Broomfield, Colo. -- Advancements in vehicle technology are forcing independent repairers to equip themselves with a wide range of scan tools and service information if they wish to accurately diagnose and repair customers' vehicles.
Andy Eberstadt, owner of 5th Gear Automotive Service Inc., said he tries not to think about how much money he has invested in OEM and aftermarket scan tools over the years but that he can justify the expense because of the diversity of his customers' vehicles and adequate volume of ROs.
"Having the OEM scan tools makes an amazing difference," Eberstadt said. "I try to justify which scan tools to have by the types of cars coming in."
Many times, aftermarket scan tools get you going in the right direction, he said, adding that other methods of retrieving information are often necessary, especially for various control modules. That usually leads to buying a subscription to an automaker's service information Web site or buying the OEM scan tool, he said.
The laundry list of important scan tools and software that Eberstadt has equipped his shop with include Ford IDS laptop software, Chrysler DRB III, GM Tech II, Bosch Mastertech, Prog Rama's PC Retriever, Snap-on Modis, Launch X431, RossTech VAG tool, and the Ease Diagnostics J2534 Universal Reprogrammer that allows him to reflash modules for GM, Ford, Chrysler, and Toyota.
"When I started my business, I just specialized in imports," Eberstadt said, reflecting on his shop's start in 1981 in Northglenn at the time. "But you have to work on other makes and models to make it." Oftentimes, family members have other domestic makes they want you to work on, he pointed out.
In addition to scan tools, he said he equips the shop with many specialty hand tools for specific jobs. For example, he said, he purchased a special, timing-belt tool from Assenmacher Specialty Tools in Boulder to perform jobs on Audis.
Many aftermarket data providers and Web sites are also vital sources of information, he said.
Aftermarket service information providers, such as All Data, Mitchell, Identifix, and networking on iATN, aid in troubleshooting, Eberstadt said, adding that many times he looks for technical service bulletins (TSBs) associated with the specific trouble code.
Having the right scan tool to hook up to the vehicle is just half the battle, he said, adding that retrieving data to replicate the drivability problem is the other half.
Situated just off busy U.S. Highway 36, Eberstadt said it difficult to road test a vehicle while looking at a scan tool and safely navigate through traffic. To solve that problem, he said he recently purchased a used dynamometer.
The dyno will allow Eberstadt and his three technicians the ability to safely replicate driving conditions in the shop, eliminating the need for road-tests. In addition to more sophisticated drivability diagnoses, the soon-to-be installed dyno will allow the shop to conduct performance work, an area that he said he'd like to expand into.
Working alongside Eberstadt are his son, Tris Greco, who performs tire work and oil changes part time; Fred Molaskey, who handles most European vehicles; Danny Williams, who performs general repair; and Ken Boldt, also a general repair and service technician.
Manager Troy Payne conducts most of the service writing and said he prides himself on fixing customers vehicles in cost-effective ways, which fosters loyalty. Payne said he feels confident in selling most jobs because his capable crew does the job right.
"If you really want to help a customer fix the problem, they'll come back," he said, pointing to a recent transmission problem on a 2000 Mercury Mystique to illustrate his point.
Payne said the Mercury's owner came to the shop recently, claiming that he needed a new transmission, which after further diagnosis turned out to be an $80 range sensor. The price of the sensor, coupled with a modest diagnostic fee, helped get the customer on his way at much less than the cost of a new transmission, he said.
On this particular job, he said, they didn't charge the customer the full amount of diagnostic time involved, which was made back shortly thereafter on a 1999 Mercury Cougar with the exact same problem, which was repaired in a fraction of the time as the first.
In addition to having a solid reputation for quality repairs, Eberstadt said his status as a NAPA AutoCare Center, AAA-approved shop, authorized Bosch Service Center, and an Automotive Service Association of Colorado member help to draw new customers.
Most jobs couldn't be completed on time without the aid of key aftermarket parts suppliers, such as Import Car Parts, WorldPac, NAPA, Factory Motor Parts, and U.S. AutoForce, he said. In jobs that dealer parts are preferred, he said he mainly buys from O'Meara Ford, Burt Toyota, Tynan's Nissan Volkswagen Isuzu, and Pro Chrysler Jeep.
Although proper diagnosis and using the right parts adds up for solid repairs, Payne said the economy is affecting how customers react to service recommendations.
"People are taking longer to make major decisions," he said. "But they also are telling me they want to keep their car longer and make it last a few more years."
