Chapter 5
Vehicle, Customer, and
Service Information
Introduction (1 of 2)
• Vehicle and customer information from
various sources provides fundamental
knowledge required to conduct repairs and
servicing.
• Properly performing maintenance and
repair activities is increasingly dependent
on researching and applying information.
Introduction (2 of 2)
• Vehicle information can come from:
– Vehicle identification plates
– Owner's manuals
– Shop manuals
– Repair orders
– Service and parts programs
– Technical service bulletins
– Information is available through books or
manuals, software packages, or Internet.
Owner's Manual (1 of 4)
• Manufacturers supply the owner's manual
with every new vehicle purchased.
– Usually kept in glove compartment
• Contains information about the vehicle
• Information will vary for each
manufacturer.
Owner's Manual (2 of 4)
• A typical owner's
manual includes:
– Controls and
features of vehicle
– Proper operation,
care, and
maintenance
– Service procedures
– Specifications or
technical data
Owner's Manual (3 of 4)
• A typical owner's manual includes:
– Overview of controls and features of the
vehicle
– Proper operation, care, and maintenance
– Owner service procedures
– Specifications or technical data
– Detailed elements
Owner's Manual (4 of 4)
• Layout and amount of detail vary
according to manufacturer and age of
vehicle.
Shop Manual (1 of 3)
• Available for most every make and model
of every vehicle made
• Comes in two types
– Factory manuals
– After-market service manuals
• Arranged in two ways
– Cover a range of years for a particular vehicle
– Cover a range of vehicles for a single year
Shop Manual (2 of 3)
• Paper manuals less common
– Most manuals have information available
online.
• Electronic versions are becoming popular.
• Typically broken into a number of sections
that relate to systems within the vehicle
Shop Manual (3 of 3)
• Typically has a task
description broken
into steps with
diagrams or pictures
• Using a variety of
manuals will make
you familiar with
finding information
you are looking for.
Using a Shop Manual
• Manual provides a systematic procedure
and identifies special tools, safety
precautions, and specifications relevant to
the task.
• Organized according to vehicle systems
– Has index for quick referencing
Using a Service Information Program
(1 of 3)
• Computer
applications are
used to provide
technical
information for
repair and
maintenance of
vehicles.
Using a Service Information Program
(2 of 3)
• To obtain correct information, you will
need:
– Vehicle identification information
•
•
•
•
Date of manufacture
Model
Engine
VIN number
– Understanding of type of repair or scheduled
service that is being performed
Using a Service Information Program
(3 of 3)
• Repair order may provide vehicle
identification information or you may have
to research.
• Mix of text and diagrams with explanations
– Some may have detailed views.
– Links may be provided to other relevant info.
– Most contain help menus or training guides.
Technical Service Bulletins (1 of 3)
• Manufacturers issue technical service
bulletins (TSBs) to provide information to
technicians on unexpected problems,
updated parts, or changes to repair
procedures that may occur.
Technical Service Bulletins (2 of 3)
• Typically TSBs
contain step-bystep procedures
and diagrams on
how to identify if
there is a fault and
perform any repair.
Technical Service Bulletins (3 of 3)
• At production time, manufacturers prepare
service and technical information.
• Situations can arise when particular
components or repair procedures may
need additional information or changes.
Using TSBs (1 of 2)
• Access the TSBs in your shop or look up
with electronic service information system.
• Check if a TSB has been issued for that
vehicle and type of fault or repair.
• Familiarize yourself with the information
contained in them.
Using TSBs (2 of 2)
• Compare information in TSB to that found
in shop manual.
• Take the TSB with you to perform the
repair.
• Perform repair following TSB where
appropriate while referring to shop
manual.
• Reference TSB and related details in
appropriate area on repair order.
Service Campaigns and Recalls
(1 of 3)
• Usually conducted by manufacturers when
a safety issue is discovered with a vehicle
• Costly to manufacturers
Service Campaigns and Recalls
(2 of 3)
• Mandatory recalls
– Identify the problem
– Its cause
– The vehicles affected
– The recertification requirements
– Recall would be issued and advertised in
media.
– Letters would be sent to known owners.
Service Campaigns and Recalls
(3 of 3)
• Usually all costs associated with the recall
are paid for by the manufacturer.
Using Service Campaign Information
(1 of 4)
• Locate in your shop:
– Any special service messages on
manufacturer's service information site
– Service campaigns/recalls using service
information site
– Recall-related vehicle/service warranty
applications
– Recall/service campaign-related service
interval recommendations
Using Service Campaign Information
(2 of 4)
• Get to know the type of information that is
contained in:
– TSBs
– Service recalls
– Service warranty applications
– Service interval recommendations
Using Service Campaign Information
(3 of 4)
• Check to see if TSB has been issued for
vehicle and type of repair.
• Perform service and repairs following:
– Special service messages
– Service campaigns/recalls
– Vehicle/service warranty applications
Using Service Campaign Information
(4 of 4)
• Perform service and repairs following:
– Service interval recommendations
– Fill in required documentation as required in
your shop policies, and in appropriate area on
repair order, note detail.
Using a Labor Guide
• Indicates how quickly an average
technician can complete the task
• Helps to determine flat rate servicing costs
• Experienced technicians who have
performed the task many times and work
efficiently can usually perform the job
quicker than labor guide specifications.
• Tasks vary from vehicle to vehicle, so time
may not be accurate.
Parts Program (1 of 2)
• Electronic version of a parts manual and is
modern-day version of parts manuals
• Available via:
– CD/DVD
– A computer network
– The Internet
• Use these programs to identify parts and
find order numbers.
Parts Program (2 of 2)
• Produced for all makes and models of
vehicles and a catalogue of all parts that
make up a vehicle
• Catalogued by systems
• Diagrams are shown along with part
number.
• Part number is a unique identifying
number for that particular part.
Using a Parts Program (1 of 2)
• To identify the correct part:
– Know where on vehicle part is installed
– What system or subsystem it comes from
– Vehicle identification information
– Searches can be conducted by keywords.
• Parts will be displayed in diagrams labeled
and show individual parts in exploded
view.
Using a Parts Program (2 of 2)
• Diagrams may number parts and have a
key on page for reference to part numbers.
• Arrows may point to listed part numbers
on the part.
• Most systems will contain help menus or
training guides with examples to assist in
using the software.
Repair Order
• A form used by shops
to collect information
regarding a vehicle
coming in for repair
• Repair order is used
by:
– The technician
– Customer service staff
Repair Order Information (1 of 2)
• Detailed information on repair order
– Customer details
– Vehicle make, model, and year
– Odometer reading
– Customer concern information
– The cause of the problem(s)
– The correction for the problem(s)
– The hours of labor
– The parts used for the repair
Repair Order Information (2 of 2)
• Should include all information pertaining to
customer, vehicle, and cost of repair
• Legal documents that can be used as
evidence in the event of a lawsuit
– Make sure information is complete and
accurate whenever filling out a repair order.
– Store it in an organized, safe place.
– Keep it on file or store electronically for
required length of time.
Accounting (1 of 2)
• Account system can be set up to handle
all payments related to a customer or to a
company that uses your services for a
number of vehicles.
• Record the account number and the order
number.
Accounting (2 of 2)
• Total cost of the service:
– Labor cost
– Cost of parts
– Tax amounts
– Cost of gas and consumables used to service
the vehicle
• Must have customer's authorization to
carry out service
Service History (1 of 3)
• Complete list of all
servicing and repairs
that have been
performed on a
vehicle
• Scheduled service
history is often
recorded in a service
booklet or owner's
manual.
Service History (2 of 3)
• Can provide valuable information to
technicians when conducting repairs
– Can provide information to potential new
owners of used vehicles
• Most manufacturers store history
performed in dealership on corporate
server.
Service History (3 of 3)
• Also used when evaluating warranty
claims
• Independent shops generally keep records
of repairs they perform.
– It is difficult to track at multiple shops.
VIN and Production Date Code, and
Vehicle Information Labels (1 of 3)
• Important because they help uniquely
identify vehicles
• Stands for vehicle identification number
• A unique serial number assigned to each
vehicle produced
VIN and Production Date Code, and
Vehicle Information Labels (2 of 3)
• Since 1981, VIN
made up of 17
characters
– Usually located on
front left corner of
windshield
– Also inscribed on
various parts
VIN and Production Date Code, and
Vehicle Information Labels (3 of 3)
• Used to check service history and ordering
components
• VINs deter auto theft.
• Production date
• Other labels are fitted to the vehicle to
provide ready access to information.
Locating the VIN and Production Date
Code (1 of 4)
• 17-character identification composed of
letters and digits
• Identify all types of motor vehicles
• Originally defined in the International
Standards Organization (ISO) Standard
3779 in 1977
– Revised in 1983
• Usually located on front left corner of
windshield
Locating the VIN and Production Date
Code (2 of 4)
• Also inscribed on:
– Engine
– Transmission
– Both front guards
– Hood
– Doors
– Both bumpers
– Both rear quarter panels
– The trunk or hatchback
Locating the VIN and Production Date
Code (3 of 4)
• Unique worldwide and identifies:
– The country of manufacture
– Manufacturer's name
– Division name
– Model
• Since 1981, all worldwide vehicle
manufacturers use this numbering system.
Locating the VIN and Production Date
Code (4 of 4)
• A record is kept whenever a vehicle is
registered or a registered vehicle is sold.
• Information accessed from this registry
– Title history
– Salvage title
– If lemon law buyback has occurred
– If vehicle has an odometer rollback
Decoding a VIN
• Two different, but
essentially compatible,
17-character VIN
standards
– The North American
VIN system
– The ISO Standard
3779, used in most of
the rest of the world
Using Other Vehicle Information Labels
(1 of 6)
• Vehicle Emission
Control Information
(VECI) label
– Identifies engine
and emission
control information
– Located in engine
compartment
Using Other Vehicle Information Labels
(2 of 6)
• Vehicle Emission Control Information
(VECI) label (cont'd)
– Typically includes :
•
•
•
•
•
•
Engine family and displacement
Model year the vehicle conforms to
Spark plug part number and gap
Evaporative emission system family
Emission control system schematic
Certification application
Using Other Vehicle Information Labels
(3 of 6)
• Vehicle Safety
Certification (VSC)
label
– Certifies the vehicle
meets Federal
Motor Vehicle
Safety, Bumper,
and Theft
Prevention
Standards
Using Other Vehicle Information Labels
(4 of 6)
• Vehicle Safety Certification (VSC) label
(cont'd)
– Certifies the vehicle meets Federal Motor
Vehicle Safety, Bumper, and Theft Prevention
Standards
– Identifies some basic types of information
about the vehicle
– Usually affixed to driver's side door pillar or on
side of the door next to pillar
Using Other Vehicle Information Labels
(5 of 6)
• Vehicle Safety Certification (VSC) label
(cont'd)
– Typically includes the following information
•
•
•
•
•
•
Month and year of manufacture
GVWR and Gross Axle Weight Rating (GAWR)
VIN
Recommended tire sizes
Recommended tire inflation pressures
Paint and trim codes
Using Other Vehicle Information Labels
(6 of 6)
• Refrigerant label
• Coolant label
• Belt routing label
3 Cs
• Concern
– Customer's understanding of problem
• Cause
– Understanding the reason that there is a fault
• Correction
– The procedure and parts that will be used to
fix the problem
Summary (1 of 8)
• Owner's manual usually kept in glove
compartment and provides information on
how to operate the vehicle and basic
maintenance to be performed.
• Manufacturers provide shop (or service)
manuals for each make and model of car;
provide vehicle-specific instructions on
service and repair.
Summary (2 of 8)
• Service information programs allow users
to access maintenance and repair
information via computer.
• After-market repair manuals are not
produced by manufacturers and provide
less detailed information for specific
makes and models.
Summary (3 of 8)
• Manufacturers provide technical service
bulletins (TSBs) as updates to shop
manuals when new problems or
maintenance concerns arise for certain
vehicle makes or models.
• If a safety issue is discovered on a certain
make of vehicle, the manufacturer may
issue a service campaign or recall.
Summary (4 of 8)
• Labor guides provide up-to-date
information on service repair times and
cost estimates.
• Parts programs are electronic catalogues
of vehicle parts.
• Repair or work orders detail customer
concern information to guide the service
technician, as well as information on
services as they are performed.
Summary (5 of 8)
• Account systems track repair costs and
customer methods of payment.
• A vehicle's service history consists of
records of all maintenance and repairs
performed on the vehicle.
• Vehicle information numbers (VINs) are
unique identifiers for each vehicle
produced.
Summary (6 of 8)
• VINs are made up of 17 characters and
are usually located on the front left corner
of the windshield and on the engine,
transmission, and other vehicle parts.
• VINs assist customers and technicians in
tracking title history and reveal whether
the vehicle has been wrecked or had
repeated unsuccessful repairs for a
particular fault.
Summary (7 of 8)
• The two worldwide VIN systems are the
North American VIN system and ISO
Standard 3779.
• The VIN contains information on country
origin, manufacturer, make and model,
body type, seat restraints, engine type,
year of manufacture, assembly plant, and
the order the vehicle came off the
assembly line.
Summary (8 of 8)
• Manufacturers also provide vehicle
information labels to provide further
specifications for each model of vehicle.
• The 3 Cs of vehicle repair are concern,
cause, and correction.
Credits
• Unless otherwise indicated, all
photographs and illustrations are under
copyright of Jones & Bartlett Learning.