Justifying nine-hour labour charge on Mercedes A-Class
Upon discovering the engine must be removed to replace the vibration damper on a Mercedes A-Class (Type 169), a workshop needed evidence to justify a nine-hour labour charge – step forward ALLDATA Repair and its Labour Times feature
A customer drove their vehicle into an independent workshop recently, concerned about a squeaking noise coming from the engine. This noise began as the engine warmed up and changed with engine speed.
The technician took it for a test drive and quickly confirmed the noise was emanating from the serpentine belt area. Based on years of experience, he suspected the tensioning device – a common issue in these vehicles. Using his ALLDATA Repair subscription, he read the OEM repair instructions and labour times – but discovered something crucial: to replace the tensioning device, the engine needed to be lowered with the front axle carrier.
Without this information, the workshop would have been unable to quote for the job accurately – either risking undercharging or an incomplete repair.
Unexpected problems arise
However, while replacing the tensioning device made the noise quieter, it didn’t disappear. The customer returned to the workshop the following day, frustrated that the problem remained. Undeterred, a team of technicians dug deeper to conclude that it was the vibration damper bolt causing the noise.
Attempting to remove it, though, they soon realised the vibration damper screw was too long and too wide in diameter – hitting the support, preventing removal.
ALLDATA Repair comes to workshop’s aid
Returning to ALLDATA Repair once more, to check the correct procedure, it revealed that nine hours of labour time was required to completely remove the engine and replace the vibration damper. Solution found.
Without the support and evidence of genuine OEM repair, diagnostic and maintenance data and OEM-sourced labour times, as illustrated in this real-life example, it is nigh-on impossible to quote accurately, justify repair times and labour costs to customers, and prevent undercharging and lost profitability.
When the customer received proof – OEM instructions and labour time – it validated the workshop’s quote. Vitally, the customer understood and agreed to the work being carried out. Ultimately, the customer’s car was repaired, the workshop’s reputation was bolstered and the relationship between both parties was solidified.