Verifying Customer Complaint

Experience the Complaint
Whenever possible personally experience the complaint.
- If you know what the customer wants, you will have a better idea where to begin your diagnosis.

Verify Problem is a Malfunction
Automotive systems are easily misunderstood, leading to repairs that attempt to force a system to perform in a way it was never intended to.
- Always compare system operation to normal system operation as described in the owners manual or in Description AND Operation.
- If possible compare vehicle operation with that of a known good vehicle.

Check Previous Repairs
Check the vehicle's repair history. Incorrect components or improper repairs can influence seemingly unrelated systems.
- Always attempt to get the "whole story" before beginning diagnosis.
- If the problem appeared after other repairs were made--verify that the problem is not related to the system or component which was last repaired.