Technical Support
GENERAL
Apart from the usual guarantee period of 12 months, the Tech 2 is also covered by an exchange programme that is valid for 2 years from the date of purchase. In the majority of countries in Europe, the United States and Canada, this means that a faulty unit will be changed by courier service within 24 hours of the fault being reported to the HPCSC (Hewlett Packard Customer Support Centre) in Great Britain or the United States.
NOTE: The exchange unit will be supplied only on condition that the faulty unit is handed over in its place.
Ordering a New Tech 2
During the second year the exchange service may be subject to a fee in countries outside the European Union and in such cases the fee must be paid on delivery of the exchange unit.
If you want to purchase additional Tech 2 instruments, you can either get in touch with the person responsible for the Tech 2 at the importer's office or through direct contact with the local representative of distributor Kent Moore. The importer in each country determines the procedure to be followed. The instrument will then be supplied through Kent Moore's worldwide distribution network.
NOTE: New Tech 2 instruments can only be ordered in the aforementioned manner. It is not possible to obtain new instruments through Saab Automobile AB.
Responsibility of Workshop Personnel
Workshop personnel are under obligation to look after their Tech 2 instruments in accordance with the instructions in the section entitled "Cleaning and maintenance of the Tech 2". If there are any signs indicating that an instrument is faulty, workshop personnel should:
1. Perform the Tech 2 "Self-test" as described in the "Set Options" section. A note should be made of the fault messages, if any.
2. Fill in a "Tech 2 fault report" as described in the "User manual" and then call the person responsible for Tech 2 at the importer's office.
NOTE: It is important to inform the person responsible for the Tech 2 at the importer's office as soon as possible so that an exchange unit will be forwarded with the least possible delay. The person responsible for the Tech 2 at the importer's office will immediately advise the Hewlett Packard Service Centre if the instrument has to be changed.
Within the EU, exchange instruments will be dispatched on the next working day if the Hewlett Packard Service Centre receives a fault report from the person responsible for the Tech 2 at the importer's office before 4 p.m. on the previous working day.
Responsibility Of The Importer
The importer is under obligation to appoint a person who will be responsible for the Tech 2 and who will serve as the contact person between workshop personnel and the HPCSC. Should the importer so decide, the same person will also accept orders for new instruments and pass on such orders to distributor Kent Moore.
The importer in each country should also keep statistics of the different fault reports received so that an information database is built up which can be used for quickly identifying and rectifying recurrent faults. The database should contain:
^ Fault symptoms.
^ The number of fault reports concerning different symptoms and the date of each report.
^ Cause of the fault.
^ Action taken.
In order to fulfil the role as this important link, the person responsible for the Tech 2 at the importer's office must be conversant with the car's various systems and also have a detailed knowledge of fault diagnosis and diagnostic tools.
When contacting the HPCSC, the following information should be available:
^ Name of the person responsible for the Tech 2 at the importer's office.
^ Name of the workshop and contact person, as well as the workshop's Saab number and VAT registration number, if any.
^ Address and telephone number of the workshop.
^ Any fault messages from the Tech 2.
^ Problem and course of events.
^ Information on the car model used when the problem arose.
The person responsible for the Tech 2 at the importer's off ice decides whether the reported problem was caused by a fault due to:
1. Operation of the Tech 2.
2. Tech 2 diagnostics software.
3. The car systems' diagnostics software.
4. Hardware in the Tech 2.
1. Operation of the Tech 2
In the case of faults caused by the way the Tech 2 is used, the person responsible for the Tech 2 should explain why the problem has arisen and suggest a correct method of usage.
2. Tech 2 diagnostics software
In the case of faults which can be related to Tech 2 diagnostics software, the person responsible for the Tech 2 at the importer's off ice should get in touch with Saab Automobile's representative.
3. The car systems' diagnostics software
If several fault reports reveal a pattern which indicates that there may be something wrong with the car's diagnostics software in a particular system (e.g. if the control module of a certain system cannot establish contact with one of its sensors), the person responsible for the Tech 2 at the importer's office contact Saab Automobile's representative.
4. Hardware in the Tech 2
If the existence of a fault in the Tech 2's hardware can be established, the person responsible for the Tech 2 should report the fault immediately to the HPCSC.
Responsibility of Hewlett Packard
HPCSC (Hewlett Packard Customer Support Centre) personnel are responsible for:
^ Forwarding a Tech 2 exchange unit to the workshop in question without delay,
^ Repairing a defective Tech 2 and keeping the instrument in storage for subsequent use as an exchange unit.
Responsibility of Saab Automobile
Saab Automobile's representative is responsible for accepting and passing on fault reports which can be related to the diagnostics software in the Tech 2 or the car's hardware.