Ross-Tech has long been known for providing excellent support to customers, but in order to be able to do this, there are a few pre-requisites:

• First, you must be a customer.    If you have not purchased anything from us or from one of our authorized resellers, please do not expect us to help you.   We do not provide any support for the free shareware version of VCDS-Lite until after it's registered (at which point it isn't free anymore).  If you're using a third party interface and can't get it working, please contact your hardware vendor for assistance in getting it working.

• Second, you must be registered with us.  If you bought your system directly from us, you're already registered and don't need to do anything else.   However, if you purchased VCDS from one of our authorized resellers, you must register with us before we will provide support.

• Third, we expect you to be using a current version of our software.   If you contact us for help and you're using an old version, you will be wasting both your time and ours, so please make sure your software is up to date.   Everyone who has ever purchased a system from us (or one of our authorized resellers) can update to a current version of our software for free, so there is absolutely no excuse to be using old, outdated software.

Customers need to understand that there are two major categories of support:  

1. Product Support for Ross-Tech's Software and Hardware,  which consists of ensuring that our product to works for you as described in our manual.   This kind of support is always free, no matter how you choose to contact us. So if your VCDS system isn't working as described in our manual, by all means feel free to pick up the phone and call us, or contact us via any other method that's convenient for you, such as e-mailing us directly.   You'll find our phone number and e-mail addresses on our Contact Page.

2. Application Support, in other words assistance with diagnosing, trouble-shooting, repairing, and modifying cars.  We provide this type of support on a best-effort basis via e-mail and forums for free.    However, providing this type of support in real-time via the telephone has become costly enough that as of January 1, 2012 there will be a fee for such support via the telephone in real-time.   We have two programs available to registered users who desire this kind of support in real-time, over the phone:   You can purchase an annual support plan in our store, or you can pay for an individual support ticket when you call.    Individual tickets are valid for one problem on one car, and for a maximum of 5 business days.

Before customers contact us for support, we ask that they:

• Read our  Frequently Asked Questions pages. 

• For problems specific to a particular car, check the Car Info & Procedures page and the Ross-Tech Wiki.

• Understand that VCDS is a bit like a torque wrench:
  
  It is a precision tool which can be used in a variety of ways, but it requires specific instructions for each application.  We cannot not possibly document everything you can do with every year and model of VW, Audi, Seat and Skoda that VCDS works with. It is essential to have proper diagnostic and repair information for the vehicle you are working on.  Links to sources of diagnostic and repair information can be found  here in our F.A.Q. 

If you do need to get in touch with us, Click here for our Contact Page.