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Question about what my lead tech said about diag time, 2 hours on a car and we ate the cost
So last Tuesday we had a 2013 Malibu come in with a misfire and a CEL. Customer already threw plugs and coils at it in his driveway. Lead tech spent about 2 hours with the scan tool and a test light before he found a chafed wire in the harness. Shop billed 1 hour diag and ate the rest.
Walking to the bay he told me flat out, we dont sell hours, we sell trust. Said hed rather lose 60 bucks on diag than have that guy tell ten people we nickel and dime. Man that caught me sideways because Ive always been the guy trying to book every tenth of an hour.
Anybody here actually track how much diag time they give away and whether it comes back to you? Because I cant tell if hes right or if we are just working for free.
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