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Run: Service Bay Comeback Root Cause Investigation Form

Document a service comeback from a DIFM repair or installed part, capture the complaint, trace the root cause, and record the corrective action and preventio...

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Investigation Overview

Investigation Date (required)

Store / Bay Location (required)

Service Advisor (required)

Is this a confirmed comeback? (required)

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.

Yes No N/A

Customer Concern

Customer Concern Summary (required)

Briefly describe the complaint using the customer's words where possible.

Concern Category (required)

When does the issue occur? (required)

Is the concern safety-related? (required)

Safety Notes

Vehicle and Prior Service Details

Vehicle Year (required)

Vehicle Make (required)

Vehicle Model (required)

Engine / Trim

Odometer Reading

Prior Service Date

Prior Service Type

Inspection Findings

Could the issue be duplicated? (required)

Inspection Steps Performed (required)

Affected System (required)

Inspection Summary (required)

Root Cause and Corrective Action

Root Cause Category (required)

Root Cause Description (required)

Explain the evidence that supports the root cause determination.

Corrective Action Taken (required)

Parts Replaced

Return to Customer Status (required)

Prevention, Approval, and Audit Trail

Prevention Action

Describe what will be changed to reduce repeat comebacks.

Manager review required?

Yes No N/A

Manager Name

Manager Approval Notes

I confirm the information provided is accurate to the best of my knowledge. (required)

Yes No N/A

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Email (required)

Your name (optional)

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