Service Bay Comeback Root Cause Investigation Form

Investigation form for documenting a customer comeback after a DIFM service or installed part, identifying the complaint, root cause, corrective action, and prevention steps.

Investigation Overview

• Investigation Date
• Store / Bay Location
• Service Advisor
• Is this a confirmed comeback?
• Prior Repair Order Number
  Enter the prior RO number if available. Do not enter unnecessary PII.
• May we contact the customer for additional information?
  Collect only if needed for follow-up. This supports data minimization and consent.

Customer Concern

• Customer Concern Summary
  Briefly describe the complaint using the customer's words where possible.
• Concern Category
• When does the issue occur?
• Is the concern safety-related?
• Safety Notes

Vehicle and Prior Service Details

• Vehicle Year
• Vehicle Make
• Vehicle Model
• Engine / Trim
• Odometer Reading
• Prior Service Date
• Prior Service Type

Inspection Findings

• Could the issue be duplicated?
• Inspection Steps Performed
• Affected System
• Inspection Summary

Root Cause and Corrective Action

• Root Cause Category
• Root Cause Description
  Explain the evidence that supports the root cause determination.
• Corrective Action Taken
• Parts Replaced
• Return to Customer Status

Prevention, Approval, and Audit Trail

• Prevention Action
  Describe what will be changed to reduce repeat comebacks.
• Manager review required?
• Manager Name
• Manager Approval Notes
• I confirm the information provided is accurate to the best of my knowledge.