Canadian Technician May 2009

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High voltage tips Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

for HVS ignition systems

ALSO: ■ Credit card fees under the microscope ■ Vancouver profile – old shop, new tricks ■ What went wrong? Handling optional repairs www.canadiantechnician.ca

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SO LIGHT, YOU COULD USE IT ALL DAY. SO POWERFUL, THAT DAY MIGHT BE SHORTER THAN YOU THINK.

Pick up the new MG325 3/8" impact wrench and you’ll ask yourself, how can something so comfortable and compact be so fast and powerful? Weighing a mere 2.7 lbs., it delivers a class-shattering 425 ft. lbs. of bolt breakaway torque.

Allowing you to free even the most stubborn bolts and move on. Never compromise.

To see our entire family of impact wrenches, talk to your Snap-on franchisee or visit www.snapon.com/impact

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VOL. 14 NO. 4

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 What Went Wrong? . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Columnists It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 By guest columnist Beverly Kaltenbruner

13

15

Management S.O.S. . . . . . . . . . . . . . . . . . . . . . . . . 16

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . . . . . 18

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

By Rick Cogbill

Features Old Business, New Tricks . . . . . . . . . . . . . . . 23 The Garage in Vancouver has changed and evolved with the times – and so has its owner..

23

High Voltage! . . . . . . . . . . . . . . . . . . . . . . . . . 28 GM’s HVS ignition system isn’t as complicated as it may seem.

We’d like to share one of the world’s best kept secrets. [ Blue Streak Import Parts ]

Parts for import vehicles

MAY 2009

CANADIAN TECHNICIAN 3

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How healthy is your vehicle’s engine?

A healthy car depends on a healthy engine. And a healthy engine depends on the right MOTOR OIL &ROM THE MAKERS OF -OBIL THE OFl CIAL MOTOR OIL OF .!3#!2 COME NEW MOTOR OILS n 3UPER FOR NEWER VEHICLES AND 3UPER FOR HIGH MILEAGE ENGINES %ACH specially engineered to enhance performance at speciďŹ c stages of your car’s life. Premium performance and protection for the vehicle you drive every day. Ask for the Mobil product that’s right for you at your next oil change. www.MobilOil.ca Mobil, Mobil Super, Mobil 1 and the Pegasus design are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil licensee. NASCAR is a registered trademark of The National Association for Stock Car Auto Racing Inc. Chevrolet and Corvette are trademarks of the General Motors Corporation.

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Editorial

Stop the gouging

Introducing a New Line of Premium Engine Oils

It’s time to rein in the interchange fees charged by the credit card companies.

Mobil Super 1000

By David Menzies George Sofos, owner of Universal Auto Techs in Richmond Hill, Ont., was scrutinizing his financial statements recently.

And he wasn’t pleased with the credit card fees he was paying.

Sofos found he’s forking-over an interchange fee of 2.3% (as opposed to just 1.6%) whenever he processes a “premium” credit card. And he also has to pony up extra fees to the credit card companies when he processes so-called “high-risk” transactions – such as payments processed over the phone or Internet. In these instances, MasterCard and Visa want Sofos to pay almost a full percentage point more. Even though the customers phoning Sofos are far from high risk – they’re typically regulars who want to arrange picking up their vehicles after normal business hours.

As much as I champion the free-market economy (yes, even these days), abuses can – and do – occur. And the credit card providers are as abusive as they come.

Given that many businesses are struggling to make it through a brutal recession, it’s egregious they’re being asked to fork over a bigger piece of the pie just because their customers prefer to use plastic when it comes to facilitating purchases.

Little wonder several national retail organizations are lobbying hard against banks and credit card companies and their seemingly insatiable appetite for higher fees. (There’s also a fear the credit card companies might try to wade into the debit card business and increase fees here, too.)

The problem, says Peter Woolford of the Retail Council of Canada, is that credit card fees are passed on to issuing banks.

This results in a perversely bizarre scenario.

“They [credit card companies] compete to give the bank more of an ability to take an increasing amount of money from the retailer,” says Woolford. “Usually, it works MAY 2009

the other way around – you compete by lowering your costs to give your customer a better price. Instead, the credit card companies are competing to raise costs so they can pass along more profit to the bank issuing their card.”

An apologist could argue no one’s being forced at gunpoint to use a Visa or MasterCard. Yet, for many people, choosing to go through life without a credit card isn’t an option.

Ever try to book a hotel room, buy a plane ticket, or rent a car without a credit card? It’s not easy, and sometimes it’s impossible. Given this restrictive reality, one can make an argument that profit margins on such services are surely a matter of public interest.

In this regard, hope abounds. Three federal entities – a Senate committee, a Commons committee, and the Competition Bureau of Canada – are now investigating whether credit card providers are violating the law by charging high fees to businesses to process transactions (see story page 13.)

What do the credit card firms have to say?

Alas, the cone of silence has descended.

“MasterCard is in a quiet period,” says MasterCard Canada spokesman Olivia Yu. (“Quiet period” is apparently MasterCard’s way of saying “no comment.” Priceless.)

Meanwhile, Visa Canada representatives declined to return calls.

Still, you can bet that behind the scenes, credit card lobbyists are aggressively opposing any meddling in the complex mechanisms they use to set interest rates and transaction fees for credit cards.

This is an immensely profitable business for them, and it’s a business the government doesn’t currently regulate.

But it’s abundantly clear the credit card companies have gone too far with their gouging. Hopefully the various probes will conclude it is indeed time to rein in these abusive entities once and for all.

Engineered to exceed OEM warranty requirements.

Engineered in Canada for the latest engine technology, Mobil Super 1000 exceeds OEM (Original Equipment Manufacturer) warranty for every major gasoline car and light-duty truck manufacturer including turbo-charged engines.

Mobil Super 2000 Engineered for high mileage vehicles and longer oil drain intervals.

Engineered in Canada, Mobil Super 2000 is recommended for high mileage vehicles with over 120,000 km and provides guaranteed oil drain protection for 10,000 km or 6 months, which ever comes first.* www.MobilOil.ca

*Excludes severe service applications involving: racing and commercial use; frequent towing or hauling; extremely dusty or dirty conditions; or excessive idling. While under warranty change oil at the manufacturer’s recommendation.

Mobil, Mobil Super, Mobil 1 and the Pegasus design are trademarks of Exxon Mobil Corporation or one of its subsidiaries.

Imperial Oil licensee.

CANADIAN TECHNICIAN 5

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Service Notes

Terms of service “Tune-up” might have been an inaccurate term, but you can’t argue with its effectiveness in bringing people into the shop.

By Allan Janssen The early word on this recession was that it would be good for the automotive aftermarket.

People who were unwilling to spend big dollars in an uncertain economy to buy a new vehicle would show a renewed commitment to maintaining their existing one.

It’s a reasonable theory – and it has proven true in the past – but it may be a little simplistic this time around.

The problem is that cars are better made than they used to be. Barring any catastrophic failure, they’ll keep on running despite months of neglect. Many consumers may be lulled into a false confidence that their vehicles can get by without routine maintenance at all. When service work falls off the “Must Do” list and lands in the “Might Do” category, the expenditure is reclassified as discretionary. And discretionary spending tends to tighten up in a recession.

This was less of a problem in the past, when people understood the importance of what was called a “tune-up.”

The term was apt, given that some components were literally tuned for optimal performance. Spark plugs were gapped. Engine timing was reset. The motor was tweaked to improve efficiency.

Consumers understood a tune-up the way they understood a dental check-up.

Something done on a regular basis to assess present condition and avoid future problems.

Whether we knew it or not, there was a lot of equity in that little term. It was what you did before you went on a long trip, before winter set in, if the car sat idle for too long, and when you bought a used car.

“Tune-up” was shorthand for a lot of the MAY 2009

really valuable things our industry has to offer: professional inspection, skilled analysis, and a maintenance program that leads to vehicle reliability, fuel efficiency, increased safety, and general peace of mind.

But as cars evolved, engine tuning became less common, less possible.

And many shops stopped promoting the tune-up.

Worse, they abandoned the term altogether. They talked instead about preventive maintenance, which may be more accurate but, let’s face it, doesn’t have the same ring. It’s also not perceived the same way. It comes across as being like an insurance policy.

In many markets, advertising for tuneup opportunities vanished. Television and radio ads stopped advocating tune-ups.

And I would argue that people don’t talk about tune-ups the way they used to. It’s no longer an accepted and understood service procedure. It has virtually disappeared from conversation.

Along comes the recession and rather than doing their necessary tune-ups, people are ignoring their preventive maintenance. Meanwhile they’re still going to their dentists for a regular check-up.

I’ve noticed a lot of hand-wringing in our industry about undone maintenance work and lost service opportunities in recent years. We’ve launched media campaigns to change it. We’re working overtime to educate consumers about something they used to understand implicitly.

So, yes, we’re responding to the problem. I just can’t help but wonder if it’s a problem we had a hand in creating when we abandoned one of our greatest marketing handles.

VOLUME 14

NUMBER 4

EDITOR David Menzies david@canadiantechnician.ca (416) 614-5824 EDITORIAL DIRECTOR Allan Janssen ajanssen@newcom.ca (416) 614-5814 PUBLISHER Martyn Johns mjohns@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lkantor@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Kelly Bennett, Rick Cogbill, Larry Dickison, Will Enns, Bob Greenwood,Todd Huggard, Beverly Kaltenbruner and Wayne Moore GROUP PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 DIRECTOR, QUEBEC OPERATIONS Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria.

For others: single copy price: $5.30; one-year subscription in Canada: $35.70 ($34.00 plus $1.70 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2009. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

We acknowledge the financial support of the Government of Canada through the Publications Assistance Program toward our mailing costs. PAP Registration No. 10833.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Scanning” by Wayne Moore Phone (905) 632-8770 www.canadiantechnician.ca/covers CANADIAN TECHNICIAN 7

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LETTERS Ultrasonic leak detector often overlooked

LARRY DICKISON

RE: The Great Escape, March 2009 Kudos on an excellent article on AC leak detection. The ultrasonic leak detector can be one of the most overlooked tools in the leak diagnostic arsenal. I use it quite frequently for both AC and EVAP leaks with great results. Again... hats off to Todd Huggart for an excellent article.

Chance Henderson Automotive Instructor Dauphin, Man.

Sensor thread problem?

Ice is nice For the past 23 years, I’ve been employed as a technician at Walkerton Toyota. I have a tech tip that I hope you’ll find useful given that it has bailed me out a few times. To remove a stubborn threaded-in O2 sensor or A/F sensor, try putting ice around the part of the pipe that the sensor threads into. I have found that doing so will usually make it possible to remove the sensor with minimal effort. Hope this works for you.

Doug Schaefer Walkerton Toyota Walkerton, Ont.

Clock punching equals better productivity RE: Management S.O.S., February 2009 I read your article on time management. I totally agree technicians need to punch a clock in order for a shop to have any indication of efficiency and productivity.

Don MacDonald, President Rover Tech Automotive Ltd. North Vancouver, B.C.

Desperately seeking TSBs I’m looking for a website that allows you to download or view TSBs. I was wondering if your readers could send in their ideas of the best places on the web to find them. Thanks.

Kevin Howard Howard Automotive Queensville, Ont. We’ll put the word out. You can also log on to Canadian Technician Forum to ask the members there. They are pretty plugged in. Check out www.canadiantechnican.ca/forum

Haberdashery hijinks Re: 10 Ways to Grow Your Oil-Change Business, March 2009 Nice article about oil changes but I did a double take looking at the picture. Is it just me or was the tech in that picture wearing a woman’s shirt? I notice the but-

tons are on the wrong side!

Shant Ghazarian Goodyear Tire and Auto Service Mars Tire Aurora, Ont. You obviously have an eye for fashion, Shant. Yes, that photo was flipped making the shirt appear to be a woman’s… Not that there’s anything wrong with that!

“G-r-e-m-l-i-n” also fits RE: Auto Puzzle, March 2009 I’m working on the March crossword puzzle and, glancing at 1 Across, I notice the solution to “small vehicle” is seven letters long and that “sh**box” fits perfectly.

Could that be right? Oh wait, it looks like “compact” fits, too. Never mind.

Ward Zintel Perfection Automotive Saskatoon, Sask.

RIDES

Reader

Jay Cavanagh, a heavy duty mechanic in Abbottsford, B.C., sent in this shot of his “dream come true.” Working with his three boys, it took four years to complete. This replica Shelby Cobra with big block modified 429 and an original Toploader fourspeed has been used by BFGoodrich for shows in British Columbia. “It’s been used for special family events and gets driven around town every now and then. My wife and I enjoy cruising whenever we can. We even take it camping with us.”

You can see more “Reader Rides” on our website at www.canadiantechnician.ca.

And if you have a photo of your hot ride, feel free to send it in. We’ll put it up!

8 CANADIAN TECHNICIAN

MAY 2009

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The best wheel service just rolled into town!

Bosch now offers the best in Wheel Service Equipment to the aftermarket! Get your business rolling with the best aligners, tire changers and wheel balancers in the industry. For more information on quality Bosch wheel service and diagnostic equipment visit us on the web at www.boschdiagnostics.com or call 800-618-4729.

Š 2009 Robert Bosch Inc., Canada. All rights reserved.

CanadaWheelServiceRolled_AD_09.indd 1

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&

About

ATP moves into bigger facility

Credit card fees under the magnifying glass

ATP Inc. has moved to a new 92,368 sq. ft. facility.

The new address is: 1300 W. Pratt Blvd., Elk Grove Village, Ill. 60007. All current telephone and fax numbers will remain active: Telephone: (847) 967-6790; Toll free: (800) 5286695; fax: (847) 967-8686.

Three federal probes are now examining if interchange fees are excessive.

Monroe launches rebate program

By David Menzies

A

uto repair shops are among the myriad small businesses rejoicing over recent news that credit card fees will be the subject of three separate federal investigations.

Senate and Commons committee probes, as well as an investigation by the Competition Bureau of Canada, all plan to examine whether the likes of Visa and MasterCard are gouging merchants with ever-increasing interchange fees.

According to www.StopStickingItTo Us.com – a website run by the Retail Council of Canada – Canadian consumers paid more than $4.5 billion in hidden credit-card fees last year. The council’s campaign, supported by more than 200,000 businesses, is aimed at getting credit card companies to put the brakes on skyrocketing fees.

The Retail Council notes an estimated $2 out of every $100 charged goes to the credit card companies and the issuing banks in fees. A major point of contention is the interchange fees businesses pay to card-issuing banks to offer consumers the option of paying with credit cards.

Interchange fees can be as high as 2.5% for premium credit cards.

The council says many merchants find these fees excessive, noting that in regions such as Europe and Australia, government regulation has capped interchange fees at less than 1%.

Peter Woolford, vice-president of policy and research with the Retail Council of Canada, says in the past 18 months alone, Visa and MasterCard have increased the interchange fees nine times (combined) and that premium credit cards now have interchange fees about 20 basis points higher than most regular credit cards. Woolford says after MAY 2009

3/13/2009 2:50:33 PM

Supplier News

Monroe has announced its “Renew Your Ride” promotion. The marketing initiative will give consumers up to $125 for purchases of select combinations of Monroe and Rancho ride control products. The Monroe “Renew Your Ride” promotion, which runs until May 31, 2009, will complement the brand’s current 80,000-kilometer ride control replacement campaign that encourages consumers to monitor and replace their shocks and struts at 80,000 km. For more information regarding Monroe’s “Renew Your Ride” promotion or for “Renew Your Ride” mail-in promotion forms, visit www.Monroe.com or call (800) 565-9919.

New OTR specialist for Yokohama Australia conducted a major investigation into credit cards several years ago, interchange fees were capped at 0.5%.

While consumers understand they pay interest on unpaid credit card debts, Woolford says many consumers might not realize they’re also paying indirectly for using credit through transaction fees.

Those fees are paid to the credit card companies and banks by the retailer, but are ultimately passed on to consumers. No-fee credit cards offer no up-front fees and may offer benefits such as loyalty programs and free travel insurance. But these cards require retailers to pay higher transaction fees when consumers use those cards.

Woolford says he’s especially pleased the Competition Bureau is investigating whether Visa and MasterCard are actually breaking the law by charging businesses “exorbitant fees” to process transactions. Part of the bureau’s mandate is to determine if the credit card companies are violating Section 79 of the Competition Act, which pertains to the abuse of a dominant position.

“This (Competition Bureau investigation) has really given us a great deal of hope, for sure,” he says.

Woolford thinks fees should be charged on a flat-fee basis rather than a percentage of total sale cost.

Representatives with MasterCard and Visa declined to comment.

Herbert Humby has been named national OTR specialist at Yokohama Canada. Humby will develop new markets for the Yokohama line of bias- and radial-ply specialty tires and help existing customers maximize the cost-efficiency of their tire investments.

SPX to supply Global SPX Service Solutions has entered into a five-year agreement with AGCO Corp. to supply AGCO dealers worldwide with the newly released AGCO Electronic Diagnostic Tool. Under the terms of the agreement, AGCO will develop the program diagnostic content and SPX Service Solutions will provide AGCO dealers with the diagnostic hardware and design. AGCO will also maintain an e-commerce website; provide after sales support including web-based updates to the diagnostic platform and provide loaner and repair services.

The AGCO EDT program is a newly developed common diagnostic platform capable of supporting all AGCO brands worldwide.

Beck/Arnley a supplier member to new utility database Beck/Arnley has announced it has been named a supplier member of Free-Cat.com. This website is a standards-based, industry-owned parts look-up and utility database for counter people and professional service technicians. It allows them to access the most up-to-date application data from participating manufacturers in a single search.

Free-Cat.com was created by several North American auto parts manufacturers that banded together. The goal was to create a website that could be used to look up all parts for all vehicles from leading suppliers. Since the information found on Free-Cat.com comes directly from the supplying companies manufacturing the parts, Beck/Arnley says it is more current and more accurate than the information typically found in other eCats used in the aftermarket.

CANADIAN TECHNICIAN 11

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Supplier News

OUT & ABOUT

KYB America names new president

U.S.-brokered extended warranties “worthless.”

Takashi Kitahata has been appointed president of KYB America LLC. He replaces Shinichiro Maekawa.

Kudos for OTC kit The OTC 5195 Wheel Stud Installer/Remover Kit was named one of the Top Five 2009 Aftermarket Products by the Heavy Duty Aftermarket Journal at the fourth annual Heavy Duty Aftermarket Week conference. The OTC 5195 Wheel Stud Installer/Remover Kit received praise for its innovative design and ease of use. The kit is an example of a heavy-duty product designed to save time and money while allowing shop technicians to quickly and effortlessly remove and install wheel studs, calipers or axles on virtually any Class 7 or 8 vehicle wheel hub.

New marketing manager for Osram Sylvania Mississauga, Ont.-based Osram Sylvania Ltd. Has appointed Luigi Leto as its new strategic marketing manager for consumer and automotive products. Leto assumes responsibility for overseeing all channel marketing strategies and activities for both the consumer products and automotive lighting sales channels.

New VP for NGK Robert Pepper has been promoted to VP, manufacturing for NGK Spark Plugs (USA), Inc. In his new role, Pepper will be responsible for all North American manufacturing and OEM/OES distribution.

Bosch named Manufacturer of the Year The Bosch Group has received the 2008 Manufacturer of the Year Award from the NAPA Under Hood Sales Group. It’s the second year in a row Bosch has received the award. According to NAPA, the Bosch team was singled out by field personnel for outstanding customer service, willingness to step up and try programs, and great training.

Matco Tools launches contest Matco Tools has announced a new contest – the Matcos Toolbox Plant Wants to Give You a Service Cart Sweepstakes. One person will win a MSC11 Service Cart and MSC11TT T-Top Drawer Accessory valued at $1,125.00. The promotion ends on May 15, 2009. Visit the Matco Tools website (www.matcoctools.com) for a chance to enter. A Winner will be announced May 22, 2009

New president for Bestbuy Distributors Jeff VandeSande has been appointed president of Bestbuy Distributors tohelp manage the company’s Canadian operations..

12 CANADIAN TECHNICIAN

By David Menzies

C

anadian consumers continue to receive flyers and phone calls from a St. Louis, Mo.-based brokerage pitching extended warranties for vehicles. But shop owners/service advisors should take note: industry observers say the warranties likely aren’t worth the paper they’re written on.

Lou Robertson, an RCMP officer who heads up the criminal intelligence unit at Phonebusters in North Bay, Ont., says Phonebusters has received “thousands of complaints” about National Dealers Warranty Inc., also known as Canadian Auto Warranty Services (CAWS). In addition to the frequency of the calls, consumers have complained about the belligerent nature of CAWS sales reps.

“This has been a nightmare,” says Robertson. “Their call centre is a big problem. They’re walking a fine line in terms of what’s legal.”

As well, many observers doubt that the warranties sold by CAWS – which can cost more than $3,400 – are indeed valid.

Bill Davis, executive director of the Toronto Automobile Dealers Association, says the products being peddled by CAWS are essentially “worthless.”

“It [the CAWS warranty] is not a recognized third-party warranty or a manufacturer’s warranty,” says Davis. “There is no dealer or car repair shop that has a relationship with these people.”

Davis also takes issue with the language used in CAWS sales pitches. “They use terminology like ‘bumper-to-bumper’ which you’re not even allowed to use in Ontario,” he says.

Don Brennan, general sales and claims manager for London, Ont.-based Lubrico Warranty Inc. – a provider of extended warranties in Canada since 1977 – has closely examined CAWS warranties such as The Choice and Gold Key Protection Plan. Far from providing “bumper-tobumper” coverage, Brennan notes con-

sumers are “really getting just a powertrain warranty – and with limitations, at that.”

Another red flag: the coverage of the warranties seems too good to be true (namely, five years and 160,000 km.) A Lubrico warranty runs for four years and has a limit of up to 80,000-km limit for the powertrain; the liability limit, meanwhile, is up to the value of the car or $3,000 per claim irrespective of the nature of the claim.

Shop owners contacted by Canadian Technician said they wouldn’t honor any CAWS-brokered warranty.

Mike Carter, the St. Louis attorney who represents National Dealers Warranty and its various affiliates, says the company is legitimate and almost 200 Canadian customers have had warranty work honored.

While many consumers have complained that CAWS representatives refuse to disclose the fine-print terms and conditions of a warranty unless they first agree to immediately purchase the warranty by credit card, Carter dismisses such concerns. He says the majority of consumers typically decline to read contractual fineprint even when given the opportunity to do so.

“This is the beauty of how the warranty is sold – if the customer doesn’t like what he’s hearing, he can just hang up,” says Carter.

Notably, the Financial Institutions Commission in British Columbia recently issued a cease and desist order against World Wide Warranties and its affiliates.

In its order, the commission noted consumers “cannot rely on any of the representations that the telemarketers are making about honoring the protection purported to be provided.”

Alberta and Saskatchewan have also prohibited the company from doing business in those provinces. And last summer, the Missouri Attorney General fined the firm $29,955 for misleading marketing practices.

MAY 2009

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OUT & ABOUT

Tire stewardship program a solution in search of a problem Impending Ontario scheme gets thumbs down from industry.

O

ntario is headed toward a new government-mandated tire stewardship program, likely to be implemented

by September. But although the optics of a new product stewardship program may look good in this day and age of renewed environmental awareness, observers say the tire scheme is essentially a solution in search of a problem.

Glenn Warnica, president of the Ontario Tire Dealers Association, notes more than 95% of the province’s 12 million scrap tires are already recovered on an annual basis. “From our perspective, we’d consider the present industry-managed solution very successful,” he says. “We’re in tough economic times and this [tire stewardship program] would’ve been better served through free enterprise.”

Warnica notes the proposed stewardship program contains many “laudable elements.” But other features – such as eliminating the free market system for the collection and hauling of tires to processors – “are completely unnecessary.”

Today, tire dealers charge an average of $3/passenger tire and $12 per truck tire to recover more than 95% of on-road tires.

About 50% are recycled back into rubberbased products while some are resold as used tires. The remainder is used as tirederived fuel.

But Warnica notes that under the “unique and somewhat bizarre requirements of [the new] law,” the program is going to cost Ontario tire consumers $74 million in year one thanks to a $5.81/per passenger tire stewardship fee and a $14.70 medium truck tire stewardship fee.

And the timing couldn’t be worse. “It’s stating the obvious that all tire sales are way down,” he says. “Everyone is hurting, from the manufacturer to tire dealer.”

Shant Ghazarian, president of Mars Tire (which has four locations in the greater Toronto area), says tire retailers such as himself have been kept in the MAY 2009

dark regarding the details about the impending program.

“If the government was to say that 100% of the tires was going to be recycled, then I’d be all for it,” he says. “But if this [stewardship program] is just a big cash grab, then forget it.”

Ghazarian says he charges his customers $3/tire when old tires are left at his shops. It costs him $1.75/tire to have the old tires hauled away. Ghazarian says he tends to break even with this arrangement because some people dump tires at his stores after hours to avoid paying the $3 charge.

Warnica says 19 years ago when the provincial Liberal government introduced a $5 tire tax in Ontario, the tax was supposed to “help fund efforts to support recycling and environmentally-sound disposal.” But in February 1990 – just nine months after the tire tax came into effect – a stockpile of 14 million tires in Hagersville, Ont. caught fire.

By the time the subsequent NDP government repealed the tire tax in 1993, the province had accrued over $150 million in

revenue from the tire tax, but had only spent less than one-tenth of that amount on promoting scrap tire recovery and recycling. The lion’s share of the revenue was not used for recycling or for developing new technologies related to rubber.

Rather, the monies went to the consolidated revenue fund.

While several other Canadian jurisdictions took the approach of establishing provincial tire collection programs (British Columbia in 1991, Alberta in 1992 and Quebec in 1993) successive Ontario governments have chosen to reduce tire stockpiles by enforcing landowner clean up of existing tire piles and enforcement against the formation of new ones.

Warnica maintains that the Ontario scrap tire collection system currently works well given there are no significant tire stockpiles remaining in Ontario.

Dave Mcintyre, owner/technician with Royal Oak Automotive in Victoria, B.C. sent along this interesting shot. Here’s some cringe-inducing evidence of what happens when one drives a pickup truck on a west coast logging road for 50 km with a flat tire. The owner had just purchased the truck from the local car lot but didn’t have a key for the wheel lock. Yet another good reason for vehicle buyers to make some time for the pre-purchase inspection.

Have an interesting picture to share? Send it to Eye Spy, c/o Canadian Technician, 451 Attwell Dr., Toronto, Ont., M9W 5C4. Or e-mail your high-resolution image to the editor: david@canadiantechnician.ca

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It’s Your Turn

It’s mainly because of the service When it comes to good old-fashioned service, independent shops are well-positioned to take on dealerships

By Beverly Kaltenbruner

When a vehicle needs service, the owner has a decision to make: bring it back to the dealership or use an independent repair shop.

As independents, we must be aware that we’re constantly being compared to dealerships… and the business that offers the best service is going to win the customer’s loyalty.

I believe consumers should be educated about the significant differences that exist between dealerships and independent auto service providers. These differences are often the defining point between trust and frustration.

Our family has run our seven-bay shop for 35 years (my husband and I fully bought out the partnership three years ago.) We have five hoists, four technicians, a service advisor (a former tech who spent 23 years with GM), and one administrative assistant. Our entire highly-trained experienced team gives us a broad perspective on most automotive service issues. One lesson we’ve learned is this: some dealerships fail to acknowledge that today’s automotive repair client is looking for service over and above anything else.

I’m talking about old school, oldfashioned, handshake-across-the-counter, fully accountable kind of service.

We routinely hear horror stories from consumers who’ve turned to us because of poor service experience at dealerships.

One woman was assured her vehicle would get its needed oil change well in time for her to make a doctor appointment on the other side of town. When she

MAY 2009

The differences that exist between dealerships and independent auto service providers are often the defining point between trust and frustration. needed to leave for her appointment, without an apology – heartfelt or otherwise – the service advisor said she’d have to make other arrangements.

Another woman told us about receiving a bill for more than $600 to cover service work that she never authorized. And my husband experienced a simple seatbelt problem that took three visits over three weeks to repair to safety standards.

Understandably, being disrespected in this fashion turns customers away.

Consumers want and deserve absolute transparency in all auto service dealings.

They’re looking for a personal relationship with someone they know and whom they can trust implicitly to safeguard their vehicle, their family, and their wallet.

I believe the days when a service provider in any industry can pull the wool over the consumer’s eyes are rapidly coming to an end. There’s too much readily available information from a multitude of sources for any business to blithely assume their customers are uneducated and naïve about their own needs. Dollars are far too precious these days and with ever-increasing demands put on the fami-

ly wallet, service dictates where dollars are spent.

In our shop we’re regularly told about a cavalier, superior attitude within some dealerships that motivates drivers to seek out independent repair shops that offer highly personalized service. Our type of service fosters generational relationships based on trust.

Like many independent shops, we invest heavily in the technology and tools required to do our jobs. We happily invest in skills training for our technicians. And we invest thousands of dollars in access to online vehicle repair and estimating guidelines. In the office, advanced software provides us with manufacturers’ maintenance plans for new vehicles, and allows us to meet or exceed manufacturers’ warranty service guidelines.

When it comes to competing with dealerships, we’re not only well-prepared to meet our customers needs, but we’ve proven time and time again that independent businesses excel when it comes to the personal touch.

The issue of dealerships versus independent service providers is one that’s decided every day by consumers. And customers base their buying decisions on who offers them the best service, skill, and prices.

Bottom line: A well-operated independent garage that focuses on service will trump a dealership every time.

Beverly and husband Brian Kaltenbruner operate Harold’s Auto Service in Lethbridge, Alta.

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MANAGEMENT

S.O.S. Surviving in a DOWNTURN

In this series of fictional letters from a new shop owner to his former boss, management trainer Kelly Bennett discusses basic business principles that apply to the automotive repair industry.

It all comes down to being a LEADER.

t of w! A lo lo-o-os e r a Things e work. today. ntenanc fford ous mai il chat y: i a l v m l b e o e K t n r can’t a s a Dea the mo w they me for o n i n e t v t e f h o g – lots lately ause ri g work I have mers in ait bec eferrin l custo ve to w to be d a a r h m e e v t e e s s s a u j people that’s ’ve had t will tal! We . Yeah, ng me i u s i r a l b h l e s e t i e midst s onomy r spou g in th They’re This ec Or thei urvivin s . . e f n n f o o o d s d it ny tip een lai to get ople! A ey’ve b with pe oned th i e t v n a e h m o that ion t nversat able co comfort n? downtur of this - Erol

Dear Erol: Yup, you’re right. The economy is brutal.

We’re seeing the same thing out here that you’re seeing there.

As you know, I’ve been in this industry for a long time and I’ve survived a few of these recessions. The most important thing to remember is that economic conditions tend to be cyclical. Everything comes around eventually. A good friend of mine, Steven, who is a management guru, loves to say “This too shall pass.” I used to hate hearing that from him. It seems like such a pat answer. But you know what?

He’s right.

The most dangerous pitfall in these kinds of economic storms is to reduce your pricing in a desperate bid to bring in more customers. It won’t work. It will only make things worse. Not only do your sales go down, but now your gross profit 16 CANADIAN TECHNICIAN

is declining as well. If you pay your technicians by the hour, the gross profit on labor also plummets. It’s a horrible circle of losses. I know what I’m talking about here. It’s a deadly trap that too many people fall into.

Instead, what you have to focus on is marketing, sales, and increased productivity in order to end the slump.

Remember, when your sales decrease, your parts purchases decrease as well.

The math is pretty simple. Sell fewer parts, buy fewer parts. So, tell me, what is the point of charging customers less for your parts in troubled times? You’re still paying the same amount for them.

All you’ve done is destroyed your gross profit.

No, Erol, the secret to surviving a recession like this is to do less for more, not more for less.

I was asked to be a keynote speaker at an automotive event a few years back and I was asked to address this very issue. Of course I was nervous about speaking, so I spent a long time researching the topic, and really thinking the whole process through. I even came up with an acronym for the solution: LEADER. (Can you guess what the L stands for?)

Leadership I think this is the key to getting through economic troubles. In one of his books, Dr. Richard Swenson contends that the average manager is interrupted 202 times a day. Leaders refuse to let this happen.

They focus on where they’re headed.

They don’t get sidetracked.

I’m absolutely convinced that we need to improve our leadership skills to inspire our teams through tough times. You know MAY 2009

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Larry Dickison

alignments, transmission coolers, bulbs, and wipers can add to your bottom line.

Enthusiasm

what they say: you can’t manage an army into battle. You have to lead the way.

I think it all clicked into place in my own mind when I heard that managers play checkers, leaders play chess. In business, not all the pieces move exactly the same way like they do in checkers. We have to be creative and resourceful to manoeuvre our businesses through the minefield of modern commerce.

Education There is far more, almost infinitely more, that we don’t know than that we do know.

These days we have to be better educated than ever before in our history. We need to learn more and we have to apply what we learn to our businesses.

In his book Flipping The Switch, John J. Miller says, “A learning mentality can be a powerful advantage in each of our lives.

It enhances our ability to adapt to change, reach the goals we’ve set, and become the people we wish to be. It helps our work, teams, and organizations to be more innovative, productive, and fun. But what perhaps is most important is how it makes us feel. Learning brings forth energy, enthusiasm, and a zest for life that’s lacking in those who – for whatever reason – have ceased to learn.”

Advanced financial planning The heart of diagnosis for any business is the financial statements. The numbers will show us where the problems lie… but also where the “fixes” are. It’s not good enough to simply analyze what happened MAY 2009

last month, last quarter, or last year.

Financial forecasting is essential.

We also need to get creative and have brainstorming session with our team and ask the tough questions. What can we all do to help reduce expenses? How can we package our services so they’re more saleable? What can we do to make every car count?

Diversify It’s time to get creative. I was at a leadership summit a while back and one of the speakers, Stephen B. Sample, told us we need to allow ourselves to “Think Gray.”

He deals with this issue in a chapter of his book, A Contrarian’s Guide to Leadership (ISBN - 10:0787967076). He writes, “contrarian leaders think differently from the people around them.”

I found his ideas very helpful. He doesn’t just say “think outside the box,” he suggests ways to actually do it.

Want to see something neat? Go to www.paperairplanemovie.com and tell me what you think of the free video about thinking outside the box.

Creating additional income streams is a challenging but vitally important exercise. In fact, that’s what you did when you added tire sales and storage to your services. I’ve seen some shops use extra bay space to add a detailing service, or a quick oil change service, or a car wash. For me, additional income starts with doing proper walk-around inspections of every car that comes in the shop. You’d be amazed at how much windshield repairs, wheel

In the midst of all that is going on with the economy, it’s easy to get discouraged and start to lose our passion. Great leaders find ways to avoid this. Personally, I find reading to be my best defence against emotional entropy. I avoid reading the newspapers, watching the news, or listening to radio talk shows about depressing topics. I don’t need any more bad news in my life! But books inspire me and motivate me. They give me energy and enthusiasm and that’s key to leading my team.

Here’s an idea. In that great lunch room of yours, why don’t you start to build a collection of inspirational movies for your staff to watch. My favourite movie last year was The Express. It’s about the first black football player to win the Heisman trophy.

Refocus It’s so easy to lose sight of why we started our businesses in the first place. Life is not a marathon. It’s a series of sprints. We need to use these down times to refocus on the important things in life. Take time off with the family. Recharge the batteries. Slower times are a great time to reconnect with our greater goals, and remind us of what really matters in life.

Check out www.tacmovie.com to see what I mean.

Well Erol, I’m leaving early today. Scott is graduating tonight and I’m very excited.

I can’t help but wonder how the years went by so fast. He was born premature and weighed only 4 pounds. He used to sleep on my chest and now I have to look up a foot and a half to ask if I can borrow my own car. And maybe get a little money for gas too. Ah, the things we do for love!

As always, I’m only an e-mail away.

—Kelly Kelly Bennett is a certified management trainer and has been coaching automotive repair shop owners since 1990. You can reach him at kellythecoach@aol.com.

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For mutual survival, the best shop owners and jobbers must start working together.

By Bob Greenwood

A new era of

CO-OPERATION I

t’s as predictable as the Toronto Maple Leafs failing to win the Stanley Cup. A shop owner attends a comprehensive business management course and learns a dozen new ways to improve his or her business. He takes copious quantities of detailed notes and truly has every intention of implementing as much as he can of his newly acquired knowledge.

While he’s full of enthusiasm on his first day back at the shop, reality quickly sets in. It’s not so easy to inspire the workforce. He can’t remember all the reasons he was going to implement a particular strategy. The shop is full of distractions, and every crisis seems to need his direct input. He’s back to putting out fires. He hopes to take remedial action as soon as things slow down enough for him to catch his breath, but it doesn’t happen.

Weeks turn into months, and soon all his momentum is lost.

Now he’s filled with disappointment, believing the shop could perform much better than it is. He just doesn’t have the discipline to make it happen.

Unfortunately, I’ve seen this scenario play out time and time again. It’s the experience of probably 80% of shop owners and managers who attend a comprehensive business development 18 CANADIAN TECHNICIAN

course. Even the most well-meaning shop owners struggle to implement the good business advice they get.

As our industry continues to evolve, those shop owners who can’t implement effective management strategies are going to find themselves further and further behind. Their businesses will undoubtedly suffer.

Unfortunately, their future profitability depends on learning how to break this cycle.

That’s why I believe the most progressive parts suppliers within the aftermarket are going to start playing a bigger role in the business lives of their clients. I’ve already seen them starting to forge new relationships with their key accounts, offering a whole new level of service to selected clients. I believe we will see a time when the best jobbers set up specialized business divisions within their operations to help their customers master the complexities of running a modern auto repair facility.

Progressive shop owners will welcome such a new level of service as they face the challenges of operating in an increasingly complex environment.

Progressive jobbers will understand that to ensure their own survival they must have a profitable and growing client base that MAY 2009

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grasps the intricacies of shop measurement and management, coupled with first-call business loyalty.

To secure business from the best customers, these forwardthinking suppliers will set up business development and coaching divisions which offer a wide range of services to select clients. They’ll offer tailored training programs and one-on-one consultation designed to develop profitable strategies and ongoing business guidance. The service will involve detailed measurement tools that allow shop owners to assess their progress in real time. They’ll also be able to compare their results with other top shops.

Marketplace analysis will be available at the push of a button.

Computer software and adequate training to make it work will be on offer. Selected bookkeeping services will be recommended.

Trained aftermarket professionals will be a phone call away, ready to offer advice on the unique challenges facing the modern auto repair sector.

The relationship between repair facility and jobber will be completely revolutionized.

The sad part is that not all jobbers will develop these kinds of coaching services, and not all service facilities will recognize the need for such a mutually beneficial relationship.

Participating in a confidential mentoring program makes a lot of sense for the progressive shop owner. But there’s a price to be paid. They must first recognize the need for proper business training. Too many shop owners arrived at their present position through the bays, knowing how to fix a car, but not how to do the books. They need to go back to school, and learn how to run a business profitably.

Second, they must recognize the importance of giving their first-call loyalty to the jobber who provides the best service.

That’s the only way a jobber can develop the kind of programs that will make everyone’s business stronger. Not only must they reward the jobber with the lion’s share of the business, but they must commit to paying their bills in full each month. This is critical for their supplier’s business health.

Thirdly, they will need to revamp their internal bookkeeping, submitting key numbers to their business advisor for proper measurement and analysis. These numbers need to be sent to the counselor each month for insertion into an analytical program that will generate a detailed report for the shop owner to study. Comments and suggestions will give direction on how to improve the shop’s performance. Ongoing discussions will hash out all the details.

This requires a great deal of trust between the parties. A reciprocal relationship of trust and understanding will develop.

Together both businesses will grow and move forward.

Are you starting to get a picture of a new dynamic that should be developing in our industry? It will be a dynamic win-win result.

The math will not lie.

Within a year, both shop owner and parts supplier will start seeing results of what they’ve implemented. Both will be excited about what the future holds. Both will have a more positive attitude. They’ll exude the pride and confidence of truly sucMAY 2009

cessful businesses.

I believe shop owners and parts suppliers must learn to reinvent their business relationships, and develop practices that will address the realities of our sector. These new partnerships of trust are the only way to ensure future prosperity.

This is the new frontier for our sector. It will require an elevated level of maturity from both sides, although it will return untold benefits.

Hold on to your hats – this ride is just beginning. And be assured the next five to seven years will be the most exciting and thrilling ones of your career should you decide to seize the opportunity.

Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company (www.ekw.ca), and the Automotive Aftermarket E-Learning Centre (www.aaec.ca). He’s also on the board of directors of the Canadian Independent Automotive Association (www.ciaassociation.org).

You can reach him by phone at (800) 267-5497; by fax at (905) 331-6180; or by e-mail at

greenwood@aaec.ca.

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What went wrong?

Optional repairs leave customer fuming “After an oil change, the technician told me that my nine-year old Camry needed major work to the front and back struts, all stabilizer links needed to be replaced and the serpentine drive belt was about to go. The cost: $3,000! I was a bit shocked, so I asked two other mechanics to inspect the car. Diagnosis from both: the repairs were not necessary. The struts weren’t leaking. They described the other work as optional, but not necessary. Clearly the first shop was trying to rip me off.” So... what went wrong?

The struts might not have been leaking but did they control rebound? By not explaining and justifying your recommendations, you leave yourself open to the accusation that the work was optional but not necessary.

Bill McLennan Remington Park Motors Surrey, B.C. It happens often that a customer will bring a vehicle to us to verify what someone else has told them they need – and they’re usually over-quoted. I only quote the customer the parts they need because you never know when the customer will take their vehicle somewhere else, and you end up looking bad.

Fred Ward Ochs Motor Products Melville, Sask.

Were the struts weak? Was this a safety or maintenance issue? Same with the links. The purpose of the sway bar should’ve been explained. And did he hear a rattle or clunk in the car? If the repairs were necessary, the technician needed to explain it in detail and possibly prioritize the repairs.

John Sawatsky MSJ Automotive Services Windsor, Ont. Both sides of this story could be right.

Struts do wear out over time and suspension manufacturers “recommend” replacing them after 80,000 km. The 20 CANADIAN TECHNICIAN

work order should have noted that the struts did not need immediate replacement unless the struts were leaking.

Trevor Gracie Canadian Tire Dieppe, N.B. The real problem here is that the car came in for an oil change and that’s all the client was expecting. This shop never got to the point of building any trust.

Richard Dansereau LAD’s Automotive, Calgary, Alta.

Some shops put a lot of pressure on people to change parts before they break.

Other shops take the tack that it’s not a problem until the strut shaft rots in half!

We tend to tell our customers what work is immediately essential and what to budget for in the next little while.

Ward Zintel Perfection Automotive Saskatoon, Sask.

Communication and explanation is the correction to this one. Someone forgot to educate the customer and show the value in replacing the struts.

Carlo Sabucco Sil’s Auto Diagnostic Centre Mississauga, Ont. This is a tough one. I would suggest more information is required. First, how long has this client been dealing with the original location? Second, what is the level of training and expertise at each of the three shops? Third, what educational material was used in the presentation of the estimate? Finally, was the GRASM method of inspection used (GoodRecommended-Advise-Safety/SevereMaintenance)?

Ivan Brown Integra Tire & Auto Centre Edmonton, Alta.

Two situations can cause such an incident. Either the work was presented as “needed” when in fact it should’ve been merely “suggested” or else the work was indeed necessary but trivialized by another shop. These situations can be Four months ago, I received a flyer in the mail avoided if a shop adheres to the MAP to get a premium oil change, tires checked, all (Motorist Assurance Program) stanfluids topped off, and tires rotated. The price dards of service and takes the time to was $39.95 with a $10 rebate. When the soexplain what is needed and what is called rebate finally arrived, it wasn’t real only recommended. money but a debit card for $10 off my next servBruce W. Cooper ice at the shop! I believe this is a rip-off. I’m on Canadian Automotive & a fixed income and a $10 rebate looked like a Trucking Institute great deal. But I won’t go back to that shop!

Cambridge, Ont.

Here’s another scenario:

MAY 2009

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Old business,

NEW TRICKS The Garage in Vancouver has changed and evolved with the times – and so has its owner.

By Allan Janssen Ronald Tremblay knew he had a problem on his hands.

The owner of The Garage in Vancouver couldn’t figure out why his busy six-bay shop wasn’t making real money. The place was more than just busy. It was downright chaotic sometimes, with seven technicians and two service advisors running around servicing the vehicles of a growing client list.

His accountant told him his overhead was too high. Other shop owners in his Pro Shop management group told him he had too many techs. But he just couldn’t imagine servicing his customers’ vehicles without all seven guys.

“I just couldn’t comprehend this,” he says. “How was I supposed to get the work done without my workers?”

He resisted the idea for months.

Instead, he did everything he could think of that might put a band-aid on the situation. He stayed open later, he installed efficiency systems, he developed new processes, but nothing worked.

Finally, on a Monday morning, he took a radical step. He announced to his staff, that only four techs would be allowed to work on cars that week. The other three would help him clean up the shop.

“I told the service advisors to consider the extra three techs gone. Pretend they’re on holidays. They’re not available for anything. And they couldn’t say no to MAY 2009

Ronald Tremblay stands outside of The Garage in Vancouver, B.C.

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any customers. They had to take everything that came in the door.”

His employees thought he was crazy, but they went along with the experiment.

The results were astounding.

“The week before we’d done $35,000 in sales volume. And that week we did another $35,000 in sales volume, with three fewer techs,” he says. “That was the beginning of me getting it.”

The team got it too. They had learned that the work could be done by four techs.

They figured the axe was going to fall for three of them.

“I did the most graceful thing I could,” says Ronald. “I blamed myself for getting us in this position and I told them I wasn’t going to fire anyone. Three people had to leave, but only when they had found a job they wanted to go to. We even worked on resumes together, and I wrote glowing letters of recommendation. It only took six weeks.”

Since then, his shop has experienced greater productivity and greater profitability. With seven techs they were in line with an unfortunate industry average of 54% productivity. Now they’re in the high 80s, and still climbing.

With fewer guys and more clients, it sounds paradoxical, but Ronald says the key is to slow the shop down.

“Talk to the customer. Educate them on keeping their car longer. Make a plan for them. Follow the manufacturer’s service schedule. Inspect the vehicle every time. Take that extra five minutes to 24 CANADIAN TECHNICIAN

Trevor McMullan is the senior advisor at The Garage.

identify the work that needs to be done.

Book as much work ahead of time as possible. And get systems in place to streamline the process.”

Ronald believes most customers are simply looking for a facility that will eliminate their car-related worries. Start focusing on maintenance, he says, and everyone wins.

The focus on maintenance has changed everything for the 73-year-old establishment.

Ronald’s grandfather, Alfred Joseph Tremblay, opened Canada’s first Chevron station in 1934. Although the shop has relocated twice, and stopped selling gas, the business is still a family business, with the fourth generation of Tremblays now turning wrenches and utilizing the latest diagnostic equipment and online resources.

Ronald is humble about his transformative role in the shop. He describes himself as a “recovering technician,” a parttime operations manager, and full-time owner.

“It’s a job I’m still learning about,” he says. But the truth is he’s learned enough to start helping other shop owners become more profitable and enjoy their businesses. And on top of all that, he takes the time to enjoy hobbies and family life.

“The core of the maintenance model has held us together,” he says, and it has MAY 2009

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OUR GREATEST ASSET Being successful is as much about the people we employ as it is about the products we sell.

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changed almost every facet of the way they do business, particularly tracking the technicians’ work times on individual jobs.

That was critical to charging properly.

The experience at The Garage might be foreign to some, but the success speaks for itself.

“When you recommend the regular maintenance work, you’re no longer responsible if something goes wrong on

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the customer’s vehicle,” Ronald says. “It’s great. But when you’re running on the ‘break-down’ model, you’re hoping that customers say no to maintenance work since you’d have to find a way to fit the work into the shop.”

When he ran a break-down shop, he was only called into action when the car broke down.

“We were seen as heroes, we got stuff

Foreign nameplate parts (FNP)

Graeme Tremblay replaces a timing belt and water pump on a 1993 Suzuki Sidekick. He’s the fourth generation of Tremblays working at the garage.

“I’m proud to be carrying on the family business,” he says.

Look no further…

Yes! We’ve got them.

For more information, contact your Uni-Select Member

26 CANADIAN TECHNICIAN

back on the road,” he says. “And our customers rewarded us by coming back again when their cars were broken again.”

The problem with that model? “If they ever stop breaking down, you’re in trouble,” he says.

Under the maintenance model, he sees his customers more often and under better circumstances.

“The important thing is making sure that customers have the experience they want.” Clearly, that also holds true for the staff. The atmosphere in the shop is light. Techs and service advisors alike are good natured. They truly seem to enjoy their work.

Ronald admits the maintenance model can be difficult to grasp for most break-down shops, but it is the key, he believes, to profitability and sustainability in an industry which has struggled with those things for decades. The best shops he knows are employing it. And the results – for technicians, shop owners, and clients alike – is nothing short of remarkable.

MAY 2009

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HIGH VOLTAGE! GM’s HVS ignition system isn’t as complicated as it may seem.

By Todd Huggard

G

eneral Motors’ HVS (or high-voltage switch) ignition system makes for a noteworthy topic. This system can be found on 4.3-litre, 5.0-litre, 5.7litre and 7.4-litre engines manufactured from 1995 to 2002. These powerplants feature the distinctive flat distributor cap and are usually found on trucks, SUVs and Astro/Safari minivans. They can come across as intimidating, but fear not: they’re actually relatively simple.

Components in the HVS system

The HVS system is fairly straightforward. The system uses a single ignition coil which delivers secondary voltage via a high-tension lead (coil wire) to a distributor cap, rotor, and plug wires. The CKP (crankshaft position sensor) is a magneto resistive sensor mounted in the timing cover that produces a digital square wave signal to the PCM. This is a 3x (three times) signal for each crankshaft revolution on V6 engines and is a 4x signal for each crankshaft revolution on V8 engines (Fig. 1).

The PCM uses this signal for rpm and piston position. The ICM (ignition control module) turns the coil on and off based on the IC (ignition control) signal from the PCM. An important point to note: on these systems the CKP sensor is all the information required for a spark to occur.

The CMP (camshaft position sensor) is 28 CANADIAN TECHNICIAN

Figure 1

housed in the distributor. It’s a Hall Effect sensor that produces a square wave signal to the PCM. It produces a signal once per camshaft revolution (Fig. 2). This signal is used by the PCM to determine the number 1 cylinder for injector sequencing and for misfire detection. As can be determined by the preceding description, the CMP sensor has absolutely nothing to do with controlling the ignition system. The PCM calculates spark advance based on CKP, BARO, ECT, and LOAD among other inputs.

Note that the CKP is triggered off the reluctor wheel on the front of the crankshaft. Therefore, ignition timing is not adjustable. You might ask yourself: if the distributor has a hold-down, this looks like it’s adjustable – so why is it there in the first place? On the V6 engines, the distributor is nonadjustable. It can only be removed and reinstalled by using the special procedure in the service manual. On

Figure 2

the V8s, however, the distributor can be adjusted.

Why the difference – and what exactly would you adjust? Well, let’s examine the relationship between the CKP and the CMP sensors and take a look at what GM calls the “Cam Retard.”

Fig. 3 illustrates a typical V8 CKP to CMP relationship. The capture shows 720 degrees of crankshaft rotation. Also note that 4 CKP pulses are present in-between each CMP high and each CMP low signal.

This relationship is monitored by the PCM and can be read on a scan tool as Cam Retard. The Cam Retard PID is expressed in + or - and represents where the position of the CMP signal occurs in relation to CKP position as viewed by the PCM in camshaft degrees. The PCM is comparing TDC of the CMP signal to TDC of the CKP signal. If the signals get too far out of range it can cause, among other things, a DTC P1345 on older models and a P0016 on models 2002 and up.

In any event, here’s what’s going on: V6 engines fire a cylinder every 120 crankshaft degrees. That equals one cylinder firing every 60 camshaft degrees. The V8s fire a cylinder every 90 crankshaft degrees. That equals one cylinder firing every 45 camshaft degrees. This means there are 60 camshaft degrees between the distributor cap terminals on a V6 and 45 degrees between the terminals on a V8.

If the CMP position is out by much, this will affect the rotor to distributor cap alignment. For example, if the Cam Retard PID is 0 degrees that would mean the distributor rotor tip would align almost perfectly with the terminal on the distributor cap if the PCM were not commanding any spark advance.

But if the PCM were to advance the timing 40 degrees under certain condiMAY 2009

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10 Steps For Checking and Adjusting the Cam Retard

Figure 3

tions, that would mean the timing is now advanced 20 camshaft degrees. The distributor rotor is now pointing further behind the terminal on the cylinder that it is supposed to fire.

However, suppose the Cam Retard is at -10 degrees. With the same amount of ignition timing advance, this would mean the rotor is now further away from the cylinder that it is supposed to fire and is coming closer to the terminal of the previous cylinder in the firing order. This can cause ignition crossfire. The V8s are adjustable for this very reason. Because there’s less distance between the distributor cap terminals on the V8 as opposed to the V6, it becomes critical that Cam Retard is very close to specifications.

Even though the V6 distributor is not adjustable, it’s good practice to check the Cam Retard whenever distributor service has been performed or whenever you encounter drivability problems on these engines. Of course, if it’s way out of acceptable range on a V6, then the only option is to find out what mechanical part is causing it. This can range from a worn distributor and cam gears to a timing chain slop or even a loose CMP reluctor in the distributor. The same goes for the V8.

If it is far out of spec, something’s wrong and you need to check it out.

An out-of-spec Cam Retard can be the cause of misfire from crossfiring either during cruise or deceleration conditions.

I’ve encountered cases of intermittent MAY 2009

Here’s how to check and adjust the Cam Retard PID on V8 engines. On V6 engines, checking the Cam Retard is the same, except that the distributor is not adjustable. (Note: the Cam Retard PID will not update below 1,000 RPM.) 1. Connect a scan tool.

2. Start the engine and allow it to reach operating temperature.

3. Raise the engine speed to 1,000 rpm.

4. Monitor Cam Retard with scan tool.

5. If Cam Retard is within specifications (0+ or -2 degrees), no adjustment is required; if not within specifications, adjustment is required.

6. Loosen the distributor hold-down bolt.

7. To adjust for a negative reading, rotate the distributor counterclockwise.

8. To adjust for a positive reading, rotate the distributor clockwise.

9. After adjustment, turn off the ignition and tighten the distributor hold-down bolt.

10. Start the engine, again raising engine speed to 1,000 rpm and recheck Cam Retard.

Figure 4

rough running with no codes that were out enough to confuse the PCM and cause it to re-synchronize the injectors. An example of one that was significantly out on a V8 is shown in Fig. 4. This one set a DTC. Check the Cam Retard PID on the ones you see coming into your shop. Grab your scope and compare what your scan tool reads and what your scope tells you.

Checking it on vehicles coming into your

shop can also help to warn of possible wear in timing components even if no drivability symptoms are present at the time.

Bottom line: if you’ve been intimidated in the past, I hope this advice has given you enough confidence to tackle HVS problems with renewed vigor. Just remember to take it one step at a time and you’ll have your customer’s car up and running in no time.

CANADIAN TECHNICIAN 29

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2-Channel Scope

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cations. It also features an engine identification section and an abbreviation guide. www.autolite.com

Filter catalog

© 2009 Beck/Arnley Worldparts, Inc.

SPX has introduced a new Automotive 2Channel Scope. The OTC 3840F scope offers a number of beneficial features for service technicians to quickly and efficiently test and measure virtually all of the electrical and electronic components and circuits in a modern vehicle. Features include the 25 Mega-sample per second sample rate and the Glitch Snare.

The 3840F is designed to help increase shop productivity. And the scope comes preloaded with an updated vehicle-specific database containing information for most domestic and import vehicles from 1985 through 2006. The database features vehicle-specific wiring diagrams, test procedures, reference waveforms, operating theory, and troubleshooting tips to help find and quickly fix problems. www.otctools.com

Fram has released its new 2009 Automotive Catalog, with thousands of product numbers for domestic and imported passenger cars and light-duty trucks. Among the offerings are oil

filters, cabin air filters, and automatic transmission filters. The catalog also features motorcycle oil filters, racing filters, high-performance applications, and crate engine applications. There is also an extensive listing of new products. www.fram.com

Application Specific Sourcing

OE Quality & Fit

Window motors and regulators Cardone has introduced a new line of window lift motors and regulators. Features include: fit and function certified through Cardone Select Engineering lab and on-car testing; precise lubrication for smooth and quiet operation; and reinforced composite gears (which are said to resist stripping and last longer.) Cardone covers 90% of domestic and import window motor and regulator parts, including the hard-to-find Ford Crown Victoria Taxi and Police Interceptor and the multi-vehicle GM window motors. www.cardone.com

Wire sets Autolite has released its 2009 Wire Set Master Catalog, a comprehensive listing of its Autolite branded products for passenger cars and light trucks from 1950 to 2008.

There is also a section for heavy trucks and buses, as well as individual wire leads, principal applications, and wire set specifiMAY 2009

Broad Vehicle & Part Coverage

Product Enhancements and Solutions

Superior Customer Service

Parts Made Right.

Life Made Easy.

TM

For nearly 100 years, For years, Beck/Arnley Beck/Arnley has been a leadin leading g specialt specialty y quality, nameplate supplier of premium qu uality, genuine foreign namepl late parts with the look, fit and perform performance mance of original equipment. Beck/Arnley Beck/Arnley offers broad vehicle vehicle and and part coverage, coverage, product enhancements enha ancements and solutions, and superior customer service, making life e easier for professional import technicians. technicians. Because Because of Beck/Arnley’s Beck/Arnley’ n s commitcommitment to ex excellence, cellence, the e Beck/Arnley Beck/Arnley® brand brand is favored favore ed by by import everywhere, technicians ev erywhere e, every every time.

To T o learn more and find a distributor, distributorr, visit www www.beckarnley.com. .beckarn nley.com.

CANADIAN TECHNICIAN 31

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Synthetic hydraulic fluid Beck/Arnley has added CHF 202 to broaden the coverage of its Pentosin fluid line. This new, synthetic oil-based hydraulic fluid is used on many of today’s best-known European vehi-

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cles. Pentosin CHF 202 works very well with the most recent generation of hydraulic systems, including power steering, rear axle steering, hydro pneumatic suspension, stability and traction. It is recommended for Audi and Saab (starting from the 2006 model year) and Volkswagen (starting from the 2002 model year.) The new fluid has a temperature range from -40 to +130 degrees Celsius, which makes it an ideal choice for regions that expe-

The only thing as tough as race day could be your every day

rience extreme temperature fluctuations. www.beckarnley.com

Nitrogen tire-filling system Bosch Wheel Service has introduced a fully automatic NTF Nitrogen Tire Filling System.

The NTF is user-friendly and easy to use, and quickly fills four vehicle tires simultaneously, saving time and improving productivity. For years, aircraft, race cars and over-the-road trucks have used nitrogen in tires because the larger nitrogen molecules do not permeate tire liners as quickly as smaller oxygen molecules. Properly inflated tires not only save fuel, but also increase handling and comfort. Bosch says such tires also run cooler, which will result in longer tire life. The fully automatic Bosch NTF 715 is easy to use – the technician simply hooks the hoses up to the vehicle’s tires, programs the unit, and the machine can quickly deflate and then fill four vehicle tires with nitrogen. And with the optional dually hose, the NTF 715 can fill several tires simultaneously. www.boschdiagnostics.com

Diagnostic oscilloscope

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XLI 3J´GMEP 1SXSV 3MP SJ .MQQMI .SLRWSR \ 2%7'%6Â&#x2039; 7TVMRX 'YT 7IVMIW 'LEQTMSR ERH ,IRHVMGO 1SXSVWTSVXW

Real. durable. oil. Â&#x152; 73497 4VSHYGXW 7SQI QEXIVMEPW Â&#x152; 4IRR^SMP 5YEOIV 7XEXI 'EREHE -RG %PP VMKLXW VIWIVZIH 8LI PMOIRIWW SJ .MQQMI .SLRWSR XLI 0S[IW 'LIZVSPIX GEV ERH SXLIV VIPEXIH XVEHIQEVOW ERH GST]VMKLXW EVI YWIH [MXL XLI TIVQMWWMSR SJ ,IRHVMGO 1SXSVWTSVXW %W QIEWYVIH MR %781 7IUYIRGI -:% XIWX YWMRK 7%) ; IRKMRI SMP

32 CANADIAN TECHNICIAN

Pico Technology says its new PicoScope diagnostic oscilloscope has twice the input voltage range, twice the bandwidth, four times the sampling rate and 64 times the memory of its predecessor. The new PicoScope also features a higher speed that gives the user a clearer display of fast signals like CANbus and FlexRay. The new memory never needs to be adjusted, allowing the technician to concentrate on the job rather than the scope. Used in conjunction with a PicoScope Oscilloscope Diagnostics Kit, the new scope can test just about any electrical component on a vehicle, including airflow, MAF and MAP sensors; lambda and knock sensors; ABS, crank and cam sensors; injectors and fuel pumps; primary and secondary ignition; CAN bus integrity; starting and charging circuits; and glow plugs and timer relays. The software also includes relative compression and battery tests. www.picoauto.com MAY 2009

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CANADIAN

Page 33

OWNER

Buy an annual shop subscription to Canadian Car Owner for only $300.00.

You will receive 250 copies of Canadian Car Owner, four times a year in either French or English. Impress and inform your customers with this professional magazine about preventive maintenance, while increasing profitable maintenance work in your shop. Contact Martyn Johns mjohns@newcom.ca or 416-614-5826 to order your shop subscription.

It’s cheaper to keep an existing customer than to gain a new one.

• We know education is the key to driving the preventive maintenance part of your business.

• Canadian Car Owner has been explaining vehicle maintenance to consumers for four years • Hundreds of shop owners have used Canadian Car Owner as a tool to build loyalty, purchasing hundreds of copies (even thousands!) at a time to send to all of their regular customers.

• We’re ready to go to four times per year in both English and French.

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• We’ll send the magazine directly to your shop...

You decide whether you want to mail them out to your top customers, put them in a display rack for pick up in the reception area of your shop, or hand them out with your invoices right at the front desk.

Contact Martyn Johns mjohns@newcom.ca or 416-614-5826 to order your shop subscription.

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6. ❑ 7. ❑ 8. ❑ 9. ❑ 10. ❑ 11. ❑ 12. ❑

Electrical service - chassis Electrical service - engine Exhaust / muffler / catalytic converter Shock / strut service Steering / suspension service Wheel alignment / wheel service Transmission / transaxle service or overhaul (automatic) 13. ❑ Transmission / transaxle service or overhaul (manual) 14. ❑ AC service 15. ❑ Cooling system / radiator service 16. ❑ Emission control service 17. ❑ Clutch service 18. ❑ Fuel injection service 19. ❑ Diesel engine service 20. ❑ Tire sales / service

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We’re listening. _________________________________________________ _____________________________________________________________ _____________________________________________________________ Please call me, I have a story idea for Canadian Technician.

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MAY 2009

MY JOB TITLE IS (CHECK ONE ONLY): ❑ Shop owner / Shop manager ❑ Administration ❑ Service writer / Service manager ❑ Lead technician / Shop foreman ❑ Technician ❑ Apprentice ❑ Other (specify):_________________ 5. Average number of vehicles serviced at this location per week: _______________________________________________________ 6. Number of service bays at this location: _______________________________________________________ 7. Number of mechanics/technicians employed at this location: _______________________________________________________ 8. Number of apprentice technicians employed at this location: _______________________________________________________

What would you like to see more of in Canadian Technician?

❏ Human interest stories and profiles ❏ Technical articles ❏ Business management articles ❏ New product information ❏ News about supplier companies

May 2009

1. This location is a (check one only): A. ❑ General service and repair shop B. ❑ Specialized service and repair shop C. ❑ Service station with repair facilities D. ❑ Automotive rebuilder E. ❑ New car/truck dealer F. ❑ Body shop with repair facilities G. ❑ Fleet owner with repair facilities H. ❑ Other (specify): ________________________

451 Attwell Drive, Toronto, ON M9W 5C4

CANADIAN TECHNICIAN 35

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WITH OVER 75 YEARS

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Useless anti-car theft device.

Lunchtime.

Highway speed.

Premium vehicle built from 1939-1996; for years, the flagship of Chrysler’s fleet.

23. Relating to a population subgroup.

24. The ‘F’ in LOF.

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Toyota-made compact vehicle axed in 2005.

Type of spiral bevel gear.

Grade.

Exhaustion.

Something you check on a vehicle’s tires.

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7. Illuminating device designed for auto repair shops and other industrial settings.

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11. Dodge sports car.

13. Nissan product also known as the Tiida and Latio in other markets.

14. Ford’s luxury vehicle division purchased by GM in 1909 (abbreviation).

A

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MAY 09

AUTO PUZZLE

1

4/22/09

N

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Congratulations to Grant Cormier of Mighty Auto in Bedford, N.S. for solving our February 2009 puzzle.

Enter for a chance Send your solved puzzle to Canadian Technician.

We’ll draw a winner on August 17, 2009. to win a FRAM Send to 451 Attwell Drive, Toronto, prize pack.

Name:

ON M9W 5C4. Or fax to 416-614-8861.

Workplace: Work address: Phone: email: Question of the Month: What car no longer produced do you miss the most and why?

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1. To enter, print your full name, workplace, work address, telephone number, and e-mail address on the official entry form located on the crossword puzzle page and post it to Canadian Technician magazine, 451 Attwell Drive, Toronto, ON, M9W 5C4 Sponsor. Or fax it to 416 614-8861.

2. Only one entry form per person.

3. Entries must be received no later than 8:00 p.m. EST on the closing date.

Closing dates for 2009: February 2009 FRAM AutoPuzzle – April 17, 2009; March 2009 FRAM AutoPuzzle – May 17, 2009; April 2009 FRAM AutoPuzzle – June 17, 2009; May 2009 FRAM AutoPuzzle – August 17, 2009; June 2009 FRAM AutoPuzzle – September 17, 2009; August 2009 FRAM AutoPuzzle – October 17, 2009; September 2009 FRAM AutoPuzzle – November 17, 2009; October 2009 FRAM AutoPuzzle – January 17, 2010; November 2009 FRAM AutoPuzzle – February 17, 2010; December 2009 FRAM AutoPuzzle – March 17, 2010.

Canadian Technician will not be responsible for late, lost or destroyed entries and, as well, any accident, printing, administrative or other error of any kind in connection with this contest. NO PURCHASE NECESSARY. Void where prohibited.

4. A random draw will be made monthly by Newcom Business Media from all eligible entries received on or before the CONTEST CLOSING DATE. In order to win, the selected entrants must first correctly answer a time limited mathematical skill testing question without assistance or mechanical or electronic aid and will be required to sign a standard declaration and release form confirming compliance with the contest OFFICIAL RULES AND REGULATIONS and acceptance of the prize as awarded. No substitution for, or transfer of the prize, will be allowed except that in the event the stated prizes are unavailable due to reasons beyond the control of Canadian Technician, a prize of equivalent nature and value will be available to be won. The prize (approx. valued at $100) will be delivered only to the confirmed winners within 2-3 weeks after confirmation.

5. The contest is open to all residents of Canada who have reached the age of majority according to the law of the province in which they reside, except, employees of Canadian Technician, and Honeywell International Inc. their affiliated companies, their advertising and promotional agencies and all persons residing in their respective households. If a selected entrant has not reached the age of majority in the province in which he or she resides, the authorization of his or her parent or legal guardian will be required in order to participate in the contest and accept a prize as awarded.

6. The chances of being selected depend upon the total number of entries received.

Canadian Technician reserves the right to cancel or suspend this contest in the event of any accident, printing, administrative or other error of any kind. This contest is subject to all applicable federal, provincial and municipal laws. Only one prize per family, household or address will be awarded.

7. All entries become the property of Canadian Technician, address, and no correspondence will be entered into except with the selected entrants who will be notified by mail or telephone. Entrants, by entering this contest, consent to the use of their name and/or photograph, without compensation, except where prohibited by law, in any future publicity carried out by Canadian Technician.

www.fram.com O FF IC

* Answers may be published in Canadian Technician.

IAL FILTER

A Honeywell Car Care Product © 2009 Honeywell International Inc.

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continued from page 38 nections), I replaced the resistor for Daisy at no charge. It definitely cheered her up.

“Well, thank you, Slim. I didn’t know what to expect. And, as you know, my bank account is a little low right now!”

The weather was overcast a few days later, so I didn’t notice the small dark cloud as it pulled up into my parking lot.

But when the storm broke inside the front office, I knew we’d either have to get serious about fixing Daisy’s recurring problem, or give Quigley fencing lessons so he could defend himself from her umbrella.

Once again Daisy’s Jeep was failing to dispense cool air. In fact, it wasn’t blowing any kind of air at all.

“Is it another resistor?” Beanie asked hopefully. “I hear there’s been a bad run of them…”

“Nice try,” I growled, climbing out from under the dash. “The resistor is fine; the problem this time is there’s no power going through the motor from the fan switch.” I looked at him. “You had this thing all apart – did you happen to notice any other loose connections?”

He looked at his shoes. “Well, there might have been one or two…”

And with that, I sent him back into the dash to recheck and tighten all the wiring connections he could find in the harness; especially anything related to the heating system. It wasn’t long before he sheepishly informed me that he’d found the trouble. The C206 connector, located just behind the glove box on the outside of the HVAC housing was loose, creating a bad connection.

“I remember it being an easy fit when I did the job,” he admitted. “Guess I should have taken a second look at it then.”

Beanie learned his lesson; it’s better to be more thorough the first time around then to have to go back and do it again.

And to drive the lesson home, I made him go out to the front office to explain the problem to Miss Daisy in person.

“Here,” I said, handing him a garbage can lid. “Take this for a shield; she’s small, but she’s armed!”

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. You can reach him at rick.cogbill@shawcable.com.

MAY 2009

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

Auto Value

21

www.autovalue.com

Bars Products

24

www.rislone.ca

3

www.bluestreak.ca

Cardone Industries

27

www.cardone.com

CARQUEST Canada 36 Worcester Road Toronto, ON M9W 1K9

25

www.carquest.ca Contact local rep

Delphi Products

39

www.delphi.com

Honeywell

36

www.fram.com

Honeywell Autolite

30

www.autolite.com

4, 5

www.imperialoil.ca

1-800-567-3776

IrvingOil

22

www.irvingoil.com

1-800-574-LUBE

NAPA

14

Blue Streak-Hygrade

Imperial Oil

NGK Spark Plugs Canada Limited 6 505 Apple Creek Blvd. Unit 1 Markham ON L3R 5R1

www.napaonlinecanada.com 1-866-GET-NAPA www.ngksparkplugs.ca

1-877-2-Sparky

Pennzoil-Quaker State 1101 Blair Road Burlington, ON L7M 1T3

32

www.pennzoil.com

1-800-263-6200

Redline Detection

19

www.redlinedetection.com

877-55-SMOKE

Robert Bosch

10

www.bosch.ca

Snap-on Tools of Canada 2325 Skymark Avenue Mississauga, ON L4W 5A9

2

www.snapon.com

Tenneco Automotive 1 International Drive Monroe, MI 48161

9

www.monroe.com Visit our website

Uni-Select 170 Industriel Boul Boucherville QC, J4B 2X3

26

www.uni-select.com

1-450-641-2440

40

www.worldpac.ca

800 463-8749

w w w. r e d l i n e d e t e c t i o n . c o m

WORLDPAC Worldpac

1-800-734-2676

CANADIAN TECHNICIAN 37

CanTech May-09.qxp:CT Oct 05 cj.qxd

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The Car Side

Page 38

By Rick Cogbill

We only wanted to fix the Jeep’s AC. Instead, we ended up driving Miss Daisy… crazy!

Daisy Middleworth laid her umbrella on the front counter as she scoured through her purse for her chequebook. A small mountain of brushes, hair pins, and romance novels spilled off the counter and onto the floor before she finally found it. With pen in hand she looked up and smiled. “OK, Slim; show me the bad news!”

I swallowed hard and pushed the invoice under her nose. A diminutive woman, the elderly spinster wasn’t much higher than the counter itself. Adjusting her progressive lenses, she squinted at the figures and sucked in her breath.

Thirty seconds ticked by as I waited for her to breathe again. “Uh, Miss Daisy, is everything all right?”

She exhaled noisily and fanned her face with her chequebook. “Well, I can’t say you didn’t warn me that fixing my air conditioning would be expensive. I suppose I was hoping for a miracle, but I guess they’re in short supply when it comes to car repairs.”

Daisy’s 1999 Jeep Cherokee had needed a new evaporator assembly, which involved a fair bit of dash removal. Being a loyal customer, she hadn’t asked for a quote. But it would’ve been easier on her heart if we had communicated a little more along the way.

Daisy waved off my apology and wrote out the cheque. “Not to worry, Slim; if I’d wanted a detailed estimate I could’ve asked for one.” She signed the cheque with a flourish and handed it to me. “I told you to go ahead. All that matters now is that I have nice cold air for the summer season.”

As she drove out of the parking lot, I thought how nice it would be to have more customers like Daisy Middleworth.

“A very understanding lady,” remarked Quigley, stepping out of the broom closet where he’d been hiding.

“I told you she would be.” I stapled the cheque to the invoice and placed the 38 CANADIAN TECHNICIAN

When repairs evaporate

items into the cash drawer. “Now stop being a coward and take over this front counter like I hired you to do.”

“Those large invoices make me nervous,” whined our counterman. “I’ll take care of her next time – I promise.”

It wasn’t long before Quigley had to make good on his word. Daisy was back, and she wasn’t so understanding this time.

“I don’t mind paying for repairs,” she said firmly, waving her umbrella under Quigley’s nose, “but by golly, they’d better last! It’s only been a week and now my air conditioning isn’t working again!”

He came running to find me. “Slim, we got a problem! Daisy’s back and her umbrella’s not happy!”

“Calm down,” I said. “Just bring the Jeep inside and we’ll check it out.” I went looking for Beanie, since we’d let our apprentice do most of the work on Daisy’s evaporator replacement. “Bean, bring

your test light; we’ve got some investigating to do.”

It didn’t take too long to find the problem; the resistor for the fan motor had melted. I sent Beanie off to pick up a new resistor from Herkle’s Auto Parts.

I showed Basil the damaged resistor.

“What do you think burned this out?” I asked. “Too much current draw?”

Basil cleaned his spectacles and took a closer look. “Excessive current draw will certainly create havoc with these resistors,” he agreed. “If I recall correctly, this wouldn’t be the first Chrysler we’ve seen with a heavy-handed blower motor. I believe anything over 10 amps could be considered high. Still…” He pointed to one of the terminals. “See how burned this is? I would say it was caused by a loose connection.”

I agreed and since we’d just had the system apart (including all the wiring concontinued on page 37 MAY 2009

CanTech May-09.qxp:CT Oct 05 cj.qxd

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10:02 AM

Page 39

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CanTech May-09.qxp:CT Oct 05 cj.qxd

4/27/09

10:11 AM

Page 40

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