We would like to inform you of the following:
Over the past few months, we have observed a significant increase in the volume of TIPS cases. This has lead, and will continue to lead, to delays in case processing times.
A more detailed analysis of the TIPS cases received by Technical Workshop Support has shown that a large proportion fulfill the following criteria:
TIPS cases that are incorrectly assigned in the system (incorrect function group selected) and so result in delays to case processing times, or TIPS cases being created for topics that cannot be processed via TIPS case.
These include:
Queries for clarifying warranty decisions.
Queries regarding diagnosis functions.
Information on missing replacement parts.
Queries regarding Vehicle Documentation (VeDoc) and the content or correction of data cards and additions of special equipment codes.
Notes on missing or incomplete repair instructions and wiring diagrams.
Queries regarding body manufacturer topics.
Retrofits or modifications/conversions and software-based retrofits.
We would like to once again explain emphatically that each of these topics have their own existing support channels. These support channels exist in order to route system-assisted information directly into the correct specialist areas each time.
We would like to stress in particular at this juncture that, before creating a TIPS case, you must always check: Whether there is published Service Information regarding the respective complaint; whether there is already a TIPS document (GI or LI document); and that the present fault codes are processed in accordance with the test and diagnosis instructions of XENTRY Diagnosis.
You can find an overview of the topic fields and the correct support channels in the following table:
Support for: | Possible workshop queries: | Support channel |
Repairs | Technical defect on the vehicle and no document present in XENTRY-TIPS regarding the cause of the fault, or the cause of the fault cannot be found. | Create a TIPS case |
Diagnosis problems | Commissioning of control units | Ticket in XENTRY Support & Feedback system (XSF ticket)*1 |
Cost acceptances | Clarification regarding transfer of costs through warranty or goodwill | Extended VEGA Application (EVA) system (ESKULAB) |
Body manufacturer topics | Body/equipment mounting directives | Body manufacturer portal: |
Replacement part availability | The replacement part cannot be delivered and the vehicle is stationary or "Vehicle off road (VOR)" | Delivery date request or escalation via wholesale facility *2 |
*1 When creating the XSF ticket, take care to select the event category and subgroups correctly. | ||
*2 Observe country-specific processes and systems. A VOR order is always required for escalation. | ||
The use of incorrect support channels can lead to delays and additional work for workshop queries.
Please also note the additional information on Technical Workshop Support's responsibilities as well as the minimum information required for each TIPS case (see SI00.00-S-0086A).
In future, we will reject queries that are not assigned correctly or that have to be clarified with the respective specialist units via XENTRY Support & Feedback (XSF ticket), and refer to this Service Information.
Furthermore, we would like to inform you at this juncture that we will, with immediate effect, no longer process TIPS cases for complaints regarding existing documents (Service Information and/or TIPS documents).