Service Standards

How Does PDR Know What to Recommend?

When you drop your vehicle off at PDR in Urbana, they don't just poke around under your hood looking for stuff to do. PDR professionals have lists and procedures they follow for different types of service. First of all, your Urbana service center will note the mileage on your vehicle. They'll then check to see what inspections and services the vehicle manufacturer recommends for a vehicle of your make, model and mileage. If you are a regular customer, they will also check your vehicle's history.

If the vehicle manufacturer's recommendations go beyond the services you've ordered, they'll let you know. They'll also indicate whether those services are urgent or if you can wait a while to take care of them. The PDR pros won't do work that you don't agree to.

They will, however, perform inspections while they're servicing your vehicle. They'll check belts, filters and fluids. They'll check your windshield wipers for wear. They'll let you know if there's an urgent problem that needs taken care of, and they'll give you a heads-up about problems that might be developing. If repairs or services are in order, you are given options based on driving needs and budget.

You can think of it like a trip to the dentist for a check-up. The dentist will check if you've had x-rays recently. If not, he'll get your permission to take new ones. Then the hygienist will clean your teeth and check your gums. At the end, the dentist comes in and inspects your teeth. You'll be told if you need any work done, about problems that are developing, and if anything is urgent. You'll be given different care options and recommendations on where to get work done that is beyond your dentist's usual purview. Then you'll be sent to the front desk for appointments and paperwork.

These procedures make sure your teeth are in good working order and that you are apprised of any problems. Then you can make a decision as to what work you want done and when. PDR in Urbana operates the same way. They want Urbana drivers to be able to make informed decisions about their car care.

Preventive auto maintenance is a lot like dental check-ups. Small problems can quickly develop into big ones. A cavity becomes a root canal. A dirty filter becomes engine damage. Skipping check-ups for either your teeth or your vehicle can lead to repairs.

PDR follows industry guidelines. A part is replaced only if it can no longer perform its function, no longer meets its design specifications or is missing – or if you ask for upgraded performance. Your PDR service advisor will recommend a part be replaced if it is showing signs that it will soon fail.

Dentists often offer services that go beyond routine care, such as teeth whitening. Service centers also offer Urbana drivers help with upgrades to a vehicle. They'll know what parts are needed and how to perform the work so that safety and performance aren't compromised. You can rely on the pros at PDR for good auto advice.

The next time you're headed to the dentist's office, think about the vehicle you're riding in. Is it time for it to get a check-up, too?

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

Speak Up: Talking with Your PDR Service Advisor

About 80% of the vehicles on Urbana roads today are behind on their preventive maintenance schedules. That translates to about 160 million vehicles in the United States that aren't performing as well as they could be - thousands right here in Illinois. Some of the maintenance issues are minor. Others represent serious safety concerns.

There are many reasons Urbana drivers neglect their routine car care. Some of the more common ones are complacency, lack of confidence, lack of trust and budget issues.

Modern vehicles are amazingly reliable compared to their older counterparts. They can run for years without any repairs, and we sometimes translate that to mean they don't need any maintenance. The trouble is that without maintenance, parts in the vehicle are gradually wearing out, fluids are getting dirty, oil is developing sludge — a lot of stuff is happening that we can't see, and it is destroying the vehicle. The first time we learn there is a problem, we have a major repair bill on our hands.

Older vehicles just couldn't keep going without frequent maintenance; they broke down without timely vehicle care. Modern vehicles are designed to keep running even when they're not fully healthy. Unfortunately, that convenience has led some of us to become complacent and ignore vehicle care — until we have to fix something. And fixing something today takes a whole lot more than it used to.

Some people in Urbana just don't feel comfortable taking their vehicles to their local Urbana service center. They don't know much about engines or auto mechanics, so they don't know what questions to ask. They don't want to appear foolish or ignorant.

Your physician doesn't expect you to understand what a ligament is or how it works. But if you have a problem with one, she's going to explain to you what it is, what's wrong with it and how it can be fixed. It's in her best interest as well as yours to do so. You'll both feel more comfortable with the treatment.

That's what you can expect from the pros at PDR. They have to be highly trained and work with a lot of complex, high-tech systems. They don't expect their Urbana customers to understand car care. So ask questions. You need auto advice from a service specialist, just as you need medical advice from a doctor and financial advice from a financial advisor.

Which brings us to the next concern: trust. A lot of rumors fly around Urbana about auto repair scams. You may have heard about some local auto shops taking advantage of customers and replacing parts that weren't broken. Frankly, this is just bad business practice. Urbana auto service centers won't stay in business long if they're engaged in this type of activity.

It's in the best interest of Urbana service centers to diagnose a problem correctly and fix it right the first time. That's how they keep their businesses open.

Trust must be earned. But just as it took time for you to establish a relationship and rapport with your doctor, it will take time to build a relationship with your service center.

Also, realize that when your friendly and knowledgeable service advisor at PDR recommends routine maintenance, he is generally relying on your vehicle manufacturer’s recommendations. In other words, your trust lies both with your service advisor and your vehicle manufacturer. You'll find that most of the service recommendations from PDR you receive coincide with what's in your manual.

Those recommendations were set up by the engineers who designed your vehicle, not PDR. The team at PDR is just offering you a friendly reminder — a helpful reminder really, since most of us don't post our owner's manuals to our calendars.

Money is behind most neglect of vehicle maintenance. First, they worry that they can't afford it. Second, they worry that they're being overcharged.

The simple truth is, car care is like health care. We can't afford not to have it. Preventive maintenance is cheap compared to repair work. It extends the lives of our vehicles and saves us money on fuel. It also makes our vehicles safer to drive, which can prevent accidents. Putting off preventive maintenance can be very expensive.

Urbana area service centers have to be competitive. Like any business, they can't afford to overcharge customers or they go out of business. But vehicle care today does cost more in Illinois than it used to. Vehicles are more sophisticated, complex and high-tech. That means technicians have to be better trained. They have to purchase high-tech diagnostic equipment and tools. They have to keep up with the latest advances in vehicle engineering and subscribe to computer databases. Like any business, they also have labor costs, insurance, rent, utilities, taxes, office supplies, etc.

If you are strapped for cash, PDR can offer auto advice to help you keep your car running safely and manage your budget. For example, let's say you need new brake pads, transmission service and a new cabin air filter. A technician can't ethically recommend you delay brake service: that creates a safety hazard for you and other Urbana drivers. You need to get that done now. But they can let you know if the transmission service can wait a month and how long you can put off changing the cabin air filter. They can also estimate what these services will cost. That gives you the time and information you need to save up for the other services.

The key to modern car care is preventive maintenance. Our modern vehicles are safer, more fuel efficient and more reliable than ever before. But to keep them that way Urbana drivers have to be more proactive about caring for them. It's good to know there are knowledgeable professionals at PDR who can help us do just that.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

Arrive Alive in Urbana

We've all seen drivers do crazy things while driving to or from Urbana. 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. It's a wonder we even dare drive on Illinois roads.

The truth is that all of us are distracted when we drive. Unfortunately, traffic, road construction and other external factors are beyond our control. The distractions inside our car, however, 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 Urbana.

  • Urbana drivers who are 16 to 20 years old tend to be more distracted by the radio, CD or MP3 player.
  • Urbana drivers who are 20 to 29 are more distracted by passengers in the car, including small children.
  • 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. It is always better to pull over and take a quick nap than risk falling asleep at the wheel. Urbana drivers are also distracted by thinking about relationships, family issues, money and bills. So what can Urbana drivers do to manage these distractions? Well, the first thing is to eliminate as many as we can.

If you really think you have to shave, change your clothes or put on make-up while driving in Urbana – you're wrong. Just start getting ready earlier so you have enough time to finish those things before you drive around Urbana.

The professional here at PDR wand you to remember that 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 in Urbana.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

What Urbana Customers like About Us at PDR

A big part of the service we provide at PDR for our Urbana customers is education. We want you to feel confident with your service decisions.

And we're always open to questions from our valued Urbana area customers. Even though we try to be proactive in our PDR automotive education, we sometimes get busy fixing vehicles and need a reminder. Please, just ask.

We've found our Urbana customers like the service reminders. They've grown to trust that our recommendations are based on the vehicle manufactures’ published maintenance schedules and that PDR is not just pulling them out of the air.

We know that people in Urbana live a busy life with a lot more to think about than wondering if it's time to replace the PCV valve on their vehicle. Part of our PDR service process is checking the vehicle manufacture's schedule to make sure we don't overlook service.

We hope Illinois drivers appreciate their courtesy inspection when they come into our Urbana facility for service. If we find something unexpected, it's good to know, and if we don't find anything wrong, you get a little peace of mind.

You know, customer satisfaction is very important to us at PDR. We want to run a professional and friendly Urbana automotive service operation. If we do, you'll keep coming back and recommend us to your friends.

Give us a call at 217-367-9481.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

What You Need to Know from Your PDR Service Advisor

Urbana drivers may feel intimidated when they take their vehicles to a service center. They have questions but aren't sure how to ask. They don't want to feel embarrassed about their lack of knowledge. They don't want to make the service technician feel that they don't trust him.

If your service advisor at PDR uses a term you don't understand, just ask him to explain. Remember, they are the auto service experts. If they came to your place of work, they probably wouldn't understand the jargon, either. When you take your vehicle in to be serviced, make sure you understand the financial issues up front. Ask about payment policies, warranties and, of course, the cost of the work being done.

It helps to understand basic services your vehicle needs. Know the difference between a quick check-up and a thorough inspection, which you are getting and which you are asking for. Understand that diagnosing a problem takes time, and time isn't free. If you have concerns about cost, negotiate your limits before service is done. Don't be afraid to ask your service advisor for auto advice on how to keep your vehicle on the road within your budget. He can help you prioritize your vehicle's needs. Some repairs are for the safety and future health of your vehicle. Others can wait. Your PDR service advisor can help you set up a plan to get all the work done as you can afford it.

It may be tempting for Urbana drivers to save money with budget parts. Your service advisor can help you to sort through the options to work within your budget. High-quality parts are always preferable for any auto repair. Your service advisor will make sure the parts used won't compromise the safety of your vehicle.

Don't leave your Urbana service center without your paperwork, either. Ask about warranties for parts and labor. You may need these for claims or if there is a problem in the future. Get detailed explanations of the work done on your vehicle. These records will help you keep track of repairs, service and warranties.

Those records may also help close a deal when it comes time to sell your vehicle. After all, the biggest concern most people in Urbana have when buying a used vehicle is that they are inheriting someone else's problems.

Records of repairs and service are a good picture of your vehicle's condition and performance and what problems a new owner can expect. People are always happier to purchase a vehicle they know has been well-maintained. Whenever we climb into a vehicle, we are entrusting our health and safety to it. Perhaps it's time to take our vehicles' health a little more seriously. Open up; ask and learn.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

Service Center Standard and Procedures

All Illinois 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 steps. It is also how they can assure a predictable outcome.

That is why Urbana automotive service centers including PDR have procedural standards for each service they perform. PDR technicians are trained step by step. And they perform the procedures step by step, the same way each time. By training to procedural standards, Illinois service centers can assure a quality outcome. The job is done right every time and Urbana customers leave happy with how their vehicle performs.

Each company trains its technicians to standards. The Illinois automotive industry as a whole is very committed to standards of excellence and encourages individual Illinois service center operators to apply them to every vehicle they service.

An example is how PDR grades problems and communicates their recommendations. If your service advisor 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

They 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 manufacturer
Based on the technician's informed experience

Here are some examples:

An exhaust pipe has rusted through and is leaking. Replacement is recommended 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 may suggest replacement of the shocks to satisfy the customer's wishes.

Under these guidelines the Urbana car repair shop 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 Urbana 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 Illinois automotive service industry and PDR want the best for you and for you to keep coming back.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

What Urbana Automotive Service Consumers Should Know

There are some things drivers should know about Urbana car service and repair. First and foremost, PDR cares about you and your family's safety. And we really appreciate your business. PDR in Urbana wants to build a trusting relationship that becomes the foundation for a mutually beneficial experience for years to come.

Building on that foundation, there are some things that would help you understand the auto service and repair business better. First, it can be really hard to fix vehicles. The days of shade tree mechanics are long gone. The majority of automotive systems are computerized. It takes a lot of training and very expensive equipment to diagnose and repair modern vehicles. The pros who work for PDR need extensive computer training – not just how to run the diagnostic systems, but also searching for the right parts, networking with other technicians to help them with a difficult problem and pulling together a job order that makes sure that each step of the process is addressed.

The threshold for getting started as a technician gets higher all the time in Illinois, and there is a huge commitment to on-going training every year. This training takes time and money. It contributes to business overhead. Average consumers in Urbana may not realize the business and environmental regulations PDR must comply with. Of course that costs money, too. Like any Illinois business, overhead is a big factor.

When you go into your favorite Urbana area restaurant, you don't value the meal by what the food would cost at the grocery store. The restaurant has rent, wages, insurance, taxes, utilities, professional fees, equipment, supplies – you get the picture. The restaurant has to charge enough to not only pay for the ingredients, but for all these other things as well while making enough profit to remain in business. If you value the meal and are satisfied with your dining experience, you'll come back and tell your friends.

It's the same for PDR. The value of its service is not the cost of the parts they replace, but in your satisfaction with the results. If they deliver a good product at a fair price, customers are happy to see them succeed as a Illinois automotive business.

Contact PDR to learn more about our extensive auto service training.
You can find us at:
PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
pdr.autovideotipsblog.com

At PDR, we love to see our Urbana customers whenever they come in, but we would much rather see them three or four times a year for routine maintenance than once a year on a tow truck. We want to work together with you to avoid breakdowns. Tell your friends and family to come in for their scheduled maintenance too. That lowers our marketing costs and helps keep labor rates down. That's good for everyone in Urbana.

On Board Diagnostics for Urbana Motorists

Some Urbana vehicle owners wonder why PDR and other Urbana auto repair shops charge a fee for vehicle diagnostics.

Receiving a diagnostic charge at PDR for a tricky automotive problem shouldn't be a surprise. In the Urbana area, automotive diagnostics can cover quite a range. If you hear a noise in your vehicle brakes when you slow down in rush-hour traffic on a busy Illinois road, you pull off at 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 vehicle engine, however, a PDR diagnosis may be much more involved.

Much of the Urbana driver'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 Illinois drivers that the trouble code tells the PDR technician exactly what's wrong. They wonder why there is a diagnostic charge because the scanner quickly gave the diagnosis.

In reality, it is not that easy and straightforward. 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 vehicle computer's trouble code just tells the PDR 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 malfunction.

There are many problems that could cause a troublesome sensor reading for PDR customers. The service advisor makes a list of the most likely causes and begins tracking down the source of the problem. This takes time.

Urbana service centers subscribe to databases that document possible causes for all the possible trouble codes. The databases outline procedures for confirming a diagnosis and provide the documented repair. These  databases are specific to each vehicle and engine combination.

Some diagnoses are quick and easy. Others are more involved, time-consuming and difficult. Of course PDR wants to figure out what's wrong with your vehicle and get you back on the road as quickly as possible.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

Questions to Ask Your Urbana Service Advisor

We find that a lot of Urbana drivers are a little tentative when they talk with their automotive advisors. They want to ask questions but don't want to be embarrassed or seem pushy. Vehicles are very complicated and there's more to know about them than most of us have the time to learn. Maybe it's because vehicles 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 Urbana 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 Urbana. 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 Urbana 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 Urbana 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 tight, he might be able to find a rebuilt 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.

Give us a call.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com

On Board Diagnostics for Your vehicle

Today we're going to talk about on-board diagnostics and the questions we hear from folks around Urbana, Illinois, who need answers about diagnostic services. They want to know what diagnostics are, what's involved and what the benefits are. They really want to understand the value of diagnostic scans by a trained technician in Urbana.

These are valid concerns. If you don't understand something it's really hard to know its value. Let's start with some history.

Since 1996, all cars and light trucks in Urbana, Illinois, have been required to use a standardized diagnostic system to help repair technicians determine what's wrong with your vehicle. The diagnostic system works with the vehicle's Engine Control Module – the computer that controls many engine functions.

The computer monitors dozens of components and processes. Depending on what the sensors read, the computer will make adjustments to compensate for conditions and minor problems. When there is a condition that it can't adjust for, the computer will turn on the Check Engine light.

It is also called the 'service engine soon' light on some vehicles. The warning light signals you to get into your local service center so that the trouble code can be read and the problem can be fixed. Your service center will have a scan tool and powerful software that will help the technician diagnose the problem.

If you've searched for Check Engine light on the internet, you may have seen that you can buy an inexpensive scanner or go to an auto parts store to have the trouble code read to tell you exactly what's wrong.

That's a common myth. The code itself doesn't tell you what's broken. It starts you looking in the right place. It tells you what engine parameter is out of range – but it won't tell you what's wrong or how to fix it.

Let's say you think your daughter has a fever. You take her temperature and it reads 102 degrees F/38.9 degrees C. You've confirmed a fever, but you don't know what's causing it. Is it a 24 hour flu, an infection, appendicitis or leukemia? A fever is a symptom of all of these medical problems, but it takes a skilled physician's examination and additional diagnostic tests to find out what is actually causing the fever.

An example of a trouble code could be: P0133, which reads 'Bank 1 sensor 1 circuit slow response.' This means that the front oxygen sensor has a slow response time to changes in the air-fuel mix. If that's all you knew about cars, you would think your oxygen sensor was broken and would replace it. Now, it could be the oxygen sensor – but it could also be a bad or contaminated airflow sensor, exhaust leak, electrical problem, an intake manifold leak or any of a number of other things.

You can imagine a lot of oxygen sensors have been replaced because of that code. So the on-board diagnostics point the way to where the trouble lies, but it takes some skill and high-tech equipment to actually pinpoint the problem. The cheap scan tools that a consumer can buy do not have the ability to retrieve some of the operating history that's stored in the engine control computer. That history's very helpful in diagnosing the problem. Service centers like PDR invest a lot of money in high-end diagnostic tools to help solve the mystery and get you back on the road as soon as possible without replacing a lot of parts that don't need replacing.

So, on-board diagnostics provide a powerful starting place for a highly-trained, well-equipped technician to get to the bottom of your problem. When your Check Engine light comes on, get it checked at PDR. If the light burns steadily – don't panic. Get in to PDR soon to have the engine scanned. A flashing Check Engine light means that there is a severe engine problem. Get in as soon as you can – waiting too long can lead to very expensive damage.

And try to not drive at high speed or tow or haul heavy loads with a flashing Check Engine light.

Make an appointment with PDR to have your on board diagnostics analyzed.

PDR
1008 N. Cunningham Avenue
Urbana, Illinois 61802
217-367-9481
http://www.pdrauto.com