1  | What is TECH LINE? |
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| | 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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| 2 | What is my Techline Access Code for my Request Form? |
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| | The Techline Access Code is the dealer's brand
name, Nissan or Infiniti |
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| 3 | How do I contact Techline for assistance? |
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| | From ASIST main menu, select Tech Line Support,
and then select Tech Line Support Request to
'open a case'.
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| 4 | What are TECH LINE hours of operation? |
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| | 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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| 5 | Why is TECH LINE closed for occasional meetings? |
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| | TECH LINE needs 1 to 1.5 hours each week to
meet as a group to review current issues. |
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| 6 | Who works at TECH LINE? |
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| | 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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| 7 | Where is TECH LINE located? |
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| | TECH LINE is located near Nissan’s Smyrna
Plant in TN, along with our engineering staff. |
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| 8 | My car still isn’t fixed; when will TECH LINE respond to my case? |
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| | 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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| 9 | My Technician told me “TECH LINE didn’t have anything” or “they don’t know the answer”. What does that mean? |
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| | 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? |
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| | 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? |
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| | 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? |
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| | 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)? |
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| | 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? |
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| | 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? |
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| | 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? |
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| | 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? |
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| | 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? |
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| | 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? |
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| | 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? |
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| | Visit, www.asistfaq.com, email ASIST at
asist@nissan-usa.com, or call 1-877-732-2550. |
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