Tale of two automotive service departments

We own two cars: A Honda Odyssey and a BMW 325i. Kim hauls the kids around in the Honda and I pamper the crap out of the BMW during my 1 mile drive to the park and ride each day of the week. Then, on the weekends, I drive it like a bat out of hell.

I’ve had both cars long enough to experience the service departments at each local dealer. And they couldn’t be more different from each other.

I noticed a light out on the instrument panel of the Honda the same day the new transmission was installed. So I took it back to Hinshaw’s Honda to see if they could fix it (the light worked before I took it in for repairs). I waited over 30 minutes in the service area and finally went up to the desk to see if I should come back later. The guy said, “Oh I forgot about you…what did you need again?”

Eventually a service technician escorted me to my car where I showed him the light that was out and this conversation took place:

Honda tech: “Yep, a bulb is out. We’ll have to pull the dash to get to it”

Me: “Wow, pull the entire dash?”

Honda tech: “That’s the only way to get to it. Maybe next time you come in for an oil change. It will take a few hours”

Me: “So I can’t just pull the instrument panel off to reach the bulbs like I did with my BMW? I can feel four screws that should remove the panel”

Honda tech: “Well….it takes special tool to remove those”

Me: “Like a Torx screwdriver?”

Honda tech: (visibly annoyed) “Those will release the whole dash. Most people wouldn’t attempt that”

Me: “I’ll search for instructions on the Honda forums. Thanks for your help”

I got in my van and drove home in a very grumpy mood having wasted an hour of my Saturday morning dealing with people who assume I know nothing about my car.

And that is the biggest difference I’ve noticed between Honda and BMW service departments. BMW assumes I’m a smart owner and doesn’t treat me like an idiot, whereas the Honda dealer believes I’m barely qualified to pump my own gas.

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A porch full of memories

Before I had my driver’s license or was interested in girls, I was expected to earn a little spending money by mowing lawns on the weekend. My dad and a few neighbors paid me five bucks a lawn, but the real money came from my grandparents who lived 30 miles south of Ogden, Utah in a city called Bountiful not far from Salt Lake City.

During the summer months my dad would drop me off at the main bus terminal, and I’d board a bus for the 90 minute ride at a cost of 75 cents each way. On the bus, I’d carry along a first generation Sony Walkman and a single a cassette from my favorite group at the time: Def Leppard. Songs from Pyromania had just started to hit MTV and I couldn’t get enough of them. I’m surprised I still have my hearing given how loud I’d crank those tunes through my headset.

The bus would drop me off about a mile from my grandparent’s house and I’d be so hyped up from “Rock of Ages” I’d sprint the entire stretch. My grandpa would be sitting on his porch waiting for me in a light blue chair that he probably purchased in the 1940’s. It was so retro that it was cool, but not very comfortable. He’d invite me inside where I’d start my work off with a Coke on the rocks. Growing up in a Mormon family, my parents didn’t see the need to stock our fridge full of Coke which made the event even more special. I felt like a rebel.

My grandpa had an old rotary mower that would cut a very narrow swath of grass at each pass. Luckily the lawn wasn’t very large and the only challenge was avoiding the many plums that would fall off the trees and clog the mower. My grandpa would watch me mow the front lawn from his chair, but would always move to the shady area off the back porch when I was ready to mow the backyard. When I’d finish up, I’d kick back on one of the old blue chairs that was cooled by the shade and chat with my grandpa. We’d talk about the latest sporting event such as the Utah Jazz, BYU or the Utes. He spoke so highly of the University of Utah that he had a great influence my choice to attend that school a few years later.

These Saturday afternoons were the only time I had the chance to chat with my grandpa alone. As I sat there listening to him talk I’d look at his face and see my father. His eyes and his facial expressions made me feel like I was listening to my father 20 years into the future. I loved listening to him tell me about many of the games where my father performed well. He could remember the intricate details of a certain pass for a touchdown or an important base hit. It was as if I had traveled back in time to watch my father play the sports I loved. Eventually my grandma would carefully walk down the stairs into the backyard to bring us more Coke and a cookie or crackers. We’d chat a little longer before I’d make my way over to my other grandparent’s home to mow their lawn. But before I’d leave, my grandpa would open his wallet and pull out a lot more money than I deserved. I’m sure he could have hired a neighbor kid to mow his lawn for a fraction of the cost. I guess grandson’s were on a different pay scale.

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So I’m a little sad to think think that my grandparents house is going up for sale this week. My grandpa passed away a few years ago and my grandma was recently moved into a care facility to live out the rest of her life. There’s no need to keep the house that was the backdrop to so many great memories over the years. It’s a smaller brick home with a single attached carport in a friendly neighborhood. I doubt it will be on the market long.

I’m glad I had those years where Saturday’s were spent mowing a few lawns and sipping Cokes in the shade with my grandpa. The extra cash was great for a fourteen year old. But the time spent in the shade, sitting on the old chair listening to my grandpa is what I’ll remember most.

Honda Odyssey back in business

We bought a Honda Odyssey just over three years ago and have enjoyed it a lot. It holds the four kids, our dog and piles of kid related stuff that I don’t understand. I don’t understand why my three year old daughter needs three pillows, two dolls and a Nintendo DS to make a trip across town. But I’ll leave that blog post to Kim.

But over the past few months our Odyssey would shift abruptly from first into second gear. It become increasing worse until this past week when it would not engage 2nd gear at all from a cold start. I took it to an independent Honda specialist called Auburn City Import, who diagnosed a major problem with the transmission. Bad news. But the service manager informed me that Honda had issued a warranty extension on our transmission and it would be fully covered at the local Honda dealer. He told me to expect to be quizzed and basically hassled. I asked him who he would recommend I talk to at Hinshaw’s Honda and he gave me the name, John Matteson, who is a service advisor.

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I called John and told him about the problem and asked when he could take a look at the van. I took it in the next morning and he quickly diagnosed the same problem Auburn City Import did. At this point I assumed that I’d be barraged with questions about how I had the van serviced, my driving habits and the like. But that never happened. John turned the monitor screen to me which displayed the transmission warranty extension sent to all Honda dealers and said, “We’ll take care it for you, no charge”. He ordered the transmission that day and installed it the next. We had some other maintenance performed at that time but the $5000 transmission replacement was done at no cost. I feel very lucky because we have 107,000 miles on our Odyssey and the recall is good up to only 109,000 miles. Had we taken another trip to Utah to see family we would have been outside the warranty extension restrictions.

I am very impressed with the high level of service John provided me and will return to Hinshaw’s the next time I’m in the market for a minivan. We took our van for a drive tonight and it’s much improved. It drives as well as it did nearly three years ago. I had the front brakes replaced too and it sure feels a lot more secure. I hope to get another couple of years out of it.

This specific problem affects the following Honda vehicles with automatic transmissions.

1999-2001 Honda Odyssey

2000-2001 Accord

2000-2001 Prelude

You can find the details of this Service Bulletin 02-061 at this link which opens a PDF.

It’s always fun when Grandpa Visits Seattle

When I finished college in 1994 and moved to Seattle for my first (or 2nd) real job, I didn’t plan on staying. I figured I’d gain a few years of experience, contact old friends back in Utah and eventually move back to Salt Lake City.

Other than a year stint in St. George, I’ve remained in the Seattle area going on 13 years and I couldn’t be happier. I enjoy living close to a big city and all the attractions that comes with it such as sporting events, concerts, diversity of culture and arts. Occasionally I miss the snow we had in Utah, but I don’t mind the mild temperatures of Seattle and I enjoy the rain.

But one thing we miss by living in Seattle is the proximity of family. Kim’s family all live in St. George, Utah with the exception of her brother who lives 90 minute north of us. My entire family lives in northern Utah so we’re lucky to see them once or twice a year. As our family has grown, it’s become more difficult to plan trips that revolve around seeing every family member. We see our parents a couple of times a year but our siblings don’t make the effort to come up this direction which means we don’t see them much.

This past weekend has been a treat having my father in town for a few days. We blessed our baby, Kai David Nordquist, in church today and my dad made the trip up for that special event. We gave Kai his middle named after my father. We took in a UW Husky basketball game yesterday and watched the Giants pull a major upset of the Patriots tonight. Basically, we hung out and talked about sports, family, church and technology.

Our kids love to see their grandfather. The pull his arms, hug his legs and generally maul him every waking minute of the day. He’s such a good sport with them. No wonder they can’t wait till he arrives and cry when he leaves. Kim’s parents are also fantastic with our kids. Grandparents have a unique way of making the kids feel special. I wish they could see them more than a few times each year.

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President Gordon B. Hinckley 1910-2008

I woke up this morning and stumbled downstairs just in time to watch President Hinckley’s funeral on the BYU channel. I’m glad my dad reminded me that the funeral was today or I would have missed it.

We turned on the TV to catch the beginning of the funeral service. My dad and I watched together as the speakers and Mormon Tabernacle Choir gave moving tributes to this great man. I especially enjoyed President Monson’s tribute when he explained how President Hinckley would use his cane for about anything other than walking.

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It’s hard to express in writing how I felt today. My heart was saddened, encouraged, and strengthened at the same time. I was inspired by the over 50 years of service he gave to the world. When I think back on his life I’ll remember his interview with Mike Wallace on 60 Minutes and The Family: A Proclamation to the World.

He become the 15th President of the Church of Jesus Christ of Latter Day Saints about 4 months after I moved to Seattle from Salt Lake City. He shocked most members of the church (and the church’s PR dept.) by holding an impromptu Q&A session with the press after he’d been sworn in as president. He deftly handled every question the press tossed at him which set the stage for his interview with Mike Wallace. From this interview came this great exchange which shows how he used humor to disarm one of the toughest, most skilled interviewers:

Mike Wallace: There are those who say, this is a gerontocracy, this is a church run by old men.

Gordon B. Hinckley: Isn’t it wonderful? To have a man of maturity at the head, a man of judgment, who isn’t blown about by every wind of doctrine?

Mike Wallace: Absolutely, as long as he’s not dotty.

Gordon B. Hinckley: Thank you for the compliment.

Near the end of the service, the Mormon Tabernacle Choir sang one of President Hinckley’s favorite songs called “My Shepherd Will Supply My Need” which was accompanied by an woman playing the Oboe. It was so soothing and so neat I sat there on the couch just stunned in amazement.

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I enjoyed getting to spend the day with my dad whom I don’t get to see very often. It was a neat experience to watch the funeral with my dad and with Kim. It was an emotional day. One I won’t forget.

Get a blog or I’ll take my business elsewhere

OK, I wouldn’t go quite that far. Yet.

But I find myself searching out the blogs of those businesses and individuals with which I choose to do business. And not just the online businesses, software or technology companies. I assume they have blogs and am disappointed when I find out they don’t. Netflix has one. SmugMug has one. So does 37 Signals as does the Windows Live Digital Memories Team.

It won’t be long before I expect my realtor, my doctor, my dentist and my accountant to have a blog. Why shouldn’t they? I want to know more about them than I can glean from a marketing brochure or ad in the yellow pages.  Basically I want to know what makes them tick. Those that jump in now will be that much further ahead.

Smart money is on my dentist to be the first to embrace blogging.