Good diagnostic equipment is only part of the solution. When you need help, having access to technical support from people who actually understand vehicle diagnostics can make all the difference.
Vehicle diagnostics isn’t simply a matter of plugging an interface into a car and pressing a button. Modern vehicles contain numerous electronic control modules, different communication systems and increasingly complex diagnostic procedures.
That’s why we believe the support behind diagnostic equipment is just as important as the equipment itself.
Support From People Who Understand Vehicles
Diagnostic Central’s technical support team consists of experienced mechanics, with each member having at least 10 years of automotive experience.
That means when a customer contacts us with a problem, they’re dealing with people who understand vehicles, diagnostic procedures and the practical realities of working in a garage.
We don’t simply read instructions from a script. Our experience allows us to understand what a customer is trying to achieve and help them work through the problem logically.
Help With More Than Just Installing Software
Technical support can cover much more than simply getting diagnostic software installed and running.
Depending on the equipment purchased and the problem involved, we can help customers with areas such as:
- Installing and configuring supplied diagnostic software
- Setting up diagnostic interfaces and drivers
- Establishing communication between the computer, interface and vehicle
- Identifying the correct diagnostic software or function for a particular task
- General guidance when using supplied diagnostic equipment
- Troubleshooting communication and connection problems
- Remote assistance where appropriate
Remote Support When Required
Some computer or software problems are much easier to resolve when we can actually see what is happening on the customer’s screen.
Where appropriate, we can provide remote assistance using secure remote-support software. This allows our support team to help diagnose installation, configuration and software issues without the customer having to describe every screen or error message over the telephone.
The customer remains in control of their computer and can end the remote session at any time.
Extended Support Hours
We know diagnostic work doesn’t always happen between nine and five.
Our technical support team is available from 9am until 9pm Monday to Saturday and from 4pm until 9pm on Sunday.
These extended hours are particularly useful for professional users who may be working on vehicles during the day and need assistance later, as well as home users working on their vehicles during evenings or weekends.
12 Months of Support With Our Complete Diagnostic Systems
Our complete diagnostic systems include 12 months of technical support, giving customers somewhere to turn if they encounter a problem after their equipment arrives.
We want customers to be able to actually use the equipment they purchase rather than simply receive a box of hardware and software and be left to figure everything out themselves.
Choosing the Right Diagnostic Equipment
Support can also begin before you buy anything.
If you’re unsure which diagnostic tool or system is appropriate for your vehicle, workshop or intended use, contact us before ordering. Tell us what vehicles you work on and what you want to be able to do, and we’ll help you choose suitable equipment.
Sometimes that may mean recommending a complete professional diagnostic system. In other cases, a much less expensive vehicle-specific interface may be all that’s required.
Equipment, Software and Support Working Together
A good diagnostic system isn’t defined by one component alone. Reliable hardware, suitable diagnostic software and knowledgeable technical support all contribute to the overall experience.
That’s the approach we take at Diagnostic Central: supplying diagnostic equipment backed by people who understand how that equipment is actually used on vehicles.
