No.: 17 TS-17Rev
October 3, 2017
TO:

Service Locations

FROM:

Detroit Customer Support Center

SUBJECT:

Instructions for CSC Diagnostic Support

Instructions for Customer Support Center (CSC) diagnostic support were originally referenced in 14 CSA-17.
However, 14 CSA-17 has been revised to focus on creating a web ticket. This new letter is solely focused on
best practices for CSC diagnostic support due to current high volume conditions.

ISSUE
Delayed responses from the Detroit CSC for diagnostic assistance.
CAUSES
•

The addition of new products to the current Detroit Brand product line has caused increased call
volumes.

•

Incomplete troubleshooting/incorrect information provided – tickets lacking information needed for
diagnostic support.

•

Tickets created unnecessarily:
o PSL, DDEC reports and/or log files provide enough information to self-diagnose the repair
o Using the CSC ticket for Warranty claim documentation (i.e., Aftertreatment)

REQUIRED ACTION
It is the CSC’s desire and commitment to provide world class support for the timely resolution of issues
presented for Detroit brand products. We will use all means at our disposal provided we are given accurate and
precise information and receive all requested documentation and files from Detroit-supported tools and
services.
The following actions are required prior to contacting the CSC for assistance:
1. Obtain a precise, accurate and detailed explanation of the issue from the fleet/driver/owner. (In-depth
issue documentation reduces misdiagnoses and misdirection to the repair technician).
2. Consult ALL available diagnostic aides and publications in PSL, DDCSN, DiagnosticLink®, Service
Solutions and Detroit approved WEB-based forums for related information and repair solutions.
3. If your shop has a local Dealer/Distributor Trainer available, review the issue with the Trainer, if
necessary.
4. Consult with local sister branches, if applicable, for their related experiences with similar issues.

Detroit Diesel 13400 Outer Drive, West / Detroit, Michigan 48239-4001

17 TS-17Rev

-2-

10/3/2017

If NO resolution has been reached up to this point, please have results of all actions taken by all associated
technicians organized for interaction with the Detroit Customer Support Center.
The Customer Support Center:
•

•
•
•

Requires service locations to share knowledge within their location before requesting assistance. The
CSC cannot support technician training through ticket interactions. (Web tickets lacking ALL required
items will be closed.)
Encourages checking SSI for ticket note log updates rather than calling.
Is used for assistance with undocumented issues, NOT step-by-step repair direction. ALL such
interactions will be communicated to the DSM. SSI ratings may be affected.
Is NOT to be utilized to verify a suspected repair path, authorize a repair path, document repair steps for
warranty claims, approve a repair for warranty, deny warranty on a repair, review ANY warranty claims,
and settle ANY disputes between the repair facility or prior repairing facility and the fleet/owner.

The Detroit CSC has taken numerous steps to streamline the ticket process over the last several years.
Following are some commonly referenced CSA/WO letters:
1. Creating a Service Web Ticket with the Detroit CSC: See 14 CSA-17Rev
2. Method for Uploading Diagnostic Log files for CSC evaluation: See 14 CSA-16Rev
3. Email status change updates for tickets: See 15 CSA-8
4. Adding attachments to an existing ticket: See 15 CSA-10Rev
5. Dealer access to obtaining back door passwords: See 15 CSA-3
6. Warranty related questions: Contact the Warranty Support Center: See14 WO-2
Thank you for your support.