Issuu

Oil

analysis A scientific way to determine if that vehicle is worth saving

SPECIAL REPORT

The full story on the Ontario technician charged with criminal negligence causing death

Selling tires? Your customerâ€™s search starts on the web

SEPTEMBER 2017

Lifting medium duty trucks What you need to know to service fleets

Canada Post Publications Mail Agreement No. 40063170

Phil Harper Owner, Lumber Street Auto Repair Hopkinton, MA

“The laser is awesome. It cuts down your time and increases accuracy.”

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SEPTEMBER 2017 | VOL. 3 NO. 7

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

FEATURES

Special Report: Technician on trial

The full story of how an Ontario shop owner came to be charged with criminal negligence causing death after a fatal crash in 2012.

Cover Story: Oil analysis

Test your customer’s oil in your own shop and get a report in minutes. It’s a great tool to decide whether an aging vehicle is worth investing in.

Lifts: Expanding into medium-duty service

There are lots of things to keep in mind when selecting a lift that will allow you to work on bigger vehicles.

29 COLUMNS

35 5

Service Notes

Inspecting vehicles is a public trust.

A bright, modern website with comparisons, reviews, and recommendations that are easy to navigate is critical to modern tire retailing.

Talking Tech: Wheel bearings

The style of wheel bearing you’re working with will dictate proper replacement procedures.

It’s Your Turn

We need incentives that will truly help shops.

CounterView

Charging for diagnosis is hard… and necessary.

The Car Side

Tire & Wheel: Online sales

The team tackles an update mystery.

DEPARTMENTS Service Notes ....................................................... 5 Letters................................................................... 7 Eye Spy ................................................................. 7 In the News ......................................................... 11 By the Numbers ................................................. 16 Product Feature: Wipers.................................... 47 Baywatch ............................................................ 48 Advertiser Index ................................................ 53

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September 2017

FORD PARTS BUILD STRONG CUSTOMER RELATIONSHIPS. PARTS THAT WORK FOR YOU. Ford and Motorcraft® Parts will keep your customers coming back for more. They’re engineered for a precision ﬁt in all Ford vehicles, allowing you and your team to work more efficiently. Not only are they a great investment for your business, your customers will beneﬁt from smooth installations and long-term performance. That’s what we call a winning combination. Learn more at ford.ca/wholesale.

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*24 months/unlimited-km limited warranty applies to most car and light truck Genuine Ford/Motorcraft® Parts and Ford Genuine Accessories, purchased from Ford or Ford Lincoln dealers, that are found to be defective in material or workmanship. Parts and labour (up to a maximum of $150) covered for wholesale parts/accessories. Part and/or accessory failure due to: abuse, misuse, neglect, alteration, accident, racing; improper lubrication, repair, or installation; use in applications for which they were either not designed, or functionally intended, or not approved by Ford Motor Company of Canada, Limited; cleaning, adjustment or replacement as a part of normal maintenance; or failures caused by non-Ford parts, are not covered under this warranty. See your local Ford Store for complete coverage details and limitations. ^36 months/unlimited-km limited warranty on New and Remanufactured Gas Engine Assemblies (6006, 6V012, SLGB, LGB) and Transmission Assemblies (7000, 7V000, 7002, 7003,TRM), purchased from Ford or Ford Lincoln dealers, that are found to be defective in material or workmanship. Parts and labour (up to a maximum of $150) covered for ‘over-the-counter’ parts/accessories; labour is covered for engines/transmission assemblies (max. of $150 does not apply). The warranty does not cover parts or accessories that fail due to abuse, misuse, neglect, alteration, accident or racing or which have been improperly lubricated or repaired, improperly installed, or used in applications for which they were either not designed, or functionally intended, or not approved by Ford Motor Company of Canada, Limited, or are cleaned, adjusted or replaced as a part of normal maintenance or failures caused by non-Ford parts. In the Province of Quebec, none of the following limitations and exclusions will exclude or restrict the warranty provided for in sections 37 and 38 of the Quebec Consumer Protection Act. To the extent allowed by law, loss of time, inconvenience, loss of use of the vehicle, commercial loss, or special or consequential damages are not covered. There is no other express warranty, agreement or representation on Ford-supplied replacement parts and accessories. Any implied warranty or condition as to merchantability or ﬁtness is limited to the duration of the written warranty. See your local Ford Store for complete coverage details and limitations. Motorcraft® is a registered trademark of Ford Motor Company. ©2017 Ford Motor Company of Canada, Limited. All rights reserved.

SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 614-5814 allan@newcom.ca CONTRIBUTORS | Alysa Beech, Rick Cogbill, Bruce Eccles, John Fraser, Bob Greenwood, Geoff Kirbyson, Jeff Taylor. ART DIRECTION | Tim Norton/Janet Popadiuk (416) 614-5810 tim@newcom.ca MANAGING DIRECTOR, AUTO DIVISION & NATIONAL SALES | Kathryn Swan (416) 510-5221 kathryn@newcom.ca NATIONAL SALES | Juan Diez (416) 510-5203 juan@newcom.ca QUEBEC & EASTERN CANADA SALES DIRECTOR | Denis Arsenault (514) 947-7228 denis@newcom.ca ADVERTISING PRODUCTION MANAGER, PRINT/DIGITAL | Alicia Lerma (416) 442-5600 ext. 3588 alicia@newcom.ca PRINT PRODUCTION MANAGER | Phyllis Wright (416) 510-6786 pwright@annexnewcom.ca CIRCULATION MANAGER | Lilianna Kantor (416) 614-5815 lily@newcom.ca CARS magazine is published monthly except for January and July by Newcom Business Media Inc., 80 Valleybrook Drive, Toronto, ON M3B 2S9. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $7.00 plus tax; one-year subscription in Canada: $53.95 plus applicable tax; 2-year subscription in Canada: $84.95 plus applicable tax; one-year subscription in U.S: US$95.95; single copy price: US$10.00; one-year subscription in all other countries: US$97.95. Copyright 2017. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in CARS. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: send address changes and undeliverable Canadian addresses to Circulation Dept., CARS, 80 Valleybrook Drive, Toronto, ON M3B 2S9.

VP, OPERATIONS | Melissa Summerfield VP, EDITORIAL | Rolf Lockwood PRESIDENT | Joe Glionna CHAIRMAN | Jim Glionna CORPORATE OFFICES HEAD OFFICE 451 Attwell Dr., Toronto ON M9W 5C4 Telephone: 416-614-2200 Facsimile: 416-614-8861

REGIONAL OFFICE 80 Valleybrook Drive, Toronto, ON M3B 2S9 Telephone: 416-442-5600 Facsimile: 416-510-5169 Member of the Audit Bureau of Circulations Newcom Media – Publications at 80 Valleybrook Customer Number: 4006214 Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 On-line edition ISSN 2368-9137

A very serious responsibility Conducting vehicle safety inspections is a public trust. We must never forget that. By Allan Janssen An Ontario technician stood trial this summer for his role in a deadly car crash that happened five years ago. Joe Ramono of Pro Street Auto Sales and Service, in Stouffville, Ont., wasn’t the driver or a passenger in either of the two vehicles that collided head-on near Peterborough, Ont. He wasn’t a witness to the crash, or anywhere near the scene of the crime. He didn’t know the victim, a 27-yearold woman named Abigail MacNaughton, driving a compact car home from her day job at a children’s camp. By most accounts, he didn’t even know Billy Towns, the 21-year-old driver of a dangerously neglected 1995 Dodge 2500 pickup truck, who was speeding and overtaking other vehicles with reckless abandon that day. No, Joe Ramono was charged with criminal negligence causing death for having inspected that pickup truck only a month earlier and giving it the all-clear, despite a long list of worn and broken parts. If it surprises you to hear that a technician could be criminally charged over a simple vehicle inspection, you’re not thinking hard enough about the implications of what you do. The public relies on periodic inspections – usually when a vehicle changes hands or is registered in a new province – to ensure that the most decrepit vehicles are taken out of commission. If Ramono looked at the truck at all (and the assistant Crown attorney who prosecuted him insisted he never did) how did he fail to notice the missing muffler, numerous holes in the floor, exposed brake cables and wires, rusted cab mounts, and – most troubling – a faulty steering shaft with over 120 mm

of free play? The safety certificate he signed indicated no faults were found. Prosecutors called that a blatant case of professional misconduct, deserving of the very serious charge of criminal negligence causing death. Fake safeties are not a theoretical danger to society. They are a practical concern – real in every sense of the word. The connection between negligent work by auto repair technicians and potential carnage on public roads is something our industry must grapple with. We have to understand our responsibilities in this matter. We are placed in a position of public trust. To abuse that trust is to court tragedy. And sometimes the threat of tragedy actually comes to pass, as it did in this case. Ramono is no longer listed on the Ontario College of Trades website as a working technician. His company has been shuttered. He is no longer in the auto repair business. But he did beat the charge of criminal negligence causing death. Ultimately, jurors were not convinced beyond a reasonable doubt that his actions or inactions led to the accident. Joe Ramono walked away from court, guilty only of uttering a forged document, for which he will be sentenced later this month. He walked away unscathed from the carnage on County Road 4. Unfortunately, Abigail MacNaughton did not. Please tell me what you think of this unfortunate case, and how our industry should respond to the phenomenon of fake safeties. You can reach me at allan@newcom.ca

September 2017

LETTERS Safety work should be by authorized shops only I’d like to know if Ontario’s Ministry of Transportation has considered changing the way safety inspection “rechecks” are done. Currently an authorized shop can make a list of required repairs, and the owner of the car can do the repairs himself or hire someone to do them. However there’s no paper trail required to prove that the work was done by a qualified person. This puts the re-inspecting shop in the uncomfortable position of having to ensure quality control. I believe any repairs required for a safety inspection should only be done at a certified inspection shop. Does anyone know if such a suggestion has ever been raised at the government level? It would certainly would be a benefit to our industry. Wayne Quigg Art Quigg’s Service, London, Ont.

Why are carmakers so gung-ho about autonomous cars? Most people enjoy driving their own cars, so why are car companies pushing so hard for autonomous cars? (“AIA Paper Looks at the Future of our

Industry,” June 2017.) How confident will people feel sitting in a vehicle that they’re not in control of? I’m pretty sure it will scare the hell out of most folks! And who will service them when they get here? What training will be available for technicians? Our trade already has a serious lack of competent mechanics. Electronic diagnostic techs are few and very far between! After the first round of injuries, deaths, and lawsuits, I think the public will lose confidence in the entire concept. Maybe the engineers should just quit while they’re ahead and leave cars the way they are. Peter Kasala Cormier Auto Repair Trenton, Ont.

Quality aftermarket parts don’t seem to be an option I read your article about selling premium parts (“Other People’s Money,” May 2017) and I agree with you. However, the issue I still have is whom to believe. Our suppliers tell us the imported parts we’re buying are the best possible quality in the aftermarket. There’s no better aftermarket parts available. The only alternative is to buy them directly from the OEM. And, sure as heck, today I’m looking

EYESPY

Tough neighborhood! The owner of this vehicle was tired of losing gas to a mysterious siphoner. Trevor Webster, service manager at Murray Chevrolet Cadillac Buick GMC in Brandon, Man., sent in this picture of his customer’s rather dramatic solution to the problem. The thief, he reports, turned out to be his customer’s next door neighbor! Have an interesting picture to share? Send a high-resolution image to allan@newcom.ca

www.autoserviceworld.com

at an aftermarket control arm that we installed less than a year and a half ago. It came with a five-year warranty, but it didn’t last half that long. Sure, the cost of the part will be reimbursed, but who’s supposed to pay the labor? In the old days, we could rely on an aftermarket company to make a superior part that cost less than the OEM version. And it would actually last. It was a win-win. The customer paid less, and I made a bigger profit. That’s no longer possible, sorry to say. Alan Gelman Co-host of “Dave’s Corner Garage” Co-owner of GlennAlan Motors Toronto, Ont.

Substandard parts are the real problem There’s a lot of talk about trade deals like NAFTA (“Thousands of Jobs at Risk if NAFTA Killed,” March 2017). I wouldn’t especially call NAFTA a disaster. In our industry, the bigger problem is poorly made parts coming from across the Pacific. Companies have gone over there, set up facilities, and then flooded our markets with substandard products. They say that they have to do that in order to remain competitive. I think they just do it to maintain their profit margins; quality be damned. NAFTA needs a tune-up, I’d agree to that. But that offshore stuff has got to go! There are a lot of us who will gladly pay more for quality product made right here. George Stringam Taber Diesel Service, Taber, Alta.

Competitions are a great way to showcase tech skills The recent Mazda competition (May 2017) is a great way to get your mechanics motivated. I’ve always thought that automotive technicians are under-rated, given the skills required to be competent in this industry. Personally, I think first, second, and third prizes should be trips to Hawaii! Congratulations to all the competitors. John de Best Retired, BCIT, Burnaby, B.C.

September 2017

LETTERS How do you express your creative side?

TOTAL QUARTZ HIGH TECHNOLOGY FOR YOUR ENGINE Long-lasting

My husband, Wayne, took some discarded tools from an overflowing garbage bin, and put together a collage that has become a sign for our shop. He designed it, and turned it over to our employee Lester Douglas for welding. The frame is an old exhaust pipe. This “masterpiece” now adorns the wall of our garage and is a topic of conversation with customers. Too often a garage facility is all work and no play. We’d love to know how other shop owners and fellow technicians have expressed their creativity during downtime! Heather Hetu Hetu’s Auto Repair Bancroft, Ont.

Performance Reduced costs

CASIS is unknown or poorly understood

Easier start-ups Savings and reliability

Concerning your article on fixing “the CASIS gap” (March 2017), I think the failure of the Canadian Auto Service Information Standard is less in the agreement than in the fact that it was not well advertised once it was created. Technicians and shop owners either don’t know it exists, or don’t understand how to access the information they need. Nearly everything I’ve ever heard from a technician about something not being available is in fact available. Peter Foreman Foreman’s Integra Tire Auto Centre Langley, B.C.

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I enjoyed your look at shop security (March 2017). In this life, where anything can happen, security is never guaranteed. Your first and best line of defense is a great insurance plan, through a broker that deals specifically with our industry. The one we use addresses risk factors that were never considered by any other broker. They actually understand the insurance challenges that our industry faces at every level. As for security, we’ve invested in a great 24-hour monitored alarm system that includes glass-break and motion sensors, video cameras, open-close sensors for all exterior doors, and heat sensors. Using wifi or data, we can monitor all video camera feeds on a phone or laptop, activate and deactivate the system remotely, and lock or unlock doors as needed. I do not begrudge the monthly payments. Peace of mind, personal security, and lower risk factors at the shop are worth every penny. Beverly Kaltenbruner Harold’s Auto Service Lethbridge, Alta.

www.autoserviceworld.com

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Chevron Products are available from the following locations CHEVRON CANADA LIMITED 500-5th Ave. S.W. Calgary AB T2P 0L7 Toll Free: 1 (800) 822-5823 canada.havoline.com

CATALYS LUBRICANTS 7483 Progress Way Delta BC V4G 1E7 Toll Free: 1 (855) 946-4226 catalyslubricants.ca

NORTHERN METALIC SALES (GP) 9708-108 St. Grande Prairie AB T8V 4E2 Tel: (780) 539-9555 northernmetalic.com

HUSKY ENERGY CORPORATION 707-8th Ave. S.W. Calgary AB T2P 1H5 Tel: (403) 298-6709 huskyenergy.ca

UFA 4838 Richard Rd. S.W. Suite 700 Calgary AB T3E 6L1 Tel: (403) 570-4306 ufa.com

CHRIS PAGE & ASSOCIATES LTD 14435-124 Ave. Edmonton AB T5L 3B2 Tel: (780) 451-4373 chrispage.ca

RED-L DISTRIBUTORS LTD 9727-47 Ave. Edmonton AB T6E 5M7 Tel: (780) 437-2630 redl.com

49 NORTH LUBRICANTS 1429 Mountain Ave., Unit 2 Winnipeg MB R2X 2Y9 Tel: (204) 694-9100 Fax: (204) 775-0475 49northlubricants.com

CASE ’N DRUM OIL INC 3462 White Oak Road London ON N6E 2Z9 Toll Free: 1 (800) 265-7642 www.cndoil.ca

TRANSIT LUBRICANTS LTD 5 Hill St. Kitchener ON N2G 3X4 Tel: (519) 579-5330 transitpetroleum.com

R. P. OIL LTD 1111 Burns St. East Unit 3 Whitby ON L1N 6A6 Tel: (905) 666-2313 rpoil.com

CREVIER LUBRIFIANTS 2320, Rue de la Métropole Longueuil (QC) J4G 1E6 Tél : (450) 679-8866 crevier.ca

NORTH ATLANTIC REFINING LTD 29 Pippy Place St. John’s NL A1B 3X2 Tel: (709) 570-5624 northatlantic.ca

MACEWEN PETROLEUM 18 Adelaide St. Maxville ON K0C 1T0 Toll Free: 1 (800) 267-7175 macewen.ca

NEWS

Automechanika workshop tackles technician shortage Dutch and Canadian ideas held up as potential solutions to an ongoing problem. By Allan Janssen An automotive trainer says the United States should follow the example of Canada and The Netherlands if it ever hopes to solve its growing technician shortage. Speaking at the biennial Automechanika trade show in Chicago, Craig Van Batenburg, told an audience of shop owners that six key elements of the Dutch and Canadian training programs would go a long way to increasing the supply of young technicians entering the field. The founder of the Automotive Career Development Center (ACDC) in Worcester, Mass. is advocating for a formal apprenticeship program that includes post-secondary education, mandatory licensing for technicians, a generous internship (or pre-apprentice) program, shop-provided tools for new technicians entering the field, and an end to flat-rate pay. “The old way is simply not working,” he said. “We have to try something new if we’re going to solve this problem.” Van Batenburg said Canada has already had success with its apprenticeship program and mandatory licensing.

“Canada is partly there with interns, apprentices, and licensing,” he said. “I think America might do well to emulate those programs.” His vision is for shops to open themselves up to young “interns” from near and far who want experience in the automotive repair industry so they can assess it as a career option. The shop would provide the tools they need to do the job, mentoring, a place to stay, a car to drive if necessary, and a small stipend. The internship would last six to eight weeks, and only the most promising would be invited to stay on as “apprentices,” with ever-increasing responsibilities, a reasonable wage, and ongoing formal education. “That might sound expensive when you first hear of it. But it’s not expensive if it builds your workforce,” he said. “What’s truly expensive is having no person at all, or the wrong person in place.” With spirited audience participation, Van Batenburg separated the “symptoms” of a struggling auto repair industry from the underlying problems that create them. “It’s a lot like peeling an onion,” he said. “If you want a solution, you first have to figure out the real source of the problem. I believe a lot of the problems in our industry are actually symptoms of poor management. The root problem is poor management.”

S H O C KS & S T R U T S

SHOCKING REWARDS!

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OCTOBER 31, 2017 Automechanika Chicago and the National Automotive Collision Exposition (NACE) joined forces to offer a trade show and training event for the entire aftermarket.

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September 2017

Time To Sell Your Quick Lube? Maybe it’s time for retirement or perhaps you are ready for a new challenge. Whatever the reason, when its time to sell consider Mr. Lube. We are looking for potential franchisees hisees and conversion opportunities for existing independent operators who would ould like to take their business to the next level or exit the business and lease or sell their location to Mr. Lube. Mr. Lube Offers: • A respected brand name supported with award winning advertising programs. • Established operating system. • National purchasing programs and partnerships. • An extensive franchisee support team.

NEWS

NAPA launches scholarship to ease tech shortage in Quebec Aspiring auto repair technicians in Quebec will have access to a financial assistance program through a new scholarship program from NAPA. Alain Primeau, regional vice president for Quebec, said the scholarship is meant to encourage young people to pursue a career in auto repair. “The idea to create a scholarship program to support workforce development and ensure young mechanics have the skills that shops are looking for came about at an advisory committee meeting for NAPA Autopro members,” he said. The company anticipates giving out $10,000 in scholarships this year, said André Couture, regional director of NAPA Autopro in Quebec. Several fundraisers, including a golf tournament, were planned to raise the funds. Recipients are to be chosen by a committee that includes representatives from Montreal training provider CETEMMM. “We are thrilled to be a part of this initiative to help young people who are interested in the field of mechanics,” said CETEMMM president Dominique Bousquet. “The NAPA Autopro scholarship will give young apprentices an invaluable head-start, while training the next generation for service centers.”

Subscribe to the

e-newsletter and get a chance to

win an iPad! Stay current with: • Industry news and innovations • The latest products and game-changers • Business and technical features • Greenwood’s Garage video series • Aftermarket events and more!

Sign up for the twice weekly newsletter to be entered in the draw to win! www.autoserviceworld.com/carn For additional information, please email franchising@mrlube.com and a representative will be in contact with you.

12 CARS

Sign up for the newsletter between August 20th and November 30th and be entered for a chance to win an iPad. Chances to win depend on the number of submissions. The draw will take place on November 30, 2017 at 12:00 P.M. EST.

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L L O R . S L E MOD At Mopar®, we like things fast. Including the racers we sponsor. That’s why Andrew Ranger and Jordan Szoke are the ideal partners for our brand. They are champions with proven track records and a shared passion for performance. Jordan Szoke

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Service & Repair Parts

Remanufactured Parts

Collision Parts

Accessories & Performance Parts

21179 ©2016 FCA Canada Inc. All Rights Reserved. Chrysler, Dodge, Jeep, Ram and Mopar are registered trademarks of FCA US LLC. FIAT is a registered trademark of Fiat Group Marketing & Corporate Communication S.p.A., used under license by FCA US LLC.

NEWS

New AIA report analyzes consumer psychology Repair shops that want customers who put a high value on vehicle maintenance should concentrate on attracting older, wealthier Canadians. That’s just one of the insights found in “Maintenance & Repair: Views of 2,000 Canadians” – a recently released Automotive Industries Association of Canada (AIA) survey on consumer attitudes toward auto repair. The report, conducted for AIA by Quorus Consulting Group, was released last month to give the independent aftermarket some insights into how to attract and retain the right kind of customers. It found that young vehicle owners are the least maintenance conscious (only 44% of them consider it a high priority), while 75% of Canadians aged

65 and older consider maintenance a high priority. Maintenance is also reported to be a high priority among respondents with a household income of at least $80,000 a year, a much higher priority than among those who make less than $40,000 a year. “This is good business intelligence,” said France Daviault, AIA’s senior director for stakeholder relations. “This gives an idea of what consumers are thinking, how they’re making their choices, and how can that inform a shop’s strategy.” She said the information just might give independent shops some leverage over new-car dealership service departments. “There is a perception that the aftermarket has to work so much harder than dealerships to bring customers in, and that dealerships have captured the bulk of consumers even for regular maintenance,” she said. “But this report

shows there’s a huge opportunity for the aftermarket because consumers have a better view of independent shops than they do of dealerships. Even for vehicles that are still under warranty, there are consumers who believe that it is better to bring their car to an aftermarket shop.” Those who only go to dealerships for service cite vehicle warranty as the main reason (29%). Trust (24%) and knowledge of the vehicle (18%) were also cited. Competency was a factor for only 8%. Among those who never go to dealerships, 56% said auto parts and labor cost too much there, and 16% believe it is cheaper to go to an independent. Some 16% of those who never go to a dealership say it is because they do not trust dealerships. The report, which draws conclusions from an online survey of 2,284 vehicle owners, is part of AIA’s Consumer Behavior Series.

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Delphi has been selling top quality aftermarket auto parts for more than 100 years. And the MaxStart battery is the latest addition. Made in the USA, Delphi MaxStart has a battery to meet your particular needs – from our best value to our premium AGM with maximum reserve power. The AGM category is projected to grow based on the increased use of powered accessories in late-model vehicles.

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NEWS

By the NUMBERS Stats that put the North American automotive aftermarket into perspective.

$181

The amount, in U.S. dollars that Canadians said they’d be willing to pay for wifi in their next vehicle. It was the lowest amount among five countries surveyed. Americans said they’d be willing to pay $472, Germans said $322. IHS Markit

7 million The number of Advanced Diagnostic reports OnStar emails every month.

www.experienceonstar.com

87% Number of personal vehicles replaced by a single car-sharing vehicle. A ride-sharing vehicle replaces 4 personal vehicles.

Percentage of Canadian motorists who feel drivers have a moral obligation to protect the environment by ensuring their vehicles are as fuel-efficient as possible.

AlixPartners

Tire and Rubber Association of Canada

30x

It can cost up to 30 times as much to attract a new customer as it does to retain existing customers. Kukui

3200

27.6%

Percentage of new cars and light trucks in the 2017 model year run with turbocharged engines. That’s the sixth annual increase in turbo use, and a new record, up from 24.1% in the 2016 model year.

Number of franchised new car and truck dealerships in Canada. Canadian Automobile Dealers Association

WardsAuto survey

24.5 million

Number of cars and commercial vehicles produced in China in 2015. That’s more than double the United States’ 12.1 million.

Test drives

The number of new cars estimated to be sold in 2019 in the U.S., the lowest point expected in the next five years.

The number one reason why consumers still see a need to visit dealerships when considering buying a new car. Though online shopping increases every year, other reasons to visit a dealership include: Seeing the car ‘in real life,’ negotiating a better price, getting additional info, getting personal advice and getting to know the service team.

AlixPartners U.S. auto forecast & analysis 2017

Capgemini Cars Online 2017

International Organization of Motor Vehicle Manufacturers

15.2 million

16 CARS

www.autoserviceworld.com

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No more trinkets!

It’s time our suppliers offered incentives that will truly help our businesses. By Bruce Eccles

Would you buy your kid a new hockey helmet simply because your name would be entered in a draw to win a prize? Probably not. You’d probably be more concerned with buying the right helmet for your child, making sure that it fit properly and would keep them safe on the ice. Now, let me ask you this: Would you buy brake pads or steering components just to get your name entered in a draw? As shop owners, we often face that opportunity. But do we make the same careful choice that we would for our own children? Are we buying the best parts for our clients? Or are we just buying parts to get a prize? Those giveaway campaigns may have worked in a previous era, but times have changed! Technology has reinvented our business. And with the complexity of modern vehicles, it’s more important than ever to source the best possible parts. We need the ones that come with a good warranty, and offer fit, form, and performance that meets (or exceeds) the OE part. Not the ones that come with a little gift. Our businesses have to be more sophisticated than that, and I challenge all parts manufacturers to help us establish new standards for choosing replacement parts. Given the kind of promotional offers I see almost every day, we have a long way to go! Yes, we seem to be past the days when T-shirts and hats were the most common incentive. But there are still lots of schemes to be found. Buy one www.autoserviceworld.com

get one free. Collect end-tabs and win! Show proof-of-purchase for your chance to win! “Like” this on Facebook. “Share” that on Instagram. All in the hopes of getting something for nothing. It makes me wonder what these manufacturers really think about us. Is this how modern businesses should be run? One of the most insidious “rewards” offered are prepaid credit cards or gift cards. The implication is that you can use these for your personal spending pleasure. Buy yourself an iPad or a set of golf clubs. Yeah right! Did you know that you have to claim those things as personal or business income when filing your tax return? Tell me if it’s still as valuable to you when you have to pay tax on it! We’re professionals and should be treated as such. We can create our own

staff bonus programs and customer sales incentives. We don’t want to be “hustled” into specifying a particular brand of aftermarket part. Here’s my suggestion to manufacturers. Why not take that dollar amount that they were going to give away and apply it in a more professional way. What we really need is technical training, service information hotlines, business management c onsult ation , cli ent retention programs, laptops and tablets for professional use, facility renovations, marketing and branding ideas, new signs and logos… the list goes on and on. For the aftermarket to be successful we don’t need trinkets. We need business assistance. That’s what will really help us. Or if that’s too complicated, how about just selling quality parts, backed up by a generous warranty, with a proper labor component? You get the point. As independent service providers, we need to stop buying into ridiculous incentives when making purchase decisions. We don’t need another chance to win a barbecue. We need good relationships with our distributors, the respect of our suppliers, and quality parts to sell. After all, we are professionals, are we not?

Bruce Eccles is owner of Eccles Auto Service, with three locations in Dundas, Ont.

September 2017

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COUNTERVIEW

Diagnosing diagnostics How we charge for one of the most difficult and important services that we provide is key to our success. By Alysa Beech

t was a simple question from a customer: Could we exchange a couple of burned-out bulbs in his 2012 Mercedes-Benz? Unfortunately, the answer was not nearly as simple. A cursory check revealed that at least eight of the bulbs at the rear of the vehicle were not operating and we were immediately suspicious that there was a complicated underlying problem here. We informed the customer that we’d need to inspect the vehicle properly in order to come to a conclusive diagnosis and remedy the problem. The customer authorized an hour’s worth of diagnostic time, allowing us to go ahead and inspect the vehicle. Unfortunately, the job got complicated in a hurry when we discovered that the driver’s side power seats were only functioning intermittently. And the diagnostics for this vehicle required dismantling the paneling in the trunk so we could begin our ‘diagnostic safari’ of inspecting fuses, wires, motors, and modules. At the conclusion of the diagnostic, we determined that the rear signal acquisition module (SAM) had been damaged by water intrusion. We presented an estimate for parts www.autoserviceworld.com

and labor totaling nearly $1500. The customer declined the repairs and asked us to put the vehicle back together instead. When he returned to pick up the vehicle, he balked at the diagnostic fee and refused to pay it. He claimed we were simply telling him that the lights were not working, something he already knew prior to coming in. We reminded him that he’d been aware from the outset that a fee would be charged for the diagnostic work. Clearly, this particular customer did not see the need to pay for a comprehensive investigation to find the source of a very elusive problem. Diagnostic work can be the most difficult in the shop, and it often has the highest risks associated with it. And yet, it’s easily one of the most under-appreciated by the customer. This is due, in part, to a lack of knowledge on the part of the consumer. But the service advisor does not escape blame if he or she fails to manage the conversation about how automotive diagnostics works. How often do customers come into your shop and ask if you can simply ‘listen to a noise’ or ‘look at a light’ or ‘pull some codes’ for their vehicle? And

how often do we accommodate their request by providing answers and information at the drop of a hat. But information and time are valuable commodities. We should not give them away just because it can be difficult to ascribe a tangible monetary value. This is why diagnostic work can be so challenging to sell. It’s very difficult to put parameters and a value on something that involves so many unknowns. Yet as vehicles become ever more complicated, we really need to find a workable approach to charging for diagnostics. Let’s start by identifying what we mean when we classify work as ‘diagnostic.’ Simply put, diagnostics involves a level of intellectual expertise to identify both a fault and its root cause. Not all diagnostics can be treated equally. There’s a vast difference between diagnosing an electrical error and diagnosing a brake squeal. Diagnostic work on modern vehicles demands the knowledge of a highly skilled and experienced technician. Often it’s the lead technician in the shop who takes on these jobs. His or her time is worth its weight in gold. Furthermore, the equipment required to complete diagnostic work is not cheap. Scan tools and OEM subscriptions can often be the biggest expenses in a shop. To break down the risks and costs associated with diagnostic time, let’s compare an hour in the shop spent on diagnostic time versus an hour spent completing a brake job. Diagnostics requires the knowledge and experience of a lead technician, while a brake job can be done by a supervised apprentice. Diagnostics requires equipment that is exponentially more expensive than the tools required to complete the brake job. Furthermore, there’s a much greater risk for a comeback with diagnostic CONTINUED Æ

September 2017

COUNTERVIEW

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work. And electronic parts cannot be returned to the jobber if they don’t solve the problem. So why do we still find ourselves discounting diagnostics or, worse, providing it for free? It’s a pattern or behavior that needs to be broken – both for the sake of the technician and for the shop’s profitability. When both diagnostics and inspections are properly charged out, they should account for between 15-25% of your shop’s revenue. This is simply too great a total to be given away for free. So how should we approach charging for diagnostic services? Here’s a method that has worked well at our shop. Because we can only charge for time on most diagnostic work, and because we can’t predict how much time it will require, we avoid attaching a time limit to any diagnostic task. Instead, we focus on the complexity of the problem as the determining factor. Specifically, the diagnostic rate is applied depending on the complexity of the problem, from Level One to Level Three, with each level associated with a range of pricing. Our customers are told that their diagnostic charge will fall anywhere within the pre-authorized range associated with the level of complexity for their specific issues. For example, a Level One diagnostic could be anything from a no-start, to an air conditioning inspection, or a Check Engine Light request. Without attaching a specific time to the procedure, we expect that a Level One diagnostic will take anywhere from a half hour to a full hour. The rate we charge is higher than the regular door rate to reflect the higher level of skill needed, the greater risk, and the expensive tools required to perform the service. Level Two diagnostics are much more complex, often involving multiple interacting systems, intermittent problems, and time consuming electrical diagnostics. They also may require extra time to disassemble parts for better access to the problem. Finally, a Level Three diagnostic is the most complex and time consuming of

all, requiring the skills and expertise of our most senior technician. Level Three diagnostics are extremely rare. For example, a vehicle that has been to other shops without success would probably require a Level Three diagnostic. Often we’ll assign a technician to give a cursory inspection to verify that a Level Three diagnostic is truly necessary. We’ve found that using levels makes the fee structure much more tangible to customers. As well, using “range pricing” provides the technicians with a buffer in case the diagnostic proves more time consuming or difficult than expected. In some cases, even when diagnostic charges are communicated and agreed upon, there’s an assumption on the part of the customer that once the fault has been identified, the diagnostic fee will be waived if they choose to have the repair done. It’s important to realize that this assumption is not entirely the customer’s fault. Rather, it’s the fault of the industry. We’ve enabled that assumption for decades! Many clients have come to expect diagnostic answers at no charge. It’s time for the conversation around diagnostics to shift and become one that emphasizes the true value of the service provided. Completing proper diagnostics takes the guess work out of automotive repair, which will inevitably save the customer both time and money. It’s news to no one that the automotive industry is often perceived through a lens of suspicion and, in some cases, outright mistrust. As service advisors, it’s our responsibility to create an environment that fosters trust, and demonstrates both accountability in our work and transparency in our methods. When dealing with complex diagnostics, it’s paramount that adequate time is taken to lay the groundwork and educate the customer about this difficult and important work.

Alysa Beech is a service advisor at one of two Beech Motorworks locations in Hamilton, Ont.

www.autoserviceworld.com

SPECIAL REPORT

Abigail MacNaughton

Technician

on trial

Joe Ramono fraudulently certified a 1995 Dodge Ram with over 400,000 kilometres on the odometer, holes in the floor, and faulty steering one month before it went out of control and killed a 27-year-old woman. A jury was asked to determine if he was criminally negligent. By Allan Janssen

24 CARS

Joe Ramono’s career in the automotive aftermarket is over. The 52-year-old former shop owner and licensed technician was found guilty this summer of issuing a fraudulent safety certificate for a vehicle involved in a fatal crash in 2012. That’s on top of more than 70 Ministry of Transportation Ontario (MTO) charges, for which he was convicted last year, and $31,000 in fines imposed for infractions related to issuing safety certificates. He told CARS magazine he is no longer in the business of servicing vehicles. The story behind one of the safety certificates he issued – the one for the 1995 Dodge Ram 2500 that went out of

control on Peterborough County Road 4 on Aug. 3, 2012 and killed 27-year-old Abigail MacNaughton – played out in Ontario Superior Court this summer. Joe Ramono pleaded not guilty to charges of criminal negligence causing death, and uttering a forged document. He was forced to defend himself against allegations that he signed a fake safety certificate for the truck, never having actually inspected it. Or, if he did, having done so with criminal incompetence. Either way, said Assistant Crown Attorney Lisa Wannamaker, in her closing argument, “Mr. Ramono showed wanton or reckless disregard for the lives and safety of others… He failed to do what www.autoserviceworld.com

he was supposed to do, what it was his responsibility to do: inspect vehicles and only issue a safety certificate if they qualify for one.” Repeatedly through the four-week trial, Wannamaker spoke of the importance of vehicle safeties, and the reason they’re so carefully regulated. “This is a big deal,” she said. “As a mechanic, you are guaranteeing the safety of a thing we all understand is potentially lethal to us and to others on the road. You are sending a vehicle out to travel the roadways with all of us, and you are verifying through your inspection, that it is safe.” The story that unfolded during the course of the trial began with the sale of the truck “as is” on July 12, 2012 to a young man named Jordan Schiemann. Nothing was above board about this sale. Schiemann would testify in court that he asked the seller, Richard Spence, to alter the receipt to show a sale price of just $500 rather than $7000, so less tax would have to be paid on it. He also admitted to lying about having obtained insurance for the vehicle. And, most notably, he asked Spence for help obtaining a “phony” safety certificate. Spence, who had bought a fake safety two years earlier when he initially bought the truck from his brother, said he could help him out on that point. He put Schiemann in touch with a co-worker named Scott Tucker, who’d dealt in fake safeties before. Called to the witness stand Tucker acknowledged that he had agreed to

obtain a fake safety for the pickup. The cost was “about $200” and all he needed was the vehicle identification number, the odometer reading, and the color, make, model, and year of the vehicle. In his testimony, Tucker told prosecutors that he didn’t know that obtaining a fake safety was illegal, and he insisted – as Spence had also done – that he did not benefit financially from the transaction. Asked why he got involved, Tucker said, “I’ve asked myself that many times. Just foolish, I guess.” In any case, he passed the money and information on to a Scarborough technician, who contacted a counterperson at a Scarborough parts store for the name of a technician who could do the safety. That counterman offered the name of someone he took to be a licensed mechanic – a man named Brian Bush, who is now deceased. Court never did learn how Joe Ramono ultimately came to be the technician of record on the Dodge Ram’s safety certificate, but his signature is on the document, certifying that no deficiencies were found. “Whether it went through Brian Bush, or more people in-between, what matters and what we know for sure, is that Joe Ramono signed that safety,” Wannamaker said. “He acknowledged that fact [to police]. It was his safety, his responsibility, no matter how many hands it went through.” Perhaps the first sign that something was wrong with the safety was the fact that it was dated July 4, 2012, some eig ht d ay s b efore S chiemann actually purchased the vehicle. Schiemann and his friend, 21-year-old Billy Towns knew that the vehicle needed work. Schiemann, who considered a career as an automotive technician himself, installed new ball joints and The force of the impact pushed Abigail MacNaughton’s U-joint. He also purchased Honda back a significant distance. a steering shaft and had www.autoserviceworld.com

A Ministry of Transportation Enforcement officer inspects Pro Street Auto Sales and Service in Stouffville following the fatal crash on Peterborough County Road 4.

Steering components pulled from the Dodge Ram.

The Safety Standard Certificate issued by Joe Ramono on July 4, 2012.

plans to purchase a steering box online to eliminate excessive play in the steering. The new steering shaft was still in the bed of the truck about a month later when the truck, with Towns at the wheel, was involved in the fatal collision. On that day, Aug. 3, 2012, Towns attempted to pass three cars at once at a very high rate of speed on a two-lane highway. He testified that CONTINUED Æ

September 2017

SPECIAL REPORT Certificates (SSC),” MTO enforcement officer Steve Gimera testified in court. Among them, the station must have specific tools and equipment, books of unused safety certificates must be kept secure and on the premises, all paperwork related to inspections, including work orders, must be kept on site, and inspection handbooks and Ministry circulars must be available. Also missing was the work order for the Dodge Ram 2500. It was never produced, the Crown contended, because it was never done. Following several visits, MTO laid 72 charges against both Ramono and his business, with combined fines of some $31,000. He was convicted in a Newmarket court in 2016. The bulk of the charges related to bad record keeping, but there were also allegations of selling safety certificates for vehicles that would never have passed a proper safety inspection. According to a televised report on

Holes in the cab floor are an automatic fail during a safety inspection.

when he attempted to bring the vehicle back into its lane, he had trouble steering. The truck went from one soft shoulder to the other, with Towns madly trying to correct the oversteer. As Abigail MacNaughton’s vehicle approached, the truck fishtailed back into the middle of her lane. The collision actually pushed her small vehicle backward a significant distance from the point of impact. MacNaughton was airlifted to

hospital, where she later died. Following the accident, an investigation led police to Pro Street Auto Sales & Services Ltd., in Stouffville, Ont. Joe Ramono’s business consisted of an office and two bays with very little equipment. A search of the premises revealed a number of shortfalls for a certified Motor Vehicle Inspection Station. “You have to meet certain conditions in order to issue Safety Standard

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local TV station CHEX, “court documents state the investigation turned up instances where certificates were issued to vehicles with corroded brake lines, steering wheels with excessive free play, and vehicles with rusted and rotted holes. Court documents state that none of those cars would have passed a routine safety inspection, yet certificates were issued.” A post-crash inspection of the 1995 Dodge Ram driven by Billy Towns proved that it was among the vehicles that should not have passed a safety inspection, court heard. Among the deficiencies were three that should have led to an automatic fail. • While the exhaust system was largely intact and attached, it had no muffler. • There were holes in the floor of the cab. Wires were exposed which should have been shielded from the elements. And the emergency brake cable was visible along the floor of the cab. Gimara pointed out that the rust marks

on the carpets indicated the holes in the floor were not new. Those in itself would have led to a failure because of their ability to allow noxious fumes into the cab of the vehicle. • And the free play in the steering wheel was excessive – measured to be over 120mm. The allowable amount of free play for this vehicle was 55mm. Gimera testified that he’s done hundreds of inspections and never seen a free play measurement that high. “Let me be clear,” Wannamaker told the jury in her closing argument. “The Crown takes the primary position that the steering was entirely defective. It was entirely defective at the time that Mr. Ramono forged that safety, and it was entirely defective at the time of the collision. And it played a major role in this collision.” Several times during the trial, lawyers discussed a ‘but for’ test, which suggests that but for the improper certification, the accident would not have occurred.

The Crown insisted that was, indeed, the case. “That truck should never have passed a safety inspection,” Wannamaker said. “That truck, that vehicular ticking time bomb with holes in the floor, no muffler, rusted out cab mounts, and excessive pre-existing free play in the steering should never have been allowed on our roads. But for Joe Ramono forging that safety, the one with no work order and no defects found, Abigail MacNaughton would not have been killed in a collision with that 1995 Dodge Ram pickup truck.” Ultimately, however, jury members did not agree. After 24 hours of deliberation, the eight women and four men found him not guilty of the criminal negligence charge. They handed down a verdict of guilt only on the forgery charge. Ramono will be sentenced Sept. 27, 2017. The crown is seeking jail time.

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September 2017

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Dan Lazin, owner of Advanced Automotive in Cambridge, Ont., checks the report on an oil sample for a troublesome 2001 Ford F550 Super Duty truck. The answer he was looking for was in the analysis.

Analyze Oil analysis tells ‘the real story’ of what’s going on inside an engine… and now you can test it in your own shop and get a report in a matter of minutes. By Allan Janssen

www.autoserviceworld.com

this

Oil analysis has been used as a predictive maintenance and diagnostic tool by heavy industries for decades. But as the average age of North American vehicles continues to climb, and as analyzers become even more powerful and compact, it’s becoming a valuable tool for auto repair shops as well. It’s not the kind of service you would recommend at every oil change. But for vehicles nearing the end of their useful life or facing ailments that are hard to pin down, oil analysis could be just the thing to build customer trust and solve difficult problems. “Once in a while it makes sense to take a really close look at the oil,” says Dan Lazin, owner of Advanced Automotive in Cambridge, Ont. “It will tell you the truth every time. And it won’t sugar coat it either.” He says an oil report had some hard truth for one of his customers, recently. The vehicle, a Ford F550 Super Duty truck, had experienced problem after

problem after a new motor was installed at another shop. An analysis showed that when the new motor was put in, it was filled with 80-weight gear oil. “That’s like maple syrup!” says Lazin. “No wonder it had problems! That oil was so thick it couldn’t circulate properly, which wouldn’t let the fuel pump run, which led to a ton of issues.” The analysis, by WearCheck Canada, also revealed fuel and coolant in the oil, and a wide assortment of metallic debris. “That analysis gave us a more accurate picture of what was going on,” he says. “If they had continued to drive that truck, they would have destroyed it!” Oil analysis can consist of a number of tests, including spectrometry, viscosity analysis, dilution analysis, water detection, acid number assessment, base number assessment, particle counting, and microscopy. Whatever the test, the critical factor CONTINUED Æ

Harleen Sharma, chemical lab technician at WearCheck Canada, begins testing on samples sent in by clients.

September 2017

is the interpretation which involves an assessment of the vehicle’s wear state, level of oil contamination, oil condition, and recommendations on corrective maintenance actions. Although many testing units were designed for heavy truck fleets, at least one, by Massachusetts-based Spectro Scientific, is designed specifically for auto repair shops, quick oil change facilities, and fleet repair shops. Its fully enclosed MicroLab tabletop unit is about as easy to use as an ATM, and offers a full analysis within 15 minutes. The company leases the machines out on two- to five-year contracts, setting it up, maintaining it, and supplying all the consumables. Its repair shop customers must hit a minimum number of tests per month, and they pay a set amount per test (anywhere from $25 to $35 depending on volume). Bob Wopperer, the company’s vice president of business development,

The MicroLab unit from Spectro Scientific, offers instant on-site oil analysis for automotive repair shops and fast-lube facilities.

says instant oil analysis could be a boon for independent repair shops. “This becomes a fairly straightforward purchase for someone who has a very old vehicle,” he says. “I would liken it to selling alignments. If you’re going to invest in a new set of tires it’s

a good idea to do an alignment so you don’t burn through them. This is a similar type of sell.” One of the first MicroLab users – a seven bay shop in Bloomington, Ind. – sells the oil test for $90 each. Shop owner Mike Phillips calculated the

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price as an attractive alternative to pulling the head off and doing a top-end inspection. “He figures an engine or transmission oil analysis is worth about an hour’s shop labor,” says Wopperer. Typically failures fall into three categories: the oil itself is exhausted to the point where it is no longer protecting the engine, there’s an unacceptable amount of dirt in the oil, or there are bits of worn engine components and other fluids in the oil. “That’s where the real diagnosis comes in,” says Wopperer. “If the unit detects elevated levels of iron and aluminum and it knows what kind of vehicle it is, it can figure out what engine part may be wearing down. You might have piston material in the oil. Or bearing material. The machine takes all the data, analyzes it, and makes suggestions for action.” He says the most popular use for analysis is in determining if an aging vehicle is on its last legs or if it will last a few more years. “A good mechanic can look at the brakes or suspension and test the electrical system but the two things that are the most difficult to assess are the engine and the transmission,” he explains. “That’s where the oil analysis comes in and becomes very useful. You can quickly assess if that component is in good working order or if it has some serious problems.” That’s exactly what happened to one of Lazin’s customers. “It was shifting a little funny so we checked both the engine and the transmission. The engine came back fine. But the transmission was flagged for a bunch of things,” he says. “The copper, lead, and tin contamination were severe, and there was also severe clutch disk wear and oil cooler leaching due to corrosion. That transmission was gone and the vehicle wasn’t worth fixing.” Gloria Gonzalez, sales and customer support manager for Burlington, Ont.-based WearCheck Canada, says coolant contamination is one of the biggest red flags an analysis will produce. “When you find coolant where it’s not supposed to be, that’s a very big concern,” she says. “As soon as you have coolant, you know you’ve got a leak somewhere. Usually it’s in the head gasket, and that’s not an easy fix. You have to take the engine apart, and that’s a lot of work.” She says oil analysis is an option for forward-thinking shops that want to offer an extra level of service to their customers. Lazin believes that even if the analysis suggests the vehicle is beyond repair, the process still builds customer trust. “If they’re driving an older car, they’re likely to replace it with a used car. They’ll need someone to maintain it, and now they know they can trust me. I’ve got a customer for life,” he says. “And even if they buy new, I know that eventually they’ll be back. I’ll be here for them when they need me.” www.autoserviceworld.com

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September 2017

Good things come in Chevron’s PitPack ®

rofessional installers in Canada looking to improve operational efficiency, better manage SKU complexity, reduce the amount of waste they send to the landfill, and enhance shop appearance can now look to Chevron for assistance. PitPack, first introduced by Chevron Products Company in the U.S. in 2014, is now available in Canada. This fast, easy-dispense motor oil system offers operators the option of moving away from plastic intensive quart bottles in favour of a 22.7L plastic bag in a 100% recyclable outer corrugate box. It consumes 89% less plastic than traditional quart bottles – which equates to diverting 24 x 946ml bottles from going into the waste stream! This socially responsible package and racking system enables more efficiently stored and delivered oil to customer vehicles. Using PitPack can help reduce vehicle service time because it dispenses oil more quickly (versus bottles) via a high-flow, no drip tap, directly into a six-liter transfer dispenser. “There are tremendous operational efficiencies,” said Dave Schletewitz, Chevron Lubricants consumer sector manager for North America in San Ramon, CA. “Service technicians love PitPack because it’s a faster transaction than cracking bottles all day, which means they get vehicles in and out more quickly, and they don’t have to deal with all the individual bottle waste.” PitPack is a cost efficient, effective and attractive package and storage and delivery system. Installers have to stock a diverse range of oil types and viscosity grades to meet the requirements of all the different vehicle makes and models. “PitPack comes in 19 SKUs today,

Service technicians “ love PitPack because

it’s a faster transaction than cracking quarts all day, which means they get vehicles in and out more quickly, and they don’t have to deal with all the quart bottle waste.

”

spanning viscosity grades in full synthetics, synthetic blend, and high mileage motor oils, multi-vehicle ATFs and heavy duty diesel motor oils. That requires a lot of storage space – which can be reduced with PitPack. The system allows installers to carry more oils in less space,” noted Schletewitz. No different than grocery retailers, installers need to carry the right products to maximize their sales and in the right inventory amount. Many operators are tying up too much cash in drum inventories that are not turning fast enough. PitPack’s 22.7L size enable operators to stock

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the variety of products needed without tying up more working capital than needed. “It enables businesses to better manage the complexity of growing premium products,” Schletewitz said. The system helps spiff up the workplace and maintains product integrity. The attractive, well-engineered rack system requires less space, making the shop look less cluttered and more professional. A plastic drip tray – unique to the PitPack rack system – allows for easy clean up and keeps any fluid spills from reaching the floor in fast-paced shop environment. An attached swing lid on

the 6L transfer dispenser, prevents dust or bugs from flying into the container which helps maintains product integrity from the box to the customer’s engine. To hold the PitPack boxes there are two rack options. An eight-box rack system holds the equivalent of 192 946ml plastic bottles. There is also a four-box rack that is used mainly for expansion purposes. “Depending on space available and car count or volume, most operators have two racks, side-by-side. The holding power is absolutely needed considering all the premium products that they need to carry these days,” says Schletewitz PitPack leaves less residual oil compared to 24 946ml bottles bottles. Getting all the oil out of the bag is important to operators who want to get the maximum value for their dollar spent. The best practice is to pull empty bags out, mark the product/viscosity with a black marker, and hang them in a low traffic area to recover the remaining oil, before discarding the bags. “Shops were initially reticent about introducing a new package system into their workflow. But like any change management, it turned out to be easy and no one has looked back. Premium product volume has increased the last four consecutive years which means operators are stocking and selling the right products demanded in the marketplace. It has paid off. PitPack is a win-win for businesses looking to improve operational efficiency, their environmental stewardship, and revenues – and a win for consumers who want to spend their dollars with businesses that are committed to reducing waste in their community,” said Schletewitz.

Auto-Select is a name that is recognized throughout Canada— needless to say that it holds some weight! Thanks to the program’s warranty and financing solutions, we know that we can offer even more to our customers. It makes it exponentially easier to expand the business and compete on a higher level. The Assistance Plus Warranty and the Competitor’s warranty make a significant difference in this program. Our customers know that the repair does not stop there; if it fails within a certain time, they have recourse. We have been with Auto-Select for less than a year and we have not yet had the chance to explore everything the program has to offer. But from what we have experienced so far, we are extremely happy to be a part of this national program!

Wayne Yakimishyn, Three Sisters Diesel Repair Inc. Exshaw, Alberta

To find out more about the Auto-Select program,

contact our ASP Service Center by phone at 1-800-571-7732 or by email at: aspservicecenter@uniselect.com

www.auto-select.com

Column lifts are becoming increasingly popular. Not only are they a versatile option for an established shop, but they’re quick to set up and easy to pull out.

Lifting medium duty vehicles Thinking of expanding the scope of vehicles you work on? There are lots of things to keep in mind when selecting the right lift for the job. By Allan Janssen Want to increase the pool of vehicles you service? How about bringing in heavier vehicles? Capturing even a small share of the local demand for commercial fleet maintenance could be game changer. So, what would it take to expand into the medium-duty truck market? If you have a strong expertise in diesel work, an appetite for marketing, and the right shop equipment, you could quickly broaden the scope of your business, and welcome a whole new client base. “Everyone wants to maximize their revenue,” says Steve Perlstein, sales and marketing manager for Mohawk Lifts. “You never want to say no to a customer. You want to grab every profit opportunity that’s out there. And work trucks are an opportunity.” www.autoserviceworld.com

He says fleets big and small – from the local Bell Canada office to Fred’s Plumbing Supply or Joe’s Welding – are constantly looking for maintenance providers. A shop that can’t handle those Class 3 to 5 vehicles, has no choice but to watch that revenue drive

Space in the shop is going to be a factor. Usually it boils down to what kind of ceiling height are you working with.

into someone else’s bay. “The work trucks of the world are becoming ever more popular, and they have to get fixed from time to time,” says Perlstein. “Most shops do not want to turn that business away.” But if you’re going to get in that game, you have to have the equipment to handle it. The most common lift in the automotive aftermarket is a two-post above ground model with a capacity of about 12,000 lb. With a hoist that can handle up to, say 26,000 lb., you’d be able to open your bay door to some of the most common work trucks out there. There are plenty of options – two-post lifts, four-post racks, and mobile column lifts. “It all depends on what kind of work you want to do,” says Doug Spiller, Rotary Lift’s product manager for heavy duty lifting. “You could do almost any work on almost any lift. But you want to do it easily and quickly. There’s a speed and convenience factor. And that affects productivity.” For example, he says, two-post lifts offer great under-vehicle access, but they can take longer to set up. Unlike light vehicles, trucks have eccentric weight configurations that sometimes require adapters to ensure proper lifting. “You have to have the vehicle balanced so the loads are pretty much equal on all the arms,” he says. “If you’re getting into medium-duty oil changes, a two-post lift is not going to be very productive. You want to get vehicles up and down a lot quicker than a two-post would allow.” By comparison, he says, a four-post CONTINUED Æ

September 2017

Fleet work is becoming the name of the game for some shops, leading to an expansion of services into the medium-duty range.

lift offers greater speed, but comes with restrictions and complications that make some work more difficult. “If you want wheels free, you’re going to have to use bridges or rolling jacks that go down the middle of the lift and raise the vehicle up off the rack,” he says. “And every time you add a feature to the lift, you’re adding cost. So it all depends on what you want to do with your business. And what you want to do with that expansion of service.” Column lifts are also an option, offering the accessibility of a two-post lift, and the stability and speed of a four-post lift, with the added bonus of flexibility and mobility. “Five years ago, that would have been a very unusual investment for the average light-vehicle repair shop. But more recently, it has become more common,” says Spiller. “Once people try them, they tend to like them, and they keep buying more of them because

36 CARS

they like the convenience factor.” He knows of one shop that was able to squeeze in a new workspace between two other lifts using mobile columns. Essentially they were able to pick up three vehicles in two bays.

Expanding into medium duty work hinges on your expertise, opportunity, and equipment. Neil Davis, general manager of Snap-on’s Repair Systems and Information Group, acknowledges that mobile columns are very popular in North America these days. And while he says they’re generally very versatile, they’re somewhat limited when it comes to wheel-related repairs.

That’s because mobile columns typically “cradle” wheels (or sets of wheels) when they lift vehicles. The use of jack stands is necessary for brake, tire and suspension work. Davis says it can definitely make sense for some shops to expand into medium-duty work, as long as they know what they’re getting into. First and foremost, there’s a knowledge requirement because the dramatic increase in gross vehicle weight has led completely different drivetrains and chassis systems. There’s also a significant investment in the right type of equipment to do the work. “Taking on medium duty service means a more significant commitment (to training and equipment). It can mean a much different repair approach, as well as special tools,” he says. “If the shop can support this with a consistent and continuous customer base, then they should develop their plan.” Spiller agrees the transition requires some base skills to be in place before a shop takes the plunge and expands its services to larger vehicles. “The biggest thing shops will need is experience with diesel engines. If they’re not already there, that transition is going to be super hard,” he says. “If they’ve got a good diesel mechanic on staff and they want to expand that side of the business it could make a lot of sense for them.” It certainly beats the alternative of sending work away, says Perlstein. He has found that the extra investment it takes to capture that work pays itself back pretty quickly. “I was talking to a shop owner recently who’d been looking for a four-post lift. He looked at the difference in cost between a 12,000- and a 25,000-lb. lift. He spent an additional $2,000 and a few months later he called back to say he could never do RVs, now he can. He could never do school buses, and now he’s picked up a contract for school buses,” he says. “What other incremental revenue streams might somebody open up when they have the proper equipment?” www.autoserviceworld.com

YOUR SHORTEST DISTANCE TO A STRAIGHTer LINE

When you choose a geodyna™ Wheel Balancer, you get Hofmann technology, intuitive functionality and patented innovation to improve your team’s productivity and deliver more accurate results. You also get comprehensive service and support from a trusted partner with every purchase. So no matter how many makes and models you work on every day, a Hofmann geodyna is always your shortest distance to a better bottom line. To learn how a geodyna Wheel Balancer can impact your business, visit www.hofmann-usa.com. ®

geodyna Hofmann is committed to product innovation and improvement. Therefore, speciﬁcations listed in this advertisement may change without notice. ©2017 Snap-on Incorporated. Hofmann is a trademark of Snap-on Incorporated. All right reserved.

TIRES & WHEEL

Tire sales start

online Tire dealers are increas- A bright, modern website with The days of having a ingly finding they have to website that would just comparisons, reviews, and fight digital fire with digital inform customers of a repair recommendations that are and service shop’s address fire. A web presence is abso- easy to navigate is critical to and phone number are long lutely critical with the gone and have been replaced modern tire retailing. “commoditization” of tires by sites featuring product By Geoff Kirbyson – so easy to find, compare, pricing and reviews and and price online. plenty of visuals, which It’s no longer a matter of requires linking up with whether you have a web presence, but how big manufacturers to access the latest and robust it is, according to Darryl Croft, information. co-owner of OK Tire & Auto in Etobicoke. He’s The online invasion is forcing shops to deal the chairman of OK Tire Stores Inc., which with some new economic realities. The tradioversees more than 330 independent shops tional business model depended on revenue across Canada. for both parts and labor. As margins fall on the “If you’re not online, you become invisible,” product side, shops will need to figure out new he said. “There are fewer people just walking ways to make up for the shortfall, such as in the front door and doing their shopping. If increasing the hourly shop rate or offering a you don’t have a digital storefront, you don’t wider variety of services, including maintebecome an option for those consumers.” CONTINUED Æ

www.autoserviceworld.com

September 2017

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In short, it depends on your sensor choice and the vehicle being serviced. If you are using an OE replacement or a MVP (Multi Vehicle Protocol) sensor, they are plug and play. There is no need to program or “wake up” the sensor. However, if you are using a programmable option, like EZ-sensor®, it is a single sensor solution so you have to program the sensor to its MMY, to tell it which protocol you need it to be. If you are using a programmable-selectable sensor, you still have to tell the sensor which protocol you want to use. Some vehicles require that the sensor be pressurized, driven or activated before the sensors can be relearned to the vehicle. Regardless, in all cases, you must relearn the sensor to the vehicle after installation.

What is “Cross Talk”? Cross talk happens when any frequency-based radio signals get crossed. With TPMS, this is primarily an issue when relearning a vehicle that is too close to other TPMS sensors that are not on the vehicle being serviced. When you think you are relearning all four tires, you might be relearning 3 tires and another sensor on a shelf or installed on a diﬀerent vehicle. How to avoid cross talk: • Ensure no other vehicles are in relearn mode around the vehicle being serviced • Do not leave old sensors lying out around the shop • Relearn the vehicle outside of the shop if necessary FOR MORE TPMS TIPS, FOLLOW SCHRADER:

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40 CARS

nance, alignment, custom wheels, and detailing. A good website presents the best chance at long-term survival, said Ray Geleta, executive director of the Western Canada Tire Dealers Association. “(Smaller players) have to get into the (modern) age, too. Consumers are going to read reports and go to somebody who is online, not an independent dealer who doesn’t have any information online,” he said. “Shops are going to have to adapt and have an online presence. If they don’t, they’re eventually going to lose out. Even repair shops that just do mechanical repairs are going to need an online presence. If a consumer needs new shocks, they’re going to go online to figure out who the best guys are in the neighborhood” Geleta believes online tire sales are critical to attracting the business of millennials. “Young people don’t want to talk face-to-face. They want to do it online. They look for online ratings on tires at the different shops and make some of their decisions based on them. People are going to read the reports and go to somebody who is online. If you want to be a player 10 years down the road, you’d better prepare now,” he said. Even with all of the online research, there are still plenty of opportunities for bricks and mortar shops to prosper. Jose Ferreira, manager of a Fountain Tire location in Winnipeg, said there’s no question his shop has felt the pinch of online tire sales but that has only encouraged his team to up their game with their tire service and mechanical offerings. The more they educate their customers about the benefits of buying from local providers – such as having the warranty at the same place where the tires were purchased as well as ensuring the right size tires were purchased in the first place – the less hassle they’ll experience in the long run. “If you buy them from me, you can’t get the wrong size. We’re going to look at the vehicle to determine what you need. If we did get the wrong size, our warehouse is right here. We don’t charge customers for installing the tires if they buy from us. Quality service will take care of the customer properly and they’ll buy from you rather than online,” he said. Stressing the convenience, reliability, and safety aspects of professional tire service is a particularly good strategy. “When you run into obstacles later, such as trying to get them installed, dealing with the warranty, (after sales) service, doing rotations and what about the tire wearing six months down the road, those are big issues and we confront those up front with you,” Ferreira said. “A lot of people don’t buy for price. They buy from experienced people with specific knowledge and who will back it up. Some online retailers will sell you a shoe, a hose, or a tire. They’re not experts in the field. If you spend $50,000 for your car, you need to have it looked after properly.” Ardavan Ehteshami, Kelowna-based marketing coordinator for Total Tire Distributors Inc., acknowledges the online threat but also sees it as an opportunity. www.autoserviceworld.com

“You can’t rely on traditional methods in order to sell your product. The Internet gives you access to the world. You’re now able to market your services across the nation, sell to anywhere you like and increase brand awareness like never before through social media,” he said. “The shops that have the competitive advantage have already utilized an online ordering system, which not only creates efficiencies, but also increases overall profits due to creating a larger target market for your shop.” For example, TTDI’s retail stores, called TreadPro Tire Centres, can order tires online from TTDI and then install them for the customer. It’s entirely possible that the vast majority of tires could be sold online at some point in the future but Ehteshami doesn’t believe that will spell the end for tire shops. At least not for the forward-thinking and customer-focused ones. “Tires can’t be installed nor can they be repaired online. There could be a time when manufacturers sell tires directly online and have specific shops install them and do repairs. It just means there is an opportunity for shops to explore (other lines of business),” he said. Many online shoppers tend to be price-sensitive and therefore don’t contribute much to a shop’s profits but that doesn’t mean they should be treated any differently. Ehteshami believes there’s always an opportunity for a shop to increase its share of wallet. “Shops can create an incentive for customers to shop at their store so they don’t necessarily need to have an online ordering system to compete. An active website and social media account can do wonders for your online presence and foot traffic,” he said. “A combination of in-store marketing tactics alongside an online presence can revitalize a shop if it’s done correctly.” Croft believes the functionality of a shop’s website is absolutely critical. He has outsourced the design of his site to niche professionals who understand the nuances of the tire industry. And he encourages shops not to be afraid to switch providers, as new leading-edge companies come up with better solutions. “It’s not a forever relationship. All across our industry, people have switched website builders based on the changing demands from consumers,” he said. You can’t just flick the switch to take your website live, however, and then forget about it. The more developed your online presence, the higher the demand will be for your staff to interact with customers online and in real time, either by text, email, live appointment, or chat. The future of tire sales is moving online, but shops that watch the trends and stay current will continue to be able to compete in one of the most important niches in the automotive aftermarket. After all, even as cars start driving themselves and the entire maintenance and repair model changes, tires will still wear, and will still need to be swapped out by professionals. www.autoserviceworld.com

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TALKING TECH

load Bearing the

The style of wheel bearing you’re working with will dictate the proper repair method required. By Jeff Taylor Car owners often mistake wheel bearing issues for exhaust problems. That’s because they notice that the car makes more noise the faster it goes, and they figure it must have something to do with the muffler, or the exhaust system. But those strange noises – as well as things like rumbling feelings, repetitive brake rotor vibrations, steering issues, and strange tire wear – can often be caused by faulty wheel bearings or wheel bearing assemblies that are starting to fail. Wheel bearings have it tough as they make 75 million revolutions over the www.autoserviceworld.com

course of about 160,000 kilometers. They must deal with the radial and axial loads caused by gravity, acceleration, braking, and cornering. They also encounter plenty of road grime, brake dust, brake heat, pot holes, and moisture. So while modern wheel bearings are pretty reliable, even the best of them can eventually fail. And when they do, proper replacement procedures must be followed to ensure the new set has the same durability as the original equipment.

Tapered roller bearings The tapered roller bearing (TRB) was the most generic wheel bearing assembly used until front wheel drive became the norm. Each TRB assembly or ‘cone’ consists of a tapered inner race, tapered rollers retained by a cage, and ‘the cup’ or outer race. TRBs don’t have integrated seals and they’re more expensive to produce than

ball bearings. Used in pairs as an inner and outer cone unit, the TRB is much better at dealing with any small imperfections in alignment or fit. It’s also better at dealing with the axial loads placed on the bearing surface, compared to a deepgroove double ball bearing assembly. The TRB was typically only serviced when a brake rotor was being replaced, but the TRB needs regular service due to moisture intrusion and grease breakdown. If the TRB isn’t noisy, rough, or showing rust, it can be cleaned and repacked by adding new grease that forces the old grease out. Or you could use a solvent. But if you do, take care to remove it all before any new grease is installed. Always use the proper manufacturer-specific grease, and check the condition of the hub’s seals. Proper bearing preload is vital to the TRB. The manufacturer’s recommended procedure must be followed to set or seat the TRB before tightening the spindle nut to the proper torque and installing the cotter pin or retaining device. As a rough gauge, the average TRB equipped car or pickup was torqued to around 16.2Nm (12 ft./lbs) but some large trucks can be a much as 542Nm (400 ft.-lb).

Gen 1 wheel bearing design The Gen 1 is commonly referred to as a cartridge-style wheel bearing or hub bearing and typically uses sealed and lubricated-for-life double row angular contact bearings. The Gen 1 became a popular choice for small and medium front-wheel-driven applications, but has also been used on some non-driven wheels. The Gen 1 bearing delivers adequate support to deal with induced axial and radial loads that are transferred through the front wheels, especially during turns. The Gen 1 may incorporate an impulse/encoder ring, which is integral to the outer seal to provide wheel speed information to the ABS, TCS, or ESC systems. Replacement of a Gen 1 bearing can CONTINUED Æ

September 2017

TALKING TECH

Despite its condition, this Gen 3 wheel bearing was only making a small amount of noise. The customer was more concerned about the ABS light it had triggered.

be challenging and labor intensive. The use of specialized tools to facilitate replacement is a must, due to the interference fit of this style of bearing into the knuckle assembly. A hydraulic press can be used if the knuckle is removed or a hub tamer tool for on-the-vehicle service. The flange (wheel hub) will have to be removed from the old bearing and care must be taken to make sure that it isn’t damaged or bent doing so. Slide hammers can easily distort or crack the flange. Don’t use the actual vehicle’s wheel nuts to hold it to the flange, as they can be damaged and may not seat properly against the wheel. Typically, the inner race will remain attached to the flange after removal. This inner race must be removed without damaging the machined surface underneath it. The use of a puller works, but I’ve found that a small zip cut and a chisel (to make it split) won’t damage the flange or its machined mating surface. Many bearing manufacturers will tell you that it’s best to install a new flange as they’re often already bent or cracked from road-related injuries like hitting curbs. In fact, most bearing companies sell the bearing, flange, and retainer clips as a kit now. After removing the bearing from the knuckle, clean the bearing area, bearing seat, and snap ring/clip groove of debris and rust. Trapped debris can result in

44 CARS

The proper tools, in this case a Hub Tamer Kit, can make a tough Gen 1 bearing replacement a little less physical… and the vehicle may not require an alignment after bearing replacement.

premature bearing failure. It’s also imperative to make sure that the bearing is facing the correct way before installation if it has an encoder ring built into its inner seal. I’ve gotten in the habit of putting a paper clip on the encoder ring (it’s magnetic) making sure that I’m assembling it in the correct manner with the encoder ring facing the ABS sensor.

The entire knuckle bearing area must be free and clear of debris and rust. And the retainer ring land must be clean to ensure proper fit and prevent premature bearing failure.

cause damage; it just needs to be seated against the inner retainer area. After installing the new bearing and retaining it with a new snap ring/clip in the knuckle, the new flange or the carefully inspected old flange needs to be installed. Don’t forget to support the opposite side of the bearing to prevent damage during flange installation. The last step is to properly torque a new axle nut to the correct specifications using a torque wrench not an impact gun. Industry experts stress that the leading cause of premature Gen 1 bearing failure is the failure to properly torque the axle nut.

Gen 2 wheel bearing design Proper tone ring installation is crucial on any bearing replacement: on Gen 1 style bearings I use a paper clip to ensure the magnetic tone ring is in the correct position.

Reassembly starts with the bearing encoder ring properly oriented and the bearing set square or straight against the knuckle. The new bearing must be pressed on the outer ring or else bearing damage can result. If it doesn’t start in straight, you must stop and reposition it before causing damage. Over-pressing into the knuckle can also

The Gen 2 bearing design uses a sealedfor-life double row angular contact ball bearing set comparable to the Gen 1 design but in the Gen 2 design, the outer race is now integrated into the flange. This integration lowers the weight of the bearing assembly – something the manufacturers favor. The flange will have the spigot or pilot to locate the rotor/drum/wheel assembly, the studs or threaded holes to attach the wheel and, if needed, an ABS tone ring or encoder imbedded inner seal. The Gen 2 wheel bearing assembly can also be used on non-driven front wheels or non-driven rear axle of a vehicle; mounted to a machined spindle, and held in position with a retaining nut. www.autoserviceworld.com

This rear spindle holds a Gen 1-style wheel bearing and needs to be cleaned using some emery cloth and lightly lubricated with the proper lubricant before the new bearing is installed. Attention to the bearing seating and seal area is important.

Repairing or replacing a Gen 2 wheel bearing is frequently straightforward, normally requiring the removal of the rotor, caliper bracket or the brake drum, dust cover and the axle retaining nut. When reassembling, all the mating surfaces and the spindle should be cleaned and lubed with the recommended lubricant, typically a small amount of engine oil. Never-seize should not be used, as it may interfere with the bearing seating properly and the proper axle nut torque may not be achieved. During reassembly a new axle nut and dust cap are required by most manufacturers. Don’t be tempted to use an impact gun. Again, a torque wrench must be used to properly tighten the axle nut to the manufacturer’s specifications.

Gen 3 wheel bearing design The Gen 3 wheel bearing incorporates two separate flanges and double row angular contact sealed and lubed for life ball bearings like the GEN 1 and GEN 2. Using two flanges simplifies suspension and knuckle design creating a compact unit. The outer flange doesn’t rotate and is attached to the knuckle or suspension via a machined surface with mounting provisions (bolts or threaded holes). The inner rotating flange will incorporate the spigot and the threaded holes or studs to locate and retain the wheel. www.autoserviceworld.com

It’s important to change all the fasteners and apply the correct torque, especially with so many fasteners being single-use torque-to-yield.

The Gen 3 unit is used in both driven and non-driven applications, but if it’s being used on a driven wheel application, the inner ring will incorporate splines to transfer torque to the wheel from a splined driveshaft. A sensor for the TCS, ESP, or ABS systems may also be incorporated into the design of the Gen 3 unit. Servicing a Gen 3 unit requires removing the necessary brake, suspension parts, and possibly the axle shaft to gain access to the hardware retaining the inner flange to the suspension or knuckle. Several tools are available to remove these units if they’ve become seized to their mounting surface, but care must be taken not to damage the mating surfaces involved and that’s not always easy with composite light weight alloy knuckles or spindles. Mating surfaces should be clean and free of any rust, debris, nicks or defects, before installing the replacement unit. It’s critical that it be aligned and seated properly before being torqued to the manufacturer’s specification using new torque-to-yield fasteners (if required). If an axle nut is used, it must also be properly torqued again without the use of an impact gun. Like the Gen 1 and 2, the Gen 3 is susceptible to improper torquing of the axle nut if one is used.

Doing it right the first time

The ABS tone ring on this Chevy Malibu Gen 3 bearing was corroded and fell apart. The bearing itself was fine, but the ABS light was on, and the tone ring is part of the entire assembly.

norm. They require less space, are cheaper to manufacture, allow for simplified suspension design, and can deal with the axial and radial loads that are placed on them. Today’s sealed wheel bearings are durable. But they can and do fail. Curbs, moisture intrusion, oversize tires, worn suspension components, out-of-balance tires, and vehicle operating conditions are just a few causes of possible failure. Notably, though, even the best replacement wheel bearing can fail prematurely if a torque wrench isn’t used on the axle nut setting the proper bearing end play and preload. And proper torque isn’t the only essential element to proper bearing replacement. Clean debris free surfaces, proper bearing orientation, use of appropriate tools, the replacement of required fasteners, and the careful attention to the routing of ABS harnesses will all prevent comebacks and contribute to a successful repair.

Jeff Taylor is lead technician at Eccles Auto Service in Dundas, Ont.

The use of a double row angular contact bearing assembly has become the September 2017

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PRODUCT FEATURE: WIPERS

Quick check Ensuring wipers are in good working order only takes a few seconds, and can be an extremely profitable exercise. If the annual unperformed maintenance studies are any guide, there are millions of car driving around North America with torn or worn wiper blades – likely thousands of them within the catchment area of your shop. And given that it only takes a few seconds to check the condition of a vehicle’s wiper blades, this is a preventive maintenance item you should not be missing out on. The profit potential for a wiper blade swap-out is huge. Inspecting wipers should be a matter of habit whenever a vehicle comes into the shop. It’s the kind of problem that your customers don’t think about until they’re on the road and facing limited visibility due to inclement weather or wet road conditions. According to most manufacturers, wiper blades should be replaced every six to 12 months, or as soon as the driver detects poor performance. When www.autoserviceworld.com

wiper blades no longer make proper contact with the windshield surface, they can begin to squeak, chatter, skip, smear or streak. Deterioration stems from a number of causes, including some environmental factors that are predictable if not preventable. Prolonged exposure to the sun’s ultraviolet rays and ozone causes material deterioration. Car waxes and exhaust fumes hold rubber-deteriorating oil. Airborne debris, such as sand, mud and dust, can have a cumulative effect on wipers. And acid and salt found in atmospheric moisture – especially in maritime areas – attack rubber surfaces quickly and steadily. A quick inspection will reveal the most obvious signs of deterioration, and give you a chance to replace wipers before their functionality is completely gone. Broken frames. Look for detachment of frame arms at joints or connection points. Ensure element has not pulled away from its metal support. Bent vertebra and frames cause inconsistent contact with the glass surface, causing it to slap the windshield on each wiping pass.

Metal corrosion. Pay special attention to the joints and claws where corrosion generally starts. Cracks. Visible tears, missing pieces, and imperfections in the rubber squeegee’s edge will dramatically impact functionality. Look for splits and slashes, evidence of hard use. Splitting is caused when the sun’s ultraviolet rays penetrate the rubber squeegee, causing it to breakdown and separate from the frame. Flex. The rubber squeegee is meant to remain flexible in order to ‘flip’ as it moves back and forth on the windscreen. Aged squeegees with limited flex won’t flip and will consequently have difficulty conforming to the shape of your windshield and create streaks, and will “chatter” across the glass. A hardening of the rubber element is caused by direct sunlight and extreme temperature changes when wipers are idle. Sharp edges. Check the squeegee wiping edge to see if it is rounding, which can prevent the wiper blade from making strong contact with the windshield. A round edge will reduce wipe quality. Secure. Tug to ensure wiper blade is securely installed on the wiper arm. Check that squeegee is secure in the wiper frame. If the refill is too short or not properly installed, it loses its effectiveness and may result in a scratched windshield. If the wipers pass inspection, give the rubber element a quick wipe-down with a damp cloth or paper towel, and remind the driver to clean the windshield on a regular basis to prevent wiper damage from caked-on dirt. Maintaining wiper blades regularly will maximize visibility, efficiency and reliability. Visibility is key to safe driving. Designed to clear rain, sleet, and snow, wipers are an integral safety system that need to be up to the task if they’re going to perform as needed. Simply pointing out wiper deficiencies will often lead to a sale. Make inspections a habit on every vehicle. You’ll be doing your customer, and their passengers, a favor. September 2017

BAYWATCH BA Fog lamps

Ratcheting wrench

Expanded Asian make and model coverage is now available for Philips X-tremeVision LED Fog Lamps. The lamps are described as being an easy plug-and-play replacement for the H8, H11, and H16 halogen fog bulb applications found on a wide variety of popular late model vehicles. The Philips LED fog lamp delivers a bright, white 6000K light that matches perfectly with the color of Xenon and LED headlights and Philips CrystalVision ultra upgrade headlight bulbs. www.philipsxtremevisionled.com

Monster has released a fivepiece flexible reverse ratcheting wrench set (part no. MSTDBM10). The tools have extra-long handles and flexible heads to access those difficult to-reach fasteners. They have a built-in reverse mechanism. The five-piece set includes the popular: 8mm x 10mm, 12mm x 14mm, 13mm x 15mm, 16mm x 18mm and 17mm x 19mm wrenches. Also available is a sister set from Monster, the MSTDBM4, which includes the 21mm x 22mm and 24mm x 25mm wrenches. www.monsterautotools.blogspot.ca

Knuckle assemblies

Subaru HVAC motors

Federal-Mogul Motorparts’ MOOG Steering and Suspension brand has introduced premium-quality complete knuckle assemblies that are said to dramatically simplify bearing replacement and save time on several popular late-model passenger vehicle applications. The new MOOG complete knuckle assemblies include all of the premium components needed for a complete repair. They’re available for a wide variety of Ford, Nissan, and Volkswagen applications. www.MOOGParts.com

Continental has expanded its VDO HVAC motors with exclusive aftermarket coverage of Subaru blower motors. The HVAC assembly is offered for Subaru’s Impreza, WRX, and Outback sedan and wagon models from 20022007. The company surveyed technicians to develop the new motors, which are built with the exact electrical connectors required by the specific vehicle application. No flying leads or wire splicing is needed. VDO mounting flanges and ventilation tubes are in the same position and configuration as the factory units. www.vdo.com/usa

MicroLithium drill Snap-on’s new 3/8-inch 14.4v MicroLithium Drill (CDR761A) is compact in size and weight, making it suitable to access hard-to-reach spots, such as tight areas under the dash. It features a variable speed switch with featherability at low speed for control and driving screws. The two speed drill (400/1400 RPM) has a built-in fuel gauge to track battery capacity, and a nine-position clutch for a wide range of torques from 8 to 50 in.lb. www.snapon.com/powertools

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New packaging CRP Automotive has made its full line of Pentosin Technical Fluids available to the aftermarket. The company has designed new packaging for the line of Pentosin’s anti-freeze, brake fluid, hydraulic fluid, motor oil, and transmission fluid. A new design and packaging is intended to create a uniform look and make products stand out from competitor brands. www.pentosin.net

All-weather tire

Stainless steel brake lines Dorman has release a kit which includes all lines and fittings for a complete brake line repair, featuring materials that have been upgraded to stainless steel in order to resist corrosion. Dorman bills the parts as direct replacements, with no need for retrofitting. It features an innovative design that uses soft bends to reduce packaging size. www.dormanproducts.com

The Goodyear Tire & Rubber Company has introduced what it is describing as a breakthrough tire for drivers who want confident traction in all weather conditions. The Goodyear Assurance WeatherReady tire is available in a wide range of sizes, from 15 inches to 20 inches, covering 77 percent of cars, minivans and SUVs on the road today. It features Goodyear’s “Weather Reactive Technology,” asymmetric tread, and sweeping tread grooves that force water away for steadfast control in the rain. www.goodyear.com www.autoserviceworld.com

Software update

Mini bulbs Lumileds has expanded its portfolio of Philips branded commercial lighting products, adding 28 new standard miniature bulbs in an effort to provide aftermarket professionals with enhanced options. The subsidiary of Royal Philips said the new SKUs are now available in Philips-branded commercial packaging. The program was expanded to provide commercial automotive customers with a packaging choice that best fits their sales and service needs. www.philips.com

CV axles TrakMotive has introduced 170 new CV axle numbers to its growing line of chassis parts. The new numbers cover over 45 million vehicles in operation. The company says its line of CV axles now includes more than 2,000 SKUs, including 94 first-to-market numbers. Among 130 new import part numbers are 25 for Hyundai, 25 for Kia, 30 for Toyota, 20 for Nissan, and 10 for Honda. www.trakmotive.com

OTC has released a new diagnostic software update for the Evolve and Encore, Bravo 2.10, featuring major updates that include new coverage for multiple European, domestic and Asian brands. All brands and coverage updates are included with an active OTC diagnostics subscription. The software update offers numerous improvements, including new coverage for Volkswagen, Audi, and Mercedes, time-stamped DTC scan report enhancements, the ability to clear all codes in all modules in one step, and expanded TPMS coverage. www.OTCTools.com

Brushless HVAC motors Continental Commercial Vehicles & Aftermarket has expanded its product

line of VDO Brushless HVAC Motors for late model Asian, European and domestic vehicles. More than 30 SKUs were added. The motors are a match to the OE versions, incorporating the same electrical connections and mounting points. VDO Brushless HVAC Motors come individually packaged with all of the required installation hardware and are ready to install right out of the box. www.vdo.com/usa

REGISTER NOW! Lindertech Fall Automotive Technical Training Conference 2 DAYSâ€ŚFriday, October 13 and Saturday, October 14, 2017 (Greater Toronto Area)

LINDERTECH WELCOMES UNI-SELECT AS OUR NEW TRAINING PARTNER!

Brake catalog Raybestos has released its new Commercial Vehicle Application Catalog and Specification Guide (BPI-CV17). Developed with professionals in mind, the guide delivers part number and spec information about the complete Raybestos commercial vehicle line, in an accurate and easy-to-use format. The Raybestos Commercial Vehicle product line consists of specialty friction, premium rotors, friction-ready calipers, hydraulics, hardware, and hoses. www.raybestos.com www.autoserviceworld.com

Friday, October 13th

Saturday, October 14th

8:00 am to 4:30 pm Location: Cochrane Shop, 73 Chauncey Ave. Etobicoke, ON

8:00 am to 4:30 pm Location: Hilton Garden Inn, 1870 Matheson Blvd. Mississauga, ON

Instructors: John Thornton and Scot Manna

AM: Instructor: John Thornton 4-WIRE ASIAN AIR FUEL SENSORS

Back by Popular Demand... HANDS-ON LAB SCOPE CLASS Featuring Snap-on and Pico Lab Scopes Class Limited so register early

For more info and to register contact:

PM: Instructor: Scot Manna FIGURING OUT FUEL TRIM?

Leah Cochrane 416 236-1763 headoffice@cochraneauto.ca September 2017

BAYWATCH BA Convertible work light The Snap-on ECARB042 is a new, slim, 450 lumen convertible work light that flips to become a 300 lumen flashlight. One of the only convertible lights on the

market, it is the first light in the Snap-on line that charges via USB-C. It offers intelligent lighting control with a dimming function. Once the brightness button is held down and the level selected, the light will “remember” the setting. www.snapon.com

GET THE FULL AFTERMARKET PICTURE! MORE NEWS, MORE PRODUCTS, MORE FEATURES

Lightweight jacks and stands OTC has introduced new stands, jacks, and jack packs, constructed with durable, lightweight aircraftgrade aluminum to provide durability and longer service life. The new OTC racing service jacks help lift vehicles faster and higher, with added features that make them easier to use. The jacks offer different weight capacities for shop needs. Side handles allow for easy transport and loading for mobile service calls. www.OTCTools.com

New part numbers

AutoServiceWorld.com

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