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An Automotive Technician's Journey Through the ESI Jungle, Part IIPosted 7/10/2002By Jim Linder
NASTF is a cooperative effort among the automotive service industry, the equipment and tool industry, and automotive manufacturers to ensure that automotive service professionals have the information, training and tools needed to properly diagnose and repair today's high-tech vehicles. One of the first projects taken on by this group of volunteers was the Vehicle Manufacturer Service Information Matrix, which can be accessed via the task force's Web site, www.nastf.org; the International Automotive Technicians Network (iATN) site, www.iatn.net; and the Automotive Service Association (ASA) Web site, www.asashop.org. (Select the Members' Only heading on the ASA Web site, then click on “Mechanical Division” to find the OEM Service Matrix link.) A printed version is also available from the collision and mechanical divisions of ASA. The NASTF matrix is a detailed document showing what information is available directly from each car manufacturer, including contact phone numbers and Web sites where available. This document is continuously updated as new information and resources become available. NASTF Matrix Confirmation Often, sitting on a panel or presenting a class, I hear a shop owner or tech say, “It just isn't available.” I, myself, have been guilty of making that statement and sometimes later see the information being used by another trainer or shop owner, etc. I then must ask myself how they found the information. This is the problem we face today as service professionals. Where is this information to be found? This is why I decided to “test” the service information matrix for this article. To help identify gaps in the availability of service information, the National Automotive Service Task Force (NASTF) accepts feedback from service technicians. Any problems locating or obtaining service information through the sources listed in the matrix may be reported directly to NASTF by submitting an NASTF Service Information Complaint Form (found online with the Vehicle Manufacturer Service Information Matrix). Although far from being perfect, the matrix lists each manufacturer and a contact is provided for obtaining information and repair tools needed to service today's vehicles. Case No. 7: What does this information cost? Fair and reasonable cost is still looking for a proper definition. In the meantime, each original equipment manufacturer (OEM) is allowed to set its own prices and availability of service information. A working example would be the recent offering of GM SI2000 at www.acdelco.com. A single day (24 hours) is set at $15, five days is $75, a full month is $225 and a one-year subscription is not available at this time. (While at this site, pick up the most recent copy of Delco's “In-Tune” magazine.) Many of the OEMs mentioned in the NASTF matrix have service information available - some are free, some are fee-based. Another fee-based example is the availability of Ford factory service manuals on CD-ROM, which may be purchased per make and model through Helm Corp. It's only a matter of time until all are onboard with some sort of offering of online information. Note: GM SI2000 offers only the newer manuals, 1996 and upward. Case No. 8: Timely ESI information use MPC Specifications example: When a 1996 Ford Taurus is brought in for a drivability problem, either the service technician or service writer may go to the computer and select the MPC Specifications icon. From there Ford is selected, then 1996 Taurus and 3.0L Vin U engine. Then, a two-page specification sheet is provided for this vehicle. It may simply be viewed or printed out to go with the vehicle work order. Very quickly, we now have specifications for starting/charging systems, battery size, spark plugs, ignition coil specs, all output sensors, fuel pressure, injector resistance and idle speed adjustments. Using the “480-minute” workday, we have just saved valuable time for the service technician by having these specifications at our fingertips. Now let's again assume the service shop and working service technician has handled problems 1 through 3 and has spent the time training and equipping the service bay with these new-found channels of electronic service information (ESI). Now the most frightening issue of all: Will it be there when I need it or will it become (like some of the equipment upgrades promised each year) vaporware and fall into the cave of “it's coming soon,” “next quarter” and “not done yet”? ESI problem No. 4
Using the NASTF Service Information Matrix, we will look at three different manufacturers: DaimlerChrysler AG, General Motors Corp. and Ford Motor Co. (Space does not allow me to test all listings, so I've selected the three domestic manufacturers used most at my business.) The matrix lists all manufacturers alphabetically and includes all makes and models. Each company listing includes three general categories: “Non-Emission Service Information,” “Reprogramming” and “Non-Emission-Related Diagnostic Tools Available.” Looking at the matrix, we select to view Chrysler first. Chrysler's answers to the questions are very clear with no conditional response answers and are handled with a simple "Yes" or "No." (Note: In my opinion, conditional answers should not be allowed in the matrix. More on that subject later.) The first question asked: Is non-emission service information available and is it available on the Internet (as an ESI format)? The matrix says "Yes" it is available; "No" it is not an Internet downloadable product. When consulting the Web site, the information was available, with current technician training classes, training materials, books, CD-ROMs and service manuals that are easy to order and can be shipped to the shop. The second question refers to REPROGRAMMING for three service areas of the vehicle: Emissions, Safety-Related, and Non-Emissions & Safety-Related Systems. Chrysler shows the answers as "Yes" to emissions-related; "No" to safety-related; and "No" to Non-emissions & Safety-related. This is somewhat incorrect as the "service support tool" answer for this section reads "Yes," but I happen to own a couple of these tools and know that no upgrades have been offered in over a year. This situation requires changing the answers to three "No's" or upgrade the tool options. The matrix is simply incorrect for this section. The third and final section of the matrix asks: NON-EMISSION-RELATED DIAGNOSTIC TOOLS AVAILABLE? The answer at this writing is "No." Yes, I do know of shops that have purchased the DRB-III tools, but the answer is "No" on the matrix and I don't wish to discuss how they got the tools in this article. If the matrix says "No," then it must be considered not conveniently available. Ford is our next test of the matrix. Question No. 1 - NON-EMISSION SERVICE INFORMATION - has a "Yes," so it's available; and "No" regarding the Internet. I consulted the Web site offerings, found information available and made a few purchases. The service information was readily available in both a printed version and CD-ROM and I found both to be current. The only thing missing was technician training. Although somewhat available, I found it to be dated and not up-to-date with the vehicles being sold and serviced today. I believe the training programs offered to the Ford dealer network to be unavailable through these channels. Maybe the matrix could be broken into training and service information. In my opinion, some service information is not very helpful without some method of training support. In the second matrix concerning REPROGRAMMING, I found all three answers to be "Yes" and I have used each method! The reprogramming tools and software are available, and we have used not only the tools, but also the "flash" programming software for some time now. It's not only available, it works - as they say - and the "Hickok" folks have been helpful in the support of these products. (Hickok supplies the Ford tool for this service). The third section of the matrix, NON-EMISSION-RELATED DIAGNOSTIC TOOLS AVAILABLE?, shows another "Yes" answer. We have also purchased the required tool (NGS for new Generation Star) and software, and have been more than happy with its performance. Hickok has offered and produced timely upgrades of program cards and software to keep this one of the most current tools in our shop. I consider this tool to be a required tool for all service shops servicing Ford vehicles and wouldn't consider operation without it. It ranks high on the "fair and reasonable" cost factors as well. GM is the next selection on the matrix and the last of the matrix offerings tested. When viewing the section on NON-EMISSION SERVICE-RELATED INFORMATION, the selection is "Yes" to both, with a [3] next to the "Yes." The [3] signifies - as shown at the bottom of the matrix - that the information is available through the ACDelco Parts Web site. Not only is it shown as "available," but it is also available as an Internet-accessible site for a daily, weekly or monthly fee. Or, with some searching, it is shown as a purchasable product on CD-ROM. The actual Internet-based product is very complete and after some time of use, one may navigate the site and access information quite easily. Service information (although only from 1996 and upward) is complete and functional! The only downside to this section would fall into the technician training area as the only training offered at this site is ACDelco training, which is not the actual dealer service training offered to the selling dealer service technicians. Even when consulting the aftermarket Delco schedule I found only a single class available in my area and it addressed a subject unrelated to my particular shop. Again, I think the matrix should ask for OEM training availability. REPROGRAMING is the next GM selection on the matrix and the answer is again "Yes" to all three selections with a conditional [3] shown as Delco Shop availability. This is somewhat a puzzle to the unknowing, as we have - for some time - used the GM-offered programming supplied by a few different aftermarket suppliers. We have purchased the Vetronix "pass through" for our Mastertech unit as well as the EASE Off Board software for off-board, carry-in units. Both work well and have been upgraded with prompt, monthly CD-ROM software. We also use the Mac Tools-supplied version of the GM Tech 2 factory service tool. The only missing link is a small section of availability of '93-'94 pre-OBD-II vehicles (listed as Delco shop only) that, in all honesty, we have never needed. Case No. 9: Is it really available? Chrysler: Looking at the NATSF matrix we find and select a Web site: www.techauthority.daimlerchrysler.com. From the Web site it was no problem whatsoever to click and order books, tapes or manuals. I ordered several manuals I would need both for training classes and service procedures on my new PT Cruiser. My total order was applied to a charge card and I was done. There were many offerings for service information, training manuals, CD-ROMs and videotapes on systems from 1992-2002. Works great! Ford: Again, using the NASTF matrix and looking at the Ford section on service information we are instructed to go to www.helm.com. From the Helm site, select DIY or Dealer. I selected a dealer and found a 1999 Taurus/Sable shop manual on CD-ROM (a printed manual was $20 more). I also found basic electrical training information. GM: A previous visit to the NASTF matrix led me to different phone numbers and I was told to consult the latest matrix on iATN. The new matrix instructs us to go to www.acdelco.com. From there, select the "tech connect" icon to navigate to the technical information page. At this point there are a few options, one of which is purchasing GM-ESI 2000 by the day, week or month (as outlined earlier in this article). The training available is ACDelco training and although a couple of classes are offered in my area, I must be a Delco Service Center to sign up. The two classes offered were a three-day air conditioning class and a one-day antilock brake systems class. Good for some, but not what I had expected. Case No. 10: Is there a standard viewing process? No, not at all! And looking over the situation, I doubt there ever will be. Over the years, the OEMs haven't really agreed among themselves - let alone with the aftermarket. It would not be practical (however nice it would be) to expect each OEM to put all information in the same format. This is a problem, but one that with a little practice we can overcome after some time. And finally ... Case No. 11: Is it what I need to fix the car? In many cases the answer is "maybe not." Each OEM selling dealer service performed under factory warranty guidelines may not be the service fix we seek. I believe we (aftermarket service centers) must approach problems with different procedures to fix cars. For one, we lack the advantage of repeated vehicle "pattern failures" OEM technicians see each day. In our case, the type of vehicle we see today may not be seen again for months or even years. Also, the actual operating parameter may not even be discussed in the factory manuals as the OEM wishes that part to be replaced when the technician believes it is defective, or in some cases under a recall situation. In other cases, aftermarket-proven test procedures may not be listed as approved OEM repairs. This does not imply OEM technicians do a poor job; it just means we both have to operate in a very different environment.
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