Breakdown on the road?
There are plenty of service options out there for you

Anytime your wheels stop due to an unforeseen emergency, the cash flow that drives your business comes to a sudden halt. Two most common bolts from the blue are an equipment breakdown or sudden health crisis. How do you handle trouble and get back on the road pronto? Here’s how the power of information can keep you moving.

—by Paul Hartley, special correspondent

When truckers wax nostalgic about the industry’s “good old days,” they’re probably forgetting about the frequent roadside robberies back then, most of them done in the name of emergency repairs.
The trucking industry was once a pretty easy mark for anyone armed with a pickup truck, toolset and ill intent. Stranded along the road somewhere between Hoodwink and Jerkwater, unwitting drivers had little choice but hire any mobile service operator who claimed to be legitimate. Stories of shoddy workmanship and price gouging were commonplace.
Although the potential for such thievery still exists, it’s greatly diminished, thanks to the vast amount of vendor information now available on the Web, over the phone and in printed directories. Today, every truck OEM and most major component manufacturers offer some type of breakdown support to truckers. Several independent outlets do the same.
The price of this assistance varies. Internet resources — and a couple of OEM-sponsored call centers — are free. Other programs come with a price, usually ranging from $27 to $44 per incident. The difference between free and fee typically hinges on something called “case management,” a more extensive level of service that can include detailed vehicle histories, invoice auditing — even repair-payment arrangements.
All of these “sourcing” outlets are helpful for finding an appropriate shop when mechanical misfortune strikes, but none can promise rock-bottom pricing on repairs, particularly those performed in the middle of the night in the middle of nowhere. Most people expect to pay a bit more when they’re outside of their home area.
The best way to limit your exposure to these expenses is, of course, with good preventive maintenance.
According to call center managers, tire repairs account for about 40 percent of roadside breakdowns. Most other problems involve small things like failed belts and hoses, which could easily be spotted in a thorough preventive maintenance program.
When your best efforts fail, though, and some widget has thrown in the proverbial towel unexpectedly, it’s good to know that reputable, qualified help is just a call, or Internet search, away. Below are some of the support networks catering to the trucking industry.

Covered for trouble

Bridgestone/Firestone, 1-866-464-2914: OOIDA members now have several service options through Bridgestone/Firestone, just like the big fleets do. The most basic of these is a tire-buying program that guarantees pricing at any authorized dealer. The company also offers two levels of repair support: referral (free) and full case-management that costs $27 per incident for tires and $37 for repairs. Users benefit from the company’s collective experience, says Dave Kolasinsky, manager of truck tire marketing. “Most of our agents typically know what’s acceptable on breakdowns,” he says, “and they can act as advocates for the truckers.”
To take advantage of the National Preferred program, you must be an OOIDA member.

Caterpillar, 1-800-447-4986: Cat’s call center, opening more than 20 years ago, predates all other such services in the industry. The center is intended for Cat engine owners, but it’s open to all registered callers. Repairs are routed to the nearest of roughly 2,500 authorized Caterpillar facilities across North America. The company doesn’t control vendor pricing, but does investigate accusations of abuse. “Occasionally, we’ll hear about someone charging ‘list plus,’” says Louie Vachon, customer services manager. “That’s when we get involved and start asking questions.”

Fleetnet America, 1-800-438-8961: Fleetnet is a comprehensive breakdown service used by big boys like FedEx Ground, USA Truck and Maverick Transportation. They will extend the same service, however, to one owner with one truck. The company has a database of roughly 60,000 approved vendors, who are constantly monitored for performance and pricing. Abuse is not tolerated, says Oren Summer, Fleetnet’s president. “At the first hint of overcharging, we immediately lower a vendor’s rating, and he’s not used again. I have people here who do nothing but audit repair invoices.” Fleetnet customers pay $44 per incident.

Freightliner, 1-800-FTL-HELP: Freightliner offers two levels of breakdown support. One, a simple referral service, is free. The other, a “managed care program,” costs $35 per incident. The company’s dealer network is the primary repair resource. However, staffers will also direct small problems to nearby TravelCenters of America or independent shops. Bruce Lohse, customer assistance center manager, says vendors aren’t formally rated, but staffers keep notes on each call. “We know who the good ones are and who the bad ones are,” he says.

Goodyear, 1-877-4-TIRES-NOW: Any trucker can use Goodyear’s call center, regardless of the brand of tires they’re running. The company’s dealers — more than 1,800 across North America — are the primary service providers. Goodyear also offers a preferred buying program that guarantees pricing on tires, labor, road service and mileage. “We think this option is especially important to owner-operators who want an idea of what they’ll pay for tires and repairs while away from home,” Says Kris Fettig, Goodyear’s manager of 4-TIRES-NOW.

Kenworth, 1-800-KW-ASSIST: When the unexpected occurs, no matter where KW owners are in the United States or Canada, help is just one phone call away. 1-800-KW-ASSIST connects you to Kenworth’s support specialists, 24 hours a day, seven days a week. It’s part of their Premier Care program. The Kenworth Call Center can dispatch assistance, locate nearby service centers, order required parts, schedule service appointments and keep you up-to-date on the status of your truck.

Mack Trucks, 1-800-866-1177: Mack’s program, OneCall CompleteCare, is different from most other OEMs’. Its call center staff is allowed — and trained — to diagnose problems over the phone. If that’s not enough to get the job done, however, the company promises to arrange for towing within one hour of the initial call. The downed vehicle is sent to the nearest Mack dealer or authorized shop.

Navistar International, 1-888-342-7600: Navistar has several service programs for customers. The prices depend on a truck’s specs and warranty coverage. International dealers are the first choice for repairs, but if none are nearby or available, staffers will direct callers to one of 16,000 approved vendors in the company’s database. Every job is closely monitored, says Mark Vehlewald, director of Diamond Services Marketing for Navistar International. “We have a method of certifying vendors who can deliver the goods in the fashion we like, and we quickly eliminate those who don’t.”

NTTS Breakdown Directory, 1-800-288-0002: Since its founding in 1989, the NTTS Breakdown Directory has become the leading publication for finding truck repair vendors. Now it’s also on the Internet (www.otrrepair.com). Hardcopy versions of the book sell for $49.95, but the Web site is free. NTTS founder Lane Goebel says he monitors vendor behavior and quickly resolves problems. “I get one or two complaints a week and take care of them myself,” he says. “Often, I’ve had repair or towing companies refund money just to stay in the book.”

Peterbilt, 1-800-4-PETERBILT: Pete’s call center is a free service for registered users. Callers are directed to the nearest Peterbilt dealer or a designated independent service vendor in that dealer’s territory. Lori Price, customer center manager, says her staffers handle any malfunction that truckers might encounter, from tires to drivelines to engines. “Our customers want one-stop shopping,” she says, “and we provide it.” The center has no control over pricing, but it does monitor the performance of dealers and their representative vendors.

Truckdown.com, 1-888-683-3379: Truckdown.com, as the name implies, is primarily an Internet-based service. In January, though, the company began offering phone support to truckers without computer access. Callers are assessed a $60 annual fee, but Web users pay nothing. Bob Toews, vice president of operations, is proud of his information’s accuracy. “Our role in life here is to constantly verify everything on the site,” he says. Vendors are added to the database only after they’re deemed legitimate, and they are quickly deleted if proven dishonest or incompetent.

Health crisis:
What do you do?

—by Sharon Mitchell, LPN

You are a long way from home, and you “just don’t feel good.” Do you ignore it and push on because you’re under a hot load? Do you pull over for a while and see whether a little rest won’t make you feel better?
Chances are, you have been in this position more than once during your career as a driver. It’s not a comfortable feeling at all. First of all, you may not know what is wrong, so how can you possibly know how to handle it?
Here, you will find some helpful tips on how to know what may be ailing you, how to take care of it, when to seek emergency medical care and who to call when you do.

A medical emergency
First and foremost, if you are having any of these symptoms, this is a medical emergency:

• Chest pain;
• Trouble breathing;
• Blurred vision;
• Difficulty speaking or swallowing;
• Difficulty moving an arm or leg.

1. Pull over to the side of the road and dial 9-1-1 on your cell phone or use the CB radio to seek assistance. Most state police monitor Channel 9 on the CB; however, in today’s high-tech era, dialing #77 on your cell phone is just as effective.

2. Try to give a description of your truck, and describe your problem if possible.

3. Put on your hazard lights.

4. Hang something white from the window — do anything you can to identify yourself as someone needing assistance to rescuers.

5. If you are experiencing chest pain that you think may be a heart attack, taking one aspirin while you wait for assistance may help in the long run. Do not attempt this if you are having trouble swallowing your own saliva. Leave the aspirin bottle in plain view in case you can’t speak when help arrives.

All interstate exits leading to hospitals are designated by a blue sign with a white H in the center. Routes from that exit to the facility will continue to be designated by the blue and white signs.
Parking may be a problem for tractor-trailers. If possible, park elsewhere and call a taxi or an ambulance for transport to the hospital.
Dialing #77 on your cell phone will contact state police, who can be very helpful in securing any medical assistance you may need.

Non-emergency situations
Other ailments and conditions may not be as severe or life threatening as described above, but may limit your ability to work comfortably or safely nonetheless.
You can do a lot to help yourself or access help from professionals no matter where you are. Following are some of the most commonly encountered ailments and how to deal with them:

Poisoning
If you suspect you have ingested a poison, or that you have been bitten by a snake, spider or scorpion, immediately call 1-800-222-1222, the poison control number.
If you suspect you have contracted food poisoning (characterized by “projectile” vomiting, diarrhea, abdominal pain, fever, dizziness), report to the local emergency room for treatment to avoid dehydration. The ER personnel may question you about what and where you ate so the appropriate authorities may investigate if necessary.

Gastroenteritis or stomach upset
Many are quick to blame a good old-fashioned stomach virus on food poisoning. Cases of true food poisoning are not as common as one might think, although it can and does happen.
Nausea, vomiting and diarrhea can be the result of numerous causes, but the treatment is generally the same, and the ailment tends to run its course over a 24-hour period. Whenever vomiting is a problem, it is best to restrict food and fluid intake until the vomiting stops. This may be for as long as 12 to 24 hours. As you begin to feel better, begin slowly taking sips of clear fluids (any liquid you can see light thru).
Increase the amounts over a period of several hours until you are sure that your body will not reject them. You may now slowly reintroduce bland foods over the next 24 hours.
If the above symptoms persist for longer than 24 hours, if you stop producing urine, if you become lightheaded or dizzy, or if you experience heart palpitations, seek immediate medical attention. You may be dehydrated, which can become life threatening.

Colds and flu
While these ailments are not life threatening in their own right, they sure can make you feel like you’re dying. They also can progress into secondary conditions that can severely threaten your health if left untreated. Immunization against the flu on a yearly basis is your best defense.
But should you find yourself with a fever, muscle aches, nasal and/or chest congestion, and a cough, rest as much as possible and push your fluid intake. Fluids keep the body hydrated, help keep body temperature down and play a big role in keeping secretions looser to aid in coughing them up.
Over-the-counter pain relievers and fever reducers are fine, but read labels to make sure you are not taking a medication that may interfere with your ability to safely operate your vehicle.
Alternating doses of Tylenol and Ibuprofen every four hours seems to help reduce high fevers better than taking just one or the other exclusively. Antibiotics are not used to treat these viruses.
Symptoms lasting more than seven days, coughing up blood, or not improving after three to four days all require immediate medical attention. Viruses such as cold and flu can weaken the body’s immune system and allow for secondary infections such as bronchitis, sinus infection and pneumonia.
These infections may require antibiotic therapy to improve.

Sprains, strains, bumps, bruises, fractures
Soft tissue injuries can be quite painful and limit full motion of the affected part. To best treat these types of injuries, use ice on the affected area (20 minutes on, 20 minutes off) for the first 48 hours. Elevate the injured area above the level of your heart as often and as much as possible. Non-steroidal anti-inflammatories such as Motrin, Advil or Aleve will help with pain and swelling. Always read medication labels for precautions.
Elastic wraps and supports must be used properly to prevent additional complications. If swelling, numbness, tingling or discoloration occurs below the support, circulation is being impaired. The support must be removed or loosened immediately.
Total immobilization of the area, if necessary, should not be done for longer than 48 hours. Limiting the use of the affected body part and gradually increasing that use as tolerated will help to prevent complications such as blood clots, muscle atrophy and dependent edema.
If you think you may have fractured a bone, immobilize and elevate the area if possible. Ice the painful or swollen area, and seek immediate medical attention.

Wounds
Mild scrapes and cuts generally heal without much problem, but using an antibiotic ointment such as Neosporin in the first 24 hours and a light, covering bandage may reduce the risk of infection and promote healing.
When bandaging, do not apply dressings so tightly as to impede circulation.

Burns are classified by degrees and are treated differently depending on the severity of the burn and the amount of skin surface involved.

First-degree burn: redness of the skin (as in sunburn), no blistering or open areas.
Cool the area by immersing or running cool water over the area until burning stops. Sunburns may be treated by applying an Aloe-based lotion. Do not apply bandages, dressings or ointments of any type.

Second-degree burn: Redness, blistering and open areas may be present.
Do not open blisters. Cool the area by immersing or gently running cool water over the area until burning stops. When possible, leave open to air but protect the area from further injury with a light, non-adhesive-type dressing. The blisters will resolve on their own, but if they should burst, protect the open area from contamination with a light, non-adhesive dressing.
Watch for signs of infection. Signs of infection include: redness and swelling, drainage, warmth at the site, red streaking extending from the affected area. If you note any of these symptoms, you need immediate medical attention.
Second-degree burns affecting a large area of the body (over 1/3) are a medical emergency.

Third-degree burn: These burns involve all layers of the skin. The appearance of the burn may include blackening around the burn area, visible underlying tissues and structures. There may be little pain since nerves are damaged.
Any burn of this nature is a medical emergency requiring immediate professional attention.

Lacerations and puncture wounds will bleed profusely. Controlling bleeding is the first step in treatment. Elevate and apply direct pressure (using any clean cloth) to the area for at least 10 minutes. If the cloth becomes saturated, add more cloth to the top. Don’t remove and replace it.
Avoid the urge to peek. This disturbs any clotting that may have begun. Bleeding that cannot be significantly slowed or controlled within 10 to 15 minutes requires immediate emergency assistance.
If a foreign object is imbedded in the wound, do not remove it. Removing an imbedded object may cause further damage and bleeding. Try to cover and protect any protruding part of the foreign object and seek immediate medical attention.

Eye problems
A foreign body or chemical in the eye can cause instant discomfort and visual disturbances. If driving, close only the affected eye and pull off the road as quickly as possible.
Never rub your eye. Flush the affected eye with large amounts of water. If flushing does not ease the situation, seek immediate medical assistance. If a chemical is the culprit, make every effort to identify the substance involved and let any medical professionals know what may be in your eye.
Some foreign bodies or agents in the eye can actually damage the cells of the eye. This can cause severe pain and lead to increased damage and loss of sight. Until professional assistance can be obtained, try to keep the affected eye closed by patching and/or taping the eyelid shut. Do not attempt to drive while your eye is patched, as this will seriously affect your depth perception.
Waking up with sticky, reddened eyelids and feeling as if you have something in your eye are the first symptoms of conjunctivitis, commonly called “pink eye.” This is a highly contagious malady that can rapidly spread from one eye to the other, as well as to other people. Good hand washing before and after touching the affected eye is extremely important. This common problem is best treated with an antibiotic specially made for use in the eye.

First-aid kit
Any traveler should have a well-stocked first-aid kit before leaving home. Anyone who travels for a living will carry different items than someone who goes home every day.

The basic ingredients of a good kit should include:

• Aspirin
• Ibuprofen, Advil or Motrin
• Disposable heat/ice packs
• Large and small band-aids
• Sterile, individually wrapped, absorbent gauze dressings
• Gauze wrapping for bandaging
• Elastic bandages
• Eye patch
• Medical tape
• Neosporin or other antibiotic ointment
• Tweezers
• Scissors
• Sterile water
• Hydrogen peroxide
• Iodine-based disinfectant

Accessing your health information
All of this information may be quite helpful, but an ounce of prevention is worth a pound of cure. So, before you even think about heading out the door to get in that truck, there are a few things you need to have in your possession to help ensure that you stay safe, healthy and on the road.
These things are more important to your health and safety than your CB radio, your cell phone or any other item you think you just can’t live without. Just what can be that important? Your health information, that’s what.
Drivers spending long periods of time away from home are also a long way from their loved ones and the medical professionals who know them best. In an emergency, the driver may find he or she is dependent upon total strangers to help them and maybe even save their life. A little pre-planning may make the difference between a mild illness and a major health issue, a slight injury or a major one, and even life and death.
A simple wallet card to be carried with you at all times should contain the following information about you and your health. A copy may be secured to the visor of your vehicle.

• Your name and address
• A list of any allergies
• A list of all medical conditions you have had or currently have. Some conditions may warrant a medical alert bracelet or necklace as well.
• A list of all medications, including vitamins, over-the-counter medicines and those you only take on occasion. Dosages should be included.
• The name and phone number (home and work) of who you want contacted in the event of an emergency. This person should be very familiar with you personally, know your medications and why you take them. They should have access to your insurance information. If this person is not your spouse, be sure to provide them with a letter granting them the right to discuss your medical information. Today’s privacy laws can restrict the flow of information needed by your loved ones.
• Your doctor’s name, address and phone number.
hould you ever be in a situation where you cannot speak for yourself, immediate access to this information can give medical professionals a definitive edge in providing precisely the care you may need as quickly as possible.

Sharon Mitchell, LPN, is a partner in American Business Medical Services, a clinic with a location TA Baltimore South Truck Stop in Jessup, MD. She answers medical questions under the screen name Nurse Red on the TruckNet forum.