Reduce Repair Time…For Free

The motto of many military and police forces has long been “knowledge dispels fear”. I would submit to the trucking industry that “knowledge dispels confusion, lost time and redundancies”. Knowledge (the driver knows, or should know, that there is a problem) and communication in the name of reducing repair time and avoiding larger problems.

To get the best out of a garage, especially one that you don’t have a relationship with (a garage you haven’t used, or not very often), you must give good information at the beginning of the job, or, better yet, before the job, and demand certain information after the job.

Before The Job

Before a garage is chosen (assuming there is a choice to be made) the nature of the problem needs to be identified. A garage that specializes in trailer repair likely does not have the ability to scan an engine for codes. It may not even own a proper voltmeter. A general rule of thumb is that the more a vehicle’s problem seems to involve electrical components, the more selective you should be in deciding on who to give your work.

That being said, what information should be given to a garage, and what difference should it make? The majority of minor repairs take little more than “Front left corner” as a definition. A complaint such as a light not working shouldn’t even have a description because every light on the unit should be verified, for the time it takes, (no vehicle should leave a garage with a light not working simply because “the driver didn’t say so”).

Assuming the problem risks being more involved than a run-of-the-mill repair, here are some examples of what I qualify as an issue that needs more/better information in order to cut down on repair time:

  • Check engine (especially a red lamp)
  • High/Low temps (engine, transmission, differentials)
  • Exhaust smoke
  • Wheel smoke
  • Vibration

Here is a common driver's report: “vibration” or “check engine lamp is lit”. Ya, real powerful stuff. Here is what happens when the mechanic gets the truck and the previously mentioned drivers report. He starts by checking fluids and for any obvious damage. Then, he either hooks up a laptop and/or goes for a road test. At best, the mechanic has wasted an hour; at worst, an hour has been spent and the mechanic may have been unable to recreate the proper conditions to see the problem as it exists.

Here is what I recommend. Even if the driver's log only allows for a few lines or a few words. Find a way to get as much information as possible to the garage. Here is a list of hints. Did the problem occur:

  1. For the first time, or is it a recurring problem?
  2. Was the engine cold or at operating temperature?
  3. Was the day remarkably hot or cold?
  4. High/low speed only?
  5. High/low gear only?
  6. Only on rough roads or in corners?
  7. Only going uphill/downhill?
  8. Loaded or bobtail?
  9. Does the problem occur with different trailers or tractors?
  10. Has anyone else perceived the same problem with the same or a similar unit?
  11. Here is why each point is important

1- It is possible that a mechanic or series of mechanics has performed the same solution each time. It is possible that the solution is not a long term one. A mechanic needs to know this in order to know a smooth road test is not enough verification this time.

2- If the engine only codes or misbehaves when cold, a mechanic can try to find a fault all day and all night but never will. If only at operating temperature then he knows not to waste time and raise temperatures as quickly as is safe.

3- Extreme weather can wreak havoc on machinery. Just because a coolant system is maintaining a healthy temperature doesn’t mean the system isn’t working at absolute capacity. This also affects fuel economy (fan always on/engine running hard to stay warm).

4/5/6/7/8- All related to reducing road tests by pinpointing the exact conditions in which a vehicle misbehaves. If this is done thoroughly enough then it could possibly eliminate the need for a discovery road test.

9- Many a lighting problem has been eliminated by recognizing the problem lies in the tractor, not the trailer (or vice versa).

10- Many things could be at play here. For example, one engine will run hotter than another leading a driver to assume there is an issue. A vehicle may be louder or rougher to ride (read older) and the driver’s perception may be off. Slightly more difficult to discuss, driver error could be at play.

Conclusion

Most garages are well intentioned and want to keep their customers happy. They also want to appear competent. By Providing them with accurate and relevant information, they can achieve those goals much easier. Sometimes speaking directly to the mechanic, if at all possible, can be a great help.

I hope this article has been helpful. My next post will be on “keeping them honest” and just what information you should be receiving after the repair.

Drive safe,

Kevin Gauthier