NASTF Information Requests

Tracking: 307 Status: Closed
State: OR Name: Jerry
Category of Request: Other or Non-Vehicle Specific Manufacturer: HONDA

Inquiry
Have you checked the OEM website?
Yes
Description of Repair unable to perform
Equipment doesn't power up either with DLC or power supply, lights don't even come on.
Description of Information not available
No response to requests for information on new equipment that is not working.
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
Called 1-800-346-6327 will talk to dealers only, called 1-800-210-8699 no aftermarket support, called first number again told to e-mail to "diagnostic.solutions@teradyne.com", sent two e-mails, over two days no response. Called 1-800-210-8699 left messages (in training session recording).
Other Comments or Concerns
Notes
Mary Hutchinson - 5/28/2010
Honda personnel responded as follows: Good afternoon Mr. Yarberry, This is a follow-up to our phone conversation today. As I mentioned, after I received your NASTF information request, I spoke with Vish at Teradyne and requested that he contact you to resolve the issues with your GNA600. I'm sorry to hear that you did not receive the replacement unit today but I will follow up with you next Tuesday to verify that the unit was delivered and your problem has been resolved. In addition, I'd like to thank you for your email detailing your conversation with Vish. I have discussed your comments with our team here at American Honda and we will be working with Teradyne to improve their customer service. Thank you for your patience. If you have any questions or need further assistance with this issue, please don't hesitate to contact me. Thank you.
Mary Hutchinson - 6/17/2010
From Mr. Yarberry to Teradyne: Thank you for your efforts in finally getting a working Honda GNA 600 unit for our facility. It is unfortunate that the first unit was defective and that there were so many holes in your systems that the replacement order fell through. It shouldn't have taken three weeks and so many unanswered communications to get a 'working' unit. I am happy that you have taken steps to ensure this doesn't happen to the next customer. It is still unfortunate, in my opinion, that you do not have a customer service phone number that could have been used to resolve this issue faster. I appreciate the fact that a redirected email address has been set up for servicing and warranty on tools (service@teradyne.com). As noted above, I have sent copies to the various individuals and groups who assisted getting through to you to help in resolving the issue. The replacement unit is working as it should, and the defective one is packaged waiting for Fedex pick up. Jerry Yarberry
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