ASIST FAQ SUPPORT
 TECH LINE FAQ

1) What is TECH LINE?
2) What is my Techline Access Code for my Request Form?
3) How do I contact Techline for assistance?
4) What are TECH LINE hours of operation?
5) Why is TECH LINE closed for occasional meetings?
6) Who works at TECH LINE?
7) Where is TECH LINE located?
8) My car still isn’t fixed; when will TECH LINE respond to my case?
9) My Technician told me “TECH LINE didn’t have anything” or “they don’t know the answer”. What does that mean?
10) TECH LINE didn’t fix the car; did they just give up on me?
11) How can I update my case with a repair resolution?
12) How do I provide feedback on TECH LINE service?
13) How do I get support from a DTS (Dealer Technical Specialist)?
14) TECH LINE said to replace a part. So why doesn’t TECH LINE just approve my warranty claims?
15) Why won’t TECH LINE just tell me what part to replace, why do I have to do all this work?
16) Who should create a TECH LINE case? Can my service writer submit a case while I work?
17) I am working on a customer’s car. Can I create a case to check your database, even if I don’t need diagnostic help?
18) Why did the TECH LINE specialist suggested someone accompany the customer on a test drive?
19) How do I get tools replaced, repaired or find special tools help?
20) If I have ASIST trouble, who do I contact?
 

What is TECH LINE?
 
 TECH LINE is Nissan’s dealer technical support center, which works in partnership with dealership technicians, engineering, and other NNA staff to assist in repairing customer vehicles and monitoring field quality.
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What is my Techline Access Code for my Request Form?
 
 The Techline Access Code is the dealer's brand name, Nissan or Infiniti
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How do I contact Techline for assistance?
 
 From ASIST main menu, select Tech Line Support, and then select Tech Line Support Request to 'open a case'.
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What are TECH LINE hours of operation?
 
 TECH LINE hours of operation are 7:00 am to 6:00 pm Central Time, Monday through Friday. Saturday 8:00 am to 2:00 pm Central Time.
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Why is TECH LINE closed for occasional meetings?
 
 TECH LINE needs 1 to 1.5 hours each week to meet as a group to review current issues.
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Who works at TECH LINE?
 
 Most TECH LINE Specialists have Nissan or Infiniti dealer flat-rate experience. Others came from other brands and Independent repair facilities. All are current ASE master technicians, averaging over 20 years of experience. None are engineers. All Specialists are previous technicians with practical hands on experience.
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Where is TECH LINE located?
 
 TECH LINE is located near Nissan’s Smyrna Plant in TN, along with our engineering staff.
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My car still isn’t fixed; when will TECH LINE respond to my case?
 
 If initial repair information was given, it is the responsibility of the tech to follow up when additional help is needed. Include results from all testing recommended by the TECH LINE specialist.
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My Technician told me “TECH LINE didn’t have anything” or “they don’t know the answer”. What does that mean?
 
 Some form of recommendation or direction is always provided to the technician. Sometimes an incident is either new or unique where TECH LINE has no similar cases. Occasionally, the incident is known, but may still be under investigation. In these situations, TECH LINE will document your information and give a general status.
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10 TECH LINE didn’t fix the car; did they just give up on me?
 
 TECH LINE always has a next-step. If a vehicle is not fixed after following TECH LINE recommendations, it is the responsibility of the tech to follow up and TECH LINE will provide additional guidance.
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11 How can I update my case with a repair resolution?
 
 To confirm a repair that helps other technicians, respond to the case email, or update your TECH LINE case through the website.
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12 How do I provide feedback on TECH LINE service?
 
 Use the TECH LINE Survey link on ASIST or click here. Responses go directly to management.
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13 How do I get support from a DTS (Dealer Technical Specialist)?
 
 TECH LINE can only request a DTS once all reasonable repair attempts and dealer resources have been exhausted. The DTS will assist technicians in repairing vehicles, but not do the repairs themselves.
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14 TECH LINE said to replace a part. So why doesn’t TECH LINE just approve my warranty claims?
 
 TECH LINE provides diagnostic assistance and repair guidance only. Per warranty policy, all repairs and times must be documented appropriately on the repair order. The warranty call center must be contacted for claim issues. If referenced, the warranty call center will review TECH LINE cases. TECH LINE cases are not a substitute for proper repair order documentation.
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15 Why won’t TECH LINE just tell me what part to replace, why do I have to do all this work?
 
 Many vehicle issues have similar symptoms. Accurate test results are needed to determine the proper repair. A repair direction will be given as soon as it can be determined.
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16 Who should create a TECH LINE case? Can my service writer submit a case while I work?
 
 TECH LINE prefers that the technician working on the vehicle create the case. The Technician will likely have the most detailed symptom information and testing results.
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17 I am working on a customer’s car. Can I create a case to check your database, even if I don’t need diagnostic help?
 
 Yes, TECH LINE Database is available in ASIST. Click "TECH LINE DB Search" button located on the ASIST home page.
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18 Why did the TECH LINE specialist suggested someone accompany the customer on a test drive?
 
 Sometimes, the best way to know the details of a customer’s concern is to drive with them while they attempt to demonstrate the issue. Listening to the customer, watching them duplicate an issue, or experiencing their driving, will provide important information for understanding their concern.
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19 How do I get tools replaced, repaired or find special tools help?
 
 The Techmate phone number is 1-800-662-2001; TechMate is Nissan’s primary Special Service Tool contact. Also check the Tools and Equipment section in ASIST Information Toolbox.
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20 If I have ASIST trouble, who do I contact?
 
 Visit, www.asistfaq.com, email ASIST at asist@nissan-usa.com, or call 1-877-732-2550 option #4.
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