Answers to common questions about ordering, delivery, diagnostic systems, software and support. If your question relates to a particular vehicle or product, please contact us before ordering with the relevant details.
Ordering and delivery
When will my order be dispatched?
We dispatch Monday to Friday at midday. Orders received after 11am are normally held until the following working day so that we have time to book the courier and prepare the order. We may upgrade the selected delivery service at no additional cost, but we will not downgrade it.
What happens at weekends and on bank holidays?
Orders received outside normal dispatch times are processed on the next working day.
Can I collect my order or visit a shop?
No. Diagnostic Central is an online-only mail-order business. We do not operate a public showroom, trade counter or collection service. Orders are dispatched by courier.
My order has not arrived when expected. What should I do?
Email admin@diagnostic-central.co.uk with your order number and we will investigate the delivery.
System condition and batteries
What is the difference between Grade A and Grade B systems?
Grade A: fully reconditioned laptops, netbooks or tablets that may show only minimal signs of previous use. The screens are perfect and new batteries are fitted. Grade A systems include a 12-month warranty and 12 months of support.
Grade B: fully operational systems that can show more noticeable cosmetic wear to the casing or screen. Depending on the product, they may have lower memory, reduced battery life, no Bluetooth or missing non-essential items such as rubber feet or a stylus. Grade B systems include a 12-month warranty, excluding batteries, and 12 months of support. The individual product listing provides the definitive condition and contents.
How long will the battery last?
Battery life varies with the computer, its condition, power settings, workload, connected equipment and how it is used. Grade A systems are supplied with new batteries. Charge the battery fully when the system arrives and follow the supplied charging guidance. Batteries are consumable items and are not covered by the system warranty.
Software, Windows and updates
Is the supplied software safe to use online?
Yes. Software supplied by Diagnostic Central is safe to use while the computer is connected to the internet. Do not install unapproved updates or replace supplied software components, as this can affect compatibility or operation.
Which versions of Windows are supported?
Compatibility depends on the diagnostic interface and the supplied software build. Many products support Windows versions from Windows 7 through to Windows 11, but the individual listing takes priority. Windows 11 is a 64-bit operating system. Contact us before ordering if support for a particular Windows version is essential.
Can I update the supplied software myself?
Do not apply software or firmware updates unless Diagnostic Central has confirmed that they are suitable. Where remote update support is included, our support team can carry this out for you. Updates covered by the supplied support service are free during the first 12 months.
My computer has no DVD drive. How is the software installed?
Most software is now supplied through a digital download or installed remotely, so a DVD drive is not normally required. Check the relevant product description for its exact delivery and installation method.
Using your diagnostic equipment
Are the kits easy to use?
We prepare our kits to be as straightforward as practical. Diagnostic work still requires care and suitable vehicle knowledge, and functions vary between vehicles. Where support is included, our team can help with the supplied installation and equipment.
I am unsure how to install the software. Can you help?
Yes. Send the support team a WhatsApp message on 07492 559020. This is a message-only WhatsApp number and cannot receive telephone calls. You can also use the Contact Us page.
Can you help me remap a vehicle?
We can help you choose a suitable package, install supplied software where included and support the supplied diagnostic system. We do not create remap files or provide technical guidance for carrying out ECU remapping. Incorrect procedures can damage an ECU or vehicle.
Repairs
How long do repairs take?
We aim to complete repairs as quickly as possible. Many repairs are completed within 24 hours, but some take longer when diagnosis, testing or replacement parts are required. We will try to keep you informed of progress.
Important repair terms
Any repair invoice that remains unpaid for 28 days may result in the item being sold to recover our costs. Unrepairable items that are not claimed within 60 days may be disposed of, and rights to the item will be forfeited.
Contact and support
Online ordering is available 24/7. Support is available Monday–Saturday, 9am–9pm, and Sunday, 4pm–9pm. For the quickest assistance with an existing purchase, include your order number and describe the issue clearly.