Customer Complaint Analysis

WARNING: This page is about a different car, the 2008 Suzuki Grand Vitara. However, it is still accessible from the selected car via links, so may be relevant.

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 COMPLAINT ANALYSIS REFERENCE CHART

Customer's Name:	Model:	VIN:
Date of Issue:	Date Reg.	Date of Problem:	Mileage:
Problem Symptoms	Indicator light abnormal: fails to turn ON / fails to go OFF / flashes LCD abnormal: fails to turn ON / fails to go OFF / flashes. Abnormal noise while A/C system is in operation: from compressor, from radiator fan motor, other_____ Cool air does not come out: Hot 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 (_____)

NOTE: The form is a standard sample. It should be modified according to conditions characteristic of each market.