Questions

This is a great question! There are many ways to deal with the phone call however, each scenario is different.

We are trained to answer the phone by the third ring and most times we do. But, this is the quandary begins I am sure.

I think it is all about the customer whom is front of you at the time and whom is on the phone.

You have to read the customer in front of you and see if that person is being impatient. It is imperative that you take care of that customer as they are captive in your store and ready to spend money so you can ill afford for them to walk away.

However, over the years, many companies have put a grand emphasis on the phone-in customer and your company has a policy I am sure. But, in reality that policy is suggestive, right?

So, finally to the answer as I see it. Politely ask the in-store customer to excuse you while you answer the phone. The customer on the phone should be informed you are with another customer and you will be back with them shortly. If you are going to be delayed and there is no one else to assist them you might ask for a number to call them back.

Most customers that frequent our stores know what we deal with and are patient with that scenario. However, if they decide to hold be sure and go back about every 45 seconds or so and let them know you have not forgotten about them.

We also play favorites as well, a customer that spends $2,500 a month with us will get top billing and get helped before the customer at the counter.

Hope I helped with the quandary, thanks for the question.

Gerald Wheelus

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I have to export your AC Delco Car Wash Shampoo to Japan. Do you have an export classification (tariff) number available. The msds doesn’t list anything under #14 regarding IATA regulations, do you know if its regulated for shipping by air? Thank you

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Different people will tell you one brand is better than another. All oil is the same to a certain point. After that, manufacturer’s try to make them better. They put their own blend of additives in to withstand heat better, clean, etc. So, pick the one you like.

As far as viscosity, stick with manufacturers recommended viscosity. The tolerances in engine bearings are a lot smaller than they used to be and a thicker oil could cause damage. Plus, it will void your warranty If it’s a new vehicle.

Matthew Vaughn

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There are a lot of variables at play here. What is the quality of the pads and rotors that you used. Did you even change the pads? What are your stopping habits? Is the truck empty or loaded? All this comes into play. Sometimes all at once. But probably the biggest thing is breaking habits. A ton of folks like to wait till the last possible second to apply their brakes and try to stop in ten feet. What they should be doing is gradually slowing by gently applying the brake. Give yourself a lot of room to stop. Your brakes and your wallet will thank you.

Matthew Vaughn

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Your HVAC has gone into “default” mode, which sends all output to the
defroster if the switching controls fail for any reason. This is done to
make sure the car is safe to drive, you can see out the windshield.

First check for a vacuum leak to the HVAC controls or vacuum motors.

Jim O’Neill
Chino Autotech Inc.

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There is no such thing as “Lifetime Rotors” the manufacturer does not warranty them against wear or warping as that is normal wear. They only cover manufacturing defects. So turning does not void warranty.

Gerald Wheelus

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This is an alignment shim used with leaf spring suspensions. The “1/2” refers to one-half degree of adjustment, which is the amount the installation of this wedge will affect the pinion angle of the rear differential.

Tom Dayton
JS Auto Supply
Jamestown, NY

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I can help with this as Dodge had a recall and an upgrade but we need to know what year and motor it has

Gerald Wheelus
Edgewood Parts Plus

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Replaced the motor with what? A complete motor with accessories from a
wrecking yard? A reman long block?. If it was a complete used motor, did you
replace the computer with the one that is correct for that engine management
system? Did you miss connecting the ground wires for the systems?
Questions like yours are very hard to answer because I don’t know the skill
level of the installer. There can be many causes for a “no start/run”
condition, but remember the ECM is in charge of all the fuel/ignition
functions, it has little to do with the engine itself.

Jim O’Neill
Chino Autotech Inc.

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Some electric fans will continue to run after the engine is shut off to provide a little extra cooling. Most generally shut off after about 30 seconds though. If his is continuing to run and not shutting off, then that is an obvious problem and needs to be corrected, and it will kill the battery.

Matthew Vaughn

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Your local parts store should be able to provide a belt routing diagram, if you provide year, make, model, and engine. They may be able to print this information for you to take home, or draw it out for you. Some vehicles have this diagram printed on a decal on the radiator support, you may check there first. If all else fails, you could try this link: http://www.gates.com/part_locator/ Enter your vehicle information, and it will show a listing for “serpentine belt”, with a camera icon. Click the camera icon, and a window should open with the diagram you are looking for.

Tom Dayton
JS Auto Supply

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The first step regardless of differential type should be to check the fluid level and condition. If this is a limited slip differential, the whine and popping may be coming from the clutch pack. Check, drain, and refill the differential with the appropriate amount of fluid and limited slip additive (if required), and inspect the internal components for damage or wear.

Tom Dayton
JS Auto Supply

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Each of the gauges on these instrument clusters has a “stepper motor” behind it that moves the needle, and these motors are a common failure point to these trucks. When they go bad, they either fail to work at all, or stick in one position. A major aftermarket manufacturer (Dorman) offers rebuilt instrument clusters (with upgraded stepper motors) on an exchange basis. All you need is the VIN and mileage, then they program one and send it to your supplier, which you then exchange for your rebuildable core. They are reasonably priced, require limited down-time, and are fairly easy to install.

Tom Dayton
JS Auto Supply

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This is an age old question and what the Ask the Counterpro program was started for to help counterpeople become better at what they do.

In one of these cases where customer are wrong, well you just have to eat the crow. However, most of our systems are capable of including the VIN code on them. Also, it is not out of reason to ask the customer what the made on date in the door jamb says.

Customers are not always right but they are always the customer.

However, this customer may be scamming you in some way so watch this one closely.

Gerald Wheelus

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The P0420 DTC is generated by the rear (downstream) HO2 Sensor when it
senses too much leftover oxygen after the catalytic converter does its job.
This causes the sensor to “switch” high-low just like the upstream HO2
sensor. Sometimes there may be a misfire or a lean condition like a manifold
leak which causes this DTC. More often we find the catalyst is just worn,
coated or deteriorated from long use and having had the above-mentioned
upstream defects at one or more times in its life. That’s one good reason
why it is so important to promptly fix any misfires, rich or lean
conditions!

If you are satisfied the upstream problems are repaired, it’s time to
replace the cat.

Jim O’Neill
Chino Autotech Inc.

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I would recommend that you re-check the application for that new switch
(light only, light + gauge, gauge only) Whatever is causing it, it is a
short to ground in the circuit to the sender when the gauge goes to the top
of the range immediately upon KOEO (key on engine off).

Jim O’Neill
Chino Autotech Inc.

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It would be very difficult to diagnose an electrical problem on a 40 year
old vehicle, sight unseen. If you have a good local electrical shop which
specializes in restoration of older vehicles, it might be best to give them
a chance to check the wiring harnesses and circuits.

Jim O’Neill
Chino Autotech Inc.

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I have tried many different brands and qualities with no luck. The car has done this since new and even the dealer said that there wasn’t anything they could do about it. please help

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It sounds like you’re doing it. So long as you keep up with routine maintenance and be religious about it, there’s no reason why you can’t get many more miles out of that power train.

Matthew Vaughn

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Could be a bad washer pump or a blockage in the lines or nozzle. I’d check the pump first.

Matthew Vaughn

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It’s very likely that bushings are worn out and hardware has loosened on the
shifter of a 21-year-old vehicle. Even Toyotas need some maintenance and
restoration now and again! Take it apart and examine everything that moves
in the shift console. The good news is that Toyota continues supplying parts
that would be obsolete for most makes of car.

Jim O’Neill
Chino Autotech Inc.

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Did you replace that pressure switch with the same original equipment part designed for R12, or one designed for R134a? Most AC parts suppliers offer a lower pressure retrofit switch, and recommend using one due to the pressure differential between R12 and R134a systems.

You mentioned the problem occurred “in the process” of adding refrigerant. Did you eventually get the proper amount of R134a in, (you only need to add about 85% of the original capacity of an R12 system when retrofitting it to R134a), or is it still undercharged?

Tom Dayton
JS Auto Supply

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FMSI #376 pads fit various W-Body GM (Lumina, Monte Carlo, Grand Prix, etc…) applications from late 80’s-2001.

FMSI #242 pads fit various Toyota, Geo and Chevy Nova applications from the 80’s and 90’s.

Tom Dayton
JS Auto Supply

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On the ignition side of things, lack of signal from either the cam or crank position sensors could be causing your no-start. On the fuel side of things, injector poppet nozzles or fuel pressure regulator could be bleeding off fuel pressure. Your next step might be to verify fuel pressure at the fuel rail on the manifold (rather than just at the pump), and presence of spark.

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You have a vent mode actuator with a bad diaphragm. Most people don’t fix
them if it involves removing the complete dash. If the one acting up can be
reached from underdash or with the glove box removed, the actuator is
probably available from AC Delco, an HVAC supplier or the dealer can order
one for you.

Jim O’Neill
Chino Autotech Inc.

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Many aftermarket vendors DO offer parts and supplies for non-automotive applications, and traditionally, parts stores have had cataloging and the personnel to find these parts. Considering that the OE parts at a JD dealership counter are often considerably more expensive than the aftermarket parts found in our stores, it can be a great savings to the customer. It is the same reason people choose us over the OE automobile dealer. It only benefits us (both at the store level, and industry-wide) to be knowledgeable about these nontraditional parts needs, and to be prepared to fill those needs. If a customer can purchase candy, soft drinks, and magazines at a parts store, then why should we turn away a sale for tractor parts?

Tom Dayton
JS Auto Supply

Are you referring specifically to off road equipment and such? If so, they may be off road and used in industries, but they are still automotive at heart. They have an engine, transmission, etc., and they break down also, just like a car. They need parts and parts stores handle that need.

Matthew Vaughn

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The inner trim panel is held on to the metal rear door with push-clips and
or sheet metal screws. They need to be removed from inside the Cherokee and
the trim panel pulled back or completely removed if possible. Then you can
reach through an access hole in the door and release the latch manually.

Jim O’Neill
Chino Autotech Inc.

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Those auto-locking hubs have a very weak plastic “cam” inside them, and when that wears or breaks, the clicking and ratcheting sound you describe is one of the common symptoms of the slipping hub. For further diagnostic info, a little about how they work, and also recommendations for upgrading these to a manual locking hub, try: http://therangerstation.com/tech_library/HubDiagnosis.html Tom Dayton JS Auto Supply

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Are you sure the ECT (engine coolant temp) sensor is reading correctly? Was
the thermostat re-installed? Low temperature will cause extremely rich
mixture. The ECT overrides oxygen sensor, mass air flow sensor and all other
inputs. Plug in a scan tool and see what the warmed-up temp is and if the
ECM is in closed loop before you do anything else.

Jim O’Neill
Chino Autotech Inc.

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The Dakotas have a single rear ABS sensor, which is mounted in the top of the differential housing.

Tom Dayton
JS Auto Supply
Jamestown, NY

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Yes it could be the General Electronic Module. This diagnosis would require
the Ford scan tool, STAR tester or WDS, to pinpoint the body code (B-series)
and to try to reset it first before replacing it.. There is also programming
involved. The Ford antitheft system software is sometimes, on some models,
split up among different modules, Instrument Cluster Module, GEM, PCM and
others. It gets complicated if you don’t have Ford OEM information
procedures and the scan tool.

Jim O’Neill
Chino Autotech Inc.

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Because brake systems are so essential to vehicle, public and occupant safety, our shop never “guesses” at brake symptoms. The ONLY way to know what’s wrong is a thorough brake inspection, wheels off and micrometer and runout indicator gauges in hand.

Jim O’Neill
Chino Autotech Inc.

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You have a vent mode actuator with a bad diaphragm. Most people don’t fix
them if it involves removing the complete dash. If the one acting up can be
reached from underdash or with the glove box removed, the actuator is
probably available from AC Delco, an HVAC supplier or the dealer can order
one for you.

Jim O’Neill
Chino Autotech Inc.

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0 people found this helpful.

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Many aftermarket vendors DO offer parts and supplies for non-automotive applications, and traditionally, parts stores have had cataloging and the personnel to find these parts. Considering that the OE parts at a JD dealership counter are often considerably more expensive than the aftermarket parts found in our stores, it can be a great savings to the customer. It is the same reason people choose us over the OE automobile dealer. It only benefits us (both at the store level, and industry-wide) to be knowledgeable about these nontraditional parts needs, and to be prepared to fill those needs. If a customer can purchase candy, soft drinks, and magazines at a parts store, then why should we turn away a sale for tractor parts?

Tom Dayton
JS Auto Supply

Are you referring specifically to off road equipment and such? If so, they may be off road and used in industries, but they are still automotive at heart. They have an engine, transmission, etc., and they break down also, just like a car. They need parts and parts stores handle that need.

Matthew Vaughn

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The inner trim panel is held on to the metal rear door with push-clips and
or sheet metal screws. They need to be removed from inside the Cherokee and
the trim panel pulled back or completely removed if possible. Then you can
reach through an access hole in the door and release the latch manually.

Jim O’Neill
Chino Autotech Inc.

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Incorrect spindle nut torque could cause repeated failures of a front hub assembly. This could be a result of under/overtightening of the spindle nut, damage or excessive wear on the CV joint spindle threads, or damage/wear/loss of torque from reusing the original spindle nut instead of replacing it with a new one.

Tom Dayton
JS Auto Supply
Jamestown, N.Y.

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Some folks just don’t have the heart for it. It’s no secret that this business won’t make you rich, but it can very fulfilling if a person has heart. And sometimes, my friend, fulfillment is worth tons more than money.

Matthew Vaughn
O’Reilly Auto Parts

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The typical store or shop system as with most business systems, because of replacement costs and networking costs, are usually far slower than our Android phones. My repair shop has 8 workstations in the office and the shop. If I’m lucky I only have to replace 1 every year or so and always opt for the latest chip and OS.
Jim O’Neill
Chino Autotech Inc.

Unfortunately, this is the nature of the business. There will always be that something that you have to use unconventional methods to find. If it tends to be a recurring issue, get with upper management, be it the SM or higher. Someone is bound to care enough to help you get the tools you need to help your customers.

Matthew Vaughn
O’Reilly Auto Parts

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