Support Cases Made Easy

Support Cases just got easier!

The thought of opening a support case can be frustrating.  We have all had a bad experience dealing with a support issue online at some point.  Fleetistics is determined to simplify and streamline the Support process.  For that reason we continue to make improvements.  Our goal is easy to use and efficient in solving any issues that come up.  If you have not yet used the support system, this post will walk you through step by step.  Knowing what to expect and when to respond allows us to deliver the best possible service.

Our support system resides within MyFleetistics.  It is connected to your database, so you don’t have to look up serial numbers and device details.  Vehicle information is automatically sent into the ticket system for you when you launch a ticket from the Device Status table as shown below. 

Never Wait On Hold Again

By submitting a support case online you can “fire and forget” and know that the case is time / date stamped for accountability for a rapid response. Fleetistics will investigate the issue and respond by posting information to your MyFleetistics portal case list. There is not need to call for an update, just check the portal. Everything is documented and you can go about your day. The more details you provide and the more troubleshooting you do prior to submitting a case, the faster the process. For troubleshooting steps click here.

Opening a Support Case

Accessing the Device Support System

 

After logging into MyFleetistics, click Analytics, then Dashboard Device Status.  A list of your devices populates, color coded to identify devices that may have issues.  First, find the device that you want to open a case for, and click the flag to the right of the device information.  

 

Opening a Support Case

Next, Complete the Brief Support Case Form

Not a vehicle or device issue?

If your support case is not about a device issue, simply click the cross icon in the top right corner of the window or navigate to Help Center > Support and select “Open Support Case” to open the form without specific device information.

Alternate path to open case

Select the category of the issue from the pre-populated list.

Open a support case

Now, Add Your Case Comments

In the comments section tell us what you have done to identify or resolve the issue.  Clearly, we must go through a series of troubleshooting steps.   Knowing what you have already done moves us past those steps.

A screen shot or image of an unusual occurence is always helpful.  Don’t forget to attach the file. 

Finally, be sure to verify your email address and add the best phone number best time to call if we need to speak with you.

Open a support case

You have successfully opened a support case.

Support Case is now open

Case Confirmation Email

Once a case has been opened you will receive an email confirmation as in the image below.  The email contains a link to your case.  Each time a case is updated, you will receive another email notification so you know it is time to view and respond. 

Inside the case you can add additional details, upload images, and respond to questions the Support Reps ask through the linked form.  Replying to the email will not record your response in the case, so always use the link in the email to add your response directly to the case.  All of the history  is then recorded in the case.  You can also check on the status of a case at any time by navigating to Help Center > Cases .

Case Acknowledgement Email

Example of the Support Case in MyFleetistics

Typical Support Case Documentation

In the example below, Support requests the client’s agreement to the RMA terms prior to returning the device for testing.  The pdf RMA terms document link is in the email and in the case itself.  It contains the details on where to send the device, what happens next, and has some helpful links to other documents as well.  After reading the document it is time to acknowledge it in the Support Case system.  Working from the email, it looks like this.

Support Case agreement

The Response to the Case is now logged and time/date stamped.

As more action is taken, everything is documented while the problem is being solved.  Here is the case after a few more entries.  There is no question about who is doing what, or if we are making progress. 

Support case progress
GEotab GO9 GPS Vehicle Tracking
Fleet Management Platform
Mobile Phone GPS Tracking App
Fleet Weather Service

Sales Tax on Internet Sales

Online Retailers to Collect Sales Tax

 

Internet sales tax has been a hot topic lately because sales tax and other mandated taxes will soon be collected by online retailers.  Providers that reach the minimum and new economic Nexus limits will be required to collect sales tax as a result of the recent Supreme Court ruling in South Dakota v. Wayfair.  In the past, a physical presence in the state was needed to establish physical Nexus. Now that has all changed.

Fleetistics’ plan of action.

An advance letter was sent to all customers and prospective customers on October 8, 2019, explaining the coming changes.

  1. Until Fleetistics begins to collect sales tax, customers should continue to pay all taxes related to products and service purchased from Fleetistics to their sales tax authority.
  2. If you have not paid applicable taxes on the products and services purchased from Fleetistics (formerly GPS Fleet Solutions), you need to do so quickly, per your purchase agreement and standard accounting practices.
  3. It has been our experience that failing to pay taxes for any and all online purchases may “flag” your company with your state Department of Revenue (DOR) leading to an audit. Audits are time consuming, expensive and can lead to interest and penalties, and even the cost to defend Fleetistics.
  4. If taxes have not been paid, paying the taxes before 2020 may be a way to reduce your current year tax liability.

Your sales tax responsibility.

Current and former customers are responsible for reporting and paying all taxes until such a time that Fleetistics collects sales tax on behalf of customers. Paying sales tax for online purchases is a standard accounting practice and well known to accounting professionals. This is likely already being handled by your accounting department but confirming prior to an audit is a prudent step. The responsibility to pay tax for online purchases for all products, and possibly services, may go back seven years or longer. Fleetistics is working to establish a tax collection process per the Supreme Court ruling to remit sales tax on behalf of customers across all 50 states and has a target date of 1 January, 2020 to begin.

What to do if you owe sales tax.

Fleetistics is not a licensed authority on taxes and the content herein is solely Fleetistics’ opinion, so be sure to consult your accounting and tax professionals for advice.  It seem logical that if you voluntarily pay any sales tax owed before being audited, you are more likely to avoid interest and penalties. This may be done to encourage companies to come forward and pay back taxes.  Local government would avoid the cost of audits and legal proceedings to fine and collect back due taxes. If taxes have not been paid, your company is at risk.

We are communicating this to you because it represents a major shift in how business is done online and with Fleetistics. It is an opportunity to review your standard accounting practices to ensure the proper handling of all online purchases. Any company selling you goods and services should be transitioning to collecting and paying sales taxes.  If they are not, they are doing your company a disservice and are unlikely to remain in business. It is Fleetistics’ belief that there will be so many companies failing to implement this important process.  State tax collection agencies may be busy for years prosecuting cases.  Those “doing it right” will avoid the hassle and may continue doing business with less DOR scrutiny.

Fleetistics sincerely appreciates your business and the strong working relationship built over the years.  We believe this change is a good one even with a significant increase in cost and effort to implement this program nationwide.

Creating A Support Case

Initiating a Support Request

Fleetistics has been hard at work looking for ways to improve customer service. To improve communication and reduce customer time reporting an issue, Fleetistics has developed a custom and fully integrated case management system. The goal is for customers to report and issue online and then walk away knowing Fleetistics will research the issue and get back to you with more answers than questions. 

The case management system is not just for GPS device. You can request billing help, training, make portal recommendations and a lot more. 

*Note – anytime a GPS device fails the fastest way to determine if it is a device issue or a vehicle issue is to install it in a vehicle that is working correctly. If the unit reports, the vehicle has an issue. If the device does not report, it is a GPS device issue.

Opening a Support Case

  1. Click the flag shortcut from any location in the MyFleetistics portal
  2. Go to the Device Status Table under the Analytics>Device Status menu
  3. Click the Create Case icon on the Device Status Table

 

Click image to enlarge

Select The Issue

Case Details

Manage Cases

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