Help getting a case escalated to Broadcom Engineering 60028910 Toyota GTS+ Issue

[mjohn007]

Is John Owen still around at Broadcom to help.

For months we have been trying to have SEP resolve an important SEP product issue affecting ALL Toyota and Lexus dealerships.  

Toyota has a new vehicle diagnostic program called GTS+ by Denso that was rolled out to dealerships in May 2023.

It does NOT work on any PC when is SEP installed.  If we uninstall SEP the software works, we reinstall SEP it doesn't work.  We have whitelisted all files and folders identified by DENSO.  SEP does not log what it is blocking and we get no SEP popups.

I called other Toyota stores and confirmed that sites using SEP have the same issue as us.  It is not unique to my environment.  We submitted various exe's as "false positives" just to be sure with no product change.

The TEIR 1 "support" people have no idea.  We keep asking for escalation to upper tiers and/or Broadcom engineering but the "support" person will not escalate.  They only keep going over and over the same knowledge base "solutions"

They do not understand how the SEP product works or why SEP is stopping the Toyota diagnostic software from running.

We keep only getting TD Synex TIER 1 "support" people who know nothing about how a car diagnostic program works.  They are quick to close case after case after case.  We call in and get another TIER 1 untrained "support" person in the product and we are not making and progress with this problem.

Car Dealerships are considered banks under the US FTC and we use SEP to address FTC rules for protecting customer data and we look to SEP for that added layer of security. 

The most recent solution form TIER 1 "support" is to turn off SEP via SMC -stop and then turn it back on when done using the Toyota Diagnostic software.  How is that a solution?!

CURRENT CASE OPENED IS 60028910

Help us Broadcom.

Mark J.

[Jon Rein]

Hi John, 

Unfortunately this kind of issue is not something that is isolated to Broadcom. You will see it everywhere where subcontractors are unwilling to admit that they are having problems delivering the services they were hired for. It could be an unhealthy culture among certain technicians, or it could be the whole subcontracting organization; as customers we don't really have any way of knowing.

When this happens you may want to consider contacting Broadcom directly to make them aware of the issues you are encountering with their support provider. I have personally had some success contacting them directly via the feedback page when this happened to our organization.

https://www.broadcom.com/company/contact-us/feedback-and-comments

For reference, you should provide enough ticket numbers that they can get a sense of the problem when they investigate along with any comments you feel may be helpful in resolving the issue.

Hope this works for you.

[mjohn007]

Thanks Jon that was a very good suggestion.  We will try that route. 
I'll update if it worked.

Mark
 
On September 4, 2023 08:39:12 am CDT, "Jon Rein via Broadcom"
<[e-mail]> wrote:
 
Hi John,  Unfortunately this kind of issue is not something that is
isolated to Broadcom. You will see it everywhere where subcontractors
are...





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[7]Jon Rein Sep 4, 2023 9:37 AM




[8]Jon Rein




Hi John, 





Unfortunately this kind of issue is not something that
is isolated to Broadcom. You will see it everywhere where
subcontractors are unwilling to admit that they are having problems
delivering the services they were hired for. It could be an unhealthy
culture among certain technicians, or it could be the whole
subcontracting organization; as customers we don't really have any way
of knowing.





When this happens you may want to consider contacting
Broadcom directly to make them aware of the issues you are encountering
with their support provider. I have personally had some success
contacting them directly via the feedback page when this happened to
our organization.





[9]www.broadcom.com/company/contact-us/...





For reference, you should provide enough ticket
numbers that they can get a sense of the problem when they investigate
along with any comments you feel may be helpful in resolving the issue.





Hope this works for you.






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