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    Troubleshooting & diagnostic process

    Troubleshooting and diagnostic support is provided only during regular business hours, Monday–Friday, 8:00 AM–4:30 PM CST ("Business Hours"). Requests submitted outside Business Hours will be queued for the next business day. To open a case, email matt@dsxtuning.com with the information below. DSX Tuning will triage the request and escalate to the appropriate resource as needed. For critical P1 matters during Business Hours, call 314‑396‑7333.

    Reasonable expectations for end users/installers — each is a condition precedent to diagnostic assistance:

    • Order number or product identification

    • A clear, specific statement of the complaint (expected vs. actual behavior)

    • A data log capturing the issue and the supporting tune file

    • Adherence to the provided troubleshooting/diagnostic steps through completion

    Required skill set and tools (prerequisite): The end user/installer must be able to test simple circuits (e.g., continuity, voltage, ground) with a basic multimeter; identify product and vehicle components relevant to the installation; and have access to HP Tuners VCM Suite with basic functional knowledge (scanner logging, reading/writing, and packaging/submitting tune and log files). Absence of these capabilities may limit or delay support.

    Upon receipt of the foregoing, DSX Tuning will review, attempt to reproduce where applicable, and determine the most likely cause and appropriate corrective action. We may request additional tests, data, or configuration changes to isolate variables. You must follow the prescribed steps as written; partial data or deviations can invalidate results, delay resolution, or require the process to restart.

    Limitations and notices: Diagnostic support does not constitute a warranty determination and is subject to applicable purchase terms and warranty policy. Issues arising from unsupported modifications, third‑party components, or improper installation may be out of scope or billable. If no response is received within seven (7) business days, DSX Tuning may pause the case; after fourteen (14) days of inactivity, the case may be closed, without prejudice to reopening upon your reply. Do not perform any test you believe is unsafe.

    To begin, email matt@dsxtuning.com with the required items.

    Start a Ticket Now

    • Email (preferred): matt@dsxtuning.com — use the subject “DSX Support Ticket” and include the required items above.

    • Urgent P1 during Business Hours: Call 314‑396‑7333.