Customer Problem Analysis

In troubleshooting, the problem symptoms must be confirmed accurately and all preconceptions must be cleared away in order to give an accurate judgment. To ascertain just what the problem symptoms are, it is extremely important to ask the customer about the problem and the conditions at the time it occurred. Important Point in the Problem Analysis:

The following 5 items are important points in the problem analysis. Past problems which are thought to be unrelated and the repair history, etc. may also help in some cases, so as much information as possible should be gathered and its relationship with the problem symptoms should be correctly ascertained for reference in troubleshooting. A customer problem analysis table is provided in Diagnostics section for each system for your use.

— Important Points in the Customer Problem Analysis-

I What — Vehicle model, system name I When — Date, time, occurrence frequency I Where — Road conditions

I Under what conditions? — Running conditions, driving conditions, weather conditions I How did it happen? — Problem symptoms

(Sample) Engine control system check sheet.



Inspector's Name


Inspector's Name

Customer's Name

Model and Model Year

Driver's Name

Frame No.

Data Vehicle Brought in

Engine Model

License No.

Odometer Reading

km miles

Engine does not Start

□ Engine does not crank □ No initial combustion □ No complete combustion

Difficult to Start

□ Engine cranks slowly

□ Other

Poor Idling

□ Incorrect first idle □ Idling rpm is abnormal □ High ( rpm) □ Low ( rpm)

□ Rough idling □ Other

Drive ability

□ Hesitation □ Back fire □ Muffler explosion (after-fire) □ Surging

□ Knocking □ Other

Engine Stall

□ Soon after starting □ After accelerator pedal depressed

□ After accelerator pedal released □ During A/C operation

□ Shifting from N to D □ Other


estant □ Sometimes ( times per day/month)

m le bl o estant □ Sometimes ( times per day/month)

Was this article helpful?

0 0
Do It Yourself Car Diagnosis

Do It Yourself Car Diagnosis

Don't pay hundreds of dollars to find out what is wrong with your car. This book is dedicated to helping the do it yourself home and independent technician understand and use OBD-II technology to diagnose and repair their own vehicles.

Get My Free Ebook

Post a comment