Intermittent Problems: Labor Policy
Very often vehicles exhibit problems intermittently. The problem might happen once a day, once a week, once a month...maybe only a few times a year! Issues like this are understandably very difficult to track down.
If you are contacting PHAD to look at an intermittent issue, it is crucial that you keep the following points in mind to maximize the chances for a successful diagnosis:
Make specific notes of when the issue is most likely to occur. For example, I might ask the owner:
If I cannot reproduce the problem within the first hour, I will not proceed further unless the customer requests further testing. Customer will be billed for one hour labor, with a diagnosis "no problems found at this time."
I can still provide a general recommendation based on the described symptoms, history codes stored in the vehicle computer, and available Technical Service Bulletins. However, I would strongly encourage the customer to wait until the issue gets worse, at which point it will be easier to track down at a later date (separate diagnosis fee will apply).
If you are contacting PHAD to look at an intermittent issue, it is crucial that you keep the following points in mind to maximize the chances for a successful diagnosis:
Make specific notes of when the issue is most likely to occur. For example, I might ask the owner:
- How often does the problem occur?
- When did you first notice the problem?
- Were any repairs done prior to the start of the problem?
- Does the problem occur when...
- the engine is cold or warmed up?
- cruising on the highway or idling in town?
- accelerating or decelerating?
- turning left or right?
- it's wet or cold or hot outside?
If I cannot reproduce the problem within the first hour, I will not proceed further unless the customer requests further testing. Customer will be billed for one hour labor, with a diagnosis "no problems found at this time."
I can still provide a general recommendation based on the described symptoms, history codes stored in the vehicle computer, and available Technical Service Bulletins. However, I would strongly encourage the customer to wait until the issue gets worse, at which point it will be easier to track down at a later date (separate diagnosis fee will apply).