Fixd Automotive Customer Service — Expert Guide

This guide explains Fixd Automotive customer service in practical detail: how to contact support, what information to prepare, common troubleshooting steps, warranty and return expectations, and escalation best practices. It is written from the perspective of a technician and customer-support specialist who has handled OBD-II device support and mobile-app diagnostics. Wherever possible the guide gives exact actions, typical time frames, and numbers you can use when interacting with Fixd or similar automotive-diagnostics vendors.

Primary official resources: Fixd’s product and support portal is at https://fixdapp.com and the Fixd mobile app is available on the Apple App Store and Google Play. For social updates and status notices the company typically posts to @fixdapp on X (Twitter) and maintains a Facebook page; use those channels only for status checks—do not send private diagnostic data publicly.

Contact Channels and Typical Response Times

Fixd’s customer service workflow is organized around three primary channels: in-app support (preferred), a web-based Help Center, and email-based ticketing. The in-app support route supplies device logs, product serial numbers, firmware and app versions automatically, which reduces back-and-forth and usually shortens resolution time. When contacting support, choose the in-app “Help” option first if you have the device connected.

Expect initial replies in roughly 24–72 hours for standard email tickets and in-app requests; high-priority issues (device dead on arrival, hardware failure) are typically escalated with an acknowledgement within 12–24 hours. Full resolution timelines vary: firmware or app fixes may be resolved in days, hardware RMA or replacements commonly take 7–14 business days once a claim is approved. If you purchased through a third-party retailer (Amazon, Best Buy, Walmart), you may need to use the retailer’s return channel first for refunds; Fixd will usually handle warranty replacements directly once a purchase receipt or order number is provided.

What to Have Ready Before You Contact Support

Preparing accurate information up front is the single fastest way to achieve a timely resolution. Customer-service agents will ask for identifying data and diagnostic artifacts—gathering these before you submit the ticket eliminates repeated follow-ups and speeds processing of RMAs or software investigations.

• Device serial or barcode (printed on the Fixd Sensor) and app-generated device ID; if unavailable, include the email used to register the device and the order number or receipt.
• Your vehicle VIN, make/model/year, and engine type (gas/diesel/hybrid). OBD-II compliance note: most U.S. vehicles from 1996 onward are OBD-II compatible; include exact year to confirm compatibility.
• App version and OS version (for iOS: e.g., iOS 17.x; for Android: e.g., Android 13/14), timestamped screenshots of error messages, and specific Diagnostic Trouble Codes (DTCs) such as P0420, P0171, etc.
• Steps you already tried, approximate times/dates of interactions, and whether the device was used in the car while plugged in (key on vs. engine running).

Troubleshooting: Practical Self-Help Steps

Before opening a ticket, run a short checklist that resolves roughly 60–70% of common issues (Bluetooth pairing, app crashes, false readings). These steps collect the diagnostic evidence Fixd support needs if further escalation is required.

• Power and connection: Ensure the car is in ACC or RUN (OBD power is not always available when ignition is off). Re-plug the Fixd Sensor into the OBD-II port inside the driver footwell; try two different USB power ports if using power adapters for the app connection.
• Bluetooth and permissions: On iOS/Android, disable and re-enable Bluetooth, grant location and Bluetooth permissions to the Fixd app, and forget the device in system Bluetooth settings then re-pair via the app. Restart the phone after changes.
• App and firmware: Update the Fixd app to the latest version, and if the app prompts for a firmware update for the sensor, install it while the sensor is plugged in and the car is at ACC or RUN. If the firmware update fails, take screenshots and note the update attempt time.
• Cross-check: Test the Fixd Sensor on a second compatible vehicle if available to determine whether the problem is vehicle-specific or device-specific.

Warranty, Returns, and RMA Details

Fixd typically handles warranty claims by verifying purchase date and device condition. Common practice for consumer OBD-II devices is a standard manufacturer warranty (often 12 months) and a return window for unopened items (commonly 30 days) when bought directly from the manufacturer. If you suspect hardware failure, expect to provide the order number, proof of purchase date, photos of the device and packaging, and the serial number; this accelerates the RMA approval.

Once a warranty replacement is approved, exchange timelines usually include authorization, receipt of defective unit (if required), shipment of replacement, and tracking—plan 7–21 business days for the full exchange round-trip. Refund processing after an approved return commonly takes 3–10 business days to appear on payment statements. Always confirm whether the RMA requires prepaid return label from Fixd or return at customer expense; that information is provided in the support ticket reply.

Escalation and Best Practices for Fast Resolution

If initial support responses are delayed beyond the stated 72-hour window, escalate by replying to your support ticket and requesting priority review with a clear subject line: “Escalation Request – Device Serial XXXXX – Inoperable/DOA.” Attach the key items listed earlier (serial, VIN, screenshots, app logs). For purchases via retailers, keep your order confirmation and any return tracking numbers available—retailer claims are often faster for refunds.

For complex diagnostic issues (intermittent connectivity, inconsistent DTCs), request that support provide a detailed log export or remote session instructions. Keep logs for at least 30 days after opening a ticket. Finally, verify and document all actions and timelines: ticket creation time, agent names, and ticket ID—this documentation is crucial if you need to escalate to consumer protection channels or file a credit-card dispute for unresolved warranty claims.