Technical product information
Topic
Market
area
Brand

Radio: Reception complaints
Russische Föderation (5RU),Australia E04 Bentley rest Asia and Australia (6E04),China 796 VW Import Comp. Ltd (Vico), Beijing
(6796),Germany E02 Bentley rest Europe (6E02),Japan E03 Bentley Japan (6E03),Korea, (South) E08 Bentley South Korea
(6E08),United Arab Emirates E06 Bentley Middle East and Africa (6E06),United Kingdom E01 Bentley UK (6E01),United States
E05 Bentley USA and rest America (6E05)
Bentley

Transaction 2060823/1
No.
Level
EH
Status
Approval
Release
date
New customer code
Object of complaint
information, navigation, communication, entertainment
information, navigation, communication, entertainment
information, navigation, communication, entertainment
reception
information, navigation, communication, entertainment
reception
information, navigation, communication, entertainment
reception
information, navigation, communication, entertainment
digital audio broadcast (DAB) reception
information, navigation, communication, entertainment
digital audio broadcast (DAB) reception
information, navigation, communication, entertainment
digital audio broadcast (DAB) reception
information, navigation, communication, entertainment
list
information, navigation, communication, entertainment
list

-> audio playback, audio settings
-> audio playback, audio settings
-> radio mode -> radio (AM/FM) reception -> fm

functionality -> faulty

-> radio mode -> radio (AM/FM) reception -> fm

functionality -> misfire

-> radio mode -> radio (AM/FM) reception ->

noise, vibration -> noise

-> radio mode -> radio (AM/FM) reception ->

functionality -> faulty

-> radio mode -> radio (AM/FM) reception ->

functionality -> misfire

-> radio mode -> station list -> update channel

functionality -> without
function / defect
functionality -> cannot be
selected
functionality -> without
function / defect
functionality -> without
function / defect
noise, vibration
functionality
concept
control units, services

-> radio mode -> station list -> update channel

-> radio mode -> station selection -> select
-> radio mode
-> radio mode
-> radio mode
-> radio mode

Vehicle data
All models
Sales types
Type
*
*
*
*
*
*

MY
2017
2018
2019
2020
2021
2022

Brand Designation Engine code
E
*
E
*
E
*
E
*
E
*
E
*

Documents
Document name
master.xml

noise, vibration -> noise

-> radio mode -> radio (AM/FM) reception -> fm

information, navigation, communication, entertainment -> radio mode -> automatic station seek
information, navigation, communication, entertainment
channel from channel list
information, navigation, communication, entertainment
information, navigation, communication, entertainment
information, navigation, communication, entertainment
information, navigation, communication, entertainment

Complaint type
noise, vibration
functionality

Gearbox code
*
*
*
*
*
*

Final drive code
*
*
*
*
*
*

Position

Technical product information
Radio: Reception complaints

Transaction No.: 2060823/1

Customer statement / workshop findings
All complaints which are related to radio reception issues

Technical background
Complaints about the radio reception can have many causes. The radio reception strength/quality at th e vehicle location can be an important
issue.
To process such complaints as effectively as possible it is important to precisely record the circumstances when a complaint occurs. The
attached check list is available for this purpose.
Please ensure the instructions within the Measure section are strictly adhered to

Production change
Not applicable

Measure
In case of radio reception complaints (AM/FM/DAB) proceed as follows:
1) Check for any related DTC’s (e.g. antenna open circuit), and rectify any issue as necessary.
2) With no DTC’s logged and with the information from the customer, the retailer should attempt to repeat the issue.
If the issue can not be repeated - No further checks should be carried out.
If the issue can be repeated, the retailer should then carry out a full side to side comparison check using the same model/model year car
Ensuring the following:
•

Both cars have the same Infotainment settings.

•

Ensure both cars are in the same location at the same time.

•

Record videos of the customer’s car and the comparison car, leading up to the interference issue, at the time of the issue, and after the
issue

•

If the issue is only occurring on the customer’s car the operative should carry out the following:

•

Complete the attached check list together with the customer to allow a structured processing of the complaint.

•

The completed check list should be attached to an new or already open DISS query

Check List
Can the complaint be demonstrated by the customer? (if necessary, test drive the vehicle)
Yes
No
With which radio service does the complaint occur?
AM/FM
DAB
Both
Type of complaint? (multiple answers possible)
Poor radio reception (hissing, interference etc.)
No radio reception
Station list empty apart from one station
Complaint about automatic station tracking
Volume fluctuations
Complaint about sound
Audio hesitation
Other (please explain complaint in free text)

When did the complaint occur for the first time?
How often does the complaint occur?
Other (please explain complaint in free text)

Is the complaint location-related?
Yes
No
Location, details and extra information (free text: address, stretch of road, particular features)

Does the complaint refer to a certain station?
Yes
No, Occurs with all stations
Type of station:
Name and frequency (with AM/FM) of station?(free text precise designation, with DAB with ensemble)

Does the complaint depend on the vehicle condition?
Yes, the complaint occurs with:
Switched-on heated rear window
Ignition off, radio on
Ignition on, engine off
Running engine (complaint speed-dependent)
Running engine (complaint not speed-dependent)
No, it occurs at every vehicle condition
Other:(free text: details and extra information)

Particular features where the complaint occurred?
(same stretch of road, urban area, tunnel, etc.)
When does the complaint occur?
(during rush hour, etc.)
At which driving time does the complaint occur?
(driving time related?)
At which vehicle speed does the complaint occur?
(vehicle speed related?)
At which outside temperature does the complaint occur?
(temperature related?)
At which climatic conditions does the complaint occur?
(rain, strong sunshine, snow, etc.)

Detailed information / irregularities / other matters (free text) – please describe as detailed as
possible: