Your customer was thrilled with the way you repaired her vehicle as good as new. As she drove off, you knew she would be recommending your business to her friends and family. So, why is she now walking back into your shop looking less than happy?
Unless you have been extremely lucky, you may have experienced this all-too-familiar scenario. In this example, the customer is complaining that when she opened the lift gate on her SUV, it hit the roof. It must be something you missed, she insists. There goes your vision of her positive testimonial. Not only that, your profit on the original repair is reduced if you agree to fix the problem – and of course you will.
But wait, what if this condition had nothing to do with your repair? If you have access to manufacturers’ collision repair information and factory technical service bulletins (TSBs), you may be off the hook for the cost of the repair, while retaining the customer’s respect.
TSBs describe issues known to exist with certain models, along with detailed instructions for fixing them. Some issues are complex; others are relatively simple. Either way, if the problem was pre-existing and somehow escaped the owner’s attention, the cost of the extra repair is no longer your responsibility. And you may earn kudos for making sure her vehicle is repaired to factory standards.
Here is an excerpt from a TSB issued by Nissan® for a known problem with the rear spoiler on a 2013 Pathfinder®.
2013 Pathfinder: Noise Due to Rear Spoiler Contacting Roof When Opening/Closing Back Door
Applied Vehicle: 2013 Pathfinder (R52)
Applied VIN and Date: Built before 5N1AR2MN(*)DC612047
IF YOU CONFIRM
The leading edge of the Rear Spoiler contacts the trailing edge of the roof when the back door is opened or closed.
Scuff marks are present on the trailing edge of the roof.
Remove the Rear Spoiler and add three foam spacers to the underside of the spoiler leading edge to provide additional clearance to the trailing edge of the roof when the back door is opened.
Refer to the Service Procedure to remove the Rear Spoiler and install foam spacers.
IMPORTANT: The purpose of ACTION is to give you a quick idea of the work you will be performing. You MUST closely follow the entire Service Procedure as it contains information that is essential to successfully completing this repair.
Review safety procedures in ALLDATA® Collision S3500SM before beginning. This article may not contain the entire text of the TSB.
1. Place painter’s tape on the roof at gap between the rear spoiler and roof to protect the
paint (Figure 1).
2. Open the back door.
3. Remove the side and top inside finishers to expose the hardware that attaches the spoiler (Figure 2).
4. Remove the screws (2 on each side; 4 total), located under the removed finishers (Figure 3).
5. Using a suitable plastic trim tool, gently remove the spoiler side trim clips on both the LH and RH sides of the spoiler (Figure 4).
6. Unbolt the 4 nuts that hold the spoiler to the back door (Figure 5).
7. Disconnect the washer hose (right side weather pack) and the third brake light harness (Figures 6 & 7). Leave the left side door harness weather pack in place.
8. Close the back door completely (latched).
IMPORTANT: The next step will require two technicians to remove the spoiler (to prevent damage). One to steady the spoiler and the other to lift up to detach the 7 single-use clips.
9. While the second technician holds the spoiler on the right side, push up on the lip of the spoiler on the left side with enough force to detach the single-use clips from the rear door (Figure 8).
NOTE: Use a quick upward motion.
Repeat on the right side of the spoiler as needed.
Place the spoiler upside down on a protected surface to protect the spoiler’s paint from damage.
If needed, use a high quality auto body polish to remove any witness/contact marks from the roof, rear door and rear spoiler.
10. Remove any remaining clips from the rear door with a suitable plastic trim tool – gently so as not to damage the painted surfaces (Figure 9). Ensure the clips or parts of clips do not fall inside the door to prevent rattles.
11. Install 3 foam self-adhesive spacers to the spoiler (Figure 10).
Wipe/clean the spoiler surface with an alcohol wipe from the squeak and rattle kit before installing the foam pads.
Place each foam spacer centered directly in front of the 3 center clip locations (Figure 11).
12. Replace all 7 spoiler clips with new ones listed in Parts Information (Figure 12).
5 grey clips (the center clip and the 2 clips to the right side and 2 to the left side of the center clip).
2 yellow clips (one at either end).
13. Reinstall the spoiler and confirm that all of the clips are aligned and snapped down.
NOTE: Confirm that the harness and washer hose are correctly routed before snapping the clips down.
14. Reinstall the remaining hardware, trim and finishers in reverse order.
15. Confirm the spoiler is not rubbing the roof when opening.
NOTE: This Repair/Service Procedure is excerpted from a Technical Service Bulletin published by the vehicle manufacturer, and is intended for use by trained, professional technicians with the knowledge, tools and equipment to do the job properly and safely. It is recommended that this procedure not be performed by “do-it-yourselfers.”
Nissan and Pathfinder are registered trademark names and model designations of Nissan Motor Co. Ltd. All trademark names and model designations are being used solely for reference and application purposes.