Is the Customer Always Right? Maintain profitability with OEM information at your fingertips!
and Jeff Webster, Technical Editor
Ever wonder how to repair warped or wavy door
The devil is in the details, and in the collision business, it’s
often the little things that can chip away at profitability.
Say you complete a repair and send the vehicle off with its happy
owner – case closed, right? Not when you see the vehicle pulling
into your shop a few days later and the driver is no longer
When the customer insists you didn’t finish the job, you may
picture your profits dwindling. Upon inspection, you observe that
the wheelhouse liner seems to be pulling away from the wheelhouse
panel. You are fairly certain it is not your responsibility, but
without evidence, you may agree to spend the time fixing it.
But wait! If you have access to OEM repair information and
manufacturers’ technical service bulletins (TSBs), you may not be
on the hook for the repair. And, in fact, you can turn the
situation into a customer relations success story. TSBs describe
pre-existing conditions along with detailed repair procedures.
Always check for TSBs first. Your customers will appreciate that
you perform repairs to OEM current standards.
In the example below, a TSB was issued by General Motors® to
correct a known situation with the wheel linings on certain GM
NOTE: Always refer to ALLDATA® Collision℠ S3500
for safety procedures, identification of material types,
recommended refinish materials, removal and installation
procedures. Always refer to the manufacturer for questions
relating to applicable or non-applicable warranty repair
information. Procedures and diagrams are shown as examples only
and, for the purpose of this article, may be simplified for
clarity. Complete procedures may not be included.
Front/Rear Fender Liners Warped/Wavy
Subject: Front and/or Rear Wheelhouse Panel
Liner Wavy or Warped (Apply Heat and Reform Wheelhouse Panel
DO THIS: Heat and reform the wheelhouse panel
liner. DON’T DO THIS: Do not replace the wheelhouse
Some customers may comment that the front or the rear wheelhouse
panel liner is warped or wavy (Figure 1).
Heat and reform the wheelhouse panel liner.
Remove the lower wheelhouse panel liner fasteners.
Lift the wheelhouse panel liner away from the fender. With a
heat gun, apply heat to the area that is warped or wavy
Twist the liner back toward the fender while applying heat.
It may take a couple of attempts to work out the warp or waviness
in the area (Figure 3).
Reinstall the wheelhouse panel liner and fasteners. Tighten
the fasteners to 2 Nm (18 lb in).
NOTE: These repair/service procedures are
excerpted from information published by the vehicle manufacturer,
and intended for the purpose of promoting OE collision repair
information to trained, professional technicians with the
knowledge, tools and equipment to do the job properly and safely.
Before attempting any repairs described, refer to the complete
article in ALLDATA Collision S3500. It is recommended that these
procedures not be performed by “do-it-yourselfers.”
Karl Kirschenman, ALLDATA Collision Product Manager, holds a
Bachelor’s Degree in Communication. He has over 10 years of
experience in the collision industry.