MOTOR Columns Every month features Editor’s Report (John Lypen), Trouble Shooter (Karl Seyfert), Trade Secrets (Bob Cerullo), Foreign Service (Dan Marinucci), F.Y.I., NewsBreak & Tools of the Trade. Driveability Corner (Mark Warren) and Eye On Electronics (Bill Howard) run in alternate months. Business Sense (Cecil Bullard) runs four times, starting in March. JANUARY FEBRUARY MARCH New Technology Preventive Maintenance/Shop Management Engine Service Who Will Own the Dashboard? (Bill Howard) – Will Apple, Google or Microsoft own the dash- board? Decisions made by automakers will have implications for service technicians, especially on lower cost vehicles. On these vehicles, automakers can’t make a navigation system that’s cheap enough, yet the customer’s phone may be more than good enough. Evaporative Emissions Systems (Bob Pattengale) – This article focuses on the Key-Off EVAP system found on most Toyota vehicles since 2005. This system uses a vacuum pump and requires extra effort to check for leaks. Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlight- ing recommended diagnosis, service and repair techniques. Mobility Vehicles (Sam Bell) – Mobility vehicles are a burgeoning market segment that offers new opportunities for independent repair shops. This article will provide practical suggestions for the inspection and evaluation of both new and used mobility vehicles, and will include important tips on helping customers select vehicles appropriate for their situations, both now and in the future. Purpose-built and conversion-type vehicles will be discussed. Handling Tough Customers (Sarah Kennedy) – Every shop has to deal with its share of tough customers. This article will help the reader recognize the tough customer red flag warnings, explain when and how to draw a bot- tom line to possibly salvage a customer relationship, and when it’s best to “fire” the difficult customers who may actually be more trouble than they’re worth. Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlighting recommended diagnosis, service and repair techniques. If J2534 Is Passé, What’s Next? (Bob Chabot) – J2534 hasn’t been fully established, yet its replacement is already on its way. Telematics, connected cars, multiuser demands, security protocols and other “new age” technologies present challenges that J2435 devices are incapable of meeting. SAE, ISO and other standards organizations are con- sidering alternatives that will impact the types of tools shops will use and how they will communicate with these vehicles. Real Problems, Real Solutions (Sam Bell) – This article will present several common diagnostic or repair challenges, along with practical, realistic solutions to each. Business Sense (Cecil Bullard) – Timely advice and proven steps to success from a respected and successful shop management coach. SPACE: DEC. 3 MATERIAL: DEC. 10 SPACE: JAN. 4 MATERIAL: JAN. 11 SPACE: FEB. 1 MATERIAL: FEB.8 APRIL MAY JUNE A/C Tools & Equipment Undercar Annual A/C Alert (Paul Weissler) – An in-depth review of the new air condition- ing service tools, technologies and hot topics from OEM and aftermarket sources. Get ’Em In (Bob Cerullo) – Even the best-equipped, cleanest air condi- tioned shop with the most skilled technicians must attract new customers to replace natural attrition and to grow its business. We’ll explore ways to attract new customers via safety clinics, newspaper columns, mailings, radio and TV appearances, participation in local events and more. Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlighting recommended diagnosis, service and repair techniques. Dongles (Sam Bell) – Wireless, OBD II-enabled diagnostic devices designed for use with mobile platforms such as tablets or smartphones have entered the market. Do these tool offer the functionality, features and convenience of dedicated diagnostic equipment? Can they become a “go-to” tool for initial inspection? What are their advantages and limitations? Reference Circuit Diagnosis (Thomas Tillman) – This article explains how to identify a 5-volt reference circuit that has shorted to ground, using a clamp-on amp meter and will also cover using the amp meter to isolate a damaged computer. Business Sense (Cecil Bullard) – Timely advice and proven steps to success from a respected and successful shop management coach. Brakes: Essential Safety-Related Systems (Bob Chabot) – Understanding why brake service work is required and how to effectively communicate with the customer is the key to success. Emerging electronics, powertrain, rotor designs, CAFE ratings, friction-formulation changes, new regulations, changes in vehicle usage and driving habits of motorists are just some of the touchpoints service professionals need to be familiar with. Continued training, knowing the impact of high-quality braking components on performance and stability, and how the evolution of friction materials has impacted brake system service and customer expectations can make or “brake” success. Tires: Beyond Round and Black (Sam Bell) – This article offers insights and tips for tire main- tenance, showcases proven tire-sale techniques and examines trade-offs between various tire characteristics such as handling, longevity, rolling resistance and wet/dry/ice/snow traction. SPACE: MAR. 1 MATERIAL: MAR. 8 SPACE: APRIL 4 MATERIAL: APRIL 11 SPACE: MAY 2 MATERIAL: MAY 9 Trouble Shooter • Trade Secrets • Foreign Service Trouble Shooter • Trade Secrets • Foreign Service PLUS: ➧The Auto Service-Education Disconnect ➧Brake Shop: Service Chemicals ➧Performance: Crank Trigger Ignition PLUS: ➧The Auto Service-Education Disconnect ➧Brake Shop: Service Chemicals ➧Performance: Crank Trigger Ignition ANNUAL A/C SERVICE ISSUE ANNUAL A/C SERVICE ISSUE EARNING CREDIT AT THE CO2 CAFE EARNING CREDIT AT THE CO2 CAFE April 2015/$6.00 www.motormagazine.com 4 May 2014 T he topic of parts warranty and labor claims is an important one, with serious implications for everyone in the parts dis- tribution chain. In a perfect world, every replacement part would be flawless in fit and function and be delivered in 20 minutes, and every repair job would include 100% accurate diagnosis, parts ordering and installation. But like most other things, the world of automotive service—including the companies that make and distribute replacement parts and the people who install them—is not perfect. In a 2013 study, the Automotive After- market Suppliers Association (AASA) found that warranty returns for suppliers averaged 2.6% of all sales ($3.5 billion at retail), and that only 2.5% of the parts returned suf- fered from an actual quality issue. These statistics provided AASA with the impetus to get a deeper understanding of service providers’ thoughts on the topic, and the as- sociation recently released the results of a survey on parts warranties conducted jointly with the Automotive Service Association (ASA). Among the findings: •Asked how satisfied they are with cur- rent parts warranty return systems—not in- cluding labor claims—35% of technicians said they were dissatisfied. •Asked how satisfied they are with cur- rent labor claims systems, only 16% said they were satisfied. •Technicians said they send back an aver- age of 4% of parts on a weekly basis as war- ranty returns. •By a wide margin, electrical parts were cited by technicians as the category of parts most prone to warranty returns. •Just over one-third of technicians said that the number of comebacks related to parts is on the rise, while only 8% reported the number is decreasing. •Four out of five technicians placed high importance on a lenient return policy as well as an efficient, clear and fair warranty return form when selecting their sources for parts. •Half the technicians would select a part with a lifetime warranty over one without, while a third said that it wouldn’t matter. •When asked how the parts return process could be improved and the volume of returned parts decreased, technicians said there were several things suppliers could do, including: employ better quality control on parts, improve their online cata- loging systems and offer better return forms that allow technicians to effectively commu- nicate the problem. According to technicians responding to the survey, the two most common reasons for returned parts are that the part failed af- ter it was installed or the part didn’t fit. The least likely reason—selected from the seven choices offered in the survey—was a misdi- agnosis. But it’s hard to see how those re- sponses could be reconciled with the fact that suppliers say less than 3% of returned parts have an actual quality issue, or that 47% of technicians responding to this survey said less than 10% of the parts they return are returned because of quality issues. Finally, it was interesting to see that for some technicians, their perceived quality of parts—based either on the brand name or where the part was manufactured—plays a large role in the likelihood of a part getting returned. While there will always be a need to facil- itate parts returns, the entire industry will benefit if the number of preventable war- ranty claims can be reduced, which is pre- cisely what AASA aims to do. As we go to press, member companies of the organiza- tion’s Warranty Task Force are meeting to evaluate the survey report and other data to develop best practices that will reduce pre- ventable warranty claims. John Lypen A recent industry report identifies the needs, preferences and concerns that automotive repair shops have when it comes to parts warranty and labor claims. Editor’s Report magazine
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MOTOR Columns
Every month features Editor’s Report (John Lypen), Trouble Shooter (Karl Seyfert), Trade Secrets (Bob Cerullo), Foreign Service (Dan Marinucci), F.Y.I., NewsBreak & Tools of the Trade. Driveability Corner (Mark Warren) and Eye On Electronics (Bill Howard) run in alternate months. Business Sense (Cecil Bullard) runs four times, starting in March.
JANUARY FEBRUARY MARCH New Technology Preventive Maintenance/Shop Management Engine Service
Who Will Own the Dashboard? (Bill Howard) – Will Apple, Google or Microsoft own the dash-board? Decisions made by automakers will have implications for service technicians, especially on lower cost vehicles. On these vehicles, automakers can’t make a navigation system that’s cheap enough, yet the customer’s phone may be more than good enough.
Evaporative Emissions Systems (Bob Pattengale) – This article focuses on the Key-Off EVAP system found on most Toyota vehicles since 2005. This system uses a vacuum pump and requires extra effort to check for leaks.
Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlight-ing recommended diagnosis, service and repair techniques.
Mobility Vehicles (Sam Bell) – Mobility vehicles are a burgeoning market segment that offers new opportunities for independent repair shops. This article will provide practical suggestions for the inspection and evaluation of both new and used mobility vehicles, and will include important tips on helping customers select vehicles appropriate for their situations, both now and in the future. Purpose-built and conversion-type vehicles will be discussed.
Handling Tough Customers (Sarah Kennedy) – Every shop has to deal with its share of tough customers. This article will help the reader recognize the tough customer red flag warnings, explain when and how to draw a bot-tom line to possibly salvage a customer relationship, and when it’s best to “fire” the difficult customers who may actually be more trouble than they’re worth.
Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlighting recommended diagnosis, service and repair techniques.
If J2534 Is Passé, What’s Next? (Bob Chabot) – J2534 hasn’t been fully established, yet its replacement is already on its way. Telematics, connected cars, multiuser demands, security protocols and other “new age” technologies present challenges that J2435 devices are incapable of meeting. SAE, ISO and other standards organizations are con-sidering alternatives that will impact the types of tools shops will use and how they will communicate with these vehicles.
Real Problems, Real Solutions (Sam Bell) – This article will present several common diagnostic or repair challenges, along with practical, realistic solutions to each.
Business Sense (Cecil Bullard) – Timely advice and proven steps to success from a respected and successful shop management coach.
SPACE: DEC. 3 MATERIAL: DEC. 10 SPACE: JAN. 4 MATERIAL: JAN. 11 SPACE: FEB. 1 MATERIAL: FEB.8
APRIL MAY JUNE A/C Tools & Equipment Undercar
Annual A/C Alert (Paul Weissler) – An in-depth review of the new air condition-ing service tools, technologies and hot topics from OEM and aftermarket sources.
Get ’Em In (Bob Cerullo) – Even the best-equipped, cleanest air condi-tioned shop with the most skilled technicians must attract new customers to replace natural attrition and to grow its business. We’ll explore ways to attract new customers via safety clinics, newspaper columns, mailings, radio and TV appearances, participation in local events and more.
Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlighting recommended diagnosis, service and repair techniques.
Dongles (Sam Bell) – Wireless, OBD II-enabled diagnostic devices designed for use with mobile platforms such as tablets or smartphones have entered the market. Do these tool offer the functionality, features and convenience of dedicated diagnostic equipment? Can they become a “go-to” tool for initial inspection? What are their advantages and limitations?
Reference Circuit Diagnosis (Thomas Tillman) – This article explains how to identify a 5-volt reference circuit that has shorted to ground, using a clamp-on amp meter and will also cover using the amp meter to isolate a damaged computer.
Business Sense (Cecil Bullard) – Timely advice and proven steps to success from a respected and successful shop management coach.
Brakes: Essential Safety-Related Systems (Bob Chabot) – Understanding why brake service work is required and how to effectively communicate with the customer is the key to success. Emerging electronics, powertrain, rotor designs, CAFE ratings, friction-formulation changes, new regulations, changes in vehicle usage and driving habits of motorists are just some of the touchpoints service professionals need to be familiar with. Continued training, knowing the impact of high-quality braking components on performance and stability, and how the evolution of friction materials has impacted brake system service and customer expectations can make or “brake” success.
Tires: Beyond Round and Black (Sam Bell) – This article offers insights and tips for tire main-tenance, showcases proven tire-sale techniques and examines trade-offs between various tire characteristics such as handling, longevity, rolling resistance and wet/dry/ice/snow traction.
SPACE: MAR. 1 MATERIAL: MAR. 8 SPACE: APRIL 4 MATERIAL: APRIL 11 SPACE: MAY 2 MATERIAL: MAY 9
Trouble Shooter • Trade Secrets • Foreign ServiceTrouble Shooter • Trade Secrets • Foreign Service
PLUS:�The Auto Service-Education Disconnect�Brake Shop: Service Chemicals�Performance: Crank Trigger Ignition
PLUS:�The Auto Service-Education Disconnect�Brake Shop: Service Chemicals�Performance: Crank Trigger Ignition
ANNUAL A/CSERVICE ISSUEANNUAL A/C
SERVICE ISSUEEARNING CREDIT
AT THE CO2 CAFEEARNING CREDIT
AT THE CO2 CAFE
April 2015/$6.00www.motormagazine.com
PATCHLESS COVER:C1_EDIT_Front 3/20/15 9:46 AM Page 1
4 May 2014
The topic of parts warranty andlabor claims is an importantone, with serious implicationsfor everyone in the parts dis-tribution chain. In a perfectworld, every replacement part
would be flawless in fit and function and bedelivered in 20 minutes, and every repairjob would include 100% accurate diagnosis,parts ordering and installation. But likemost other things, the world of automotiveservice—including the companies that makeand distribute replacement parts and thepeople who install them—is not perfect.
In a 2013 study, the Automotive After-market Suppliers Association (AASA) foundthat warranty returns for suppliers averaged2.6% of all sales ($3.5 billion at retail), andthat only 2.5% of the parts returned suf-fered from an actual quality issue. Thesestatistics provided AASA with the impetusto get a deeper understanding of serviceproviders’ thoughts on the topic, and the as-sociation recently released the results of asurvey on parts warranties conducted jointlywith the Automotive Service Association(ASA). Among the findings:
•Asked how satisfied they are with cur-rent parts warranty return systems—not in-cluding labor claims—35% of technicianssaid they were dissatisfied.
•Asked how satisfied they are with cur-rent labor claims systems, only 16% saidthey were satisfied.
•Technicians said they send back an aver-age of 4% of parts on a weekly basis as war-ranty returns.
•By a wide margin, electrical parts werecited by technicians as the category of partsmost prone to warranty returns.
•Just over one-third of technicians saidthat the number of comebacks related toparts is on the rise, while only 8% reportedthe number is decreasing.
•Four out of five technicians placed high
importance on a lenient return policy aswell as an efficient, clear and fair warrantyreturn form when selecting their sources forparts.
•Half the technicians would select a partwith a lifetime warranty over one without,while a third said that it wouldn’t matter.
•When asked how the parts returnprocess could be improved and the volumeof returned parts decreased, technicianssaid there were several things supplierscould do, including: employ better qualitycontrol on parts, improve their online cata-loging systems and offer better return formsthat allow technicians to effectively commu-nicate the problem.
According to technicians responding tothe survey, the two most common reasonsfor returned parts are that the part failed af-ter it was installed or the part didn’t fit. Theleast likely reason—selected from the sevenchoices offered in the survey—was a misdi-agnosis. But it’s hard to see how those re-sponses could be reconciled with the factthat suppliers say less than 3% of returnedparts have an actual quality issue, or that47% of technicians responding to this surveysaid less than 10% of the parts they returnare returned because of quality issues.
Finally, it was interesting to see that forsome technicians, their perceived quality ofparts—based either on the brand name orwhere the part was manufactured—plays alarge role in the likelihood of a part gettingreturned.
While there will always be a need to facil-itate parts returns, the entire industry willbenefit if the number of preventable war-ranty claims can be reduced, which is pre-cisely what AASA aims to do. As we go topress, member companies of the organiza-tion’s Warranty Task Force are meeting toevaluate the survey report and other data todevelop best practices that will reduce pre-ventable warranty claims.
JohnLypen
A recent industry report identifies the needs, preferences
and concerns that automotive repair shops have when
it comes to parts warranty and labor claims.
jlypen•motor.com
Editor’s Report
magazine
JULY AUGUST SEPTEMBER Engine Performance & Driveability Cooling Systems Top 20 Tools
Fuel Trim Diagnostics (Bob Pattengale) — This article reviews the principles of fuel trim values, with a focus on how European vehicles report those values. Euro vehicles use additive and multiplicative methods and report the values in different operating ranges. We’ll also explain how to use fuel trim values to validate a diagnostics direction and confirm that a repair is successful.
Diagnosing Oxygen Sensor Heater Circuit Failures (Thomas Tillman) – This article will explain how to use an 1156 bulb to quickly verify oxygen sensor heater circuit integrity, and describes how to find the source of the problem.
Business Sense (Cecil Bullard) – Timely advice and proven steps to success from a respected and successful shop management coach.
Thermal Management (Paul Weissler) – Summer’s heat puts a vehicle’s cooling system to the test, possibly revealing faults. Now’s the time to ensure that it’s ready, and will remain so when called upon to deliver heat to the occupants during the winter months.
Fastener Thread Handling and Treatments (Jim Gibson) – Depending on the application, a bolt’s threads may require an anti-friction compound, a sealing compound or a locking compound. This article addresses these issues in detail.
Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlighting recommended diagnosis, service and repair techniques.
Top 20 Tools (Staff) – The best-of-the-best! MOTOR editors’ yearlong search for top tools culminates with the announcement of the annual winners.
Giving Back (Sarah Kennedy) – There are many ways that an independent repair shop can become more involved in its local community. This article will discuss the merits and challenges of starting a shop-sponsored charitable program.
SPACE: JUNE 1 MATERIAL: JUNE 8 SPACE: JULY 4 MATERIAL: JULY 11 SPACE: JULY 31 MATERIAL: AUG. 7
OCTOBER NOVEMBER DECEMBER Source Guide Vehicle Electronics Domestics & Imports
The industry’s only one-stop, complete information source for shop owners and technicians. When technicians need to find something about products, services, suppliers, hotlines and more, they turn to the MOTOR Source Guide, again and again.
Brake Shop (Karl Seyfert) – This ongoing series of short articles addresses individual elements of brake system technology, while spotlighting recommended diagnosis, service and repair techniques.
How to Think About (And Fix) Electrical Problems – Part One(Sam Bell) – Electrical diagnosis remains a critical weakness throughout our industry. Part of the problem is that most technicians lack a workable mental model of even basic circuits. This article will cover circuit basics and test instruments and techniques, and warn of pitfalls to avoid.
Charged Up! (Bob Chabot) – Battery technology has become sophisticated as advanced battery chemistries, new materials, electrified pow-ertrains, electronic systems and cooling systems have evolved. Whether replacing a customer’s battery or servicing a dependent vehicle system, to keep customers charged-up, traditional prac-tices, procedures and know-how may no longer apply. Here’s what you need to know today.
Business Sense (Cecil Bullard) – Timely advice and proven steps to success from a respected and successful shop management coach.
New Vehicle Service Preview (Paul Weissler) – Valuable information technicians need to know when servicing the 2017 import and domestic models.
How to Think About (And Fix) Electrical Problems – Part Two (Sam Bell) – Electrical diagnosis remains a critical weakness throughout our industry. Part of the problem is that most techni-cians lack a workable mental model of even basic circuits. This ar-ticle will cover circuit basics and test instruments and techniques, and warn of pitfalls to avoid.
SPACE: AUG. 19 MATERIAL: AUG. 26 SPACE: OCT. 3 MATERIAL: OCT. 10 SPACE: NOV. 1 MATERIAL: NOV. 8
Trouble Shooter • Trade Secrets • Foreign Service
August 2015/$6.00www.motormagazine.com
COOLING SYSTEM SERVICE: PWM FANS PROLIFERATE
48V Vehicle Electrical SystemsShow Potential
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August 2015/$6.00www.motormagazine.comwww.motormagazine.com
Trouble Shooter • Trade Secrets • Foreign Service
September 2015/$6.00
ALSO:Shops Must ‘Connect’ With Their Customers
Bob Cerullo
Trade Secrets
If you run a successful shop you’reprobably a pretty savvy technician andbusiness person. You’ve learnedthrough mistakes over the years andhave used good common sense tomake your business work. However,
there’s always something you can learn fromwhat has worked well for successful businessesand implement or adapt those ideas to your ownshop to help your business grow and prosper.
As a case in point, I’d like to tell you a littleabout a company you probably do business withyourself. United Parcel Service was started by a19-year-old named James Casey back in 1907.The ambitious Casey borrowed $100 and starteddelivering packages and letters on foot and bybicycle, and later by motorcycle. By 1913, Caseyand his partner focused on delivering packagesfor retail stores. They bought their first Model TFord and arranged, ironically, to do a lot of deliv-eries for the United States Post Office. Throughsome smart acquisitions and mergers, theyevolved into the present-day global companyknown as UPS.
So what can an auto repair shop owner learnfrom a giant company like UPS? UPS puts a
great deal of emphasis on training. According toLaurie Mallis of UPS, its employees typicallywork for the company four to 12 years beforebecoming a driver. Generally, when a person ispromoted to the job of driver, he or she stayswith the company. Drivers typically earn about$30 per hour for straight time with generousovertime pay. Drivers and part-time employeesreceive full health benefits, including medical,dental and eye care. All drivers receive generouspension contributions from UPS.
The UPS vacation plan is the employee bene-fit that really got my attention. After 15 yearswith the company, drivers receive seven weeks ofvacation, sick days, holidays and personal days.Drivers with 25 years of service receive nineweeks of vacation, sick days, holidays and person-al days. We always gave our employees twoweeks’ paid vacation. Then we realized, would itbe so difficult for us to provide an extra week tolongtime employees? In fact, we found it wasn’t,and the benefits for everyone were terrific.
Many years ago I read about a plan to offer topay employees for each sick day they did nottake. In other words, they were paid for the sickdays to which they were entitled and took, andan extra day’s pay for any sick day not taken. Weadopted that idea, and it worked out very wellfor our shop and was well worth the cost.
In my many years as a UPS customer, I alwaysadmired the efficiency of their operation. Mallisstated that UPS drivers “are renowned for theirefficiency, following standardized procedures foreverything from how to hold their keys to tap-ping the horn while backing up.” My impressionis they must receive a great deal of training indealing with customers. I can’t ever rememberhaving a bad experience with a UPS driver.When I’m on the road and lost, I always look forthe brown truck to ask for directions.
UPS seems to emphasize what it calls the“UPS culture.” That’s something that easilycould be used in any shop. It has to be trained,but it should include the attitude of the shopowner and all the employees. It starts with
A successful shop owner is constantly looking for ways to improve
his business. Great ideas can come from anywhere, including
customers, employees and successful businesses in other fields.
UPS technicians are assigned a group of vehicles for which they’reresponsible. Technical training is a high priority at UPS.
Phot
o co
urte
sy U
PS
10 August 2013
TRADESECRETS_TRADE SECRETS MASTER 7/19/13 10:13 AM Page 1
Trouble Shooter • Trade Secrets • Foreign Service
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System Inspection» Performance: Ring &
Pinion Setup Basics» Business: Are You
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2016SOURCEGUIDE
October 2015/$19.95www.motormagazine.comTECHNICAL
4 Editor’s Report A recent industry report identifies the needs, preferences and con-cerns that repair shops have when it comes to parts warranty and labor claims.
49 Business Sense: Goals + Measurement = A Win for Your Shop Suc-cessful businesses have clearly defined goals that are embraced by management and staff.Progress toward achieving those goals is measured, and adjustments made as necessary.
54 NewsBreak NASTF meeting tackles OEM-aftermarket topics, ASE launches newE-learning program, Snap-on’s software subscription program offers automatic updates, plusother news of interest to shop owners and technicians.
Tools of the Trade .................64F.Y.I. .........................................65Aftermarket Spotlight ...........66Advertiser Index.....................68Classified .................................69Product Information ..............72
MOTOR (ISSN 0027-1748) is published monthly by Hearst Business Media, 1301 W. Long Lake Rd., Suite 300, Troy, MI 48098, U.S.A. Frank A. Bennack, Jr., Vice Chairman & Chief Executive Offi-cer; Richard P. Malloch, President & Group Head, Hearst Business Media; Robert D. Wilbanks, Vice President & Group Controller, Hearst Business Media. © 2014 by Hearst Business Media, allrights reserved. Cable address DICREDEEMS NEW YORK. Periodicals postage paid at Troy, MI, and at additional mailing offices. Canada Post International Publications Mail Product (CanadianDistribution) Sales Agreement No. 40012807. Authorized as second-class mail by the Post Office Department, Ottawa, and for payment of postage in cash. Printed in U.S.A. Price per copy,$6.00. Subscription prices, payable in advance: U.S.A. and Possessions, $48.00 for one year; $80.00 for two years. Canada and all other countries, $60.00 for one year; $96.00 for two years (U.S.funds). Unsolicited manuscripts and illustrations cannot be returned unless they are accompanied by full return postage. Notice to Readers: MOTOR makes every effort to accurately report news-worthy information about the automotive industry, including products, specifications, repair procedures and other data. Because errors can occur and there will be variances in products, materi-als and workmanship, MOTOR cannot be responsible for information supplied by others or for the repair procedures, application of specifications or other data by its readers or others. Subscrip-tion Service: MOTOR will, upon receipt from any reader of a complete new or renewal subscription order, undertake fulfillment of that order so as to provide the first-copy delivery to the PostalService within six to twelve weeks. If for some reason this cannot be done, you will be promptly notified of the issue date that will begin your subscription, with a request for any further instruc-tions you may have concerning your order. Should you have any problems with your subscription, please write to Customer Service Department, MOTOR Magazine, P.O. Box 3073, Northbrook,IL 60065, or e-mail: [email protected]. To assure the quickest service, please enclose your mailing label when writing to us or renewing your subscription. Renewal orders must be received atleast eight weeks prior to expiration to assure continued service. Postmaster, please send address changes to Motor, P.O. Box 3073, Northbrook, IL 60065-9787.
Volume 221 May 2014 Number 5
REPORTS
DEPARTMENTS
Covering the World of Automotive Service
6 Trouble Shooter Things can get hectic in a shop and mistakes occasionally aremade. If you’re fortunate enough to notice a mistake before the vehicle leaves the shop,that’s the perfect time to correct it.
10 Trade Secrets Many shop procedures are covered by regulations issued and en-forced by a variety of government agencies. Your compliance with these regulations isn’toptional, and ignorance is not a valid defense.
12 Foreign Service You want to be certain before recommending an ECM replace-ment, especially if it’s previously been replaced. Solid test methods provide confidence thatyour recommendation is 100% correct.
18 Eye On Electronics The recycling of just about anything that can be is widely ac-cepted to be a good thing. But when it comes to batteries, a large number may be get-ting recycled much sooner than is necessary.
58 Service Slants Steering wheel vibration on some 2004-11 Nissan Titan pickups,insufficient or no a/c cooling on some 2010-12 Ford trucks, steering column noise onsome 2007 Subaru Legacys and Outbacks, plus other perplexing problems, with solutionsfrom OE and aftermarket service bulletins.
On The Cover
2 May 2014
www.motormagazine.comwww.motormagazine.com
TOOLS &
24Electronic TestTools Update Select-ing the most appropriateelectronic test equip-ment for your shop isonly the beginning.Learning to use it to itsfullest potential whilekeeping it up-to-dateand in working order areequally important.
38Scan Tools: Sep-arating Myth FromReality Considering thecombined cost of initialpurchase and subsequentsupport, the selection ofone or more full-featuredscan tools should be wellthought out. Separatingfact from fiction canguide you forward.
Cover design: Harold A. PerryCover photo courtesy ASE
EQUIPMENT
CONTENTS:Pg_EDIT_Cont 4/22/14 12:03 PM Page 1
2016editorial calendar
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