If you’ve inquired with us about tuning, or anything else, you were likely directed to our ticket system. So, what is a ticket, and why is this our preferred method of communication?Our ticket system was developed to streamline the support process. By creating an account and opening a ticket, any tune purchases, tune files made in InstaTune, and previous questions can easily be connected to you. Why Do You Use Tickets?When tuning cars, especially if you’re running modifications, there can be a lot to keep track of. From your first inquiry to your final tune revision, using a ticket means all the details are in one place. Using tickets means that we can have everything written down, including a list of any hardware changes done to the vehicle or any other relevant information, and the details can’t get lost or mixed up in a game of telephone.Opening a new ticket is like sending us your first email. Tell us as much as possible, and attach any relevant documents or images.File sharing is another benefit of using the ticket system. When you create a Tuning Request or a Tuning Inquiry, you can attach documents and images to your Ticket. If you create a Ticket through the TuneZilla Portal App using your FlashZilla Pro dongle, your ticket will automatically populate your Stock ECU and TCU file in the ticket. Our team can also upload tune files such as your initial tune as requested and any revisions thereafter, as well as links to useful guides, links to download different programs, and reference photos. This keeps all original files and tune files in one message thread for easy reference later on if needed.A ticket created through the TuneZilla App has the stock files automatically attached to the ticket.If a picture is worth a thousand words, a data log would be worth a million words. Our log viewer application is embedded right into the ticket system, so when you send us data logs, we can instantly view them to help diagnose any issues or unlock even more performance out of your vehicle. Rather than making educated guesses on what kind of adjustments need to be done to a file, we’ll have the data right in front of us to make precise refinements accordingly.Data log (.csv) files can be uploaded to a direct and viewed directly in our Log Viewer application for analysis at https://log.tunezilla.com/Who Sees My Ticket?With the ticket, we can have all the right people working together on your inquiry so we can get you the best answers possible. Whether you’re just starting to dip your toes into the world of tuning or you’ve been in the game for years, our support team is happy to help you with any questions along the way. Team Members are assigned to your Ticket based on your request. We always make sure you get the right help.Our support team will be the first ones to handle all inquiries about tuning, troubleshooting, transactions, and everything else. Our tune calibrators are available as well to create tune files, assist with diagnosis, or answer questions as needed. Teams and their members are assigned as needed, depending on the complexity of your Ticket.Any of our dealers can also be added to a ticket, so that they can be looped into the details of your build and help get you going with a tune if you require dealer-level support for your vehicle.Best PracticesHere are a few ways to help us get your questions answered faster.If you haven’t already looked, you can check out our FAQ page and see if your question has already been answered: https://tunezilla.com/faqProviding more information from the get-go will help us better help you! Filling us in with more details about your car will get us up to speed on your current situation faster, so that we can give the best answers with less back and forth. VIN Information:Sending the VIN gives us more details about your vehicle so that we can give you more detailed information about what tuning options are available. This will also help us find previous tune files and keep track of what’s been done to the vehicle previously. This is also helpful if you decide to sell your car someday, the new buyer can send us the VIN and we can transfer the tune credits to their account.Fault Codes:It’s nearly impossible to determine what the source of the problem is without knowing what codes are active or stored. If a check engine light comes up, please take a fault code scan and send it to us for review. You can also take a fault code scan if your car goes into limp mode.List of Modifications:Sending us a list of all the engine modifications that have been done to your vehicle will allow us to make sure that the tune file you get is set up correctly for your car. If you're planning on doing any modifications in the future, you can let us know that as well.Previous Invoices:If you’re looking to update your tune file and it was purchased through a dealer or retailer, please send us a copy of your invoice so we can confirm the order. If you’re looking to switch over from a different tuning company, you can send us the invoice from that tune purchase, and we can provide you with a discount code for your new TuneZilla tune. In any case, having your invoice handy will help us confirm your purchase faster.Avoid sending multiple follow-ups if possible. We reply to inquiries in order of when the ticket was last updated (from oldest to newest) so that users who have been waiting longer for a response are at the front of the line. This means that sending more messages will move your ticket further back in the queue.Avoid opening multiple tickets for the same vehicle or inquiry. Keeping all of your information in one place will help us keep all the details about your vehicle together to avoid confusion, so that we can answer your questions more quickly.Space out your questions or write them in point form so it’s easier to make sure we’re answering each one correctly. Avoid adding unnecessary details so that we can get to the root of your problem more quickly.
