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Ross-Tech Live Tech Support For VW/Audi Problems

Ross-Tech, the makers of the popular VW/Audi PC-based VCDS scan tool, made an announcement today that they were updating their diagnostic support program due to the ever increasing demand for this service. 

If you aren't familiar with the Ross-Tech program, technical help with the actual software and usage of their VCDS system has always been top-notch and will continue to be so.  It is the demand by working technicians for real time assistance in solving actual VW/Audi problems that is increasing the demands on the current staff of VW/Audi specialists that work for Ross-Tech.  Rather than back off this type of support, the company is anticipating expansion of this department to meet the need.

And while email and online help will remain free for registered users of the VCDS scan tool, live technical support will now be offered on either an annual subscription basis, or individual case basis.

Here's what the company had to say in their press release:

 

 

Lansdale, PA, April 15, 2011:

On July 19, 2011, Ross-Tech, LLC will begin charging for live telephone technical support of VW/Audi vehicle diagnostics. Two options will be available to registered users of Ross-Tech’s acclaimed VCDS tool:

 

• For the registered user who anticipates using Ross-Tech’s live telephone technical support for

more than 7 cases per year, there is an unlimited $250 annual subscription plan.

 

• For the registered user who expects to use Ross-Tech’s live telephone support fewer than 7

times per year, Ross-Tech offers individual support tickets at $35 per case.

 

Each support ticket is good for one VIN, one problem, and must be closed within 5 days.

Multiple calls for support on this problem are permitted under the ticket. Calls after the 5 day period require a new ticket even if the same problem is still being addressed.

 

“Ross-Tech understands that switching to fee based live support after 11 years of doing this for

free may be perceived as a radical change, but in order to continue to provide the best possible

support available for VW/Audi products, we must recover the cost of providing this service,” says

Uwe Ross, Ross-Tech’s founder. “We currently employ 3 full-time tech support specialists, two of

whom are VW factory trained. Given the constantly growing demand for their time, we expect it

will be necessary to add more staff to this department before the year is out. Charging a nominal

fee to assist users who want us to help them trouble-shoot cars will permit us to maintain the

quality of service which our professional customers from around the world have come to expect.”

 

Vehicle trouble-shooting assistance via E-Mail and Internet automotive forums will continue to be free, because providing support in that manner is much less demanding of instant responses from our staff.

 

Telephone technical support for the VCDS product itself will remain free and available via the phone. This service is limited to assistance with the installation of the product and questions / issues concerning the operation of the product. This free support specifically excludes real-time assistance with diagnostic procedures and trouble-shooting on VW/Audi cars.

 

For more information, please contact Bruce Ruhf, Director of Operations & Marketing at 267-638-2300 or by email to Bruce@Ross-Tech.com


For more information on the VCDS, click this link

For product information from Ross-Tech, click this link

Comments




  • Wow, awesome news!  Definitely one of the top scan tools out there, and that tech support is really reasonably priced.


     


    I hope they can reflash and do keys with it soon.

    Car_Clinic, 3 years ago | Flag

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