Murray Automotive AutoNet TV
Your Well Trained Technician At Murray Automotive
Posted April 3, 2013 1:57 PM
When your Chevy has a problem, or just needs some routine service, you might get a little nervous. Your car’s so important to your life in Powhatan, you need to back on the road as soon as possible – with the problem fixed right the first time.
If you’ve ever checked into some of the technician training Murray Automotive professionals receive, you may be surprised at how much specialized knowledge and skill goes into diagnosing and repairing a modern car. For example: Today there are four cylinder engines that generate more power than the 1980s-era V-8’s. I mean a new V-6 Toyota Camry could beat Sonny Crocket’s Ferrari in a race to sixty.
Our engines are more and more powerful and at the same time their fuel economy keeps inching up – even with steep Powhatan gas prices. They are also amazingly reliable: Kudos to the automotive engineers at the leading car makers. But the advances come at the price of simplicity. The modern cars Powhatan auto owners drive around Virginia interstates are so much more complex from a mechanical standpoint that it makes your head spin – not to mention the electronics.
Some Chevys have several networked computers controlling most of the engine functions and many other vehicle operations as well. Powhatan motorists take all of this sophistication for granted – but somebody has to fix it when it breaks. It’s a real challenge for Powhatan Murray Automotive technicians to keep up, but we work hard to stay ahead of the technology. It requires a high level of commitment on the part of the technicians and the Powhatan service centers as well.
Murray Automotive technicians receive training through a combination of formal classroom training, training provided at Murray Automotive by parts and equipment manufacturers, on-line courses and home study courses.
In addition to the expensive training, there’s the financial commitment for Murray Automotive to purchase the diagnostic and repair tools.
There are many independent certifications available at Murray Automotive all the way up to Master Technician. The ability to repair your Chevy requires a strong combination of training and resources. No one can know everything, so Powhatan auto service centers subscribe to data services, technical libraries and even on-line communities that can help them when they run into a difficult problem.
It’s like those medical diagnosis shows on TV. Here are the symptoms – what’s the diagnosis and treatment? Diagnosis is every bit as much an art as a science. At Murray Automotive, we want everything to be simple, straightforward and inexpensive – but sometimes it just isn’t.
The next time you bring us your Chevy, don't worry. You’re in good hands at Murray Automotive.
Posted in the Service Standards category
Ethics of Automotive Repair in Powhatan
Posted September 11, 2012 11:29 AM
We're going to be talking about the ethics of automotive repair. It seems like news outlets really like hit-and-run reporting; they hit everyone from groceries stores to retail to physicians. And the Powhatan automotive service and repair industry hasn't been given a pass either.
Unfortunately, every profession in Powhatan has some bad actors that hurt the reputation of everyone else. On the automotive side, industry associations and professional licensing organizations are very committed to high ethical standards.
Yet some people remain uncomfortable with Powhatan automotive service and repair. It may start with the fact that our vehicles are a big investment and we rely on them for so much in our lives. That alone guarantees our attention. And how well we understand the recommendations really impacts our comfort level.
If we understand what's recommended and the benefits of taking care of the work – and the pitfalls of putting it off – we'll have more trust in the recommendation. So communication is key. It's like going to the doctor; If she's using medical jargon and takes a lot of basic medical knowledge for granted, we have a hard time following her train of thought. It can be like that with your Powhatan service advisor too. He's so familiar with all things automotive, he may forget you don't know a PCV from an EGT.
If you don't understand what your doctor's talking about: ask some questions. If you don't understand what your Powhatan automotive advisor's talking about: ask some questions.
Let's go back to those ethical standards; when we hear a repair recommendation, we always ask ourselves, "Is this really necessary?" Well, here's the industry standard:
If a technician tells you that a repair or replacement is required it must meet the following criteria:
- The part no longer performs its intended purpose
- The part does not meet a design specification
- The part is missing
For example, it you take your car in for a grinding noise when you step on the brakes, you may just think you need new brake pads. After the inspection, the technician at Murray Automotive says that you have a cracked rotor and need to replace it.
If you tried to get him to simply put new pads on, he would say that if you didn't want to replace the rotor; Murray Automotive would ethically have to refuse the repair.
To just put pads on a cracked rotor would have been very wrong. The brakes could've failed at anytime and needed to be repaired – not just have a band-aid slapped on them.
Now, looking at something not so serious, the technician may suggest repair or replacement if:
- The part is close to the end of its useful life – just above discard specifications or likely to fail soon
- To address a customer need or request – like for better ride or increased performance
- To comply with maintenance recommended by the vehicle's manufacturer
- Based on the technician's informed experience
Of course, the technician has the burden of making ethical recommendations and properly educating their customers. For the customer, if you are uncomfortable with a recommendation, ask some questions. More information is always a good thing.
Posted in the Service Standards category
Questions To Ask Your Powhatan Service Advisor
Posted July 27, 2012 11:16 AM
We find that a lot of Powhatan service and repair at Murray Automotive are a little tentative when they talk with their automotive advisors. They want to ask questions, but don't want to be embarrassed or to seem pushy. Cars are very complicated and there's more to know about them than most of us have the time to learn. Maybe it's because cars have become so much more reliable that the average person just doesn't need to know as much to keep their vehicle on the road.
You know, your local hospital has a Patient's Bill of Rights that they post throughout the hospital. We think our Powhatan automotive service customers also have a right to ask any question they need to understand what is wrong with their car and what it will take to fix it. They need to feel free to ask the cost and benefits of recommended services. And they certainly have a right to understand the financial end of the transaction.
It's all about the communication. It's a little harder when you're trying to find the right service center in Powhatan. But once you've developed a relationship, the communication should come easier.
What are some of the barriers to communication? Well, let's go back to the medical example. When your doctor's explaining something to you, it's something that she understands very well and is very familiar with. So she may use jargon you don't understand or that you don't have the education and training that's foundational to understanding what she's trying to explain.
So you fall behind and get frustrated.
It can be the same with your Powhatan automotive service advisors. Most of them are very busy trying to service and fix cars to get their customers back on the road. So, just ask when you feel you need more information.
Financial related issues seem to be most frustrating to customers. If you're not sure, ask what the payment policies are. For example, there's a big difference between giving your car a quick once over and doing a thorough inspection. Diagnosing a problem may take quite a while. Make sure you know what's done as a courtesy and what has a fee. Remember, you still have to pay for the office visit even if the doctor says you only have a cold.
Communication is a two way street. If you have some real budget concerns, ask your Powhatan service advisor what he can do. He can give you priorities and options. He can tell you what needs to be taken care of right away for safety or financial reasons. Then you can work out a plan for when to get the rest done. He can also help you with options on the parts. The preference is to always use a high-quality part with a reputation for reliability. But if money is real tight, he might be able to find a rebuilt part or a used part. He should tell you the difference in the guarantee for the part so you can make a good decision.
Ask about warranties for parts and labor. Be sure to get all the paperwork you need to make a possible claim in the future. Your service center and its technicians stand behind their work and want you to understand precisely what that means.
Be sure to ask for and keep a detailed explanation of all the work that's done on your vehicle. These records will help you keep track of service, warranties and document the good care your vehicle has received when the time comes to sell it.
Call Murray Automotive to make an appointment.
1731 Douthit Ct
Powhatan, Virginia 23139
804 378 3374
Posted in the Service Standards category
Service Center Standard and Procedures
Posted July 4, 2012 12:59 PM
All pilots have checklists for every aspect of flying. They always use their checklists even if they only have two steps on them. They do this simply because a checklist is a great way to not forget important steps. It is also how you can assure a predictable outcome.
That is why Richmond and Powhatan automotive service centers have procedural standards for each service they perform. Technicians are trained step by step. And they perform the procedures step by step, the same way each time. By training to procedural standards, centers can assure a quality outcome. The job is done right every time and you are happy with how your car performs.
Each company trains its technicians to standards. The industry as a whole is very committed to standards of excellence and encourages individual service center operators to apply them to every vehicle they service.
An example is how service technicians grade problems and communicate their recommendations. If a technician tells you that a repair or replacement is required it must meet the following criteria:
- The part no longer performs its intended purpose
- The part does not meet a design specification
- The part is missing
The technician may suggest repair or replacement if:
- The part is close to the end of its useful life - just above discard specifications or likely to fail soon
- To address a customer need or request - like for better ride or increased performance
- To comply with maintenance recommended by the vehicle's manufacturer
- Based on the technician's informed experience
Here are some examples:
An exhaust pipe has rusted through and is leaking. Replacement is required because the part has failed. If the pipe were rusted, corroded or weak, but not leaking, the technician may suggest it be replaced because it is near the end of its useful life and replacing it now may be more convenient for the customer.
Suppose a customer wants to improve his car's handling, but his shocks haven't failed. The technician may suggest replacement of the shocks to satisfy the customer's wishes.
Under these guidelines the service center must refuse partial service of a required repair if the repair creates or continues an unsafe condition. Let's say a customer has a cracked brake rotor. This is a dangerous condition that must be repaired. If the customer does not want to replace the rotor, but instead just wants new brake pads installed, the shop must ethically refuse the partial repair. That can be an upsetting conversation, but understanding that service centers operate under service standards and procedures is comforting. You want your service to be done right and to have confidence in your technician's recommendations.
The automotive service industry and Murray Automotive want the best for you and for you to keep coming back. AutoNetTV is committed to providing automotive maintenance information to help you be confident in your service decisions.
Posted in the Service Standards category
Powhatan Customer Detective Work
Posted June 12, 2012 10:48 AM
One might say the most challenging part of being an automotive service technician at Murray Automotive in Powhatan Virginia is diagnosing a problem before it can be fixed.
Cars are made up of a bunch of complex systems. There usually could be a number of reasons for any given symptom. So it's challenging to track down the actual cause of the problem. And it can be frustrating for the vehicle owner because it can take time and money to get to the bottom of a problem. If it's not something obvious, it's easy for the customer to focus on the fixing and not the diagnosing.
Let us introduce you to something we'll call Customer Detective Work – that is helping your Powhatan Virginia technician find clues to what's wrong.
We start with the detective basics: What, Where and When. Play along with me. You come in to Murray Automotive and your car is making a funny sound.
- Q: Where's the sound?
- A: Around the right front wheel.
- Q: What kind of sound?
- A: Kind of a clunk, clunk sound.
- Q: When do you hear the sound?
- A: When I turn and accelerate.
- Q: Right and left? Forwards and back?…
Do you see where we're going? You're gathering additional information to help your Powhatan Virginia technician know where to start. Based on your car and the tech's experience, he'll know where to look and can start with the obvious suspects.
You can see how that would be more helpful than dropping the car off with a note that says "making a funny noise".
When you think you need to bring a vehicle in, make some notes about the problem. Rather than just saying "it's leaking", tell the tech the color of the fluid, and approximately where under the car you see the puddle.
Things like 'the car is stalling or sputtering' are often very hard to diagnose because they're intermittent. They may not happen every time you drive and usually aren't happening when you actually bring the car in. So, it is a big help for you to describe what's happening in as much detail as possible.
Your Powhatan Virginia technician at Murray Automotive will need to be able to duplicate the problem if possible so he needs to know details, like 'it stalls after it's been driven for about 20 minutes and I go over 50 miles an hour'.
If the tech can experience the problem personally, he's better able to make a diagnosis and repair. And, then test to see if the repair solved the problem.
Posted in the Service Standards category
Handling Distractions While Driving Around Richmond
Posted December 28, 2011 1:53 PM
We've all seen people do crazy things while driving to or from Richmond. A guy shaving in the rear-view mirror, a woman applying makeup, people talking on their phones, texting or drinking from an enormous coffee mug. All of these are an accident waiting to happen.
The truth is everyone in Richmond Virginia is distracted when we drive. Traffic, road construction and other things outside the car are beyond our control. But the distractions inside our car are things we can often control.
Here's some things that'll give you more control in your car, and help keep your attention on the roads around Richmond Virginia.
- Drivers who are 16 to 20 years old tend to be more distracted by the radio, CD or MP3 player.
- Drivers who are 20 to 29 are more distracted by passengers in the car, including small children.
- And those over age 65 tend to be more distracted by objects or events that are outside of the vehicle.
Other factors like fatigue, stress and lack of sleep make it harder to pay attention to driving – no matter what age we are. People are also distracted by thinking about relationships, family issues, money and bills. So what can we do to manage these distractions? Well, the first thing is to eliminate as many as we can.
When you get in your car, make sure you're belted in; that the seats, steering wheel and mirrors are adjusted; and your radio or CD player is ready.
Secure any loose objects in the car that can fall on the floor and interfere with your driving.
If you have a drink, make sure it's spill-proof and put in a cup holder. Pets should also be contained.
If you're riding with kids, make sure they're wearing seat belts or secured in safety seats. You may want to give em some distractions to keep them quiet and sitting in their seats. Don't get involved in their arguments while you're driving. Pull over if you need to find a toy or break up a fight.
If you eat while driving, keep it to simple finger foods that aren't messy.
Learning your car's controls before you drive is another way to improve your safety. Know how to work the radio by touch. The same goes for heating and air conditioning controls.
If you have to use a cell phone, a hands-free system is best. But remember, the biggest cell phone distraction isn't the phone itself – it's the conversation. Keep conversations brief and light, or pull over if you can. Your reaction time is much slower when talking and driving, so allow more space between you and the car ahead of you. Know your local laws – it may be illegal to be on the phone or text in the Richmond Virginia area.
And if you really think you have to shave, change your clothes or put on make-up while driving – you're wrong. Just start getting ready earlier so you have enough time to finish those things before you drive into Richmond Virginia.
Murray Automotive
1731 Douthit Ct
Powhatan, Virginia 23139
804 378 3374
Remember, driving is probably the most dangerous thing you'll do all day – so don't make it any worse. Use these tips to keep you and your loved ones safer behind the wheel.
Posted in the Service Standards category
My Dealer In Powhatan Closed: What Do I Do?
Posted September 28, 2011 9:44 AM
New car dealership closings are all over the Powhatan news. Nearly 800 Chrysler dealerships canceled. About 1,100 GM dealers' contracts were not be renewed after October 2010. And record numbers are just shutting down because they aren't selling enough cars and trucks to stay in business.
It's estimated that some 40,000 dealership service bays could be taken out of service in the next year or so.
Of course, this is a tragedy for those who work at our local Powhatan dealerships and the owners that risk losing much of their life's work. Our Powhatan communities will lose some of our best corporate citizens. Think of all the youth sports team, service clubs and Powhatan community events that have been sponsored by our local new car dealers.
One question we hear a lot at Murray Automotive is, 'Who will service my car?' Powhatan folks are concerned that they will not get the care and attention they need. They're wondering where they will find trained technicians in the Powhatan area. Will they be able to get quality replacement parts for their vehicles?
Fortunately, the Powhatan automotive aftermarket is ready to fill the need. As one of over 200,000 independent service and repair facilities in North America, Murray Automotive is here to help. Murray Automotive has been the backbone of the automotive service and repair industry for Powhatan and will continue to provide this vital role.
Murray Automotive has the latest diagnostic and repair equipment, access to parts and repair databases, and a commitment to the highest standards of technician training. The reality is that our independent service center in Powhatan is ready to service all your vehicle's needs – and we always have been. We don't have to 'step up' to the task – we're ready now.
Many consumers in Powhatan have known this about the local Powhatan independent service and repair industry and have used it for all their non-warranty work. And they have enjoyed greater convenience and have saved quite a bit of money along the way: The average independent service and repair center in Powhatan costs 34 percent less than the dealership.
And of course, Murray Automotive has access to the very same replacement parts as your Powhatan dealership as well as a selection of superior parts for greater reliability and enhanced performance. And we can source parts that may help with a tight budget as well.
So in the midst of uncertainty surrounding dealership closings, know you can turn to your local Powhatan independent service center to take care of your family's safety and to keep your vehicles performing well. You'll save some money too. And that's good news in these times.
Murray Automotive
1731 Douthit Ct
Powhatan, Virginia 23139
804 378 3374
Posted in the Service Standards category
On Board Diagnostics For Powhatan Motorists
Posted August 19, 2011 9:22 AM
Some Powhatan motorists are confused by Murray Automotive charges for diagnostic services for a vehicle repair. Many services at Murray Automotive and other Powhatan automotive repair shops include diagnostic fees.
When you take your laptop into a Richmond computer repair shop for a problem you’ll likely have to leave a deposit for diagnostics. When we visit our Richmond doctor for a medical problem, we’re paying him to diagnose our ailment and of course for the tests that go along with it.
So receiving a diagnostic charge at Murray Automotive for a tricky automotive problem shouldn’t be a surprise. In the Richmond area, automotive diagnostics can cover quite a range. If you hear a noise in your Chevy brakes when you slow down in rush-hour traffic on a busy Virginia expressway, you pull off the next off-ramp and take a quick visual check. That is usually enough to know what needs to be done. If you’re having an intermittent problem with your Chevy engine, Murray Automotive diagnosis may be much more involved.
Much of the Richmond public’s confusion comes when the problem involves the check engine light. The check engine light comes on when the engine management computer has sensed a problem.
There’s a common misconception among Richmond, Powhatan, and State Farm drivers that the trouble code tells the Murray Automotive technician exactly what’s wrong. Why then is there a diagnostic charge, the scanner just gave the diagnosis?
Reality is more involved than that. The computer monitors many sensors throughout the vehicle. When one of these sensors has a reading that’s out of parameters, the computer will record a trouble code and turn on the check engine light.
The Chevy computer's trouble code just tells the Murray Automotive technician what engine parameter is out of range – not what’s causing it. The technician needs to determine the underlying problem that’s causing the symptom.
There are many problems that could cause a troublesome sensor reading for Murray Automotive Powhatan customers. The Murray Automotive technician makes a list of the most likely causes and begins tracking down the source of the problem.
Richmond service centers subscribe to databases that document possible causes for a given trouble code. They outline procedures for confirming a diagnosis and provide the documented fix. These databases are specific to each vehicle and engine combination.
Some diagnoses are quick and easy. Others are more involved and difficult. Of course Murray Automotive wants to figure out what’s wrong with your Chevy and get you back on the road as quickly as possible.
Posted in the Service Standards category
