Verifying Customer Complaint

COMPLAINT VERIFICATION
Whenever possible, the technician should personally verify the complaint. Having experienced the malfunction, the technician is less likely to repair non-existent faults.

MALFUNCTION VERIFICATION
Today's sophisticated automotive systems are easily misunderstood, which can lead to repairs that attempt to force a particular system to perform in a way that it was never intended to operate. Therefore, the troubleshooting technician should compare the system operation to the nominal system operation.

PREVIOUS REPAIRS
Vehicle repair history can provide explanations to unusual complaints that seem to elude normal troubleshooting attempts. Incorrect components or unapproved repairs can have subtle influences on seemingly unrelated systems.