NASTF Information Requests

Tracking: 194 Status: Closed
State: AR Name: Willie
Category of Request: Other or Non-Vehicle Specific Manufacturer: CHRYSLER

Inquiry
Have you checked the OEM website?
No
Description of Repair unable to perform
Trying to get information on why they just REFUSE to give me any updates for the StarScan scanner that I purchased almost a year go.
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
During the past year they have gave me different excuses. Like, we don't know, we will call you back, it will be in the mail. But they charged me for a subscription and I have received none. Mark Patterson was just one of the people I've talked to.
Other Comments or Concerns
Notes
Mary Hutchinson - 7/1/2008 11:59:41 AM
Chrysler overnighted the CD Mr. Blue needed to update his diagnostic tool; Mr. Blue received on June 20 and was able to successfully complete the update. Chrysler will provide Mr. Blue with a form that he needs to fax in to get future updates. Chrysler personnel will provide a final write-up of the resolution when they get the form to Mr. Blue.
Mary Hutchinson - 7/14/2008 2:01:11 PM
NASTF Service Information Feedback/Request Willie Blue Issue · Mr. Blue could not get diagnostic tool updates for the StarSCAN he purchased from SPX Corporation (SPX) in August 2007. · Mr. Blue heard from his sources that Chrysler dealers were receiving updates but he had not received any. Mr. Blue stated he contacted SPX several times inquiring why he was not receiving his diagnostic tool updates and received several different excuses. Resolution · Chrysler contacted Mr. Blue on June 23, 2008 and learned that Mr. Blue received a CD with the diagnostic tool updates for the StarSCAN on June 20, 2008. Mr. Blue stated he updated the StarSCAN and it is operating properly. · As part of the purchase of the StarSCAN the purchaser is entitled to diagnostic tool updates for one year from the date of purchase. · Chrysler contacted SPX and learned the following information: o SPX verified that Mr. Blue was on the update distribution list. § There was a miscommunication between Chrysler and Mr. Blue where it was thought that the purchaser had to fax in an update request form to receive updates. No such form exists. o The last CD update that was issued prior to the one the Mr. Blue received on June 23, 2008 was in July 2007. o The CD update that Mr. Blue received on June 23, 2008 was already in route to him as part of the normal distribution/timing process. o Shortly after receiving the CD update on June 23, 2007, Mr. Blue learned through his sources that another update was available. o Chrysler provided Mr. Blue a free subscription to its TechAuthority website through the end of 2008 so that Mr. Blue can download any updates to his StarSCAN. · Chrysler is reviewing its diagnostic tool update process and plans to make improvements. · Chrysler is considering making diagnostic tool updates available via a web based system in lieu of the current CD based system. This would apply to those updates that are included with the purchase of the diagnostic tool for the one year time period and those that can be purchased beyond the one year time period. · During the transition from the current CD based updates to web based updates, Chrysler will notify all aftermarket diagnostic tool purchasers and ensure that they receive timely updates.
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