ENGINE
6-7
SH410
1. CUSTOMER COMPLAINT ANALYSIS
Record details of the problem (failure, complaint) and how it occurred as described by the customer. For this
purpose, use of such an inspection form will facilitate collecting information to the point required for proper anal-
ysis and diagnosis.
CUSTOMER PROBLEM INSPECTION FORM (EXAMPLE)
User name:
Model:
VIN:
Date of issue:
Date of Reg.:
Date of problem:
Mileage:
PROBLEM SYMPTOMS
j
Difficult Starting
j
No cranking
j
No initial combustion
j
No combustion
j
Poor starting at
(
j
cold
j
warm
j
always)
j
Other
j
Poor Driveability
j
Hesitation on acceleration
j
Back fire /
j
After fire
j
Lack of power
j
Surging
j
Abnormal knocking
j
Other
j
Poor idling
j
Poor fast idle
j
Abnormal idling speed
(
j
High
j
Low) (
r / min.)
j
Unstable
j
Hunting (
r / min. to
r / min.)
j
Other
j
Engine Stall when
j
Immediately after start
j
Axal. pedal is depressed
j
Accel. pedal is released
j
Load is applied
j
A / C
j
Electric load
j
P / S
j
Other
j
Other
j
OTHERS:
VEHICLE/ ENVIRONMENTAL CONDITION WHEN PROBLEM OCCURS
Environmental Condition
Weather
Temperature
Frequency
Road
j
Fair
j
Cloudy
j
Rain
j
Snow
j
Always
j
Other
j
Hot
j
Warm
j
Cool
j
Cold (
_
F /
_
C)
j
Always
j
Always
j
Sometimes (
times /
day, month)
j
Only once
j
Under certain condition
j
Urban
j
Suburb
j
Highway
j
Mountainous (
j
Uphill
j
Downhill)
j
Tarmacadam
j
Gravel
j
Other
Vehicle Condition
Engine
Condition
j
Cold
j
Warming up phase
j
Warmed up
j
Always
j
Other at starting
j
Immediately after start
j
Racing without load
j
Engine speed (
r / min)
Vehicle
condition
j
During driving:
j
Constant speed
j
Accelerating
j
Decelerating
j
Right hand corner
j
left hand corner
j
When shifting (Lever position
)
j
At stop
j
Vehicle speed when problem occurs (
km / h,
Mile / h)
j
Other
Malfunction indicator
lamp condition
j
Always ON
j
Sometimes ON
j
Always OFF
j
Good condition
Diagnostic trouble
First check:
j
No code
j
Normal code
j
Malfunction code (
)
g
code
Second check:
j
No code
j
Normal code
j
Malfunction code (
)
NOTE:
The above form is a standard sample. It should be modified according to conditions characteristic of each
market.
