05/26/2026
🔧 Tech Tip Tuesday 🔧
Knowing when to make a tech support case is just as important as knowing how to diagnose the vehicle.
Before submitting a case, stop and ask yourself:
📝 What have I already done?
📝 Did I actually document it?
📝 What haven’t I checked yet?
📝 What is the next thing a support technician is likely going to ask me to test?
If you already know the next logical diagnostic step, do it before making the case and have that information ready to go. The more complete your documentation is, the faster and more efficiently support can help you.
Before opening a case:
🔍 Search the archives for similar concerns
📚 Check service bulletins / SIBs / TSBs
📖 Review knowledge articles in GCS Collabtic
📎 Attach vehicle scans and relevant test results
⚡ Verify powers, grounds, fuses, and network integrity
🔋 Confirm battery voltage and charging support during diagnostics/programming
When making a support case, include:
📋 A detailed description of the concern
🛠️ All diagnostic steps already performed
📸 Pictures of measurements and test results
📈 Oscilloscope captures or PicoScope files when applicable
📄 Results from OE test plans if available
🔎 Fault codes, measured values, and any relevant observations
Things that usually do not need a tech support case:
❌ “What fuse is for this component?”
❌ “How do I scan the vehicle?”
❌ “Where is this module located?”
❌ Questions already answered in service information or knowledge articles
Tech support works best when it becomes the next step in diagnostics not the first step.
