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When does a technician tell his manager, or customer that the diagnosis is not worth the pay? At my shop we charge 69.99 for a diagnosis. Most diagnosis work takes me 5 minutes to two hours. (depending). 😉 Also at my shop the technician/mechanics have one-on-one with customers. I have a troubling and impatient customer that has stated plenty of times he doesn’t have money for expensive repairs. I only make commission for a pay check folks. So if customers do not pay. I do not eat. This guy has a 2003 Stratus that has been to 2 (two) different shops for diagnosis for a crank no start. He brought his car to me. I found a no spark error. I found that these last two shops have cut the crank sensor wires on this 2.4L Engine.
To replace I have to remove timing belt. I told the customer that I wanted to replace the sensor before I can further diagnose. $490 estimate and telling him I want to install a factory part from Chrysler/Mitsubishi. He denies repair but paid for the scan. Comes back with the car still not starting but he has replaced the sensor. I look at the sensor he put on and its installed ass backwards. Literally bolted on backwards. So he takes the car back home and flips it around. I find out he installed a aftermarket part which is what I told him not too. (I find duralast parts to be very very chinsey). He says hes not getting fuel now, and he had a backyard mechanic replace the fuel pump motor but not sending unit. The unit is broken but he brings the pump to show me. (he thinks im his friend now because I communicate with him. :angry: He keeps messing around with it and now we wants me to get it running. When do I tell him that too many non-experienced people have hacked and tampered with this car? If I try to figure it out I will waste time and lose money fixing it. What would you guys do in my shoes.
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We get people like that sometimes. We either tell them to take it back to who ever worked on it before, or another shop. It’s not worth it to try and fix somebody’s elses mistakes.
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[quote=”BustnKnucklz” post=164852]When does a technician tell his manager, or customer that the diagnosis is not worth the pay? At my shop we charge 69.99 for a diagnosis. Most diagnosis work takes me 5 minutes to two hours. (depending). 😉 Also at my shop the technician/mechanics have one-on-one with customers. I have a troubling and impatient customer that has stated plenty of times he doesn’t have money for expensive repairs. I only make commission for a pay check folks. So if customers do not pay. I do not eat. This guy has a 2003 Stratus that has been to 2 (two) different shops for diagnosis for a crank no start. He brought his car to me. I found a no spark error. I found that these last two shops have cut the crank sensor wires on this 2.4L Engine.
To replace I have to remove timing belt. I told the customer that I wanted to replace the sensor before I can further diagnose. $490 estimate and telling him I want to install a factory part from Chrysler/Mitsubishi. He denies repair but paid for the scan. Comes back with the car still not starting but he has replaced the sensor. I look at the sensor he put on and its installed ass backwards. Literally bolted on backwards. So he takes the car back home and flips it around. I find out he installed a aftermarket part which is what I told him not too. (I find duralast parts to be very very chinsey). He says hes not getting fuel now, and he had a backyard mechanic replace the fuel pump motor but not sending unit. The unit is broken but he brings the pump to show me. (he thinks im his friend now because I communicate with him. :angry: He keeps messing around with it and now we wants me to get it running. When do I tell him that too many non-experienced people have hacked and tampered with this car? If I try to figure it out I will waste time and lose money fixing it. What would you guys do in my shoes.[/quote]
i think you are already past what i would put up with…at second visit..i would told him to go find other shop to ticker with that pos.
what is the point…? no money left for you to even discuss with..you know for a fact that they are bottom feeders excuse to come and waste your time, your shop time for stupid things.
Just lay it right out for him. He can bring it to you and you can diagnose and repair it or he can find someone else. You don’t have to be an ass about it, just lay it out in the simplest terms he can understand. If not you will start billing him straight time to finish cobbling together other peoples crap work. Which will undoubtedly cost him more than it would to just pay you up front. If he doesn’t like it he is free to go elsewhere. Even if you have to take a loss on their next visit, you’ll make it up the next time they don’t come in.
There is a certain percentage of the population you will NEVER be able to please and make a living. They just float around using up goodwill where ever they visit until they’re told to go elsewhere.
[quote=”DaFirnz” post=164873]Just lay it right out for him. He can bring it to you and you can diagnose and repair it or he can find someone else. You don’t have to be an ass about it, just lay it out in the simplest terms he can understand. If not you will start billing him straight time to finish cobbling together other peoples crap work. Which will undoubtedly cost him more than it would to just pay you up front. If he doesn’t like it he is free to go elsewhere. Even if you have to take a loss on their next visit, you’ll make it up the next time they don’t come in.
[B]There is a certain percentage of the population you will NEVER be able to please and make a living. They just float around using up goodwill where ever they visit until they’re told to go elsewhere[B].[/quote]
^^^^^^^These are words of experience and wisdom.^^^^^^
i used to work at dealership…i couldn’t refuse butchered vehicles…they were still warranty…even if there’s mangled head damage right at t-chain guide bolt hole inside cylinder head…i had two of those gabage work under warranty…
good luck to you all.
i used to work red triangle..we get see things like tampered vehicles…pretty often. some i would tells customer to “please leave i refuse to work on your vehicle.” that particular truck had torque coverter was crossthreaded and metal was falling out…basically not my problem..
just tow it or whatever…i didn’t touch your vehicle.i may sounds like ass but, when you are too nice..you will get bent..
Let’s just say I live in a city renowned for it’s cheapness. I’m not even talking frugal, but rather straight up cheap. I’ve also been fairly lucky that most of my bosses have been logical people and not afraid to just cut a customer because they don’t feel like dealing with their crap.
I would refuse to work on it simply because it’s potential trouble brewing.
Imagine being the chef in a restaurant and having your name attached to a dish that 3 or 4 other people have had their hands on.
$69.99! Holy….. 1986 called and want’s it labor rate back. We charge more than double, and it only includes the basics, if we have to tear into anything, it’s more labor. That low charge is probably why you are getting the customers you are getting. Shop management are idiiots. It is NOT a good idea to send a customer down the road, or refuse service, especially with online reviews, and you really can’t because you have taken an initial payment. People don’t take rejection well. You want to know how to handle that? You say “We will need 3-4hrs additional labor for diagnostics” and then explain to them why.. That sends most of the cheap-o customers packing BUT they can’t say you refused them, it’s on them.
Working on a car after someone can be a real headache especially when they have created problems while trying to fix others. Once again, charge additional labor. Six in one, half a dozen in the other, make it worth your while.
I am a patient man. At this point i would ask him a very simple question you are trying to save money and it has cost you more xyz number of times now. If you want me to fix it and fix it right its going to cost what it costs. You are not just paying for my knowledge, years of experience, but, also for me to eat and buy the tools to repair things properly. if you can show him a break down of costs and show him the cost of your Snap-On tools you may get through to him.
It is up to you but, i would fix his stuff and do it as cheap as possible ( and still have it fixed right) maybe cut him a deal on labor but, only if he spreads the word about how good you are and how its worth the price you charge. Also maybe have him talk about it on social media. People that are this hard headed normally have friends that realize how hard headed they are. When you can deal with someone that hard headed it speaks volumes to people. Though I would make sure that his friends are the caliber of clients worth the hassle. You also can get a life long customer out of doing this. Though once again if the guy isn’t going anywhere in life and his friends are not your target customers then send him on his way.
[quote=”BustnKnucklz” post=164852]When does a technician tell his manager, or customer that the diagnosis is not worth the pay? At my shop we charge 69.99 for a diagnosis. Most diagnosis work takes me 5 minutes to two hours. (depending). 😉 Also at my shop the technician/mechanics have one-on-one with customers. I have a troubling and impatient customer that has stated plenty of times he doesn’t have money for expensive repairs. I only make commission for a pay check folks. So if customers do not pay. I do not eat. This guy has a 2003 Stratus that has been to 2 (two) different shops for diagnosis for a crank no start. He brought his car to me. I found a no spark error. I found that these last two shops have cut the crank sensor wires on this 2.4L Engine.
To replace I have to remove timing belt. I told the customer that I wanted to replace the sensor before I can further diagnose. $490 estimate and telling him I want to install a factory part from Chrysler/Mitsubishi. He denies repair but paid for the scan. Comes back with the car still not starting but he has replaced the sensor. I look at the sensor he put on and its installed ass backwards. Literally bolted on backwards. So he takes the car back home and flips it around. I find out he installed a aftermarket part which is what I told him not too. (I find duralast parts to be very very chinsey). He says hes not getting fuel now, and he had a backyard mechanic replace the fuel pump motor but not sending unit. The unit is broken but he brings the pump to show me. (he thinks im his friend now because I communicate with him. :angry: He keeps messing around with it and now we wants me to get it running. When do I tell him that too many non-experienced people have hacked and tampered with this car? If I try to figure it out I will waste time and lose money fixing it. What would you guys do in my shoes.[/quote]
What on earth? Ok let’s cover a few things. First do you suffer from low self esteem or depression? Are you young and just don’t know any better? We get $150 an hr for diag, with the hour being the nominal charge, but it has gone to over 3hrs before on the real pains. To settle for $69 an hour is a joke. If you’re good, you deserve better pay, whicheck has to be lacking if that’s all they can get for diag time. So first order of business, get a better job, iatn would be a good start. Next, whenever you have a car like that one, where it’s been handed around like a cheap prom date and everyone has had a turn on it, you charge more for everything. 2x or 3x on diag time. 1.5x on all labor. You’re here to make money, not help some idiot who was stupid. Make money on it or tell him to take a hike. If you’re making beans on diag time then you will not have the patience to find all the problems, especially when others have been messing with it.
Interesting topic.
I just do this stuff as a hobby, but have got burn’t “helping” a friend of a friend a few times.
One was on old VW bug that needed a carb rebuild. Ended up needing fuel tank repair, fuel lines, electrical work, throttle linkage work, and someone et the valve lash too tight, and I think they used pliers because all the adjusters were rounded off.
Another was a guy who wanted me to build his engine. I designed an engine combination that would give him the best bang for this money, laid out the budget, everything. He takes it to the machine shop and gets the cheapest rebuild kit (about 7.5:1 compression pistons), a really big mis-matched cam, a crappy timing set and brings it to me to assemble. I talked him off the ledge when I showed him the old used stock valve spring pressures were way to low for the cam, but I think in the end he ended up spending as much money or more for a lower quality and power engine.OP (Original Poster), if you’re still active and still need an answer to this thread. DO NOT, under any circumstances, touch that car for ANY reason. If you do, you will become the scapegoat for ANY future problems and the focus of that idiot’s ridiculous and unrealistic expectations. I REPEAT. DO NOT work on that person’s car. if you can, show and make your service advisers and manager aware of why this is a “customer” that needs to be 86’ed. There is a reason why EVERY business should have the “We reserved the right to refuse service” front and center on the front counter. Especially in the Automotive Industry.
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