1  | What is TECH LINE? |
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| | TECH LINE is Nissan’s call 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 | 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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| 3 | What are TECH LINE hours of operation? |
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| | TECH LINE hours of operation are 8:00 am to
7:00 pm Central Time,
Monday through Friday. Saturday 8.00 am to
2:00 pm Central Time. |
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| 4 | Who works at TECH LINE? |
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| | Most TECH LINE Specialists have Nissan or
Infiniti flat-rate experience. Others have
prior help desk experience or have been
training instructors. All are current ASE
master technicians, averaging over 20 years
experience. None are engineers, but they are
previous technicians with practical hands on
experience. |
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| 5 | 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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| 6 | My car still isn’t fixed; when will TECH LINE call me back? |
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| | If repair information was given, it is the
responsibility of the caller to follow up when
additional help is needed. The caller must
have the results from all testing recommended
by the TECH LINE specialist before calling
back. If a follow up message was left directly
with the TECH LINE specialist, TECH LINE will
attempt to contact the caller, however, it is
ultimately the caller’s responsibility to
contact TECH LINE. |
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| 7 | 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 prior reports.
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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| 8 | 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, the caller must contact the
specialist with testing results. TECH LINE
will provide additional guidance. |
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| 9 | How can I close a report and not “waste” time on the phone? |
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| | To confirm a repair, or actual fix, email TECH
LINE at techline@nissan-usa.com . The report
will be closed. |
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| 10 | 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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| 11 | How do I get a DTS (Dealer Technical Specialist) to fix my car? |
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| | A DTS can only be requested by TECH LINE 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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| 12 | 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 reports.
TECH LINE reports are not a substitute for
proper repair order documentation. |
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| 13 | 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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| 14 | Who should call TECH LINE? Can my service writer call while I work? |
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| | TECH LINE prefers that the technician working
on the vehicle calls. The Technician will
likely have the most detailed symptom
information and testing results. If the
service writer is most informed, the service
writer should call. |
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| 15 | I am working on a customer’s car. Can I call to check your database, even if I don’t need diagnostic help? |
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| | Yes, please just say “data base search” at the
start of the call, the Specialist will search
the database and document the call was for
that purpose only. |
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| 16 | 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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| 17 | 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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| 18 | If I have ASIST trouble, who do I call? |
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| | Visit, www.asistfaq.com, email ASIST at
asist@nissan-usa.com, or call (800) 662-3282,
option #4. |
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