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2. Complaint List
The complaint list displays all the complaints of all time and all status by default.
The summary information for each complaint includes the Subject Name,
Ticket ID, User’s Account ID, Date, and the Case Status.
There are four kinds of the case status:
Open – indicates the complaint has been started but not processed yet
Suspended – indicates the complaint is being processed
Waiting Customer Reply – indicates the complaint has been replied to by
the service personnel, and requires feedback from the customer
Closed – indicates the complaint 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 Support on the MaxiSys Job Menu. The device information is
automatically synchronized with the online account.
3. Tap Complaint on the Main Menu.
4. Tap New Complaint 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. 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.
To make a reply in a complaint session
1. Register the product online.
2. Tap Support on the MaxiSys Job Menu. The device information is
automatically synchronized with the online account. Tap Complaint on the
Main Menu.
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