Customer Complaint Analysis: Notes

Record details of the problem (failure, complaint) and how it occurred as described by the customer.

For this purpose, use of such a questionnaire form as shown in figure will facilitate collecting information to the point required for proper analysis and diagnosis.

Customer questionnaire (example) 

Customer's Name:	Model:	VIN:
Date of Issue:	Date Reg.	Date of Problem:	Mileage:
Problem Symptoms	"FRE" indicator lamp abnormal: fails to turn ON / fails to go OFF / flashes Abnormal noise while "A/C" switch is turned ON: from compressor, from radiator fan motor, other_______________ Cool air does not come out: Radiator fan motor does not work: A/C compressor does not work: Blower fan motor does not work:
Frequency of Occurrence	Continuous / Intermittent (_____ times a day, a month) / other_______________
Conditions for Occurrence of Problem	Vehicle at stop & A/C compressor is working: For some time after A/C switch is ON: When outside air temperature is high: When outside air temperature is low: All the time:
Environmental Condition	Weather: fair / cloudy / rain / snow / other_______________ Temperature: _____°F (_____°C)
DTC	First check: Normal code / malfunction code (__________) Second check: Normal code / malfunction code (__________)