Customer complaint analysis
Record details of the problem (failure, complaint) and how it occurred as described by the customer. For this purpose, use of such an inspection form such as below will facilitate collecting information required for proper analysis and diagnosis.
Example: Customer problem inspection form
User name: | Model: | VIN: | |
Date of issue: | Date Reg. | Date of problem: | Mileage: |
Malfunction indicator lamp condition (LED) | □Always ON □Sometimes ON □Always OFF □Good condition | |
Malfunction display/code (LCD) | User mode: □No display □Malfunction display ( ) | |
Dealer mode: □No code □Malfunction code ( ) |
Problem symptoms
□Difficult Starting | □Poor Driveability |
□No cranking | □Hesitation on acceleration |
□No initial combustion | □Back fire/п After fire |
□No combustion | □Lack of power |
□Poor starting at | □Surging |
(□cold □warm □always) | □Abnormal knocking |
□Other | □Engine rpm jumps briefly |
□Other | |
□Poor Idling | □Engine Stall when |
□Poor fast Idle | □Immediately after start |
□Abnormal idling speed | □Throttle valve is opened |
(□High □Low) (r/min) | □Throttle valve is closed |
□Unstable | □Load is applied |
□Hunting (r/min to r/min) | □Other |
□Other | |
□OTHERS: |
Motorcycle/environmental condition when problem occurs
Environmental condition | |
Weather | □Fair □Cloudy □Rain □Snow □Always □Other |
Temperature | □Hot □Warm □Cool □Cold (°C/°F) □Always |
Frequency | □Always □Sometimes (times/day, month) □Only once |
□Under certain condition | |
Road | □Urban □Suburb □Highway □Mountainous (□Uphill □Downhill) |
□Tarmacadam □Gravel □Other | |
Motorcycle condition | |
Engine condition | □Cold □Warming up phase □Warmed up □Always □Other at starting |
□Immediately after start □Racing without load □Engine speed (r/min) | |
Motorcycle condition | During driving: □Constant speed □Accelerating □Decelerating □Right hand corner □Left hand corner |
□At stop □Motorcycle speed when problem occurs (km/h, mile/h) | |
□Other |
Note: The above form is a standard sample. The form should be modified according to conditions and characteristics of each market.
Visual inspection
- Prior to diagnosis using the mode select switch or SDS, perform the following visual inspections. The reason for visual inspection is that mechanical failures (such as oil leakage) cannot be displayed on the screen with the use of mode select switch or SDS.
- Engine oil level and leakage (2-17)
- Engine coolant level and leakage (2-20)
- Fuel level and leakage (2-16 and 10-36)
- Clogged air cleaner element (2-4)
- Battery condition (10-43)
- Throttle cable play (2-19)
- Vacuum hoses looseness, bend and disconnection
- Broken fuse
- FI light operation (5-17 and 10-33)
- Each warning light operation (10-33)
- Speedometer operation (10-37)
- Exhaust gas leakage and noise (2-6)
- Each coupler disconnection
- Clogged radiator fins (8-6)