Colombian customers' first repair records should reconstruct the fault occurrence timeline, including mileage, customer's original words, warning lights or DTCs, recurrence conditions, photos and next feedback time.
Reconstruct the fact timeline first when accepting product faults
This article assigns different tasks to two sources: the former answers the scope of the rules for product failure acceptance, and the latter explains what materials need to be collected.
Colombia SIC explains that when a product fails, consumers can submit a warranty request to the manufacturer or supplier, and keep a record of submission and response.
Columbia SIC explains that SIC’s warranty information lists acceptance, certified transactions and remediation methods as verifiable matters, and the first reception record should be sufficient to reconstruct the fault timeline.
The fault occurrence time and current mileage are recorded separately.
The manuscript of this case uses the time of failure as the entry point. The current mileage is used to describe the condition, the customer's original words are used to prove the status, and the warning light or DTC is used to trigger the next step. Each field retains the date of origin to avoid bringing in old batch information.
Customer statements, diagnosis and commitments cannot be mixed: product failure acceptance
Case timeline
| Field to check · After a Colombian Customer Reports for Rep | How to record it | Evidence source | Action if unresolved |
|---|---|---|---|
| Time of failure | Record the time of failure by year, month, day, hour, minute, and time zone, and indicate the source of the notification | Notice, system record, or receipt with time stamp | If the time of failure lacks a time stamp or time zone, check the original timeline |
| Current mileage | Keep the reading, unit, acquisition method and date for the current mileage | Nameplate, instrument photos, measurement records, test reports | Suspend the use of this value when the current mileage reading cannot correspond to the object |
| Customer's original words | When recording the customer's original words, state the acquisition method and reviewer at the same time | Customer's statement, original instrument diagram, diagnosis or repair work order | Record the difference if the customer's original words are inconsistent with the original record |
| Warning light or DTC | Transcribe the warning light or DTC character by character, and record the issuer and related objects | Photos of the physical object, original issuance or official inquiry receipt | Suspend the affected step if the warning light or DTC is inconsistent with the physical object or master order |
| Recurring conditions | Describe the triggering circumstances, applicable scope and known exceptions of the recurring conditions | Customer statements, original instrument drawings, diagnosis or repair work orders | Suspension of affected decisions when the scope of the recurring conditions cannot be determined |
| Photos or videos | Establish an index of the issuing subject, file number, time and filing location for the photo or video | The corresponding verifiable original, downloaded file, system receipt or original image | The gap must not be closed when the photo or video has missing pages or issuance information |
| The person who picks up the car | The name or organization, role, contact information and scope of authorization of the person who picks up the car | Contract, authorization letter, organization registration or email confirmation | If the person who picks up the car is not authorized or loses contact, the backup responsibility chain |
| Preliminary measures | Write down the measures, executor, execution time, vehicle status and execution results one by one | First reception record, instrument photos and diagnostic work order | Upgrade technical support when the measures have no results or the vehicle condition deteriorates |
| Next feedback time | Register the date, local time, time zone and source channel of the next feedback time | Corresponding time-stamped notification, system record or receipt form | Find out the formation sequence when the next feedback time conflicts with other dates |
Upgrade path after expiration or recurrence: Product fault acceptance
In the first repair report form, record the mileage value and unit, keep the original text of the customer's words, record the time and scene of the fault, copy the code for the warning light or DTC verbatim, write the actions and results of the initial measures, and separately record the date, hour, minute and responsible person for the next feedback time.
The path to verifying after-sales capabilities
Regarding Colombia’s “What should the dealer write in the first record after a Colombian customer reports for repair”, do not take “having after-sales capabilities” as a conclusion. Break it down into at least acceptance positions, diagnostic tools, repair or parts capabilities, training records, upgrade paths and service hours. Each item must be marked with confirmed documents or on-site evidence, applicable models or versions, responsible person and validity period; Where evidence is absent, parts are limited to pending capabilities.
Competency matrices must connect to real work orders or drill logs. In the scenario of "After the Colombian customer reports for repair", even if the tools are in place but the personnel have not completed authorization, or the personnel training has been completed but the parts, software and safety conditions have not been closed, the item cannot be written as independently deliverable. When encountering an out-of-scope fault, record the transfer object, upgrade time limit and customer communication method to avoid mistakenly writing "can be accepted" as "can be repaired".
Use the following record structure to keep the review fields, evidence sources, and release conditions traceable:
| Verification field | Recording requirement |
|---|---|
| Job/Tool/Part Capabilities | Record the current value, direct source, and applicable scope |
| Applicable models and versions | Record the date, method, reading, and supporting evidence |
| Evidence of training or authorization | Record the document name, version, page, or original URL |
| Service boundaries and upgraders | Describe the discrepancy and the decisions it affects |
| Review date and open items | Assign an owner, deadline event, and reopening condition |
Use this table to keep the evidence and affected decisions traceable. The final decision must still be checked against the original record and the current vehicle or batch.
Setting the limits of a service commitment
After Colombian customers report for repairs, the commitment to customers should clearly specify the applicable models, service locations, acceptance times, materials that need to be provided, and the upgrade path if the repair cannot be processed. A change in training, tools or spare-parts status should first trigger updates to the capability matrix and external communication, then a commitment review. All drills or real work orders retain the date, model, problem, processing results and open items to facilitate subsequent review.
After completing the drill or work order review, backfill the model version, personnel and tool status into Colombia's capability matrix of "What should the dealer write in the first record after a Colombian customer reports for repair", and then update the service commitment.
FAQ
The customer said that the vehicle occasionally reports code, how to record the original words?
Keep the customer's original text and list the description of the phenomenon compiled by the service staff to avoid paraphrasing the cause of the fault that has been diagnosed.
Can I still accept repair reports without DTC?
Can. Record the instrument status, occurrence scene, mileage, photos or videos and whether it can be reproduced; the DTC column remains unobtained and will not be rewritten by itself.
After a Colombian customer reports for repairs, will there be a repair station that promises to complete the repairs for the model?
Preliminary measures record the inspections and results done on the spot; repair conclusions need to be supported by diagnosis, work order and completion status, both of which are kept in separate files.
The training record after a Colombian customer reported for repair does not include the model version. Can it be used directly?
No. Also check whether tools, personnel authorization, parts, software and safety conditions cover the model version; Where one item is lacking, reduce or escalate the commitment. This question should be reviewed in conjunction with Columbia's "What should the dealer write in the first record after a Colombian customer reports for repair" and the corresponding original record.
The training record does not include the car model version. Can it be used directly?
can only be used as a clue that training occurred and cannot prove that the current model version is capable. Course scope, personnel, dates and assessment or practical records should be supplemented. This question should be reviewed in conjunction with Columbia's "What should the dealer write in the first record after a Colombian customer reports for repair" and the corresponding original record.
Start the next round of review from the time of failure
Please first confirm the target in Starvia Automotive New Car Catalog, and then send the time of failure, current mileage, customer's original message and desired decision through Contact Page. Unreached local conclusions remain open.
Before release or use, a review of the source is required, and it is necessary to confirm that dealer, service provider, or manufacturer for product failure acceptance has not changed. No conclusion should be inferred for vehicle variants, destination markets or transaction terms not stated here. Review date: 2026-09-28。