A customer in Billings swore his 6.7 Powerstroke injectors were fine after a failed buzz test

He brought his truck in last Tuesday, complaining of a rough idle. I hooked up the scanner and ran a buzz test, which three injectors failed. When I told him, he got real quiet and said, 'Those are new, I put them in myself six months ago, they can't be bad.' He insisted I just clear the codes and send it. I showed him the live data, but he wouldn't budge. Ever had a customer refuse a clear diagnosis because they did the work themselves?

2 comments

2 Comments

grant.zara4d agoRising Star

Seen it a hundred times. Ego gets tied up in the repair. Show them the data again, cold. Ask to see the receipts for the parts. Sometimes they bought cheap remans. If they still refuse, you have to let them leave. They'll be back when it gets worse.

victorhill4d ago

Ever notice how the cheap part fails in a weird way that makes the whole job harder? I had a guy bring in his own calipers once. They seized after six months, but they also chewed up the rotor in a specific pattern the data clearly showed. When he came back mad, I just laid his old rotor next to the printout. The fight went right out of him because the parts told the story he couldn't argue with.