Canadian Technician November 2009

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Texas Teatime ALSO:

How the oil change has changed

■ Voluntary repair agreement: creampuff or clunker? ■ How to choose a scan tool ■ Brand name auto parts rule www.canadiantechnician.ca

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To learn more about Software Upgrade 9.4, talk to your Snap-on速 representative or visit www.diagnostics.snapon.com

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VOL. 14 NO. 9

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Car Quiz . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

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Columnists The Greenwood Report . . . . . . . . . . . . . . . . . . . . 15 By Bob Greenwood Management S.O.S. . . . . . . . . . . . . . . . . . . . . . . . . 16 By Kelly Bennett

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It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 By guest columnist Art Wilderman The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 By Rick Cogbill

Features How to Choose a Scan Tool . . . . . . . . . . . . . 19 There’s no shortage of aftermarket scan tools on the market. Here’s how to get the most bang for your scan tool buck.

Texas Teatime . . . . . . . . . . . . . . . . . . . . . . . . 22 Motor oils have profoundly evolved over the years. Here’s what you need to know when it comes to the art of the oil change.

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Our new international calling card. by

NOVEMBER 2009

www.bluestreak.ca

CANADIAN TECHNICIAN 3

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Put some NASCAR in your car.

©2009 Exxon Mobil Corporation. Mobil, Mobil 1 and the 1 icon are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee. NASCAR is a registered trademark of National Association for Stock Car Auto Racing, Inc.

63 kilometres of commuting daily. That’s hundreds of kilometres a week, in all kinds of weather and often in stop-and-go traffic. It’s not a NASCAR race, but you still drive your engine hard. That’s why you need Mobil 1 technology. From the road to the racetrack, it’s proven to withstand some of the most extreme conditions. In fact, over half of all NASCAR teams choose Mobil 1 technology. So put some NASCAR in your car. Learn more at mobil1.com.

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Editorial

Was it good for you?

Introducing a New Line of Premium Engine Oils

Years of lobbying has brought forth a voluntary repair agreement. Is it a creampuff… or a clunker? Mobil Super 1000

By David Menzies As you’ve undoubtedly heard by now, in late September, a groundbreaking announcement was made regarding the ongoing “right to repair” issue. Namely, a voluntary agreement was hammered out between the automakers and the National Automotive Trades Association. The deal, known as the Canadian Automotive Service Information Standard (CASIS), allows auto shops to gain access to repair information, tools and training. Representatives from NATA, the automakers, and federal Industry Minister Tony Clement all took part in a celebratory photo-op at Rolland Levesque & Sons garage in Ottawa. Clement said CASIS will lead to more competition and lower costs for motorists. And he noted the voluntary accord eradicates any need for legislation (namely, NDP MP Brian Masse’s private member’s bill, C-273.) NATA’s Dale Finch was also giddy about the agreement. So, after years of clamoring for such a deal, what’s not to love? Alas, far from being hailed as a slamdunk victory for the automotive aftermarket, several auto shop owners and industry associations say this agreement is more of a clunker than a creampuff. Originally, the Automotive Industries Association of Canada was dead-set against the voluntary agreement. One ominous red flag: the agreement seemed to specifically exclude access to engine calibrations. Other concerns: the “opt-out clause” (which allows car companies to withdraw from the deal without suffering any consequences) and the lack of a “dispute resolution mechanism.” However, at press time, the AIA changed its position, announcing it was supporting the deal because an interpretation guideline was issued by the car com-

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panies which clarified their position on aftermarket access to engine calibrations. According to an AIA press release, “That clarification now clearly states that the aftermarket will receive identical flash download information, the same as the OEM authorized dealers.” But others remain unconvinced. Art Wilderman of the Canadian Independent Automotive Association in Calgary is no fan of the voluntary deal (check out his guest column on page 25.) Even if the deal was signed in good faith, Wilderman ponders what will happen if an automaker appoints a new CEO who decides it’s no longer in the company’s best interests to cooperate. For its part, NATA dismisses any criticism of the deal as sour grapes. In fact, the association recently issued a press release outlining the history of the deal entitled, “The Greatest Grassroots Success Story Ever Denied.” My take: I subscribe to the Clara Peller the-proof-is-in-the-pudding philosophy. The late Peller played the little old lady in those iconic Wendy’s TV ads from the ’80s. Peller’s trademark slogan was to jarringly ask, “Where’s the beef?” And make no mistake: there’s a dearth of “beef” when it comes to any sort of voluntary agreement. In truth, I hope my Spidey Sense is wrong and that shops get all the necessary information, training and tools required. However, given this magazine lacks the financial wherewithal to equip its editor with a DeLorean DMC-12 (with the Flux Capacitor option), I’m unable to breach the time/space continuum and take a road trip to the future to see how this deal will play out. Too bad: only time will tell if this voluntary agreement emerges as something to celebrate – or condemn.

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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Stay ahead of your competition with Bosch Diagnostic Tools and Wheel Service Equipment

Bosch offers a full line off advanced diagno diagnostic ti ttools l and d wheel service equipment to help keep your business on the winning track! The reliability and accuracy provided by Bosch gives your shop the power you need to improve performance and proďŹ tability. For more information on the high quality diagnostic tools and wheel service equipment available from Bosch, please visit us on the web at www.boschdiagnostics.com or call 800-618-4729.

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

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Service Notes VOLUME 14

Unknown unknowns Who’s telling you what you don’t know you don’t know? By Allan Janssen An online dictionary I use lists 23 definitions for the word “independent.” Most of them go a long way to explaining why independent shop owners operate the way they do. For example, it says they “resist being influenced or controlled by others.” (Check.) They “do not rely on others for aid or support.” (Check.) They “refuse to be subjected to another’s authority.” (Double check!) Those things fit many of the independent shop owners I know. And while these are generally positive things, there’s a drawback to being so self-sufficient that you won’t look outside your own organization for input. The danger is that you’ll continue doing what you do because no one’s showing you a better way. Former U.S. defense secretary Donald Rumsfeld put it this way in 2002: “There are known knowns. These are things we know that we know. There are known unknowns. That is to say, there are things that we now know we don’t know. But there are also unknown unknowns. These are things we do not know we don’t know.” It seems to me that a lot of shop owners are running their businesses without considering what it is that they don’t know. They like figuring things out for themselves – many of them, after all, are former techs. And that’s a good quality to a point. But intentional isolation from help is self limiting. Deliberately choosing a slow learning curve and ignoring critical lessons can have a devastating impact on a business. It’s a shame, then, that so few independents see the value of joining a management group where the experiences of other shop owners will help guide them. There are plenty of groups out there, offering tremendous value to those who NOVEMBER 2009

get involved. I’ve spoken with people who say their businesses would not exist today without the help of other shop owners. I know some, in fact, who owe not only their livelihood, but their rescued sanity to a management group. The more testimonials I hear, the more I wonder why every shop owner in the country doesn’t sign up! This phenomenon is not unique to the automotive aftermarket, by the way. I know of a group of independent retail shop owners in New Jersey who banded together to fight the intrusion of faceless multinational franchises and franchise chains in the downtown core. Of 36 shop owners invited to the inaugural meeting, only six showed up. Only one in six agreed there was some benefits to working together. My question is why the others stayed home. I suspect the absent shop owners felt either hopeless or suspicious. Either they believed the situation could not be reversed, or they believed that the solution would cost them a lot of time and money. Either way, they weren’t interested. But the automotive repair and service industry is undergoing dramatic change these days. Not only is the economy playing havoc with consumer behavior, but aftermarket suppliers are adapting to a completely new world order. Your business is literally being redefined as we speak. If there was ever a time to band together, it is now, during such a momentous sea change. My online dictionary suggests independents “possess their own internal competencies, making outside assistance unnecessary.” I would say outside assistance could make things a little easier in difficult times.

NUMBER 9

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 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: $42.00 ($40.00 plus $2.00 GST); one-year subscription in U.S.: US$60.00; one-year subscription in all other countries: US$95.00. 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

“Pick Yer Weppin” by Will Enns Phone (250) 404-0411 www.canadiantechnician.ca/covers CANADIAN TECHNICIAN 7

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LETTERS

Used oil: burning it is best Re: “Oil Change” (September 2009). With only two oil re-refineries in Canada, how do you plan to transport oil from all of Canada for refining? RRO (re-refined oil) is not acceptable to the U.S. government in any way as to quality control issues. RRO is dangerous to produce. See Hub Oil Calgary explosion. Transporting used oil long distances will result in environmental challenges we do not want to accept. (See Lake Wabum oil spill.) Give your Safety Kleen-inspired article some common sense. Canada is much more than the 75% of you that live within 100 km of the U.S. border. The Safety Kleen plant in Ontario is the only significant benefactor of this ridiculous accusation you make. The 9,000 to 11,000 properly maintained oil furnaces in car dealers and truck shops in Canada will certainly come down on you hard for this.

The smart use for used oil is to recycle it on site (www.uoma.com). U.S. EPA has recommended this for many years. Arnie from California has a great big problem with too, too many cars in his state. This is not the same problem in the Canada we live in. See http://fossil.energy. gov/epact/used_oil_report.pdf. For all intents and purposes, the used oil industry does not need government intervention and will survive based on best available current technology.

The total market for used oil rerefined in Canada will be only 7 million gallons or so. Compare that with the total used and you will see that the largest dollar value is certainly recycle on site. About 10,000 auto and truck shops benefit greatly from processing self-generated used oil – not just one U.S.A. company. Tony Mulder Prince George, B.C.

RIDES

Reader

Ron Hewitt of Edmonton’s General Body and Equipment Ltd., sends along this picture of his superb 1950 Ford. A labour of love, Hewitt originally acquired the car when it was “just a shell,” he says. Hewitt and his father stripped the Ford down to the frame “before beginning a meticulous build… we lost track of the hours after the second year!” Even so, Hewitt says the car “isn’t quite finished.” Hewitt notes the refurbished Ford runs a fully-balanced 351 Cleveland, C6 auto, and has an 8-inch rear with Auburn 3:50 limited slip. “The body has a few custom touches but basically keeps the stock appearance,” he says. “The side chrome and glass has yet to be installed.” You can see more Reader Rides on our website at www.canadiantechnician.ca. And if you have a photo of a hot or unusual ride, feel free to send it in. We’ll publish it up for all to enjoy!

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Supplier News Sissmore named Delphi VP Malcolm Sissmore has been appointed VP, Sales, North America Independent Aftermarket for Delphi Product and Service Solutions. Sissmore was previously Delphi’s GM, Canadian Aftermarket and Country Manager. He is now responsible for directing independent aftermarket sales efforts in North America.

UView launches Canadian MotorVac program.

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&About

Worldpac Expo no Mickey Mouse event

UView Ultraviolet Systems, Inc., a manufacturer of service tools and products designed for automotive professionals, has launched its Canadian MotorVac Program. MotorVac was acquired earlier this year by UView Ultraviolet Systems. “We have developed a comprehensive program for the Canadian market that will provide our customers with a premium quality product,” says George Inacio, Canadian sales manager for UView. More details are available at the company’s website: www.uview.com.

NGK Canada announces new president Tom Yamaguchi has been appointed president of NGK Spark Plugs Canada Limited. Yamaguchi previously served as VP and is a 14-year veteran of NGK Spark Plugs Co. In his new role, Yamaguchi will oversee all functions for NGK Spark Plugs Canada. He replaces Shinichi Odo who is returning to Japan to assume the position of director, Automotive Division.

Nonnamaker appointed Wells VP William R. (Bill) Nonnamaker has been appointed VP, sales and marketing for Wells Manufacturing, L.P. Nonnamaker is responsible for all sales, marketing and customer support activities for the company. In a related move, Steve Hildebrand will take on the new role of VP, marketing, and will report to Nonnamaker.

Sullivan joins Beck/Arnley as product specialist Robert Sullivan has recently joined Beck/Arnley as a product specialist. Sullivan is responsible for product management efforts including the introduction of new products, determining target pricing, creating new product packaging, researching and developing new product applications and technical literature, and working with data management personnel. Sullivan will also oversee various products, including wheel bearing and hub assemblies, engine and transmission mounts, thermostats, water outlets, fuel pressure regulators, new and remanufactured fuel injectors, and seal kits.

Canadian Tire selects ATE PremiumOne Canadian Tire Corporation has chosen Continental’s ATE PremiumOne line as its exclusive premium brand for disc brake pads and rotors. Canadian Tire now offers the full line of ATE Premium One parts at its retail stores. ATE PremiumOne Disc Brake Rotors and Pads are engineered to OE specifications for quality, fit and performance and are application-matched to meet specific vehicle requirements.

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aiting to board Mickey’s Magical Express (a pimped-up Greyhound bus, actually) for the trip back to the Orlando airport, Kal Abunowara had nothing but rave reviews for the weekend-long Worldpac Suppliers/Training Expo 2009. “These guys [Worldpac] are smart cookies – I wish more suppliers would do this sort of thing,” said Abunowara, owner of Kal Auto in Ile Bizard, Que. “It [the event] was insane. I learned so much.” Abunowara and an additional 539 technicians and shop owners attended the weekend-long event held at Disney’s Coronado Springs Resort & Convention Center in late October. They were treated to numerous management and technical seminars and were able to meet representatives from auto parts manufacturers. Abunowara noted that one seminar alone – on scope diagnostics – was worth the excursion to Florida. The course featured an instructor who was “like a friggin’ textbook,” said Abunowara. “He taught us so many tricks in one hour that took him 35 years to learn. We went way over time in that class, but nobody left the room.” Indeed, while the Worldpac Expo took place on Disney property, it was certainly no Mickey Mouse event. According to Jim Phillips, Worldpac’s VP of Marketing, the rationale for the Orlando event was based on a two-pronged strategy. “First, we needed to come up with something to help our customers get through a rough economy, and automotive repair shop technicians always need to

get re-educated when it comes to latemodel cars,” said Phillips. As well, the event was tied in with more than 50 Worldpac suppliers who displayed their products at the conference centre. “A lot of the suppliers are struggling on the OEM side,” noted Phillips. “We’re trying to help our suppliers increase their marketshare in the automotive aftermarket.” Worldpac conducted 52 classes over the weekend. While the cost of the conference was US$1,595, many customers attended at a deep discount or even free, thanks to earning Wolrdpac reward points based on auto part purchases. The most well-attended event was the management session, “Building a Strong Team” conducted by Canadian Technician columnist Kelly Bennett, who fortunately survived an encounter with a bus at the Orlando airport. The bus driver put his vehicle in reverse, not realizing Bennett was behind it. The Calgary-based certified management trainer snuck out of the hospital to deliver a vibrant four-hour presentation. (He even had the foresight to bring along a backup laptop as his other laptop had been crushed by the bus.) As for Abunowara of Kal Auto, he said he hopes Worldpac takes its Orlando show on the road. “We’re hungry for this type of information,” he said. “If they brought this to Quebec, I’d be there in a heartbeat – and so would a hundred other guys.” NOVEMBER 2009

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A fine humour book for a tech Canadian Technician’s humour columnist has penned his first book, A Fine Day for a Drive. Car Side fans rejoice: Rick Cogbill, the wondrous wordsmith responsible for Canadian Technician’s extremely popular back page humour column, has just penned his first fulllength book, A Fine Day for a Drive. Although Cogbill – a freelance writer based in Summerland, B.C. – specializes in fiction, he previously spent more than two decades in the automotive repair industry as a licensed technician and shop owner. Indeed, early in his career, Cogbill spent two years fixing Land Rovers and other vehicles in the remote northern frontier district of Kenya, East Africa. Drawing from his experience in the field, many of Cogbill’s witty tales are based on reallife incidents. In 2000, Cogbill sold his shop in order to pursue writing on a full-time basis. In addition to being published in several local newspapers and magazines, Cogbill has chronicled the adventures of Slim Shambles, Tooner, Beanie, and the rest in Canadian Technician since 1998. The beauty of Cogbill’s columns is that in addition to being entertaining, they also contain real-life instructions on how to solve difficult or tricky repair problems. The Car Side is now in its twelfth year. As for Rick’s first book A Fine Day for a Drive ($14.95), the tome provides the long-awaited humorous account of how Slim Shambles Auto Repair came into existence and why he puts up with customers like Buck Pincher. There are hilarious stories to be found about Slim’s family and his hometown of Slumberland, as well as such characters as Mayor Dewgood, Baldy the Barber and Hooch Rambler. More information regarding A Fine Day for a Drive – as well as sample chapters – can be found online at www.thecarside.com. As always, Cogbill welcomes interesting repair stories from his fellow techs so that he can use these anecdotes as the basis for his monthly column. Feel free to send along your interesting repair fix stories to Cogbill directly at rick.cogbill@shawcable.com. NOVEMBER 2009

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The Car Side Presents…

“A Fine Day for a Drive” BOOK ONE

in the series about Slim Shambles Auto Repair …the early years!

■ Discover how Slim first got into business… ■ Learn how he hired Tooner, Basil, & Beanie… ■ Find out why he puts up with customers like Buck Pincher… ■ Ride along on Slim’s first date with Cookie McDream, who later became his wife… ■ Read about the town of Slumberland, with characters like Mayor Dewgood, Baldy the Barber, Hooch Rambler, and more…

Available this fall! Visit

www.thecarside.com for more details on how you can order your copy!

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OUT & ABOUT

Survey says: most consumers prefer brand name auto parts

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onsumers may be used to buying generics and store brands at the supermarket. But when it comes to automotive aftermarket products, recent research by the NPD Group has determined that most people still think name brand names are better. In other consumer goods categories, most consumers perceive the quality of private label brands as being equal to name brands, NPD noted. But research reveals this isn’t always the case with those purchasing automotive aftermarket products. According to NPD auto aftermarket research, even though sales of private label or store brand auto products have grown, consumers of automotive aftermarket products still perceive a quality difference between private label and name brands. NPD’s Automotive Aftermarket Industry Monitor (AAIM), which tracks retail and commercial sales at the pointof-sale for more than 18,000 auto parts stores in the U.S., reports that for the year ending April 2009, private label (store brands) dollar volume increased by 8.8% from a year ago. “The recession has clearly focused consumers on value. The lower prices often offered by private label brands are a compelling offer for consumers looking

for ways to cut back,” says David Portalatin, industry analyst for NPD’s auto unit. Yet, value aside, most consumers of automotive products still perceive a quality difference between private label (store brands) and name brands. According to a recently released NPD report entitled, “Selling Automotive Products in Tough Economic Times,” 56% of consumers believe that motor oil name brands are of better quality than store brands, while only 38% see no real difference. Only 6% of consumers believe private label oil is better. “Many consumers who are passionate about keeping their car in top condition are opting for premium brands and premium formulations of motor oil – even in the current economic environment,” notes Portalatin. “For consumers of this mindset, perceived quality is an important issue.” The report’s findings also indicate that consumers define value differently and don’t always equate value with quality. When asked to evaluate store brands and name brands, automotive consumers are more evenly divided. For most products, about one-third of consumers say name brands are the best value, while a similar percentage claim store brands deliver the best value. Them’s the brakes... well, not really Chris Michaud, who works at the World Cars Complex in Sault Ste. Marie, Ont. passed along this egregious example of brakes gone bad. “I drove this Ford Sport Trac in the shop after putting air in the left rear tire out in the parking lot. When I got the tire off the vehicle, I noticed that not only was the rotor less than 5mm, but the flex hose was sealed off with a bolt and nut and the caliper was missing.” Michaud notes the owner of the SUV was a woman with three young children. “And yes, she told us that she knew about the brakes,” notes Michaud.“By the way, the flex hose was rubbing on the rim and wore a hole through the aluminum.” Have an interesting picture to share? Please send it along to EyeSpy, c/o Canadian Technician, 451 Attwell Drive, Toronto, Ont. M9W 5C4. Or email your high-resolution image to the editor: david@canadiantechnician.ca NOVEMBER 2009

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By Bob Greenwood

The service advisor:

OVERLOOKED and UNDERRATED

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ll shops must pay attention to the technical skill level within the bays. And the competency of the individuals working in those bays can never be compromised. However, there’s one area of the shop that seems to be consistently overlooked – yet, the importance of this area can never be taken for granted. I speak of the service advisor. Indeed, the service advisor is a crucial cog in any operation. The front counter person today has one of the biggest responsibilities within the shop. Make no mistake: such a position is more involved than the person simply being an ordertaker or salesman. People who still hold onto that mindset don’t understand today’s realities because the service advisor must embrace a varied and demanding skill-set. Consider the following points: ■ The service advisor is the physical embodiment of the culture of the shop and is responsible for the customer’s initial perception of the shop. ■ Conversely, the service advisor must be able to evaluate the type of customer he’s dealing with. ■ The service advisor must fully educate the customer on the complexity of the vehicle and explain how the vehicle needs to be professionally maintained to ensure safety and reliability. ■ The service advisor is responsible for scheduling work into the bays and ensuring the workflow through the bays meets the timelines for completion. ■ The service advisor must order the right parts and keep tabs on the delivery process. He must ensuring there is no downtime in which the technicians are kept waiting.

NOVEMBER 2009

■ The service advisor is responsible for creating a properly documented invoice and ensuring the right level and number of billed hours is captured from the technician. ■ The service advisor monitors gross profit structure on all commodities sold. ■ The service advisor must review the invoice with the customer, ensuring the person fully understands the value delivered for the money spent. ■ Finally, today’s service advisor must be extremely computer and Internet savvy. Knowledge of several internal software programs is also a must. In order to carry out these responsibilities professionally, the front counter and shop owner must work very closely together. In many cases, the shop owner is also working the front counter. This makes for an excellent opportunity to fully communicate on strategies and discuss solutions regarding any issues that may arise. I’ve had the privilege of meeting many competent independent shop advisors across Canada. These people are skilled in communicating, they carry themselves very professionally, they have a large depth of knowledge on a wide variety of topics, and they usually have a terrific sense of humour. As well, they know how to make their computers “sing” and they love to interact with people of all “makes and models.” Negativity in our industry occurs when management and/or technical staff don’t understand all the parameters this position entails. One phone call by a customer or one part ordered that doesn’t materialize can throw the entire day out of sync. Service advisors must have the knowl-

edge required to make things right – fast. And everyone throughout the shop must acknowledge the skill and responsibility this position entails. On the flipside, a service advisor mustn’t become arrogant due to the importance of his position. A wining business model is one that embodies a team culture in which the consumer is served in the best professional manner. The automotive service world has changed dramatically thanks to everevolving vehicle technology. But it has also changed due to a more educated consumer who is searching for trust, value and quality before parting with his hardearned cash. The independent sector can step up to the plate to meet these challenges… but we must acknowledge it will always start with the front counter person. He or she is the first individual to answer the telephone or greet the individual walking into the shop. And as such, the service advisor is vitally important when it comes to the shop’s wellbeing. Bob Greenwood AAM is founder and president of Automotive Aftermarket E-Learning Centre (www.aaec.ca). You can reach him by phone at (800) 2675497; by fax at (905) 331-6180; or by email at greenwood@aaec.ca. Bob Greenwood (AAM) is founder and president of Automotive Aftermarket E-Learning Centre (www.aaec.ca). You can reach him by phone at (800) 267-5497; by fax at (905) 331-6180; or by email at

greenwood@aaec.ca. CANADIAN TECHNICIAN 15

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MANAGEMENT

S.O.S. OVERLOADED

and overwhelmed

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.

Sometimes, it seems as though there’s never enough hours in a day to get things done. But there are some tricks when it comes to the art of time management…

cked ng is ti nd nothi a t s i l and he shop my To Do around t ok over o k l o o I l , I y done. ery da ll that nd of ev I have a ing gets ly: , at the e xample, but noth e s , Dear Kel m r g e o n e F o s l ars. Yet . t e e y I get don of for y y all da helmed! r s w d e u r i v b e r e v n e o t b e I y m o I’ but the ing to g system. I seem t care of een itch agement ept me. pes; shop man t I’ve b be taken a off. Exc h w o t e t n p d o a lot stri e h e parking rchasing of the s s that n u e g p k h n c t i n a h o b t t n n e i e h se decisio or next ls; repa age at t geting f o make a appraisa in the c o my bud ormance l have t d f l “stuff” r i ; e t k p s r o o I w d . of paper ons and ll there hanmy desk escripti it’s sti sier to ; clear te job d a i e r r w a o r t on… e e was ea m t r o o n u t s a s s w u d t c n o I r a a s o e l a website et done? ng you f er in th eds to g out aski of clutt create a e b n a d ; i m t t r o In a h o h g r t t . u e g our back f stuff usly tho he parts ve serio ano on y s list o ganize t ’ i s r I p e o l d . d ; n u n r e o a a y r e y with the with a g king for ou deal cian wor g around How do y a techni e walkin k s i a l w s . I i rwhelmed usiness gs when Erol Ove dle thin ning a b w o o t s e e m m a i n n. Somet ange my job agai ve to ch I may ha k n i h t fact, I –Erol

Dear Erol: I totally understand. Remember what we learned from George Lucas: if a movie is never finished, it is abandoned – and so too is our day. I learned some great things to sort out all of the tasks that you are talking about. I think it starts by taking inventory of what’s not being done and then sorting those duties into categories and figuring out what’s preventing you from completing your tasks. When it comes to that first category not being done, is that a task or a project? There’s a huge difference. This email response to your email is a task. I sit 16 CANADIAN TECHNICIAN

down, read your email and respond. Once I press the Send button, the task has been completed. Projects, on the other hand, aren’t things you put on the priority list as “things that must be done today.” A project isn’t going to unfold like a task would. It requires starting it, stopping it and moving onto other things. Like cleaning out that cage of stuff (mostly junk, I presume.) That’s a big project. And if that’s all you did for two days, that’s all you would get done. I think most of us hate tackling projects. We have to stop them before they are done, which leave us overwhelmed.

Here’s what I did when I had a pretty large project which involved getting rid of old equipment, computer monitors, old parts (that I knew I’d have a need for one day, naturally.) I took a picture and stared at it. I’m not sure why, but things always seem to be that much worse when depicted in a photograph. I also took pictures of the clutter in my parts room, waiting room, break room, and my parking lot. I put them on a corkboard on the back of my office door. Essentially it was a visual “to do” list, and it made it easy to see what needed to be done and how urgently. I would then spend up to two hours a day working on just one project. I would NOVEMBER 2009

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Larry Dickison

#3 Procrastination/ Undesirable Stuff

take a picture of what was left and placed it on top of the first picture. This gave me a feeling of satisfaction as it felt as though my time wasn’t being wasted. I had indeed accomplished something, even though it had not been finished to completion. Eventually, the project would be completed and I’d have the before and after pictures side-by-side. It felt great! Eventually all the projects were completed. And the photographic evidence also motivates me to not let those specific areas get out of hand. The second thing I had to figure out was the reason why things weren’t getting done. Sometimes, the delays were valid due to circumstances beyond my control. But other times, I was just looking for excuses to avoid work. I made a list of what wasn’t done, both tasks and projects, and listed them under categories of why they weren’t being done. The categories were (and still are):1. Need Money; 2. Need Time; 3. Procrastination due to undesirable tasks; 4. Low Priority.

#1. Need money Some things don’t get done because money is required to complete the task at hand, yet there’s no cash to spare. Or we aren’t sure we can justify the investment. What I did here was write a wish list of things I wanted to spend money on. I had a meeting with an entire team and had us all create a wish list together. The list included equipment we wanted to buy, putting in air conditioning, automatic NOVEMBER 2009

doors, new signage. We put a price tag beside each one, then prioritized the list. We decided to put aside 5% of our daily sales into a wish list savings account. When there was enough money in the account to buy the first thing on the list, we bought it. We still have things on the list and still put aside 5% everyday. One year, the money was used for a family day weekend for the entire staff at an amusement park. It proved to be a great team-building exercise.

#2 Need time. There are some projects that just need time and not money. These just get overlooked as there are so many other things to do. We decided we needed to set aside time to get these things done. In our meetings, when we talked about the time factor, we came to the conclusion that “many hands make light work.” It was decided each of us would set aside 2.25% of our time in order to get things done. In a 40hour work week, that worked out to almost one hour per person. With all seven of us sacrificing almost an hour each, that gave us seven man hours per week. With that time budgeted into our work week, we took one hour, every Wednesday morning ,just before lunch and did the first thing on the list under the Needs Time Heading. We stopped at noon, ate lunch as a team, and then went back to our “real” work. We still do that until this day. We get stuff done, work as a team, and have some fun too.

This is stuff we just put off because we just don’t want to do it. These jobs aren’t fun, be it sprucing up the lunch room, taking inventory, etc. We had a meeting about this and I started it with the Eat That Frog video on the www.simpletruths.com website. We also bought the book Eat That Frog by Brain Tracey, which we all read. It proved very helpful for our shop in terms of getting things done as we all decided to “eat the frog” first. And after we eat the frog, this gives us energy to do more. I now do this with my protein bars. Each box has four different flavours. I have always eaten my favourite bar first, second favourite bar second, and so on. I hated when the best were gone and the least favourite one was the only bar remaining. However, I now eat the least favourite bar first – a complete reversal. I look forward to the bars getting better, not worse. This strategy really works wonders.

#4 Low Priority There are things that we want to do that have been lurking in the back of our minds. At our weekly meetings, we talk about which of those might be a higher priority to someone on the team. We make a list of two or three and those get done on the last Wednesday before lunch. This worked so well, we started the same process at home. Same things apply, some need money, some need time. The next thing on the list at home that needs time is putting away all of the summer equipment and taking out the winter stuff. That’s getting done this weekend. We do it as a family and it’s a great home front team-building exercise. We then celebrate by doing something as a family – this weekend, it will be building a fire outside and making smores. As always Erol, I am only an email (task!) 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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K O LO

Page 18

Take it to the

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Doggett Enterprises Inc. Thunder Bay, Ontario (807) 344-0222

MacEwen Petroleum Inc. Eastern, Ontario (800) 267-7175

Cormack Lubricants Inc. Western Toronto (905) 304-0404 or (866) 762-5309 (toll free)

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How to choose a SCAN TOOL There’s no shortage of aftermarket scan tools on the market. Here’s how to get the most bang for your scan tool buck By Todd Huggard

I

n years past, most shops usually had one aftermarket scan tool in their diagnostic arsenal to aid in repairing their customers’ vehicles. This arrangement worked well for the most part, allowing the technician to access most of the important systems on the car. But as vehicle technology progressed and foreign manufacturers made further inroads into the Canadian market, the “one tool does it all” approach quickly began to fall by the wayside. The subsequent flood of technological advancements – accompanied by more makes and models of vehicles to service – has created a dilemma for shops trying to get the most bang for their scan tool buck. Multiple makes, more modules, and various manufacturer protocols have left many shop owners and technicians frustrated as they scramble to stay up-to-date and relevant. So, how exactly should one go about choosing a scan tool? I’ll begin by breaking this down into two categories: aftermarket and OEM (or factory) scan tools. NOVEMBER 2009

have to do your homework. In no particular order, here are some of the factors to bear in mind when shopping for a scan tool:

What do I have now?

Aftermarket tools I want to state right off the bat that most shops that perform a lot of diagnostics will not find adequate coverage with just one tool. Some offerings are stronger in one make of vehicle than others. On the other hand, a shop that doesn’t delve heavily into diagnostics can probably get by with a good all-around tool. There are plenty of offerings out there to choose from, but how do you decide which tool is right for you? If you believe the hype emanating form some manufacturers, then you don’t need to read any further. But if you want to make a reasonably well-informed decision, then you

Take a hard look at what you have currently and compile a list of that tool’s pros and cons. This can go a long way in preventing you from making a purchase that will only duplicate what you already own.

What vehicle makes does my shop work on? This is an important consideration when planning a purchase. Take a look at your service invoice records and compile a list of the vehicles you service the most. For example, if 75% of your shop’s work is on Ford vehicles, then you’d want to look for a tool that would give you the best Ford coverage possible. Likewise, if your shop sees a fairly even split between makes, you should consider a tool that has good all-around coverage. Also, make a list of the vehicles that you had to turn away because of shortCANADIAN TECHNICIAN 19

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Aftermarket Scan Tool Manufacturers and Suppliers www.autoenginuity.com pc based scan tool www.aeswave.com supplier of all things diagnostic www.boschdiagnostics.com pc based and hand held diagnostics www.bsecorp.com Blue Streak Electronics www.obd2.com pc based scan tool www.otctools.com OTC tools, scan tools and more www.snapon.com Snap on tools, scan tools and more comings in your current scan tool.

User Friendliness Another factor to bear in mind is ease of use. Are the techs in your shop going to use this thing? Is there any training for the tool available? What level of support is offered by the manufacturer? These are all valuable questions to consider when contemplating a scan tool purchase. All tools have a learning curve – and some are steeper than others. Sticking with a manufacturer that will help you overcome any stumbling blocks will ensure that your shiny new scan tool will help you fix cars rather than gathering dust on the shelf.

How much? You must spend money to make money, as the old saying goes, but how much is too much? What is the initial cost? Will this tool provide a real return on investment? How much is the cost of future updates for the tool? These factors must be weighed carefully before committing to that considerable investment.

Test-drive it! After you’ve done all of the above and you have shortlisted a few tools that you feel might meet your needs, it’s time to have some fun. Most vendors will allow you a demo tool to try out. Connect to as many vehicles as you can and put the tool through its paces. Using the tool on various vehicles in enhanced mode and the generic OBD2 mode will usually provide you with a pretty good indication of the tool’s capabilities. If you encounter communication problems with certain cars or if some modules or bidirectional controls are unavailable to you, keep a record of your experiences. 20 CANADIAN TECHNICIAN

Oe Scan Tool Vendors www.ae-diagnosticsolutions.com AE tools and computers www.oemtools.com OEM tools

Other Sites of Interest www.canadiantechnician.com A good place to ask questions. www.iatn.net Another good place to ask questions. http://nastf.org/i4a/pages/index.cfm?pageid=1 The site to find info on every vehicle manufacturer.

Such a record will prove invaluable when you demo a different scan tool.

OE tools Factory scan tools like the General Motors Tech 2, Chrysler’s DRBiii and StarMobile, and Ford’s IDS are for shops that are serious about diagnostics. For some diagnostic tasks, these tools are, in fact, absolutely necessary. They are capable of accessing every available module on the vehicles they were designed for, performing loads of bidirectional tests, and are just the ticket when diagnosing communication faults, among other things. While all this sounds terrific, hold on. Even when you consider what these powerhouses can do, there are some drawbacks that must be addressed.

Accessibility While the OE tools are great, some are, simply put, unavailable to us in Canada. This is a story for another day. However, the lack of availability is important to point out when someone is considering a scan tool purchase.

One trick pony Factory tools are excellent for the vehicles they were designed for but have limited or no coverage beyond their specific manufacturer. For example, a DRBiii works on all Chrysler, Dodge and Jeep vehicles from a certain model year up to a certain model year but has limitations on any other makes. It does have a generic scan tool function but that’s it. Same thing goes for all the others (for the most part.) Simply put, multiple scan tools are not an option for some shops, so my previous advice pertaining to the types of vehicles your shop works on the most

doesn’t really apply.

No free rides In the world of the factory scanner, the opportunity to demo one is rare to nonexistent. You may be able to arrange to test-drive one from a friendly shop near you that owns the one you’ve been eyeing. But it wouldn’t make a whole lot of difference. If you don’t like the tool or find the learning curve is too steep, too bad. In the words of a friend of mine, “It is what it is.” If you feel that you require factory level coverage on a certain make, there are no options – although some aftermarket tools do come close. This is a relatively minor concern; however, as most who are willing to buck up for factory stuff will conquer the curve regardless. Another thing to note is there isn’t a great deal of training available from the manufacturer for these tools, although you can find lots of good stuff in the aftermarket.

Not cheap Finally, factory tools are expensive – especially when you consider the fact that you must buy one for every make you intend to service. If you desire full coverage on more than a few manufacturers, expect to pay for that privilege.

Final thoughts Regardless of how you choose to proceed, it’s imperative that you do your homework when it comes to selecting a scan tool. Rounding out your diagnostic arsenal is expensive. Remember to charge appropriately when it comes to diagnostics. Please refer to the accompanying chart and some important websites that will aid you in your quest. And, as always, happy scanning . NOVEMBER 2009

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Texas

Teatime

Motor oils have profoundly evolved over the years. Here’s what you need to know when it comes to the art of the oil change. By Jeff Taylor

When I first started in this trade – some time back in the late Cretaceous Era, I believe – there were precisely two types of oil poured into an engine when it was time for an oil change: 1. Thick; 2. Really thick. Alas, the good ol’ “L-O-F” (lube, oil, filter) service has evolved into a very complex process that involves great care and due diligence on the behalf of the technician. But as the technology of the automotive industry continues to rapidly evolve, so too has the science inherent to keeping the modern engine lubricated and running like the proverbial well-oiled machine. The demands that are put on the lubrication system of the modern engine are extreme, and the use of the proper lubricant (oil) has never been so important. Today’s internal combustion engine has components that now depend on the oiling system to provide clean oil to activate emission controls (variable cam shafts acting as an EGR), fuel injection (either high pressure fuel pumps or common rail diesel injection), and cooling moving parts far beyond what either Daimler or Benz imagined when they invented their little gizmo that would go on to change the world. Oil has evolved. In fact, enormous changes have occurred – and more changes are yet to come. There’s no such thing as a simple L-OF anymore. The technician now has to understand what oil is needed in the vehicle – and I don’t just mean the viscosity. We need to know the oil that we are installing is the oil the engine manufacturer wants in that particular powrplant. “OEMs want fuel economy first and foremost, plus emissions system protection, oil robustness, turbo coking protection, cam phaser protection and general engine protection,” notes Robert Stockwell of ConocoPhillips. Thus, technicians require a very up-to-date information system or we must scrutinize the owner’s manual before draining oil from a vehicle. Without the proper information, one can quickly void a warranty or even cause catastrophic engine damage – just by pouring in the wrong cup of Texas Tea. A technician today has to be more diligent than ever. Just because a con-

22 CANADIAN TECHNICIAN

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tainer states 5W-30 does that mean the liquid inside meets VW502 00 specs? Make no mistake: if you had to work on a 2007 Volkswagen Beetle 2.5 BPS engine, you better make sure those specs are met. Another example is the 2009 6.6 GMC diesel pickup. Is 10W-40, the correct grade for this vehicle? The answer is an emphatic NO! Rather, you need to install SAE 15W-40 that meets spec API CJ-4 or API CJ-4/SL. (When it’s below 0°F [-18°C], you could use SAE 5W-40 to improve cold starting). These examples highlight the need for accurate, up-to-date information So, if you really haven’t given oil much thought lately, perhaps it would be prudent to take part in a quick refresher course.

Viscosity This is a fluid’s resistance to flow. It is rated at 0 F° for the number that is before the W (winter) and 212° F for the second number. Oil thins as it’s heated. And when treated with the correct additives that prevents excessive thinning-out, we’re able to create oil with a viscosity when cold (10) and one when it is warmed up (30). This is known as “multi viscosity”. The more oil resists thinning the higher the second number (thus, 10W-40 is thicker when hot than 10W30). The trick to oil is that it must remain thin enough to allow easy starting yet thick enough to ensure engine protection. “A shift to lower viscosity grades will be driven by fuel economy,” says Mayur Shah of Lubrizol. Therefore, the trend is toward 5W-20 or 0W-20.With current technology, we’re now able to get 0W-20 without the use of polyalphaolefins (POAs).

Viscosity Index This is the oil’s resistance to thinning as it heats up. It’s going to get thinner as it warms, but the oil still has to be able to withstand the forces the engine puts on it. A hydrodynamic wedging affect can literally tear the oil molecules to pieces. This shearing effect causes viscosity loss, and is addressed in the oil’s formula of blended base stock oils (usually about five different base stocks) and additive packages. This is an area where synthetic oils really shine.

Conventional Oil These are the minimum standards non-synthetic oils that most new cars require. They have to meet the service level of SM and are not usually intended for extended service intervals.

Synthetic Blends/Semi Synthetic This is a mix or combination of conventional and synthetic oil. This aids in extended service intervals and will increase fuel economy. They are less volatile, thanks to less evaporation and less oil loss.

Synthetic This is the full blown “white coat created” oil that is very specific and very high tech. They are still created from a base stock of distilled oil from the ground but can include vegetable and animal oils, as well as a very complicated additive package in their recipe. These oils are the best at deposit protection, low temperature flow, and high heat tolerance all while delivering the best lubrication. When the base

NOVEMBER 2009

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Canadian Car Owner can help increase your profits… …and build customer loyalty For just 30¢ a copy you can give Canadian Car Owner to each one of your customers. ■ Canadian Car Owner will educate your customers about the importance of regularly scheduled vehicle maintenance because every issue of Canadian Car Owner will stress the value of preventive maintenance. ■ Your customers will learn that bringing their car back to your shop before something goes wrong will result in a smoother running, longer lasting vehicle that will have fewer unwanted and inconvenient repairs, and be worth more when it comes time to trade it in. ■ Hand out or attach a copy of Canadian Car Owner to all your invoices. Your customers will thank you for it and they’ll be more receptive when you call to schedule their next appointment. ■ Canadian Car Owner will be mailed directly to your shop at no additional cost to you. TO ORDER YOUR COPIES OF CANADIAN CAR OWNER FOR 2010 complete the order form. MINIMUM ORDER IS 1,000 copies (250 per quarter).

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oil stock is highly processed, it can become a product so altered that it’s not considered to be natural oil any more, thus synthetic oil. Many full synthetic oils contain a large percentage of POAs and this is what makes synthetic oils so good. Basically this is oil designed for the job that hasn’t been randomly created by nature.

Additives This is a large group of “stuff “that is added to the mix when the oil is created. Remember for every 380 litres of gasoline we burn we make about 380 litres of water; 0.2 to 0.5 kg of varnish; 0.2 to1.4 kg of soot/carbon; 0.5 to 2 kg of sulfuric/nitric acid; and about 11 to 37 litres of unburned gasoline. A certain percentage of these byproducts end up in the motor oil – and these byproducts must be dealt with. The additive package will contain detergents that remove deposits and rust inhibitors preventing rust and corrosion. There are also viscosity improvers that stop thinning. As well, there are dispersants that keep the sludge-causing stuff (i.e., soot, acids, moisture) from joining together and making a mess by keeping them in suspension. Anti-wear agents are included to protect the metal in case the oil film does break down (the most common agents being zinc, sulfur and or phosphorus.) Zinc diakyl dithiophosphate (ZDDP) is a compound that works great but it has a downside: phosphorus can kill a catalytic convertor, so the amount that is added is closely controlled and the levels will fall in the future. So-called “friction modifiers” are added, such as graphite, molybdenum and other compounds. GM’s new global fill oil, Dexos (a full synthetic) will hit the market next year and it is said to contain lots of moly and tons of POAs (for

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extended service). There are also pourpoint depressants and antioxidants and foam inhibitors involved in the recipe.

API Starburst and API Donut It is important to make sure that these symbols are on the oil container as most manufacturers specify that the oil must meet certain specs (for example, GM6094M, MS-6395, WSS-M2C930-A) and that the oil meets or exceeds the American Petroleum Institute’s requirements. GM notes: “Use only engine oil

identified as meeting GM Standard GM6094M and showing the American Petroleum Institute Certified for Gasoline Engines starburst symbol. Failure to use the recommended oil can result in engine damage not covered by your warranty.” Other manufactures make similar claims, although there are exceptions: European manufacturers have a different standard, ACEA (a difference with the ACEA standard pertains to lower sulfated ash, phosphorus and sulfur.) Unlike the API rating system, ACEA uses a performance system. Technicians also need to watch for manufacture-specific oil as well (VW 501.01 to VW 507.00, MB 229.5 or

To quickly gauge just how important the oil in the engine has become, more information is available at these websites: http://www.api.org/aboutoilgas/motoroil/index.cfm http://www.gf-5.com http://www.acea.be/index.php/news/news_detail/acea_european_ oil_sequences_2008

NOVEMBER 2009

MB229.51).There’s also the ILSAC rating system which is internationally recognized. This system currently uses the GL4 label. However, GL5 is on the way, and this next-generation product is expected to deliver a 0.5% increase in fuel economy. Don’t be surprised if during a warranty claim the manufacture wants to run tests on the oil in the engine. Testing can be done quickly to verify if the correct oil was installed, and what caused the failure. These are very routine tests that have been performed on HD equipment and stationary motors for some time. For more info go to http://www.wearcheck .com. Thanks to the advent of extended or super-extended service intervals (Volkswagen is pushing 30,000 km) as well as the use of oil life monitors, oil service intervals are farther apart – some are even yearly now. This puts tremendous demands on the oil and its additive package. There are far more engine parts that can now fail due to the wrong oil being installed. Diesel pump injectors, direct injection high pressure gasoline fuel pumps, oil controlled timing control and variable displacement components all require the proper oil. In fact, oil has never been so important to an engine’s wellbeing. An engine is designed to have a certain amount of oil in it and if that level is too low, the oil can quickly become saturated with contaminates. When those contaminates fall out of solution they can form sludge especially on extended service intervals. Simply running the oil low by as little as 1 litre can lead to several problems; even so, I’ve found that one of the most overlooked service items on vehicles today is a dearth of oil changes. But when a car is brought into one of our shops for an oil change, it is incumbent upon technicians to pay added attention to the sort of oil being selected for today’s increasingly complex engines. Simply put, it has never been so important to ensure the right oil is selected for the job. Jeff Taylor is a technician at Eccles Auto Service in Dundas, Ont.

CANADIAN TECHNICIAN 25

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It’s Your Turn

Bad deal The voluntary repair agreement is being hailed by some as progress. But when examined closely, this deal is a lemon. By Art Wilderman

I’m writing this column not so much for the public but for those technicians and shop owners who devote their time and craftsmanship every day to keeping Canadian vehicles safe in the most costeffective manner possible. Unless you’ve been repairing moon buggies on the lunar surface, I’m certain you’ve been keeping abreast with the status of the Canadian automotive aftermarket’s battle with the OEMs and our ongoing quest to receive a fair and equitable model for access to information, computer data repair streams, tools and equipment. This battle has been raging in Canada as well as other countries for years now. South of the border, the U.S. realized something had to be done to protect the environment about 13 years ago. As such, all automakers selling in the U.S. were forced by legislation to make information available to the public for any engine management components that could malfunction and pollute. Alas, we happen to live in a country that, until recently, hasn’t seen fit to enact similar legislative requirements. As a result, many of the automakers selling into Canada made a business decision (for a number of reasons). It’s also true that holdout OEMs were asked by aftermarket representatives and three different Canadian Industry ministers to correct the access problem. But the OEMs wouldn’t comply. And why should they if there’s no legal requirement? Remember, none of these companies have their head 26 CANADIAN TECHNICIAN

offices in Canada. These are foreign corporations merely doing business in Canada and several other countries. Now we have a bill in parliament that lays the foundation for a requirement in law for all Canadian technicians to have access to the data stream and tools that a

“We have an agreement that could evaporate without the threat of legislation.” Canadian franchised dealership technician has access to. This bill is now at the parliamentary committee stage and there’s still a chance it could become law. We also have a voluntary agreement that has been signed by most of the automakers selling into Canada. Some consider this voluntary agreement to be a terrific solution. But once you study the details, this deal doesn’t look so good. Actually, for the shop owners or technicians fixing vehicles – as well as all those who supply parts in the aftermarket – the voluntary agreement might end up being a nightmare. Much of history is influenced by the timing of events, and this is one of those moments. We are faced with a voluntary agreement that has no teeth, arriving at the same time as legislation that has more details to follow. We have OEMs that don’t want to be legislated and independent operators who

want to be confident about their future. We have a voluntary agreement that is not considered by the vast majority of the aftermarket as representing them nor meeting all of their concerns. And we have an agreement that could evaporate without the threat of legislation made by associations and corporations, none of which have an exclusive commitment to the aftermarket. This agreement – because of its timing – has the ability to stop the passing of legislation that could secure sustainable access for the automotive aftermarket. The U.S. model was based on legislation. After the legislation was in place, a voluntary body was assembled from both sides of the industry to act as a clearinghouse for disputes regarding compliance. I think a truly ideal Canadian scenario would be the following: Legislation should be passed, and everyone would have a reason to come to the negotiation table. A workable program would then be developed in a realistic and fair process among knowledgeable industry leaders. The agreement would have consequences for noncompliance on either side. Canadians and the free enterprise system would be kept on track. A pipedream, you say? Time will tell. But for now, nobody I know is going to give up until we have a model that is fair for all Canadians. Art Wilderman is with the Canadian Independent Automotive Association in Calgary. NOVEMBER 2009

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Car Quiz

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continued from page 30

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keeps flashing on and off, and as you can hear, the engine stumbles. And every time the engine light flashes, I can hear a relay clicking in behind the glove box. And if that don’t beat all, after flashing about 15 times, the charge light will go out, the check engine light will come on steady, and the temp gauge and tachometer stop working.” He threw up his hands. “If I restart the engine, the whole mess repeats itself again. Oh yeah, and I can’t get no trouble codes out of it, either.” “That is spooky.” All of a sudden something whooshed past the end of my nose, missing me by just a whisker. Unfortunately, Tooner wasn’t so lucky. Beanie’s volleyball smacked him squarely in the forehead, knocking his grease-stained cap into the used oil bucket. It was a practice spike gone wild. “BEANIE!” “Oops! Sorry about that, Tooner! I was just working on my…” “Well, quit horsin’ around and do somethin’ useful, like checking out the tech forums on this Honda problem!” A chagrined Beanie high-tailed it over to our online computer while Basil chose that moment to stop by for a consult. “If I remember correctly,” he began, “this car uses something called an electronic load detector, or ELD, to turn the alternator on and off. Maybe it’s damaged.” Tooner mulled that over for a moment. “Well, if that’s the case, I can maybe see it not chargin’ properly…but to make the check engine light come on, and affect the tach and the temp gauge? That’s a bit of a stretch.” “You have a point,” Basil admitted. “However, I do know that these cars use the bottom mounting bolt to ground the alternator. Maybe when the adjustment bracket fell off, it overcharged and created a voltage spike.” “If I hear the word ‘spike’ one more time…!” Tooner began. He was interrupted by the reappearance of our sports star as he cautiously edged his way over to where we stood. “I’m afraid Basil is right, Toon.” Beanie looked down at the printout in his hand. Even though he sucked at sports, Beanie was more than adequate when it came to surfing the Net. “According to this August 2004 news release from Honda, the computers on 2001 to 2004 Civics can be damaged by voltage spikes from the alternator if the bottom pivot bolt isn’t tight.” The service bulletin went on to describe many of the symptoms we were experiencing, from inoperative gauges to non-communication with the scan tool. Another call up to Rusty’s Used Iron got us a used ECM, and once it was installed and reprogrammed, our Honda ran as good as new. As for poor Beanie, things have gone from bad to worse – a few days later Samantha took up ten-pin bowling. The first thing we had to do was forbid Beanie from practicing his strikes at work – even out in the parking lot. If there’s one thing I know about bowling balls, it’s that they do leave a mark. Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. You can reach him at rick.cogbill@shawcable.com. NOVEMBER 2009

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By Rick Cogbill

What do volleyball and the computer of an ’02 Honda Civic have in common? Read on...

“Oh, no!” Basil interrupted his game of solitaire to look out the lunchroom window. “What is Beanie into this time?” I put down my magazine and took a look for myself. “From where I’m sitting, I’d say Beanie has taken up the sport of volleyball.” Tooner gave a derisive snort. “I’ll bet ya it’s got somethin’ to do with that girlfriend of his again.” He was probably right. Over the past year, Samantha had taken an interest in ballroom dancing, mountain biking, stirfry cooking, and now volleyball. And whatever the activity, she’d drag Beanie right along with her every time. Not that Beanie seemed to mind… At this particular point in time, our young apprentice was running around the parking lot, trying to keep a volleyball aloft in the air for as long as he could. By my count, his record was two hits. He almost got to three, but he ran into Tooner’s truck going for the third bump set. “Ouch,” said Tooner. “That’s gonna leave a mark.” Beanie came into the building rubbing his nose. “I don’t think I’ll ever get the hang of this game,” he sighed. “I sure wish Sam would take an interest in computer games – then at least I could keep up.” “So now she’s a volleyball pro?” I asked. Beanie’s eyes grew wide. “Is she ever! You should see the killer spikes she can make. I have enough trouble just getting my serves over the net.” We were interrupted by the arrival of Dutchy Smits and his tow truck. A forlornlooking 2002 Honda Civic was loaded on the back deck. Tooner and I went out to see what was up. “Got a loose alternator,” growled Dutchy as he chewed on his thin cigarillo. “Kind of funny, though – the battery ain’t 30 CANADIAN TECHNICIAN

Killer spikes

dead yet, but the car sure runs strange.” “We’ll check it out,” I said, handing the keys to Tooner, who started the car and eased it into the service bay. Dutchy was right – the engine stumbled and sputtered worse than Beanie taking part in any form of organized physical sport. After a few minutes of investigation, Tooner brought me his report. “Looks like the lower adjustment bracket fell right off the alternator,” he said. “We’ll have to find a used one.” I went looking for Beanie, only to catch sight of him chasing his volleyball down

the street. Rather than wait for him to get back, I drove up to Rusty’s Used Iron myself and found the bracket we needed on one of his wrecked cars. About an hour later, Tooner had the alternator bolted back into place – but the car still ran erratically. “I’ve tested the chargin’ system,” he muttered. “It’s workin’, but…” He paused. “Well, if you ask me, it’s kind of spooky.” I looked at him. “Spooky as in…?” He folded his arms across his chest and frowned. “The check engine light continued on page 29 NOVEMBER 2009

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