Posted to Shop Management Forum on 11/19/2015
Re: Goodwill, Where Are The Limits
The type of work you do also has a lot to do with the
number of warranty claims. Some types of automotive work is
inherently high liability. Additionally, the number of
employees and their skill level add to the mix as well.
Sometimes the work itself is simply over the tech's head.
That's the problem our industry is facing.
The lowest liability shop with the fewest warranty claims
will always be a 1 or 2 man shop doing the lower liability
type repairs and maintenance.
I was talking to the local Firestone district manager last
month and he told me they only do low liability work. They
don't do any repair work on transmissions, differentials,
transfer cases, or any engine work below the valve cover
gaskets. They can't get the skill level need for 2,500
stores nationwide, so why try high liability in all stores
when only some of the stores can handle the work?
Get this: They have a high turnover and the lowest position
is somewhere between a tire buster and a lube tech. When a
vehicle rolls onto the lube pit, the first thing they do is
loop a 4 foot piece of chain somewhere underneath the
vehicle and just let it hang. The very last step in the
procedure is for the shop foreman (or head honcho in charge)
to check the engine oil level, check for oil leaks, and
remove the chain.
If the last step is somehow missed, the chain jingling out
of the shop, in the parking lot (and perhaps down the road)
will make the customer realize something is wrong and return
immediately. Supposedly, this will reduce failed engine
claims due to botched LOF services. Idiot-proofing at it's
Although we haven't gone that far in our shop, we've done
certain things to avoid mistakes, like the wrong ATF or
lube. For instance, we have a synthetic limited slip gear
lube that goes in virtually any diff calling for gear lube.
It's backwards compatible and our guys don't have to guess.
Same with ATF; we use a universal synthetic that we use in
all automatics except CVTs and for those, we have just one
type of CVT fluid.
When we have a warranty claim, 90% of the time, it's human
error; but transmissions are inherently high liability and
getting higher with the growing sophistication of today's
transmission control systems.
Technical Information Specialist/Technician
Draper, Utah, USA
3 Replies Received
3 Replies Received