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Chapter 7: The Gauntlet It is much easier for the technician just to take a five-minute test drive and write "NPF" on the repair order-no problem found. It also makes it appear as though you were just imagining things, and there is really nothing wrong with your car. Maybe the repair order will say "Cannot verify," or "Unable to duplicate." It’s all the same thing. Writing "No problem found" is much easier than spending time trying to diagnose the real problem. It also gives technicians more time to flag simpler repairs for other people, making more money. But this tactic can also help the manufacturer. Every time you take your vehicle in for repair, whether they do anything or not, is a repair attempt. Most lemon laws look at whether the manufacturer has had a reasonable number of repair attempts. Manufacturers love to argue that, if the dealer didn’t actually do any work on a repair visit-because it couldn’t duplicate your problem-then that visit doesn’t count as a repair attempt. Remember Mr. and Mrs. Jones-six repair visits, but only three repair attempts according to the manufacturer and the arbitrator? Dealer Doesn’t Return Calls There is an army of people at the dealership, yet somehow you can’t get anyone to return your calls. When you finally reach the service writer, he tells you that he tried to reach you many times. It wasn’t his fault; it must have been your fault. Your answering machine must have lost all of his messages (but no one else’s?). And when you finally do get through, the appointment is always next week or longer.

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