Autel North America — Local services in Town of North Hempstead

First off, Autel technical support and Juan are fantastic!

I bought an Autel TPMS MS508WF to relearn my two sets of Toyota factory TPMS in my summer and winter sets of tires. Toyota was charging just over $100.00 CDN to do this every 6 months. After much online research, I decided on Autel.

The wi-fi updates never have worked stating my wi-fi is unstable yet it is very strong and I am in the same room as the router and wireless mesh router. But the updates have work plugged into our Apple laptop and MaxiSuite software.

The Autel device reads and stores the Toyota sensor information in the Autel device only taking about 1-2 seconds per tire mounted on the vehicle.

However when I tried to enter the stored information to the Lexus/Toyota vehicles via the OBDII port, it failed to do anything.

My Autel display never showed what should have been showed on the display as per the manual such as a message that it is aware it is connected to the vehicle, etc. The screen showing the vehicle with the pressures at all 4 wheels remained.

So I called Customer Service and spoke to Juan. Call answered right away! What a wonderful person. Juan thought when the tool highlights the spare tire after scanning the last left rear tire, it should ask if you want to scan that spare wheel or not (if there is a direct TPMS installed or not). My unit did not ask and the spare tire at rear was highlighted with a box around it which is normal to indicate that is the next tire to scan. So after waiting to see if the unit did something on it’s own (it did not), I hit N button and returned to image of vehicle with 4 wheels and their psi info. So I plugged in to the ODPII port and turned ignition to ON. Nothing happened. No change on screen. I tried this 3-4 times to no avail.

So Juan asked me to try to press the scan button on the Autel for the spare tire and after it started to attempt to locate a sensor (I did not have to be at the tire as there is no TPMS sensor), he told me to press N which I did. Still plugged in to the OBDII port, I then turned ignition to on again and for the first time a message appeared that is was communicating with the vehicle. Then it was complete and I checked the dash and all 4 wheels with their psi were showing.

Juan was amazing and NOW I am very HAPPY with this Autel device. The manual and quick guide need to state that you need to scan your spare tire regardless your have a spare tire or TPMS sensor in that spare tire. Also better instructions on the screen of the device would be nice but if in the manuals, then that would...

Warranty Service Is a Joke! Poor Transparency and Customer Treatment!!

I own an Autel IM508 car key programmer, which is still under warranty. Recently, the screen cracked, but the device continues to work perfectly. When I contacted Autel to inquire about getting the screen replaced, I was met with vague, unhelpful responses.

I was told I might have to pay for the screen replacement, but no one could confirm whether or not it's covered under warranty. I asked for clarity: Will I be charged, and if so, how much? The only answer I received was that a technician would need to inspect the screen before quoting a price, and I would be responsible for all shipping costs, just to receive that quote.

This makes absolutely no sense. It should be a straightforward process:

Is the cracked screen covered under warranty, yes or no? If not, what’s the cost of a replacement screen for the IM508?

Requiring customers to send in their device, at their own expense, just to be told how much a screen repair will cost is unreasonable. It feels like a manipulative tactic to put customers in a position where they feel forced to pay once the device is already in Autel’s hands.

This is my second Autel device, and up until now, I believed in their products. But this experience has completely changed my perception of the company. It’s frustrating, disappointing, and borderline deceptive.

I want this resolved. I want a clear answer: Is the screen covered under warranty or not? If not, I want an upfront quote for a screen replacement, without the games, without the runaround, and without having to pay to ship my device just for a price.

Autel needs to do better. Customers deserve transparency, respect, and real support, especially when the product is...

UPDATE 1/18/23: I had to send my new tool back due to the touch screen not working, and this repair was received repaired and sent back to me in 5 days. This repair was so much more efficient so I will change my less than 1 star review to 4 star. * This company is a joke if I could give minus stars I would. They have had our equipment for 5 weeks for replacement of a charging port. Their site says 5 days, ha, that is bold face lie. When you call support all they say is, "it's in cue, we are short handed", they cannot give you any time frame. Call after call it's still in cue. They send out emails that they moved into this great new facility and they took extra time off a Christmas as well as New Year's. I am starting to think they are a small company trying to act like a big tool company. Makes me wonder how good their tools are that mine is 2 years old and is already needing repair and they have so many repairs that in 5 weeks mine is not fixed. I was forced to buy another diagnostic tool because I cannot operate my busy shop without it. Spoke with a manager who supposedly moved it up in cue. Giving them one more week then filing a complaint with the better...