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Jo was a new customer referred by an old-time regular. Her little KIA had a transmission problem that seemed to be getting the best of the transmission shop. The story goes that the SUV was constantly in limp mode, and would never shift properly… ever. As it always seems to be the case when a simple problem can’t be solved simply, somebody started the diagnostics off in the wrong direction. Little did I know this was a simple problem…. But, as I see it, each and every type of diagnostic work that you do requires a certain step by step procedure that you must follow. Miss a step, or completely overlook a step, usually means you’re going to miss that simple problem all together. This was no exception.
From what information I could gather the person who diagnosed it at the transmission shop wasn’t the same person who installed it. So after the tech put the last bolt in the transmission, he set the car out front, and told the front office, “Got the transmission in that KIA.” The front office considered it done, and the call went out for Jo to pick it up. She didn’t make it around the block before she was back at the front counter in a “not-so” pleasant mood. You can just imagine the situation at the counter… not pleasant I’m sure. After some deliberation, and very little diagnostics the transmission shop came up with the conclusion that it must be a bad transmission. Luckily, Jo’s ride that had brought her there was still in the parking lot, so she left the KIA for them to re-do the whole job again.
A week later, it was supposedly done. This time a different tech had installed the second transmission. Unfortunately, he made the same mistake as the first tech. When Jo came to pick up her car the shop owner took her for a ride to be sure that the repairs were made to her satisfaction. It was a short drive… This time, the owner said he was going to pay for the transmission, and would even purchase one from the dealership just to be sure it wasn’t their mistake in rebuilding it. But even the dealer transmission failed to shift properly. The tranny shop was at a loss, they decided to make a few calls for some help, and that’s when my phone rang.
Now, I’m not one to diagnose anything over the phone. I just don’t think it’s a smart way of taking care of such problems, because you never quite know what you’re getting into. But the tranny shop owner sounded desperate, and now the repair costs were coming out of his pocket. From his frantic explanations of no codes, no shift, and no idea of the problem, he kind of put me on the spot … so … I suggested a computer. Heck, why not… ya’ changed the tranny 3 times for Pete’s sake, obviously that ain’t’ it. I probably shouldn’t have done that, but I think he wanted to try and save as much money as possible without resorting to taking it to another shop.
Well, a new TCM didn’t work either…. Now, the car is finally coming my way. Jo was a little unsure whether or not there was anyone out there who could find the problem, but her friend told her that it couldn’t hurt to let me see what I could do for her. I’ll give it a try.
When the car showed up at the shop I took it around the block once to verify the condition, and then put it up on the lift. While it was on the lift I decided to drop it into gear and check it against the scanner. To my surprise, it shifted perfectly. I’m not kidding… absolutely perfect. I dropped it back on the ground, and went for a ride again. I didn’t even make it around the first corner… stuck in limp mode just as it was before, this dang thing can’t pull itself out of a pot hole.
Back up on the lift, and wouldn’t ya know it, shifts perfectly… AGAIN! What’s the deal here? I did it several times, just so I could be sure of the results I was getting. After a few trips I checked the wiring to the transmission while it was on the ground. Oh, oh, the main ground to the TCM wasn’t there. How in the world was it there when it was in the air? AH HA! It’s moving the wire! Yes, it was moving the wire alright, and a few more than just the TCM ground lead. The locator page showed the TCM ground wire was bundled with several other ground leads that were all attached to the main chassis ground… which wasn’t attached to a thing, but was dangling by the battery box.
Turns out the whole problem started when she had her battery changed at a department store repair shop, and they didn’t have the right size to fit the car. They disconnected the chassis ground wire, so the taller battery would fit.
When I told Jo what I found, the two of us pieced together the how and why it happened. Her only comment was, “Well, shift happens”.
All said and done with, the transmission shop paid for the entire repair, and gave her back what she spent with them. Everyone involved was glad to have the problem solved, and the car back on the road as good as new. I like this gal, she’s become a regular at the shop these days. What a card! Always has some sarcastic comment for me, but at the same time a very understanding nature and takes life in stride. I’d love to have a couple of dozen customers just like her.
As she always tells me… “If you can’t live on the bright side of life… start polishing the dull one.”
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I personally own a 2006 Subaru Baha Turbo. Over a year ago we installed a used transmission purchased from LKQ. The original transmission was making noise and it was cheaper to replace it rather than have it rebuilt (we do not rebuild). However, I have now developed a hard shift. It is really hard if the vehicle is under acceleration but normal if it is not given gas. I have found nothing on Alldata or Indentifix. Any thoughts on what to look at?????
Hello all! I am fairly new to ASO and its been a great resource, Thank You!
I am part way into my third year of business and looking to continue development and progress of my business. The first year was a lovely rollercoaster full of the perils and victories many of you have faced. The second year saw some traction and althought not a lot of profit, an understanding of what needed to be done to make it. Now for the third year, starting to make some money and run the business rather than that clawing on for dear life I experienced earlier.
So, I am seeking opinions and advice from the community on the idea of creating some specialties within the full service scope of my shop.
Some background. We are very full service, Domestic, Euro, and Asian. Good selection of scan tools, info, programming, etc. I do have a niche that we have been developing-- hybrid cars. We are one of the only shops in the state that does any serious work to them, battery rebuilds, transmission, inverter, etc. I plan to continue chasing these customers and giving them an alternative to the dealers. But! I also have a decent base of euro customers and I like those cars and customers, both profitable niches on there own.
I just made some moves with my techs and I have in place a team that could specialize in both with some investment in tooling for the german cars.
How do you guys go about courting a specific group without losing the other?
Is it worth specializing in one area versus trying to be everything to everyone?
I initially was shooting to be a hybrid specific shop, but the german cars followed me as well as all the general repair work, and I'm grateful, but I would like to define who we are and be the best at that.
I appreciate the comments and advice given.
By Joe Marconi
Late Night Shift?
There is a tire company in my area that has a late night, Thursday. They are open to 8:00pm. I really don’t know how profitable they are, they never appear that busy on Thursday nights. Has anyone tried a late night or know of other auto service companies that extended the work day?
From what I am hearing, many national accounts are open extended hours, even Sundays.
By the way, trust me...I am not looking to extend an already very long week...just want to see what the competition is doing.