A 13.6-hour engine job, booked like an oil change?

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1. The agent adds recall 24TA07.
2. Engine replacement recall — parts needed before it’s booked.
3. Interim-phase trucks can’t be repaired yet — the engine is ordered by VIN first.
4. Phase checked. Engine ordered. Customer called when it arrives.
5. No customer sent home with a torn-down truck.
6. Next call: the agent adds fuel pump recall 20TA02.
7. Manager’s note: ¼ tank or less. The tank comes out.
8. Parts first, and what to tell the customer.
9. Note acknowledged.
10. Booked — customer told to arrive with ¼ tank or less.
11. The tech isn’t draining a full tank.
12. Customers arrive prepared. Parts are on the shelf. The bay is booked for the real job.