The Most Common Customer Complaints and How to Document Them Properly
Accurately documenting customer complaints is one of the most important responsibilities of a service advisor. Proper documentation ensures technicians have the necessary information to diagnose and repair vehicles efficiently, reducing miscommunication and costly comebacks. At Auto Link Technician, we understand the importance of clear, structured repair orders, so let’s break down some of the most common customer complaints and how to document them effectively.
Asking Good Questions to Gather Accurate Information
One of the most effective ways to document customer complaints properly is by asking the right questions during the initial conversation. Open-ended questions like, “Can you describe exactly what you’re experiencing?” encourage customers to provide detailed information, rather than simple yes or no answers. Follow-up questions such as, “When did you first notice this issue?” and “Does it happen under specific driving conditions?” help pinpoint the problem. Additionally, repeating back the customer’s description ensures clarity and prevents misinterpretation. The better the information gathered, the easier it is for technicians to diagnose and resolve issues accurately, leading to faster repairs and greater customer satisfaction.
1. Check Engine Light On
How to Document:
Instead of writing “Check engine light on”, gather more details:
- When did the light turn on?
- Are there any noticeable changes in performance?
- Has the vehicle been to another shop for the same issue?
Example: “Customer states the check engine light turned on two days ago after refueling. No drivability issues noticed. No prior diagnosis performed.”
2. Car Won’t Start
How to Document:
- Does the engine crank, or is there no response when turning the key?
- Any recent repairs or issues before this occurred?
- Were any warning lights, noises, or unusual symptoms present before failure?
Example: “Customer states vehicle does not crank or start after sitting overnight. Battery was replaced last month. No warning lights prior to failure.”
3. Strange Noises While Driving
How to Document:
- What type of noise is it? (clicking, grinding, whining, etc.)
- When does it occur? (during acceleration, braking, turning, etc.)
- Where does it seem to be coming from?
Example: “Customer states a loud clunking noise is heard from the front driver-side when making slow right turns. Noise has been present for two weeks.”
4. Vehicle Pulling to One Side
How to Document:
- Does it pull at all speeds or only during braking?
- Is it more noticeable on certain roads?
- Has the alignment been checked recently?
Example: “Customer states vehicle pulls to the right when driving over 40 mph. No recent alignment performed. No vibrations or unusual tire wear noticed.”
5. Brakes Feel Soft or Spongy
How to Document:
- When did the issue start?
- Does the brake pedal go to the floor?
- Are there any unusual noises when braking?
Example: “Customer states brake pedal feels soft and sinks when pressed. Issue started one week ago. No squeaking or grinding noises reported.”
6. Air Conditioning Not Blowing Cold
How to Document:
- Is the air blowing at all, or just not cold?
- When was the last A/C service?
- Does the problem occur all the time or only in certain conditions?
Example: “Customer states A/C blows warm air at idle but gets cold when driving. Last A/C service unknown. No unusual noises or smells from vents.”
7. Transmission Shifting Issues
How to Document:
- Are shifts delayed, rough, or slipping?
- Does it happen at specific speeds or conditions?
- Any transmission warning lights on?
Example: “Customer states transmission shifts rough between 2nd and 3rd gear, mostly when accelerating under light throttle. No warning lights on dash.”
8. Warning Lights Other Than Check Engine
How to Document:
- Which warning light is on?
- When did it first appear?
- Any symptoms associated with the warning light?
Example: “Customer states ABS warning light turned on last week. No noticeable braking issues. Light turns off occasionally after restarting the vehicle.”
9. Car Vibrating at Certain Speeds
How to Document:
- At what speed does the vibration occur?
- Does it happen when braking, accelerating, or at a constant speed?
- Has tire balance been checked recently?
Example: “Customer states vibration occurs at 55-65 mph and is felt in the steering wheel. No recent wheel balancing or suspension work.”
10. Fuel Economy Dropped Significantly
How to Document:
- When was the last fuel-up, and has a different fuel type been used?
- Any recent tune-ups or fuel system services?
- Any drivability issues noticed?
Example: “Customer states fuel economy has dropped by 5 MPG over the last month. No check engine light or noticeable changes in performance.”
Why Proper Documentation Matters
Thorough documentation prevents misdiagnosis, speeds up repair times, and reduces customer frustration. AI-powered tools like those from Auto Link Technician help advisors capture complaint details accurately and consistently, ensuring technicians have everything they need to perform efficient and effective repairs.