Peugeot 308: Organisation bulletin : Feedback procedure (QUALITY FIRST)

Refer to the efficiency process presentation : http://public.servicebox-parts.com/dtt/AP/pstand/PDF/flux.htm.

Customer incidents must be escalated by the Customer Advisor (CA) using the CIF (Customer Incident Form) and be integrated and completed by the Technical Advisor (TA).

Use the "Dealer Issue Detection" (DID) from the DIAGBOX diagnostic tool, taking into account the diagnostic information.

N.B. : Only the diagnostic tool enables the transfer of information to the manufacturer’s aftersales documentation portal.

Types of "Dealer Issue Detection" (DID) available depending on the nature of the incident :

• Dealer issue detection safety (DID-S)
• Dealer issue detection incident (DID-I)

CAUTION : Also create DID-S and DID-I incident escalations on demonstration vehicles.

1. Customer Incident Form (CIF)

Any workshop admission of a vehicle in the launch stage must be recorded in a Customer Incident Form (CIF) on receipt.

When a vehicle incident is classified as "safety" by the customer, the Technical Advisor (TA) is immediately informed by the Customer Advisor (CA).

2. Dealer issue detection safety (DID-S)

Systematic alert in case of a safety risk raised by the customer and validated by the repairer’s Technical Advisor.

ESSENTIAL : In the event of a safety risk raised by the customer and validated by the repairer’s Technical Advisor (technician), the manufacturer must always be notified.

The "dealer issue detection safety" (DID-S) allows this alert to be issued.

CAUTION : Refer to the relevance standard for all incidents classified as "safety".

Refer to the reference document ; On the manufacturer’s aftersales documentation portal : "Incidents-Assistance" tab ↦DID practical information ↦DID standards ↦Relevance standard.

Before carrying out any work, and as soon as you are aware of the safety incident :

• Send a "dealer issue detection safety" (DID-S)
• Respond immediately to requests for additional information
• Immobilise the vehicle in the workshop for 48 hours
• Once this period has elapsed, and if there are no specific instructions for the country of sale, you can work on the vehicle in compliance with local regulatory and legal restrictions

3. Dealer issue detection incident (DID-I)

The "Dealer Issue Detection Incident" (DID-I) is used to alert the manufacturer to a customer incident on a vehicle.

CAUTION : Follow the procedure set out below for each "Dealer Issue Detection Incident" (DID-I).

CAUTION : During the first 12 months following the distribution of this bulletin, and to accelerate high-quality processing, each incident on a vehicle in the launch stage must be the subject of a "Dealer Issue Detection Incident" (DID-I) (Except for maintenance and repairs and is the subject of a TSB (Technical Service Bulletin) to solve the customer problem ).

Observe the DID standards (Manufacturer’s Aftersales documentation portal : "Incidents-Assistance" tab ↦DID practical information ) .

Check that the incident responds to the relevance standard (DID standards ↦Relevance standard ) .

Give clear information about (DID standards ↦What is a properly completed DID? ) :

• The customer symptom (Automatic transfer from the Customer Incident Form (CIF) )
• The conditions of occurrence of the incident
• The diagnostics report
• The repair made

Provide the necessary technical information for the type of incident (Standard ↦Quality standard ) :

• Photos (DID standards ↦Provide useful photos )
• The fault codes noted
• Anything that would help better understand the incident

CAUTION : Parts replaced should be kept for 90 days after a "dealer issue detection incident" (DID-I) is issued.

N.B. : Beyond this period, the general rules for establishing "dealer issue detection incidents" (DID-I) must be complied with (Refer to the organisation bulletin which covers this subject ).

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