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Mitsubishi Montero (1998+). Manual - part 121

manufacturer-recommended, maintenance. We encourage participating

service and repair shops (including franchisees and dealers) to adopt

(1) a Pledge of Assurance to their Customers and (2) the Motorist

Assurance Program Standards of Service. All participating service

providers have agreed to subscribe to this Pledge and to adhere to the

promulgated Standards of Service demonstrating to their customers that

they are serious about customer satisfaction.

These Standards of Service require that an inspection of the

vehicle’s (problem) system be made and the results communicated to the

customer according to industry standards. Given that the industry did

not have such standards, the Motorist Assurance Program successfully

promulgated industry inspection communication standards in 1994-95 for

the following systems: Exhaust, Brakes, ABS, Steering and Suspension,

Engine Maintenance and Performance, HVAC, and Electrical Systems.

Further, revisions to all of these inspection communication standards

are continually re-published.

In addition to these, standards for Drive Train and

Transmissions have recently been promulgated. Participating shops

utilize these Uniform Inspection & Communication Standards as part of

the inspection process and for communicating their findings to their

customers.

The Motorist Assurance Program continues to work

cooperatively and proactively with government agencies and consumer

groups toward solutions that both benefit the customer and are

mutually acceptable to both regulators and industry. We maintain the

belief that industry must retain control over how we conduct our

business, and we must be viewed as part of the solution and not part

of the problem. Meetings with state and other government officials

(and their representatives), concerned with auto repair and/or

consumer protection, are conducted. Feedback from these sessions is

brought back to the association, and the program adjusted as needed.

To assure auto repair customers recourse if they were not

satisfied with a repair transaction, the Motorist Assurance Program

offers mediation and arbitration through MAP/BBB-CARE and other non-

profit organizations. MAP conducted pilot programs in twelve states

before announcing the program nationally in October, 1998. During the

pilots, participating repair shops demonstrated their adherence to the

Pledge and Standards and agreed to follow the UICS in communicating

the results of their inspection to their customers. To put some

"teeth" in the program, an accreditation requirement for shops was

initiated. The requirements are stringent, and a self-policing method

has been incorporated which includes the "mystery shopping" of

outlets.

We welcome you to join us as we continue our outreach... with

your support, both the automotive repair industry and your customers

will reap the benefits. Please visit MAP at our Internet site www.

motorist.org or contact us at:

1444 I Street, NW Suite 700

Washington, DC 20005

Phone (202) 712-9042 Fax (202) 216-9646

January 1999

MAP UNIFORM INSPECTION GENERAL GUIDELINES

OVERVIEW OF SERVICE REQUIREMENTS & SUGGESTIONS

It is MAP policy that all exhaust, brake, steering,

suspension, wheel alignment, drive-line, engine performance and

maintenance, and heating, ventilation and air conditioning, and

electrical services be offered and performed under the standards and

procedures specified in these sections.

Before any service is performed on a vehicle, an inspection

of the appropriate system must be performed. The results of this

inspection must be explained to the customer and documented on an

inspection form. The condition of the vehicle and its components will

indicate what services/part replacements may be "Required" or

"Suggested". In addition, suggestions may be made to satisfy the

requests expressed by the customer.

When a component is suggested or required to be repaired or

replaced, the decision to repair or replace must be made in the

customer’s best interest, and at his or her choice given the options

available.

This section lists the various parts and conditions that

indicate a required or suggested service or part replacement. Although

this list is extensive, it is not fully inclusive. In addition to this

list, a technician may make a suggestion. However, any suggestions

must be based on substantial and informed experience, or the vehicle

manufacturer’s recommended service interval and must be documented.

Some conditions indicate that service or part replacement is

required because the part in question is no longer providing the

function for which it is intended, does not meet a vehicle

manufacturer’s design specification or is missing.

Example:

An exhaust pipe has corroded severely and has a hole

in it through which exhaust gases are leaking. Replacement of

the exhaust pipe in this case is required due to functional

failure.

Example:

A brake rotor has been worn to the point where it measures

less than the vehicle manufacturer’s discard specifications.

Replacement of the rotor is required because it does not meet

design specifications.

Some conditions indicate that a service or part replacement

is suggested because the part is close to the end of its useful life

or addresses a customer’s need, convenience or request. If a

customer’s vehicle has one of these conditions, the procedure may be

only to suggest service.

Example:

An exhaust pipe is rusted, corroded or weak, but no leaks are

present. In this case, the exhaust pipe has not failed.

However, there is evidence that the pipe may need replacement

in the near future. Replacement of the pipe may be suggested

for the customer’s convenience in avoiding a future problem.

Example:

The customer desires improved ride and/or handling, but the

vehicle’s shocks or struts have not failed. In this case,

replacement may be suggested to satisfy the customer’s

wishes. In this case, replacement of the shocks or struts may

not be sold as a requirement.

A customer, of course, has the choice of whether or not a

shop will service his or her vehicle. He or she may decide not to

follow some of your suggestions. When a repair is required, a MAP shop

must refuse partial service on that system if, in the judgment of the

service provider, proceeding with the work could create or continue an

unsafe condition. When a procedure states that required or suggested

repair or replacement is recommended, the customer must be informed of

the generally acceptable repair/replacement options whether or not

performed by the shop.

When presenting suggested repairs to the customer, you must

present the facts, allowing the customer to draw their own conclusions

and make an informed decision about how to proceed.

The following reasons may be used for required and suggested

services. These codes are shown in the "Code" column of the MAP

Uniform Inspection & Communications Standards that follow:

Reasons to Require Repair or Replacement

A - Part no longer performs intended purpose

B - Part does not meet a design specification (regardless of

performance)

C - Part is missing

NOTE: When a repair is required, the shop must refuse partial

service to the system in question, if the repair creates

or continues an unsafe condition.

Reasons to Suggest Repair or Replacement

1 - Part is close to the end of its useful life (just above

discard specifications, or weak; failure likely to occur

soon, etc.)

2 - To address a customer need, convenience, or request (to

stiffen ride, enhance performance, eliminate noise,

etc.)

3 - To comply with maintenance recommended by the vehicle’s

Original Equipment Manufacturer (OEM)

4 - Technician’s recommendation based on substantial and

informed experience

NOTE: Suggested services are always optional. When presenting

suggested repairs to the customer, you must present the

facts, allowing the customer to draw their own conclusions

and make an informed decision about how to proceed.

ELECTRICAL SYSTEMS

SERVICE PROCEDURES REQUIRED AND SUGGESTED FOR PROPER

VEHICLE OPERATION

NOTE: When working on electrical systems, if a potentially

hazardous condition is observed, require repair or

replacement of affected components prior to performing

further work.

ACTUATOR MOTORS (SOLENOIDS) (ELECTRIC)

ACTUATOR MOTOR (SOLENOIDS) (ELECTRIC) INSPECTION

Condition Code Procedure

Attaching hardware

broken ................. A ... Require repair or replacement

of hardware.

Attaching hardware

missing ................ C .......... Require replacement of

hardware.

Attaching hardware not

functioning ............ A ... Require repair or replacement

of hardware.

Connector broken ........ A .. Require repair or replacement.

Connector (Weatherpack

type) leaking .......... A .. Require repair or replacement.

Connector melted ........ A ........... ( 1) Require repair or

replacement.

Connector missing ....... C ............ Require replacement.

Inoperative ............. A ........ (2) Require replacement.

Linkage bent, affecting

performance ............ A ... Require repair or replacement

of linkage.

Linkage bent, not

affecting performance .. 2 ... Suggest repair or replacement

of linkage.

Linkage binding, affecting

performance ............ A ... Require repair or replacement

of linkage.

Linkage binding, not

affecting performance .. 1 ... Suggest repair or replacement

of linkage.

Linkage broken .......... A ... Require repair or replacement

of linkage.

Linkage loose, affecting

performance ............ A ... Require repair or replacement

of linkage.

Linkage loose, not

affecting performance .. 1 ... Suggest repair or replacement

of linkage.

Linkage missing ......... C ............ Require replacement.

Linkage noisy ........... 2 .. Suggest repair or replacement.

Missing ................. C ............ Require replacement.

Terminal broken ......... A .. Require repair or replacement.

Terminal burned, affecting

performance ............ A ........... ( 1) Require repair or

replacement.

Terminal burned, not

affecting performance .. 1 ........... ( 1) Suggest repair or

replacement.

Terminal corroded,

affecting performance .. A .. Require repair or replacement.

Terminal corroded, not

affecting performance .. 1 .. Suggest repair or replacement.

Terminal loose, affecting

performance ............ B .. Require repair or replacement.

Terminal loose, not

affecting performance .. 1 .. Suggest repair or replacement.

Missing ................. C ............ Require replacement.

Noisy ................... 2 .. Suggest repair or replacement.

Out of adjustment ....... B .. Require repair or replacement.

(1) - Determine cause and correct prior to repair or

replacement of part.

(2) - Inoperative includes intermittent operation or out of OEM

specification.

ACTUATOR MOTORS (VACUUM)

ACTUATOR MOTOR (VACUUM) INSPECTION

Condition Code Procedure

Attaching hardware

broken ................. A ... Require repair or replacement

of hardware.

Attaching hardware

missing ................ C .......... Require replacement of

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