Support Questions

[omega_5]

Honest question here, and please don't take offense;
Does your support staff actually read the tickets that are submitted? Or do they just instantly send off the boiler plate "send the tune, infolog, blah, blah"?
I've been back and forth today on an editor issue, and it doesn't seem like it's getting passed on.
I really DGAF if it gets fixed, since I can work around it. But, I'm just trying to help you guys refine you product, and prevent the 'average' user from getting burned by it.
So, why the support wall?

Now, for those that care;
The L5P E41 OS 12730512 DTC table has a pretty massive bug. P000F, P0016, P0017, P0018, P0019, and P003A seem to be missing from the DTC list.
As such, it's throwing the entire table off by six positions.
Want to turn off P0622 for the Generator Field Terminal? Woops... you unknowingly turned off P0606 for the ECM Processor.

For reference, I have attached a comparison of the DTC list for OS 12730512, and it's generation predecessor.

[Bill@HPTuners]

what is your ticket number?

[omega_5]

Ticket# 496497

So, why does an info log or the debug matter for a clear editor issue?
It's just a bit frusterating to see a gate when some of us as trying to help you guys out with bug reporting.

[Bill@HPTuners]

Ticket# 496497

So, why does an info log or the debug matter for a clear editor issue?
It's just a bit frusterating to see a gate when some of us as trying to help you guys out with bug reporting.

infolog is necessary because it contains your MPVI device information and the fact that it takes about 10 seconds to gather one its a quick and easy way to gather ALOT of information our engineer may require. Debug gathers read information when reading the ecm to determine if there was an issue during the read process vs an issue with the definition on our end.

It appears the tech assigned to your ticket requested the exact items I would've, I would suggest you provide the information he requests so that he can get your issue resolved for you.