The benefits and drawbacks of on-the-road vehicle diagnosis

Dec. 3, 2014
New diagnostic functionality allows your shop to obtain customer information remotely. But what if that information is given directly to the consumer?

We've heard recently of scan tool manufacturers introducing the newest diagnostic technology to market: a device that connects to a customers vehicle, and relays vehicle performance and maintenance issues back to the shop. The technician then has the opportunity to reach out to the customer and alert them of these potential issues. Or, if a customer knows something's up (e.g. a 'check engine' light comes on), he or she can reach out to the shop and they can provide a quick synopsis of what's going on. Launch Tech and Bosch/OTC have new devices on the market. In fact, Launch's GOLO recently took home a 2014 PTEN Innovation Award in the Scan Tools category for their product. 

This new technology is another step in the direction of connected cars with the use of integrated technology and on-demand information. If I don't have time to go into the shop right away, I can at least reach out to my repair shop and see if it's something that requires immediate attention. This method still keeps the shop directly involved with the vehicle diagnoses, from the ground level. It also encourages comebacks, because that customer already has an established relationship with your shop. 

I recently came across a tool that takes this a step further: a device that connects to the OBDII port, and gives the consumer direct access to issues and diagnosis with a vehicle, via his or her smartphone. 

"Similar to a wearable fitness device, but specifically for your car’s health, the Mechanic Advisor Connection Key plugs into your automobile’s On-Board Diagnostics (OBD) port, a standard port that provides real-time vehicle data and diagnostic codes. These codes are traditionally understood only by dealers and mechanics, but with the Connection Key in place, they are translated into plain English for those who aren’t mechanically savvy, educating the consumer about their vehicle and empowering them to seek out repairs." 

(Access the full article here.)

I might attribute something like a self-diagnosis of WebMD. Most non-technical consumers aren't very savvy when it comes to determining a squeak, wobble or shimmy on their vehicle. And you'll have some consumers that may stop into an auto parts store and use their code reader. But what about giving this information directly to the consumer? 

Are we headed in the right direction with giving consumers access to this type of information, before they enter your shop? Or is it better to start from scratch and diagnose a vehicle as soon as the customer sees a "check engine" light? 

I welcome your thoughts and comments. 

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