Embedded Files
What's it used for?
What's it used for?
Situations Where Remote Expert Would Be Necessary
Needing assistance with blank module programming
OEM Pre-Post Scans
ADAS Calibration initiation
Service functions that are reserved for OEM software
Who is providing this service?
Who is providing this service?
How are Experts Selected and Vetted
Experts are selected based on previous experience and any certification they may have with a specific OE. All of these experts have business insurance and licenses to provide this service. Autel is only providing the means of connection and do not provide any of these services from whithin the company.
Do customers need additional equipment?
Do customers need additional equipment?
Necessary equipment for our customers to use the service
Remote expert is supported currently on the MS909, MS919, and Ultra tablets. This also includes the XLINK standalone VCI, in which the customer uses a cell phone to submit orders. We always recommend a Hardwired ethernet connection to use the service but WIFI is allowed, customers will always need to use USB to their VCI's when using a tablet.
Frequently Asked Questions
What are the typical issues we might hear from customers?
Typically any issues we see on the platform such as no connection or not being able to post an order boil down to the simple fix of checking the customer's internet connection or making sure both the tablet and the vci are updated. Countless issues are resolved by updating whether it be Remote Expert or other issues with our toolsHow long does it take for Experts to Grab an order?
Orders are grabbed within 5 minutes most of the time, if a customer complains about a long wait time more than likely they selected a specific person rather than submitting it to the open market. To fix this, have the customer cancel their order and resubmit it with no expert selected.What to do when a customer can't get in contact with an Expert after paying?
Customers that claim they haven't heard anything from the expert are typically not checking their messages. When a customer matches with an Expert, an option to call and message the expert appears next to the expert's name at the top of the order page. Typically all experts will message the customer, and if they don't the customer can call the expert using the phone they used in the order page(They have to call from the phone number they used when submitting the order or else the expert will not receive the call)Customer is requesting a refund
Whenever a customer request a refund please take down their Name, Phone Number, and Order Number. You can then send this information to your lead and we will investigate whether the service was performed or not. Autel does not take responsibility for any issues that may stem from using the service and all issues are typically handled between the expert and technician.I have a customer looking to become an expert, who should they contact?
You can refer customers to the "MaxiFix" app that's available on both the appstore and google playstore. After creating an account, they can submit their Certifications in the "ME" section to be reviewed. Please let customers know that we add experts as needed and will notify them by email and phone call if we decided to proceed with their application.
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