As I drove my car to the dealership for service, I saw my role very clearly: I was only a data taker or data observer and simply responding to a dashboard display that read ”Service Engine Soon.”
My job was done quickly. I signed for a loaner car and drove home.
THE NEXT DAY
A day later, and notwithstanding a smooth-running, vibration-free, 6-cylinder fun-to-drive turbodiesel, I found myself shelling out $185 for an analysis that informed me of a faulty injector in cylinder #2 of my 2011 automobile.
I was promptly advised that a new injector would cost just a bit over $2,000, which included labor and the 6-oz. bottle of water I had consumed while waiting.
MY PROBLEM WAS TWO-FOLD
As a point of reference, during a previous visit to the dealership for service (at 48,000 miles), the injectors in cylinders #2 and #5 of my vehicle had been replaced under warranty, as had the twin turbo.
During this latest visit, however, I was surprised to learn that parts replaced under warranty are not covered by a customary 2-yr. warranty, but for only as long as the original vehicle warranty remains in force.
Service-center personnel seemed to believe that I was experiencing the “Random Failure Coincidence” of a not-quite-18-month-old injector (which, by the way, had only logged a scant 4,500 driven miles since it was installed).
Such a coincidence, I opined, was about as likely as a meteorite striking the neighbor’s cat as the cat delivers a registered letter to my doorstep.
At that point, I smiled, so as not to aggravate my problem.
THE MESSAGE IS THREE-FOLD
1. Repeat failures either happen because the root cause has not been discovered,
OR
2. Someone knows exactly why your repeat failures occur, but they refuse to talk.
3. Don’t accept unreasonable opinions. Make it a practice to act on facts.
BOTTOM LINE
As for how this incident panned out, let’s just say that standing up for principles still seems to count for something these days. If you are interested in the rest of the story, please email me directly.TRR
ABOUT THE AUTHOR
Heinz Bloch’s long professional career included assignments as Exxon Chemical’s Regional Machinery Specialist for the United States. A recognized subject-matter-expert on plant equipment and failure avoidance, he is the author of numerous books and articles, and continues to present at technical conferences around the world. Bloch holds B.S. and M.S. degrees in Mechanical Engineering and is an ASME Life Fellow. These days, he’s based near Houston, TX. Email him directly at [email protected].
Tags: failure modes, asset management, reliability, maintenance, professional development
