I am sure that most of us who have stood behind the counter in an automotive repair shop anywhere in
the U.S. have had the discomfort of helping a customer who is returning with a warranty issue. I am not talking
about the guy who pulls out of our shop after we have done his brakes only to return 10 minutes later complaining
that his car is running rough and that he didn’t have a problem until we touched his brakes. I’m talking about that
customer who had a water pump installed six months ago or that woman in a minivan who had us install a hub
bearing.