How to add Standard complaints in Job card in Gain DMS: A Step-by-Step Guide

Overview

The Job Card Complaint Adding Process is used to record the customer-reported issues, vehicle concerns, and service observations against a Service Job Card in Gain DMS.
This process helps the workshop team accurately diagnose vehicle issues, assign required labor and spare parts, and ensure proper service execution.

Adding complaints is a mandatory step in the service workflow because spare parts and labor operations can only be added after complaints are recorded in the Job Card.

Industry Standard Process Understanding

In an automobile dealership workshop, complaint capturing is one of the most critical stages of the service process.

A Service Advisor is responsible for accurately documenting:

• Customer-reported issues (Customer Voice)
• Observed vehicle concerns
• Pending complaints from previous visits
• Repeat issues
• Recall or Field Fix requirements
• Recommended service actions

This process ensures:

• Proper diagnosis by technicians
• Accurate labor allocation
• Correct spare part identification
• Improved first-time fix ratio
• Better customer satisfaction
• Complete service history tracking

Most dealership management systems follow a structured complaint hierarchy such as:

• Concern Category
• Concern Subcategory
• Sub Concern

This standardization helps workshops maintain consistent complaint recording and reporting across all service operations.

Navigation Path

Workshop → Service Job Card → (Service Job card) Acton → Complaints 

Step-by-Step Process to Add Complaints to a Job Card

Step 1: Open Service Job Card Worksheet

• Click on Workshop
• Click on Service Job Card

The system will open the Service Job Card Worksheet, where all open Job Cards are displayed.

Step 2: Select the Required Job Card

• Locate the respective Job Card
• Click on Action
• Click on Complaints

The system will open the Job Card Complaint Screen.

Important Note Before Adding Complaints

Before complaints can be added:

• The user must acknowledge the Service Pre-Check Summary
• For the first complaint entry in a Job Card, this screen opens automatically

This pre-check summary helps the Service Advisor review important vehicle and customer history before proceeding.

Understanding the Service Pre-Check Summary

The Service Pre-Check Summary provides important service-related insights such as:

1. Next Service Due Information

Displays:

• Upcoming service due details
• Service schedule status

This helps advisors recommend timely maintenance. 

2. Open Customer Tickets

Displays:

• Any unresolved customer complaints
• Open support or service tickets

This helps avoid missing pending customer concerns.

3. Value Added Services (VAS)

Displays:

• Active service packages
• Additional service plans opted by the customer
• Current status of those services

Example:

• Extended Warranty
• RSA
• AMC packages
  

4. Repeat Visit Information

If the customer has visited within the last 30 days:

• The system marks it as a Repeat Visit
• Previous visit details are displayed

This helps identify recurring issues.

5. Postponed Advisor Suggestions

Displays:

• Previously suggested repairs/services
• Services postponed by the customer
• Date when recommendation was given

This helps advisors follow up on pending recommendations.

6. Pending Complaints from Previous Job Cards

Displays complaints that:

• Were previously reported
• Were not closed in earlier Job Cards

This ensures unresolved concerns are properly addressed.

7. Field Fix / Recall Information

Displays:

• Any recall campaigns linked to the vehicle
• Field Fix status
• Pending or completed recall actions

This ensures OEM compliance and vehicle safety.

8. Software / Firmware Synchronization

Displays:

• Vehicle software update requirements
• Firmware synchronization requirements

This ensures the vehicle operates on the latest approved software version.

Step 3: Acknowledge Pre-Check Summary

After reviewing all details:

• Click on Acknowledge and Continue

The system will allow complaint entry.

Step 4: Update Customer Voice

In the complaint section:

• Enter the Customer Voice

Customer Voice refers to:

The exact issue or concern communicated by the customer.

Example:

• “Vehicle pulling towards left side”
• “Engine noise while acceleration”
• “Battery draining frequently”

It is recommended to capture customer concerns clearly and accurately.

Step 5: Select Concern Category

Choose the appropriate:

• Concern Category

This represents the major complaint classification.

Example:

• Engine
• Electrical
• Suspension
• Brakes
  

Step 6: Select Concern Subcategory

Choose the:

• Concern Subcategory

This represents the standard complaint group under the selected category.

Example:

If Category = Electrical

Subcategory may include:

• Battery
• Lighting
• Self Start
  

Step 7: Select Sub Concern

Choose the:

• Sub Concern

This is the detailed complaint description related to the issue.

Example:

• Battery not charging
• Horn not working
• Headlight flickering
  

Step 8: Select Complained By

Specify who reported the complaint.

Possible options may include:

• Customer
• Mechanic
• Service Advisor

If the complaint is identified by a mechanic during inspection, select Mechanic.

Step 9: Save the Complaint

After updating all required information:

• Click on Save

The complaint will be added to the Job Card successfully.

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Previous complaint not closed

So if there is any old complaint which was not closed by the dealership for the respective vehicle, than it will show in the complaint screen. And those complaints cannot be deleted or edited.

Complaint Print Options

The system provides two types of complaint print formats:

Dealer Copy

Used internally by the workshop team.

Customer Copy

Used for customer acknowledgment and transparency.

Important Requirement Before Taking Print

Before taking complaint or Job Card print:

• Bike Inventory must be updated

The Bike Inventory process ensures:

• Vehicle accessories/items are recorded before service
• Vehicle condition is documented
• Customer belongings are acknowledged

How to Update Bike Inventory

• Open the respective Job Card
• Navigate to the Inventory option
• Update vehicle inventory details
• Save the inventory

After inventory update:

• Complaint print can be taken from the Complaint Screen
• Job Card print can be taken from the Job Card Screen
  

Multiple Complaint Handling

The system allows:

• One or multiple complaints
• Multiple concern categories
• Multiple issue entries in the same Job Card

This helps record all vehicle concerns in a single service visit.

Important Business Rules

• Complaints must be added before labor and spare operations
• Pre-Check Summary acknowledgment is mandatory
• Bike Inventory update is required before print
• Accurate Customer Voice improves diagnosis quality
• Repeat complaints should be properly tracked
• Pending complaints from previous visits should be reviewed carefully

Process Outcome

Once complaints are added successfully:

• The Job Card becomes ready for workshop diagnosis
• Labor operations can be added
• Spare parts can be added
• Technicians can begin repair activity
• Complaint history becomes part of the vehicle service record

Conclusion

The Job Card Complaint Adding Process in Gain DMS helps workshops standardize complaint recording, improve diagnosis accuracy, and maintain complete service history for every vehicle.

Proper complaint capturing ensures:

• Better technician understanding
• Faster issue resolution
• Improved customer satisfaction
• Accurate workshop operations
• Efficient service tracking

This is how complaints are added to a Service Job Card in Gain DMS.