Option 2: Partially rebuild the old engine. This option was a little cheaper;
however, I had some legitimate concerns. For instance, if we rebuilt the lower
half of the engine (crankshaft, piston rings, bearings, and so on), we would still
have a problem with the top end. By restoring the compression to the bottom end
and not doing anything to the top, we would still end up with loss of
compression because the top end had sustained the same wear as the bottom.
Taking into consideration that the customer wanted to keep the car for some
time, this option was a no-go.
Option 3: Install a “new rebuilt” engine. Too costly. Period.
Option 4: Install a used engine. This option was the ticket for her.
Now my challenge as her service adviser was to find an engine that had
middle to low mileage, was in good shape mechanically, didn’t smoke, use oil,
knock, tap, or have any other problem that could or would leave her stranded
(and cost a lot of bucks down the road). And it had to fall within her budget!
I found such an engine and got the job done within her price range. The car
ran for a long time after the repair and she was a happy customer. The solution to
her problem was a result of communication. An assessment of her needs and
what she could afford helped me determine the best fix for her car. The perfect
solution mechanically is not always the best solution for the customer. Each
situation is different. Various factors come in to play when deciding the direction
to go for some car repairs.
Example 2
Let’s say that the brakes on your car are bad. You need both front and rear
brakes, and the hydraulics have worn out as well (the rubber seals within the
system). Your service adviser suggests that you replace the master cylinder with
a new one because the old one is showing signs of seepage. Based on his
experience, when hydraulic systems are refurbished without replacing the
master, the original master usually goes bad shortly after the brake job. You have
enough money to fix the brakes, but not enough to install a new master cylinder.
He tells you that he cannot guarantee the job without replacing the master with a
new one. Is there any option? The service adviser could consider replacing the
master with a good quality rebuilt (less money), rather than insisting that a new
master must be installed.