October 2021

OCTOBER 2021 AFTERMARKET 13 www.aftermarketonline.net S. AND HIGH-PERFO PROTECTION FO IDEAL ENGINE C RMANCE CAR R TUNING ERAMIC www.sct-ester. uk +44 1908 co. synthetic, including those conta oke and for all types and two-str Suitable for all types of engine sales@ m 320 458 ining ether (ester). of oils – mineral, semi-synthet o - s – diesel and petrol, four str uk annol.co . ic, ke faults have not been rectified and so money is wasted. It will prove more cost efficient to bring a Jaguar to someone who has the knowledge and experience on these systems. We have an extremely high success rate for first time fixes. This is something we try to impress on our customers. Expertise A comprehensive talk with the customer, the Jaguar owner experiencing the fault, is our first step. It is advantageous to both parties that we have as much information as possible. Even with all the diagnostic equipment that we have invested in, the expertise of our technician is paramount. Fault codes that may have been logged are not usually very specific but gives us a starting point with our assessment. Experience and knowledge are essential to know how best to progress with the assessment. We will then plan how to proceed from this point and carry out testing methodically and logically. We will never replace any components unless we have a reason to do so and that we can prove it is faulty. Sometimes it will be necessary to repair/replace an item before we can continue testing effectively. Problems are sometimes revealed in layers. Worthwhile We will always try to contact the customer before moving onto the next stage of testing/repair. There may come a stage when you have to decide if you want us to continue pursuing the problem as all the cost of the diagnostic testing and repairs are your responsibility. We always respect our customer’s wishes if you they not wish to continue, at which point our charges will terminate and then an invoice for charges to date will be payable. It is important to be aware that sometimes the process can become quite costly as it requires a top level of skill and expertise and other valuable resources. Sometimes to access connectors/wiring/components for testing they may be in hard to reach places which require some stripping out. If we are allowed the time and the budget we will solve the issue. None of this will be new to anyone reading this magazine, but I think it is always worthwhile thinking about how we deal with customers and communicating the process. In some ways it is about managing expectations, but through talking to the customer, the actual diagnostic work can be aided. This is why it is so important for those on the phone and those on the tools to work in harmony, whether there is a pouncing cat on the bonnet in question or not. www.aftermarketonline.net What someone may be asking for and what is actually required to get to the source of the problem can be very different ”