Long story short: 28 years in the motor trade, always supported snap-on by buying their tools but never touched their diagnostics tools as always only heard bad things about them.
Vw and Audi specialist and for years now I have been using vcds, Launch, Abritus 72, Actia Multidiag, etc with no problems.
Two weeks ago I bought a brand new solus ultra with 13.4 from snap-on south africa. I was assured that it has the best of the best software on it for vw and audi, was further told by them that I have access to full support and all I need to do is register my solus ultra serial number online and will have full and free access to ShopKey and SureTrack. So I signed on the dotted line and put myself in the deep end for the over priced solus ultra.
From the word go I noticed the Audi expert funtion did not work, (could not even do a 060 throttle body adaption on a 2007 Audi A3), Plugged into a 2009 Golf Gti and froze when selecting expert mode. Plugged into a 2009 Audi A4 and it told me unidentified ecu and could not scan even in basic mode. Plugged into 2012 Polo and way to reset service inspection symbol was via body control module, no comms with instrument cluster. Connected to 2012 Ford Fiesta and it read only 1 code in engine yet Launch and Actia read 12 fault codes.
Machine freezes up the whole time and I regard it a a piece of junk and don't even scan vehicle with it as it is dead slow and my launch and Actia do a better job. I called the national help desk about it and all I got was oh ok we will log your concerns and get back to you. (two weeks later and still haven't had any feed back about my "concerns".
I have checked my software and clearly there are dll files missing, almost as if the software was not loaded correctly. Again I have called the national help desk to complain about this piece of junk solus ultra and was told they will get back to me. Hahaha I am still waiting. In South Africa there is such a thing in Law called The Consumer Protection Act which a government department who deals with unfair and misleading business practice and I am at the point of reporting this matter to them as I get no joy other than a hope that they will attend to this solus ultra problem when they say, "we will get back to you".
Further more when buying this solus ultra I was told that I have free access to ShopKey and SureTrack so last week I try to register for both and guess what......a message pops up on my pc screen asking for a Authorization Key. So I call snap-on help desk only to be told, oh sorry because you in south africa you don't have access to Shopkey or SureTrack. I ask why is that and I get told oh it is because Snap-on in USA only allows access to IP addresses within the USA. (How true that is is anyone's guess). So I ask well have a bought a genuine snap-on solus ultra from you or is it some south african clone? I get told oh yes it is a genuine solus ultra from USA.
So my big question is if this is a genuine snap-on solus ultra why do I not also have the benefit like all the other solus ultra owners to have access to ShopKey and SureTrack? I paid a hefty price for a tool which doesn't even work correctly, has software which hasn't been loaded correctly and to top it all because I live in a third world little country I am not allowed to have access to the same data bases which all the other solus ultra owners do. All of this just does not make sense. Next thing when one of my snap-on ratchets break am i going to be told oh sorry snap-on doe not warranty ratchets sold in south africa? Come on guys at snap-on your tools are meant to be great with great back-up but all I am tasting right now is lemons and a fast growing loss of respect for a brand I have been using for many years. I don't even want to talk to the snap-on help desk or management here in south africa any longer as all I get is a run around or a "oh we will call you back". It is no use taking it out on my snap-on truck guy who visits every week as he is just a spoke in the larger wheel and is no fault of his.
I am hoping that this post will spark some positive action by snap-on USA and I hope that I hear directly from snap-on USA as I am wasting my time with your south african branch and will still be chasing my own tail in 6 months down the line. Can someone from snap-on USA kindly get back to me with regard to this faulty solus ultra aswell as arrange me access to ShopKey and SureTrack.
I await your early reply hereto.
Vw and Audi specialist and for years now I have been using vcds, Launch, Abritus 72, Actia Multidiag, etc with no problems.
Two weeks ago I bought a brand new solus ultra with 13.4 from snap-on south africa. I was assured that it has the best of the best software on it for vw and audi, was further told by them that I have access to full support and all I need to do is register my solus ultra serial number online and will have full and free access to ShopKey and SureTrack. So I signed on the dotted line and put myself in the deep end for the over priced solus ultra.
From the word go I noticed the Audi expert funtion did not work, (could not even do a 060 throttle body adaption on a 2007 Audi A3), Plugged into a 2009 Golf Gti and froze when selecting expert mode. Plugged into a 2009 Audi A4 and it told me unidentified ecu and could not scan even in basic mode. Plugged into 2012 Polo and way to reset service inspection symbol was via body control module, no comms with instrument cluster. Connected to 2012 Ford Fiesta and it read only 1 code in engine yet Launch and Actia read 12 fault codes.
Machine freezes up the whole time and I regard it a a piece of junk and don't even scan vehicle with it as it is dead slow and my launch and Actia do a better job. I called the national help desk about it and all I got was oh ok we will log your concerns and get back to you. (two weeks later and still haven't had any feed back about my "concerns".
I have checked my software and clearly there are dll files missing, almost as if the software was not loaded correctly. Again I have called the national help desk to complain about this piece of junk solus ultra and was told they will get back to me. Hahaha I am still waiting. In South Africa there is such a thing in Law called The Consumer Protection Act which a government department who deals with unfair and misleading business practice and I am at the point of reporting this matter to them as I get no joy other than a hope that they will attend to this solus ultra problem when they say, "we will get back to you".
Further more when buying this solus ultra I was told that I have free access to ShopKey and SureTrack so last week I try to register for both and guess what......a message pops up on my pc screen asking for a Authorization Key. So I call snap-on help desk only to be told, oh sorry because you in south africa you don't have access to Shopkey or SureTrack. I ask why is that and I get told oh it is because Snap-on in USA only allows access to IP addresses within the USA. (How true that is is anyone's guess). So I ask well have a bought a genuine snap-on solus ultra from you or is it some south african clone? I get told oh yes it is a genuine solus ultra from USA.
So my big question is if this is a genuine snap-on solus ultra why do I not also have the benefit like all the other solus ultra owners to have access to ShopKey and SureTrack? I paid a hefty price for a tool which doesn't even work correctly, has software which hasn't been loaded correctly and to top it all because I live in a third world little country I am not allowed to have access to the same data bases which all the other solus ultra owners do. All of this just does not make sense. Next thing when one of my snap-on ratchets break am i going to be told oh sorry snap-on doe not warranty ratchets sold in south africa? Come on guys at snap-on your tools are meant to be great with great back-up but all I am tasting right now is lemons and a fast growing loss of respect for a brand I have been using for many years. I don't even want to talk to the snap-on help desk or management here in south africa any longer as all I get is a run around or a "oh we will call you back". It is no use taking it out on my snap-on truck guy who visits every week as he is just a spoke in the larger wheel and is no fault of his.
I am hoping that this post will spark some positive action by snap-on USA and I hope that I hear directly from snap-on USA as I am wasting my time with your south african branch and will still be chasing my own tail in 6 months down the line. Can someone from snap-on USA kindly get back to me with regard to this faulty solus ultra aswell as arrange me access to ShopKey and SureTrack.
I await your early reply hereto.
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