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Dr. Phil would say that, "communication is key to any relationship", but that becomes really true when people are trying to describe what's wrong with their car. Thankfully(heavy sarcasm) people are often less than forthcoming with the details of their problem for fear of admitting fault. Combine this with service writers who aren't listening anyways and its like trying to solve a puzzle without half the pieces. Thankfully, sometimes we get to talk to the customers directly and we get what Paul Harvey would call, "the r-r-r-rest of the story!"