Diagnostics: Our approach
Julia is back, and wants to share the Nene Jag Specialists approach to diagnostics, and managing customer expectations
Published: 01 December, 2021
With nearly 30 years’ experience on Jaguar diagnostics we have developed a structured and methodical approach to diagnostic testing. We are committed to properly diagnosing and repairing our customers Jaguar in a timely and cost-effective way. We have also become rather adept at properly diagnosing and dealing with our customers. Again, it is all about the approach. It is always worth reviewing how to approach the diagnostics process.
The three questions we always get asked first of all are; What is wrong? How much will it cost? How long will it take? Unfortunately, these are the answers that we are unable to give at the start. We will discuss with the approach that we would like to take with the particular problem, this will be based on the information the customer provides and also try to establish a budget with which they are comfortable with for the diagnostic assessment. A realistic time/budget is usually between one and two hours. Depending on the complexity of the problem, it may take considerably less time or we may need more time. After the initial agreed time we may have a solution, or if not, then our initial assessment will have helped us to formulate a clearer plan as to how to proceed. Unfortunately, a lot of problems are intermittent and sometimes the problem may not reveal itself during the course of our testing. For us to identify the cause of a problem the symptoms need to be present during testing. This may lead to multiple appointments or keeping a Jaguar in the workshop for an extended period of time. Jaguars have complex layers of technology and sometimes multiple layers of testing and/or repairs may be required to solve the issues.
Computer says no
We are frequently asked for fault code reads or to “just plug the computer in so I know what’s wrong” or “how much for a fault code read.” Sound familiar? Yes, we can retrieve fault codes for a standard charge but unless our customer can understand what the code means then it is of very little use. What someone may be asking for and what is actually required to get to the source of the problem can be very different. We will discuss the issues with them and between us we will work together to meet expectations.
Other comments which can be associated with fixes after diagnostics are “That didn’t take you long” or “is that all it was?” The journey to get to that particular repair is not always as obvious as first thought. Many thousands of pounds are invested in equipment to enable us to trace the fault and endless hours of research, studying and data collection have taken place for us to gain the experience to diagnose the problem correctly. Equipment that may be used during the diagnostic process are Jaguar SDD, Autologic, oscilloscope, smoke machine amongst others. We also invest heavily in training.
We begin a diagnostic assessment with a calm and methodical approach. We deal with a lot of cars that have had previous attempts at fixing problems and sometimes the symptoms may be dealt with by haphazard adjustments or having random parts fitted but as no logic or method has been applied then no one is any the wiser as to how the problem has been ‘cured’. This can often work out to be a more expensive way of attempting to sort a problem as parts may have been fitted that weren’t required, time is wasted and budgets spent! We frequently see Jaguars that have been to multiple garages which are perceived to be cheaper and have a lower labour rate but unfortunately the 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.
- Autoelectro delivers on obscure references
A Maybach 62 and Jaguar XJ-S 6.0 V12 alternator are the latest requests from Autoelectro customers across the UK and around the globe. While Autoelectro stocks its fastest-moving part numbers to ensure rapid delivery, it will accept even the most obscure requests and, in the UK, customers usually receive their order the next working day. As well as the Maybach 62 and Jaguar XJ-S references, Autoelectro recently sold a Lotus Elan M100 1.6 alternator, as well as a 1974 Porsche 914 1.8 alternator and a 2017 Toyota Auris 1.2 alternator – highlighting its capability of catering for the oldest and newest models.
www.autoelectro.co.uk
- Plugged into the network
My name is Ryan Colley, and I am the owner of a small diagnostic specialist independent garage based in Taunton, Somerset called Elite Automotive Diagnostics. I have been published by American magazine Motor Age and more recently been published by Tom Denton in his latest edition to his training literature Advanced Automotive Fault Diagnosis, with other mentions in other titles.
Specialisation
Over three years ago now, I went off on my own to set up a garage which specializes in diagnostics and all aspects of vehicle electronics including programming and coding. Over the years, a lot has happened which I would like to go into brief detail here.
Over two years ago now I found myself browsing through social media. I was attempting to learn more about the trade, along with further testing techniques to better myself. I stumbled across Brandon Steckler, who I found to be teaching some very specialist skills via a private social media group.
He was inviting everyone in this group to diagnose an engine fault without any major dismantling. The trick was they had to figure it out using the oscilloscope captures he had gained by connecting a pressure transducer to the engine via the spark plug hole and a pressure pulse sensor fitted into the intake, exhaust, and crankcase.
Sounds crazy right? I thought so too. It was not until I continued to follow the thread that I found out he diagnosed this vehicle correctly. Astounded by these testing methods, I reached out to Brandon via social media, who I must mention lives in the USA thus showcasing the power of social media and the facilities now at our fingertips. I asked him for help as I had an Audi A4 V6 in my own workshop which had obvious engine mechanical issues, but the fault was exceedingly difficult to pinpoint.
I explained the scenario, and he told me how to go about testing the vehicle and which information he would need to help me. I obtained the oscilloscope captures using the same equipment he advised in his previous social media thread (pressure transducer and delta pressure sensor) and we both got to analyzing them to diagnose this engine mechanical fault without dismantling it. He told me exactly where my issues lay, and more importantly informed me this vehicle was repairable even though it had little-to-no compression on three of its six cylinders. After I removed and stripped this vehicle down, which took over 15 hours as the engine needed to be removed to confirm our suspicions, I confirmed exactly what Brandon told me to look for. This component was then replaced and subsequently the vehicle was repaired restoring compression to all cylinders.
Techniques and skills
This was the start of a great relationship between myself and Brandon. I was so amazed at the techniques and skills I had acquired from the aforementioned troublesome Audi I thought to myself “everyone needs to learn these skills.” Therefore, I reached out again to Brandon and invited him to tour the UK to carry out his pressure analysis course. To make this happen, I needed a huge help from the automotive community, so I reached out to individuals within the automotive field including Steve Scott of SDN Network. He said he would help me bring Brandon to the UK for this debut tour. With the backing of some of the most crucial key players in the automotive industry we set about to marketing this tour. The response we received was outstanding and it was clear to see this type of testing technique was about to become immensely popular.
We agreed we would run three different venues throughout the UK to give everyone the opportunity to attend. We started off in the South-West at the prestigious Technical Topics automotive training centre, headed up by James Dillon. The attendees were ecstatic about the opportunity to learn these skills from possibly the best in the industry concerning pressure analysis. No training centre to date had held any course like this, making this an extremely popular course to attend. We sold out all three venues. From there we ventured north to ADS Preston, the home of David and Frank Massey. We then finally closed the tour at the Bosch training centre in Glasgow. The reviews we received were phenomenal, with some attendees saying, “this is the best automotive training I have been on.”
Opportunity
Fast forward to a year later and I started another company called Elite Diagnostic Solutions which specialized in providing technicians and garages with specialist diagnostic tooling, which was not easily available. The first company whose products we started to distribute their was DITEX. Six months after this Steve Scott mentioned to me there was an automotive training course that should not be missed in the USA called Super Saturday. This prestigious event was hosting some of America’s most knowledgeable automotive trainers all in one place. We agreed we both needed to attend. Steve reached out to other technicians within his SDN Network asking if anyone wanted to come and join us on this adventure. In total, 10 other people joined us on this opportunity of a lifetime.
Upon arrival we met our good friend Brandon, who picked us up from the airport and took us all to our hotels in what I could only describe as a real family bus. This thing was huge, poor Brandon looked out of place driving it as he could barely see over the steering wheel. We all attended the event, and it was a huge success. This is where I met prestigious company owner Jorge Menchu, owner, and Director of AESWave.
AESWave is a training and diagnostics tool company, therefore we spoke in detail about the possibility of becoming a UK distributor for their products in which Jorge and his team agreed. Therefore, we are now UK distributors for AESWave, DITEX and more recently ATS (Automotive Test Solutions) products.
A few months later and there was so much demand to bring Brandon back over to the UK to carry out his pressure analysis course. Those who attended his last course were now using the techniques, and others wanted to learn and develop themselves. So again, I reached out to Brandon and asked him to come and do another tour of the UK. However, this time we also included both Northern Ireland and Ireland. As before, all venues sold out with incredibly happy delegates.
We are currently planning another training course. This will be presented by two of America’s top instructors, Brian Culotta and Brin Kline of Trained By Techs.
For more information about this up and coming event please visit: www.elite-diagnostic-solutions.com
- UK Garage and Bodyshop Event: FREE tickets now available
Registration has opened for the inaugural UK Garage and Bodyshop Event, taking place at Birmingham’s NEC from 8-9 June.
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Snap-on has updated the Fast-Track Intelligent Diagnostics tool matcher feature on its website with the addition of the new APOLLO-D integrated diagnostics system.
- Snap-on Offers live online training for Fast-Track Intelligent Diagnostics tools
Snap-on will be running a series of live online training sessions in April that will help them get up to speed with their new Fast-Track Intelligent Diagnostics tools, including ZEUS, TRITON-D8 and APOLLO-D8.
