Steps to Verify The Complaint

Before getting in the vehicle, review the R.O., confirm this is the correct vehicle.
Is any additional information needed about the complaint? Certain questions to the customer can help narrow this step.
Is the problem intermittent? What are the conditions (roads, temp., speed, etc.)? What is the frequency of the occurrence?
Test drive if driveability related or the conditions require, duplicate conditions as stated by customer.
Was the complaint reproduced?
Is knowledge of system or vehicle sufficient?
Review Reference Training material and owner's handbook for a description of feature operation.
Research complaint in SIB's.
Research past repair history on vehicle.