A week In The Life Of An Automotive Service Manager

So this is going to be just one small story that gives you an idea of the headaches I face week in and week out as an automotive service manager. The pictures I have posted here are of what is called an "Oil Pressure Sending unit" This little item is screwed in to the side of the engine block at a point where it can pick up a reading for the engines oil pressure when a vehicle is running. And sends it to a gauge or light inside the vehicle. The picture to the left is of the back (or connector side of the oil pressure sending unit) We replaced a unit like this on a GM vehicle last week Monday the 3rd of March. We didn't replace it cause it wasn't working. We replaced it because it was leaking out the connector side (shown to the left) So this is how things went after the install.

The same customer called me back Monday March 10th I will post the phone conversation as best as I remember it.
Dan: "Autoworx may I help you?"
Cust: "Hi Dan how are you?"
Dan: " I'm fine ____ How are you?"
Cust: "I'm ok but my cars not."
Dan: "Why what's wrong?"
Cust: "Since you fixed the oil leak with that part for the oil gauge..... My oil pressure gauge is on crack."
Dan: "What are you talking about your gauge is on crack?"
Cust: Laughs "Well it is reading all over the place some times its high some times its low its just going nuts its all over the place."
Dan: "Well it sounds like we need to look at that again something has gone wrong. I can't get you in before Thursday to look at it again is that ok?"
Cust: "That will be fine I will drop it off Wednesday night so you will have it Thursday."
Dan: "Ok thats great we will get you fixed up. I'm so sorry you had to come back and for the trouble."
(thinking to myself this is great! The oil leak WAS NOT EVEN a customer complaint when the car came in. And now the damn gauge is not working) i.e. It was an add on sale we found the leak and I told them it needed to be fixed.
So we got the car back on Thursday and ran through some checks well come to find out the damn new sender was / is bad! You may think well no big deal a bad part every once in a blue moon that will happen. Well thats the issue it happen ALL THE TIME! Almost everyday! We get junk / defective parts from ALL suppliers!! And no it doesn't matter where it comes from. In this case because in the past we have had issues with what are called "After Market" Parts i.e. not from the dealer. I even got the unit from the GM dealer! And it was bad. Long story short we got ANOTHER new part and things seem to be fine.
The issue with this whole mess is this. In this industry no matter how good you are or how much your regular customers trust you. (this person is a regular customer) Its things like this that place doubt in the minds of your customers. When you have the stories that the news is running about dishonest repair shops and what not. Its not always the workmanship in the repair shop that is the issue more often then not any more its the junk parts that are being sold to those shops!

Well thats my Friday rant! LOL Everyone have a great weekend!
~Dan

(Photo(s) Credit to Napaprolink.com)