Stories from the Shop, or As The Wrench Turns 2

An interesting thought hit me; something I’m sure won’t cross the minds of most people.

We all know about the tragic disaster recently fallen upon Japan. Just the Earthquake alone will take years to recover from!

We had a customer in the other day with a late model BMW. He had a question about the electronic display on his radio. The display uses little blocks to create the words and numbers. After a while, some of these blocks burn out. After enough of the blocks quit working…well, you just can’t read anything anymore. It looks like the car is trying to speak to you in Klingon. We call it pixelizing.

I really didn’t think too much about it; it’s not uncommon. In fact, it’s something we’ve been dealing with since the early ’90s with the first LED Instrument Clusters.

I called a distributor and inquired about the price and availability of the part.

I wasn’t real surprised at the answer I got from the dealer. I called the customer and reported back with the pricing. Once again, I wasn’t real surprised at the customer’s reaction. The replacement radio was going to set the customer back about $800.00. The customer asked about the possibility of getting a salvage unit from an auto salvager. Ok, fair question … once upon a time.

In today’s vehicle, almost any of the many electrical/computer components are programmed to the car they’re installed in. The replacement units from the factory come with no information in them. Just like buying a hard drive for your home computer, blank. So with that option out of the question, I told him there is one other option. I could remove the radio and send it to California where they would repair his radio. The drawback to this option is the fact that between shipping it back and forth, and the repair time, he’ll probably have a hole in his dash for about 2 weeks.

(Now that you’ve got the background, here’s where it all ties together.)

I called the repair facility in California to get an estimate time and cost of repair. I was told, “Oh, yeah, we do those all the time, BUT, the circuit boards come from Alpine.”

I’m thinking, “Yeah, OK, so?”

“Alpine ….. Japan. We ran out of the circuit boards last week, shipments are on back-order, with no estimated release date.”

You know, I hadn’t thought of that. How much of the devastation in Japan is going to start impacting everyone in everyday life? True, the world has gotten smaller. We are an electronically addicted society. And how much of all the electronics that we use come from Japan? And how many repair parts for things are made and shipped from Japan? I am now interested to see how this will effect all of us in the coming months. There are so many of us that expect instant gratification. I wonder how many will want some electrical component repaired and when told it may take months to get the parts say, forget it, I’ll just go buy a new one …oh wait, those come from the same place, you can’t get a new one any faster.

Anyway, back to my customer… our final decision, find a radio station he like and leave it there. Listen to CD’s, or his iPod/MP3 player, we’ll worry about reading the display next year!

As The Wrench Turns: Stories from the Shop

It’s funny how people’s perceptions and actual reality works out sometimes. We had a customer’s vehicle towed into the shop the other day. It had lost power and had broken down on the road. After opening the hood and inspecting the damage, we had found that an idler pulley bearing was failing. The pulley had locked up, causing the main fan belt tensioner to literally break and pull out of it’s mounting bolt holes in the oil filter housing. After making an estimate, I had also noticed they were due for their oil service, past due actually. The customer told me that they had already had the oil service done at some quickie lube place about a week ago. They said they had received our notification that it was due, but thought our price was too high and our hours to inconvenient.

Upon reflection, they found their perception to be false. After the oil service at the “cheap” lube center was performed, it was no longer the advertised price, in fact, it turned out to be more expensive than ours. Also, had they brought the vehicle into the shop, we would have noticed the pulley and told her about the pending failure of her vehicle. See, these are the only cars we work on. There is a reason for that: we know these cars. We could have told her abut the pulley being worn, how it was making noises it shouldn’t.

So, with our expensive oil service and inconvenient hours, they potentially would have been without the car for one day and a bill of about $600.00. Instead, they got the cheaper oil change that was more expensive, a vehicle that had broken down conveniently on the side of the road, then had the convenience of waiting for the tow truck, us having the car for 2 days with a bill that added $750 to the normal repair.

OK, we may not have the most convenient hours, but this is our job, just like you have yours. But in this world of instant gratification and convenience, be careful, some things are better with a little time, thought and inconvenience.

BMW History and Facts

After years and years of working on BMW's, I've amassed a fair bit of knowledge about the Bayerische Motoren Werke as it is known in Germany. These are a few little tidbits of info about our favorite German car company.

• Many believe the BMW roundel is designed after an airplane propeller spinning. Actually, it’s design is based in the Bavarian flag's blue and white checkerboard.

• BMW was originally an airplane motor manufacturer as well as motorbokes. After World War II, Germany was banned from building any vehicles that could be used for warfare. For survival, BMW bought the car company DIXIE and began building car engines.

• In the late 1920’s, an experimental train called "The Rail Zeppelin" used a BMW IV aircraft engine. On June 21st, 1931, the "Train" covered a distance of 160 miles in 98 minutes, reaching a speed of 143MPH, a record that was held for almost 25 years. The German National Railway deemed the propeller drive too dangerous. Due to the braking technology of the time, it was too difficult to integrate the "Rail Zeppelin" into the railway network. The "Train" was sent to the scrap yard in 1939.

• Most car advances that car manufacturers advertise have been on most BMW models for at least a couple of years. ABS brakes were standard on BMW’s in the late 80s’

For all of your European auto needs, come to European Autospecialist at 4121 S. 72nd E. Ave. in Tulsa, OK.

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Our Reputation

We have worked hard at European Autospecialist to build our reputation as the place to bring your vehicle for honest, quality repairs and maintenance. After more than 25 years, I don’t think we’ve done a bad job. I find some of the phone calls we get interesting. I hear a lot of “I just bought this car, and my friends tell me I need to come to you” or “I know a lot of people with the same type of car, and they all come to you for their service.” Ok, this alone says that our hard work has paid off, and we have lots of happy customers who are happy enough to spread the word.

And then I get the question “I’d like to get my car serviced, Can I bring it in today?” or “I’m leaving town tomorrow, Can I come down and get my oil changed?” When I have to, unfortunately, tell them no, they seem surprised. Then when I explain that I would not be able to see their vehicle for a couple of days, it’s amazing how many times I hear “Oh, you’re that busy?”

If we were not doing something right, we would not have a lot of happy customers. If we didn’t have a lot of happy customers, the odds are, you would not have heard about us. Having a lot of happy customers means we’re busy and working hard to keep them. We also try to make new customers feel welcome and comfortable about having brought their vehicle to us for service. So, why are people surprised that we are busy? Or, why are people surprised to find we can’t just accept them at a moments notice? I don’t know, maybe the connection between being successful and having lots of customers doesn’t seem to exist in this line of business. However, if you knew of a really good restaurant or a good movie, you’d expect so see a line or at least be prepared for one. Don’t get me wrong, I’m not try to toot my own horn or pat myself on the back, I’m just trying to understand why people, after hearing that we are a good service facility, think that they would be able to drop in at a moments notice to get their car serviced.

Please don’t let my rant discourage you from calling. I always try my best to get you in as soon as possible and to keep your car for the least amount of time as possible. I understand you want your car back as soon as possible, and I work hard to make that possible. I promise, I will never tell you, “Sure, bring it right on down” knowing that there are 6 or 7 other cars waiting to be worked on.

Is it really for free?

Let me explain a little bit about how our shop operates. You bring your vehicle in with a complaint, then the technicians spend time figuring out what is wrong with the car and what it will take to repair it. As most of you know, this is called Diagnostic Time. An estimate is then written and you are phoned with what the repair costs are. Here is where some confusion comes in. I get a lot of people that ask, “If I have you repair it, will you take the diagnostic fee off?” or “Does that price include the diagnostic fee?” The answer to both questions is “No”

“Well JoeBobJimPaul Shop takes their diagnostic fee off if I have it repaired there.” Or you’ve seen the signs that say ‘Free Diagnosis’

People, there is no such thing as free.

Professional technicians are paid by the time they spend working on a vehicle. If the shop is slow and the technicians are standing around, they are not being paid. So, with that in mind, lets say you’re a technician, your boss gives you a car to diagnose, it takes you 30 minutes to figure out the problem but the customer declines the repair, does that mean you should not be paid for your time and expertise? And what about the fact that you are diagnosing 4-5 cars a day, that’s 2 to 5 hours a day you’re going to work for free?

Ok, let’s look at it from the shop owner’s point of view. Let’s say that you go ahead and pay you technician, but your not getting the jobs, or you’re giving the diagnosis time away “free”, so how are you making up that loss? Most “free” diagnostis fees get hidden in the price somewhere, I guarantee it.

At European Autospecialist, NOTHING is hidden from our customer. We try very hard to be fair to everyone across the board, customers and employees alike. Happy technicians do quality work for you, our customers. You, our customer, know exactly what we are doing and what you are paying for. For me, this is the easiest way to go. I’m honest with you so I can go to sleep at night and not have to worry about any sleight of hand that I performed for someone or any ‘stories’ I said that I have to remember.

There is nothing “Free”, it’s there, somewhere.

Oh, I stand corrected. We will occasionally replace your burnt bulb, without an appointment… For free.

The Internet and Misconceptions

The internet is a wonderful thing, really. It’s the worlds filling cabinet! Anything and everything can be found here. But, is it all correct? Now, we know there is no way for the human race to monitor, correct or clear up everything on the internet. The best thing we can do is educate! The more my customers know and understand about their vehicles, the easier my job is!

What I would like to write about today is a misconception about BMW automatic transmissions in vehicles that are 1994 and newer. Recently, I had a customer on the phone that unfortunately had a transmission that was failing. He was telling me that he had read on multiple forums that this was a problem with BMW’s. Well, that’s not really true. And the cause is not limited to BMW. The initial problem started with us, people and society. We didn’t like maintaining our vehicles, we didn’t like the cost involved, and we didn’t like the inconvenience of not having our cars. It brings to mind one of my favorite saying “Careful what you ask for, you may just get it.” As petroleum technologies advanced and synthetic fluids came into the picture, factories started filling their transmissions with “Long-Life” synthetic fluids and telling people that maintenance was no longer necessary. They said that the transmissions were filled with “lifetime” fluid. Well, this made people happy, something they no longer had to worry about right? Wrong, just like there is no such thing as a “maintenance free battery.”

Basically what that says is, use it until it fails then buy another one from me and I can make a bigger profit, faster. This applies to almost everything around us, we have become a use- it-and-buy-a-new one society, and we are getting worse. But I regress. Transmissions require service if you plan on keeping and driving you car for any real length of time. Transmissions should have their fluid service approximately every 60,000 miles. We see a lot of cars with transmissions failing around the 80,000 to 100,000 mile range. Hey, guess what? That’s the “lifetime” of a transmission that sees no service! We have long-time customers on their second or third BMW with over 150,000 miles on them. You know how many transmission problems they’ve had?? None, why? Because we have serviced them. On the basics of transmissions, nothing has changed. They still wear, the fluid still breaks down, but because the damage doesn’t happen for a much longer time, the factories don’t care. Let’s face it; they want you to buy a new car every 3 to 5 years anyway. No machine lasts forever, or your “lifetime” without maintenance, unless you’re prepared to use it, throw it away and buy a new one.

Don't Just Take Anyone's Word For It

We have worked hard to be one of the best service facilities where you can bring you car. We hold ourselves to high quality service and repairs. One of the areas we’ve held true to is, we do not work off of other people’s diagnoses, and this includes the Dealership’s. Everyone makes mistakes/misdiagnoses, including us, we are human. One thing I get a kick from is a tow truck driver’s diagnosis. Have you ever had the unfortunate luck of having your car break down on the road, requiring the service of a tow truck and had them tell you what wrong with car as they are loading it onto their truck? Really? If these gentlemen really knew what was wrong with your car, why are they tow truck drivers? We spend a lot of time and money to keep up with the technology that goes into these cars. Our technicians go to classes yearly to keep up with the changes these car manufacturers come out with every year. We focus on only the cars we work on. We purchase diagnostic equipment from the factories and the people who build the vehicles, not a generalized version of diagnostic equipment, to give you the best possible service we can.

I get a lot of phone calls where someone has gone to an auto parts store that will give you a free diagnostic reading of your ‘CHECK ENGINE’ or ‘SERVICE ENGINE SOON’ warning lights. These generic OBD II readers are just that, general reading. For example; one of the most common complaints I see and hear is: you go in with a ‘CHECK ENGINE’ light and the store reads the code. The code comes up as an oxygen sensor fault or failure. You have the oxygen sensor replaced, but the light remains on and the fault returns. How can that be? You were told that was the problem, or was that really the problem? The fault is more than likely the result, not the cause. Oxygen sensors on the cars we work on have come a long way and do not fail that often. Usually what we see is this: your ‘CHECK ENGINE’ light comes on, we check for the faults, and the fault comes up with an oxygen sensor fault or failure. After running a diagnostic check of the system, we find that the fault is a ‘lean running condition’ or too much air in the air to fuel mixture and the oxygen sensor cannot adjust the ratio because it is outside of its parameters. Further investigation will probably find a vacuum leak or old and cracked intake induction boot allowing too much air into the engine, and THAT is the problem, not the oxygen sensor. This is why, no matter what kind of car you drive, you should always find an independent shop that specializes in your car that you like and trust. Let them look into you problem, this is what they do, this is their job.