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 a questionnaire form as shown in the following will facilitate collecting information to the point required for proper analysis and diagnosis.

Fig 1: Customer Questionnaire Sheet

Courtesy of SUZUKI OF AMERICA CORP.

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

Problem symptom confirmation

Check if what the customer claimed in "Customer Questionnaire" is actually found in the vehicle and if that symptom is found, whether it is identified as a failure. (This step should be shared with the customer if possible). Check 4WD control system referring to 2WD/4WD Indicator Operation Check and 4WD Control System Operation Inspection .

DTC check, record and clearance

Perform DTC Check , record it and then clear it referring to DTC Clearance .

If the malfunction DTC which was once displayed and then cleared cannot be detected (indicated) again when the ignition switch is turned ON, attempt to diagnose the trouble based on the DTC recorded in this step may mislead the diagnosis or make diagnosing difficult. Proceed to Step 2 to check 4WD control module for proper self-diagnosis function.

If the malfunction DTC which was once displayed and then cleared can be detected (indicated) again when ignition switch is turned ON, proceed to Step 3.