If I were a new car dealer, I suspect that the problem would have been rectified in hours, not weeks. It is hard to believe that such a simple request should have posed such a problem. Mercedes is an organized, structured, and efficient company. I was never given an explanation for the delay. On Monday morning, December 20, I received an email from Mirek Koziel that the Start Key would be emailed to me immediately from Germany. On Friday, December 17, I used this opportunity to strongly express my disappointment in the way I was being treated in the United States. I opened another XSF case so that I could respond to the customer satisfaction inquiry from Germany that accompanied every closed case. I opened another XSF case, but it closed out because I was locked out of answering it. A week later, December 7, … instructed me to contact Mirek Koziel at …. Several emails and phone calls later I was still locked out of Xentry although the cause of the issue was determined: my Start Key had expired. The XSF help request was closed the next day after referring me to the Netstar help desk where I was given an email and phone number to call. On November 30, 2021, I opened an XSF case because I was locked out of using Xentry with the message “no access authorization code”. I was locked out of flashing from to … This was my fault, but it should not have taken that long or been that hard to determine that myIDNow was not fully completed. Mercedes dragging their feet seems to be a pattern. (Optional) Any other comments or concerns? I cannot run my business as a Mercedes specialist without the use of my Xentry Kit 3. It has been over a week without my factory tool. There has been no communication since then. On March 10, I opened an XSF support ticket which was acknowledged. … asked for a little more information which I provided. Mirek called me and gave me the information I have presented in this SIR. On Wednesday morning, March 9, I emailed my situation to Mirek Koziel (…) and …. What steps have you taken to obtain the information you need? Is this the problem? How often and when has the problem occurred? I have not received a response. I asked for more information to help clear up the problem. We service other makes of cars other than Mercedes and have absolutely no need for any other Mercedes tool than the Xentry Kit 3. There are two technicians at my shop plus myself. It was suggested that my problem is associated with the use of a Chinese clone.
I do not have any information as to when and if I will be able to use my factory tool. I cannot use my factory tool that I paid a lot of money for. What information are you having trouble obtaining? Login with this user is not possible because the user account is blocked. I am locked out of Xentry using my Mercedes Xentry Kit 3 with the message: “Login failed.
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