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Autel complaints

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36 Harbor Park Drive
Port Washington, NY 11050 | Get Directions

(855) 288-3587

http://www.autel.com

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Total Amount in Dispute:
$1,295.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

We have received no complaints against this company.

Complaint Closing Statistics

1 complaints against Autel closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Autel

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12/1/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,295.00 Amount Settled: $0.00

Customer Complaint

11/29/2022

I purchased a subscription for the software updates of a diagnostic scan tool called an Autel Maxisys. It is supposed to provide me with 12 months of software updates to help the device communicate with later model vehicles and fix glitches in the unit. I was unable to successfully update the device, I followed all the instructions provided on their website without success. So I contacted customer support and was told to try some things and to phone them on a number they provided, I tried multiple times to reach someone one the number provided but no response, so i looked up the area code to dial first before dialing the number provided, I first left a message on their answering service then managed when I stayed up to 2 am in Australia time so I can make sure it was business hours in NY to speak with someone who said i had the wrong number and would not give his name. I tried everything they recommended and did online research also and changed settings according to the information I found, It was unsuccessful, the device is still erroring and I am still unable to perform an update, So I contacted support again this time advising I would like a refund as I cannot use the service and that I will buy a new tool instead, I was then told the device had been updated so that they can avoid providing a refund. I did some research on the company and found horrible reviews everywhere same problem with many people. Resolution Sought I want to cancel my subscription and receive a refund so I can buy a new tool. Nothing more.

Company Response

11/30/2022

The matter has been resolved, please cancel complaint

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