On The Hook - CARS Magazine

The credit card was no good
and now you’re
On The Hook
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Celebrating
the trades
Skills Canada
competition draws
thousands
of students
How to protect yourself…
and your business
Visibility goes
high-tech
Some wiper problems can
trigger trouble codes.
Are you ready with a scan tool?
JULY/AUGUST 2014
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contents
Canadian Technician – July-August 2014 – Vol. 19 No. 5
FEATURES
On the hook.......................................................................20
Credit card fraud hits Canadian service auto repair shops
with frightening regularity. Here’s how to protect your
business from the devastating impact.
Ready for high-tech wiper motors? ..................................22
The use of local interconnect networks in wiper systems
means it may sometimes be necessary to use a scan tool
when you’re changing out a wiper motor.
COLUMNISTS
It’s Your Turn by Bob Ward................................................... 15
Collective Wisdom by Alan Beech ...................................... 16
22
The Car Side by Rick Cogbill ................................................ 30
30
DEPARTMENTS
Service Notes .................................................. 5
EyeSpy ............................................................. 7
Letters .............................................................. 7
Out & About ..................................................... 9
By the Numbers ............................................12
Products.........................................................26
Ad Index .........................................................29
Our new
international
calling card.
by
www.bluestreak.ca
JULY/AUGUST 2014 CANADIAN TECHNICIAN
3
SERVICE NOTES
CANADIAN
Window shopping for a career
In times of economic instability, skilled trades have
become an attractive alternative.
VOLUME 19
NUMBER 5
By Allan Janssen
451 Attwell Drive, Toronto, Ont. M9W 5C4
British Columbia has taken a big step
toward supporting skilled trades in the
workforce.
A new 52-page report from WorkBC
– the provincial body that matches
workers to work opportunities – promises
to re-engineer education and training
to give students the kind of skills that
today’s jobs demand. Twenty years ago
that might have been code for a greater
emphasis on academics, university placements and white-collar careers.
These days, it means promoting
skilled trades.
According to B.C. Premier Christy
Clark, the province expects a million job
openings over the next eight years, and
filling them will be a significant challenge.
“The foundation for our growing
economy is a skilled workforce,” she
writes in the foreword to the new Skills
For Jobs Blueprint.
According to the plan, young students
will learn about job opportunities earlier,
and have better access to hands-on
training so they can decide where to
focus their energy. There will also be
more scholarships and grants for skilled
trades and the province will work even
closer with industry on apprenticeships.
Art Wilderman, executive director of
the Canadian Independent Automotive
Association, says the implications are “huge”
for the skilled trades in that province.
“The review that we helped push
for is indicating a shift in funding, away
from the academic focus of the past to a
trades focus,” he says.
Well, it certainly looks like the
province is off to a strong start.
British Columbia is not the only
provincial government to acknowledge
the value of skilled trades. Across the
country, praise of skilled trades has
become a common refrain among politicians. Whenever governments talk about
job creation and economic prosperity,
traditional blue-collar jobs are a signif-
icant consideration.
It would appear that the bombardment
of advertising in recent years aimed at
steering young people into trade schools
has truly moved the needle. Skilled
trades have become sexy. It’s about time!
As anyone who has been to a Skills
Canada competition can tell you, there’s
palpable excitement among students
about the opportunity for creativity,
fulfillment, and wage security in jobs
that involve design, construction, fabrication, and mechanics.
I spent an afternoon at the most recent
Skills Canada national competition.
This was no small affair. It filled several
halls in the massive International Centre
conference facility in Toronto. Quite
frankly, it was difficult to negotiate the
aisles, plugged as they were with excited
students window-shopping for a job.
They’re eager to work with their hands,
to build a career, if not a life.
It’s a welcome change from the
decades when academics were prized
above practical skills, and universities
were the default destination for graduating high-school students.
More and more students are giving
trade school a chance. Skilled trades
have captured their attention. Now we
have to make our industry even more
welcoming.
If you don’t have any apprentices,
consider what they might bring to your
business. Workforce stability if nothing
else.
If you do have apprentices, I hope
you’re encouraging them, actively
teaching them, and working with them
to help them achieve their goals.
Let’s take advantage of the new
attitude toward skilled trades and make
these eager young workers comfortable in
our world.
EDITOR
Allan Janssen
[email protected]
(416) 614-5814
CONTRIBUTING EDITOR
Sarah Voigt
[email protected]
PUBLISHER
Joe Glionna
[email protected]
(416) 614-5805
CIRCULATION MANAGER
Lilianna Kantor
[email protected]
(416) 614-5815
DESIGN & PRODUCTION
Tim Norton
[email protected]
(416) 614-5810
GENERAL MANAGER
Joe Glionna
PRESIDENT
Jim Glionna
PUBLISHED BY
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Toronto, Ont. M9W 5C4
Canadian Technician is published six times a year by Newcom Business Media, Inc., 451
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I want to hear what you think. You can
reach me at [email protected]
JULY/AUGUST 2014 CANADIAN TECHNICIAN
5
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LETTERS
EYE
SPY
Roasting on
an open brake
LAW SAYS YOU’RE
RESPONSIBLE FOR
CUSTOMER’S CAR
Concerning your “Key Drop-off” web
story (www.tinyurl.com/ct-keydrop), when
a person (the ‘bailee’) acquires temporary
possession of a chattel by arrangement with
the owner, the bailee is liable for damage
done to goods while in his or her possession. In this case, the dealership accepted
the temporary possession of the vehicle
by accepting the keys into a night drop
box. Accordingly, the dealership is liable
for the keys being taken and the vehicle
stolen.
Paul Eberth
Maskwacis, Alta.
STAY CURRENT TO ANSWER
CUSTOMER QUESTIONS
Regarding Terry Elm’s web story about
the growing use of ethanol in motor
vehicles (www.tinyurl.com/ct-terryelm), I
know that Terry is a true asset to our
service industry. It’s especially noteworthy to read his comments about the
recent National Ethanol Conference.
Technicians who read his article should
stop and answer his question: Will you
be ready – and certified – to answer
your customers’ car questions properly?
Bobby Likis
Bobby Likis Car Clinic
Pensacola, Fla.
Daniel Palmieri, a technician
at Woodbridge Toyota in Woodbridge, Ont., found the source of
“severe brake howling” when he
pulled the wheels off this brand
new 2014 Corolla. It seems a
squirrel found a great place
to hide one of its chestnuts –
wedged between the caliper
carrier and the rotor hub. Thanks
to parts and service fixed operations manager Julio Savarino for
sending in the photo.
Have an interesting picture to share? Email a high-resolution image to:
[email protected]
ONGOING TRAINING
WOULD BENEFIT
ENTIRE INDUSTRY
Thank you! Your March editorial
(“Mutually Assured Success,” Service
Notes, March 2014) was music to my
ears – especially when you said, “I
hope we’ll see the day when repair
shops associations and warehouse
distributors work together, pooling
their resources, to create a unified
system of ongoing training and accreditation.” That is a concept I’ve
been working towards for years but
there is huge push back. Do the
math. If as little as one quarter to one
half of one percent of Canadian sales
from WDs and parts manufacturers
went to a group like AIA Canada
to be managed for the benefit of the
entire industry, we’d have a program
that would truly move our sector to
the highest level.
Bob Greenwood
Automotive Aftermarket E-Learning Centre
Abbotsford, B.C.
MAKING THE CASE FOR
ONGOING TRAINING
I enjoyed your editorial regarding
the relationship of jobbers and train-
ing sources (March 2014). As ACDelco’s district sales and service manager
in the territory of British Columbia,
I’m responsible for ACDelco’s training efforts in B.C. I can tell you that
the issues you identify certainly hold
true here. The shops that belong to
the ACDelco program have access
to about 400 courses that can be
accessed online and in person at instructor-led courses, but they’re very
much under-utilized. Your editorial
is a good discussion talking point in
the case for training.
Eric Sifton
ACDelco DSSM
British Columbia
TECHNICIAN DAMAGE OFTEN
FALSELY REPORTED AS
DEFECTIVE PART
I read your article about quality control
with great interest (“How Good Is That
Part?” March 2014). I have a deal with a
couple of manufacturers. They give me
their returned products for inspection. I
can tell you that 90% of these returned
products were damaged or misused by
the technicians.
Prof. Thomas Brown
Centennial College
Toronto, Ont.
JULY/AUGUST 2014 CANADIAN TECHNICIAN
7
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OUT & ABOUT
Ontario technician won’t face charge of
criminal negligence causing death
Charge stemming from deadly
crash dismissed… but Joe
Ramono of Scarborough, Ont.
must stand trial on new charge
of uttering a false document.
By Allan Janssen
The automotive technician who certified a 17-year-old vehicle as safe one
month before it was involved in a
deadly crash will not face a charge of
criminal negligence causing death.
The charge against Joe Ramono of
Scarborough, Ont. was dismissed June
6, 2014 by Ontario Superior Court of
Justice Judge Robert Graydon.
Graydon did, however, order
Ramono to stand trial on a new count
of uttering a false document – a safety
certificate that gave a clean bill of health
to a 1995 Dodge Ram 2500 pickup
with over 400,000 kilometers on the
odometer. The charge was requested
by the prosecution, in response to
testimony heard during the preliminary
trial. The testimony is covered by a
publication ban and cannot be reported.
Crown attorney Lisa Wannamaker said
the prosecution will review Graydon’s
ruling to determine if there are grounds
to appeal to a higher court judge to force
Ramono to stand trial on the charge of
criminal negligence causing death.
“We’re still exploring our options,”
she said. “If that was the right decision
in law, then that is what it is.”
Ramono, who told Canadian
Technician he has been on leave of
absence from his job as an automotive
technician since he was charged, says he
did nothing wrong.
“Of course I checked that vehicle,”
he said as he was leaving the court in
Cobourg, Ont. “There was nothing
wrong with it.”
Ramono was charged in November
2012 with criminal negligence causing
death, following an investigation by
the Peterborough detachment of the
Ontario Provincial Police and the
Ontario Ministry of Transportation.
The charge stemmed from a fatal
head-on collision near Peterborough,
Ont. on Aug. 3, 2012, in which the
Dodge pickup, driven by 21-year-old
Joseph William Towns of Lakefield, Ont.
crashed into a vehicle driven by Abigail
MacNaughton, 27, of Peterborough.
MacNaughton died of her injuries.
Towns was charged with dangerous
driving causing death, criminal negligence causing death, and two counts of
uttering false documents.
Ramono had certified the Dodge
pickup truck as being safe a month
earlier, on July 4, 2012. The results of
the police investigation into the crash
suggest that the pickup truck did not
meet safety standards and shouldn’t
have been on the road.
The criminal case is now underway
in Peterborough, Ont.
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CRA clarifies HST/GST charges on cores
If you’re selling parts to consumers, do
you know how to apply GST or HST
on cores?
The Canada Revenue Agency has
released a PDF designed to clarify the
matter.
The info sheet explains how the
GST or HST applies to core charges
(or “casting charges”) for automotive
parts sold by vendors who are GST or
HST registrants. It includes examples
of what to do under several different
circumstances.
The situation gets complicated
because some vendors impose a core
charge to encourage customers to
bring used parts back while others do
not. Similarly, sometimes the customer
comes with the old core in hand, while
other times the core is not returned.
The document is also available on the
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JULY/AUGUST 2014 CANADIAN TECHNICIAN
9
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CANADIAN TECHNICIAN JULY/AUGUST 2014
Manitoba student takes top spot at Skills Canada
By Sarah Voigt
Manitoba’s Clark Holmes is Canada’s
school level. Brandon Liang, a Grade
top automotive apprentice.
12 student at Camrose Competence
The Red River College student won
High School in Alberta won gold.
the gold medal for automotive service
Silver went to Ethan Raymond from
at the 20th Skills Canada National
Bluewater Collegiate in Walkerton,
competition last week in Mississauga.
Ont., while Matthew Dyck from
Holmes outranked the
country’s top post-secondary students in a
two-day competition
that covered service
information retrieval,
engine mechanical,
fuel systems, engine
management, ignition
systems, vehicle emission
systems, electrical accessories, electrical, braking
systems, suspension and
steering, power trains, From left, Stanton Larose, Clark Holmes, and James Bowes hoist
component identifi- their flags at the Skills Canada national competition in June.
cation, and precision
measurement.
Highland Secondary School in Comox,
This year, competitors were tested
B.C. won bronze.
on a Volkswagen Jetta Trendlines+
Gold winner Liang says Skills Canada
2.0l, and an Audi A3 2.0T Quattros as
is what got him interested in the trade,
well as classroom equipment provided
and he’s found his calling as a service
by Consulab and a number of local
technician.
trade schools.
“My teacher got me into skills two
Holmes will go on to represent
year ago and I’ve been hooked on it
Canada at the 43rd WorldSkills
ever since. I’ve always had a passion for
Competition in São Paulo, Brazil in
cars but I never thought I’d be working
2015.
on them for a living before this.”
James Bowes, an apprentice at
Raymond says the competition was
Steele Ford Lincoln in Halifax, N.S.
challenging but well worth it.
earned silver in the automotive service
“It is very difficult, and not
post-secondary category. Bronze went
something I take lightly, but they do
to Stanton Larose from Algonquin
challenge us and I personally really like
College in Ottawa.
the challenge,” he explains. “I didn’t
Bowes, who has competed four
do a whole lot of preparation. I tried to
times at the national level, says competake it easy and clear my head. I went
tition experience is key to his success.
over my textbook a few times and some
“Competing in previous years
overall review of a vehicle and I think
definitely gives me an advantage. You
it paid off.”
learn what you can ask and what you
Alongside the automotive service
should ask. You don’t waste as much
contenders, over 500 students
time doing things that you won’t get
competed in 42 trade competitions
good results from,” he said. “I’ve
across the six major trade sectors:
learned to manage my time well.”
construction, services, manufacturing,
The national skills competition also
transportation, information technology
showcased trade students at the high
and employability.
Not a man’s world anymore
‘Times are changing’ for women in the automotive world, attendees told
at AIA Canada’s first-ever Women’s Leadership Conference.
By Sarah Voigt
The clear message at AIA Canada’s firstever Women’s Leadership Conference
in Niagara Falls, Ont. was that women
have an important role to play in the
automotive industry in Canada.
More than 90 women from across
the automotive industry attended the
two-day conference in June, which
featured several notable guest speakers,
a panel discussion, and a trade show.
The event, billed as an opportunity
for women in the industry to network
and share their professional experiences, opened with a video message
of encouragement from the federal
Minister of Transport, Lisa Raitt.
“Transportation is not a man’s
world anymore,” Raitt said. “It has
been mostly a man’s world for a very
long period of time. But times are
changing.”
Raitt, who is the first woman to
serve as Minister of Transport, spoke
of her experiences in professions
dominated by men, particularly as
an executive with the Toronto Port
Authority before she became an MP.
She was the first woman to be named
Toronto’s harbour master.
Margot Micallef, founder and
president of Oliver Capital Partners
Inc., followed Raitt’s address and spoke
about “success as a journey” and how
mentorship can help someone survive
life’s “free-fall moments.”
Susan Hitchon, from Schrader
Dianne Craig, president and CEO of Ford
Motor Company of Canada.
Attendees who dared to go on stage to sing a reworked version of the Beatles Twist and Shout
got a free copy of speaker Margot Michlaf’s book.
International, moderated a panel
discussion with women in leadership
positions in the industry. It featured
open and often frank conversations on
everything from professional experiences to tips for success.
The keynote speaker was Dianne
Craig, president and CEO of Ford
Motor Company of Canada. She spoke
on the importance of leadership both
in times of crisis and success, using the
financial challenges and turn-around
of Ford over the past decade as a
benchmark.
The afternoon was devoted to a
“Hat Shop” trade show that focused
on the many hats career women
wear. Exhibitors gave 10-minute mini
information sessions on subjects that
included time management, health and
wellness, finances, and personal style
coaching.
Kelly Williams of Kelly’s Garage
gave a mini car clinic at her booth,
quizzing attendees on the importance
of regular maintenance.
“I’m used to having all-women
audiences at my car clinics, but there
was a completely different dynamic at
the conference. It was a great opportunity to connect with other women in
the industry to share experiences and
also to network.”
The day’s events were closed by
an emotional and inspirational speech
by Amanda Lindhout, author of New
York Times bestseller A House in
the Sky, and founder of the Global
Enrichment Foundation, who told
her harrowing tale of being kidnapped
and held hostage in Somalia for 460
days.
AIA chairman Robert Pitt was the
only male in attendance.
“This conference was about the
contribution that women in this
industry have made to its success today
and more importantly to its future
success and stability,” said Pitt.
Due to the overwhelmingly positive
response from both attendees and
presenters, AIA Canada has already
begun drafting plans for next year’s
Women’s Leadership Conference.
JULY/AUGUST 2014 CANADIAN TECHNICIAN
11
OUT & ABOUT
By the numbers
Stats that put the Canadian automotive aftermarket into perspective.
22.7 YEARS 6,600
The number of plug-in electric cars driving
on Canadian roads as of April 2014.
Married couples are 36 times
more likely than the average
person to spend money on
vehicle maintenance and repair.
Annually, the average person
in this segment spends $1,010 per vehicle
on these services. The average single person
spends an annual average of only $621.
36x
%
65
The percentage of American repair shops
that have at least one employee who has
been with them for more than 20 years.
%
20
The percentage
of new light-duty
vehicles that were
sold to fleets in
Canada during 2013.
Ford ranks highest in
“fleet dependence”
with 30.2% of all
Ford vehicles
sold last year
going to fleets.
2.38
MILLION
UNITS
68
percent
The portion of luxury-vehicle owners in the
U.S. that opted for a maintenance package
during the first year of ownership. Among
other brands, just 46 percent of owners
chose this option.
$340,500 1,725
The average annual revenue for a small or
medium-sized automotive repair maintenance
shop in 2010, according to Statistics Canada.
Profitable automotive businesses accounted
for 79.4%, with an average annual net-profit of
$35,500. The remaining 20.9% that failed to
turn a profit claimed an average annual netloss of $21,900.
12
CANADIAN TECHNICIAN JULY/AUGUST 2014
The total Canadian car and
truck output last year. Canada
has the most export-intensive
auto manufacturing industry in
the world, with nearly 90% of
overall production exported to
the U.S. and Mexico.
LITRES PER VEHICLE
Average gasoline consumption in
the Canadian fleet of 22.9 million
light vehicles. Total consumption of
gasoline in Canada:
2011 – 39.74 million cubic metres
2012 – 38.47 million cubic metres
2013 – 39.51 million cubic metres
SICK DAYS
Public-sector employees in
Canada took 10.9 sick days
in 2011, while private-sector
employees missed 6.7 days
that year.
Sources: Western Washington University Center for Economic Vitality, IBISWorld Household Spending Guide, DesRosiers Automotive Consultants, Scotiabank Global Auto Report, J.D. Power & Associates’ 2014
U.S. Customer Service Index, Automotive Aftermarket E-Learning Centre’s 2013 Semi Annual National Survey, Statistics Canada Small Business Profiles 2012, GreenCarReports, Bloomberg News.
The length of time that the average owner
of a Canadian independent repair shop has
been in business.
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ITS YOUR TURN
A whole new generation…
a whole new consumer
Using social media to promote your business and keep in touch with your
customers is no longer an option… it’s a must! By Bob Ward
Have you noticed any changes in the
way your younger customers want to
communicate with you? We certainly
have!
There was a time when they
preferred to deal with us face to face.
Then it seemed that the phone was
their preferred method of communication. For today’s young people, it’s
all about mobile electronics.
In order to serve the under-25
crowd, we’ve had to start embracing
their technology. Texting, Twitter, and
Facebook are just the start of the list!
And while it involved a learning curve
for us, it has become clear that there are
some real advantages to the latest forms
of communication.
For one thing, we can now send
technical service bulletins, pictures, and
videos to help our customers understand the services we provide. And
repair estimates are available to them at
the touch of a phone screen, no matter
where they are or what they’re doing.
This is the kind of instant and convenient service they’re looking for.
But to provide it, we had to learn
about social media.
• We needed to have a presence
there so our existing customers could
stay in touch with us, and prospective
customers could find us.
• We had to start marketing ourselves
online, rather than in traditional media.
• We had to learn how to play by
the rules of sites like Google, Facebook,
Yelp and Twitter so we could be
effective in this new space.
• We had to learn strategies to ensure
that our name would be prominent
when local people were looking for an
automotive service provider.
• And, most importantly, we had to
learn how to ask for the sale in cyberspace. That was a whole new skill
for us. We were used to doing that
face-to-face, where we could see the
customer’s facial expression, or over the
phone where we at least had the sound
of their voice to gauge their reaction.
It’s a new day, and this is a whole
new kind of consumer. The younger
generation gets all of its buying information online these days. If we want
to win their business, that’s where we
have to be.
The rewards come when you start
getting positive reviews from this
increasingly important demographic.
Treat people right and you’re bound to
get great responses online.
Of course, you’ll probably get a few
bad reviews too. Dissatisfied customers
sometimes post a bad review to damage
a company’s reputation, or get revenge
for a perceived injustice – often without
ever discussing their concerns with the
company.
Don’t worry about bad reviews. Just
keep in touch with your customer base,
answer all their questions, and monitor
any references to your company that
you can find. When there’s a problem,
deal with it quickly and seek a mutually
acceptable outcome.
You’ll find that just keeping the lines
of communication open gives you a lot
of credibility in today’s market.
Your young customers live in a busy
world, and their time is precious to
them. They want us to interact with
them on their terms and at their convenience. It can be tricky, and it will
probably take up more of your time
than you’d probably like, but once you
get into the rhythm, it gets easier.
And the rewards are undeniable.
Bob Ward is the owner of Auto
Guys in St. Thomas, Ont.
JULY/AUGUST 2014 CANADIAN TECHNICIAN
15
COLLECTIVE WISDOM
A management feature that explores the
lessons learned in performance groups.
A call for help
We can all agree the telephone is an important part of your
business… but like any ‘employee’ it needs to be managed!
By Alan Beech
DEAR JEREMY
Thank you for your letter. You are what we call a technician-owner. You
wear both hats. And I know that your frustration comes from the fact that
you want to perform repairs for your clients to the highest quality, but the
phone distractions are getting in the way of your repair responsibilities.
Nevertheless, I think you’ll agree that phone calls are not always
N
a
f
unwelcome.
A
o
L
r
e
A
n
DEAR r help! I’m a shop ow ree of
Every business has “peaks” and “valleys” during the year. And
th
ou
tion. All
I need y
ra
when
you’re not as busy, the phone can be a great source of new
e
p
o
t
s
n
ghe
ree-ma
d the tou
n
business.
You may have advertised to bring some attention to your
a
small th
..
r.
o
o
ing
on the fl
the ring
shop,
or
you may have used flyers in the neighborhood. In any
is
h
it
us work
w
eal
one on
d
ave to d
h
case,
the
phone is ringing, and that’s not necessarily a bad thing.
rk
I
o
w
g
t
in
ec
th
mers exp
ep in
e
to
s
So
Jeremy,
I’d like to suggest a shift in how you view your
-d
u
w
C
o
!
e
lb
e
phon
d
on as I’m
e
o
ll
situation.
Rather
than see the phone as a business breaker, think
s
u
p
s
t
a
e
t
dIg
time, bu
rings an
c
of
it
as
your
best
friend. All you need is a strategy for when that
e
u
n
d
o
h
ro
p
e
my p
a job, th
lem for
b
best
friend
gets
in
the way.
f
ro
o
p
a
lity
is is
the qua
ts
away. Th
Firstly,
I
get
that
you can’t be working on the cars and
c
e
ff
a
e
n th
t it also
cused o
answering
the
phone
at the same time. That’s a recipe for
fo
tivity bu
e
b
to
. I need
calls, I’m
k
e
r
k
disaster.
The
first
and
most
obvious solution would be for you
o
w
ta
y
to
m
ave
ou can
nd. If I h
y
a
to
stop
working
on
vehicles.
Put on a white shirt, hire another
h
s
t
A
a
.
s
k
ke
tas
eed
ke mista
n
a
tech,
and
start
running
the
business
from the front counter.
I
m
.
h
to
ig
is h
bound
on level
ti
(Just
a
note
about
the
white
shirt:
this
was the advice of one
a
tr
s
u
fr
tell, my
of
our
group
members.
It
is
to
prevent
you from being
n!
a solutio
tempted to go back and work on the floor!)
Having you on the front counter would ensure that you
—Jeremy
are truly in charge of both managing customer expectations and making the business profitable. Each repair order
would be properly priced, and the complete job would be
sold. In your current system, you compromise quality of
work and communication with your customers. If they
get frustrated with the communication they may not
return for service.
Many technician-owners have had a tough time taking
this advice but once they make the transition, they start to
truly realize their profit potential and understand how they can grow
their business by being on the front counter. When you’re on the front
counter, you see all aspects of the business better.
If you’re not willing to come off the floor, the next best thing is to hire
someone who can work the counter, quote jobs, track parts, and take phone
16
CANADIAN TECHNICIAN JULY/AUGUST 2014
calls. But be careful. This has to be the
right person. Quite frankly, it should
be you. The person on the counter
represents your business. They have
control of quoting and selling jobs. It’s
a huge responsibility… and no one
would take that more seriously than
you, as the owner of the business.
If these first two solutions don’t
appeal to you, it might be a good
idea to consider hiring a call
centre service to deal with your
phone calls. This is something
that car dealerships have been
doing for a while now,
particularly ones that have more than
one location. All the incoming calls
are handled centrally, relieving staff at
each location. There’s no reason the
independent automotive aftermarket
can’t have the same kind of system.
There are options out there, and they
don’t have to cost too much. They can
be set up to act almost like an in-house
service advisor. It’s true that customers
don’t necessarily like dealing with call
centres, but they may not even know
that this is the case. If you can find
one that is automotive-specific, they’ll
definitely be able to handle all of your
customers’ concerns and questions… as
if they’re on site. It is like a “rent an
advisor” service.
A good customer care centre could
have your management system in front of
them at all times and be armed with a great
working knowledge of your business.
They’d have the ability – through modern
phone systems – to quickly transfer calls
that need your immediate attention as if
they were on site.
Wouldn’t it be great to have a professional-sounding person answering all
incoming calls by saying, “Thank-you
for calling Jeremy’s Auto Service. How
can I help you?” They would go on to
book appointments and handle requests
for basic menu quotes.
that customers would otherwise
call about.
A proper website will give your
business hours, provide directions, a
description of the services performed,
and even give quotes on basic
services such as maintenance items
and tires. This website can be a
means of communicating with
your customers especially if
you enable them to book
appointments and ask
questions online.
A professional
This service could also be used
to grow your business by making
follow-up thank you calls. If this is
something you’re not currently doing,
you’ll find it to be a real boost in
ensuring customer satisfaction.
As I said, this kind of phone service
is becoming more and more popular –
particularly among new-car dealers. But
the independent aftermarket can easily
get in on that game. And it would be
a sure-fire way to reduce the peaks and
valleys that plague your business. This
is where customer care centres really
shine. It is the kind of strategy used at
dentist offices.
The centre would appear to your
customers to be coming directly from
you, solidifying appointments and
handling common concerns.
Many repair facilities have found that
they can greatly reduce their new-customer acquisition cost by using the
service. They can retain their existing
customers rather than be forced to find
new ones through advertising, and all at
a fraction of the cost of hiring another
service advisor.
The final item that I’d like to
talk about is the role of your website
in reducing calls and growing your
business. A well-designed website will
often answer a multitude of questions
website doesn’t come cheap and you
should not have one done by an amateur
just to save money. The website should
be considered a silent service advisor
talking about your business 24/7.
So, as I said, come off the floor and
start to properly run your business from
the front counter. If you can’t do that,
hire a full-time service advisor or use
an automotive customer care centre at a
fraction the cost.
And above all, you need to shift
your view of the phone. You have to
stop thinking of it as a distraction, and
start thinking about it as a means to
help your business grow and become
more profitable. The phone helps bring
people to your shop so you can impress
them. Be aware of your ultimate
objective. You want to get people
to visit your shop and purchase your
products and services.
When you think of it that way, you
see that the phone is very worthwhile
as opposed to the distraction model that
you started your letter with.
Alan Beech is a management
consultant, and the owner of
Beech Motorworks in Hamilton, Ont. You can reach Alan
at [email protected]
JULY/AUGUST 2014 CANADIAN TECHNICIAN
17
We asked for nominations...
and, boy, did we get them!
Thank you for sending us some excellent candidates for our annual
Canadian Technician of the Year Award.
Judges are now taking a close look at the nominations we’ve received.
Among the field of candidates:
Q a young technician who showed so much promise he sparked a bidding war between two local repair shops
Q a speed-loving drag racer who also volunteers with the local Heart & Stroke Foundation
Q the owner of an “earth-friendly repair shop” who is instrumental in developing the community’s first car share program
Q a Subaru technician known by his coworkers as “Techline” for his ability to solve any diagnostic conundrum
Q a mountain biker who rose through the ranks from apprentice, to journeyman, to assistant manager
Q an eagle-eyed diagnostic technician who placed third at the Skills Canada national competition
Q a diesel tech who started out washing trucks, and has become an indispensible part of the management team
Q a Senior Ford Master Technician who didn’t let a hip replacement slow him down
Q a Volvo technician who was invited to attend the care company’s international technician show-down in Sweden
Q a technician who is the go-to guy for every shop in town when they face a tough diagnostic challenge.
And more besides!
In our final issue of the year, we’ll introduce you to the Canadian Technician of the Year
We’ll be handing out $10,000 in cash and prizes to the winner, runners-up, and the insightful
people who nominated them.
Stay tuned at www.canadiantechnician.com/award
Premium Sponsor
Sponsor
AAwardd S
Association Sponsor
www.snapon.com
www.total-lub.ca
www.aiacanada.com
On the
hook
How to protect your business from
the devastating impact of credit card fraud.
By Jeff Filliter
The service advisor hung up the phone
and exhaled slowly. How was he going
to tell his boss that the shop was on the
hook for $6,500 worth of work that
would likely never be collected?
On Friday, just before closing,
he’d accepted a credit card payment
over the phone, and then left the keys
under the floor mat of the car so the
customer could have the vehicle for
20
CANADIAN TECHNICIAN JULY/AUGUST 2014
the weekend. Today, the bank called
to say the card was no good and the
fraudulent transaction was the shop’s
responsibility, not the bank’s.
In a panic, he called the phone
number he had on file for the
customer. No such number. And the
home address? Non-existent.
Welcome to the harsh reality of
credit card fraud – a crime that hits
Canadian auto repair shops with
frightening regularity, and which often
results in devastating losses.
If you haven’t been hit by scam
artists with phony cards, you’ve either
been very careful… or very lucky.
Criminals have developed a variety
of methods to capture the magnetic
strip data, card verification valuation
(CVV) numbers, and personal information that allows them to purchase
products and services without the card
holder’s knowledge.
One of the more ambitious schemes
involves the use of overlay data readers
to “skim data” as cards are being
swiped at the point of purchase. The
card’s magnetic strip contains all the
information required to identify the
vital components of the credit card,
including card number, expiration
date, CVV, and card holder’s name.
Fraudsters then use this data to
conduct transactions over the Internet
or phone so they don’t have to
produce the actual card, or they create
very convincing counterfeit cards and
go on a spending spree.
By the time the cardholder or
merchant realizes that the card has
been compromised, the fraudster has
moved on to another target.
Security measures like embedded
micro chips and personal identification
numbers (PIN) have made that kind
of fraud more difficult, but it has not
slowed the criminals down very much.
Police are kept busy investigating
fraud. Earlier this year the RCMP
in Richmond, B.C. seized 20,000
counterfeit credit cards ready for use
or sale by an organized crime faction.
The cardholder is often on the
hook for fraudulent purchases made
on his or her card. But businesses are
just as often the victim.
Sometimes the fraud involves the
legitimate purchase of products and
services with an authentic credit card,
but before the transaction is posted,
the fraudster reverses the charge.
This is extremely difficult to prevent
because all of the normal checks and
confirmations are performed at the
built into “Tap and Go” transactions.
time of purchase. The merchant’s only
When fraud is perpetrated, the
recourse is to inform authorities, or try
merchant is often hit the hardest,
to hunt down the fraudster and make
having lost not only the goods or
arrangements for alternate payment.
services involved, but also the payment,
Good luck with that.
the fees involved in processing that
Cyber attacks represent another
payment, any currency conversion
growing form of data breach. The
commissions, and the amount of the
computer hackers that perpetrate this
chargeback penalty.
Internet crime tend to be well-organized and extremely talented
Credit card fraud hits Canadian
at identifying holes in corporate
security systems. The information
service auto repair shops with
they steal allows them to order
frightening regularity, often
products and services online or
resulting in devastating losses.
over the phone. It can also let
them create false identities that are
used in more significant criminal
activity.
Plus damage to the shop’s reputation.
Two recent cyber attacks demonSo what steps can retailers take to
strate the fragility of our personal inforprevent fraud without making legitmation. Earlier this year, the world
imate transactions impossibly difficult?
learned of the “Heartbleed” security
Here are a few tips that should
bug, which made the passwords of
prove effective in combating credit
millions of consumers – including
card fraud:
taxpayers in the Canada Revenue
Know your customer. That’s probaAgency database – vulnerable to theft.
bly the simplest and most effective way
Around the same time, the CEO of
to avoid being defrauded. When you
the U.S. retail giant Target was forced
know whom you’re dealing with – by
to resign after hackers stole details of
sight – you’re unlikely to face quesmore than 40 million credit cards,
tionable transactions. Take the time to
and as much as 110 million bits of
get to know your clientele on a percustomer data.
sonal level so you can create a twoThe potential damage is enormous
way relationship of trust.
when one considers that the confiBe especially vigilant about large
dential information held by both
transactions – especially ones that
Target and the CRA includes full
far exceed the average or that include
names, address, dates of birth, and
expensive products that could easily
social insurance numbers.
be resold.
Imagine what the criminal element
Watch out for repeat orders – escould do with this type of information!
pecially those made in quick succesWith the advent of smart phones,
sion. You could be facing someone
criminals have been working overtime
who is uncertain of the upper limit
to figure out how to hack into
on a stolen card. They may be “going
consumer “apps” that would give
back to the well” until it runs dry.
them access to banking and credit
Question “rush” orders. Is it really
card information. And as banks create
necessary? Or is it just an attempt to
programs to make banking and buying
complete the transaction before a stoeven easier for legitimate consumers,
len card is discovered.
they’re inadvertently creating opporEnsure a proper swipe or PIN on
tunities for scam artists. For example, a
every credit card transaction. You may
group of ambitious criminals recently
be asked to manually key in a number
managed to bypass security firewalls
or not require the PIN entry. The rea-
son may even sound quite legitimate,
but don’t let your guard down.
Witness the signing of the credit card
slip, and don’t neglect comparing it to
the original on the back of the card.
Ensure that the CVV number
matches what is on record with the
issuer. This is particularly important
whenever you’re in doubt about a
transaction. A quick phone call
will put your mind at ease.
Verify the right bank logo is on
the card. This is pretty easy to do.
The first four digits of all credit
cards identify the issuing bank. If
the logo doesn’t match, you could
have a fake card on your hands.
Avoid phone transactions
whenever possible. Ideally, you want
to see the card personally, and match
it to the person who is presenting it.
Don’t accept proxies. Only the card
owner should be presenting the credit
card. If the name doesn’t match, you
shouldn’t complete the transaction. It
could be an innocent situation, but
it could also be fraud against an exspouse or a family member.
Maintain copies of all credit card
transactions for up to seven years. The
paper-trail may be needed as evidence
somewhere down the line.
Avoid installment payments – especially on credit cards. It may be a
means of avoiding credit limits that are
meant to be a safeguard against fraud.
Each of us is blessed with intuition
– use it. Remember, if it walks like
a duck, and quacks like a duck, it’s
probably a duck… or as the police call
it, fraudulent activity.
Don’t be afraid to question suspicious transactions. It’s your right to
do so, and it may end up saving the
company a great deal of money and a
whole lot of headache.
Jeff Filliter served 23 years with the RCMP
primarily in the commercial crime division,
investigating white collar crime and frauds.
He has also conducted fraud investigations
for Scotiabank and was part owner of a
IRUHQVLFDFFRXQWLQJÀUPLQ7RURQWR
JULY/AUGUST 2014 CANADIAN TECHNICIAN
21
The use of Local
Interconnect Networks in
wiper systems means it may
sometimes be necessary to
use a scan tool when you’re
changing out a wiper motor.
By Jeff Taylor
22
CANADIAN TECHNICIAN JULY/AUGUST 2014
Can you name the safety device that has
been fitted on almost all motor vehicles since it was invented by a woman
named Mary Anderson, way back in
1903?
It’s on almost anything that moves
– from planes and boats, to trains, cars,
and trucks. And while this device has
little to do with moving the vehicle,
there are some days when a vehicle
can’t be moved safely without it.
Any ideas?
If you guessed windshield wipers,
good job.
Wipers have just one job, and that
is to make sure drivers can see where
The 2013 Ford Escape is among
the first vehicles to be equipped
with independent wiper motors.
they’re headed. Pretty low-tech stuff,
right?
Well the task may be simple, but that
doesn’t mean manufacturers have taken
a low-tech approach to wiper design.
In fact, they’ve been improving wipers
ever since the original hand-operated
models gave way to vacuum-based
systems and then electric versions.
There has been a myriad of design
changes since they were first introduced.
Manufacturers routinely introduce
more effective materials that provide
better wiping performance. And more
efficient designs have allowed the units
to shrink in size, weight, or aerodynamic impact. The most recent changes
have been driven by fuel economy and
emissions concerns.
The principle of almost all windshield
wiper drive systems has been the same
for a long time: an electric motor drives
a set of gears and a crank arm in a circular
motion. The crank arm is attached to
a linkage, which produces reciprocal
motion to drive the wiper arms back
and forth across the windshield.
Getting rid of the linkages so we
could drive the wiper arms with just
the motor was not an easy task. That
would require the motor to run in one
direction, stop, and then run in the
other direction so the wipers would
exhibit the reciprocal motion needed
to clear the window. And if you had
two motors, both would have to know
where the arms were at all times, or
we’d have a tangled mess!
Eventually, of course, the electronic
age came to our rescue. The introduction of a reversible 12V electric
motor brought many changes in wiper
technology.
There have been two different
approaches to reducing the role of
wiper linkages. One system, called the
opposed wiper system, still uses a very
small and compact linkage just to drive
a crank arm. The other is called the
direct-drive system, in which the wiper
arm is attached directly to the output
shaft of the reversible motor.
Using the direct-drive design allows
completely separate motors to drive
the wiper arms independently of
each other. This frees up more space
under the hood and cowl that would
otherwise have been taken up by the
wiper transmission and linkages.
The motor assembly contains all
the electronics needed to provide
infinite speed control, a park position, a
winter park position, a service position,
overheat protection, and overload
protection. It can also be placed as close
to the A-pillar and as low into the cowl
area as the manufacturer wishes.
All these characteristics lead to
improved wiper efficiency, better total
clearing area, fewer parts, and a huge
savings in space, weight, motor size,
and wiring.
The fact that the wiper can be closer
to the windshield pillar greatly adds to
driver visibility and safety. But there
are other benefits too. The wipers can
be placed under the hood edge in the
down cycle, out of the wind, resulting
in less noise and better airflow. Airflow
is important because it eliminates
wiper “chatter” in the parked position,
and improves vehicle mileage. These
systems also allow the wipers to move
slightly on a key cycle, in order to
prevent the rubber edge of the blade
JULY/AUGUST 2014 CANADIAN TECHNICIAN
23
Service on some wiper motors will involve
the use of a scan tool and an up-to-date
information system.
from “setting” in the shape (or contour)
of the windshield. This increases the life
of the blades.
So how does this system work?
It can be done with as few as three
wires. It’s still an electric motor, so it’s
going to need 12 volts and a ground.
But there’s also going to be a communication wire, to allow the two motors to
talk to each other, as well as to a control
module on the vehicle (the BCM, or
whatever module the manufacturer sets
up to control the wipers).
This communications wire is the key
to the whole system. Because the wiper
motors work independently of each
other, both need to know exactly what
the other is doing.
In Ford’s case the left-hand motor
has four wires: 12V, GND, LIN (Local
Interconnect Network), and COM.
The right hand motor has three wires:
12V, GND, COM. The LIN is wired
to the BCM and a dedicated private
communications wire (COM) shares
the information between motors.
The fact that this system is wired to
the LIN means that, yes, it’s going to
be able to generate trouble codes to
aid in diagnostics. And if you want to
swap out the wiper motor, it may now
require the use of a scan tool.
Newer Ford Focus (2010 and up)
and Ford Escape (2013 and newer) are
among the first vehicles to be equipped
with independent wiper motors…
so there are a couple of things you’re
going to need to know.
First, when removing the wiper
arms, the ignition switch has to be left
24
CANADIAN TECHNICIAN JULY/AUGUST 2014
on, engine off.
You cycle the
wipers a couple
of times, and
then turn the
wipers off (leave
the ignition in
the one position,
with the engine
off). The wipers are now in the parked
or “locked position” to allow you to
work on them. But that service mode
will only last five minutes. When the
vehicle goes into battery saver mode,
the window for servicing wipers closes.
So you’ll have to pay attention to the
time.
With the wiper motors in the locked
position, and the ignition ON, mark
the wiper arm position. Now you’re
ready to remove them. When they
have been removed, you can turn the
ignition switch off.
After you have performed the service
needed, and you’re ready to reinstall the
wiper arms, you must install them in
the exact position they were in when
they were removed. Again, the ignition
must be ON to lock the motors before
you can reinstall the arms.
If a wiper motor needs to be
changed, a different procedure needs to
be followed. This is going to involve
the use of a scan tool to tell the BCM
that you want to initialize and calibrate
the wiper system. This will require an
up-to-date information system and a
scanner that is capable of doing the job.
Wiper motors aren’t the only things
that are changing.
Mercedes Benz has introduced a
new wiper blade system on its 2013 S
series vehicles. This wiper blade has an
integral washer nozzle system built in
that sprays washer fluid out of tiny holes
in the wiper blade directly in front of
the wipers path (not just out of nozzles
located on the hood or attached to the
wiper arms).
The system only sprays washer
fluid when the wiper blade is in the
windshield area that needs to be
cleaned. It doesn’t spray willy-nilly, all
over the windscreen – even where the
wipers can’t go. And because the wiper
motors know exactly where the arms
are at any given point, the washer spray
is only activated in the needed areas and
only at the time it’s needed.
The washer fluid is sprayed across
the entire length of the wiper blade.
The driver’s view of the road is less
compromised, because the spray is
immediately in front of the wiper.
The system applies washer fluid so
efficiently that amount of fluid that
must be stored can be reduced significantly. In fact, it reduces vehicle
weight by up to 2 kg (4-1/2 lb.),
which is enough to favorably impact
CO2 emissions.
Pretty impressive achievement,
right?
Change is a given in our industry…
and the wiper system is starting to see
its share of change. These developments
are going to change the way we look at
these systems… and how we diagnose
them.
And you thought wipers were low
tech!
Jeff Taylor is lead technician
at Eccles Auto Service in
Dundas, Ont.
REPLACE WORN SHOCKS.
Harsh road conditions cause more than just a rough ride. They also
wear out your shocks and other suspension components, which may
negatively affect steering, stopping and stability under certain
driving conditions.* Replace worn shocks and struts, as worn units
could diminish vehicle control and compromise safety.
*At
At 60mp
60m h / 100k
00k
00
0 ph. Test
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PRODUCT CENTRAL
hicle manufacturer
recommended drain
intervals. It resists
varnish and thermal
breakdown, and offers superior wetclutch performance
for anti-shudder durability.
tinyurl.com/ctprod-827
Electronics components
Shop lighting
Cardone Industries has introduced several new products to its portfolio of automotive replacement parts. Hybrid drive
batteries join its Remanufactured Electronics portfolio. EGR coolers and glow
plug controllers for Ford Power Stroke
applications join the A1 Cardone Fuel/
Air and Electronics divisions. And new
ABS control modules, while already an
offered product in the Brakes division,
have been relaunched and revitalized,
with a focus on aggressive expansion and
product design improvements.
tinyurl.com/ct-prod-831
Rotary Lift says it is shedding some light
on the vehicle repair process with magnetically mounted
LED Tech Lights,
available in three
kits. The twopost lift kit (P/N
FA5701) includes
two 32-inch line
light units, each
embedded with
96 LEDs and
fitted with two
magnetic mounts.
The four-post
lift kit (P/N FA5700) includes four
48-inch long, one-inch diameter light
units and eight magnetic mounts. And a
hand-held single Tech Light shop light
(P/N FA5702) can be used with any
type of vehicle lift.
tinyurl.com/ct-prod-638
Transmission fluid
Amsoil has introduced a new synthetic
fluid for continuously variable transmissions (CVTs). Amsoil says its new Synthetic CVT Fluid provides outstanding
metal-to-metal frictional properties and
excellent protection and performance
for CVT transmissions throughout ve-
Jump starter
Matco Tools says its Versapower is the
smallest and lightest portable power unit
on the market. It features 300 cranking amps with 400 peak amps of power
to jumpstart most domestic and foreign vehicle
makes and
models, including cars,
light trucks,
ATVs, and
motorcycles.
It can also serve as a portable power
source for tablets, cell phones and other
USB powered devices. It weighs just
14 ounces, and features a high visibility
LED battery status bar.
tinyurl.com/ct-prod-822
Mass air flow sensor
Delphi Product & Service Solutions
has released 20 new mass air flow sensors covering 10.2
million vehicles
built from 1990
to 2013. Applications include Audi,
BMW, Chevrolet, Hyundai, Kia,
Lexus, Mazda, Nissan and Toyota. Delphi says its MAF sensors are brand-new,
never remanufactured, and all parts are
tested and calibrated to OE standards.
tinyurl.com/ct-prod-834
You can make a difference!
Mercy Tech Mission works with humanitarian organizations
operating in developing countries. These organizations have
local community contacts who benefit from focused training in a skill
or trade – like automotive repair. Mercy Tech Mission provides that training.
If you're ready to make a difference,
visit our website and help change lives, one skill at a time.
www.mercytechmission.com
26
CANADIAN TECHNICIAN JULY/AUGUST 2014
Drawer handles
Cabin Air Filters
Lista, a Stanley Industrial
& Automotive business,
has launched a new line
of Tech Drawer Pull
aluminum anodized drawer
handle covers. Available
in three finishes, they’re
rugged, easy to clean, and designed for a variety of industrial
settings including automotive repair. The handle covers are
available in brushed silver, chrome colour, or gloss black.
tinyurl.com/ct-prod-828
ATP Automotive has extended its cabin air filter line to
cover popular 2015 Volkswagen and Audi models. ATP
cabin air filters are now available for 2015 Audi A4, A5,
Q5, Allroad, S4 and RS5 vehicles as well as Volkswagen
CC, Eos, Golf, Jetta AF and Beetle models. The filters are
manufactured from an exclusive coconut shell-based activated carbon that absorbs odors and air pollutants from the
vehicle, eliminating 98 percent of pollen, mold spores and
dirt particles.
tinyurl.com/ct-prod-821
Scan tool payment plan
Belt catalogue
CRP Automotive has published its new ContiTech 2014 Belts & Belt Kits Catalogue. The
432-page applications guide includes timing belts,
serpentine belts, and several different timing belt
kit offerings. To allow for easy fit and installation
for all makes and models, the catalogue provides measurements
in inches. They cover wide range of vehicle makes including
Asian, European and domestic passenger cars, vans, light trucks,
and SUVs from Acura to Volvo. Select applications of some popular light and medium trucks are also included.
tinyurl.com/ct-prod-820
Snap-on says its new ETHOS+ Technician Plan is a worry-free way to get
an ETHOS+ scan tool, continuous
software upgrades, and full-warranty
coverage for one easy weekly payment. The two or three-year ownership program includes software upgrades and comprehensive
data for domestic, Asian, and European vehicles. ETHOS+
also offers powerful OBD-II tools, including all 10 modes of
OBD-II, as well as reads and clears OEM-specific codes with
the definitions on-screen in plain English.
tinyurl.com/ct-prod-818
Protractor.net Shop Manager
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Protractor was a huge leap forward over my old
system in helping my business take care of my customers
and profit.
The .Net is the next evolution of shop management.
The .Net makes life easier, from setting up customers,
to assigning maintenance plans, to parts and labor
lookup; it’s all much more efficient. The support staff at
Protractor does a very good job responding to any and all
concerns very fast. If you are an existing Protractor client
change over, the learning curve will be the
smallest one yet, especially with the customer history
coming forward. If you’re looking for a new shop
management system, I would recommend this
product to any shop owner in the industry.
Bill Gray
Gray’s Autopro and OK TIRE
”
JULY/AUGUST 2014 CANADIAN TECHNICIAN
27
Exhaustive R&D.
Strength & Innovation.
Superior Sealing.
PRODUCT CENTRAL
Tire pressure sensor
Only Fel-Pro delivers.
®
Fel-Pro PermaTorque® MLS
innovative multi-layer head
gaskets for Powerstroke® 6.0L
diesel engines.
1
2
Continental Commercial Vehicles &
Aftermarket has released a new variant
for its multi-application TPMS sensor
program. The new 315 MHz sensor,
Part # SE10003, adds greater coverage for Audi, Mercedes, Volkswagen,
Volvo, GM truck, Subaru and several
Asian models, totaling over 15 million
additional vehicles in North America.
The sensors are ready to use, right out
of the box – no programming or cloning steps necessary.
tinyurl.com/ct-prod-835
3
Turbocharger hose kit
4
5
1 Enhanced bore bead design for robust
combustion seal loading.
2 Patent-pending pushrod guide hole
design reduces potential for premature
wear of pushrods that can lead to engine
oil contamination.
3 Highly advanced embossment
technology creates increased spring
force to provide a more robust sealing
contact – under extreme loads and
everyday use.
4 Precisely controlled thickness
of proprietary FKM rubber coating
in all critical sealing areas.
5 Engineered to accommodate
engine overbore.
Designed to seal an engine that
generates higher horsepower,
increased combustion pressures
and extreme temperatures.
All trademarks shown are owned by Federal-Mogul Corporation,
or one or more of its subsidiaries, in one or more countries.
©2014 Federal-Mogul Corporation
28
CANADIAN TECHNICIAN JULY/AUGUST 2014
Gates has released
complete Ford silicone hose and clamp
kits for turbocharger
applications. The
Gates OE+ turbocharger hose
solution prevents
oil permeation and the T-bolt clamps
provide better sealing. The all-in-one
kit has all of the parts, including turbo
charger hose, and two correctly fitted
T-bolt clamps, needed to complete
the repair.
The Gates Ford Turbocharger
Hose Kits are currently available for
F250-550 Super Duty trucks, model
years 1999-2010.
tinyurl.com/ct-prod-806
TPMS line expansion
Standard Motor Products has added
six new cloneable sensors
to its growing
line of TPMS
sensors. Standard says its new
clone-able sensors match the original
for fit, form and function. And due
to their advanced engineering, they
can easily be cloned with the existing
sensor ID, eliminating the need for a
factory relearn. These new Standard
and Intermotor part numbers cover
an additional four million vehicles
in operation.
tinyurl.com/ct-prod-602
Brake pads
Tenneco has introduced new brake
pad sets to the Monroe Total Solution line of ultra-premium ceramic and
semi-metallic brake pads, covering over
two million popular late-model passenger vehicles. The brake pads feature
ceramic and semi-metallic friction formulations engineered for quality stopping power and pedal feel, reduced dust
and long life. They include electronic
wire wear sensors, noise elimination
hardware, and sensory locking plate
(SLP) backing plates.
tinyurl.com/ct-prod-603
Suspension
dampers
Tenneco’s Monroe Shocks and Struts
brand now offers original
equipment-replacement electronic suspension dampers for several
late-model domestic and import applications, as well as additional suspension
conversion kits that enable consumers
to replace an air or electronic system
with a mechanical suspension. The
conversion kits include all required
shocks and/or struts, springs, mounts,
and hardware.
tinyurl.com/ct-prod-601
ADVERTISER INDEX
continued from page 30
preferred repair facilities, are we?”
Having overhead the conversation so far, I joined them on
the shop floor. “In the customer’s defense, the work was done
last week when he was on a road trip out of province. It’s too
far for him to go back to the original shop.”
At our suggestion, Beanie rotated the tires and went on a
second road test. Tooner chose that moment to come over
and complain about the blister on his big toe. “I just can’t
figure out what’s causing it,” he moaned. “Got any ideas?”
I chuckled. “Are you serious? Your sore toe is right above
the hole in your shoe. Don’t you think there’s a correlation?”
“Hmm, maybe. But I ain’t convinced.” He hobbled back
to his work bench.
I was still puzzling over Tooner’s inability to see the
obvious when Beanie returned with the Charger. The tire
rotation hadn’t helped and he was at a loss of what to do next.
Tooner grabbed a car seat cover. “Okay, Sunshine, let’s hit
the road. I’ll ride shotgun.”
Five minutes later, they were back. “Definitely a wheel
bearing,” declared Tooner, extracting his lanky frame from
the car.
“But it’s brand new!” protested Beanie.
Basil looked over the top of his work glasses. “Now Beanie,
don’t lose your focus. ‘Known new’ does not mean ‘known
good.’ Given the evidence before us, I’d say we must consider
the possibility that a diminutive water fowl has landed in our
proverbial pond.” He turned back to his Taurus.
Beanie glanced at Tooner. “What’s he saying?”
“Haven’t got a clue,” said Tooner. “But I say that if it looks
like a duck, quacks like a duck, and poops like a duck, then
it’s a duck.”
Beanie scratched his chin. “So… if all indications point to a
wheel bearing, then it probably is a wheel bearing?”
“Bingo,” said Basil. “The new bearing could have been
damaged during installation. In any case, you need another
one.” He turned to Tooner. “And as for you, go buy a new
pair of boots. It’s time for this silliness to stop.”
A new wheel bearing solved Beanie’s droning noise, but at
quitting time, Tooner was still complaining.
“Don’t you like the new boots?” I asked.
“Hate ’em,” he grumbled.
I was surprised. “But surely your foot pain has improved.”
“Oh, my foot’s better, but my wallet is screaming in
agony.” He headed for his truck. “Known new don’t mean
known good,” he said over his shoulder. “’Specially when it
costs me money!”
Rick Cogbill is a freelance writer and
former shop owner in Summerland, B.C.
You can read more of Slim Shambles’
misadventures in Rick’s book,
“A Fine Day for a Drive” available at
www.thecarside.com.
Auto Value ............................................4
Contact Local Representative
Blue Streak-Hygrade............................3
www.bluestreak.ca
Federal Mogul Wagner ........................9
www.federalmogul.com
Federal Mogul – Fel Pro ....................28
www.federalmogul.com
Fram Group ........................................31
www.fram.com
Imperial Oil – Mobil .............................6
www.mobil.ca
800-567-3776
NAPA ..................................................14
www.napaonlinecanada.com
866-GET-NAPA
®
ProMax Auto Parts Depot..................10
www.autopartsdepot.ca
1-866-573-9889
Protractor Software ...........................27
[email protected]
1-866-939-8743
Snap-On Tools of Canada ....................2
www.snapon.com
1-800-734-2676
Tenneco Automotive .........................25
Monroe - www.monroe.com
Total Lubricants .................................13
www.total-lubricants.ca
800-463-3955
Wix Filters ............................................8
www.wixfilters.com
WorldPac............................................32
www.worldpac.ca
800-463-8749
JULY/AUGUST 2014 CANADIAN TECHNICIAN
29
The
Car Side
By Rick Cogbill
If it quacks like a duck…
A Dodge Charger proves to Beanie that ‘known new’ doesn’t mean ‘known good.’
It was a gorgeous morning, and I whistled cheerfully as I pulled in next to
Tooner’s rusty GMC.
“Morning, Toon,” I said as I got out
of my car. Tooner was standing behind
his truck, with one foot resting on the
back bumper.
“Mornin’ Slim,” muttered Tooner
unenthusiastically. I could see he was
checking out the large hole in the sole
of his work boot. “Yup,” he said. “I
think it’s time.”
“Time for new boots?” I asked
hopefully.
He gasped. “Time for a larger tire
patch. I ain’t made of money, y’know.”
I sighed. Tooner had been
complaining about sore feet for a
month, but refused to admit that
his worn-out footwear could be the
problem.
A few minutes later, I called
everyone together for our morning
meeting in the lunchroom. “Boys,” I
30
CANADIAN TECHNICIAN JULY/AUGUST 2014
said, “I hope you got a good night’s
sleep. We’ve got some tough problems
on the board today.”
Predictably, Tooner and Beanie
groaned in unison. But our diagnostic
tech, Basil, just smiled. “That’s fine
by me,” he said. “As Henry J. Kaiser
once said, ‘Problems are only opportunities in work clothes.’” He stowed his
lunchbox on the counter next to the
microwave. “What’s first on the list?”
“For you, I’ve got some EVAP
codes on a Ford Taurus. Beanie, there’s
a 2007 Dodge Charger with a droning
noise around 70 clicks.” I tossed him a
set of keys. “Go for a test drive and see
what you think.”
“What about me?” asked Tooner
sullenly, as he poured his first cup of
the day.
I glanced at Tooner’s battered
footwear. “Well, I’ve got a Chevy with
some serious brake pedal vibration.
Think your feet can handle it?”
Tooner sniffed. “I’ll manage.”
A while later, Basil was hooking up
a smoke machine on the Taurus when
Beanie returned from his road test with
the Dodge. “It sounds like a bad wheel
bearing,” he told Basil. “I’d say the
right front. It gets worse when I turn
left, and better when I turn right.”
Basil put down his tools and looked
thoughtful. “So it only changes with
road speed and lateral pressure. Yes, I’d
say your wheel bearing diagnosis sounds
reasonable.”
“But…” Beanie paused. “I don’t
know…”
Basil frowned. “Why the hesitation?”
Beanie held up his work order.
“Because the customer just had new
wheel bearings put in at another shop.
They did it when he bought new tires.”
Basil’s eyebrows shot up. “Oh.
So we’re number two on the list of
continued on page 29
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