Vehicle Service History

1-1 Describe the purpose and use of vehicle service history.

Service history is a complete list of all the servicing and repairs that have been performed on a vehicle (FIGURE 1-1). The scheduled service history can be recorded in a service booklet or owner’s manual that is kept in the glove compartment. The service history can provide valuable information to technicians conducting repairs. It also can provide potential new owners of used vehicles an indication of how well the vehicle was maintained. A vehicle with a regular service history is a good indication that all of the vehicle’s systems have been well maintained, and the vehicle will often be worth more during resale. Most manufacturers store all service history performed in their dealerships (based on the VIN) on a corporate server that is accessible from any of their dealerships. They also use this vehicle service history when it comes to evaluating warranty claims. A vehicle that does not have a complete service history may not be eligible for warranty claims. Independent shops generally keep records of the repairs they perform. However, if a vehicle is repaired at multiple shops, repair history is much more difficult to track and, again, may result in a denial of warranty claims.

FIGURE 1-1 Print outs of completed repair order as saved in the online repair order system.

Vehicle service history can be very valuable to the technician. This history is typically retrieved from service records kept by the shop, dealer network, original equipment manufacturer (OEM), or aftermarket service center. This information often contains a list of services performed on a vehicle and the date and mileage at which they were completed. Not all service history contains the same information. Some histories may only contain repair information, while others include every customer concern and maintenance task performed. This information can be very helpful when diagnosing a concern. Service history may help technicians diagnose a vehicle and can also be used to prevent costly duplicated repairs.

Service history can also be used to guide repairs. Records of vehicle service history may indicate that the customer has recently been in for service and now has returned with a new concern. This all-too-common situation is usually found to be caused by error during the previous service. When working on a vehicle that has returned after a recent repair, the previous technician’s work (whoever that may be) should be inspected meticulously.

The service history may also show that the customer is returning for the same issue due to a component failure. The history might indicate when the component was installed, help the customer get their vehicle repaired, and help the shop to get paid under the component warranty. A vehicle that returns more than once for the same repair could be an indicator that an undiagnosed problem is causing these failures. The service history allows technicians to determine if the vehicle has been well maintained. This can be extremely useful when a technician suspects that lack of maintenance may be the cause of the problem.

The vehicle’s service history helps technicians determine what maintenance needs to be performed, and therefore helps customers save money over time by preventing future costly repairs. Routine maintenance is essential on today’s modern automobile and prevents premature failures due to contamination and component wear.

Today’s vehicles also require regular software updates. There are many advanced computer systems on modern vehicles. From time to time, updates will be available to fix a bug or glitch in the computer programming. These updates are often designed to eliminate a customer concern, improve owner satisfaction, or increase vehicle life. This is very similar to an update for your PC or mobile device. Service history will indicate to the technician that the vehicle may need an update. The technician will inspect the vehicle’s computer system and perform any needed updates as necessary.

TECHNICIAN TIP

Technicians and service advisors should check the vehicle service history against the manufacturer’s service maintenance schedule to determine if the vehicle is due for scheduled maintenance. The maintenance schedule is a guide that indicates what service is due when; it can be found in the manufacturer’s service information and often in the owner’s manual. Keeping the vehicle well maintained can avoid a failure that strands the customer on the roadside.

Service history can also be used to keep customers safe. Occasionally, manufacturers may need to recall a vehicle for service due to a safety concern that has been identified for a vehicle (FIGURE 1-2). This means that the manufacturer has found that the potential exists for a dangerous situation to occur, and the vehicle must be serviced to eliminate it. Depending on the nature of the problem, recalls can be mandatory and required by law, or manufacturers may voluntarily choose to conduct a recall to ensure the safe operation of the vehicle or minimize damage to their business or product image. The service history would be used to verify that the vehicle is subject to the recall and has or has not had the recall service completed. The technician would perform the service, update the service history, and return the vehicle to the customer.

To review the vehicle service history, follow the steps in SKILL DRILL 1-1.

FIGURE 1-2 Recall notice example.

TECHNICIAN TIP

A vehicle’s service history is valuable for several reasons:

• It can provide helpful information to the technician when performing repairs.
• It allows potential new owners of the vehicle to know how well the vehicle and its systems were maintained.
• Manufacturers use the history to evaluate warranty claims.

Active Listening Skills

1-2 Demonstrate an understanding of the active listening process.

Depending on the size of a shop, the first point of contact for the customer is the service advisor or consultant. This person answers the phone, books customer work into the shop, fills out repair orders, prices repairs, invoices, keeps track of work being performed, and builds customer relations with the goal of providing a high level of customer support. The service advisor also serves as a liaison between the customer and the technician who is working on the vehicle. A service advisor or consultant may advance to become a service manager. In smaller shops, a technician may perform these duties.

SKILL DRILL 1-1Reviewing Service History

1. Locate the service history for the vehicle. This may be in shop records or in the service history booklet within the vehicle glove compartment. Some shops may keep the vehicle’s service history on a computer.
2. Familiarize yourself with the service history of the vehicle.
   • On what date was the vehicle first serviced?
   • On what date was the vehicle last serviced?
   • What was the most major service performed?
   • Was the vehicle ever serviced for the same problem more than once?
3. Compare the vehicle service history to the manufacturer’s scheduled maintenance requirements, and list any discrepancies.
   • Have all the services been performed?
   • Have all the items been checked?
   • Are there any outstanding items?

When the customer brings his or her vehicle in for service, the service advisor or technician should ask for more information than just the customer’s concern. It is important to let the customer speak while you use active listening skills to gather as many pertinent details as possible. Active listening means paying close attention to not only the customer’s words, but also to their tone of voice and body language. Maintain eye contact with the customer throughout your conversation and nod to show you understand and are paying attention. Do not interrupt. Wait for the customer to finish speaking before responding, then ask open-ended questions to verify that you have heard the complaint clearly and understand the problem. An open-ended question is one that cannot be answered with a yes or no, but instead requires the customer to provide you with more information about the problem (FIGURE 1-3). If the shop is noisy, try to find a quieter location in which to speak with the customer. Excellent communication helps ensure that all relevant information is collected. It also makes a good first impression with customers; they are likely to feel that they were listened to and cared for.

FIGURE 1-3 The active listening process.

Politely use open-ended questions to ask about any symptoms the customer may have noticed, such as:

• Under what circumstances does the concern occur or not occur?
• What unusual noises do you hear (e.g., squeaks, rattles, clunks, and other noises)?
• What odd smells or fluid leaks have you noticed?
• What recent work, service, or accessories have been added to the vehicle?
• What other recent changes or experiences have you had with the vehicle?
• What other systems seem to be operating improperly?

Although problems may seem unrelated initially, when multiple systems fail at the same time, the issues are frequently related. Open-ended questions can provide valuable information to the technician who is performing the diagnosis.