Canadian Technician September 2013

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How cheap parts compromise road safety

Meet the Canadian Technician of the Year finalists

SEPTEMBER 2013

WWW.CANADIANTECHNICIAN.CA

ALSO: Q How to prepare a proper brake estimate Q Letters on Ontario’s College of Trades Q Safe and simple tire repairs

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contents

Canadian Technician – September 2013 – Vol. 18 No. 7

FEATURES Meet the Finalists! ...........................................................22 We’ve narrowed the field down to eight very deserving candidates. One of them will be named the Canadian Technician of the Year.

Tire Troubles .....................................................................26 Fixing a tire is one of the oldest service opportunities.

Make sure you’re doing the job right with an internal patch-plug, not an external plug.

Braking Bad ......................................................................28 White box brake parts can cause compromised road safety, technician frustration, reduced shop profits, and deeply dissatisfied customers.

28

COLUMNISTS Collective Wisdom by Alan Beech ...................................... 17 The Car Side by Rick Cogbill ................................................ 38

DEPARTMENTS Service Notes .................................................. 5 Letters .............................................................. 6

38

Out & About ..................................................... 9 EyeSpy ...........................................................10 From Our Forum ............................................14 Products.........................................................33 Ad Index .........................................................37

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SERVICE NOTES

No time to be cynical The full potential of the Ontario College of Trades will be unlocked with vision and initiative.

Watch your savings grow

By Allan Janssen

power are swamped with letters on a given topic, you can bet it will be discussed! If 500 technicians identify the same problem, it will certainly be put on the agenda.

All your husband and his technician buddies need to do is send their suggestions to MotivePowerTradeBoards@ collegeoftrades.ca. And I can tell you that in some forwardlooking trades that process has already begun. Presentations are being given, solutions are being proposed, and changes are being made.

I think the response that people have to the Ontario College of Trades says a lot of about them and their essential nature. There are those who see a problem and try to fix it… and there are those who sit back and complain about it.

I’m not naïve. I know that government bureaucracy is a poor alternative to industry-led initiatives. And I accept that the College of Trades was thrust upon us with little consultation in good faith. But now that it’s a reality, I admire those who have shown a willingness to pitch in to make sure it succeeds.

Our industry is all about solving problems. When a vehicle isn’t running properly, we roll up our sleeves and get to work. That’s when we shine. Together we can fix this industry like we fix our customers’ cars.

Yes, it concerns me that the naysayers seem to outnumber those who want to make the most of this opportunity. But what gives me hope is that optimists accomplish so much more in life than pessimists do.

Hi Allan, e r article on the Colleg I truly appreciated you ).

13 20 y Ma ry? ust Our Ind of Trades (Rebirth of t to my husband ran I have been listening d his fellow mean He about it for months. trade for 25-plus years) chanic friends (in the is a “tax-grab.” They say are all convinced this by it. nothing will be gained ny of the things you ma t ou ed int po I have do I know? I’m not a mentioned, but what tradesperson. ke the payment myI will likely have to ma ’t sound like he’s going self because it doesn ! to…. just don’t tell him eld —Name withh l harmony) (in the interest of marita

Thanks for writing.

By any objective measure, I guess you could say I’m taking it on the chin for my support of the fledgling Ontario College of Trades! Yours is one of the few letters of support I’ve received.

The negative comments outweigh the positive ones by a margin of almost four to one on our letters pages this month.

Nevertheless, I stand by my editorial because I truly believe the Ontario College of Trades represents a golden opportunity to redefine the automotive repair and service trade. If our industry steps up to the plate with a unified vision of reform, and if the college has the courage to recommend some drastic changes, we will begin a steady march to respectability, improved working conditions, and profitability.

Those who say the college doesn’t allow industry input are simply ill-informed. The college has mapped out a process to receive presentations from its members. Anyone with comments and ideas should contact the college in writing. If those who handle motive

I’d like to hear what you think. You can reach me at allan@canadiantechnician.ca.

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LETTERS

VOLUME 18

NUMBER 7

451 Attwell Drive, Toronto, Ont. M9W 5C4

EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@canadiantechnician.ca PUBLISHER Martyn Johns martyn@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 Larry Dickison

DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER 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 applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90. Copyright 2013. All rights reserved. The contents of this publication september 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.

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Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Braking Bad”

by Will Enns Phone: 250-404-0411 6

CANADIAN TECHNICIAN SEPTEMBER 2013

COLLEGE HAS AN UPHILL BATTLE The college of trades is long overdue!

If it accomplishes just some of what it intends, it will be worth twice what they’re charging.

Our new college has an uphill battle to lay the groundwork but it offers an amazing opportunity for the trades to finally garner the respect we deserve.

I have to say that I am disappointed with all the negativity the college is receiving from narrow-minded technicians who are afraid they will have to take training, and be accountable for the work they perform. Professional automotive technicians welcome the college of trades with open arms!

John Gurr

THIS IS A MONEY GRAB! As motive power technicians, we take more of a kicking to the curb than the Toronto Maple Leafs. Every time the media wants a story they plant a camera in a car and run a video on how someone got ripped off. We have to be electricians, welders, fabricators, AC experts, and hydraulic specialists. We work in the heat of the summer, and the cold of the winter, with water and salt dripping all over us. We don’t do this because of the bonuses, the holidays or the pension plan. Most of us do it for

the love of the automobile.

We already have to buy tens of thousands of dollars in tools… and now you think a College of Trades should take millions more from us every year in an effort to make our industry better? It is a money grab! Just leave the system alone!

John Huenemoerder

ACCOUNTABILITY, YES. $120 A YEAR? NO. I agree with bringing accountability to this profession, but not at a cost of $120 per license. Add that to the expense of buying tools, training, and other certificates.

Some of us do not make a fortune in this trade despite what others might think.

Mike Leduc ML Automotive Orleans, Ont.

COLLEGE WILL BRING CHANGE I totally agree with your positive view of the Ontario College of Trades. The accountability, professionalism, and respect that will come from it will change the world for the next generation. Let the process begin!

Bob Greenwood Automtoive Aftermarket E-Learning Centre Langley, B.C.

Peter Hirsch

THIS GOOD IDEA WAS PRESENTED BADLY I believe that an organization similar to this has been needed for quite some time. Unfortunately, however, this College of Trades has been very poorly presented. It’s seen by many in the trade as a government tax grab. They do not see how it will work or how it will improve the trades.

I was optimistic at first. I even offered to meet with them, but I received no response. I now understand the negative feelings that most have. The College of Trades has not explained how it will enforce its guidelines. It is top-heavy with managers, and gets little or no input from the trades.

I suggest it be put on hold, until a positive, constructive mandate can be established through consultation with those it directly effects.

PRO

This won’t help us techs. If anything, most guys will drop the licence and become the ones the college is going after.

We pay $120 a year now. But I have heard it could be $200 to $300 next year, maybe $500 in a couple years, and so on.

We can’t do anything about any of this but complain... so why bother?

Just another law that got shoved on us.

Let’s just see what happens over the next few years.

WE’LL ALL BENEFIT FROM THIS

Finally, some positive change for our industry! We’ve always been considered lowend labour, and we had little or no influence over our jobs or futures.

The people that will gain the most from this are the young techs just entering the trade. I can see them being able to improve their trade with things like a pension that will follow them from job to job, and better representation when speaking to OEMs, safety organizations, governments, and employers.

It’s going to take a while for anything of real substance to materialize... and it all depends on how hard we as individuals work for change.

I would urge everyone to give this college a chance. Get involved.

We received nothing under the old regime. I’d rather get something for $120 a year, than nothing for $20.

Gary Skelton

Peter Abela Alignment Plus London, Ont.

How will the industry participate in the decision-making process?

And how will we redress improper sanctions and penalties, imposed by people that do not understand the industry?

Whenever government regulates an industry, that industry usually lives to regret it. I hope that I am wrong.

APPOINTMENTS ARE THE PROBLEM

Sean O’Gorman Glenn’s Import & Domestic Auto Service Courtenay, B.C.

I hope your optimism is warranted, but I’d have rather have seen a College of Automotive Service Technicians formed and run by the industry itself. Whenever the government gets involved in regulating an industry, it usually screws things up royally. Government bodies are made up of people who do not know the complexities of an industry.

COMPARE APPLES TO APPLES Comparing the College of Trades to other professional colleges in Ontario is not comparing apples to apples.

Members of professional colleges – such as teachers, physicians, or lawyers – all do the same basic job within their college. To suggest that a hair stylist

CON

WILL THE PRICE KEEP RISING?

YOU’RE FULL OF BALONEY

I’m totally disappointed, and appalled that you so strongly support the Ontario College of Trades.

You claim to know techs who couldn’t wait to join, well I honestly think you’re full of baloney. Every tradesperson I talk to on the topic has to keep their blood pressure from rising. Nobody I’ve spoken with is in favour of this cash grab.

Many fellow techs have said they can’t wait until they no longer have to renew their licenses.

You claim we’ll have a stronger voice towards government. Are you not aware of all the opposition there has been to this trades tax, yet did government listen then? Of course not! They never will!

My membership fees are due in December. That’ll be $120 taken from me that I can’t spend on my family at Christmas.

John Kelly Cornwall, Ont.

and a truck technician or a plumber and an arborist, do the same kind of work simply isn’t true. Even though the College of Trades is split into four sections, it still won’t work!

Secondly those other professional colleges democratically vote for their representatives. In this college’s dictatorship, we get a government-appointed council made up of union buddies.

It’s very sad to see that the majority people in favour of the College of Trades are the ones who stand to make a financial gain from it. Ask the people who are “in the trenches” how they feel about this college. We don’t need it or want it.

If this college sticks around, the future of the trades in Ontario will be in Western Canada!

Greg Richardson SEPTEMBER 2013 CANADIAN TECHNICIAN

7

LETTERS MAY NOT KEEP LICENSE I have to wonder how many non-working techs are out there who maintain their licences. They keep their licenses because they’re still proud to be considered a licensed tech. I’m one of them. But after 40 years, I retired. And now I’d have to take a hard look at whether to renew my licenses again.

Next year, let’s take a survey of how many non-working techs still hold on to their licence. I think the number may be quite astounding.

Don Wise

ACCOUNTABILITY IS WAY OVERDUE The idea of a governing body for our trade is a fantastic one.

Having accountability inside our trade is way, way overdue.

The only problem is that nothing has been done yet and it will probably be months, if not years, before any real change can be made. Meanwhile they’ve increased the fees by $100 a year, with zero input from tradespeople. And this college was established by a government that has lied at every turn. Of course there will be some backlash on this.

I agree that the same people who are bucking the increase are the same ones who want change. Let’s not knock the idea of a governing body and let’s not knock the skeptics. There is some work to be done. The question remains, will this work?

Matt Martel Lebrun Service Centre Ottawa, Ont.

JUST ANOTHER TAX GRAB I suppose the new regulatory body could be beneficial… but let’s not forget just who implemented it. It was the guy who virtually bankrupted this province, (former premier) Dalton McGuinty!

It is just another “Tax Grab,” seeing as there are already legislations that exist that, if applied and enforced, would police the entire automotive sector. This merely installs another layer of bureaucratic nonsense. Taxing individual licensed mechanics won’t do anything good except give another bureaucrat a pay cheque.

Your editorial headline “Rebirth of our Industry?” should have been “Another Nail in our Coffin.”

Jay Douglas Rice Lake Auto Repair Campbellcroft, Ont.

BULLIED INTO JOINING A UNION If the trade college was not so threatening and demeaning to those professionals currently in the trade, I may have been more accepting. Being bullied into joining a union is wrong. Their so-called consumer protection is a failure as all the businesses I have contacted refuse to give the information out that the consumer needs to use the OCOT database. I don’t need to be bullied just to make a living. At least with a union it is voted in.

John Elliott

8

CANADIAN TECHNICIAN SEPTEMBER 2013

OUT & ABOUT BRAKES

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%XVLQHVV THE MONROE BRAKES Students and teachers at the 232 square-meter maintenance shop near Chimoio, Mozambique.

Skilled trade project earns charitable status

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Mercy Tech Mission, started by Canadian Technician writer Rick Cogbill, teaches life-changing skills to the poor.

Mercy Tech Mission, a non-profit group founded by former shop owner and Canadian Technician humour columnist Rick Cogbill, has been granted charity status by Canada Revenue Agency.

“This is something we’ve been working toward for a while now and we’re very excited about it,” says Cogbill, who writes the Car Side column that appears in every issue of the magazine. “With our charity status, we can now issue tax-deductible receipts to donors who want to be a part of what we are doing in developing countries around the world.”

The group’s strategy is to teach marketable skills and trades to those living in poverty.

Cogbill leads small teams of experienced tradespeople to places like rural Africa where a good education is out of reach for the average person.

“I began by teaching my own trade, automotive mechanics,” he says. “One of my first students is now about to receive his certification – something extremely rare in Mozambique. The youth of Africa just don’t have the opportunities we enjoy here in Canada, especially if they’re from the rural areas.”

Although Mercy Tech has focused mainly on the automotive trade, Cogbill’s teams have included a number of different skills, including carpentry, welding, and electrical.

“It’s our way of giving back,” he says.

“Somebody invested in our lives to help us learn our trade, and in this way we can pass on that investment to others who otherwise have little hope for the future.”

He already has a few shop owners and technicians who regularly contribute to MTM’s work, but there’s room for more.

“Our industry could really benefit from being involved in something that’s about more than just making money. I think customers would be thrilled to know that their local shop is making a difference in a young person’s life half-way around the world.”

The next technical training trip is planned for the spring of 2014, and Cogbill says there are many ways to become involved.

“We’re always looking for volunteers,” he says, “although we know it’s hard for most people to commit to a month-long trip into the African bush.”

For those who can’t go, he recommends a tax-deductible donation. “As technicians, apprentices, and shop owners, we spend a lot of money on tools and upgrading. Sure, we need that to do our trade, but what if once in a while we put a few dollars towards training someone less fortunate than ourselves in a life-changing skill? Until you see it for yourself, you just can’t imagine what a difference it makes.”

Visit www.mercytechmission.com.

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SEPTEMBER 2013 CANADIAN TECHNICIAN

9

Precision Brand

OUT & ABOUT

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Former politician takes reins of College of Trades Lawyer, businessman, and former Ontario cabinet minister David Tsubouchi has been appointed to lead Ontario’s new College of Trades.

Tsubouchi, who takes over from Bob Guthrie as registrar and CEO, will start his new job Sept. 9.

The Ontario College of Trades is a self-regulatory body overseeing the training, qualification, licensing, and conduct of 300,000 skilled tradespeople in Ontario.

Tsubouchi, who served as the Progressive Conservative MPP for Markham from 1995 to 2003, held a number of high-level cabinet posts in the Ontario government under premiers Mike Harris and Ernie Eves. In 2003, he returned to private legal practice.

One of the college’s fiercest critics, Garfield Dunlop, the Progressive

Conservative member for Simcoe North, took a conciliatory tone in reaction to news of the appointment.

“With Mr. Tsubouchi’s extensive experience, especially working with self-governing bodies, I am optimistic he will begin bringing accountability and transparency to the College of Trades,” Dunlop said. “Perhaps, under Mr. Tsubouchi’s leadership, Ontario’s tradespeople will start to see the mess at the College of Trades cleaned up.”

Catherine Poultney, president of Teeple Tire & Automotive in London, Ont., and a member of the College of Trades Board of Governors’ executive committee, said Tsubouchi is the right person for the job.

“He’s a great guy, and with him at the helm, I really believe you’re going to see a wonderful experience for the tradespeople of Ontario.”

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Malek Daghighi, of Tire Town Auto Service in Vancouver, said he was asked to help out when a DIY job ended in engine stall and total ignition module failure recently.

These pictures show what went wrong. Apparently when the timing belt was being replaced, someone forgot to guide the crank sensor harnessing wires through a holder to keep them out of harm’s way. It didn’t take long for the moving parts to eat through the wiring harness!

Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca

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OUT & ABOUT

Lexus and Autopro top J.D. Power survey Overall customer satisfaction with service up slightly in 2013, compared to 2012.

NAPA says its fifth customer satisfaction award from J.D. Power & Associates won’t be its last.

Chris Thorne, national director for UAP’s banner programs, said the announcement that Autopro is the most trusted aftermarket repair chain in Canada is the result of hard work and strategy.

And he said the company is not about to take its foot off the pedal.

“When it comes to customer satisfaction, we take a measured approach to standards and improvement,” he said, “and we do not plan on resting any time soon.”

J.D. Power & Associates conducts an annual Canadian Customer Commitment Index Survey, which measures the service behaviors, satisfaction, and loyalty of owners of vehicles that are four to 12 years old.

Responses from more than 21,600 owners were gathered in March 2013 and in June 2013.

For the third consecutive year, Napa Autopro earned top marks with an overall index score of 863 out of 1000.

The highest-rated dealership in the study was Lexus Canada. Lexus was tied for first place with Napa Autopro, with a score of 863.

Rounding out the five highestranked brands for automotive service are Great Canadian Oil Change (861); Volkswagen dealerships (840); and Fountain Tire (838).

According to J.D. Power & Associates, the distinction is particularly important in an ultra-competitive market.

“Automotive dealerships and aftermarket shops are expanding the range of products and services they offer as they search for ways to attract and retain customers,” a release from the company stated. “Dealerships, for example, are adding service bays focused on providing quick oil changes, and aftermarket shops that have tradi12

CANADIAN TECHNICIAN SEPTEMBER 2013

tionally focused on mufflers and brakes are adding oil changes and tire service to their services.”

Robert Hattem, president of NAPA Canada, said the J.D. Power survey shows that dealerships are making efforts to catch up to independent aftermarket shops in consumer confidence.

“Dealerships are trying harder, and that’s part of the game. They’re in the business of maintaining vehicles, and that’s part of the reality that we’re going to have to face,” he said. “They’re doing well in trying to expand their customer base. But we’re going to continue to raise the bar.”

He said Autopro has worked very hard over the last several years to add value to its program, and it has plans for continuous improvement.

Overall Service Experience Satisfaction Index * Lexus dealerships ..................................863 NAPA Autopro .........................................863 Great Canadian Oil Change ...................861 Volkswagen dealerships ........................840 Fountain Tire ...........................................838 Mr. Lube ..................................................835 Goodyear Auto Centre ............................834 Mazda dealerships .................................828 GM/Chev/Cadillac/Buick/GMC ............826 Toyota dealerships .................................826 Acura dealerships...................................825 Nissan dealerships.................................825 Subaru dealerships ................................824 Midas .......................................................823 Kal Tire ....................................................821 Hyundai dealerships ..............................819 Honda dealerships .................................818 Mitsubishi dealerships...........................812 Mercedes-Benz dealerships ..................811 Jiffy Lube .................................................808 Ford/Lincoln dealerships.......................803 Ford Quick Lane......................................802 Kia dealerships .......................................802 Active Green & Ross...............................801 BMW dealerships ...................................797 Chrysler/Dodge/Jeep/Ram/Fiat...........796 Wal-Mart ..................................................787 Canadian Tire..........................................783 Costco ......................................................774 * Based on a 1,000-point scale

E M I S S I O N S C O N T RO L

Calgary shop named ‘BEST of the BEST’

BUILDING YOUR

Extra-Tech Automotive in Calgary Alta., has been named the “Best of the B.E.S.T.” by the Automotive Aftermarket E-Learning Centre (AAEC).

Owners Gianni and Doris Barbieri got a surprise visit from AAEC executives, who told them that, throughout 2012, their shop improved more than any other shop in AAEC’s Business Evaluation Support and Training (BEST) program.

They were presented with the prestigious award, handed out annually to the AAEC client shop that demonstrates the greatest improvement in the past year.

“The outstanding effort that the entire Extra-Tech team made during 2012 certainly changed the culture and profitability of this operation to what is required for aftermarket business success today,” said AAEC president and CEO Bob Greenwood.

“Their professionalism, total accountability to each other and their clientele, coupled with the perseverance to see the changes come to fruition was incredible to witness,” he added.

“We’re extremely proud of this award,” said Gianni Barbieri. “It has taken a lot of hard work and perseverance by the Extra-Tech Team to get to this point.”

He thanked the AAEC team and members of the BEST Focus Group.

“Without their support and continued management training, our achievement could not be possible,” he said.

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Mitchell 1 names Educator of the Year David Byrd of Goldsboro, N.C. was named the Mitchell 1 2013 Educator of the Year during North American Council of Automotive Teachers (NACAT) conference held in Quebec City recently.

Each year, Mitchell 1 recognizes one of the nation’s top teachers for excellence in automotive repair instruction.

Byrd was presented with a cheque for $500 and a recognition certificate.

He will also receive a one-year complimentary subscription to Mitchell 1’s ProDemand repair, diagnostic and maintenance information program for the school where he teaches.

“Mitchell 1 is proud to join with NACAT for another year to honor those who have demonstrated a commitment to educational excellence in the automotive repair industry,” said Nick DiVerde, senior marketing director, Mitchell 1. “David Byrd has an outstanding reputation as an instructor and we feel he is an excellent choice for this award.”

David Byrd of Wayne Community College in Goldsboro, N.C.

Byrd has been an automotive instructor in the applied technologies division at Wayne Community College in Goldsboro for 14 years. As a member of the International Association of General Motors (GM) Automotive Service Educational Program (ASEP), Byrd has served on many committees and is currently the Constitution Committee chairperson. He has participated in the GM ASEP curriculum-writing project as well as participated in a book review for Automotive Engine Performance, published by Thomson Delmar.

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SEPTEMBER 2013 CANADIAN TECHNICIAN

13

FROM OUR FORUM

Preparing a brake estimate Our Forum members compare estimating times on CPR jobs… and how to achieve consistency in the estimating process.

Sometimes I find it difficult to prepare a brake estimate when there are multiple items being replaced. For instance, there is no published time for the most popular calipers pads and rotors (CPR jobs).

I can’t just use caliper Re- & Reand add rotor Re- & Re- because of the overlap in labour.

Can someone tell me the correct way to estimate CPR repairs?

I purposely made this non-vehicle specific, because I seem to find this problem all the time!

to be the problem. Another example is ball joints. Why does the guide show labour to do both uppers and not a time to do one side upper and lower? Ford 4x4 could be estimated at 8 hours for four ball joints!

—ALLNUTS^nobolts

That seems to be typical for a lot of estimating programs.

Sometimes you need extra time, especially if the customer hasn’t been into a shop in a long while and every-

—ALLNUTS^nobolts

Rule of thumb is go brake rotor time, plus 0.3 per caliper on non-ABS, 0.4 per caliper on standard ABS, and 0.5 per caliper if you have to use the scan tool to retract or bleed the brakes. Hope this is helpful.

—canuck623

That helps. I suppose this may sound like an elementary question to some, and if you’re a oneman front counter then it really doesn’t matter what you do. What I’m trying to strive for is consistency.

I want to be able to reproduce the exact same quote from one desk to the next, without there being even a penny difference.

Brakes and suspension always seem

14

CANADIAN TECHNICIAN SEPTEMBER 2013

—msog

At my shop, we have front brakes set up at 1.6. If we do a CPR, we bump it to 2.1 plus a complete brake fluid flush.

—supraenthusiast

We also have front brakes set up at 1.6. Same with slip-on rotors. This includes rotor replacement, and caliper service (done on all brake jobs). If we’re dealing with one-piece hub and rotor, or bolted together, labour time for replacing rotors plus 0.6 for caliper service.

—msog

That is a pretty good rule of thumb. We do something similar.

Your major operation would be the last part you had to replace. Since everything else is part of that operation, you only need to add a few tenths if you’re replacing the part rather than just hanging it aside. I think the scan tool bleed or caliper retraction is a bit light but that’s just me.

labour and technology in coming up with these standards. The 0.3 is industry standard for caliper replacement on standard brakes.

As for the comment that we might be too light on the scanner-assisted jobs, we’re actually revisiting that now. We’ve found a number of systems that are requiring more time using that technology.

—sbchevfreak

thing on the vehicle is seized up!

Our service advisor won’t adjust the time, no matter how badly it’s seized. It can be frustrating!

—Bartprince

We have found there’s a great deal of inconsistency in the labour estimating services available. That’s why we have built jobs in our point-ofsales program that include all necessary parts and labour for our most common jobs so that all you have to do is bring it up on an estimate and it fills the fields for you. It takes a lot of time to build all the jobs, but if you’re doing an estimate anyway, build a job.

It gives you consistency, no matter who is doing the estimate.

We assessed our time in both

I use the Motor or Mitchel 1 times strictly as a guideline. I find the times are often too light to do the work properly and still have a proper profit margin.

—MMARTEL3

I find some times are light… especially Mazda times for some reason!

—MARKRICHMOND

Join the discussion! Log on to www. canadiantechnician.ca/forum and see what everyone’s talking about.

If you’ve got an opinion to share, we want to hear it!

2000

1965

Valvoline launches MaxLife®, the first motor oil for high mileage engines

Valvoline introduces the first & best selling racing oil of all time

1866 Dr. John Ellis invents motor oil

1939 Valvoline develops X-18, a single grade oil which could be used in place of 18 different specified automotive lubricants

1996 Valvoline launches DuraBlend™, the first synthetic blend motor oil

2012 Valvoline launches NextGen™, the first national branded recycled motor oil

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since.

NextGen™ motor oil is the latest in a long line of category-changing introductions.

Made with 50% recycled oil, NextGen™ delivers 100% Valvoline engine protection. NextGen™ motor oil is great for engines and better for the environment, it exceeds industry specifications with reduced environmental impact compared to non-recycled motor oil.

Naturally, NextGen™ is supported by the full force of Valvoline’s innovative marketing programs.

Welcome to the Next Generation in motor oil.

Learn more about NextGen™ at NextGenMotorOil.ca © 201Î, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.

ALL PULLEYS ARE NOT CREATED EQUAL TAKE A CLOSER LOOK AT GATORBACK® OADS. OADs transfer torque from the engine to the alternator via the belt, provide overrunning function during engine deceleration and absorb engine vibrations. OADs are OEM “fit and function,” with a one-way clutch plus a patented, tuned torsion spring.

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Always replace an overrunning alternator decoupler pulley with the correct part – never with a one-way clutch pulley or low-cost replacement alternator with incorrect pulley technology. An incorrect pulley will increase belt and tension wear, noise and vibration – so using the wrong part may negatively impact the vehicle’s operation. Using the correct OAD will lower belt tension fluctuation, extend bearing life, add to tensioner durability and control belt noise and vibrations.

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COLLECTIVE WISDOM A management feature that explores the lessons learned in peer groups.

Counting properly Do you really need more cars in your bays? Or do you just need to find more work on the cars that you do get?

By Alan Beech Good meeting last week, guys! I just wanted to send you all a few thoughts about what we covered.

As usual, we touched on a lot of points and our discussions were wide ranging, but the most important topic in my view was what we said about low car counts.

You’ll recall that Cecil from Cecil’s Brake and Exhaust got us started, sharing his frustration about the low volume of cars coming in and out of his bays. I looked around the room, as he described the situation, and I

noticed a lot of you, nodding your heads in agreement.

You also seemed a little surprised that I wasn’t as concerned about the number of cars that come in and out of our bays. I’ll admit, there’s a certain logic in assuming that the more cars we bring in, the better our shops are doing.

But the facts tell a very different story.

Cecil, let’s take your shop as an example, since you brought it up. You have an amazing eight-bay shop. And, even though it’s not in best of locations, you’ve made the most of it with good advertising and great curb appeal. You started out doing primarily brake and

exhaust work, but you’ve done a super job of transitioning into a full-service facility with high-tech diagnostics.

Given how much you’ve invested in bringing your shop up to snuff, I understand your frustration about not having enough cars coming in each day.

It’s hard to see your techs just standing around with nothing to do, isn’t it?

So, I get it when you say: “I need more cars!”

But let’s look at your problem from a different point of view. You have four techs on the floor working eight hours per day. This equals 32 hours a day of available productivity. On average you have 14 appointments per day, with an average of 0.9 labour hours per repair order (RO). Bottom line is that right now, you’re producing only 12.6 billable hours per day. Nevertheless, you have to pay your techs for 32 hours a day.

As I suggested in our meeting, car count is not your problem. It’s how little labour you’re selling per repair order.

Maria from A&M Auto Repair and Yanic from Metro Motors both have fewer appointments per day than you do, and they both see fewer cars per day, on average. So they should be concerned too, right? But look at their average number of hours per RO. If you were averaging these same hours, I don’t think you could keep up with all that work!

Do you see what I mean? The problem is not about the number of cars you see in a day. It’s what you’re doing with the cars you get.

Last week we looked at your parts gross margin and found that it needs SEPTEMBER 2013 CANADIAN TECHNICIAN

17

to be at least 50%. And we looked at will need to do a full inspection. Make don’t bring up the deferred work, the labour gross margin and found that sure you build that amount of time into customer is likely to think the work it needs to be about 70%. From now the process. It is unreasonable to expect wasn’t all that important after all. “Good on, we’re going to track our hours per a proper inspection when they have to thing I declined it!” they’ll think.

RO (repair order). We want to hit an rush the job. Give them time to do the When you take your time with the average of 3 hours per RO. job right! customer, you can help them truly How did I come up with that number?

Also, make sure there’s plenty of understand how the work you’re I’m not pulling it out of thin air. room on the form for their comments. recommending will help keep their We’re seeing changes in how They’re going to want to explain their vehicles safe and sound so they last vehicles are being manufactured and findings so you can sell it. as long as they were intended to last. serviced today. The average You will not have a problem vehicle goes into the shop twice achieving your target of 3 hours/ and maybe three times per year.

RO. In fact, you’ll have so much Cecil’s A&M Metro Brake & Auto Motors Some of those visits are to a quick work, you’ll probably have to hire Exhaust Repair lube shop. Now, the expected another tech to keep up! out-of-service mileage for vehicles A lot of shop owners worry that Techs 4 4 2 being built today is around the when you start recommending Avg. Hours/RO 0.9 2.9 2.5 300,000 kilometer mark. Do you proper maintenance you’ll scare think a vehicle can be properly off your customer. The reality Vehicles day 14 12 6 serviced so that it lasts that long if is very different. Customers will Hours billed/day 12.6 34.8 15 it only goes through a quick lube start having confidence that you’re shop two or three times a year? taking proper care of their vehicle.

No way! It might get to the end of Once you’ve got an inspection They’ll learn that they can trust you and the warranty period without too many process ready to go, let your customers your recommendations. Over time, problems. But it sure won’t reach the know that’s part of the service you’re they’ll realize that their vehicle is not average end-of-life mark. offering, and get their permission to do breaking down all the time like it used When your shops average 0.9 hour it. Obviously, you’ll want to explain to, or running rough. per RO, there’s not a lot of work why inspections are so important for When you tell them that they aren’t getting done. You’re changing the proper vehicle maintenance. Tell them going to have to replace their vehicle oil and maybe rotating the tires. A lot how long it will take and that you’ll be yet because it has another 75,000 of things aren’t getting checked or sharing all the results with them. kilometers worth of life left in it they adjusted. Are you doing your customers That’s a key step in the inspection will thank you. any favours? process. You have to discuss all of the Before they leave your shop, discuss If it were your own car there’s no technician’s findings with your client. their next appointment – much like way you’d neglect regular inspecAfter all, it is information they paid to they do at the dentist’s office. This is tions and changing the essential fluids, have. Resist the temptation to just breeze a growing trend in our industry, and it like transmission, power steering, and over the work that was found. Slow the is extremely powerful. All you have to coolant. The question is, why are you process down enough to explain all the do is tell them you’ll give them a call not recommending these services to benefits of doing the work. Remember, around the time of their next service to your customers? you’re the expert in the customer’s eyes; arrange an appointment.

More importantly, perhaps, are you they look to you for advice.

Take the time to talk to your even talking to your customers about At the end of the inspection report customers, slow down the process, and the value of having their vehicles should be your price quote for having properly service the vehicle. By doing properly inspected so that minor that work done. You can break it down this you’ll be filling your service bays problems can be repaired before they by job, of course. Some services are and building a client base of customers become large problems? If not, you likely to be declined. But you want to who are confident in your recommenneed to slow the process down. Take know what each item on the inspection dations. some time with your customers to help form will cost, and you want to share them understand their vehicles. that with the customer. Why? Because Alan Beech is the owner The first step in the process is to even if they decline it right now, of Beech Motorworks in have a proper inspection procedure that you’ve planted the seed that the work Hamilton, Ont. He also has a everyone observes. Don’t just write it needs to be done, and how much it is consulting business, advising up yourself or drag one off the Internet. going to cost. shop owners on modern manGet your guys involved. You’re going Whatever work is declined or agement principles. Want to to need your technicians’ buy-in on this, deferred, make sure you have a note know more about peer groups? You can reach so start by getting their input on how a on the file so it can be brought up at Alan at alan@beechconsulting.ca. proper inspection should be conducted. their next visit. Maybe now, they’ll be They’ll tell you how much time they ready to have the work done. If you 18

CANADIAN TECHNICIAN SEPTEMBER 2013

OF THE YEAR

2013

Join Us! We’re getting ready to present the 2013 Canadian Technician of the Year Award… and you’re invited!

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Have a drink on us after the LinderTech Training Conference on Oct. 5, as we present the Canadian Technician of the Year with a brand new Snap-on diagnostic scope, a $750 gift certificate from Total Lubricants, a prize pack from Federal-Mogul, and $5,000 in cash!

Enjoy food and drinks while you network with your fellow technicians. The party starts at 4:30 p.m.

LinderTech registration is not required to attend. Just show up after work!

Hilton Garden Inn, 1870 Matheson Blvd, Mississauga, Ont.

Our winner will be one of these eight finalists. To read more about these extraordinary technicians, see “Meet Our Finalists” on page 22.

Jeremy Allen

Chris Baughman

Josh Booy

Blaine Boutin

Scotia Hyundai, River Hebert, N.S.

C.B. Automotive Bancroft, Ont.

Steve’s Automotive Woodstock, Ont.

Dyneco Automotive Edmonton, Alta.

Michael Briggs

Duke Chafe

Carl Hutman

Doug Nuspl

Grant Street Garage Ottawa, Ont.

Chester Service Centre Chester, N.S.

Get-About Auto Repairs Winnipeg, Man.

Pat Gibbons Ltd. Neilburg, Sask.

COME FOR THE TRAINING…

Full-day training experience Recognized as one of the premier training events in Canada, the 8th annual LinderTech Automotive Technical Training Conference will be held Saturday, October 5, 2013. Don’t miss these excellent sessions: ■ John Thornton, ASE certified Master Technician, will address the operation and diagnostics of Toyota’s Smart Key System, Certification ECU, oscillators, The Smart Key, Wireless door lock tuner and other service procedures in the morning session.

■ Scott Shotton, Master Technician, Master Truck Technician, A9, L1 and alternative fuels certified technician will discuss scan data analysis for drivability diagnostics, the process of elimination, streamlining your diagnostic process, code and no code diagnostics and other key diagnostic tactics.

Cost of the event is $265 plus HST. Registration includes continental breakfast, hot lunch, and a detailed LinderTech manual.

Register by filling out this form and faxing it to 416-236-1764, attention: Leah Cochrane.

Accommodations available at the Hilton Garden Inn. Call 905-361-6300 for more information.

Business Name: Business Address: City:

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AND STAY FOR THE PARTY!

Canadian Technician of the Year 2013

Meet our

finalists

Judges in our annual Canadian Technician of the Year award had a tough time making a short list… but here it is!

Twenty-nine technicians from across the country were nominated.

After two rounds of judging, eight finalists are still in the running.

And in October, one of them will be named the Canadian Technician of the Year at the LinderTech training conference in Toronto.

Given the caliber of the nominations, almost all of our judges have pointed out that it seems wrong to have only one winner. So many young men and women stood out as ambassadors for our trade, repairing Canada’s fleet of vehicles with skill, confidence, and good nature. We congratulate them all for earning a spot in our competition.

In the end, however, the Canadian Technician of the Year will be drawn from one of the following finalists:

Judges in this year’s Canadian Technician of the Year award: MEDIA JUDGES: Steve Bouchard, editor Transport Routier magazine Peter Carter, editor Today’s Trucking magazine Allan Janssen, editor Canadian Technician magazine Rolf Lockwood, vice president editorial Newcom Business Media Sarah Voigt, contributing editor, Canadian Technician magazine

INDUSTRY JUDGES:

Jeremy Allen,

Chris Baughman,

Scotia Hyundai, River Hebert, N.S. It’s all about education for one of Hyundai Canada’s top technicians. Jeremy spends plenty of time leading courses as a Carquest technical trainer, or as a substitute teacher in the automotive program at Nova Scotia Community College.

He’s been recognized a number of times by Hyundai Canada, most notably in 2011 when he was named the company’s “Technician of the Year.” He also represented Canada at the Hyundai World Skills Olympics in Korea that same year, bringing home a Superior Skills Award.

Aside from training and participating in international competitions, Jeremy stands out as a top technician because of his desire to help people.

“If their car is broken, it’s rewarding to help them get back on the road again,” he says. “That’s basically why I got into the industry in the first place. I get to do something I love to do, and help people at the same time.”

In his day-today routine, Jeremy is very conscious of how he presents himself and how he promotes the industry to the public. When he’s not training other techs, he spends his evenings as a volunteer basketball and soccer coach in his community.

C.B. Automotive, Bancroft, Ont. Fixing cars is ‘the easy part’ for Chris. Being an entrepreneur is the real challenge.

“Owning your own business is a lot of work, and it’s not as easy as some people may think,” he says. The benefits, however, are the freedom to be his own boss and to help people the best way he knows how: by reducing the stress they have about their cars.

His approach to automotive service has earned him the trust of his customers and respect from his staff. His former employee, Troy Thompson, says his old boss not only taught him to be a better technician, but also a better person.

Chris is a knowledgeable tech who’s not afraid of a challenge. He identifies electrical pinpoint diagnostics as his specialty.

“Electrical pinpoint diagnostics are a real victory at times. It’s rewarding to come to a result that you never thought would be possible given the symptoms the car has. That’s why it’s tricky, and why you have to stay up-to-date with training.”

Outside the shop, Chris continues to help the people of his community as a fire station commander at Highlands East, and as a Red Cross instructor.

22

CANADIAN TECHNICIAN SEPTEMBER 2013

Matt Armstrong – A licensed technician since 2004, he works at Sussex Corner Service Center in Sussex Corner, N.B. Rod Gillies – The owner of GillTech Auto Repair in Red Deer, Alta. since 2004, Rod has been involved in the automotive aftermarket for more than 30 years. He’s been a licensed technician since 1984.

Allan Haberman - A trainer and a diagnostic troubleshooter based in Winnipeg, Man., he is the owner of ACA Mobile Diagnostics and ACA Training.

Clara Hooper – Owner of Buny’s ’N Bugs Auto Repair in Chilliwack, B.C. She’s been involved in the automotive repair and service industry since 1997.

Dan Lazin - Licensed technician and owner of Advanced Automotive in Cambridge, Ont., which he started in 1982.

Matt Martel – Licensed technician and owner of Lebrun Service Centre in Ottawa, Ont. He’s been involved in the automotive repair and service industry since 2000.

Michael Smith - Technical writer for CPCPA in Montreal, Que., which develops training courses for automotive technicians. He worked as an automotive technician for 10 years.

S H O C KS & S T R U T S

Josh Booy, Steve’s Automotive, Woodstock, Ont. If Josh can’t find the right tool to fix the car at hand, he’s apt to build it himself.

The 27-year-old licensed tech has been known to take soldering iron in hand to solve recurring problems with some store-bought circuitry and scrap metal. It’s that kind of resourcefulness that

led his brothers, Derek and Dave, to nominate him as the Canadian Technician of the Year.

Josh enjoys taking as many training courses as he can – even if that means spending his own money.

“I hate being beaten by a car,” he says. “I worked on a farm once and the farmer fixed all his own tools and vehicles. His motto was, ‘If a man made it, a man can fix it.’ And that really stuck with me.”

In his work as a youth leader at a local church, Josh tries to inspire the next generation of technicians.

“A few kids have shown an interest in the trades, and I try to encourage them,” he says. “Not every kid will thrive in university. Some are perfectly suited to a skilled trade. I try to get them excited about that.”

Clearly, his excitement about the trade is infectious!

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Blaine Boutin, Dyneco Automotive, Edmonton, Alta.

Blaine Boutin thinks he was born to fix cars.

“I’m passionate about this trade,” he says. “I know there are a lot of negative things that have been said about it. It’s expensive to get into, and our image isn’t the best. But the truth is you can still make a decent living at it, conditions are a lot better than they used to be, it’s fun, and you’re dealing with interesting stuff. It’s definitely not boring!”

Through the years, he’s risen through the ranks, and he now supervises four licensed techs and two apprentices. He’s so strong at drivability diagnostics that many say he just doesn’t get stumped!

“I call myself a fireman because I have to put out a lot of fires,” he laughs. “Everyone gets humbled now

Michael Briggs, Grant Street Garage, Ottawa, Ont. Michael Briggs knows that a good customer experience is the key to success.

That’s what he’s learned during the last 16 years at Grant Street Garage in Ottawa.

“For me, helping the customers is very important,” he says. “We’re on a first name basis with

and then. Part of my job is to go over and help figure out why a job’s hung up. I have to keep things rolling.”

Blaine is helping to lead the industry forward by working with the Provincial Apprenticeship Committee, which recently rewrote the apprenticeship curriculum. Working with apprentices is something he really enjoys. “I want to see these guys succeed,” he says.

about 85 percent of our customers here. When you take that extra mile to talk to them, it really means a lot to people. They’re not just a number; they have a name and they mean something to us.”

The friendly atmosphere of his family’s business is what draws new customers in, and Mike’s professional attitude and technical knowledge is what keeps them coming back. In the shop, he’s considered a good all-round technician who isn’t afraid to take on the jobs that have other techs stumped. Just like his father and his grandfather, he uses his mechanical talents to help people.

Mike is a father himself now, with two young children, and for the last five years he’s been a volunteer firefighter.

“I’ve always been the type of person to help out. As a firefighter I’ve had good calls and bad calls, but in the end, I really love my community.”

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SEPTEMBER 1 O C T O B E R 31 , 2 013 © 2013 Tenneco

SEPTEMBER 2013 CANADIAN TECHNICIAN

23

Duke Chafe, Chester Service Centre, Chester, N.S. For Duke Chafe, the best part of his job at Chester Service Centre is the challenge.

“Everyday is something different, and that’s what makes it interesting,” explains the 55-year old technician.

Only a few years ago, life presented its own challenges for Duke, when he was diagnosed with Hodgkin’s Lymphoma. To the surprise of his family and co-workers, Duke continued to work each day during his treatment. Despite his condition, he

Carl Hutman, Get-About Auto Repairs, Winnipeg, Man After working for other people for years, Carl had a small epiphany.

stayed dedicated to his job, and his community.

For over 30 years, Duke has been a volunteer firefighter, and for the last nine years he has been the fire chief in his hometown of Chester, N.S. The same dedication that kept him working throughout his battle with cancer earned him a ticket to Ottawa in 2012, where he was presented with a Queen’s Diamond Jubilee Award.

When Duke’s not working at Chester Service Centre or responding to fire calls, you may see him cruising the streets of Chester in his 1978 Camaro Z28. With a few modifications, it is almost identical “One day I just figured if I could do it for them, I could do it on my own,” he says.

And it turns out he was right! He started GetAbout Repairs and has never looked back.

He says he’s fortunate that automotive repair comes fairly easy to him.

“Yes, the technology gets more complicated and takes more time to diagnose, but it’s all the same underlying principles,” he says. “If you have a good understanding of the automotive trade and electronics, you’re not going to get lost.”

He’s still involved with Red River College where he first learned his trade. These days he advises on the auto repair diploma, giving his thoughts whenever

to the car he owned when he was a teenager, and he’ll proudly show it off to anyone who asks.

Red River wants to modifies the program. In fact, last year he also won an award in recognition of outstanding contribution to Manitoba Apprenticeship training.

“After 30 years in the automotive industry, I still really enjoy the work,” he says. “The automotive industry is a great trade to work in and I’ll continue to promote it wherever I go.”

Doug Nuspl, Pat Gibbons Ltd., Neilburg, Sask.

It’s fair to say Doug Nuspl is a specialist on Fords.

He’s been working at the same Ford dealership since he graduated from Saskatoon’s Kelsey College – now the Saskatchewan Institute of Applied Science and Technology.

That was in 1981… and the 50-year-old tech is still learning!

“It makes life a little easier working on the same cars all the time,” he says, “but there’s still a lot of variety in what you do. It seems like you never see the same problem twice.”

To keep up to date on new technology, he’s on the Ford Technician Message Board “a fair little bit” filing away bits of information for future use.

He says he enjoys seeing the new automotive technology as it comes out.

“I like to see the new ideas that someone can dream up,” he says.

Doug has earned Master Technician status at Ford and was the 2010 Western Canada winner of the annual “Fix It Right the First Time” award – the first time they offered that to technicians.

He used to serve the community as a volunteer ambulance attendant, and fireman. These days he volunteers with the local recreation board.

24

CANADIAN TECHNICIAN SEPTEMBER 2013

TIRE TROUBLES Years after the industry redefined how tires should be repaired, some shops still haven’t fallen in line

By Sarah Voigt When a customer comes in with a punctured tire, you have two options: fix it properly with an internal patchplug, or quickly fix it the old-fashioned way with an external plug.

It may seem like a no-brainer, but you’d be surprised by how many shops are still choosing option number two.

Using only an external plug is not only an outdated method; it’s incorrect according to the Rubber Manufacturers Association.

If you still think there’s no true “right” way to fix a tire, a $22.8 million settlement in Arizona may have you thinking otherwise.

Following a fatal accident on a Ford E350, a jury ruled that an improper tire repair was the cause. The Ford dealership that did the repair used an external plug, and failed to adhere to the industry standards of tire repair.

The vehicle owner should have paid no more than $50 for the repair job – but it ended up costing a lot more than that, paid in human suffering.

The problem with using an external plug is that the repair remains incomplete. Without removing the wheel from the car, and removing the tire from the rim you can’t see how damaged the tire actually is, and you can’t guarantee a proper seal.

So what are the industry standards of repairing a tire? Here are the crucial steps that must be taken to ensure the

26

CANADIAN TECHNICIAN SEPTEMBER 2013

tire is repaired properly and safely, and your customer leaves happy.

1. Remove the tire from the vehicle.

A proper repair cannot be done while the tire is still on the vehicle.

2. Locate the leak. If the puncturing object is still in the tire, remove it.

3. Remove the tire from the rim and inspect both thoroughly. You should be looking for damage to the sidewalls, structural damage to the tire from running flat, corrosion on the rim around the bead seal, and damage to the rim from the incident. Check the tread wear of all four tires to make sure the tires have enough life left. If the tire and rim are free of further damage, and they’re still in safe condition, continue with the repair and advise the customer that an internal patch-plug will be needed.

4. Ream out the puncture to clean it out. This will smooth out the inside of the hole and remove any debris or corrosion of the inner lining.

5. Clean the rubber around the puncture.

6. Apply a small amount of vulcanizing cement to the patch-plug and the punctured area.

7. Force the plug portion of the patch-plug into the hole from the inside out. Pull it from the outside to make sure the patch is tight to

the inner lining. Cut off the excess.

8. Remove uneven rust build-up on the rim. If there is excessive rust, inspect the other four tires. You may want to recommend they have the other three tires re-sealed as well if bead leaks are apparent.

9. Mount the tire back onto the rim, using a liquid bead sealant to ensure proper adhesion.

10. Inflate the tire and re-inspect the patch-plug to ensure it is sealed and the tire is holding pressure.

11. Install the tire back on the car.

You may want to take this opportunity to inspect the brakes, steering and suspension components as well.

12. Tighten and torque the wheel to the proper manufacturer’s specification.

If you’re fixing tires the old-fashioned way, the chances of the customer coming back are likely. Or, even more likely, they’ll take the tire somewhere else to have it repaired properly. If you’re not removing the wheel from the car, and removing the tire from the rim, you’re also missing out on the potential to sell other work that may be there.

Be familiar with the proper procedure, and make sure your technicians are as well. An incorrect tire repair may get the customer in and out quickly, but with safety and customer retention in mind, it’s just not worth the risk!

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Check out the uneven thickness of the casting on this white box rotor. The two sides should be of equal thickness – or pretty darned close! The issue is that with such a variation in thickness, different expansion rates will lead to warping and a vibrating pedal.

ised m o r p m ause co c n a c s shop rt d a e p c u e d k ion, re t box bra a r e t t s i u h r f W ers. nician m h o c t e s t u , c fety tisfied a s s i road sa d y d deepl n a , s t profi

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By Jeff Taylor Here is a high-quality rotor. Notice the equal amounts of material on the rotor. Both sides of the casting are equal.

This is a white-box brake drum that shows very poor machining. We installed these today and then had to do the job over, because they made so much noise!

The groove actually picks the shoe off the backing plate and makes a terrible sound. You should not be able to feel the machine marks with your fingernail.

28

CANADIAN TECHNICIAN SEPTEMBER 2013

We’ve all experienced this before: a car comes with front brakes that are steel on steel. It clearly needs both pads and rotors, but the customer tells your service advisor that he doesn’t plan to keep the car long. In fact, he only needs it so he can drive around town looking for a new car. He wants the cheapest job possible. No premium parts. No extras. This car will be in the scrap pile within a week. Promise!

Now, it’s possible that he really is planning to get rid of the vehicle. But we all know that most of the time these stories are just that: stories. In reality, he’s probably going to continue driving that vehicle for many years.

The counter staff don’t want to lose the job, however, so they try to keep the price down by offering a cheaper line of brake parts. Heaven forbid, they might even suggest a “white box” alternative. That’ll keep the car going until the customer finds another vehicle, they say.

The dreaded white box makes its appearance. Suddenly you’re stuck doing an important safety-related job using ill-fitting, poorly designed, cheap parts.

What everyone involved in this situation should know is

that white box parts are never a good idea. In fact, they can be the start of a slippery slope that ends in compromised road safety, technician frustration, reduced shop profits, and a deeply dissatisfied customer.

It’s true that many name-brand brake companies and OE suppliers manufacture a second line of brake parts that are perfectly suited for your cost-conscious customers. These parts still meet or exceed the original specifications, but they’re made and sold at a lower cost.

the braking system of the vehicle. It’s a safety component and its performance is critical.

Cheap ignition coils that cause an engine misfire are an annoyance.

Crappy brake pads that take three or four times the brake force to stop a vehicle are a safety hazard.

Cheap rotors are cheap for a reason.

surface finish to allow even the best quality pads to burnish into.

All of these can have serious ramifications during braking – especially in emergency situations at high speeds.

! ! d d a a B B g g n n i i k s

There are many legitimate ways to accomplish this – including changing the pad composition from the higher-cost ceramic to a lower-cost metallic compound. In most cases, the customer will be satisfied with the result. The brakes stop the same; they’re safe; and you’re still selling them a name-brand product. Sure, the customer might have issues with noises or brake dust or a shorter service life, but I think they understand that’s the trade-off when they choose to go with a second line.

The white box part, on the other hand, is not even in the same ball park as quality products.

At first glance they may look and feel just like the OE part. But, under closer inspection, it quickly becomes apparent that they are woefully inadequate.

The issues that cheap, poor or inferior quality parts can cause are vast.

And remember, we’re talking about

s s s s

s s

s

They may not use the correct steel or aluminum composition that the OE design required.

They may not fit on the hub correctly.

They might lack the proper machining and alignment fixture holes.

Most may not have the screw holes that allow you to remove the rotor after it has rusted in place.

The mass of the rotor could also be very different. For example, the OE rotor might weigh 20 lb., while the cheap replacement barely tips the scale at 17-1/2 lb. It’s missing significant mass that was intended to help to dissipate heat.

The surface may be significantly thinner or be very uneven.

The cooling fins or vanes may not come all the way to the edge of the rotor, or will be sunken inside the edges to reduce the amount of material needed in the manufacturing process.

They may not have an adequate

Take the surface thickness issue for example. A thin surface probably wouldn’t be a problem in light braking applications. But in a hard stop on a highway or when the vehicle is loaded, a lot of heat is generated.

Surface areas of different thickness absorb heat at very different rates. They also expand at a different rate. Too thin, and the result will be a warped rotor and a new vibration issue.

(This can also happen if surface areas vary due to poor machining of rotors during brake servicing – something that is quickly going away because modern rotors don’t generally get machined very much any more.)

Cheaper brake materials can also cause excessive brake pedal travel and fade after a number of hard stops. Yes there are specs for brake pedal travel.

The FMVSS (Federal Motor Vehicle Safety Standards) test in the U.S. provides actual data for the amount of travel that is allowed on the second hot stop. If the pedal travel is too much or the fluid displacement is different from what the OE engineers designed, it could cause ABS or vehicle stability control issues. Either way, stopping distance could be much longer and it could require more force to get the

SEPTEMBER 2013 CANADIAN TECHNICIAN

29

same stop as the OE or aftermarket pad provides.

The customer might also complain about brake smell, due to inferior bonding agents and glues.

Delamination due to poor bonding and cheap glues can cause the pedal to go right to the floor and that’s not something anybody wants to happen.

Other areas that can be made cheaper are the fit Hologram security seal on packaging and finish and corrosion to stop cheap imitations. These were resistance. This can result hard to duplicate at one time. in unwanted noise.

Even the type of paint or coating that is applied to the metal backing plate could be an issue. If it’s not designed to handle the heat it could catch fire.

The brake pad material could even be made of hazardous materials – the kind that can harm the environment or affect the heath of the installer. Brake material shouldn’t contain antimony compounds, chromium, cadmium, lead, asbestos, or other carcinogens. Copper content is now being regulated as well as it is known to affect water quality.

When a white box part comes back due to poor performance, that’s one thing. But what’s going on when name-brand parts come back with obvious – even egregious – problems? It could be that we’ve been the victims of an unscrupulous counterfeit operation.

This is arguably an even bigger issue for us, as techs. There have been a number of documented cases where counterfeit brake parts have led to death and injury.

Counterfeit brake pads have been made out of compressed wood chips, grass, kitty litter, and even sawdust. These cases are extreme but the problem is very real.

This past February a three-year investigation by the FBI led to the arrest of a number of people, after a raid on three different warehouses in New Jersey and New York. Those involved in this case were repackaging cheap no-name parts into quality aftermarket and OEM branded part boxes they were printing.

These guys were charged with internationally trafficking the stickers, badges, wrappers, and tags used to identify aftermarket and OEM brands – making it next-to-impossible for the average technician or shop owner to detect.

Some of these products actually ended up being sold to distributors and, ultimately, to the public.

Most of the major OE and large aftermarket companies are trying very hard to address situations like this but counterfeit goods keep coming in from developing countries by the container load. They’re often made in places that have little regard for the environment or workers. Children are often forced to work long hours with little pay to make these 30

CANADIAN TECHNICIAN SEPTEMBER 2013

products.

These criminals want to maximize their profits… and they do a pretty good job of it. Counterfeit brake parts alone are estimated to be sucking $4 billion out of the U.S. market.

One of the newest tools to foil counterfeiters is the use of RFID (radio frequency identification tags). But as the cost of RFID technology continues to drop, counterfeiters may soon be able to defeat it too.

One of the easiest ways to spot a fraud is still to examine the packaging very closely. Look for the security features that major manufacturers use to distinguish real parts from counterfeits. Are there any spelling errors? Does the company’s logo look different?

Another way is to look at the edge code on brake pads and shoes. This unique ID number allows the brake material to be identified, and traced back to the manufacturer. Look up edge codes at the website of the Automotive Manufacturers Equipment Compliance Agency (www.ameca.org). But remember edge codes aren’t foolproof either. The information could be copied.

If nothing else, make sure you take a careful look at the

Check the edge codes on the products you install.

product itself before you install it. What does the casting look like? How does it fit? Is it substantially lighter than it should be?

Does the material look right? Common sense goes a long way!

Brakes are a crucial part of a vehicle, and their importance cannot be understated. We need to sell and install good-quality, reputable parts from well-known operations and suppliers.

Yes, costs and prices can be an issue in the day-to-day operations of our shops. But if you’re looking to cut costs and keep the complaints and comebacks to a minimum, brake parts shouldn’t be bought on the cheap.

Jeff Taylor is lead technician at Eccles Auto Service in Dundas, Ont.

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PRODUCT CENTRAL Belts and hose Veyance Technologies, Inc., manufacturer of Goodyear Engineered Products and Gatorback power transmission belts, has added 83 new part numbers to its automotive aftermarket and heavy duty product lines. The latest additions provide even more extensive vehicle coverage for some of the brand’s most popular products, including 35 new molded radiator hoses, 14 lined clamps, 6 timing belt kits with water pumps, and 2 clam shell packaged hoses, tinyurl.com/ct-prod-528

Brake formulations Wagner Brake Products says it has made a breakthrough in low-copper automotive brake friction technology that has resulted in the brand’s best-ever levels of stopping power, noise control and fade resistance.

Wagner says the OE21ceramic formulations meet the requirements of impending environmental restrictions and provide across-the-board improvements in performance, NVH control, durability and dusting characteristics. The new formulations are said to offer 15 percent greater stopping power and are 35 percent quieter, on average, than previous Wagner ThermoQuiet CeramicNXT formulations. tinyurl.com/ct-prod-524

Low-profile socket set Expansion tank service kit Standard Motor Products, Inc. has released a new TechSmart Tech Session that features the TechSmart line of expansion tank service kits, providing useful information for this growing product category. The new video, as well as the entire Tech Session video series, is available on YouTube and Facebook. Standard offers 25 TechSmart expansion tank service kits for the most popular European applications. tinyurl.com/ct-prod-527

Diesel Electronic Unit Injector Delphi Product & Service Solutions has announced the expansion of its global E3 Diesel Electronic Unit Injector (EUI) repair solution for high performance, heavy-duty applications. The product expansion will provide Delphi’s authorized repair network the potential service opportunity of more than seven million injectors for a wide range of Volvo, Mack, Hyundai, Volvo Penta, Renault and Nissan on- and off-highway applications. tinyurl.com/ct-prod-526

Snap-on’s new Six-Piece 1/4inch Drive Inverted Torx Low Profile Socket Set (106RTLE) has been designed to allow the greatest access to fasteners in tight quarters. The company describes the 106RTLE as the perfect solution for under-dash or cramped quarters on tight applications on European vehicles such as BMW and Mercedes and those found on Ford, Jaguar and GM vehicles. It features bolt clearance through hole, special alloy steel construction and nickel/chrome plating to protect against corrosion. tinyurl.com/ct-prod-522

Remanufactured diesel injectors Delphi Product & Service Solutions has added 73 remanufactured diesel injectors to cover more than two million light-, medium- and heavy-duty vehicles from 1985 to 2010. In addition, 16 remanufactured injection pumps cover more than 1.4 million light-duty vehicles from 1989-2005. During remanufacture, all critical components and worn-out or non-functioning parts are replaced with new parts, and each injector is reassembled and tested to OE standards. tinyurl.com/ct-prod-521

Forged hammers OTC has unveiled a new line of hammers for tire service and industrial applications. The line, dubbed Best Forged Hammers, features an indestructible steel rod core rubber handle and drop-forged, induction-hardened head for extended life.

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Import parts Standard Motor Products has added 388 new part numbers to its Standard brand and Intermotor line of import parts. The line expansion features over 150 new switches including multi-function, combination, cruise control, hazard warning, power seat memory, torque converter lock-up, and more, covering greater than 78 million additional VIO. SMP has also added significant coverage for clone-able TPMS sensors, airbag clocksprings, camshaft and crankshaft sensors, ABS speed sensors, exhaust gas temperature sensors, EGR control solenoids, ignition coils and power door lock actuators. tinyurl.com/ct-prod-519 SEPTEMBER 2013 CANADIAN TECHNICIAN

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PRODUCT CENTRAL Spray grease

Four-post alignment lift Timing belts Dayco Products has released three new product categories in its timing belt product line. The company is now offering Water Pump Kits with Seals, Timing Belt Kits with Seals, and Timing Seal Kits. These three kits are in addition to Dayco’s current timing product offerings and Dayco will continue to offer Timing Belt Kits and Water Pump Kits without seals. Depending on the application, kits may include a timing belt, balance shaft belt, tensioners, pulleys, hydraulic tensioners, water pumps, gaskets and with this addition, seals. tinyurl.com/ct-prod-518

Rotary Lift describes its new AR18 fourpost alignment lift as one of its most versatile products, easily adaptable to meet the needs of car dealers, truck dealers, independent repair shops, and mixed fleets. It features two stainless steel turning radius gauges for use when performing alignments and is compatible with all brands and types of alignment instrumentation.

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Amsoil Inc. has introduced a new Spray Grease, designed to effectively reduce friction and wear while keeping components running clean and trouble-free for outstanding performance and long life. Its quick, convenient spray enables users to grease hard-to-reach spaces while reducing the amount of mess. Amsoil Spray Grease may be used on hinges, latches, overhead door tracks, nuts, bolts, and any other pivot point or external moving part. tinyurl.com/ct-prod-502

Gas-charged lift supports Tenneco has announced a significant expansion of its Monroe Max-Lift line of gascharged lift supports, increasing the number of available SKUs from 288 to more than 500. Monroe MaxLift lift supports are designed to enable automotive professionals and vehicle owners to restore the like-new operation of trunk lids, hoods, hatches and more. Each support is engineered to provide smooth operation and long life. tinyurl.com/ct-prod-483

Adjustable adapters Forward’s most popular lifts can now be fitted with optional adjustable frame-contact adapters. These adapters provide fine adjustment capabilities to better reach manufacturer-recommended lifting points, including situations where the lift is installed on an uneven floor. The new accessory is compatible with the Forward Lift DP10A, DP10S and I10 two-post lifts and fits into any of the height extensions provided with those models. tinyurl.com/ct-prod-475 34

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continued from page 38

“Hmm, where have I heard that before?”

He glared at me. “Never mind. Just get rid of that noise!”

Tooner smirked when I handed him the keys. “Old Grumpy finally give in, eh? About time. Sam doesn’t deserve that kind of treatment.”

“Just take a spin,” I suggested. “Maybe this’ll be a quick fix once you hear the sound yourself.”

Tooner was back a few minutes later. “Well, I can understand all the gripin’,” he said. “That’s one heck of a noise.”

We put the van up on our four-post hoist and bounced it every which way but loose. But we found and heard nothing.

“I’ve been thinking about Herk’s fantastic deal,” puffed Tooner. “I’ll betcha the dealer got stumped by this noise problem, too. That’s why they sold it with no warranty.”

“There’s an old saying,” I said. “The best way to lose a problem is to make it someone else’s.”

Tooner squared his shoulders. “Well, it’s our problem now.

Can’t let Sam suffer through this any longer.” He grabbed the trouble light and began looking things over once more. “So where do we start? New shocks?”

“Not so fast,” I cautioned. “Let me call Spoke Lee. If anybody’s run across this before, it’ll be him.”

Over at the alignment shop, Spoke sounded hopeful. “It rings a bell,” he mused. “Let me dig through my files.”

Soon my fax machine was humming. “Looks like Spoke found something.” I picked up the sheet of paper and skimmed over it. “It’s a bulletin from GM: PIT3323E, and it describes this condition perfectly.”

Tooner’s eyebrows shot up as he read it. “Well, would you look at that! If no problems are found with the rear suspension components after thorough diagnosis, replace the rear trailing arm bushings and retest. Note: A visual inspection of the rear trailing arm bushings may show no fault.” He scratched his chin. “Imagine that, the ol’ General telling us to replace something that don’t look broke.”

New trailing arm bushings indeed solved the problem, and Sam was pleased when she came by the next morning to pick up the van.

“Glad to see you’re up and around,” I said. “Was it the 24-hour flu bug?”

Sam grinned mischievously. “Not the flu bug. It was the I’m-not-driving-this-until-it’s-fixed bug.” She grabbed the keys and headed out the door. “Herk’s not so bad,” she said over her shoulder. “You just have to know how to deal with him.”

Auto Value ............................................19 Contact Local Representative

Bars Products – Rislone ......................12 www.rislone.ca

Blue Streak-Hygrade.............................. 3 www.bluestreak.ca

Cardone Industries ..............................32 www.cardone.com

Federal Mogul - Moog .........................27 www.moogproblemsolver.com

Goodyear ..............................................16 www.goodyearep.com 888-275-4397 Havoline ...............................................25 www.havoline.com

Imperial Oil – Mobil .............................39 www.mobil.ca 800-567-3776 KYB America ...................................... 4, 5 www.kyb.com

Mitchell 1 .............................................31 www.mitchell1.com

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ProMax Auto Parts Depot....................10 www.autopartsdepot.ca 1-866-573-9889 Shell .....................................................36 www.shell.ca

Snap-On Tools of Canada ...................... 2 www.snapon.com 1-800-734-2676 Tenneco Automotive .......................9, 23 Monroe - www.monroe.com

Tenneco Automotive ...........................13 Walker - www.walkerexhaust.com

Rick Cogbill Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. You can read more Car Side adventures in his book “A Fine Day for a Drive” available at www.thecarside.com.

Valvoline...............................................15 www.valvoline.com 1-800-TEAM-VAL WorldPac................................. 24, 34, 40 www.worldpac.ca 800-463-8749 SEPTEMBER 2013 CANADIAN TECHNICIAN

37

The Car Side

By Rick Cogbill

Deal or no deal The suspension in Sam’s new ride is not only insufferable… it’s vexing!

I closed the hood of the small pickup.

“I’m afraid she’s toast, Herk. That connecting rod is about to come through the side of the block.”

The owner of Herkle’s Auto Parts grimaced. “Will it last until Sam finishes her afternoon run?”

The battered delivery vehicle sagged to one side on its tired springs. “I wouldn’t drive this out of the parking lot.” I removed my cap. “It’s time to bury this thing. Would you like me to say a few words?”

“Very funny.” Herk sighed. “Call Dutchy to come tow it away. I’m going car shopping.”

The next morning Samantha pulled up in a stripped-out cargo version of a 2007 Chevrolet Uplander minivan. Herkle’s Auto Parts had been hastily scribbled on the side with a black marker. I was surprised; it wasn’t like Herk to spend money so quickly. Sam powered down her window. “Like my new ride?”

38

CANADIAN TECHNICIAN SEPTEMBER 2013

I walked around the van with a critical eye. “It’s not new, but it looks serviceable. Where’d it come from?”

“Don’t know. Herk says he got a deal, but I’m not so sure. There’s a horrible clunk when I go over bumps.” She looked at her watch. “Gotta run. Can I bring it by tomorrow to check out that noise?”

“Sure thing.”

Half an hour later, the phone rang; it was Herk himself. “Just disregard that appointment Sam made,” he said gruffly. “I ain’t spending money on that van ’til it starts paying for itself.”

“I wondered about that,” I said.

“You just bought this, so why don’t you take it back for warranty?”

Herk was silent for a moment. “Fact is, the dealer gave me a smoking deal.”

“Meaning…?”

“Meaning there ain’t no warranty. It was ‘as is’ and ‘where is!’”

That explained a few things. Herk said he’d let me know if and when he

wanted to look into the noise problem.

He preferred to blame it on Sam’s driving habits, except we all knew how good a driver Samantha was.

Over the next few weeks, our usually cheerful delivery girl became quite grumpy. “It’s like the muffler is slapping the floor,” she complained.

“It’s driving me nuts!”

We did a quick undercar inspection on the sly, but we couldn’t spot anything loose or broken. “Sorry, Sam, but we’ll have to wait until your boss gives us the green light to go any further.”

But Herk refused to pursue it. That is, until Sam called in sick one day and Herk had to make his own deliveries.

Halfway through the morning, he came roaring into my parking lot, his eyes bulging and his wispy hair sticking straight out. “Shambles, this thing’s a disaster! It’s like the muffler’s slapping the floor or somethin’!” continued on page 37

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No purchase necessary. Contest begins on September 3, 2013 at 9:00 AM Mountain Time (“MTâ€?) and closes on November 29, 2013 at 11:59 PM MT. To enter, you must be a resident of Canada, 21 years of age or older and a registered Installer (no later than 11:59 PM MT November 15, 2013), registered Employee of an Installer, or Branded Distributor. The following prizes are available to be won: 2 Installer Location Grand Prizes, each consisting of a $1,500 break room package; 2 Branded Distributor Grand Prizes, each consisting of a $500 Cdn travel voucher; 1 Employee Grand Prize consisting of a trip for two to either Los Angeles, California, or Miami, Florida, USA to participate in a Dream Car Tour with a total approximate retail trip value of $5,500 Cdn; and 77 Employee weekly prizes consisting of gift cards each valued at $150 Cdn (7 prizes to be awarded each week of the Contest Period) with a total retail value of $11,550 Cdn for all weekly prizes. Skill-testing question required. For complete contest rules, prize descriptions and entry details, visit retailers.winwithmobil.ca. Š 2013 Imperial 2LO 0RELO 0RELO 'HOYDF DQG (VVR DUH WUDGHPDUNV RU UHJLVWHUHG WUDGHPDUNV RI ([[RQ 0RELO &RUSRUDWLRQ ,PSHULDO 2LO /LPLWHG RU RQH RI WKHLU DIĂ€ OLDWHV 2WKHU WUDGHPDUNV DQG SURGXFW names used herein are the property of their respective owners. NASCARÂŽ is a registered trademark of The National Association of Stock Car Auto Racing, Inc.