A veteran move backfired for an Orlando BMW technician who was fired after quoting additional parts for a repair, despite ranking among the top three technicians for billable hours and averaging 140 hours per pay period. The technician, known as @kepzn on TikTok, posted a video that went viral with over 104,900 views, asking if he did anything wrong. Some viewers supported him, others suspected more to the story, and many were shocked that a single rear axle replacement costs $5,000 on a BMW hybrid.
The incident stemmed from a repair months earlier where a customer brought in a hybrid BMW with noise during slowing. The technician found the differential destroyed and replaced it under warranty. Due to severe damage, he also flagged rear axles as potentially compromised and included them in the quote as a precaution. The warranty covered the differential but not the axles, leading to a customer complaint. Two months later, the technician was called in and told he was being let go, citing that repair and the customer wanting axles covered for free.
The technician insists he was trained to quote thoroughly to protect himself, the customer, and avoid later surprises. He notes another technician was previously fired for not quoting enough. TikTok viewers highlighted industry frustration, with some blaming poor management and customer satisfaction surveys. Skeptics suggested other factors were at play.
This story reveals structural issues in dealerships, where technicians face pressure to produce billable hours while being thorough. For customers, itemized quotes are not overcharging but communication of potential issues. For the industry, experienced technicians are leaving due to poor management, lack of tools, and favoritism. After the video went viral, the technician received job offers and was already interviewing elsewhere, likely to secure a new position quickly given his top performance.