That's the question we were asked…over and over and over again. "How could that happen? How could it be the wrong part? I bought it from the dealer and they were identical; I checked it myself!"

Well, you've probably already figured out that they weren't identical, because if they were, there wouldn't be much to write about. Unfortunately, there is plenty to write about and, with any kind of luck, it just may help serve as an object lesson for us all.

I don't know how you feel about "customers' own parts," but after all this time you probably have a pretty good idea what I think about installing anything furnished by the vehicle owner. As far as I'm concerned, it's like playing Russian Roulette - only in reverse. You take a revolver that holds six bullets, take just one out, spin the barrel and then take your chances!

Under the best of circumstances it's a gamble and you have to admit, the odds aren't very attractive!

The customer saves on the parts; you lose on the job because of the lost profit on parts. And, that's if everything goes right! If things don't go 100% right, the exposure is almost incalculable.

Aside from that, the customer isn't sophisticated enough to recognize the difference between a "quality" replacement part and its "bargain basement" equivalent. Besides, the majority of those individuals inclined to bring you - or try to bring you - their own parts, want to believe that what the old ...