python_avatars cody stanberry says:

    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

  32. Avataaar/Circle Created with python_avatars Lucius says:

    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.

  33. Avataaar/Circle Created with python_avatars Donnie Robertson says:

    Second time watching , A+

  34. Avataaar/Circle Created with python_avatars MGD 60D says:

    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)

  35. Avataaar/Circle Created with python_avatars William Vangorden says:

    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.

  36. Avataaar/Circle Created with python_avatars Keith Walker says:

    Who are you? I've never seen this car before! That's my returns statement! 😉

  37. Avataaar/Circle Created with python_avatars Ahiran Quijas says:

    What Camera do you use to make these videos?

  38. Avataaar/Circle Created with python_avatars lawrence , k edgett , jr says:

    I found the problem ,,, it’s a Chevy ,,, lol ,,, just kidding ,,,

  39. Avataaar/Circle Created with python_avatars Mike Robbins says:

    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…

  40. Avataaar/Circle Created with python_avatars David Shea says:

    Still no inspection law here

  41. Avataaar/Circle Created with python_avatars David Shea says:

    Do it like we do in Florida never turn the light off that way it's on when they leave

  42. Avataaar/Circle Created with python_avatars S S says:

    I don't get comebacks I get closely related to what I've done!! Lmao

  43. Avataaar/Circle Created with python_avatars Macluvin65 says:

    I can tell you the problem right now. Its a P.O.S. Chevrolte.

  44. Avataaar/Circle Created with python_avatars heyrod59 says:

    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…..

  45. Avataaar/Circle Created with python_avatars JT H says:

    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…

  46. Avataaar/Circle Created with python_avatars Steve says:

    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!