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Overview Of Measures/Customer Communication Specifications

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Information 

The following points must always be checked first before carrying out the measures specified below:

If the answer to one of the questions listed above is "Yes", check these issues out first in order to establish the cause of the increased engine oil consumption.

Action required: 

Determine oil consumption based on the customer statement  > Determining oil consumption based on the customer statement.

The following information and values are required in order to determine the oil consumption  :

    • Total amount of engine oil already added by the customer
    • Mileage of the vehicle
    • The oil level measured using PIWIS Tester II
    • Type of oil level sensor installed in the vehicle
  2. Decide what to do next depending on the oil consumption determined based on the customer statement. 
    Determined oil consumption per 1, 000 km/620 miles  Action required 
    • less than 0.5 l 

      (US:  less than 0.53 qt;

      UK:  less than 0.44 qt)

    		 Talk to the customer: 
    • Inform the customer that the oil consumption corresponds to technical requirements. 

      Action required: 

      Inform the customer about possible causes of increased engine oil consumption;  see > Information on engine oil consumption.

    • In the event of complaints relating to the oil level display or oil level warning,  tell the customer how the oil level is measured and advise him/her to measure the oil level while driving;  see > Information on displaying and measuring the engine oil level.

      If necessary, give the customer the Driver's Manual Supplement  "General information on displaying and measuring the engine oil level". The Driver's Manual Supplement is available as a PDF file under Technical Information - Main group 1, 1701 - "General information on displaying and measuring the engine oil level" in the PIWIS information system.

    • Documentation in the PQIS job:  Document the customer statement in the PQIS job as follows: "Location" 10010 (Engine), "Symptom" 5071 (Oil consumption too high).
    • Document the technical evaluation  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5072  (Oil consumption in accordance with specifications).
    • Answer the PQIS question  about oil consumption.
    • Tick the "Concept quality"  field.
    • Close the PQIS job.

    => End of action required 
    • 0.5 - 0.8 l 

      (US:  0.53 - 0.84 qt;

      UK:  0.44 - 0.7 qt)

    and 
    • vehicle mileage is less than 10, 000 km  (6, 200 miles)
    		 Talk to the customer: 
    • Inform the customer that the oil consumption corresponds to technical requirements. 
    • Inform the customer that new vehicles use more oil in the first 10, 000 km  /6, 200 miles (running-in phase)  than vehicles with engines that have already been run in.

    Action required: 
    • Correct the engine-oil level and fill in engine oil up to the MAX level. 
    • Inform the customer about possible causes of increased engine oil consumption,  making particular reference to the running-in phase;  see > Information on engine oil consumption.

      In the event of complaints relating to the oil level display or oil level warning,  tell the customer how the oil level is measured and advise him/her to measure the oil level while driving;  see > Information on displaying and measuring the engine oil level.

    • If necessary, give the customer  the Driver's Manual Supplement  "General information on displaying and measuring the engine oil level". The Driver's Manual Supplement is available as a PDF file under Technical Information - Main group 1, 1701 - "General information on displaying and measuring the engine oil level" in the PIWIS information system.
    • Instruct the customer to monitor oil consumption. If the oil consumption is still 0.5 - 0.8 l per 1, 000 km (620 miles)  even with a mileage of more than 10, 000 km (6, 200 miles),  the oil consumption must be measured. 

    Documentation in the PQIS job: 
    • Document the customer statement  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071  (Oil consumption too high).
    • Document the technical evaluation  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5072  (Oil consumption in accordance with specifications).
    • Answer the PQIS question  about oil consumption.
    • Document the cause  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5072  (Oil consumption in accordance with specifications).
    • Close the PQIS job.

    Invoicing: 
    Invoice the amount of engine oil that was added under => Damage Code 1001 50 000  , Repair Code 1.
    => End of action required 
    • 0.5 - 0.8 l 

      (US  : 0.53 - 0.84 qt;

      UK:  0.44 - 0.7 qt)

    and 
    • vehicle mileage is more than 10, 000 km  (6, 200 miles)
    		 Talk to the customer: 
    • Inform the customer that the actual oil consumption  must be measured as a precautionary measure.

    Action required: 
    • Measure the oil consumption, see > Measuring oil consumption.

    Documentation in the PQIS job: 
    • Document the customer statement  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071  (Oil consumption too high).
    • Document the technical evaluation  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071  (Oil consumption too high).
    • Answer the PQIS question  about oil consumption.
    • Document the cause  in the PQIS job as follows: "Location" 9900O  (Test drive), "Symptom" 9737 (Verify customer complaint).
    • Then close the PQIS job.

    Invoicing: 
    Invoice work and materials (engine oil) for preparing for measuring oil consumption under => Damage Code 9900 97 000  , Repair Code 1.
    Further measures: 
    Perform other measures depending on the actual oil consumption  determined by measuring oil consumption in accordance with => Step 3  .
    • more than 0.8 l (US:  more than 0.84 qt;

      UK:  more than 0.7 qt)

    		 Talk to the customer: 
    • Inform the customer that the actual oil consumption  must be measured as a precautionary measure.

    Action required: 
    • Measure oil consumption > Measuring oil consumption.

    Documentation in the PQIS job: 
    • Document the customer statement  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071  (Oil consumption too high).
    • Document the technical evaluation  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071  (Oil consumption too high).
    • Answer the PQIS question  about oil consumption.
    • Document the cause  in the PQIS job as follows: "Location" 9900O  (Test drive), "Symptom" 9737  (Verify customer complaint).
    • Then close the PQIS job.

    Invoicing: 
    Invoice work and materials (engine oil) for preparing for measuring oil consumption under => Damage Code 9900 97 000  , Repair Code 1.
    Further measures: 
    Perform other measures depending on the actual oil consumption  determined by measuring oil consumption in accordance with => Step 3  .
  3. Decide what to do next depending on the result of the oil consumption measurement. 
    Actual oil consumption per 1, 000 km/620 miles  Action required 
    • up to 0.8 l (US:  up to 0.84 qt; UK:  up to 0.7 qt)
    		 Talk to the customer: 
    • Inform the customer that the oil consumption determined by measuring the actual oil consumption  corresponds to technical requirements. 

    Action required: 
    • Inform the customer about possible causes of increased engine oil consumption;  see > Information on engine oil consumption.
    • In the event of complaints relating to the oil level display or oil level warning,  tell the customer how the oil level is measured and advise him/her to measure the oil level while driving;  see > Information on displaying and measuring the engine oil level.
    • If necessary, give the customer  the Driver's Manual Supplement  "General information on displaying and measuring the engine oil level". The Driver's Manual Supplement is available as a PDF file under Technical Information - Main group 1, 1701 - "General information on displaying and measuring the engine oil level" in the PIWIS information system.

    Documentation in the PQIS job: 
    • Document the customer statement  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071  (Oil consumption too high).
    • Document the technical evaluation  in the PQIS job as follows: "Location" 9900O  (Test drive), "Symptom" 5072  (Oil consumption in accordance with specifications).
    • Answer the PQIS question  about oil consumption.
    • Document the cause  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5072  (Oil consumption in accordance with specifications).
    • Close the PQIS job.

    Invoicing: 
    Invoice work involved in determining oil consumption under => Damage Code 1001 50 000  , Repair Code 1.
    => End of action required 
    • more than 0.8 l (US:  more than 0.84 qt;

      UK:  more than 0.7 qt)

    		 Talk to the customer: 
    • Inform the customer that the oil consumption measurement  has confirmed an excessively high level of oil consumption  and a more thorough examination of the vehicle is therefore required.

    Documentation in the PQIS job: 
    • Document the customer statement  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071  (Oil consumption too high).
    • Document the technical evaluation  in the PQIS job as follows: "Location" 9900O  (Test drive), "Symptom" 5071  (Oil consumption too high).
    • Answer the PQIS question  about oil consumption.
    • Document the cause  in the PQIS job as follows: "Location" 10010  (Engine), "Symptom" 5071 (Oil consumption too high).
    • Close the PQIS job.

    Invoicing: 
    Invoice work involved in determining oil consumption under => Damage Code 1001 50 000  , Repair Code 1.
    Further measures: 
    • Check the vehicle for blue smoke and traces of oil (on the underbody panelling)
    • Visually check the engine for oil leaks
    • Perform engine/combustion chamber endoscopy
    • Carry out other measures in consultation with your importer

    Documentation and invoicing of further measures: 
    A separate PQIS job  must be created for documenting further measures  (determining cause of high engine oil consumption, carrying out repair measures).
    The work must be coded and invoiced  by specifying the component responsible for causing the problem  .
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