Problem Symptom Confirmation
WARNING: This page is about a different car, the 2006 Suzuki Grand Vitara. However, it is still accessible from the selected car via links, so may be relevant.
Check if what the customer claimed in "Customer Questionnaire" is accurately found in the vehicle. If that symptom is found, check whether the symptom is identified as a failure. (This step should be shared with the customer if possible.)