What you should do
- To verify the customer complaint, you need to know the correct (normal) operating behavior of the system and verify that the customer complaint is a valid failure of the system.
- The following information will help you verify the complaint:
- WHAT the vehicle model/options are
- WHAT aftermarket and dealer-installed accessories exist
- WHAT related system(s) operate properly
- WHEN the problem occurs
- WHERE the problem occurs
- HOW the problem occurs
- HOW LONG the condition has existed (and if the system ever worked correctly)
- HOW OFTEN the problem occurs
- Whether the severity of the problem has increased, decreased or stayed the same