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By [email protected]
There are days I want to set the place on fire (sometimes just customers cars) ok just kidding. I seem to be getting a streak of problematic parts lately. I am so tired of reps telling me about quality, oem specs, warranty blah blah. My main supplier is AAP. Here are some examples below.
- 2000 wrangler needing rear axles due to bearing failure. Ordered Dorman axles and both had fitment issues where once installed the differential pin wouldn't fit in due to improper clearances on the axle. Ordered another brand online Yukon Axles.
- 1995 Lexus SC300 (mint cond, low miles) Felpro valve cover gasket was manufactured too thick and didn't fit in the groove on the valve cover. Ordered from Lexus and fit fine.
- Forgot the year (Chrysler van) water pump with a pulley that wobbled and even the online reviews had the same issue.
- 1993 Wrangler water pump machined incorrectly where once bolted to the block, the ears of the pump where the ps pump bracket bolts to was not machined correctly and if you tried to bolt it on it would bend the water pump. Ordered AC Delco (i think) from Cold air distributors and worked fine.
- 1999 Lexus ES300 front left brake hose manufactured incorrectly. Ordered another brand, probably Raybestos from Cold Air Distributors, and all is well.
- 2003 Taurus 3.0 OHV timing cover from Dorman 635-117. Online reviews had some issues but the oem unit was expensive. I ordered 3 before I found one that was machined good enough then installed. Came back a while later leaking. I ordered a replacement under warranty and the quality control was horrible. Just ended up getting the ford one and looked and seemed to work great. Time will tell
- 2005 Honda Element Monroe struts all the way around (these are the ones) in the front like the civics where the strut has the bracket where the tie rod bolts to. Left front was fine. Right front couldn't get aligned properly as the bracket for the tie rod was welded on at the wrong angle. Went through a couple from the local parts store then I think Monroe sent me a strut that was tested to be ok on their manufacturing/ quality control/ measurement jig and it still failed. They paid to have the old Honda part sent back for inspection. I think i ordered KYB for the front and all was well.
I use the AAP Wearever Platinum which have been great brake pad material and braking, but lately they don't fit properly and I have taken video to show the reps and I believe when the backing plate is cut, there are imperfections where it wont fit into the caliper bracket without me grinding the backing plate on the edges. The actual manufacturing company for them sent a rep to a local AAP BBQ event and I talked to him and he is very aware and they supposedly changed the manufacturing process to address this issue but recently I did a brake job and had the same issue then installed Akebono and all was well. I am considering switching to the Wagner TQ which they stock as well. They give me an across the board pricing on the Platinum pads of $34.99 on most vehicles. Has anybody got a good pricing structure on the Wagners?
AAP gives a 3 month parts and labor warranty on pretty much everything they sell. The labor is reimbursed on my parts account at 1/2 my shop labor rate times the book time. The problem is I still have to write up an invoice showing that I replaced the part and didn't charge the customer, and spend time calling their hotline and explain what happened, then fax or scan and email the original invoice, warranty invoice, original parts invoice with the claim numbers and I still have to call and check in to make sure the claims have been processed and paid out. This takes time and is not very encouraging. Otherwise the parts themselves have the standard warranties, 2 year, 3 year, lifetime, etc. though this still requires me to redo the repair that should have been successful the first time.
I am the owner and mechanic and I waste so much time in the office dealing with parts, Calling manufacturers tech support lines, taking measurements, sending pictures of parts problems. Then if I cannot get it resolved having to research another part. The Dorman timing covers were terrible. the metal was porous and i sent them a screenshot of their website talking about "High quality plastic or metal construction resists warping, cracking and porousness". I am surprised that these companies don't look at the reviews of their own products and correct the issues. I do need another technician so I don't have to wear so many hats but in the meantime how do you folks deal with these types of issues.
The other issue is because I am not a high volume purchaser, although it is getting better as I grow, I have to purchase the majority of my parts from AAP to keep myself on a reasonable tier level. If I spread my purchases around then I can fall off the tier level in a short time. I like AAP and they have a warehouse near me and have a vast inventory available locally as opposed to other suppliers. Most of the stuff I get is name brand stuff to avoid junk parts. I like Moog, National, Motorcraft, Delco, Etc so its not like I am trying to be cheap on everything, I just seem to get burned a lot. When the commercial reps come by, it is usually to check up on business and try to sell me something or a service or a package deal, however when I show them the issues I am having, they really don't or cannot do anything other than listen and tell me about their "quality parts". I ask for the numbers to the engineering departments to try and at least get some of these issues resolved and I cannot get through.
How do ya'll deal with these situations?
Article: There's an App for that - - - The internet may solve the information issues, but a mechanic still has to make the repairsBy Gonzo
There’s an App for that
Technology has a way of surprising us all by surpassing itself over and over again. One day you’re dialing a rotary phone wired to a land line, and the next we’re communicating between micro wave towers and satellites. We now have the capability to talk to anyone anywhere on the planet with a small hand held device just as long as you’ve got a signal. But, talking isn’t enough for our modern world. We want the ability to connect with everyone and every sort of business or hobby we can think of through our magic little smart phone for any reason and at any time we’d like.
It could be for local or world news, maybe to keep in touch with friends across the country, or how to do something you’ve never done before. Book a hotel room, find a new job, check the weather, the possibilities are endless. The technology in our hands is by far more technically advanced than what was used for the Apollo space missions. Think about it, we sent men to the moon with less technology than what you have in your pocket right now. Looking at it in those terms makes me realize the depth and scope of this new technology, it’s truly amazing.
If it wasn’t for museums hardly anyone born lately would have any idea how life was before transistors. Something else to consider is that anyone born a decade ago has never known a world without a smart phone. People born just a few decades earlier have never known a world without the internet. Another decade more and those people have no concept as to how the world made it from day to day without a home computer. Going even further back before the home computer, a computer to those folks was this huge machine inside a climate controlled building with these big reals of magnetic tape spinning randomly around or large stacks of punch cards that zipped through a machine at lightning speeds. Going back to the 30’s and 40’s, a small screen 2 way conversation wrist watches was only in the newspaper comic strips and something that might resemble a computer was only found on a sci-fi movie down at the Bijou.
Now, we not only communicate, but we can source information about anything you can think of right at our finger tips. Need to know the yardage at the golf course, there’s an app. Want to know the ingredients of a chocolate cake, yep, there’s an app for it. Can’t figure out how to fix your car, you got it… there’s an app for that too. Wait a minute… Did I say fix your car with an app? I thought car repair was some sort of highly skilled trade that took years to learn the proper techniques and even longer to be proficient at it? That’s right, the very same.
Anyone with a smart phone can be an expert in any field they would like to be an expert in, and it doesn’t take much to make a “You Tube” video on any subject, especially on how to fix your car, and with a little extra effort you too can make an App on car repair as well. Some are developed, produced, and edited to a high standard and at a professional level. Others, well I’m not sure any thought was put into the content, background, or the poor grammar they used.
Years before the internet a mechanic learned their trade by being in the trade, now we’ve got what are commonly referred to as “You Tube Mechanics”. These are the guys who couldn’t repair much of anything without consulting a You Tube video or going to their favorite App and more than likely never considered going to a trade school or opening a repair manual to find reliable information. Even though the general rule of thumb in the business these days is not to follow a traditional apprentice program but to learn as you go doesn’t mean you won’t learn something from today’s method of watching videos or viewing Apps, it’s just how much knowledge is lost or passed up by not following in the footsteps of our seasoned master mechanics and learning the trade from their well callused hands.
I’ve got to admit, there are a lot of great Apps out there for the mechanic to have on their smart phone. For example, OEM1stop or NATSF where all the manufacturers’ websites are listed. You can find an App for calculating the cylinder volume on an air cooled Volkswagen, or the alignment specifications for just about every car out there, to what type of headlamp fits a certain car. It’s endless. Whatever information you need, chances are there’s an app or some sort of site for it. But, with all this helpful wisdom an App can’t fix the car for you. You still need somebody to get in there and make the repairs accurately.
It used to be (years ago) a car would come into the shop that a friend of a friend spent the weekend under the hood trying to solve their friends car woes. Then, along came the internet and the smart phone which brought a wealth of knowledge at their fingertips. But, in the end, the car still has to limp into a repair shop for a mechanic to get it back on the road. Take this typical internet repair that happens on any typical day at any typical repair shop in any typical town in the country.
The car comes in on the hook and before it’s even on the ground the mechanic notices parts dangling out from the bottom of the car. The repair order only states that it stopped on the customer while driving and that he had attempted to look at the problem himself. Upon further investigation the dangling parts and the condition of the motor showed signs of someone trying to remove the timing belt. The plastic cover had a crack from the top to the bottom and it just so happens to be one of those covers that secured various hoses and wires away from moving parts. It was clear that somebody had tried to take it apart without knowing all that needs to be known on how to remove it. A few words were mumbled by the mechanic that we don’t need to repeat and a call was made to the owner. (On a smart phone of course)
The conversation started and ended with how he watched a video and downloaded an App that showed the timing marks. The App had some great information on it, but the video lacked the complete step by step procedures. The kind of steps that a seasoned mechanic would do without thinking about. You know, checking for hidden bolts, or how you should always give a light tug before reaching for the prybar and damaging something. Things like, cleaning the surfaces before starting so that you’re less likely to miss a bolt or fastener or have a tool slip on the greasy surfaces, to name a few. But, the app didn’t mention any of that. Now the customer isn’t here just for a timing belt, but a new timing belt cover, a harmonic balancer that was mauled into a useless pile of metal because he didn’t have the correct removal tool, and to replace all the missing special timing belt cover bolts the owner let fall into his gravel driveway never to be found again. Not to mention, nothing has yet been properly diagnosed.
Maybe what the automotive field needs is an App that shows a consumer how to dial their smart phone and contact a professional mechanic before they attempt a DIY repair at home, in a gravel driveway, with off shore-poorly made tools, and no proper safety equipment. All the while, trying to balance their cell phone on the edge of the fender watching a You Tube video from a source with no credentials showing their expertise or experience.
Yea, there ought-a be an App for that.
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By Joe Marconi
Not every shop pays flat rat; for many reasons. So, many techs are on hourly pay. There is nothing wrong with hourly pay, as long as you have an incentive program in place that promotes high production levels to avoid complacency. For hourly paid employees I strongly urge you to have a pay plan that rewards production levels on a sliding scale.
As a business coach, I have seen too many times shops with low production levels and high tech payroll due to overtime pay. Overtime pay must not be used to get the jobs done with no regard to labor production. Limit overtime and create a strategy that increases production and rewards techs with production bonuses. By the way, there are many ways to incentivize techs, it's not all about money.
Overtime without high levels of production will eat into profits and if not controlled, with kill your business.
If your shop is an hourly paid shop, what incentives do you have in place to maintain production levels?