The Heavy Duty Parts Report
Each week Jamie Irvine and his guests have conversations that empower heavy-duty people. They discuss tips, tools, and technology that help heavy-duty parts manufacturers and distributors sell the right parts to fleets, repair shops, and truck operators.
The Heavy Duty Parts Report
Correct Parts Identification Critical for Success in Repair Shops
Episode 335: Technology is revolutionizing the heavy-duty parts industry, but how can it keep pace with the challenges of accurate parts identification? Join us as Joe Steward from Betts Truck Parts shares his experience of using modern tools, training, and exceptional customer service to bridge the knowledge gap left by retiring experts.
The stakes are high when it comes to parts identification errors, and the consequences can be severe for repair shops and fleets. In our That’s Not Heavy Duty segment, we see an example of what can happen when the wrong part is installed on a truck, resulting in months of downtime and thousands of dollars in lost revenue.
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You're listening to the Heavy-Duty Parts Report. I'm your host, jamie Irvin, and this is the place where we have conversations that empower heavy-duty people. Welcome to the Heavy-Duty Parts Report. I'm your host, jamie Irvin. In this episode, we're going to talk about how things are really changing when it comes to parts identification. Later on in this episode, we're going to rerun a very popular episode from 2024 where we talked about parts identification. Now let's talk a little bit about how technology is changing parts identification Really.
Jamie Irvine:At the end of the day, when you think about the transition of older ones with a lot of experience leaving the industry because they're retiring, and you think about how there are less people right now who are available to take parts calls and have that kind of what they call tribal knowledge of how to identify parts, there's a real problem right now that, technically, should be easily solved by technology, and yet parts identification is a still a big issue. If you run a repair shop and you can't get the correct parts, your customers are going to have more downtime, or if you're doing that on behalf of a fleet, they're going to have that downtime. This leads to frustration, but it also leads to a real economic impact on that trucking company, whoever it is, because downtime is so very expensive. So in this interview we're going to talk to Joe Stewart, who is the general manager at Betts Truck Parts, and he really gives us some insights into some of the challenges of getting the correct parts to those trucks and getting those trucks back on the road.
Jamie Irvine:When I think about a recent study that we saw that was put out by McKay and Company, it's unsurprising that there's a real move towards e-commerce Now. Still, the vast majority of heavy-duty parts, according to this study and in our own experience at the Heavy-Duty Consulting Corporation, is that people are still phoning in orders. Right, they're talking to people on the parts counter, but year over year we're seeing an increase in parts being purchased with e-commerce websites and, unsurprisingly, the fax, for example, has statistically gone to zero. Not that no orders are ordered by fax, but it's such a small number that on the macro data nationwide it registers as 0%. So this shift has happened slowly over a couple decades and really I think, and what we see when we consult with our clients is we are seeing this continuous increase in the usage of e-commerce to buy heavy duty parts, and this is definitely part of the solution. But one of the things we see at the Heavy-Duty Consulting Corporation with our clients is even if you invest heavily in a great e-commerce site, you choose the right platform, the user experience is very good.
Jamie Irvine:If you don't have the data to back up what you're selling on that e-com site, it can cause significant problems. Now when we talk about data, we want to talk about it in a couple different terms. There's PIES data, which that's an acronym P-I-E-S, and that really is the standard for information related to the dimensions of the product, specifications of the product, but what the product actually is. Then there's what's called ACES data, a-c-e-s, which is a standard for year make model lookup information. Now we all know in the aftermarket and heavy duty, year make model is very, very difficult. But additionally, if we don't have the right information about the part on the site and we don't help our customers to make the right buying decision, they can inadvertently order the wrong part. If they do that, it creates all kinds of problems. So we're going to take a quick break to hear from our awesome sponsors.
Jamie Irvine:When we get back we're going to listen into our interview with Betts Truck Parts, where they really talk through these issues and how they've been dealing with it, what they do to try to ensure that their customers have a great experience and get the parts they need, and they talk a lot about the cost associated. And later on in the episode we're also going to give you an example where something went really wrong because the wrong parts were installed, and the legal advice that was given to this customer. So we're going to take a quick break. We'll be right back. Are you deferring maintenance because of filter cost or availability? Or, worse yet, are you trading down to no-name filters to try to save a few bucks? Either way, you're rolling the dice. The good news there's a new premium filter option for fleets Hanks Filtration. If you're responsible for a fleet, you won't believe how much using Hanks filters will save you. But you've got to go to heavydutypartsreportcom slash Hanks to find out more. That's heavydutypartsreportcom slash H-E-N-G-S-T Head there now At Diesel Laptops, they go way beyond diagnostic tools.
Jamie Irvine:They are your complete shop efficiency partner, from diesel technician training to complete repair information, parts lookup tools and robust technical support. They are there to support you every step of the way. Learn more and download your free starter pack today by visiting diesellaptops. That's diesel laptopscom. Hda truck pride is the heart of the independent parts and service channel. They have 750 parts stores and 450 service centers, conveniently located across the us and canada. Visit heavy duty parts reportcom slash hda truck pride today to find a location near you. Again. That's heavydutypartsreportcom slash hdatruckbride and let the heart of the independent service channel take care of your commercial equipment.
Jamie Irvine:We're back from the break. Before the break, we were talking about how important it is to get the right information in, especially if you're using an e-commerce website, how you have to be able to give our customers the right information so that they are very confident that they are buying the right part. So listen into my interview with Betts Truck Parts Now. This interview was originally aired back in November of 2023. It was episode 291. This is a re-airing of that interview. It's one of our most popular interviews of the last 12 months and since we are all on holidays at the Heavy Duty Parts Report this week, I wanted to make sure that we had an interview for you to listen to, so I hope you enjoy it. Listen in.
Jamie Irvine:Parts identification is a challenge if you are on the independent service channel side of the business, if you work in the OEM and the dealership environment, as long as you've got a VIN, parts identification is pretty straightforward.
Jamie Irvine:But if you work on the dealer side or if you're on the aftermarket side and you step outside of that where you're all makes, it's a completely different world. Today we're going to talk about the challenges associated with parts identification, the costs associated when we get it wrong and proactive steps we can take that will improve the way that we identify parts and make sure that our customers are getting the right part the first time. To help me with this, I'm very excited to have Joe Stewart, the general manager of Betts Truck Parts and Service, with me Now. Joe has been a general manager in the heavy-duty truck transportation industry for over 20 years. He has always been interested in understanding how things work and has dedicated his career to doing just that in all aspects, from parts and service to people and process. Joe, welcome to the Heavy Duty Parts Report. Glad to have you here.
Joe Steward:Yeah, thanks for having me. I'm excited to engage.
Jamie Irvine:All right. Well, let's talk about parts identification. If you're on the independent side of the business, it is a challenge. You and I look like we're kind of coming from roughly the same age group, so let's talk a little bit about the way things were when we were first entering the business and learning the business. Joe, when you first got into the business, what was the way that people went about identifying parts, especially on that aftermarket side of the business?
Joe Steward:Oh man. Well, we have the table full of catalogs. Hopefully we had a customer who was competent enough or had the technical ability to tear down whatever project they were working on or at least be able to limp their product or their vehicle in so that we could climb underneath it and identify whatever part was broken and needed to be replaced needed, uh, to be replaced.
Jamie Irvine:So let me, let me ask you something were you a fan of the catalogs on a bookcase, or did you have those big metal bins with the the big rings that you could put all the catalogs together kind of on your on your desktop?
Joe Steward:I got lost in that because that typically that you know that I like to see the spine of it okay, so you were.
Jamie Irvine:You were a bookcase guy.
Joe Steward:Totally yeah, so I could. Then I can kind of order them by you know alphabetical or you know. However, however, your brain works, man.
Jamie Irvine:So I had I had it the other way I use the big, the big metal contraption that you put all your catalogs in and I had just tabs and I had it all laid out, not an alphabetical, but I had it laid out by a product type. So I had, like, air systems, electrical, you know, suspension wheel and stuff like that, so that so okay, so there's some differences, but you know, that's the way it was done, right right yeah, I mean the way your brain works right.
Joe Steward:And we also had, uh, some microfiche and all kinds of other uh sources of technical breakdowns and data. Aside from being able to, you know, a lot of these guys that we have in the aftermarket are able to take a phone call and ask oh, you know what are you working on and you know, in these trucks they're all 100% custom built right. It's not like an automotive industry where you know everything kind of has the same stuff in it. You could have, you know, different transmissions or gear sets or you know braking systems and all kinds of stuff on these vehicles, and so it's interesting to see and hear the questions that have to be asked and answered to narrow down exactly what it is we're looking for.
Jamie Irvine:That's a good point, joe. What I remember distinctly about, especially the way I was trained, is that you had to ask the right questions, right, like the first question is this on a truck or is this on a trailer? But you had to know intuitively how to ask those correct questions, because if you didn't, you could easily be going down the wrong road.
Joe Steward:Not only that, but you could be frustrating your customer On the automotive side, going into a parts shop and asking for a set of wiper blades and then having the counterperson ask you that year, make and model of your vehicle and whether or not it was an automatic or a manual, and whether or not it was four-wheel drive or two-wheel drive, for a set of wiper blades.
Jamie Irvine:you're like come on, man like that's the type of thing that you know in our industry.
Joe Steward:your reputation is on the line your ability to to hold your own and have those, have that dialogue with your customers in a way that's productive and makes them want to come back. On top of like we alluded to earlier, finding the right part the first time and the way that you handle those situations is imperative. Especially in the aftermarket it's a little bit more scrappy, it's harder to get that business.
Jamie Irvine:It is. It is. I remember when they first started showing up and they would have catalogs like on a on a disc, like a CD ROM that you could put in your computer. But you know, those things were outdated, just like the printed catalogs. Like you, you were just always anxious for the the newest catalog information possible. I think you also had to learn how to read a catalog, which I think was a good thing. It taught you kind of how to think through identifying the part, and I think that's something we lost when everything went online. When things did move to online, one of the things that I noticed right away is the reliability of that information really deteriorated rather quickly. Like if I had a Bendix catalog, even if it was an older one. I was pretty sure that when I got it figured out I had the right part. But a Google search doesn't necessarily point you in the right direction.
Joe Steward:No, you have to be really careful, right? So some of the stuff that you run into is, you know, suggested or something along those lines, and it very quickly. You can think that you're looking at the part that you need and you've taken a left-hand turn somewhere and ended up in some other aspect of the vehicle, or, you know, for a product that's related, but not necessarily the part that you're looking for as well.
Jamie Irvine:Yeah, and one of the things like I just I did a lot in air systems. So you know, if you have these valves and they've got different crack pressures, they look identical Visually. They look the same same number of ports. They're all three-eighths on the bottom or they're all half-inch. They have the same number of inlet and outlet. It's all identical, but there's a different crack pressure and there's no way to visually know that. So if you don't have the right set of data in front of you, you don't have the information in front of you that's accurate from the manufacturer, you could easily give someone the wrong part, and that's just one example. I mean, you get into electronics. It's like that, probably exponentially worse than on the air side. Now, you've always worked on the service side as well as parts, whereas for me I've pretty much predominantly just been in parts. How has it been on the service side? Like, just thinking back to those years past, what unique challenges were there if you also had a service shop?
Joe Steward:I would say that you know, preparing for a job before it came in and then finding out the stuff that you prepared with is wrong because of a conversation with a customer maybe went the wrong way between the service manager and the customer, or there was just a slight misunderstanding on one thing or another on exactly what the root cause of the failure or the issue was, prior to the truck showing up for its appointment.
Joe Steward:And then showing up and being almost Afraid is probably the wrong word, but very hesitant to take it apart without having what's needed to replace, what needs to be replaced in stock. And so you know then, doing the hurry up and rush and run around, you're actually shopping your competitors for parts that you need to fix a truck that's in your shop. So it's a little bit humbling on that front as well. As you know just wanting to make sure that the customer has the best experience possible in your shop and wants to come back Right. And so you know, hustling through that, that is when the truck shows up, it's like kind of hunting that whale or that elephant or whatever. And then you know, once you get it, it's like now now the work starts right now.
Jamie Irvine:Now I got to figure out how to make this happen in a way that's efficient and and it everybody happy yeah, and now I I've seen you know, you kind of move into the more recent times and we've kind of seen an explosion of people trying to solve this parts identification issue from a technology perspective and you know, we've seen different apps roll out, different software platforms, integrations with telematics, like all kinds of of things, and it's almost, at this point, like there's a bit of overload there. But there still seems to be a core issue, which is it's very difficult to narrow down all the variations. So, you know, even if you were to be able to get the data from the OEM let's say, you got the Bendix data from Bendix and it was accurate that doesn't necessarily always correlate to the Kenworth truck sitting in front of you versus the Freightliner and the variation in 2016 on one option or another right. So parts identification, despite all of the technological advances, still seems to be a problem.
Joe Steward:Well, there's a whole other layer that you didn't mention, right, and that is and that is how many iterations of this truck have have since it was produced to where it is right now. Right, did it? Was it used as a roll-off and now it's a tractor, and then it was a dump truck. You know how many lives has this truck lived and what did they do the, the? You know the ownership throughout. You know what have they done to change the suspension to. You know for the requirements, you know for that particular application and all those types of things, and so it's definitely complex. I mean, you have to almost have the vehicle or the part in front of you to make sure that you're giving them the right thing the first time, every time.
Jamie Irvine:Yeah, no, you're absolutely right. And when I was selling in Northern Alberta, we were very, very heavy oil and gas, but in 2016, the oil prices, the commodity prices, collapsed here in Canada and it was real tough times for about two years there, and so we had all kinds of oil fleets that were in oil and gas and they were re-rigging their trucks to go logging oil and gas, and they were re-rigging their trucks to go logging and then three years later, right, like the cycle and logs goes and oil and gas comes back. So then they rig again. Right, and you're absolutely right. Every time they rig that truck for a specific vocation, and that's predominantly driven by the fact that these are work vehicles, these are assets that have to be out in the field making money, otherwise, why do you even have them right? So no, that's definitely something that adds to the complexity of it.
Joe Steward:It's tricky, you know, especially in the aftermarket, when you don't know what that truck. You know what that truck has on it because of its age. I mean, especially in California it's a little bit easier, right, because typically the year range of the trucks has to be pretty tight in order to fit CARB standards and all that, and we don't have to get into that today.
Joe Steward:But we're lucky enough to operate also in Oregon and Arizona, so we get a lot of that flavor in those states where those trucks have gone through different iterations of different lives that those trucks have lived, and it definitely makes it fun lived and it definitely makes it fun right, and I think the customers gain a lot of respect for a counter person or a service manager whoever it is that's trying to help them identify something that didn't necessarily come on that truck when it was built. And it wouldn't matter if you had a VIN number or not, because you know it's going to take an expert to get the visual identification and then do some digging to make sure that you get the right thing.
Jamie Irvine:Yeah, and also I think of how vehicles have changed so much over the last 25 years. When I entered into the business, what was being produced there was long, consistent runs, so you'd have the same kind of setup, suspension-wise and engine platform and everything on a specific make and model, and maybe that run would last for several years, and so it was almost identical parts. As long as it was within that age range, you were pretty sure that the part you were looking for and it was all mechanical, so there's a lot less to remember. Then, all of a sudden, you have so much more electronics. Now. We have all of these ECMs that are running different things. You've got all these fault codes, you've got all this complexity to the technology, and that's really changed the game on parts identification as well.
Joe Steward:I agree, you know we've been in an aftermarket and we don't necessarily do. In my business it's mostly suspension and wheel in type work that we're in right now and I got to tell you, you know we're we're pushing our fleet, our technicians and our service managers to plug into every truck that comes in the shop, just like a dealership does pull codes prior to and after appointment. And you know, just even on, even on the ABS and traction control systems, just to show you know that we're paying attention to everything that comes through the door and trying to show the customer everything that's going on with their truck while it's in our care.
Jamie Irvine:I'd like to talk a little bit about the impact all of this has on everybody in the supply chain. So if you don't get the right part, if you misidentify the part, you send it out to the customer directly or you try to install it on their vehicle and you find out oh, it's the wrong part. What does that do for that end user customer? What's the cost associated with that?
Joe Steward:Well, I mean, you know we use uptime in our industry every day, right Like it's the most important thing in the industry is making sure that these assets are rolling and making sure that we're delivering all the products and services around the nation or around the world that are stuff is constantly moving. I would just say that there are a lot of cases where we're up against a situation and I mentioned it earlier about having to go to some of your competition to try and pick up a part, to hustle and get this truck back on the road because these customers our customers have customers and their customers have customers and it creates a whole chain of disappointment and frustration and delay and pricing changes because of it and it just causes all kinds of logistical nightmares for most times. I would say we don't really fully understand the end impact at the location you know you're trying to service the customer at.
Jamie Irvine:Oh, absolutely. I mean, I think about like's, say, a fleet right, and they've got a truck and it misses a deadline. That could jeopardize the relationship with their customer that's using them and their service. You think of an owner-operator, right? Their families are reliant on this truck and their mom or dad to work and make money, so that's food on the table. I tell this story quite a lot, but I remember I'll never forget the one guys whose wife called me and said if you hadn't helped me with that transmission problem, I don't know what we would have done for groceries next week. And it was just such a moving moment for me because it made me realize how important it is to get this right. The cost isn't just for the end user customer, though, too right. The distributor and the supplier all obviously are impacted when the wrong part is shipped. So walk us through a little bit of what that feels like from your perspective. If the supplier sends you the wrong part, what does that do to your business?
Joe Steward:Yeah, we're all positioning ourselves for, you know, realistic and sustainable profitability right, and I think that when these types of things happen, it puts all that in jeopardy.
Joe Steward:As a supplier to my customer, I'm battling to keep the price in line and even though maybe I made the mistake or maybe the supplier made the mistake and shipped me the wrong part, regardless of where that mistake lies, I'm kind of trying to position myself to not lose on it, right, and my customers positioning themselves to not lose on it and same with the supplier and beyond.
Joe Steward:And so that's where relationships come in, really, and I think that we need to make sure that we're responsible with one another and how we navigate those things respectfully and just try to work it out. I mean, we've done crazy things, man. We've put trucks on airplane seats and in Uber cars and all kinds of different methods to try and make things happen for our customer, made hot shot runs to meet up with another location that we own because it's the only one in the West Coast or something crazy, where we're trying to each drive four hours to meet in the middle and bounce back out. It's hectic, and for us to do all of that and have the customer still miss a deadline, man. I mean, it's a tough market, it's a tough industry.
Jamie Irvine:Yeah, and you're right. You mentioned the importance of relationships and that relationship with your customer. They don't expect perfection, but when something goes wrong they want to see you take action. I remember times where there was a lot of like I'll get you the part and we'll figure it out after it's like, because the downtime was going to be far more than any freight cost or any delivery charge or anything. So just the get the customer the part, whatever you have to do and then figure it out on the backend. And I think that from the distributor the customer the part, whatever you have to do and then figure it out on the back end.
Jamie Irvine:And I think that from the distributor's perspective, profit is not easy to come by. It's not like we're just making double or triple digit profit on every sale. The reality is that sometimes margins are slim and then something not showing up on time or having to go to those extra lengths, we're losing money and that's a real cost to the distributor, and sometimes they have to just eat that it's not even their fault, right? I can't tell you how many times I had to just eat something because the supplier missed the shipping deadline and now it's like it doesn't matter because my customer needs to be taken care of. So I'm going to get the job done and we'll figure it out on the back end. So, yeah, there's a real cost there, and I think from the supplier too, if they don't execute well over a period of time, that pushes the distributor to reconsider who they buy the product from. And so I think, up and down the supply chain, the stakes are really high, and all for identifying the part correctly.
Joe Steward:Well, when we're selling to you call it retail or business to business, either way, right. We're selling to a customer that sometimes pays cash or sometimes has net terms, and I think that you know when we're trying to sell at a reasonable market price, you have to buy in volume to do that, and when these one-offs come at you, they're not cheap. You know they're not cheap and it causes potential strain on on relationships in both directions.
Jamie Irvine:Yeah, absolutely Absolutely. So what is Betts doing to invest in the technology you're using training Like? What steps is your company taking to make sure that all of their parts professionals have the best tools and are trained well so that they are able to identify the parts the customers need?
Joe Steward:We're using Motor and some of the other cataloging opportunities. A lot of the vendors these days have great cross-reference guides built into their websites. We use those. We've also engaged with an online store builder for our industry who has done a great job of helping us with our online store, providing cross-reference information and things like that that we can use to help customers out when maybe we don't have X brand but we have Y and can help them through those types of methods.
Joe Steward:And really it's just with the generational changes that we've seen and the decrease in the workforce volume in our industry, we don't have that knowledge that we used to have, the guy or gal that could answer the phone and give you the part number off the top of their head without looking at the catalog.
Joe Steward:No longer they you know they're dwindling right, they're harder and harder to come by, and so we're having to rely more and more on technology and online catalogs and sourcing methods that are different than they used to be, because the workforce simply doesn't have the experience that they used to have, the depth of experience and so we're trying to cover up the lack of experience with technology and it's in some cases successful and helps expedite certain things, but it definitely comes with its own set of challenges, because you've got to make sure that they're paying attention to the details.
Joe Steward:I mean you kind of mentioned earlier, you do a Google search or something for a part and it could send you to a related part or something that's very, very similar. It looks exactly the same and maybe even the background image is the same. So you got to read the fine print that says image used not necessarily. Whatever that verbiage is or the terminology they use, you have to really pay attention to what you're doing because, um, again, looping back into the rest of the conversation that we've had so far is just, you know, find yourself, uh, offering the wrong part very quickly, very easily.
Jamie Irvine:Yeah, and the the training that is required. Now, like I think back to when I was first being trained, right, I remember I went and I said, hey, what is this? And it was actually a MV3 valve and the person who was my mentor was training me. He said I can tell you the part number or I can show you how to figure out what that part is Right. And he goes it's your choice and it was a test. It was a test to see. I was like an 18 year old kid, right. It's like, well, what kind of employee do we have here?
Joe Steward:And I said Are you going to ask me every time, or am I going to teach you?
Jamie Irvine:Yeah, exactly. So I said show me how to look it up. Right. And he goes right answer, correct answer. So once I learned how to identify that, suddenly you know, on those particular group of air valves, I was asking him a lot less questions, right? You know that same philosophy still stands today. It's just what we use is different, right? So it's like let me show you how to go to this website, let me show you how to use this supplier's tool, Let me show you how to use this technology we've invested in. Let me show you how to figure it out for yourself so that you can be independent, moving forward. But I still feel for the young people in the industry, because the complexity of the equipment is so much greater than it was 25 years ago, so their learning curve is much more let's say it's a steeper learning curve maybe than what we experienced. We just had to learn how to read catalogs and kind of memorize the most common parts. For them it's a different world.
Joe Steward:Definitely and I think you kind of brought it up there you know, leveraging the vendors that make these parts to help with that training as well, and using their websites and coming in and showing. You know there's a lot of times our vendors will come in and ask you know how's it going? Do you have everything you need? And they get the yeah, yeah, right. But a good vendor rep will start asking tougher questions like, well, do you know how to look this up? Or do you know, have you logged into our website and have you used this cross-reference tool? Or have you had to search for this or that type of part and really get over someone's shoulder and be involved in helping them realize that they have a tool that they you know that they could learn from, rather than kind of having oh no, I got it, you know, I'll figure it out mentality. So you know, leaning on those vendor partners, supplier partners, you know is really important and it's another great aspect to the training you know portfolio or options.
Jamie Irvine:I agree with you completely. Tell me a story about a Betts customer who you know really relied on Betts to get the right part at the right time, and how did it all turn out? So how does everything you guys do come together? Tell us one of those stories.
Joe Steward:Yeah well, like I mentioned earlier, we've gone out of our way and taken great lengths to make something happen for our customer, at our own expense, just to make sure that they had a good experience In a situation where somebody made a phone call, had to drive here, had to drive actually to this location here in Portland from Tri-Cities in Washington it's a several-hour track right and made their way down and got here and what we had wasn't what they needed. And while they were here.
Joe Steward:We had to. We had to make the phone calls. They watched, they observed our, our counter staff hustling to try and source the part that they did need. And then, you know, the branch manager drove over across town to pick, pick one up and bring it over and take care of them. And you know situations like that. I, you know.
Joe Steward:I think that you know people in our industry.
Joe Steward:They're very familiar with that type of that type of service that you have to provide in order to to keep that customer, you know, to have any chance at having somewhat of a decent experience for the customer in that, in that type of situation, other situations where a customer, like I said earlier, where we're prepping for a service job, hopefully ahead of time, so when the truck shows up we have what's needed, we can disassemble and reassemble in a much quicker fashion, but we prepped with the wrong order or the wrong parts, maybe having used the VIN number and finding out, like another thing that we mentioned earlier is, you know these trucks go through in some cases several iterations of use and so it doesn't have what it did have when it was made stuff and having to go again either. You know trying, you know starting close and working your way out in geographic distance from your, from your pinpoint location, to try and find that part. Hustle out and get it and bring it back to the shop so that we can keep going and get the right stuff.
Jamie Irvine:One thing I know is when you do it right, people do appreciate it, but when, when something goes wrong and then you hustle and you fix it, oftentimes they never forget that hustle right. So that is part of the game. It's part of what's necessary to be successful. You've been listening to the Heavy-Duty Parts Report. My name is Jamie Irvin and it's been my pleasure to talk to Joe Stewart, general Manager of Betts Truck Parts and Service. If you'd like to learn more about Betts Truck Parts and Service, go to bettstruckpartscom. Links are in the show notes. Well, I really hope you enjoyed my interview with Betts Truck Parts. I thought there was so many good points that were made about what it takes to get the right parts to the customer the first time. It's now time for our segment that's Not Heavy Duty.
Jamie Irvine:In this edition of that's Not Heavy Duty, I want to continue the conversation about not getting the right parts to the customer and installing the wrong part and how devastating of an impact that can have on a customer. So we went to a legal website and we looked up a case study of what happens when the wrong part is sold and installed on a vehicle. Now here's the background. This vehicle was taken to a Cummins engine repair shop, so it's probably just a Cummins-approved, independently-owned repair shop and it was in Mobile, alabama. Now what happened is the truck was fixed and when they were driving away from the shop it broke down again. The truck was towed back to that shop and has been in repair ever since. So now the truck has been down for a total of two months.
Jamie Irvine:Now here's what the customer is saying. The manager of this repair facility told them that it was the fault of the mechanic, because they installed an incorrect part. The part was the wrong size, they installed it and that's what caused the breakdown. So at the root of this problem, this is a parts identification issue. Right, the wrong part was installed on the vehicle. So the customer goes on to say now it's been three weeks beyond a reasonable repair time and they have lost $8,000 in income.
Jamie Irvine:Now the question that this customer is asking for legal advice. This is the question we're trying to find out if there's a way to get compensated for downtime, since this was all caused by the repair facility. Here's the response from this legal website. They say, and I quote if the repair shop was negligent in installing the improper part, then legally you can sue them for their negligence, which can include lost income for use of the vehicle. If you have no other vehicles that you can use as a substitute during this time, unfortunately, it is likely the company will deny your claim, so that means you would have to file a suit and you would need to get a witness to testify that it was indeed because of the wrong part that this damage occurred to your vehicle.
Jamie Irvine:This whole situation can be avoided by identifying the correct part and really, at the end of the day, we all know that things go wrong from time to time, but as heavy-duty parts professionals, it is really our responsibility to ensure that the mechanics who are installing parts get the right part the first time right, so that this whole situation can be avoided. Parts identification is such a critical, foundational piece of the repair process and we've got to get it right. Yes, as time goes on, technology will become more and more part of that process, but, as we've discussed, it can still be a part of the problem, part of the failure, if the data isn't correct. So, again, if you are trying to digitize parts identification, if you're trying to use e-commerce to distribute parts, you've got to make sure that that data is correct so that people can make a good buying decision. And as parts professionals, we have to continue to be diligent and hone our skills and learn how to identify the right parts, how to ask the right questions to make sure that repair technicians get exactly what they need. Thank you so much for listening to this episode.
Jamie Irvine:As we've mentioned over the last couple episodes, the Heavy Duty Parts Report team has been on vacation.
Jamie Irvine:That's why we're re-airing a couple of our most popular episodes.
Jamie Irvine:I hope you enjoyed them and if you haven't already, because next week we've got a brand new interview and we are back from vacation and we are going to be bringing you a lot of excellent, excellent information and interviews coming up. So if you haven't already, head over to heavydutypartsreportcom, sign up to our weekly email. You only get one email a week, no spam, no marketing. Just one email a week that says, hey, this is the new content that's out, so you never miss out If you listen on the podcast player of your choice, if you can, we'd really appreciate for you to follow us, but also to give us a five-star rating and review if it gives you that option. We've heard that that helps with reach and we really could use the support. Thank you for that. Also, if you like the video version, go over to our YouTube channel. Hit that subscribe button, hit the bell notification so you never miss out. Thank you so much for listening to this episode of the Heavy-Duty Parts Report and, as always, I want to encourage you to be heavy-duty.