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01-00-89-010J Comeback Prevention Information and Using Customer Concern Verification Sheets (CCVS) - (Nov 12 2012) Driveline Control 4WD Driveline Control - part 2

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Be prepared withthe necessary and completed documentation before calling.Update the TAC Call Log Sheet after each call.Using the Comeback Prevention Flowchart

Always use the following Comeback Prevention Flowchart to help standardize work withinthe dealership as well as provide direction and appropriate use of research and diagnosticaids including TAC.

First Repair Attempt — Actions to Perform

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Document all procedures and repairs on the R.O.Understand and verify the vehicle condition and the customer concern on the R.O. Roadtest the vehicle with the customer as needed.If the road test demonstrates that the vehicle is not operating per: specifications,Go to Step-3.If the road test demonstrates that the vehicle is operating per: specifications, thenroad test a like vehicle to verify that the condition and customer concern regardingthe condition are normal.If the customer is dissatisfied due to a concern about a normal operating characteristic,create a Field Product Report (FPR) refer to the latest version of Corporate BulletinNumber 02-00-89-002, in Canada a Product Information Report (PIR), refer to the latestversion of Corporate Bulletin Number 10-00-89-006.For any complicated, difficult or intermittent condition or concern, completely andaccurately fill out the appropriate CCVS.In GlobalConnect/Investigate Vehicle History (IVH), review the service history ofthe vehicle.If the vehicle has been serviced at least once previously for the same or similarcondition or complaint, document the type of repair, number of repair attempts andthe number of days the vehicle was out of service. Go to: Second Repair Attempt — Actions to Perform.In GlobalConnect check for field actions and recalls.Dispatch to a qualified technician.Search SI for applicable bulletins and preliminary information (PI).Use Strategy Based Diagnosis and road test the vehicle as needed.Perform the repair as needed.Verify that the customer is completely satisfied with the repair.Deliver the vehicle.

Second Repair Attempt — Actions to Perform

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Notify the service manager of a repeat repair visit.Document all procedures and repairs on the R.O.If available, review the original CCVS for the condition. Completely and accuratelyfill out the appropriate CCVS for this visit.Understand and verify the vehicle condition and the customer concern on the R.O. Roadtest the vehicle with the customer as needed.In GlobalConnect/Investigate Vehicle History (IVH), review the service history ofthe vehicle.In GlobalConnect check for field actions and recalls.Enter the information in the Comeback Log.Dispatch to a qualified technician and review the CCVS and the R.O.Search SI for applicable bulletins and preliminary information (PI).Use Strategy Based Diagnosis and road test the vehicle as needed.If additional diagnostic information is needed, call TAC with the above documentationand a completed Technical Assistance Information Form (TAIF).Update the TAC Call Log Sheet after each call.Follow up with TAC until the vehicle is repaired, including the results of the previousdiagnostic recommendations made by TAC.Perform an inspection and quality control road test as needed prior to delivery ofthe vehicle to the customer.Verify that the customer is completely satisfied with the repair.Deliver the vehicle.Close the TAC case on GlobalConnect with as much detailed repair information as possible.

Third Repair Attempt — Actions to Perform

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