By Aaron Lindstrom, Enterprise Fleet Management In today’s world of computerized engine controls, electronically controlled transmissions and active suspension systems, it is becoming increasingly more difficult for a service technician to diagnose and repair a vehicle just by listening to a driver’s brief, non-specific descriptions of the problem.
For businesses with medium size fleets, encouraging drivers to be as specific as possible can save time and money, as well as help avoid repeat problems down the road.
The more details the driver can provide, the easier it will be for the service technician to determine which systems are affected and if numerous problems could have one common cause. Details about specific conditions, related symptoms, and the vehicle’s service and repair history may also help to save money for the vehicle’s owner by reducing the amount of time required for diagnosis and helping to insure the appropriate repairs are made.
For instance, if the only information a technician has is that a vehicle is making a popping noise, hours can be spent checking the suspension and drive train only to find that the noise is coming from the spare tire.
In order to help a service facility fix the vehicle in a timely manner on the first visit, the customer needs to take an active role in the repair process by providing as much information as possible. If the customer can make some simple observations about the vehicle’s problems, it will greatly facilitate the shop’s diagnosis and repair solution.
Here are a few examples of observations that can help a shop determine the cause of a problem:
- What were the weather conditions – hot, cold or raining – when the problem first occurred?
- Does the vehicle experience the problems during turns, while braking, while driving over bumps, or during normal driving conditions?
- Is there tendency to experience the problem during the first couple minutes of operation, after it is warmed up, during braking, or while air conditioning is on?
- Were there any unusual gauge readings or service lights that went on in the dash display area?
- What color is the fluid leaking onto the garage floor? Also where is the leak located in respect to the front, middle, rear, right or left side of the car?
Although these observations might seem pretty basic and of no real importance, they can significantly help the service technician more accurately and efficiently diagnose and repair the vehicle.
Spot the Warning Signs
In addition to providing detailed information, it helps to be able to recognize warning signs that something is wrong with a vehicle. Unfortunately, many drivers don’t know what constitutes a sign or they don’t take the time to find out what the problem is. By then, it may be too late to avoid more costly repairs, longer down time, or ultimately, being stranded when a complete breakdown occurs.
Every vehicle has its own “personality,” including a normal range of noises, vibrations and smells. Therefore, it’s a good idea to pay attention to these variables for a couple of weeks by listening for squeaks and rattles when driving over rough pavement and noticing any pulling or brake pedal pulsation during acceleration or braking. After becoming accustomed to the vehicle, it can be easier to identify what doesn’t seem to fall within the normal parameters.
Servicing and repairing today’s vehicles is more complex and expensive. But, by educating drivers to be able provide better information to the service technician, companies will reap the rewards.
Aaron Lindstrom, Senior Account Executive for Enterprise Fleet Management in Washington, can be reached at 206-423-3958. Lindstrom is supported by an experienced team of veteran mechanics and accredited Automotive Service Excellence (ASE) technicians to serve the fleet maintenance needs of businesses with mid-size fleets. In addition to maintenance management programs, Enterprise’s services include vehicle acquisition, fuel management and insurance programs, as well as vehicle registration, reporting and remarketing. Visit the company’s web site at
www.enterprisefleet.comor call toll free (877) 23-FLEET.