Editor's Note: This article was orginally published May 5, 2017. Some of the information may no longer be relevant, so please use it at your discretion.
Many distributors struggle to sell diagnostic tools successfully, but if you’re not selling diagnostic tools to your customer, someone else is.
Begin with the basics: code readers
For distributors that haven’t had much experience in terms of selling or using diagnostic equipment, code readers are a great place to start.
A basic code reader will provide the user with OBD-II generic information. “This means they are limited to engine or PCM information,” says Michael Flink, national sales manager – commercial, Autel North America. These basic tools allow technicians to quickly read and clear diagnostic trouble codes (DTCs). Most code readers also give a basic definition of the code as well.
There are different tiers to code reader capability, starting with the basic functionality of reading and clearing codes (price range: $39-59). In addition to reading and clearing, upgraded code readers also provide definitions of OBD-II generic codes (price range: $59-79). Additional capabilities for higher-end code readers include pending codes, freeze frame and permanent codes (price range: $59-119). Launch Tech USA’s vice president of diagnostics Harlan Siegel explains that as you add more functions to the tool, “you’re in the code reader category, but you’re in the higher priced category.”
“We call the code reader tools and OBD-II generic tools triage tools, because what they’re best at is a fast reading of (emission-based) diagnostic trouble codes,” says Ed Lipscomb, OTC senior product manager, Global Diagnostics.
Code readers can be used to complete a preliminary analysis of a vehicle that comes into the shop with a “check engine” light. The code reader can give a better indication of what to include on the initial repair order for the customer, says Lipscomb.
These same basic functions are what make this a limited-use tool for complex diagnosis of vehicle issues.
Lipscomb advises that typical code readers do not provide a data stream or allow for bidirectional testing on the vehicle. “For example, if you get a code that says that you have a catalyst inefficiency, can you take a look at the data to see to that that’s in fact true or not? Or, is there something else that’s wrong?”
Lipscomb adds that some code readers are now available that provide OBD-II enhanced coverage as well.
Flink explains that these more robust code readers aren’t like traditional ones. “There are a few manufacturers who make tools that will read and clear codes in some or all modules beyond OBD-II generic and PCM or engine,” says Flink. “These are more expensive then what we typically think of as ‘code readers‘ but still far less than a full enhanced diagnostic tool. They offer a great value as a back-up tool for a tech and are an excellent choice for body shops and used car dealers.”
Launch’s Siegel explains that when full-feature scan tools had a much higher price point, code readers were a more popular option for shops. More recently, pricing has dropped for diagnostic tools with more functionality, creating a shift in demand for different types of scan tools.
“Entry-level products have gone down by the wayside, and people are spending a little bit more money to get more functions,” says Siegel.
OBD-II generic versus enhanced scan tools
In the automotive aftermarket world, there are three types of scan tools available for shops: OBD-II generic, OBD-II enhanced and factory scan tools.
Some shops may need a factory scan tool – which is a tool specifically made by and for the OEM. Every OEM has its own factory scan tool.
Many shops, however, will purchase either an OBD-II generic or enhanced scan tool, because one tool can still complete the functionality a shop is looking for on a wider range of makes and models and at a lower price point than a factory scan tool.
Put simply, the difference between OBD-II generic versus OBD-II enhanced scan tools is that generic scan tools provide only emissions-based information on the vehicle.
“Generic OBD-II is limited to PCM or engine data,” says Launch’s Siegel. He discusses that enhanced scan tools provide additional information on vehicle computer modules. “When you get into enhanced (scan tools), you get into things other than engine, such as transmission, ABS, SRS (airbags), HVAC and more. Some of these cars have north of 75 modules.”
“The more modules and bidirectional testing a tool offers the more successful a tech will be in using it to repair vehicles,” says Autel’s Flink.
OBD-II enhanced scan tools also may have some or all of the same functionalities of an OBD-II generic tool, while also providing access to OEM-specific information.
OTC’s Lipscomb explains that techs may require OBDII generic data in some instance, but will also need OEM enhanced information.
“The largest difference as far as the data that you get, is that the OEM enhanced will include bidirectional tests that the OBDII generic will not,” says Lipscomb.
With bidirectional testing, there are two actions that technicians can perform with an OEM-enhanced scan tool: actuator tests and adjustments.
Bidirectional actuator tests allow the technician to complete an action on the vehicle, via the scan tool. This means turning on headlights or blowing the car horn.
With bidirectional adjustments, or coding, a function or area of the vehicle, according to Lipscomb, “will be different when you disconnect the tool, than when you connected it. You are actually making an adjustment to the car.”
Another function of some enhanced scan tools: reprogramming, also known as J2534 reflashing.
“When you put a new component in, it has to be relearned, and that’s a factory-enhanced function,” says Siegel.
“J2534 programming is an SAE standard that permits the automotive aftermarket to reprogram a vehicle’s computer if the drivability or the problem with the vehicle that you’re trying to fix is specific to the calibration or to the computer program. The only way to fix something if the program goes bad, is to reprogram it,” says Lipscomb. “It’s a standard that allows the aftermarket to take OEM computer files, and replace the files on a vehicle’s computer, if that file is defective.”
Heavy duty scan tools
If a shop works on any heavy duty vehicles, they’ll need a different scan tool for diagnostics.
OTC’s heavy duty diagnostics representative Matt Stein says there are different criteria to select when diagnosing these types of vehicle. “Customers are able to choose the chassis, engine, transmission and brake systems. Heavy duty scan tools need to cover this different set of vehicle systems that automotive tools do not.”
“The heavy duty standard and the protocols or language those vehicles use is completely different than OBD-II and light duty. The features are similar though, often with different names,” says Autel’s Flink. “Look for heavy duty tools that list various manufacturers of systems in their coverage. Unlike light duty, these vehicles are not done by year, make and model, but by the manufacturer of the engine, transmission or brake system, etc.”
Flink explains that medium duty vehicles (Classes 4 through 6) can sometimes cause confusion because they may include both OBD-II protocols as well has heavy duty protocols, depending on the vehicle.
“A shop working on a variety of medium duty vehicles should be prepared to have both a strong OBD-II tool and a strong heavy duty tool,” says Flink.
Questions to ask customers
From high-level to more detailed options, there are a number of questions distributors can ask when discussing diagnostic tool options with customers:
- Are you replacing a current tool, or are you looking to buy a brand new tool?
- Do you want an OBD-II generic, and OBD-II enhanced or a factory scan tool?
- If you already own a scan tool, are you looking for the same functionality? What would you like to be able to do with your scan tool that you can't do now?
- Do you want domestic, Asian and European coverage? Do you have to turn away or avoid any makes of car or types of repair?
- Are there any additional personalized features required on the tool?
OTC's Lipscomb explains that the farther down the list of questions, the more personalized the conversation and tool will become.
Personal preference options may include Internet access, Bluetooth or wireless connectivity, access to OBD-I information, J2534 reprogramming capability, touchscreen functionality, screen size and more.
Internet access in particular can provide the user with a number of additional functions, including general access to the Internet to gather information without the use of a shop computer, access to repair information such as Mitchell 1 or Identifix, the ability to update the software of the unit and more.
Launch’s Siegel explains why Internet access is in integral part of today’s scan tool functionality. “When the technician gets a code from the vehicle, or there’s data that he doesn’t understand, he needs to take the next step as to what it’s going to take to fix that car.”
“If the tool also can multi-task so (the user) can switch from vehicle communication to Internet and back quickly, productivity is increased even more,” says Autel’s Flink.
There are also some items to consider when selling to shop owners versus technicians.
“Both the technician and the owner need and want the same kind of functionality,” says Lipscomb. “At the end of the day, what they want is a scan tool to fix a car and to cover the makes and models that they see in their business every day.”
While all employees in a shop will first confirm the functionality of the tool, technicians will generally look for a lower price point, more customization and more personalized features. Shop owners are focused more on ease of use and ruggedness because multiple techs will be using the same tool.
“Remember there is nothing wrong with selling a tool to a shop as a gap filler or second tool. It is still a sale and does fill a need to help the shop. If the tool is strong enough, it may become their primary tool and you've scored a double win,” says Flink.
Some popular functions
In general, there are a number of popular functions on today’s scan tools. These features include broad vehicle coverage for 1996 and newer vehicles; domestic, Asian and European vehicle coverage; full diagnostic trouble codes (DTCs); data stream and bidirectional testing.
Regarding specific functionality, Flink lists a number of common functions that many shops have been looking for:
- Immobilizer
- SKIM
- SKREEM
- PATS or security functions
- Key and key fob programming and coding
- Function tests or resets in modules beyond PCM, ABS and Body
- Coding or programming within modules
“More and more shops are looking for more complete coverage, more module and more functions or tests and activations in those modules,” says Autel’s Flink. “Today’s vehicles often have 15 to 25 modules or more. A shop needs access to all of these as the vehicle is a network and they intercommunicate. Missing some of these modules can limit a shops ability to finish a repair.”
Launch’s Siegel agrees. “In order to get into the bay and fix the car, shops today without a doubt need a scan tool that includes full coverage, which means all makes, all models and all modules.” In addition to the full coverage scan tool used by the shop, consider selling a number of basic code readers for the service writer or tow truck operator completing a preliminary diagnosis of a vehicle when it first comes into the shop.
Operating systems
Just like personal computers and smartphones, scan tools today require operating systems in order to run programs on the device. Currently, there are two predominant options for scan tool operating systems: Windows and Android.
Many aftermarket scan tools today run off of an Android-based operating system.
“With Android, it’s faster, it’s more universal and it’s the fastest growing operating system globally,” says OTC’s Lipscomb.
“Windows as a system uses more background resources. This will tend to slow down a tool and limits it multi-tasking abilities. Android is generally much quicker and better at multi-tasking,” says Autel’s Flink.
Multi-tasking means techs have the ability to have more than one program running at once. For instance, the user may have an app open to listen to the music app Spotify, while using the scanning functionality of the tool, and search the Internet browser app, all at once.
An Android operating system also allows open access to the tool manufacturer, meaning a scan tool manufacturer can directly create apps and programs to be used on the Android OS device.
Flink advises that having an open platform on the operating device can have some drawbacks. “Often Windows, Apple or Android do a system update and many apps are unable to work within it afterwards. This may include the scan or diagnostic software in the tool,” he says. “Some apps may cause conflicts with the wireless communication to the vehicles these tools offer. Exercise caution in how a tool allows updates from the operating system versus the tool manufacturer.”
Multiple manufacturers advise that there is a royalty fee, passed along in the cost of the device for Windows-based devices.
“With Windows, however, at least at this moment although it can change, the automotive OEMs operate in a Windows environment. Meaning, their scan tool (applications) are based off of Windows. The J2534 reprogramming regulation is based off of Windows standards,” says Lipscomb.
“Windows, depending on version, does allow better access to vehicle manufacturer websites since many only work with Windows XP or 7,” says Flink.
Another very important item to consider: Product support.
“Who can the customer call when they have questions or need service or repair?” says Siegel. While the distributor can be the first line of defense, it’s important to learn about the support available for all different diagnostic manufacturers.
