1998 MITSUBISHI MONTERO maintenance
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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 AND 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.
Page 187 of 1501
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
Page 193 of 1501
Terminal loose, not
affecting performance .. 1 .. Suggest repair or replacement.
(1) - Application incorrect includes wrong bulb coating
or color.
( 2) - Determine cause and correct prior to repair or
replacement of part.
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CALIPER HARDWARE
CALIPER HARDWARE INSPECTION \
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Condition Code Procedure
Bent ................... A .. Require repair or replacement.
Broken .................. A .. Require repair or replacement.
Corroded, affecting
performance ............ A .. Require repair or replacement.
Dust boots on slider pin
(bolt) missing ......... C ... Require replacement of boots.
Dust boots on slider pin
(bolt) torn ............ A ... Require replacement of boots.
Missing ................. C ............ Require replacement.
Shim bent ............... A ............. ( 1) Require removal
or replacement.
Shim (OE standard)
missing ................ C ........ ( 2) Require replacement.
Shim out of position .... B ............. ( 1) Require removal
or replacement.
Shim worn ............... A ............. ( 1) Require removal
or replacement.
Slider pin (bolt) bent .. B ... Require replacement of slider
pin or bolt and lubricants.
Slider pin (bolt)
rust-pitted ............ A ... Require replacement of slider
pin or bolt and lubricants.
Slider pin (bolt) worn .. A ... Require replacement of slider
pin or bolt and lubricants.
Threads damaged ......... A .. Require repair or replacement.
Threads stripped (threads
missing) ............... A ............ Require replacement.
Worn, affecting
performance ............ A ............ Require replacement.
( 1) - Removal is acceptable if shim is not OE.
( 2) - Aftermarket shims may be suggested to reduce noise.
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CALIPERS
You are not required to replace or rebuild calipers in axle
sets. However, when replacing or rebuilding a caliper due to the
conditions that follow, you may suggest servicing, rebuilding, or
replacement of the other caliper (on the same axle) for improved
performance and preventive maintenance (for example, the part is close
to the end of its useful life, replacing the caliper may extend pad
life, or contribute to more balanced braking).
CAUTION: When installing loaded calipers, it is required that
friction material be matched in axle sets for consistent
braking characteristics.
Page 215 of 1501
to the conditions that follow, you may suggest rebuilding or
replacement of the other wheel cylinder (on the same axle) for
preventive maintenance, for example, the part is close to the end of
its useful life.
Determine the need to rebuild or replace based upon the
individual wheel cylinder conditions that follow.
WHEEL CYLINDER INSPECTION
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Condition Code Procedure
Attaching hardware bent . B ..... Require replacement of bent
parts.
Attaching hardware
broken ................. A ... Require repair or replacement
of hardware.
Attaching hardware
corroded, affecting
structural integrity ... A . Require replacement of corroded
parts.
Attaching hardware
loose .................. A .. Require repair or replacement.
Attaching hardware
missing ................ C .......... Require replacement of
hardware.
Attaching hardware not
functioning ............ A ... Require repair or replacement
of hardware.
Bleeder port damaged (if
non-repairable) ........ A ............ Require replacement.
Bleeder screw broken off
in wheel cylinder (if non-
repairable) ............ A ........ (1) Require replacement.
Bleeder screw plugged ... A ........... ( 1) Require repair or
replacement of bleeder screw.
Bleeder screw seized .... A ........ ( 2) Require replacement.
Bore corroded (pitted) .. B ............ Require replacement.
Bore grooved ............ A ............ Require replacement.
Bore oversized .......... B ............ Require replacement.
Dust boot missing ....... C ..... Require replacement of dust
boot.
Dust boot torn .......... A . ( 3) Require replacement of dust
boot.
Leaking ................. A ....... ( 4) Require rebuilding or
replacement.
Piston corroded, affecting
performance ............ B ... Require replacement of piston
and rebuilding or replacement
of wheel cylinder.
Piston finish worn off .. B ... Require replacement of piston
and rebuilding or replacement
of wheel cylinder.
Piston stuck in bore .... A .... Require replacement of wheel
cylinder.
Loose ................... B .. Require repair or replacement.
Threads damaged ......... A .. Require repair or replacement.
Threads stripped (threads
missing) ............... A ............ Require replacement.
( 1) - Only required if the hydraulic system must be opened.
( 2) - Seized is defined as bleeder screw that cannot be removed
after a practical attempt at removing. Only required if
the hydraulic system must be opened.
Page 416 of 1501
VEHICLE SPEED SENSORS
VENTS
VIBRATION DAMPERS
WHEEL ATTACHMENT HARDWARE
WHEEL SPEED SENSORS
WIRING HARNESSES AND CONNECTORS
YOKES AND SLIP YOKES
INTRODUCTION TO MOTORIST ASSURANCE PROGRAM (MAP)
OVERVIEW OF MOTORIST ASSURANCE PROGRAM
The Motorist Assurance Program is the consumer outreach
effort of the Automotive Maintenance and Repair Association, Inc.
(AMRA). Participation in the Motorist Assurance Program is drawn from
retailers, suppliers, independent repair facilities, vehicle
manufacturers and industry associations.
Our organization's mission is to strengthen the relationship
between the consumer and the auto repair industry. We produce
materials that give motorists the information and encouragement to
take greater responsibility for their vehicles-through proper,
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 were recently published.
Further, revisions to all of these inspection communication standards
are continually republished. 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
Page 417 of 1501
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.
Page 418 of 1501
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.
DRIVE/POWER TRAIN ASSEMBLIES
SERVICE PROCEDURES REQUIRED AND SUGGESTED FOR PROPER
VEHICLE OPERATION
Page 437 of 1501
Application incorrect ... B ............ Require replacement.
Connected incorrectly ... A ................. Require repair.
Corroded, not reusable .. 1 ............ Suggest replacement.
Cracked ................. A ............ Require replacement.
Dry-rotted .............. 1 .. Suggest repair or replacement.
Hard .................... 1 .. Suggest repair or replacement.
Inner fabric (webbing)
damaged ................ A ............ Require replacement.
Insufficient clamping
force, allowing hose to
leak ................... A .. Require repair or replacement.
Leaking ................. A .. Require repair or replacement.
Maintenance intervals ... 3 ............ Suggest replacement.
Melted .................. 1 .. Suggest repair or replacement.
Missing ................. C ............ Require replacement.
Outer covering damaged .. 1 ............ Suggest replacement.
Outer covering damaged to
the extent that the inner
fabric is visible ...... A ............ Require replacement.
Protective sleeves
damaged ................ 2 . Suggest replacement of sleeves.
Protective sleeves
missing ................ 2 . Suggest replacement of sleeves.
Restricted, affecting
performance ............ A .. Require repair or replacement.
Restricted, not affecting
performance ............ 2 .. Suggest repair or replacement.
Routed incorrectly ...... 2 ............ Suggest replacement.
Safety clip missing ..... C ............ Require replacement.
Spongy .................. 1 .. Suggest repair or replacement.
Stripped ................ A ............ Require replacement.
Swollen ................. B ............ Require replacement.
Threads damaged ......... A .. Require repair or replacement.
Threads stripped (threads
missing) ............... A ............ Require replacement.
Type incorrect .......... 1 .. Suggest repair or replacement.
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HOUSINGS (BELL, CASE, TAIL (EXTENSION) AND AUXILIARY)
HOUSING (BELL, CASE, TAIL (EXTENSION) AND AUXILIARY) INSPECTION \
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Condition Code Procedure
Bearing race loose
in bore ................ A .. Require repair or replacement.
Broken, affecting
performance ............ A .. Require repair or replacement.
Cracked ................. A .. Require repair or replacement.
Dowel pin holes worn,
affecting performance .. A ........... ( 1) Require repair or
replacement.
Machined surfaces damaged,
affecting performance .. A .. Require repair or replacement.
Threads damaged ......... A .. Require repair or replacement.
Threads stripped (threads
missing) ............... A ............ Require replacement.
Worn, affecting
performance ............ A .. Require repair or replacement.
( 1) - See DOWEL PINS, GUIDES AND PILOT HOLES .
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