User Manual

Support Operations User Complaint
103
 Waiting Customer Reply – indicates the complaint has been
replied by the service personnel, and requires feedback from the
customer
 Closed – indicates the complaint case has been processed, solved,
and ended
 To view the detailed complaint session, tap the
○
> button on the right
side of the case item.
 To establish a new complaint session
1. Register the product online.
2. Tap the Support application on the MaxiSys Job Menu. The device
information is automatically synchronized with the online account.
3. Tap Complaint on the Main Menu.
4. Tap the New Complaint button 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, in order to
settle the complaint more efficiently, it is recommended to fill out the
complaint form as detailed 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, or tap Reset to refill it. The submitted complaints will be
carefully read and handled by the service personnel, and the
respond speed may depend on the processing time you’ve
required.
 To make a reply in a complaint session
1. Register the product online.
2. Tap the Support application on the MaxiSys Job Menu. The device
information is automatically synchronized with the online account.