𝗗𝗶𝗲𝘀𝗲𝗹 𝗛𝗲𝗹𝗽 𝗣𝗹𝗮𝘁𝗶𝗻𝘂𝗺 𝗶𝘀 𝗼𝗻𝗹𝘆 𝗮𝘃𝗮𝗶𝗹𝗮𝗯𝗹𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗮𝘂𝘁𝗼𝗺𝗼𝘁𝗶𝘃𝗲 𝘁𝗿𝗮𝗱𝗲 𝗶𝗻 𝗔𝘂𝘀𝘁𝗿𝗮𝗹𝗶𝗮 & 𝗡𝗲𝘄 𝗭𝗲𝗮𝗹𝗮𝗻𝗱.
To receive a same day response for diagnostic phone support:
● 𝗔𝗹𝗹 diagnostic jobs must be logged via the website – Log A Job. Only logged jobs will receive a response within 3hrs.
● New diagnostic jobs and follow up support requests must be logged 𝗯𝗲𝗳𝗼𝗿𝗲 𝟮𝗽𝗺 𝗠𝗼𝗻𝗱𝗮𝘆 𝘁𝗼 𝗧𝗵𝘂𝗿𝘀𝗱𝗮𝘆 your local time, Fridays 𝗖𝗹𝗼𝘀𝗲𝗱.
● Excludes QLD & national public holidays and 2 weeks Christmas closure – we will notify members of upcoming closure periods through the monthly newsletter.
● To request follow up phone support on an existing logged job contact us by phone, email or update ticket.
● Phone access only from participating workshop and staff. 𝗢𝗻𝗲 𝗺𝗲𝗺𝗯𝗲𝗿𝘀𝗵𝗶𝗽 = 𝗢𝗻𝗲 𝘄𝗼𝗿𝗸𝘀𝗵𝗼𝗽
● After the initial consult, our Technical Advisors will update the job request and email a list of recommendations.
● Our Technical Advisors will continue to research and investigate possible causes of all current logged faults. To assist in managing our Technical Advisors and Admin’s time effectively the maximum time a job will remain open is 60 days.
● If we receive no follow up request for assistance on a job, an email will be sent by Admin requesting an update one week after the initial consult has taken place. If no response has been received this will be followed by a phone call by Admin. If we have received no feedback within 14 days of the consult, the job will be closed.
● In the case of an intermittent fault and you are waiting for the vehicle to return, we require an estimated date to be scheduled within a 60 day period.
● Once a job has been closed, we will require a new job to be logged.
𝗣𝗹𝗮𝘁𝗶𝗻𝘂𝗺 𝗺𝗲𝗺𝗯𝗲𝗿𝘀𝗵𝗶𝗽𝘀 𝗮𝗿𝗲 𝗮𝗹𝗹𝗼𝗰𝗮𝘁𝗲𝗱 𝘂𝗻𝗹𝗶𝗺𝗶𝘁𝗲𝗱 𝗽𝗵𝗼𝗻𝗲 𝗱𝗶𝗮𝗴𝗻𝗼𝘀𝘁𝗶𝗰 𝗰𝗮𝘀𝗲𝘀.
● Jobs may consist of more than one call to work through the diagnostic process about 1 fault/vehicle.
● Jobs available are located on your member dashboard – visible once logged into your account. Job numbers are updated weekly and is currently a manual process.
> When circumstances occur such as experiencing internet access issues, an offline request can be sent by contacting us by phone to our office. At the next available opportunity, we do expect you to log in the job via your login.
> Every effort is made to respond to all jobs logged within 3 hrs; in the first instance if the call is not answered please leave a voicemail – we do not respond to hang up calls. In the unlikely event of Diesel Help being unreachable contact will be made within a 24 hour period.
𝗜𝗠𝗣𝗢𝗥𝗧𝗔𝗡𝗧
● If you decide to involve another consulting service to assist with the diagnostics once we are already involved, we will cease our involvement. Involving another consultant increases the time that we are liaising with your technician, it duplicates our work, your work and the other consultants. If you decide to reinvolve us, a new and updated job must be logged.
● Diesel Help Australia reserves the right to refuse diagnostic calls when second hand or non-genuine and/or modified components have been fitted or a customer has provided you with a part for replacement which has been diagnosed externally not by an authorised Diesel Help Member.
Diesel Help Australia’s business is diesel diagnostics, consulting and training. Our recommendations and advice are provided by qualified, knowledgeable and experienced Diesel Technicians. We strive to fulfil your business, staff and customers requirements to ensure that your technicians are instructed to the best of our knowledge and capability.
While Diesel Help Australia will be providing assistance, such a role is advisory. The actual implementation of diagnostics, services and repair will be carried out by yourself [the qualified technician] and you will be accountable for the results. All recommendations and advice on repairs should be carried out using the correct / appropriate specifications and tools.
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