Professional Standards and Ethics Flashcards

A customer asks a technician to remove the diesel particulate filter from their VW TDI to improve fuel economy. What is the correct response?

Answer: Decline, because removing emissions equipment violates the federal Clean Air Act

The Clean Air Act prohibits removing or making inoperative emissions control devices on road vehicles, and a customer waiver does not make it legal.

While repairing brakes, a technician notices a cracked CV boot that the customer did not ask about. What is the most professional action?

Answer: Document it and tell the customer before doing any additional work

Additional work requires customer authorization, but the technician should document and report what they found.

A technician finds a VW service procedure in ElsaPro that differs from what they learned on another brand. Which should they follow?

Answer: The manufacturer's current published repair procedure

Manufacturer procedures reflect the vehicle's specific engineering and keep warranty coverage and safety intact.

Under the federal Magnuson-Moss Warranty Act, a manufacturer generally cannot void a warranty simply because:

Answer: The owner had routine maintenance done at an independent shop

Magnuson-Moss bars tie-in conditions, so the use of independent service or aftermarket parts alone cannot void a warranty unless they caused the failure.

A technician accidentally scratches a customer's door panel during a repair. What is the ethical course of action?

Answer: Report it to the service manager so the shop can inform the customer and make it right

Being honest about damage you caused protects the customer's trust and the shop's reputation.

Which practice best protects a customer's vehicle interior during service?

Answer: Using seat covers, floor mats, and steering wheel covers

Protective covers prevent grease and dirt transfer and show respect for the customer's property.

A technician holding EPA Section 609 certification is allowed to:

Answer: Service motor vehicle A/C systems using approved recovery equipment

Section 609 certification covers motor vehicle A/C service and requires the use of approved recovery and recycling equipment.