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Technical Information

41/11

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Customer Complaint "High Engine Oil Consumption" (41/11)

Information
This Technical Information replaces the Quick Information releases 10/11 (23.03.2011) and 26/11
(23.02.2011) as well as the “High Engine Oil Consumption” Checklist.
The Technical Information contains specifications relating to customer communication, measures
and documentation for dealing with the complaint “high engine oil consumption” and
summarises the contents of the previous Quick Information releases in one document.
From now on, customer statements and measured values are documented directly in the related
PQIS job as described below.
As a result, the “High Engine Oil Consumption” checklist no longer needs to be filled out.
Vehicle type:

Panamera S/Panamera GTS/Panamera Turbo/Panamera Turbo S

Model Year:

As of 2010 up to 2013

Subject:

•
•

Situation:

Customer communication and measures for dealing with the complaint “high engine oil
consumption”.

Customer complaint "High engine oil consumption"
Warning message “Oil level minimum reached/below minimum” in the instrument cluster

This Technical Information contains specifications relating to customer communication and measures for
dealing with the customer complaint “high engine oil consumption”.
Contents:

This Technical Information is divided into the following sections:
Section

Content

Overview of
measures/customer
communication specifications
 Technical Information 'Overview of
measures/customer communication specifications'

•
•
•
•

Definition of measures to be carried out depending on
the extent of the oil consumption problem
Customer communication specifications
Specifications for documenting the problem in the PQIS
job
Invoicing specifications

This section defines the measures to be carried out, depending on
the extent of the engine oil consumption problem reported by the
customer, and the customer communication specifications as well
as the specifications for documenting the problem in the PQIS job
and invoicing.

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You will find detailed information on measures and customer communication in the following
sections:
Determining oil consumption
based on the customer
statement
 Technical Information
'Determining oil consumption
based on the customer
statement'

•

Information on engine oil
consumption
 Technical Information
'Information on engine oil
consumption'

•

Information on displaying
and measuring the engine oil
level
 Technical Information
'Information on displaying and
measuring the engine oil level'

•

Measuring oil consumption
 Technical Information
'Measuring oil consumption '

•

Description of how to determine oil consumption based
on the customer statement

The oil consumption determined based on the customer statement
forms the basis for defining further measures.

Detailed information on why the engine may be using oil
or using an increased amount of oil

Please use this information when communicating with customers
who have complained about engine oil consumption, but whose oil
consumption level corresponds to technical requirements.
Detailed information on displaying and measuring the
engine oil level

Please use this information when communicating with customers
who have complained about implausible oil level warning messages
or if the “high engine oil consumption” complaint is caused by
implausible oil level warning messages.
Description of how to determine the actual oil
consumption by measuring oil consumption

The specifications relating to the conditions and requirements for
measuring oil consumption are defined in the overview of measures.

Overview of measures/customer communication specifications
Information
The following points must always be checked first before carrying out the measures specified below:
•

Is the engine oil leaking?

•

Are there traces of oil on the vehicle (engine, underbody panelling, etc.)?

•

Is there “blue smoke”?

If the answer to one of the questions listed above is “Yes”, check these issues out first in order to
establish the cause of the increased engine oil consumption.

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Technical Information
Action required:

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Determine oil consumption based on the customer statement  Technical Information
'Determining oil consumption based on the customer statement'.
The following information and values are required in order to determine the oil consumption:
•
•
•
•

2

Total amount of engine oil already added by the customer
Mileage of the vehicle
The oil level measured using PIWIS Tester II
Type of oil level sensor installed in the vehicle

Decide what to do next depending on the oil consumption determined based on the
customer statement.
Determined oil
consumption
per 1,000 km/620 miles
•

less than 0.5 l
(US: less than 0.53 qt;
UK: less than 0.44 qt)

Action required

Talk to the customer:
•

Inform the customer that the oil consumption corresponds to
technical requirements.

Action required:
•

Inform the customer about possible causes of increased
engine oil consumption; see  Technical Information 'Information on engine oil consumption'.

•

In the event of complaints relating to the oil level display
or oil level warning, tell the customer how the oil level
is measured and advise him/her to measure the oil level
while driving; see  Technical Information 'Information on
displaying and measuring the engine oil level'.
If necessary, give the customer the Driver’s Manual
Supplement “General information on displaying and
measuring the engine oil level”. The Driver’s Manual
Supplement is available as a PDF file under Technical Information – Main group 1, 1701 – “General information on
displaying and measuring the engine oil level” in the PIWIS
information system.

•

Documentation in the PQIS job:
•

Document the customer statement in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5071 (Oil
consumption too high).

•

Document the technical evaluation in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5072 (Oil
consumption in accordance with specifications).

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Answer the PQIS question about oil consumption.

•

Tick the “Concept quality” field.

•

Close the PQIS job.

 End of action required
•

0.5 – 0.8 l
(US: 0.53 – 0.84 qt;
UK: 0.44 – 0.7 qt)

and
•

vehicle mileage is less
than 10,000 km
(6,200 miles)

Talk to the customer:
•

Inform the customer that the oil consumption corresponds to
technical requirements.

•

Inform the customer that new vehicles use more oil in the first
10,000 km/6,200 miles (running-in phase) than vehicles
with engines that have already been run in.

Action required:
•

Correct the engine-oil level and fill in engine oil up to the
MAX level.

•

Inform the customer about possible causes of increased
engine oil consumption, making particular reference to the
running-in phase; see  Technical Information 'Information
on engine oil consumption'.

•

In the event of complaints relating to the oil level display
or oil level warning, tell the customer how the oil level
is measured and advise him/her to measure the oil level
while driving; see  Technical Information 'Information on
displaying and measuring the engine oil level'.
If necessary, give the customer the Driver’s Manual
Supplement “General information on displaying and
measuring the engine oil level”. The Driver’s Manual
Supplement is available as a PDF file under Technical Information – Main group 1, 1701 – “General information on
displaying and measuring the engine oil level” in the PIWIS
information system.

•

•

Instruct the customer to monitor oil consumption. If the oil
consumption is still 0.5 – 0.8 l per 1,000 km (620 miles)
even with a mileage of more than 10,000 km (6,200
miles), the oil consumption must be measured.

Documentation in the PQIS job:
•

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Document the customer statement in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5071 (Oil
consumption too high).

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Document the technical evaluation in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5072 (Oil
consumption in accordance with specifications).

•

Answer the PQIS question about oil consumption.

•

Document the cause in the PQIS job as follows: “Location”
10010 (Engine), “Symptom” 5072 (Oil consumption in
accordance with specifications).

•

Close the PQIS job.

Invoicing:
Invoice the amount of engine oil that was added under  Damage
Code 1001 50 000, Repair Code 1.
 End of action required
•

Talk to the customer:

0.5 – 0.8 l
(US: 0.53 – 0.84 qt;
UK: 0.44 – 0.7 qt)

•

and
•

Inform the customer that the actual oil consumption must
be measured as a precautionary measure.

Action required:
vehicle mileage is more
than 10,000 km
(6,200 miles)

•

Measure the oil consumption, see  Technical Information
'Measuring oil consumption'.

Documentation in the PQIS job:
•

Document the customer statement in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5071 (Oil
consumption too high).

•

Document the technical evaluation in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5071 (Oil
consumption too high).

•

Answer the PQIS question about oil consumption.

•

Document the cause in the PQIS job as follows: “Location”
9900O (Test drive), “Symptom” 9737 (Verify customer
complaint).

•

Then close the PQIS job.

Invoicing:
Invoice work and materials (engine oil) for preparing for measuring
oil consumption under  Damage Code 9900 97 000, Repair
Code 1.
Further measures:

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Perform other measures depending on the actual oil
consumption determined by measuring oil consumption in
accordance with  Step 3.
•

more than 0.8 l
(US: more than 0.84 qt;
UK: more than 0.7 qt)

Talk to the customer:
•

Inform the customer that the actual oil consumption must
be measured as a precautionary measure.

Action required:
•

Measure oil consumption  Technical Information 'Measuring
oil consumption'.

Documentation in the PQIS job:
•

Document the customer statement in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5071 (Oil
consumption too high).

•

Document the technical evaluation in the PQIS job as
follows: “Location” 10010 (Engine), “Symptom” 5071 (Oil
consumption too high).

•

Answer the PQIS question about oil consumption.

•

Document the cause in the PQIS job as follows: “Location”
9900O (Test drive), “Symptom” 9737 (Verify customer
complaint).

•

Then close the PQIS job.

Invoicing:
Invoice work and materials (engine oil) for preparing for measuring
oil consumption under  Damage Code 9900 97 000, Repair
Code 1.
Further measures:
Perform other measures depending on the actual oil
consumption determined by measuring oil consumption in
accordance with  Step 3.

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Decide what to do next depending on the result of the oil consumption measurement.
Actual oil consumption
per 1,000 km/620 miles
•

up to 0.8 l (US: up
to 0.84 qt; UK: up
to 0.7 qt)

Action required
Talk to the customer:
•

Inform the customer that the oil consumption determined
by measuring the actual oil consumption corresponds to
technical requirements.

Action required:
•

Inform the customer about possible causes of increased
engine oil consumption; see  Technical Information 'Information on engine oil consumption'.

•