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
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
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
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
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
6. Unbolt the 4 nuts that hold the spoiler to the back door
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
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
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
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
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