The information given in the following examples is required for rapid processing of queries in the event of customer complaints. A check should be made beforehand to see whether a corresponding TIPS document already exists for the problem.
Information required for all queries:
Vehicle data (vehicle identification number (VIN), mileage, initial registration)
Can the symptom be reproduced on a reference vehicle?
General procedure for queries relating to technical complaints:
Use a simple sentence structure that is case sensitive and has precise wording, as this makes it easier when also processing queries relating to technical complaints in other languages.
Designate names for component parts as per the WIS documentation.
Designate names for electrical component part as per WIS wiring diagrams.
Do not use any abbreviations.
The correct designation of necessary attachments is compulsory and optimizes processing options.
Save attachments individually and organize according to type with a clear designation and date.
Noises in the area of the engine, suspension or brake:
For accurate analysis of customer complaints the following information on the operating state must be provided.
Engine:
Engine speed
Vehicle speed
Outside temperature
Coolant temperature
Oil temperature
Cold or hot start
Complaint can be reproduced by the workshop?
Noise recording with camera (possibly made by the customer if the noise cannot be reproduced by the workshop)
Brakes:
Wear pattern of brake disks and brake pads or brake drum and brake shoes (digital photo)
Driving profile of customer (town, country, freeway, etc.)
Freeze frame data (wet, dry)
Speed when the complaint occurred
Complaint can be reproduced by the workshop?
Location (axle and position) may need to be determined on test bench.
Chassis:
Road condition when the complaint occurred (wet, dry, rough road)
Wheel and tire (make and exact designation, air pressure, if necessary MO identifier, Department of Transportation)
Chassis in series production condition?
Driving profile of customer (town, country, freeway, etc.)
Exact localization of noise
Complaint can be reproduced by the workshop?
Noise recording with camera
Condition of links, torque arms and thrust arms, bearings, axle bearing
Implausible tire wear:
Total mileage of tire, measure air pressure during initial testing, document values.
Tire make, tire size with carrying capacity code number and vehicle speed code letter, if necessary MO identifier, Department of Transportation
Exact description of wear pattern with specification of tire tread depth over the entire tread (digital photo)
Driving profile of customer (town, country, freeway, etc.)
Measurement protocol
Suspension in series production condition (wheel type, spacer)
Vehicle level in series production configuration?
Condition of links, torque arms and thrust arms, bearings, axle bearing
Handling characteristics or suspension:
Ambient conditions when the complaint occurred
Road wet or dry, outside temperature
Driving profile of customer (town, country, freeway, etc.)
Speed, driving maneuver (acceleration, braking, cornering)
How long has this complaint been present?
Complaint can be reproduced by the workshop?
Data analog implausible tire wear
Engine running complaints or transmission complaints:
In which operating condition did the complaint occur?
Vehicle speed
Engine speed
Oil temperature (engine and transmission)
Coolant temperature
Brief entry test
Transmission mode (selector lever position)
Gear
Fault freeze frame data direct from control unit log of engine and transmission control unit
Overview of tests already conducted (including guided tests in XENTRY Diagnosis)
Complaint can be reproduced by the workshop?
Leaks:
Exact localization
Clean major assembly.
Check and correct oil levels.
Note differences in oil levels.
Apply contrast medium at leaky areas.
Perform test drive at your own discretion.
Attach representative digital photos.
Complaints for electrical or electronic component parts:
Initial and final quick test
Control unit log
Actual values
Measurement report
Fault freeze frame data
Overview of tests already conducted (including guided tests and actuations in XENTRY Diagnosis)
Diagnosis performance data, EEPROM, Logfile etc. (if present)
Attach representative digital photos.