Service Information: Guidelines For Queries In The Event Of Technical Complaints - Si00.00-S-0086A

Model all (Heavy transporter, Light transporter) 

The information given in the following examples is required for rapid processing of queries in the event of customer complaints. A check should be made beforehand to see whether a corresponding TIPS document already exists for the problem.

Information required for all queries: 

• Vehicle data (vehicle identification number (VIN), mileage, initial registration)
• Can the symptom be reproduced on a reference vehicle?

General procedure for queries relating to technical complaints: 

• Use a simple sentence structure that is case sensitive and has precise wording, as this makes it easier when also processing queries relating to technical complaints in other languages.
• Designate names for component parts as per the WIS documentation.
• Designate names for electrical component part as per WIS wiring diagrams.
• Do not use any abbreviations.
• The correct designation of necessary attachments is compulsory and optimizes processing options.
• Save attachments individually and organize according to type with a clear designation and date.

Noises in the area of the engine, suspension or brake: 

For accurate analysis of customer complaints the following information on the operating state must be provided.

Engine: 

• Engine speed
• Vehicle speed
• Outside temperature
• Coolant temperature
• Oil temperature
• Cold or hot start
• Complaint can be reproduced by the workshop?
• Noise recording with camera (possibly made by the customer if the noise cannot be reproduced by the workshop)

Brakes: 

• Wear pattern of brake disks and brake pads or brake drum and brake shoes (digital photo)
• Driving profile of customer (town, country, freeway, etc.)
• Freeze frame data (wet, dry)
• Speed when the complaint occurred
• Complaint can be reproduced by the workshop?
• Location (axle and position) may need to be determined on test bench.

Chassis: 

• Road condition when the complaint occurred (wet, dry, rough road)
• Wheel and tire (make and exact designation, air pressure, if necessary MO identifier, Department of Transportation)
• Chassis in series production condition?
• Driving profile of customer (town, country, freeway, etc.)
• Exact localization of noise
• Complaint can be reproduced by the workshop?
• Noise recording with camera
• Condition of links, torque arms and thrust arms, bearings, axle bearing

Implausible tire wear: 

• Total mileage of tire, measure air pressure during initial testing, document values.
• Tire make, tire size with carrying capacity code number and vehicle speed code letter, if necessary MO identifier, Department of Transportation
• Exact description of wear pattern with specification of tire tread depth over the entire tread (digital photo)
• Driving profile of customer (town, country, freeway, etc.)
• Measurement protocol
• Suspension in series production condition (wheel type, spacer)
• Vehicle level in series production configuration?
• Condition of links, torque arms and thrust arms, bearings, axle bearing

Handling characteristics or suspension: 

• Ambient conditions when the complaint occurred
• Road wet or dry, outside temperature
• Driving profile of customer (town, country, freeway, etc.)
• Speed, driving maneuver (acceleration, braking, cornering)
• How long has this complaint been present?
• Complaint can be reproduced by the workshop?
• Data analog implausible tire wear

Engine running complaints or transmission complaints: 

• In which operating condition did the complaint occur?
• Vehicle speed
• Engine speed
• Oil temperature (engine and transmission)
• Coolant temperature
• Brief entry test
• Transmission mode (selector lever position)
• Gear
• Fault freeze frame data direct from control unit log of engine and transmission control unit
• Overview of tests already conducted (including guided tests in XENTRY Diagnosis)
• Complaint can be reproduced by the workshop?

Leaks: 

• Exact localization
• Clean major assembly.
• Check and correct oil levels.
• Note differences in oil levels.
• Apply contrast medium at leaky areas.
• Perform test drive at your own discretion.
• Attach representative digital photos.

Complaints for electrical or electronic component parts: 

• Initial and final quick test
• Control unit log
• Actual values
• Measurement report
• Fault freeze frame data
• Overview of tests already conducted (including guided tests and actuations in XENTRY Diagnosis)
• Diagnosis performance data, EEPROM, Logfile etc. (if present)
• Attach representative digital photos.