Unwelcome Diagnosis

[Will]

Admittedly, I did not check to see if this idea has been presented before, but have watched most of the ETCG1 videos.

Submission for possible coverage on ETCG1 – Unwelcome Diagnosis

The general idea is that the customer does not believe or want to listen to the actual cause of the condition presented as a concern.

i.e.

A customer brings a vehicle to the shop for a concern. The vehicle is inspected and the result is:
-customer is unaccustomed to vehicle handling – concern is normal characteristic of vehicle – ex. vehicle rides too bumpy (customer used to drive Avalon, now drives 4Runner)
-customer has disabled vehicle feature inadvertently – customer states never pushed that button – ex. rear lift gate off, TPMS second set on
-customer has diagnosed vehicle problem based on comparison to a dissimilar vehicle – ex. steering effort has increased (vehicle with electric steering, 20k miles) – vehicle has a handicapped placard and card describing ALS, discussion with the customer revealed a torn rotator cuff in addition to the ALS, as well as a faulty comparison to a vehicle with hydraulic steering.
-customer has an issue related to collision damage or prior improper repair, but believes vehicle was purchased in good condition – ex. carfax did not report major accident, another shop did faulty repair
-customer has upgraded/changed phones, now vehicle bluetooth doesn’t work properly – software compatibility issue with phone, not yet compensated with vehicle software update

Topic

[EricTheCarGuy]

Interesting topic. I believe I’ve touched on it in a couple of videos.

That should keep you busy for a bit. There’s going to be another video relating to this topic coming out in the next few weeks as well, “The Bathtub Curve”. Thanks again for the suggestion.

[Author]

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