OTC Announces 'Diagnostics For Life' Program

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OTC Announces ‘Diagnostics For Life’ Program

The new program provides a lifetime warranty on hardware, expanded technical service hours and a software overhaul. According to OTC, these efforts were based on direct Encore owner feedback.

Counterman Staff
By Counterman Staff
Published:

OTC-Encore-300x154

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WARREN, Mich. – OTC has launched the “Diagnostics for Life” program and new Bravo 2.0 software in North America for the Encore diagnostic tool.

The new program provides a lifetime warranty on hardware, expanded technical service hours and a software overhaul. According to OTC, these efforts were based on direct Encore owner feedback. The software update, Bravo 2.0, is provided for every Encore owner with or without an active diagnostics subscription. Technicians will see a faster, more stable tool with additional vehicle coverage and a reduction in screen-to-screen waiting times, according to OTC.

OTC says Bravo 2.0 focuses on making the tool faster and easier to use while expanding coverage and capabilities. Major improvements can be found at OTCTools.com/diagnostics-for-life, and include:

  • The first OTC scan tool with Bosch’s coverage database for European vehicles, focusing on Mercedes-Benz, BMW and Volvo
  • Reduced wait on screen-to-screen time
  • Faster, more stable operating system with expanded vehicle coverage and support
  • AutoID vehicles in as little as two seconds with 99 percent VIN coverage on 2008 and newer vehicles
  • Clearer user controls on available and unavailable features per vehicle
  • Additional coverage for Audi, BMW/Mini, Chrysler/Jeep, Ford, GM, Hyundai, Kia, Mercedes-Benz, Nissan, Toyota, Volkswagen and Volvo
  • More complete vehicle and tool coverage along with extended-hours technical service

“A diagnostic tool can be a technician’s lifeblood in fixing a vehicle, so it must have the most up-to-date coverage for any vehicle that rolls into the shop,” said Ed Lipscomb, OTC product manager. “With the Diagnostics for Life program, we’re offering technicians the ability to not only have the newest vehicle coverage, but to have the hardware warranted for the life of the tool, and backing it with technical service during the hours they work.”

Diagnostics for Life also offers expanded technical service hours. OTC has committed to making support available during the workweek, on nights and weekends to help ensure that technicians have the information and support they need to fix customers’ cars.

The Diagnostics for Life program applies to existing and future purchasers of the Encore. To qualify for Diagnostics for Life, technicians must maintain an active, uninterrupted diagnostics subscription with OTC.

The Bravo 2.0 software update includes:

  • 9,058 new vehicle-ECU combinations
  • Improved AutoID VIN success rate, rising from 87 percent to 99 percent
  • New special tests and systems coverage for Mercedes, BMW/Mini and Volvo
  • Additional coverage for domestic, Asian and European vehicles

For more information on Diagnostics for Life and the OTC Encore and lifetime warranty, visit http://www.OTCTools.com/Diagnostics-For-Life.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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