Thousands of times every working day technicians across North America return perfectly good parts as defective. Whether for reasons of confusion, expediency, profit, or convenience, it’s a practice that is having an impact on the aftermarket. The industry has been wrestling with it -– usually quietly for fear of offending customers — for decades . We spoke to David Tobin, a senior strategist with California-based parts manufacturer Motorcar Parts of America, about the scope of the problem.

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