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There are two kinds of case status:
Open – indicates the complaint case has been started but not processed yet.
Closed – indicates the complaint case has been processed, solved, and ended.
To establish a new complaint session
1. Register the product online.
2. Tap Support on the MaxiSys Job Menu. The device information is automatically
synchronized with the online account.
3. Tap Complaint on the Main Menu.
4. Tap New Complaint at the upper right corner. A selection menu with a category
of service channels displays.
5. Select your target service channel and click Next to continue. A standard
complaint form displays, on which you are allowed to enter detailed information,
such as personal information, vehicle information, and device information, you
can also attach image or PDF files with the form.
6. Enter in each input field the appropriate information. To settle the complaint
more efficiently, it is recommended to complete the form with as much detail as
possible.
7. Select the required processing time on the last section according to the urgency
of the case.
8. Tap Submit to send the completed form to Autel's online service center. The
submitted complaints will be carefully read and handled by the service
personnel.
13.5 Data Logging
The Data Logging section keeps records of all Feedback (submitted), Not Feedback
(but saved) or History (up to the latest 20 test records) data loggings on the diagnostic
system. The support personnel will receive and process the submitted reports through
the Support platform. The solution will be sent back within 48 hours. You may continue
to correspond with Support until the issue is resolved.
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