Missed Service Opportunities

WELCOME AMRA/MAP
Steering and Suspension Update
Missed Service Opportunities
Presented by Steve Cartwright
Federal Mogul Motorparts
Your Instructor Is Steve Cartwright
On the Dragon
With my son and our Chevelles
My latest project-A Superbird Clone
 Senior Instructor based in St. Louis, Missouri (home office in Detroit)  ASE Triple Master, certified in 31 ASE areas including L‐1  Sits on advisory council Southern Illinois University and Ranken Technical College/Alumni‐Linn State Tech and past council member  Auto Industry for 35 years / Teach throughout USA, Canada‐also taught in Hawaii, Alaska and Venezuela  Teacher for 33 years/27 years with Federal‐Mogul/Moog/Wagner
Your Instructor Is Steve Cartwright
On the Dragon
With my son and our Chevelles
My latest project-A Superbird Clone
 Prior jobs; Ford line tech in St. Louis, Carter Automotive Aftermarket Engineering Dept, McDonnell‐Douglas Corp., TOMCO fuel systems in LA
 Former Technical Instructor of the year‐Motor Service Magazine
 NACAT member/presenter since 1985 (30 years), assist with ASE test writing sessions (A4, A5) and MAP workshops
 Married 35 years, 30 year old musician/graphics designer son married and living in Florida. Built a ‘70 Chevelle with him growing up which we still have!
 Steve’s interests; Learning more, Riding the cycle as much as possible with my wife and our group “MILD HOGS”, Muscle cars, Lake of the Ozarks, Church activities
Garage Guru Program
fmgaragegurus.com
 Gurus On Site; Strategically placed Technical Support Centers in St.Louis, Chicago, New York, LA, Dallas, Atlanta, Baltimore and four more before 2016
 Gurus On The Go; Large fleet of vans come to the shops for Lunch and Learns, etc.
 Gurus On Call; Tollfree technical Helpline (15 guys)
 Gurus On line; LMS on all FM subjects  Gurus On demand; Smart phone apps and assistance
Today’s Topics
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What’s new in steering and suspension?
I just want an alignment! We’re in a fast paced world!
I need a repair first? What’s in it for me?” Don’t rush it! Techs need time to do the job right! “Set the toe and let her go” attitude is not profitable!
Asking the right questions. Think like a detective.
What’s going on in today’s shop? What do I need to know about electronics related to steering and suspension?
 Effective chassis inspection and communication skills; Suggested or Required? But you can’t align looseness!
 Real world experiences and pattern failures in the field
 Base systems must function correctly for correct electronic system performance
Infiniti Q50 Drive By Wire Operation
EPAS Very Common Today
 Belt used for gear reduction
 No more pump whine
 Infinite road ‘feel’ adjustments through software
 ESP benefit (phase in)
 Trailer sway control/crosswinds/road crown
Active Front Steering
• Active Front Steering (AFS) electronically varies the amount of responsiveness between the steering wheel and the front wheels Some sources say Honda S2000 used AFS in 2000
Ford (soon)
Active Front Steering
AFS maximizes steering input at low speeds and minimizes over‐steering at high speeds
AFS reacts to information from on‐board sensors, including SAS, to automatically modify the steering ratio of the front wheels and stabilize the vehicle
Variable Ratio Steering
BMW
FORD
LEXUS
Mercedes MBC
• World premiere of the first “Predictive Suspension”
• Enhancement to the existing Mercedes ABC System (Active Body Control)
• Two stereo cameras do a road surface scan of 15 meters (approx 45 feet)
• Can detect as small as 3mm irregularities
Mercedes MBC
Enhanced ABC (Active Body Control)
Infinity had a similar system in 1991 but it could not lift the tire over bumps like MBC. Bose had an electric strut prototype
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Mercedes MBC and ABC testing
“Rodeo” for testing calibration and bleeding
Typical Multi‐link Suspension System Using Aluminum
First used in Europe
Very common on higher end RWD applications
• Optimum cornering performance with good ride quality • Normally toe and camber adjustable
• More expensive to produce and service but superior to most other designs
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Aluminum Service Precautions As vehicles change, our methods for inspection and service must also change
What Else Is New?
 Noticeable increase in related electronics but many mechanical systems are largely unchanged
 Numerous multi‐use sensors (SAS, YAW, VSS, Lateral and Longitudinal accelerometers, radar, stereo cameras, brake pressure, GPS)
 Outputs; MagneRide, ABS, Lane departure, TC and VSC, Autopark, Autonomous driving
 More scan tool interaction; Recalibration requirements for repairs and after service or alignment or to program a new part prior to installation
 Electronic knowledge is critical to undercar Techs
Undercar Service
 Alignment, chassis and brake work are very profitable for most shops
 Selling needed chassis parts is critical to alignment results insuring optimal tire life and handling
 Doing it right!
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Underperformed Service
 There is much “underperformed” brake and chassis service leaving the typical shop everyday
 One estimate states that more than 50% of vehicles in for alignment need some type of repair before the alignment
 The average vehicle age in the USA is over 12 years old
 Don’t leave something on the table‐Look at what is in front of you instead of rushing to get the next car in
 Missed opportunities can cause tire wear and handling problems for our customers. Neglect can lead to major problems and shop liabilities
The Customer Interview
 Ask the right questions, “What is your car doing that makes you think you need alignment?”
 Think like a detective
 Put yourself in their shoes‐What’s in it for me if you install these parts?
 Discuss tire life and handling
 Alignment is not a “fix all”
Customer Communication Tips
 Explain the value of longer tire life from frequent alignment, rotation, proper pressure and needed parts replacement
 If you have a Hunter machine, use the PRINT SYMPTOM sheet to help sell the alignment
 Use your hands to “read” the tires‐You can often fell wear issues before you can see them! Effective Communication Is Key!
Don’t Discard The “Forensic” Evidence ALIGNMENT TECH’S CAN LEARN A LOT FROM THE OLD TIRES!
Time Management Is Critical
Schedule enough time for each vehicle to receive a thorough inspection. If a repair is necessary, schedule an appointment if needed. Most of your customers will wait for quality service.
Other Helpful Sales Tools
 Have worn parts and tires near the counter  Use illustrated diagrams to show customers the chassis parts and what they do such as counter mats and wall charts
 Show the owner the loose parts on their vehicle
 Remind the customer that replacement of the worn part and alignment are investments in the life of their tires
What Brings A Vehicle In For Alignment?
• Crooked Steering Wheel
• Pulls or Drifts
• Tire Wear
• Vibration/Brake Pulsation (not alignment)
• Road Hazard/Accident What Makes Alignment Angles Change?
Bent parts
Worn parts
Height change
Why Is Chassis Inspection So Important To Alignment?
 You can’t align looseness. Even a small amount can cause issues
 Customers may think alignment is a “fix all” like a “Tune up”. Alignment will not solve all the problems if parts are loose
 Reduce uneven/accelerated tire wear, maintain correct vehicle stability, ride, cornering and handling
 Reduce tire adjustments
Typical Ball Joint Inspection
IS THE CIRCLED BALL
JOINT A LOAD CARRIER
OR FOLLOWER?
IS THE BALL JOINT
SHOWN A FOLLOWER OR
LOAD CARRIER?
Unloading The Suspension
Follow MAP Guidelines
Typical Axial
Check
Typical Radial
Check
Wear
Indicator (old)
Follow MAP Guidelines!  What Determines a “suggested” repair?
Dry Park Test
Steering Linkage Inspection
Hand force only-no pry bars or
channel locks
Looseness here will cause
steering wheel free play and
wandering
Inner Tie Rod Inspection
Bushing Inspection
Lower Control Arm Bushing Looseness
• Late model FWD’s
• Clunk in front end on bumps and braking
• Intermittent erratic steering
How Do I Determine If A Repair Is To Be Suggested Or Required?
Tech Must Have Time To Properly Inspect Prior To Alignment‐Every Car!
Typical
FWD
Typical
RWD
Remember‐You can’t align looseness!
Listening To Your Vehicle
•Squeaking or clunking noise when turning or hitting bumps
•Looseness in steering or wandering at higher speeds
•Darting to one side on bumps
•Uneven or severe tire wear
•A cavity can become a root canal if ignored!
Vehicle Inspection‐Height Must Be Right
• No loose or bent parts were found during pre‐alignment inspection
• Camber looked excessively negative to the naked eye
All parts were tight
Alignment Readings
• Front camber was negative and out of specification and factory adjusters were at their extremes
• What should we do now? • Send it to the frame shop?
Height Measurement F3875
Simulating Correct Chassis Height
A great way to verify the solution and inform the owner!
• Raise the vehicle under the frame to the correct height to see if the adjustment range can achieve specifications
• NOTE; The fact that the numbers are in green on a car below proper height specs does NOT mean all is well! • Be careful installing an alignment kit without solving the root problem
RAISED (CORRECT HEIGHT)
LOWERED (INCORRECT HEIGHT)
Bring the owner out in the shop and show them the difference raised and lowered!
Pattern Failures; Moisture Intrusion
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Methods Of Compensating For Vertical Ball Joint Mounting Hole Variation
Camber Plugs‐ Ford
Telescopic Ball Joint Dodge and Jeep Vehicles Sway Bar Frame Bushings
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OLD DESIGN
Typical on vehicles such as GM small FWD. Mazda reportedly has a recent campaign to add a clamp to each side of the frame bushing to limit side to side movement to reduce noise
Test fix
NEW DESIGN
High Wear Frame Bushings
Chrysler Frame Bushings
‘01‐’07 Chrysler Minivans
Integral boot coming on many links and ball joints
High Speed Intermittent Shimmy Issues
Balance and rotation can have an impact. Also check suspension and steering system including track arms and track bar, steering damper and tires Late GM Truck Strike Out Bumper Issues Causing Light “Death Wobble”
This “bump stop” makes contact at normal ride height!
Other Related Information
Upper ball joint stud was broken
Ball Joint Damage Due To Improper Installation
Ford Truck improper
installation damage
Ball Joint Damage Due To Improper Installation
2007‐2012 GM Crossovers TSB 2717200 Harsh Suspension After Free Hang Overnight
“In regions of high heat and/or repeated use on rough roads, a rebound bumper internal to the strut can wear and produce a fine sediment that can become suspended in the fluid inside the strut. When the strut is left in the fully extended position for an extended period of time, this sediment can plug orifices in the strut valving and cause the strut to remain in the fully extended position and cause a harsh ride. If a thorough road test of the vehicles does not return the strut to normal operation, it will be necessary to replace the strut(s).”
GM Truck/SUV Center Link Installation
Movie
Mark It Before Removal!
Late GM K Series Truck/SUV
This center link can easily be installed backward, which causes the toe out on turns to invert
Great Service Tip For Locating The Noisy Wheel Bearing
Intervention‐Ford’s Pull/Drift Compensation
Intervention‐Lane Departure
Monitors Vehicles ‘Intended’ Path
Lane Departure technology warns the driver if the vehicle drifts over the edges of its intended lane, unless a turn signal is on in that direction. Many use cameras for this.
Can vibrate steering wheel, display a message or correct the condition
Intervention‐Adaptive Cruise Control
Active Safety Systems
 Many systems use either Laser or Radar ‘Range Finding Sensors’
 Laser sensors are usually located behind the windshield or grill where they are protected from dirt and moisture.
Inputs:
Outputs:
‐Vehicle Speed
‐Throttle Position
‐Braking status
‐SAS
‐Throttle
‐Transmission
‐Braking
 Radar sensors can be mounted externally (bumper covers) and are not affected by dirt and weather. These systems generally have a higher cost.
Subaru, VW, Toyota, Hyundai, Honda, Acura
V2V Communications
On board sensors and GPS technology signal other vehicles in the area when a vehicle encounters an unsafe condition such as ABS actuation, accident, air bag deployment, etc. Future vehicles will use this technology in combination with traffic management systems. Thank you!