Tips For Using Product Content Support

We’ll help you find the content you need – FAST!

We know time is of the essence when searching for repair information. With that in mind, Mitchell 1 has an entire team devoted to helping you do just that — and to get the most out of your repair information subscription. The Product Content Support (PCS) team will help you find repair information in both the ProDemand auto repair software and TruckSeries truck repair software products.

This blog post covers everything you need to know to effectively use the PCS team to help you work more efficiently and get the information you need into your hands quickly.

Who is the Product Content Support Team?

The PCS team is made up of former technicians at aftermarket shops or dealerships. All PCS team members also have a deep understanding of Mitchell 1’s repair information products. Most agents are ASE certified.

When should a customer call Product Content Support?

Our advice has always been the same: Search the product to locate the information you need, but don’t spend too long looking. If you don’t find what you need within about five minutes into your search, dial our toll-free support telephone number (888-724-6742 – select prompt 3) and let us help you.

PCS assists with information for repair, labor times, parts and maintenance for the following products: ProDemand, and all modules in TruckSeries (repair information for Class 4-8 trucks, labor estimating and diagnostic trouble code procedures in RepairConnect).

When are Product Content Support’s hours of operation?

Our PCS call center is open Monday through Friday, 5:30 a.m. to 4:30 p.m. Pacific Time.

Our biggest waves generally hit daily from 6:30 – 10:30 a.m. (Pacific), but, as with most call centers, hold times are not always predictable. The good news for our users is that hold times are typically less than 30 seconds so if you are having difficulty finding information, please don’t hesitate to call in for assistance.

You can also reach PCS through email if your issue is not as urgent at https://mitchell1.com/support/product-content-support/. Emails have a response time of up to 24 hours.

What should a customer expect as the outcome of the call?

You can expect to speak to a live person who is courteous, efficient, respectful, knowledgeable and qualified. From this encounter you should have first-time resolution of the given issue. But bear in mind that sometimes the “real world” creeps in and things get a bit more complicated. At any given moment we receive calls for help on any of 27,000+ year/make/model lookups, with issues running the gamut from how tight to torque the lug nuts to sophisticated diagnostic problems that the technician can hardly describe to us.

But working together, we will get to the bottom of the issue and help you get the vehicle back on the road.

What should I prepare for the call?

Providing details upon submitting your request will ensure our agents provide you with a solution in the quickest amount of time. To help the call move faster, please have ready:

Is there someone local who can help?

YES! Call or text John Lopez at (504) 289-0953 or find your local Mitchell 1 Representative at https://mitchell1.com/myrep/.