Keep in mind many of these tech's have over $30000 invested in tools to pay for.
It seems the customer should still be placed first before shop/flat rate. Perhaps it's an obsolete concept these days, but back in the day we took care of the customer.
Like in any business, tools are a necessary investment and requires a heavy upfront outlay which tapers off as needed through out a techs career, which cab be 20-30 years.
I was a dumbass... I switched jobs too often, usually because of a better offer and boredom with the one I was in. I also refused to specialize completely, so I wound up doing stuff in driveability and the rest of the car...
It put an ugly learning curve on me whenever I switched brands and it caused me to continue to outgrow tool boxes... and then I moved just when the experience factor really started to help me.
Don't worry Will, customer service isn't entirely dead. I often shuffled a "no money job" back out the door without charge. I often did this with suspected fuel concerns, Explaining to the customer that warranty won't pay for me to drop, drain and clean the tank and dispose of the old fuel... would they like to switch gas stations and see what happens for no charge? Never had a complaint over that, and often won over a new customer.
Doba, I believe we operate under different warranty laws here in the states. Most times a mystery noise occurred either the customer had to drive with the advisor or foreman to duplicate it. It is amazing how many never get to the shop. Also many techs with less integrity would hang a part to get paid. I would be a liar if I said I never charged warranty for an o-ring to get paid for an A/C top pff at the end of warranty.
Aftermarket warranty inspectors were one of my favorite amusements... here is a guy who has some qualifications, but can't do my job... and it is his job to question my diagnosis and try to screw me out of hours. More than a few times the aftermarket labor time is missing steps and underpaid... window regulators don't account for door panel removal on many cars.
Umm you booked 100 hours in one day? I hope you took the rest of the week off....
I swear I told that one already... That last shop of my career was an aftermarket european brands affair in Naples FL. Hurricane Wilma had come through the month before and had several big irons in the fire waiting for parts or approval. Spent all day Wednesday, in between legitimate work, screwing around with an aftermarket warranty company for amusement and profit. Older E320 Cabriolet model that had been damaged and then sat at the body shop with no back glass... and a slew of electrical problems.
I spent 20-30 minutes on AllData pulling schematics and another 10 doing voltage drops to prove the circuit in question... this car has a raised floor that has lots of wiring and goodies under it. I knew that model quite well. Throughout the day the insurance company sent 2 adjusters and finally had me speak to a supervisor on the phone at their home office after faxing them my schematics and test results. Them "I need to take a picture, can you show me the wiring failure?" Me "Sure, you just have to pay me to remove and reinstall the entire interior." Them "Well then, how do you know?" Me "Simple electrical theory, if this is beyond you I can have the advisor fax a copy of the schematics you are looking at to someone who does understand." Them "But I need a picture." Me "Sure thing, just pay me and you can make a video." Been down that road, once opened up, they know you are obligated to put it back so then they try to negotiate labor... nobody wants their nuts in a vise while negotiating a paycheck they have earned...
At 8am each morning, the shop would have a little meeting where appointment repair orders were dished out... They tried to take some of my jobs away because it was Thursday and they wanted the money in the kitty by the weekend. The owner was so sure I couldn't do it he wanted to bet, I made him bet steaks for lunch for his entire crew, thinking it would help build the team up whatever way it went. At 7am the next morning I finished the last test drive and told them I was leaving for the weekend... That stupid dickhead didn't even show up on steak day, he had the car sales (small used lot) guy take care of it on a company card... we didn't accomplish much that Friday afternoon, mostly drank beer and talked about the owner.
I get it thanks for your and Doba's splain'in
