General Service Helpline: Overview

May 1995

TOPIC OUTLINE

HELPLINE UPDATE - MAY 1995

HELPLINE DIAGNOSTIC INFORMATION

As those of you who have called the Technical Helpline know, when we are assisting you in diagnosing a problem, we will ask you for information, such as pressures, resistance values, duty ratios, etc., depending on what the problem might be.

Many times when we ask for this information we are told "It's okay, it's good or it's within specs". If you tell us it's okay - fine. We will make our suggestions accordingly. If you haven't actually done the checks for the information we are seeking, but just say you have, it will be you who loses. Our suggestions will not be appropriate for the situation as it TRULY is. They will only be appropriate for the situation as you related it to be. By not doing a check we asked for, you have not completely checked the system before return calling us. It is to YOUR advantage to do these checks. If you haven't done a check because you either forgot to or were unaware of it, say so BEFORE we try to assist your diagnosis with incomplete or inaccurate information. We'll ask you to get this information and call us back.

Yes, it takes time to do these checks and you have to find the information in the Service Manuals but we cannot effectively help you if we do not have the information we need. It's like calling the doctor with a pain in your back and neglecting to tell him you have been shot. We're sure his diagnosis would be different if he had this information.

Our job is to help you find the most efficient and cost-effective way to repair the vehicle. We can't do it without the accurate information we need.