Customer Complaint Analysis: Notes

WARNING: This page is about a different car, the 2007 Suzuki Grand Vitara and 2006 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 QUESTIONNAIRE FORM

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 (__________)

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