Version:�14.2 ©�2012�-�2013�Inter-Industry�Conference�On�Auto�Collision�Repair Textbook Intro�to�Collision Repair�Process Overview This�page�is�intentionally�left�blank. Textbook Intro�to�Collision�Repair�Process�Overview Contents Introduction.............................................................................................................................. 7 Obligations�To�The�Customer�And�Liability.......................................................................... 7 Intro�to�Collision�Repair�Process�Overview............................................................................ 11 The�Collision�Repair�Process.............................................................................................. 11 Structural�And�Non-Structural�Repair..................................................................................24 Electrical�And�Mechanical�Repair.......................................................................................31 Refinishing�And�Delivery.................................................................................................... 36 Table�of�Contents 3 This�page�is�intentionally�left�blank. Introduction This�page�is�intentionally�left�blank. Textbook Introduction Obligations�To�The�Customer�And�Liability • finish. Throughout�the�damage�analysis�and repair�process�the�repairer�and�insurer must:�communicate�with�each�other. • • • The�Collision�Repair�Industry�has an�obligation�to�correctly�repair�the customer’s�vehicle.�Collision�repairs�must be�performed�using: • • • • recommended�or�tested procedures�from�vehicle�makers, I-CAR,�and�other�research�and testing�organizations. quality�replacement�parts�and materials. repair�processes�and�parts�as written�and�agreed�upon�in�the repair�order. If�items�on�the�repair�agreement are�not�consistent�with�the�repair order,�it�can�be�considered�fraud. Performing�proper�collision�repairs requires�using�parts�and�procedures�that keep�remaining�warranties�intact. Collision�repairs�must�restore: • • • • • safety. structural�integrity. durability. performance. fit. Intro�to�Collision�Repair�Process�Overview maintain�constant�communication with�the�customer. be�in�agreement�with�each�other and�the�customer�on�how�repairs will�be�performed. inform�the�customer�of�any changes�in�the�repair�plan�from the�original�repair�agreement,�and explain�the�changes�and�why�they have�to�be�made. To�reduce�liability: • • • • make�sure�that�all�repairs�are performed�thoroughly,�correctly and�as�listed�in�damage�report. follow�proper�procedures. use�quality�replacement�parts�and materials. have�documentation�of�required repairs�with�detailed�record keeping�available�for�customers. 7 Textbook Introduction Technicians�are�considered�the experts�and�are�expected�to�be knowledgeable�on�how�to�perform a�quality�repair. Keeping�thorough�records�includes�more than�recording�the�date,�mileage,�and pre-existing�damage.�Record�keeping also�includes:�making�sure�all�notes�are legible. • • • • • • • the�policy�may�not�cover faulty�repairs,�leaving�liability responsibility�completely�on�the facility. a�shop�owner�may�find�that�repair facility�liability�coverage�may�not cover�the�full�amount�awarded�in a�lawsuit.�The�shop�owner�would have�to�pay�the�difference. verifying�the�repairs�that�were made�or�not�made. having�the�customer�sign�a waiver�for�repairs�that�they�do not�want�performed.�Repairers must�determine�their�liability�on not�repairing�safety�systems�such as�restraint�and�anti-lock�brake systems. keeping�computer�printouts�or worksheets�on�file�showing�wheel alignment�readings�or�vehicle dimensions�before�and�after repairs. keeping�scan�tool�printouts�and records�of�computer�codes�for airbag,�anti-lock�brake,�emission, and�powertrain�control�module (PCM)�systems.�attaching�the�OEM or�other�tested�procedure�printout to�the�vehicle�repair�order. keeping�receipts�for�all�sublet work�performed. Liability�insurance�that�covers�the�repair facility�may�not�always�cover�all�damages. For�example: Intro�to�Collision�Repair�Process�Overview 8 Intro�to�Collision Repair�Process Overview This�page�is�intentionally�left�blank. Textbook Intro�to�Collision�Repair�Process�Overview The�Collision�Repair�Process • Learning�objectives�for�this�module include: • • • • • • identifying�the�different�types�of collision�damage. explaining�the�creation�and function�of�a�damage�report. defining�repair�blueprinting�and supplements. explaining�insurance�policy basics. describing�vehicle�teardown�and parts�ordering. explaining�exterior�lighting,�and heating�and�cooling�systems. • collision�repair�process,�from when�the�vehicle�is�brought�into an�estimating�bay,�to�when�the vehicle�is�detailed�and�delivered�to the�customer. different�repair�areas�of�a�collision repair�facility�and�lists�common operations�performed�at�each�area. This�course�will�also�be�following�a collision-damaged�vehicle�through�the repair�process,�starting�with�the�creation of�the�damage�report.�You�will�watch�this vehicle�go�from�station�to�station,�and see�the�different�repair�processes�used�to restore�the�vehicle. Collision�damage�to�this�vehicle�looks�somewhat moderate,�but�further�examination�may�reveal�a more�serious�impact. The�collision�repair�process�requires�multiple�steps�in different�areas�of�a�repair�facility. A�vehicle�has�been�involved�in�a�collision. What�is�next?�From�the�time�the�vehicle is�driven�away�or�towed�away�from�the scene�of�the�accident,�what�are�the�steps involved�in�repairing�the�vehicle�to�its original�appearance�and�function? Collisions: • • are�a�common�occurrence�on�our roads,�highways,�and�parking�lots. can�result�in�damage�that�varies from�a�small�door�dent�to�severe damage�that�can�affect�the�entire structure�of�the�vehicle. This�course�provides�an�overview�of�the: Intro�to�Collision�Repair�Process�Overview 11 Textbook Intro�to�Collision�Repair�Process�Overview Determining�how�to�repair�collision damage�and�carry�out�the�repairs�requires skilled�professionals�with�considerable training�to�ensure�the�vehicle�is�as�durable and�safe�as�it�was�before�the�collision. A�vehicle�may�be�non-drivable�if some�mechanical�items�have�been damaged.�For�example,�if�there�is leaking�drivetrain�fluid�or�coolant fluid,�steering�issues,�or�problems with�the�suspension,�the�vehicle generally�should�not�be�driven until�repairs�have�been�made. This�vehicle�has�non-drivable�collision�damage. Collision�damage�may�be�categorized as: • • drivable�damage.�Drivable,�as the�name�implies,�means�that the�vehicle�can�still�be�driven following�a�collision.�This�may require�some�temporary�repairs to�make�the�vehicle�roadworthy. This�allows�the�owner�to�use�the vehicle�up�to�the�scheduled�repair date�at�the�collision�repair�facility. non-drivable�damage.�Nondrivable�damage�requires�the vehicle�to�be�towed�to�the collision�repair�facility,�impound/ tow�lot,�or�salvage�pool�to�await the�damage�report.�A�vehicle�is considered�non-drivable�when�any safety�systems�have�been�disabled from�the�collision.�For�example, if�an�airbag�has�deployed,�the vehicle�should�not�be�driven�until the�airbag�has�been�replaced�and the�system�is�working�properly. Intro�to�Collision�Repair�Process�Overview The�damage�report�is�used�to�determine�what�should be�repaired�and�what�parts�and�labor�should�be included. Before�any�repairs�are�started�on�the vehicle,�one�of�the�first�steps�in�the collision�repair�process�is�to�perform�a damage�inspection�and�write�a�damage report. In�the�collision�industry,�estimates�are often�referred�to�as�damage�reports. Other�common�names�for�damage�reports include�damage�appraisal,�and�visible damage�quote.�The�damage�report�will�be used�throughout�the�repair�process�as�a record�of�the: • • estimated�repair�costs. work�that�will�be�done�to�repair the�vehicle. 12 Textbook • Intro�to�Collision�Repair�Process�Overview pre-existing�damage�that�will�not be�included�as�part�of�the�collision repair�process. Additionally,�the�damage�report�is�used�to prevent�any�misunderstandings�between the�repairer,�insurer,�and�customer.�It�can be�considered�an�agreement�between the�three�parties�on�the�work�that�will�be done. Damage�reports�are�commonly�written�in�estimating bays�at�collision�repair�facilities. The�extent�of�damage�can�affect�where�the damage�report�is�written. For�example: • Damage�reports�have�additional�functions,�such�as the�authorization�for�work�to�begin. • Additional�functions�of�a�damage�report include�being�a: • • • • record�of�information�that�will�be needed�later�for�ordering�parts�and invoicing�the�insurer�(or�customer) for�the�completed�repairs. document�that�has�authorized work�to�begin�on�the�vehicle as�described.�Damage�reports typically�have�a�place�for�the vehicle�owner�to�sign,�authorizing the�repair�of�the�vehicle�to�begin. record�of�state�mandated disclosure�information�and information�regarding�customer rights�and�insurance�information. Intro�to�Collision�Repair�Process�Overview if�the�vehicle�is�drivable,�the estimator�can�drive�to�where�the customer�is�located,�such�as�work or�home. it�may�be�completed�at�a�drivein�claims�center�or�the�collision repair�facility�in�an�estimating�bay. if�the�vehicle�is�not�drivable,�the damage�report�is�written�at�the location�it�was�towed�after�the accident,�such�as�a�salvage�pool�or storage�area�at�the�collision�repair facility. Arrangements�may�need�to�be�made�by the�estimator/appraiser�to�access�the vehicle�for�estimating. 13 Textbook Intro�to�Collision�Repair�Process�Overview signs�of�previous�repairs�and�pre-existing damage. Volvo�XC90 A�visual�inspection�of�the�vehicle�underside can�reveal�damage�to�the�vehicle�structure�and mechanical�parts. The�first�step�in�assessing�damage�to�the vehicle�should�be�an�initial�inspection.�An initial�vehicle�inspection: • • • • • • gives�an�overview�of�the�damage. allows�visualizing�the�repair process�that�will�be�used. should�include�envisioning�the direction�and�force�of�the�impact. This�helps�determine�if�any�of�the damage�extends�beyond�the�area of�initial�impact. considers�the�collision�energy transfer�and�absorption. includes�looking�for�structural damage�indicators. may�include�asking�the�vehicle owner�if�there�have�been�any changes�in�the�handling�or operation�of�the�vehicle,�provided it�has�been�driven�since�the collision. Some�damage�may�be�hidden�and�not�found�until repairs�have�begun,�such�as�on�this�Volvo�XC90�floor pan. Initial�inspections�may�not�always include�all�the�collision-related�damage, especially�with�heavier�impacts.�Some�of the�damage�may: • • be�hidden�behind�panels�and�not revealed�until�adjacent�parts�are removed. require�being�added�to�a�damage report�as�new�items.�These�are called�supplements.�Supplements to�a�damage�report�require the�approval�of�the�insurance company�and�the�vehicle�owner. When�doing�an�initial�vehicle�inspection, it�will�be�determined�whether�or�not�the vehicle�can�be�safely�and�economically repaired.�This�requires�looking�for�damage related�to�the�collision,�and�looking�for Intro�to�Collision�Repair�Process�Overview 14 Textbook Intro�to�Collision�Repair�Process�Overview an�estimator�or�production�manager�at a�repair�facility.�It�may�also�be�written by�a�representative�from�the�insurance company.�This�person�is�called�an auto�physical�damage�appraiser�or estimator.�There�are�also�independent appraisers�/�adjusters�that�can�be�hired�by an�insurance�company�to�write�damage reports. Wheel�alignment�operations�are�often�a�sublet operation. Not�all�collision�repair�facilities�are equipped�to�handle�all�types�of�repairs. For�example,�many�facilities�may�not�own a�wheel�alignment�machine,�either�due�to space�issues�or�expense�issues.�In�these instances,�the�repair�is: • • When�writing�the�damage�report,�an�auto physical�damage�appraiser�generally�starts with�basic�information�such�as: • • • customer�name,�address,�and contact�information. insurance�company�information and�policy�information. vehicle�identification. handed�over�to�another�repair facility�to�complete�these operations. called�a�sublet�repair�and�is�also added�to�the�damage�report. Measuring�quick�checks�may�be�made�to�determine if�there�is�structural�damage�(left).�Inconsistent�panel gaps�can�be�a�good�indicator�of�structural�damage (right). One�of�the�first�steps�in�writing�a�damage�report�is�to gather�information�from�the�customer. The�person�responsible�for�the�damage report�may�vary.�It�may�be�written�by Intro�to�Collision�Repair�Process�Overview Next,�the�appraiser�will�follow�a systematic�approach�for�looking�at�the vehicle�damage,�perhaps�starting�at�the point�of�impact�and�working�toward the�opposite�side�of�the�vehicle.�Clues to�the�type�and�extent�of�damage�are 15 Textbook Intro�to�Collision�Repair�Process�Overview commonly�provided�by�visual�indicators, such�as�inconsistent�gaps�between�panels, however,�panel�gaps�do�not�always provide�an�adequate�measure�of�the extent�of�damage.�Three-dimensional measuring�may�be�required.�There�are�a variety�of�machines�available�that�provide quick�three-dimensional�measurements without�having�to�mount�the�vehicle�on a�frame�machine.�Verifying�the�extent of�damage�with�quick�measurements will�help�determine�the�repair�plan�and damage�report. Throughout�the�damage�report�writing process,�the�damage�appraiser�will determine�which�parts�can�be�repaired and�which�parts�must�be�replaced.�This decision�is�based�on: • • • extent�of�damage�to�a�part. Exterior�panels,�such�as�door�skins or�quarter�panels,�may�require extensive�repair.�A�decision�will have�to�be�made�as�to�whether the�part�should�be�repaired�or replaced�based�on�time�to�repair and�durability�of�the�repair. repairability�of�a�part.�In�some instances,�depending�on�the construction�material�type,�even minor�damage,�may�not�be repairable�due�to�weakening�the strength�of�the�material�if�repairs are�done�to�it. vehicle�maker�recommendations. Some�vehicle�makers�will state�that�a�part�should�not�be repaired�due�to�concerns�of future�performance�in�subsequent collisions. Intro�to�Collision�Repair�Process�Overview Parts�may�be�completely�replaced�or partially�replaced.�This�decision�is�based on�the�vehicle�maker’s�recommendations. While�partial�replacement,�either�at factory�seams�or�sectioning,�may�save time�by�reducing�the�amount�of�intrusion into�the�vehicle�structure,�some�parts are�not�good�candidates�due�to�their extremely�high�strength,�their�and/or function�with�regard�to�occupant�safety,�or their�construction�configuration. During�the�damage�report�writing�process, the�appraiser�will�also�determine�the amount�of�time�required�for�specific repair�processes,�and�cost�for�various�parts and�materials�required�to�complete�the repair. Part�removal�can�be�helpful�in�identifying�hidden damage. In�some�instances,�partial�vehicle teardown�may�be�required�during�the damage�analysis�to�find�any�hidden damage.�The�more�thorough�the inspection,�the�less�likely�a�supplement will�need�to�be�filed.�Supplements�that�are created�after�work�has�started�can�lead�to delays�in�the�repair,�since: 16 Textbook • • Intro�to�Collision�Repair�Process�Overview additional�parts�may�have�to�be ordered. authorization�will�need�to�be obtained. Part�of�the�blueprinting�process�is�to�take�pictures�of the�damaged�areas. To�assist�in�the�repair�process,�some�repair facilities�may�create�a�“repair�blueprint” to�ensure�a�smooth�and�continuous repair�from�start�to�finish.�The�blueprint�is designed�to: • • • • see�the�entire�repair�picture�before repairs�are�started.�This�allows the�vehicle�to�enter�the�“repair stream”�and�continue�without stopping. identify�all�parts�needed,�down�to the�clips,�moldings,�and�one-timeuse�fasteners. determine�any�sublet�work. find�any�hidden�damage. More�information�on�the�blueprinting process�can�be�found�in�the�I�CAR�live instruction�course�Blueprinting�Process and�Damage�Discovery�(BLU01). Intro�to�Collision�Repair�Process�Overview Video:�Creating�A�Vehicle�Damage Report Refer�to�"Video:�Creating�A�Vehicle Damage�Report"�in�the�presentation.�The video�shows�what�the�appraiser�looks�for when�writing�a�typical�estimate. Creating�A�Vehicle�Damage�Report HOST�1:�Today,�we’re�working�on�a�2007 Honda�Pilot.�As�you�can�see,�we�have moderate�damage�in�the�left�fender�area. Now�one�of�the�first�steps�in�the�collision repair�process�is�to�write�a�damage estimate�for�the�repair.�What�the�damage estimate�allows�us�to�do�is�to�order�the parts�that�are�necessary�for�the�repair, also�to�verify�the�extent�of�damage,�and to�develop�a�repair�plan.�Steve,�can�you go�over�what�we’re�going�to�have�to�do�in order�to�write�a�damage�estimate�for�this vehicle? HOST�2:�Certainly,�let’s�start�out�by�taking a�look�at�some�of�the�more�obvious damage�on�this�vehicle.�The�area�of�direct impact�includes�the�edge�of�the�hood,�and the�fender�assembly�which�will�require replacement.�The�locator�pins�have�been broken�off�the�headlight�assembly,�so that�will�need�to�be�replaced.�The�impact caused�the�fender�to�move�rearward 17 Textbook slightly,�causing�damage�to�the�front�edge of�the�front�door.�This�damage,�because it’s�minor,�can�be�straightened. HOST�1:�Now�the�damage�to�the�fender looks�pretty�deep,�do�you�think�we�have any�damage�to�the�inner�structure? HOST�2:�Yeah,�it�appears�as�though�we have�some�damage�on�the�upper�fender rail�and�the�radiator�core�support.�Let’s take�a�closer�look. From�inside�the�engine�compartment,�we can�see�that�there’s�minor�damage�to�the radiator�support.�We�can�also�see�damage to�the�fender�mounting�bracket,�and�the upper�rail�and�apron�assembly.�We’ll have�to�check�with�Honda�collision�repair information�to�determine�if�the�upper�rail needs�to�be�replaced�at�factory�seams�or�if it�can�be�sectioned. HOST�1:�Now�Steve,�what�about�the bumper�cover?�It�looks�like�we�have some�minor�deformation�here,�and�extra panel�gap�there.�Do�you�think�there’s�any damage�to�the�bumper�cover�itself? HOST�2:�You�know,�it's�really�hard�to tell.�I�think�based�on�the�inspection�we’ve done�so�far,�we�really�need�to�do�some teardown�on�this�vehicle�to�make�sure that�we’ve�found�all�the�damage�and�to identify�all�the�parts�we�need�to�order�so once�we�start�the�repair,�we�don’t�run�into any�problems. Intro�to�Collision�Repair�Process�Overview Intro�to�Collision�Repair�Process�Overview HOST�1:�So�what�parts�do�we�need�to remove�as�part�of�the�teardown�process? HOST�2:�We’ll�remove�the�hood,�the fender,�the�bumper�cover,�the�headlight assembly,�and�the�air�cleaner�assembly inside�the�engine�compartment.�That should�give�us�the�access�we�need�to locate�all�the�damage�and�to�get�our�parts ordered. HOST�1:�Okay�Steve,�we�have�our�boltedon�parts�removed�from�our�vehicle.�Is there�any�additional�damage�that�we didn’t�see�during�our�initial�inspection? HOST�2:�No,�actually,�I�don’t�see�any surprises�here,�which�is�good.�We�did get�a�better�look�at�the�radiator�support, and�the�damage�is�minor.�We’ll�definitely be�able�to�repair�that.�And�it�doesn’t really�look�like�our�upper�rail�assembly is�damaged�at�all.�We’re�going�to�make sure�it�hasn’t�moved�out�of�position�when we�do�some�measuring�after�getting�it�on the�rack�a�little�bit�later�on.�But�we�can see�that�we�have�to�replace�the�upper fender�mounting�bracket�and�the�apron assembly�as�well.�So�that’s�about�the extent�of�structural�repair�that�we’ll�have to�deal�with�on�this�vehicle. HOST�1:�What�about�our�bumper�cover here? HOST�2:�Well,�the�teardown�did�allow us�to�get�a�lot�better�look�at�the�bumper cover�as�well,�and�fortunately,�there�is�no damage�there,�so�we�shouldn’t�have�any 18 Textbook repair�issues�related�to�the�bumper�cover on�this�job. HOST�1:�Okay,�it�looks�like�we’ve identified�all�the�area�of�damage�in�the area�of�direct�impact.�Now�how�do�we determine�if�damage�has�radiated�further into�the�vehicle? HOST�2:�By�doing�some�quick�checks using�measuring.�On�this�vehicle,�we haven’t�measured�it�yet,�because�we�know that�we�have�some�structural�damage�in the�upperbody�of�this�vehicle.�This�vehicle is�going�to�be�measured�when�we�put�it on�the�rack�when�we�do�our�structural repairs,�so�we’ll�do�it�at�that�point.�We knew�that�our�damage�was�limited�to�this area�because�of�the�way�it�was�damaged. However,�on�other�vehicles,�we�may want�to�do�one�of�those�quick-check measurements�using�three�dimensional portable�electronic�equipment�that’s�made for�doing�damage�analysis�measuring,�or we�can�just�use�a�tram�bar,�referencing point-to-point�measurements�to�help determine�if�damage�is�limited�to�the�area of�direct�damage�or�if�it's�radiated�further into�the�structure.�Other�quick�checks include�looking�at�the�panel�gaps,�making sure�the�gaps�aren’t�too�wide,�or�too�tight, and�make�sure�that�they’re�even�from top�to�bottom.�Another�quick�check�is to�check�for�correct�door�operation.�The door�should�open�smoothly,�it�should�not drop�down�or�jump�up�when�it's�opened. You�also�want�to�make�sure�that�the�door fit�and�panel�alignment�is�correct�all�the way�across�the�panel. Intro�to�Collision�Repair�Process�Overview Intro�to�Collision�Repair�Process�Overview HOST�1:�Well,�it�looks�like�we�have�a handle�on�what�it’s�going�to�take�to�repair this�vehicle.�Steve,�why�is�it�so�important to�write�an�accurate�estimate? HOST�2:�Well,�first�of�all,�it�gives�us�the ability�to�do�an�accurate�parts�order�and to�determine�how�many�hours�this�repair is�going�to�take.�And�that�will�allow�us�to schedule�a�vehicle�into�the�workflow�of the�facility,�and�then�produce�an�effective repair�and�get�the�vehicle�delivered�to�the customer�on�time�as�promised. Insurance�policies�differ�according�to�what�insurance companies�offer�and�what�customers�wish�to purchase. Since�the�majority�of�collision�repairs have�some�type�of�insurance�company involvement,�it�is�recommended�for insurers�to�go�over�the�customer’s insurance�policy�with�the�customer�before repairs�have�begun.�Knowledge�of�some basic�insurance�company�practices�and types�of�policies�is�helpful�when�dealing with�customers. Collision�insurance�covers�damage�to�a policyholder’s�vehicle�due�to�a�collision and�usually�includes�a�deductible.�The 19 Textbook Intro�to�Collision�Repair�Process�Overview deductible�portion�of�the�policy�may have�to�be�explained�to�the�customer. The�explanation�may�include�that�the deductible: • • • • may�be�an�area�of�conflict between�the�customer,�the�insurer, and�the�collision�repair�facility. It�is�necessary�for�the�collision repair�representative�to�explain�the insured’s�responsibilities�to�avoid conflicts�before�repairs�begin. is�a�portion�of�the�claim�amount that�must�be�paid�by�the�policy holder. may�be�different�amounts depending�on�the�type�of coverage. is�paid�regardless�of�who�is�at fault. Comprehensive�insurance�covers�the policyholder’s�physical�property�for�noncollision�related�damage.�Some�examples include�hail,�fire,�theft,�or�damage�from hitting�animals. Some�insurance�policies�have�items�that will�not�be�covered�in�the�event�of�a�loss. These�excluded�items�are�usually�listed�in the�declarations�page�of�the�policy.�Most policies�have�limits�to�the�amount�the insurer�will�be�held�accountable�for. Totaled�vehicles�go�to�the�recyclers�where�they are�stripped�of�usable�parts�and�the�scrap�metal�is recycled. Following�the�damage�report�writing process,�the�auto�physical�damage appraiser�should�determine�if�a�vehicle can�be�repaired�in�a�manner�that�is economical�or�if�the�vehicle�should be�declared�a�total�loss.�A�total�loss�is when�the�cost�of�repairs�exceeds�a�predetermined�percentage�of�the�vehicle’s value. Vehicles�that�have�been�totaled�may�still have�a�salvaged�vehicle�value.�Salvaged vehicles�may�be�sold�to: • • • recyclers,�where�usable�parts�are removed�and�reused. rebuilders,�where�the�vehicle is�repaired�and�placed�back�in service. the�owner�of�the�vehicle,�who�can then�arrange�for�repairs�without insurance�company�involvement. Most�states�have�an�inspection�process that�must�be�completed�before�a�salvaged vehicle�can�be�registered. Intro�to�Collision�Repair�Process�Overview 20 Textbook Intro�to�Collision�Repair�Process�Overview Vehicles�that�do�not�have�a�salvage�value will�be�classified�as�junk,�and�cannot�be repaired�according�to�the�law.�Recyclers may�purchase�these�vehicles�and�remove any�working�or�undamaged�parts.�The remaining�sheet�metal�structure�will�then be�recycled. When�ordering�parts�from�the�vehicle maker,�vehicle�identification�numbers (VINs)�are�often�required�by�the�part supplier�to�ensure�that�the�part�will�match the�vehicle�being�repaired.�If�a�part�is ordered�using�simply�the�make�and�model of�the�vehicle,�it�may�not�match�due�to mid-year�changes�in�the�vehicle�design. Vehicle�identification�numbers�(VINs)�are�used�for ordering�parts�to�help�ensure�the�parts�match�the vehicle�being�repaired. The�replacement�part�should�be�verified�for�proper shape�and�contour�when�it�is�received. Once�the�damage�report�writing�process is�complete�and�the�customer,�insurer,�and repairer�have�agreed�to�the�repairs,�the repairs�may�be�started.�One�of�the�first steps�is�to�order�parts�for�the�repair.�When writing�the�damage�report,�it: Collision�repair�facilities�generally�do not�begin�repairs�until�all�parts�have been�received�from�the�suppliers,�and verified�that�they�match�the�vehicle being�repaired.�Verification�steps�include making�sure: • • should�have�been�determined which�types�of�parts�to�order, such�as�new�parts�from�the vehicle�maker,�aftermarket�parts, reconditioned�parts,�or�recycled parts. may�be�noted�to�the�customer�that regardless�of�which�type�of�part is�ordered,�almost�all�sheet�metal parts�have�warranties�from�the repairer�and�insurer�for�corrosion and�performance. Intro�to�Collision�Repair�Process�Overview • • • • it�is�for�the�proper�side�of�the vehicle�(right�or�left). the�part�has�the�correct�shape and�contours�as�the�part�being replaced. the�part�does�not�have�any unexpected�damage. any�associated�clips,�moldings, and�fasteners�have�been�included with�the�parts. 21 Textbook Intro�to�Collision�Repair�Process�Overview Repair�facilities�that�start�repairs�before a�part�arrives�may�be�taking�a�risk�since some�parts�may�be�out�of�stock,�delaying the�delivery�time.�Also,�the�wrong�part may�be�delivered,�or�the�delivered�part may�be�in�an�unacceptable�condition, requiring�a�return. If�the�customer�was�driving�the�vehicle and�dropped�it�off�for�repairs,�the�length of�time�the�customer�is�without�a�vehicle has�now�been�extended�while�the�repair facility�waits�for�new�parts.�Additionally, if�the�vehicle�has�been�disassembled�and entered�into�the�repair�facility’s�work stream,�it�must�now�be�removed�and replaced�with�a�different�vehicle�that�can be�repaired�while�waiting�for�new�parts�to arrive,�creating�inefficiencies�in�the�repair process. Removing�parts�adjacent�to�the�damage�is�required before�repairs�may�begin. Once�the�parts�have�been�received and�verified,�the�vehicle�can�enter�the workflow�stream�of�the�repair�facility. Repairs�may�begin�with�the�teardown�of the�vehicle,�which�may�include: • removal�of�bolt-on�sheet�metal�in the�repair�area. Intro�to�Collision�Repair�Process�Overview • • • • • removal�of�any�adjacent�interior and�exterior�trim�panels. removal�of�moldings. protecting�the�interior�of�the vehicle�with�floor�mats,�seat covers,�wheel�covers,�etc. taking�pictures�of�the�disassembly to�help�during�the�reassembly process. recording�any�presets�if�the�repair will�require�disconnecting�the battery. If�a�teardown�was�not�done�during�the initial�estimate�or�blueprinting�process, it�is�possible�that�supplements�may�be submitted�at�this�point.�Removal�of�trim panels,�carpeting,�and�sheet�metal�often provides�a�better�view�of�the�damaged area. Evacuating�and�recharging�of�air�conditioning�system parts�requires�a�technician�that�is�certified�by�an�EPAapproved�training�program. The�major�parts�that�make�up: • • a�cooling�system�include�the radiator,�hoses�and�lines,�heater core,�water�pump,�and�fan. an�air�conditioning�system�include the�compressor,�condenser, 22 Textbook Intro�to�Collision�Repair�Process�Overview cooling�fan,�blower�fan, evaporator,�accumulator,�etc. Most�of�these�parts�are�located�up�front behind�the�grille,�which�means�in�a�front collision,�these�parts�are�commonly damaged.�When�body�parts�are�being repaired,�such�as�the�radiator�core support,�front�rails�–�upper�and�lower,�and aprons,�etc.,�these�mechanical�parts�are often�removed�during�the�disassembly processes. The�headlamp�on�this�vehicle�is�equipped�with adaptive�front�lighting. Both�the�heating�and�air�conditioning systems�contain�hazardous�materials, such�as�coolant,�refrigerant,�oils,�etc.,�that must�be�recovered�during�the�disassembly process.�Materials�such�as�the�R-134a�air conditioning�refrigerant�and�the�coolant can�be�recycled�and�put�back�into�the vehicle�once�the�system�is�repaired�and reassembled. Exterior�lamps,�such�as�headlamps,�tail lamps,�fog�lamps,�turning�signals,�highmount�brake�lamps,�and�backup�lamps may�require�removal�if�the�rear�or�front structure�was�damaged.�Headlamps�in particular,�have�increased�the�number of�options�available,�making�basic removal�procedures�a�little�more�complex. Headlamp�features�may�include: Any�technician�that�works�on�an�air conditioning�system�must�be�certified by�passing�a�training�program�approved by�the�Environmental�Protection�Agency (EPA).�Additionally,�the�refrigerant recovery�equipment�must�also�be�EPAcertified. • • • auto-leveling,�which�returns�the headlamps�to�the�proper�position if�the�vehicle�is�loaded�unevenly. adaptive�front�lighting,�which�is used�to�turn�the�headlamps�and illuminate�the�side�of�the�road when�driving�around�corners. high-beam�assist,�which�turns�the high�beams�off�when�a�vehicle approaches�oncoming�traffic,�or approaches�a�vehicle�from�the rear. These�new�technologies�require technicians�to�have�access�to�service information�to�be�familiar�with�removal and�installation�procedures.�Removal of�these�headlamp�systems�may�require removal�of�the�bumper�assembly Intro�to�Collision�Repair�Process�Overview 23 Textbook Intro�to�Collision�Repair�Process�Overview and�fender,�and�initialization�upon reassembly. Information�discussed�in�this�module included: • • • • • • the�different�types�of�collision damage. the�creation�and�function�of�a damage�report. repair�blueprinting�and supplements. insurance�policy�basics. vehicle�teardown�and�parts ordering. exterior�lighting,�and�heating�and cooling�systems. Structural�And�Non-Structural�Repair Learning�objectives�for�this�module include: • • • • explaining�why�vehicles�are measured�and�considerations�for straightening. explaining�structural�part�repairs and�replacement. explaining�exterior�panel�and�nonstructural�repairs. discussing�the�role�of�stationary glass�and�replacement considerations. Intro�to�Collision�Repair�Process�Overview Vehicles�with�structural�damage�must�be�pulled�back to�original�specifications�(left).�Three-dimensional measuring�systems�are�used�to�ensure�specific�points on�the�vehicle�are�at�the�proper�length,�height,�and width�(right). If�it�has�been�determined�that�a�vehicle requires�structural�repair,�it�will�be mounted�to�a�frame�machine�where�the vehicle�is�restored�to�proper�dimensions. The�three-dimensional�measuring�system used�may�be�dependent�on�vehicle�maker recommendations.�Some�vehicle�makers may: • • recommend�a�fixture-type�system. have�no�preference�other than�making�sure�the�vehicle is�measured�with�a�threedimensional�measuring�system. 24 Textbook Intro�to�Collision�Repair�Process�Overview If�heat�is�allowed,�it�must�be�monitored�to�make�sure excessive�heat�is�not�applied. During�the�straightening�process,�metal may�be�heated�and�stress-relieved�to�bring the�vehicle�back�to�the�proper�shape. However,�with�the�addition�of�new�highstrength�steels�to�many�vehicle�designs, such�as�boron-alloyed�steel,�the�use�of heat�is�being�allowed�less�often�as�heat destroys�the�strength.�Even�mild�steel�may have�its�strength�and�integrity�altered�if excessive�heat�is�used.�Some�steels�may: • • be�too�strong�to�straighten�without damaging�the�part. require�the�part�to�be�replaced even�if�it�has�moderate�damage. The�B-pillar�on�this�vehicle�has�been�sectioned at�the�top�according�to�the�vehicle�maker’s recommendations. Structural�parts�that�cannot�be straightened�will�be�replaced�either�at factory�seams�or�at�a�sectioning�location. To�complete�this�type�of�repair,�access�to vehicle�service�information�is�critical�in determining�whether�or�not�sectioning is�allowed.�If�sectioning�is�allowed,�the service�information�will�indicate�the: • • cutting�locations. joint�recommendations. Some�vehicle�makers,�such�as�GM,�offer free�collision�repair�information.�Others have�a�fee�based�on�the�length�of�time�for the�subscription. With�recent�advancements�in�structural steel,�technicians�must�know�what�they are�working�with�before�beginning�repairs. This�can�determine�which�type�of�welding equipment�to�use�in�addition�to�the�type of�cutting�tools.�Steel�that�is�very�strong will�require�different�cutting�bits�and blades�compared�to�a�milder�and�softer steel. Intro�to�Collision�Repair�Process�Overview 25 Textbook Video:�Structural�Repairs Intro�to�Collision�Repair�Process�Overview HOST�2:�Our�next�step�is�to�remove�any adjacent�parts�to�the�apron�assembly.�This includes�the�brake�control�module,�the battery,�and�the�air�intake�system.�We’re doing�this�to�make�sure�that�we�both�have full�access�to�the�repair�area,�and�so�we don’t�damage�any�of�the�parts. HOST�1:�All�right,�sounds�good,�we’ll�let you�get�started�then. Structural�Repairs HOST�1:�As�we�found�out�during�the estimating�process,�we’re�going�to�be replacing�the�apron�assembly�here. We’re�also�going�to�be�straightening�the upper�rail�and�the�end�of�the�radiator core�support.�In�order�to�do�that,�we brought�the�vehicle�here�to�the�structural repair�area.�Eddie,�could�you�give�us�an overview�of�the�structural�repair�area,�and also�tell�us�a�little�bit�about�how�you’re going�to�be�fixing�our�vehicle? HOST�2:�Absolutely,�the�structural repair�area�is�used�to�measure�vehicle misalignment,�to�do�structural�repairs, and�to�remove�and�replace�structural parts.�The�structural�damage�on�this vehicle�is�very�light,�but�we’re�still�going to�measure�the�upper�rail�and�the�radiator core�support�to�make�sure�they�fall�within specs.�On�this�vehicle,�chances�are�we’re not�going�to�have�to�do�any�structural pulling. HOST�1:�So�I�see�our�vehicle�is�mounted on�the�frame�rack,�what’s�going�to�be�the next�step�in�the�repair�process? Intro�to�Collision�Repair�Process�Overview HOST�1:�OK�Eddie,�it�looks�like�we have�our�repair�completed�on�the�front structure,�what's�next�on�the�repair process? HOST�2:�We’re�going�to�check�over�the repair�again�and�make�sure�that�all�the welds�have�been�made,�and�that�they’ve all�been�dressed.�That,�and�we’re�going�to move�our�vehicle�into�the�non-structural repair�area,�where�we�will�fix�the�damage on�the�door.�After�that,�we’re�going�to move�it�into�the�paint�booth�to�start�the refinishing�process. This�bumper�cover�is�being�repaired�by�applying�an adhesive�to�the�backside. While�structural�damage�is�not uncommon�in�a�collision�repair�facility, 26 Textbook Intro�to�Collision�Repair�Process�Overview a�large�portion�of�collision�repairs�are�for exterior�panels�and�bumpers.�Types�of damage�range�from�hail�dents�and�door dings�to�crumpled-up�quarter�panels. There�are�generally�more�repair�options for�exterior�body�panels�compared�to structural�panels,�and�the�decision�to repair�or�replace�the�panel�is�more subjective�when�compared�to�structural part�repair�options. The�different�repair�options�for�exterior panels�include: • • • repairing�the�part. partial�replacement�of�the�part. For�example,�this�may�include sectioning�a�quarter�panel�or�a door�skin. complete�replacement�of�the�part. The�determination�of�which�is�done�is based�on�the�extent�of�damage�and�the durability�of�the�repair.�It�is�also�important to�consider�the�customer’s�expectations when�making�these�decisions.�Some vehicle�makers�may�have�specific procedures�for�repair�or�replacement�of damaged�exterior�body�panels. Intro�to�Collision�Repair�Process�Overview Primer�was�applied�to�the�repaired�area�of�this quarter�panel,�and�the�remainder�was�scuffed�in preparation�for�refinishing. If�the�decision�has�been�made�to�repair the�panel,�the�process�usually�consists of: • • • • • removing�the�majority�of�the damage�by�metal�straightening techniques. applying�body�filler�to�the damaged�area. sanding�the�body�filler�to�the contour�of�the�panel. applying�primer-surfacer�to�the repair�area�to�fill�minor�surface imperfections�before�refinishing. refinishing�to�match�the�previous finish. 27 Textbook Intro�to�Collision�Repair�Process�Overview Toyota Picks�and�special�tools�are�used�to�perform�paintless dent�removal,�such�as�on�the�hood�of�this�Toyota. Another�type�of�straightening�process�is called�paintless�dent�repair�(PDR)�and�is used�for�small,�mild�dents.�The�option may�be�used�based�on�the�extent�of damage�and�consists�of: • • • removing�the�damage�without refinishing. using�special�tools�and�equipment to�remove�dents�without�damaging the�finish. using�a�specialized�technique�to work�out�small�dents�from�the backside�of�the�panel. Partial�replacement�of�this�quarter�panel�required�the panel�to�be�sectioned�in�the�dogleg�area�and�spot welded�in�place�(left).�This�panel�was�spot�welded and�bonded�over�the�wheelhouse�(right). If�the�decision�has�been�made�to�remove the�damage,�either�by�partial�replacement or�complete�replacement�at�factory�seams, decisions�will�also�have�to�be�made about�how�the�replacement�panel�will�be installed.�Often�times,�the�procedure�is provided�by�the�vehicle�maker,�however,�it may�also�be�left�up�to�the�repairer�to�make the�replacement�decision. Exterior�steel�panels�are�commonly attached�at�the�factory�with�spot�welds, adhesives,�a�combination�of�both,�and laser�welds.�During�panel�replacement: • • • Intro�to�Collision�Repair�Process�Overview spot�welds�and�plug�welds�are�the most�common�method�used�to attach�panels�that�were�originally spot�welded�to�the�vehicle structure. laser�welds�cannot�be�replicated in�a�collision�repair�facility,�so are�substituted�with�a�different attachment�method. adhesives�are�being�used�as�some vehicle�makers�approve�the�use of�adhesive�for�attaching�exterior 28 Textbook Intro�to�Collision�Repair�Process�Overview body�panels,�either�alone�or�in combination�with�welding. Similar�to�the�panel�replacement recommendations,�panel�attachment method�recommendations�are�also commonly�provided�by�the�vehicle maker. Following�the�repair,�an�inspection�should be�conducted�to�verify�that�the�repairs were�properly�made.�This�may�require checking�panel�alignment�and�contours, weld�quality,�fasteners,�body�filler,�and primer�application. Video:�Non-Structural�Repair HOST�2:�Absolutely,�there�was�a�little damage�to�the�leading�edge�of�our�front door�from�the�fender�being�pushed�back into�it.�I�used�a�hammer�and�dolly�to straighten�the�damage,�and�then�used a�lightweight�body�filler�to�fill�in�the contour.�After�this,�we’re�going�to�move it�into�the�paint�booth,�and�use�a�primersurfacer�to�fill�in�any�imperfections. HOST�1:�Sounds�pretty�straightforward. Now�can�you�show�us�some�of�the�tools that�are�commonly�used�in�the�nonstructural�repair�area? HOST�2:�Absolutely,�I�have�a�few�tools laid�out�on�a�worktable�that�we�can�look at. HOST�1:�OK�Eddie,�I�see�you�have�several tools�set�out�for�us�here,�can�you�go through�each�one�and�give�us�an�overview of�what�they’re�used�for�and�maybe�let's start�with�this�one�right�here. Non-Structural�Repair HOST�1:�The�next�step�in�the�collision repair�process�is�to�remove�any�cosmetic damage�from�the�exterior�body�panels. And�to�do�that,�we�bring�the�vehicle�here, to�the�non-structural�repair�area.�It’s�here we�remove�dents�and�dings�from�panels such�as�the�fenders,�or�the�roofs,�or�the rear�body�panels.�Now�Eddie,�it�looks�like you’ve�already�begun�on�our�door,�can you�tell�us�a�little�bit�about�what�you’ve done,�and�what�you�have�left�to�do? Intro�to�Collision�Repair�Process�Overview HOST�2:�What�we�have�here�is�a�body hammer�and�body�dolly.�These�are�used to�repair�small�dents�to�moderately�large ones.�These�tools�can�only�be�used�when you�have�access�to�both�sides�of�the repair. HOST�1:�Can�you�show�us�how�they’re used�on�the�panel�over�here? HOST�2:�Sure�can.�What�you�want�to do�is�apply�the�dolly�to�the�backside�of the�repair�area�and�lightly�tap�around 29 Textbook the�repair�area,�making�sure�that�you�do not�tap�on�top�of�the�dolly,�which�would cause�stretching�of�the�metal. HOST�1:�OK,�well�that�looks�pretty straightforward.�Now�what�about�this�tool here? HOST�2:�Well,�what�we�have�here�is called�a�dual-action�sander,�or�commonly called�a�DA�sander.�A�dual�action�sander is�used�for�repair�and�refinishing�of�the body�surface�on�a�vehicle. HOST�1:�OK�sounds�good.�Now�this�looks like�an�interesting�piece�of�equipment. Can�you�give�us�an�overview�of�how�this works? HOST�2:�Yes�I�can,�this�is�called�a�stud welder�and�you�use�this�when�you�do�not have�access�to�the�backside�of�the�repair area.�The�gun�is�controlled�by�the�lower portion�of�the�machine. Intro�to�Collision�Repair�Process�Overview damage,�we’re�going�to�have�to�install�a few�more�studs. Now�that�we�have�all�the�studs�in�place, we�have�to�use�a�few�more�tools�in�order to�finish�the�repair�process.�This�includes a�slide�hammer�and�a�body�hammer. We’re�going�to�insert�the�hammer�on the�stud�and�slide�back�the�locking mechanism�so�that�it’s�fully�secured.�Then, we’re�going�to�slowly�pull�back,�applying medium�pressure,�and�use�a�hammer�to slowly�pound�out�the�dent.�If�the�damage is�really�bad,�we�can�take�a�slide�hammer and�lightly�tap�to�force�the�metal�out. We’re�going�to�work�from�the�lightest damage�to�the�most�severe�damage. HOST�1:�There�are�a�lot�of�tools�used in�the�non-structural�repair�area.�Today we�just�looked�at�a�couple.�The�number of�tools�that�you�use�and�where�you�use them�is�going�to�depend�on�the�type�of damage�that�you�have�on�your�vehicle. HOST�1:�OK,�sounds�good,�can�you�show us�how�it�works? HOST�2:�Yes�I�can.�In�order�for�the�stud gun�to�work,�we�have�to�install�a�stud into�the�gun,�and�how�we're�going�to place�the�stud�is�inline�with�the�damage. This�might�require�several�studs�in�order to�repair�the�damage�correctly.�What you're�going�to�do�is�firmly�press�the stud�against�the�repair�area,�and�pull�the trigger.�That�short�amount�of�voltage�that was�transferred�into�it�welded�the�stud to�the�hood.�Because�of�the�size�of�the Intro�to�Collision�Repair�Process�Overview Proper�installation�of�stationary�glass�is�critical�for�the integrity�of�the�upper�structure. Stationary�glass�plays�a�vital�role�in�the structural�integrity�of�a�vehicle.�Stationary glass: 30 Textbook • • • Intro�to�Collision�Repair�Process�Overview supports�the�roof�of�the�vehicle. helps�transfer�collision�energy�up through�the�roof�and�away�from the�passenger�compartment. may�also�play�a�role�in�the restraint�system.�On�some vehicles,�the�passenger�airbag will�deflect�off�the�windshield�to provide�protection�to�those�in�the passenger�seat. For�these�reasons,�it�is�critical�that�the windshield�be�installed�correctly�to�ensure future�performance.�This�requires�the proper�adhesive�and�primer�to�ensure factory-recommended�adhesion�between the�glass�and�the�pinchweld.�Depending on�the�repair�facility,�this�procedure�may be�sublet�to�local�glass�installers. • • can�be�affected�by�humidity�and temperature. can�be�a�possible�area�of�conflict with�scheduling�for�completion. The�correct�strength�must�be reached�before�returning�the vehicle�to�service.�If�the�proper strength�has�not�been�achieved, the�glass�can�break�loose�from�the flange�during�a�vehicle�rollover�or airbag�deployment. Information�discussed�in�this�module included: • • • • measuring�and�straightening. structural�part�repairs�and replacement. exterior�panel�and�non-structural repairs. the�role�of�stationary�glass�and replacement�considerations. Electrical�And�Mechanical�Repair Learning�objectives�for�this�module include: Urethane�is�being�applied�to�the�windshield. After�the�windshield�has�been�installed, it�is�important�for�technicians�to�note�the time�that�it�takes�the�urethane�windshield adhesive�to�achieve�full�strength.�This�fullstrength�time: • is different�for�the�type�of�adhesive used. Intro�to�Collision�Repair�Process�Overview • • • • identifying�types�of�restraints�and restraint�systems. explaining�the�importance�of wheel�alignments. listing�types�of�vehicle�electronics and�electrical�damage. identifying�hybrid-electric vehicles�and�listing�high�voltage considerations. 31 Textbook Intro�to�Collision�Repair�Process�Overview Deployed�airbags�must�be�replaced�along�with�any damaged�restraint�system�parts. After�the�vehicle�structure�has�been repaired,�mechanical�systems�must�be restored�to�operating�condition.�One�of the�primary�systems�that�must�be�repaired includes�the�restraint�system.�Types�of restraint�systems�include: • • • airbags,�which�include�driver and�passenger�front�airbags,�knee bolster�airbags,�and�curtain�and side�airbags. seat�belts,�which�may�include�a seat�belt�pre-tensioner. active�head�restraints,�which activate�automatically�in�the�event of�a�rear�collision. This�is�a�seat�belt�pre-tensioner�that�deploys�a�small charge�to�tighten�the�seat�belt�in�a�collision�(left). The�I-CAR�website�offers�a�listing�of�restraint�system parts�that�must�be�replaced�following�an�airbag deployment�(right). The�parts�of�a�restraint�system�that require�replacement�after�a�collision differ�among�vehicle�makes�and�models and�model�years.�With�regard�to�airbag replacement�parts,�the�I-CAR�website provides�technicians�with�information�and guidelines�from�the�vehicle�makers�on which�parts�to�replace�for�most�vehicles. These�replacement�recommendations are�also�available�on�the�vehicle�maker’s websites. In�some�instances,�it�may�appear�that�an airbag�should�have�deployed�but�did�not. It�is�important�to�note�that: • • Intro�to�Collision�Repair�Process�Overview there�is�a�threshold�for deployment. even�if�a�vehicle�seems�severely damaged,�a�deployment�is�not always�guaranteed.�Variables�for deployment�may�include�the�rate of�deceleration,�seat�belt�use,�and seat�occupation. 32 Textbook Intro�to�Collision�Repair�Process�Overview Seat�belts�are�often�replaced�if�they�were in�use�during�the�time�of�the�collision.�If a�seat�belt�pre-tensioner�was�deployed, the�entire�seat�belt�assembly�must�be replaced. Resetting�the�computers�for�a�restraint system�may�require�a�specific�scan�tool. If�this�tool�is�not�in-house,�the�operation may�be�sublet�to�a�dealership�that�is properly�equipped. Head�restraint�systems�may�have�an�automatic�lever mechanism�that�pushes�the�head�restraint�forward when�pressure�is�placed�on�the�seat�back. Some�vehicles�have�active head�restraints that�are: • • designed�to�move�forward�in�the event�of�a�collision.�This�reduces the�distance�between�the�back�of the�head�and�the�head�restraint, thus�reducing�the�possibility�of whiplash. self-resetting.�Many�of�these systems�reset�themselves�after the�collision,�but�others�must be�reset�or�replaced�following�a deployment. Intro�to�Collision�Repair�Process�Overview Targets�are�installed�on�the�wheel�hubs�and�read�by computers�to�measure�wheel�alignment�angles. Wheel�alignments�are�often�necessary after�structural�repairs�have�been completed,�especially�if�there�has�been damage�to�the�front�structure�or�engine cradle,�or�if�one�of�the�steering�and suspension�parts�have�been�replaced�such as�tie�rods,�the�steering�rack,�struts,�ball joints,�springs,�etc.�A�wheel�alignment aligns�the�wheels�to�vehicle�maker specifications�to�provide�stability�and handling�and�to�reduce�tire�wear. There�are�differences�in�the�types of�alignments�done�on�a�vehicle, including: • • • two-wheel.�Though�no�longer common,�a�two-wheel�alignment involves�measuring�and�aligning the�front�wheels�only. four-wheel.�A�four-wheel alignment�involves�aligning�both the�front�and�rear�wheels�to�the vehicle�centerline. thrust-angle�alignments.�A�thrustangle�alignment�aligns�the�front wheels�in�relationship�to�the position�of�the�rear�axle.�This keeps�the�steering�wheel�straight. 33 Textbook Intro�to�Collision�Repair�Process�Overview Many�collision�repair�facilities�are not�equipped�with�wheel�alignment machines,�and�therefore,�the�operation�is often�sublet. 2010�Ford�Taurus • • • • Sensors,�such�as�this�blind�spot�sensor�for�the�2010 Ford�Taurus,�may�be�hidden�behind�panels�and subject�to�collision�damage. Vehicles�are�being�equipped�with�more advanced�safety�and�convenience�systems every�year,�requiring�technicians�to�be informed�about�the�systems�and�how they�operate.�Even�if�a�technician�will�not be�repairing�the�system,�knowing�where sensors�and�computers�are�located�is important�to�avoid�damaging�them�during the�repair�process. Due�to�the�equipment�and�knowledge necessary�to�repair�advanced�electronics, most�repairs�are�sent�to�the�mechanical shop�or�sublet�to�a�facility�that�is equipped�to�repair�these�types�of�systems. Dealerships�often�have�the�required equipment�to�repair�the�advanced electronic�systems.�Advanced�vehicle systems�may�include: • blind�spot�detection,�which�is designed�to�inform�the�driver Intro�to�Collision�Repair�Process�Overview • when�a�vehicle�is�approaching�or in�the�vehicle’s�blind�spot. adaptive�cruise�control,�which is�designed�to�maintain�a�set distance�from�the�vehicle�ahead. electronic�stability�control,�which is�designed�to�return�vehicle control�in�a�skid�event. hill�start�assist,�which�is�designed to�apply�brakes�to�prevent�back roll�when�starting�on�a�hill�from�a dead�stop. lane�departure�warning,�which alerts�the�driver�when�an unintended�lane�change�is�taking place. pre-collision�systems,�which�when an�imminent�collision�is�detected, may�provide�brake�assist�and�seat belt�adjustments,�automatically adjust�seats,�close�windows�or sunroofs,�and�adjust�the�damping action�of�shock�absorbers. Malfunction�indicator�lamps�are�used�to�identify problems�with�various�electronic�systems. When�an�electronic�system�is�damaged, it�is�likely�to�turn�on�a�“malfunction indicator�lamp�(MIL).”�These�lamps�are warning�systems�designed�to�illuminate when�a�computer�diagnostic�that�is 34 Textbook Intro�to�Collision�Repair�Process�Overview performed�during�startup�or�operation determines�that�a�system�is�not�responding the�way�it�should.�An�MIL�provides�the technician�with�information�regarding which�systems�are�damaged. sensor�or�other�part�is�removed�from�the vehicle.�Calibration: • • Some�common�collision�damage�to a�vehicle�electrical�system�includes damaged: • • • • wires�and�connectors.�Wires�and wire�connectors�commonly�get pinched�or�cut�in�a�collision. Vehicle�maker’s�guidelines�on repair�or�replacement�of�the harness�should�be�followed. sensors.�Sensors�can�be�very delicate�and�may�be�subject�to damage�even�if�they�are�located away�from�the�area�of�direct damage. fuses. lamps. requires�a�vehicle-specific�scan tool. may�require�other�system-specific calibration�tools�to�return�the system�to�proper�operating condition. Hybrid�vehicles�have�gained�in�popularity,�where even�full-size�SUVs�are�available�with�a�hybrid option. Hybrid-electric�and�pure�electric vehicles�are�becoming�more�common in�the�United�States,�which�means�that more�of�them�are�being�brought�into collision�repair�facilities.�Hybrid-electric vehicles: • Scan�tools�can�be�used�to�calibrate�advanced electronic�systems. Most�of�the�advanced�electronic�systems will�require�calibration�of�the�system�if�a Intro�to�Collision�Repair�Process�Overview • have�an�electric�motor�or motors�in�addition�to�an�internal combustion�engine. require�special�considerations. While�the�body�structure generally�does�not�differ�between a�hybrid-electric�and�some electric�vehicles�compared�to�a conventional�vehicle,�there�are some�considerations�for�working 35 Textbook Intro�to�Collision�Repair�Process�Overview with�these�types�of�vehicles�that repair�technicians�must�be�aware of. • the�high�voltage�battery�to�gain access�to�damaged�panels. high�voltage�batteries�are equipped�with�a�service disconnect�that�is�used�to�disable the�high�voltage�system,�and isolate�the�high�voltage�in�the battery. Information�discussed�in�this�module included: This�is�an�example�of�a�nickel-metal�hydride�battery used�on�a�Lexus�LS�600hL�(left).�High�voltage batteries�are�equipped�with�a�orange-colored disconnect�that�disables�the�battery�(right). All�vehicles�are�equipped�with�a�12-volt battery�that�is�primarily�used�to�engage the�starter�and�start�the�engine.�It�is�also a�power�storage�device�that�is�used�to provide�a�constant�supply�of�power�to electronic�equipment�such�as�computers, lamps,�clocks,�security�systems,�etc. Hybrid-electric�vehicles: • have�an�additional�battery�that delivers�considerably�higher voltage�to�power�an�electric motor.�The�voltage�of�these batteries�ranges�from�42–300 plus�volts�depending�on�the application.�Working�with�hybridelectric�vehicles�requires�collision repair�technicians�to�have�basic knowledge�of�the�high�voltage system.�For�example,�it�may�be necessary�for�a�collision�repair technician�to�disable�and�remove Intro�to�Collision�Repair�Process�Overview • • • • restraints�and�restraint�systems. wheel�alignments. vehicle�electronics,�electrical damage,�and�calibration considerations. hybrid-electric�vehicles,�and�high voltage�considerations. Refinishing�And�Delivery Learning�objectives�for�this�module include: • • • • explaining�the�refinishing�process. listing�corrosion�protection considerations. describing�the�detailing�process. explaining�the�pre-delivery inspection�and�customer�delivery process. 36 Textbook Intro�to�Collision�Repair�Process�Overview Video:�Refinishing Spraybooths�are�used�to�provide�a�clean�spray environment�that�reduces�the�amount�of�finish contamination�(left).�Blending�the�refinish�tricks�the eye�into�seeing�one�continuous�color�(right). One�of�the�final�stages�of�the�collision repair�process�is�to�refinish�the�damaged area�of�the�vehicle.�The�refinishing department�is�most�often�identified�by�the spraybooth�and�an�adjacent�prep�deck. The�refinishing�department�receives the�vehicle�from�the�non-structural or�structural�repair�department,�and performs�the�refinishing�operations such�as�masking,�scuffing,�and�sanding, and�applying�primer�and�topcoats.�The refinish: • • will�be�the�first�item�the�customer inspects�when�they�pick�up�the vehicle�from�the�collision�repair facility. requires�a�proper�color�match�and no�finish�defects.�Proper�blending techniques�are�used�by�the�refinish technician�to�ensure�a�seamless appearance�between�the�repaired area�and�the�undamaged�area�of the�vehicle. Intro�to�Collision�Repair�Process�Overview Refinishing HOST�1:�We’ve�completed�our�structural repairs�and�our�cosmetic�repairs;�the�next step�in�the�collision�repair�process�is�to give�our�vehicle�a�fresh�coat�of�paint.�This is�our�refinishing�technician�Scott.�Scott, can�you�give�us�an�overview�of�where we’re�at�with�our�vehicle�right�now? HOST�2:�Well,�what�we�do�first�is�we�take the�new�parts�and�we�jamb�the�backside, which�is�putting�the�color�coat�on�the backside.�After�we�have�jambed�them,�we hang�the�parts�back�on�the�vehicle�and then�we�tape�off�the�vehicle�in�order�to prevent�any�overspray�from�the�painting processes�from�getting�on�the�vehicle. After�we�have�that�all�sealed�up,�we�put a�sealer�coat�on,�which�is�the�step�we’re at�right�now,�and�our�next�step�will�be putting�the�color�coat�on.�Once�the�color coat�is�on,�then�we�put�our�clearcoat�on which�gives�it�that�high-gloss�finish�that we�all�want. HOST�1:�Now�Scott,�there�must�be�a million�different�colors�that�we�can choose�for�our�vehicle.�How�do�we�make 37 Textbook sure�we�get�the�right�one�to�match�our color? Intro�to�Collision�Repair�Process�Overview just�need�to�put�it�together�and�get�it detailed. HOST�2:�Well,�the�first�thing�we�do�is we�find�the�color�code�on�the�vehicle. On�this�particular�vehicle,�it’s�on�the�Bpillar.�Once�we�have�the�color�code,�we take�that�over�to�our�computerized�mixing system,�we�enter�in�the�code�and�the vehicle�year,�and�that�gives�us�the�proper mix�to�use�for�this�particular�vehicle. HOST�1:�Okay�Scott,�we’ll�let�you�get back�to�your�work.�We�can’t�wait�to�see the�results. Wow,�the�finish�looks�really�good�Scott. Now�I�noticed�that�when�you�were painting,�you�kind�of�extended�the�color beyond�our�area�of�repair�here.�Can�you give�us�an�idea�of�why�you�did�that? HOST�2:�We�extend�the�color�out�because if�you�just�stopped�where�the�damage�was, you�would�see�that�color�line.�So�we�have to�put�out�thinner�and�thinner�layers�of�the color�just�to�blend�it�in�so�it�tricks�the�eye to�make�it�look�exactly�like�the�rest�of�the vehicle. HOST�1:�Okay,�that�sounds�good.�Now are�we�done�here�or�are�there�some�other steps�that�we�need�to�do? HOST�2:�We’re�just�doing�a�final inspection�for�any�imperfections�that we�may�need�to�take�care�of�before�the customer�picks�up�the�vehicle.�Then�we Intro�to�Collision�Repair�Process�Overview Applying�anti-corrosion�compound�to�the�interior of�repaired�rails�provides�an�additional�layer�of protection�against�corrosion�(left).�Application�of primer�provides�a�sturdy�base�for�the�color�coat�to ensure�the�finish�does�not�lift�(right). Corrosion�protection�is�applied throughout�the�repair�process.�For example: • • corrosion-resistant�material,�such as�weld-through�primer,�will�be applied�when�welded�parts�are being�replaced. during�the�refinishing�process, primer�is�applied�as�a�base�for the�color�coat.�The�primer�serves to�protect�the�metal�against corrosion,�and�also�provides�a stable�surface�for�the�color�coat, ensuring�adequate�adhesion. Once�the�refinishing�process�is�complete, additional�corrosion�protection�is�applied to�interior�surfaces�such�as�rails�or�the backside�of�exterior�panels.�This�is commonly�a�wax-based�coating.�Applying this�material�before�refinishing�the�vehicle would�contaminate�the�vehicle�surface, causing�a�variety�of�finish�defects. 38 Textbook Intro�to�Collision�Repair�Process�Overview One�of�the�final�steps�in�the�repair�process is�detailing.�The�detailing�station�is�used to�wash�the�vehicle,�and�buff�out�or�sand any�minor�paint�defects.�Additionally,�the interior�can�be�cleaned,�and�any�collisionrelated�or�repair-related�stains�or�dust�are removed.�Additional�detailing�items�may include: • Undercoating�is�a�thick�rubber-like�substance designed�to�protect�the�vehicle�underside�against stone�chips�and�other�debris�that�may�damage�the finish. Other�items�that�may�be�applied�after�the refinish�has�been�applied�include: • • chip�coating,�which�is�applied�on the�lead�edges�of�doors,�rocker panels,�hoods,�and�bumpers. undercoating,�a�thick�tarlike�material,�is�applied�on wheelhouse�surfaces,�the�floor�pan underside,�and�the�trunk�floor. Buffing�can�be�used�to�remove�minor�surface imperfections�such�as�removing�scratches�in�the clearcoat. Intro�to�Collision�Repair�Process�Overview • • • removing�any�residual�buffing compound�from�panel�edges�and emblems. cleaning�the�inside�and�outside�of glass. waxing�the�new�finish,�if�it�is allowed�by�the�paint�maker�to�wax shortly�after�paint�application. removing�any�odors�that�may�have resulted�from�the�damage. Video:�Assembly�and�Detailing Refer�to�"Video:�Assembly�and�Detailing" in�the�presentation.�The�video�shows�how the�vehicle�is�reassembled�and�detailed for�delivery. Assembly�And�Detailing Our�vehicle�has�been�fixed,�and�now�it has�a�fresh�coat�of�paint.�The�next�step�in 39 Textbook the�process�is�to�reassemble�the�vehicle, then�bring�it�to�the�detailing�area�to�get�it ready�for�the�customer�to�pick�up. During�reassembly,�we’re�going�to�install the�mechanical�parts,�the�headlamp,�and the�bumper�and�grille�assembly.�After�the parts�have�been�installed,�the�panel�gaps are�going�to�be�checked�to�make�sure�they are�even�from�side�to�side. After�the�vehicle�has�been�reassembled, it’s�brought�here�to�the�detailing�area.�It’s here�where�it�will�be�inspected�a�final time�for�any�defects.�Small�runs�in�the clearcoat�and�dirt�nibs�can�be�removed through�the�detailing�process�to�ensure�the repaired�area�has�a�smooth�and�consistent finish.�This�is�also�the�area�where�the interior�of�the�vehicle�will�be�cleaned. This�removes�any�dust�or�dirt�that�may have�been�brought�in�through�the�repair process.�Finally,�the�whole�outside�of the�vehicle�is�washed�in�preparation�for delivery�to�the�customer. Intro�to�Collision�Repair�Process�Overview the�vehicle�for�any�signs�of�the�repair. The�goal�is�to�have�the�vehicle�look�like it�did�before�the�collision.�Part�of�the�predelivery�inspection�items�may�include checking�for: • • • • • • • • • • finish�defects,�which�includes signs�of�poor�detailing�and masking. consistent�panel�gaps. re-installation�of�all�parts. proper�wheel�and�tire�installation. proper�operation�of�exterior�and interior�lamps. properly�operating�restraint systems. properly�operating�mechanical systems,�such�as�air�conditioning, heating�and�cooling,�power steering.�It�is�also�important�to make�sure�all�fluids�related�to those�systems�and�other�systems are�filled�to�the�proper�levels. any�damage�or�dirt�on�the�interior that�is�related�to�the�collision�or repair�process. resetting�any�presets�that�may have�been�lost�if�the�battery�was disconnected�for�repairs. any�MILs�that�may�be�set�during�a test�drive. Part�of�the�pre-delivery�inspection�is�to�verify�the quality�of�repairs�all�over�the�vehicle�(left).�Finish defects,�such�as�these�sandscratches,�are�not acceptable�(right). Before�the�vehicle�is�delivered�to�the customer,�a�technician�should�examine Intro�to�Collision�Repair�Process�Overview 40 Textbook Intro�to�Collision�Repair�Process�Overview repair.�Follow-ups�may�be�done�a�week�or so�after�vehicle�delivery. Video:�Pre-Delivery�Quality�Control�And Vehicle�Delivery Explaining�the�repair�process�and�what�was�done to�the�vehicle�is�recommended�when�delivering�the vehicle�to�the�customer. The�final�step�in�the�collision�repair process�is�to�deliver�the�vehicle�to�the customer.�When�the�vehicle�is�delivered to�the�customer,�a�collision�repair�facility representative�will�explain�the�repairs, providing�an�overview�of�what�was repaired,�and�what�was�replaced.�The customer�is�given�some�time�to�examine the�work. Other�items�that�may�be�covered�with�the customer�during�delivery�include: • • going�over�any�warranties.�The customer�should�drive�away from�the�repair�facility�with�a feeling�that�their�vehicle�is�in�good condition�and�that�potential�issues will�be�covered. addressing�any�concerns�about�the repair. A�short�period�of�time�after�the�vehicle has�been�delivered�to�the�customer,�repair facilities�may�follow-up�with�the�customer to�make�sure�they�are�satisfied�with�the Intro�to�Collision�Repair�Process�Overview Pre-Delivery�Quality�Control�And�Vehicle Delivery HOST�1:�The�last�step�in�the�collision repair�process�is�to�do�a�pre-delivery quality�control�inspection.�It’s�at�this point�where�we�look�at�the�vehicle�one more�time�before�we�hand�it�over�to�the customer.�Doing�our�quality�control�check today�is�John.�John,�can�you�tell�us�a�little bit�about�what�you’re�doing? HOST�2:�Certainly,�the�first�thing�we’re going�to�do�is�inspect�the�panels�in�the repair�area.�We’re�going�to�be�looking for�a�consistent�panel�gap�between�the adjacent�panels,�and�we’re�going�to�want to�make�sure�the�contours�flow�properly from�one�panel�to�the�other.�Next,�we’re going�to�take�a�look�at�the�finish.�We’re going�to�look�for�any�smudges�or�stains�in the�finish,�as�well�as�any�leftover�buffing compound,�or�any�masking�or�tape�lines that�may�have�resulted�from�the�refinish procedure. 41 Textbook Intro�to�Collision�Repair�Process�Overview On�closure�panels,�such�as�this�door,�we want�to�look�for�any�possible�missing parts.�We�also�want�to�make�sure�the doors�open�and�close�properly. • • the�detailing�process. pre-delivery�inspection�and customer�delivery�process. HOST�1:�Are�there�any�special�procedures for�delivering�the�vehicle�to�the customer. HOST�2:�Absolutely,�what�you�want�to�do with�the�customer�is�go�over�the�repairs that�were�done.�You�want�to�look�at�the panels�and�parts�that�were�repaired�and replaced.�You�want�to�give�the�customer plenty�of�time�to�inspect�the�repair�to make�sure�it’s�to�their�satisfaction.�After the�repair�is�complete,�be�sure�to�go�over any�warranties�or�related�paperwork�that the�customer�needs�to�fill�out. HOST�1:�So�we’ve�watched�our�vehicle go�through�the�complete�collision�repair process,�starting�with�estimating�the damage,�followed�by�vehicle�teardown, measuring,�and�structural�repair�of�the upper�rail�and�apron�assembly.�We�then repaired�the�front�door,�and�brought�our vehicle�to�the�refinishing�area,�where�it was�corrosion�protected�and�painted.�The vehicle�was�reassembled�and�detailed, followed�by�quality�control�and�delivery to�our�customer. Information�discussed�in�this�module included: • • the�refinishing�process. corrosion�protection considerations. Intro�to�Collision�Repair�Process�Overview 42