XENTRY renewal delay and non responsive help desk

Marc Owner/Technician California Posted   Latest   Edited  
Resolved
NASTF
Drivetrain
Programming
2007 Mercedes-Benz S550 4Matic 5.5L (273.968) 7-spd (722.9) — WDDNG71X97A048192
mbdiagnosis@mbusa.com

What repair are you unable to perform?

More XENTRY J2534 Passthru SCN Coding issues. 

What information are you having trouble obtaining?

Access to the XENTRY System in order to SCN code Transmission ETCs

What steps have you taken to obtain the information you need?

Our XENTRY subscription expired early. It was was set to expire 2/22. On 2/17 we paid the subscription fee and sent in the hardware number as required. No follow up. No communication. 

Activation of an existing account should be easy. The help desk is non responsive with the only message informing us the account is expired. No follow up to my reply asking for help to activate.

(Optional) Any other comments or concerns?

We have 7 cars backed up in the shop waiting for our system to be reactivated. 5 more waiting with postponed appointments. All of these customers are not able to use their vehicles because of the delays caused by the XENTRY J2534 Passthru support network. 

Considering the good relationship I have with Mirek Koziel and the helpful phone calls I have received in the past from the Techs at MB Diagnostics, I can only believe that the operators in Germany are dragging their feet.

+1
Helpful
Interesting
Thanks
Donny Manager
Colorado
Donny OEM Notification
 

Passing this to MB USA for review.

0
OEM Notification Ð Awarded
Marc Owner/Technician
California
Marc Update
 

MB Customer Support send in the Startkey this morning. My J2534 Passthru is up and running. Thank you to Diagnostic Network, NASTF and Donny Seyfer for assistance. I wasn't able to get this done by myself.

0
Update Ð Awarded
Donny Manager
Colorado
Donny Resolution
 

Marc, Based upon both your response and the following response from MB USA I am closing this SIR resolved Hi Donny, An update on this one as well --- our HelpDesk colleagues were able to assist Marc Silverstein and had his issue resolved last week on Thursday, March 3, 2022.

0
Resolution Ð Awarded