NEVER WORK
ON A TRUCK
ALONE AGAIN.
When you buy a Diesel Laptops tool, you don't just get hardware. You get a small army of USA-based, full-time, OEM-certified diesel technicians and IT pros on call — ready to remote into your tool, see what you see, and walk you through the fix. No outsourced call centers. No tier-1 script readers. Just the team that's been helping tens of thousands of customers every year.
YOU PICK UP THE PHONE.
SOMEONE PICKS UP IN UNDER 10 SECONDS.
That's our average answer time during business hours. No hold music. No phone-tree purgatory. A US-based diesel tech or IT pro picks up before you've finished walking back to the truck.
EVERY TECH KNOWS
THIS MOMENT.
YOU'RE STUCK.
It's 7PM. The truck has to roll in the morning. You've got a fault code you've never seen before, a customer breathing down your neck, and a dealer that closed three hours ago. You're an experienced tech — but every diesel tech, every shop, every fleet runs into walls. The question isn't if. The question is who you call when it happens.
SCRIPT-READING SUPPORT
You call most companies and end up on hold for 30 minutes, then talking to a tier-1 agent reading from a script. They've never been under a truck. They don't know what regen counts mean. They escalate. You wait. The truck still doesn't run.
NO ONE CAN SEE WHAT YOU SEE
You try to describe live data over the phone. The voltage drop on a sensor. The freeze-frame from a code that won't clear. Words don't carry it. Without eyes on the tool, even the best support tech is guessing right alongside you.
DEALER WAIT, DEALER PRICE
The other option is hauling the truck to the dealer. Three weeks for a slot. Diagnostic fee before they touch it. And when you get it back, you still don't know what was actually wrong — because they don't share that with you.
YOU'RE NOT BUYING A TOOL.
YOU'RE HIRING A TEAM THAT SHOWS UP WHEN YOU PICK UP THE PHONE.
Diesel Tech Assistance — what we internally call our Virtual Diesel Technician program — is the support layer wrapped around every Diesel Laptops tool. It's a US-based team of OEM-certified diesel technicians and IT pros, sitting in front of the same software you're running, ready to answer the phone, jump into a chat, or remote into your tool to fix what's in front of you.
This isn't tier-1 phone support. It's a working diesel tech on the other end of the line. Someone who's pulled an injector, run a regen, traced a wiring fault, programmed an ECM. Someone who's been in your bay before they took the headset.
Tech2Tech is the part that surprises people most. Our techs can connect directly to your diagnostic tool — same screen, same data, same controls — and either guide you through the next step or take over the commands themselves. Stuck on a calibration? They'll do it for you while you watch. The next time it comes up, you'll know how.
And when the tool isn't enough — when it's a wiring puzzle under the dash or a component you can't quite identify — we can take over your phone camera. They see what you see. Their hands aren't in your bay, but their eyes are. That's not tech support. That's a coworker who happens to live four states away.
USA-BASED. FULL-TIME.
ON YOUR PHONE LINE.
Two specialized teams. One support line. Both based in the United States, both staffed by full-time employees — not outsourced contractors, not gig workers. The diesel side handles the truck. The IT side handles the tool. Together, they cover every corner of every problem you're going to throw at them.
OEM-CERTIFIED DIESEL TECHNICIANS
Our diesel techs are USA-based, full-time employees — not outsourced contractors. Every one of them came from the garages (truck shops, off-highway, marine, agricultural) before they took the headset. They hold and maintain certifications across the major OEMs and continue training on every emerging engine and aftertreatment system.
Diesel Experience
Gold-Level Techs
IT PROFESSIONALS & SOFTWARE EXPERTS
Diagnostics is software, and software has its own kind of problems. Our USA-based, full-time IT pros hold hardware, software, and security certifications, and they handle everything from VCI driver issues to laptop performance to network connectivity. When the tool itself is misbehaving, this is the team that gets it back online — fast.
IT Experience
EN · ES · PT · JA
WHATEVER YOU'RE UNDER, SOMEONE ON THE LINE HAS WORKED ON IT.
FOUR WAYS WE GET
EYES ON YOUR PROBLEM.
Most support is a phone call and crossed fingers. We've built four levels of access — from a simple chat to a full remote takeover of your diagnostic tool and your camera phone — so we can match the tool to the trouble.
TECH2TECH REMOTE TAKEOVER
Our techs connect directly into your diagnostic tool from theirs. Same screen, same data, same controls. They can guide you through commands or run the calibrations and parameter changes themselves while you watch. It's the closest thing to having a master tech standing at your shoulder — without making them drive there.
Available on Diesel Tablet 2 & Dealer-Level KitsCAMERA PHONE TAKEOVER
When the tool can't see what you can see — a wiring harness, a corroded connector, a part you can't identify — we take over your phone camera. Your hands stay on the truck. Our eyes are on the screen. It's the wiring harness inspection you couldn't get done over a phone call, in real time.
Phone Camera RequiredHELP TICKETS WITH SCAN ATTACHED
Submit a help request directly from your diagnostic tool — your scan, your fault codes, your live data, all attached automatically. Our techs review the scan before they call you back. By the time you talk, they already know what they're looking at and have a hypothesis ready to test.
Via Diesel Health PlatformPHONE · CHAT · EMAIL · REMOTE
Pick the channel that fits the problem. Quick question? Live chat from our website while you're working. Stuck on a complex repair? Phone in and we'll remote into the tool. Detailed write-up? Email a ticket. Multi-truck issue? Schedule a call. Whichever way you reach us, you get the same team.
Real-Time AI Translation AvailableFROM PICKING UP THE PHONE
TO FIXING THE TRUCK.
Most support calls feel like a maze. Ours don't. Here's exactly what happens, in order, when you dial in or open a chat — so you know what you're walking into before you ever hit dial.
YOU CALL. A REAL HUMAN PICKS UP.
No phone tree maze. No "press 7 to be transferred." A US-based diesel tech or IT pro answers, takes your name, and asks what you're working on. Most calls connect inside two minutes.
THEY ASK THE RIGHT QUESTIONS.
Make, model, year, fault code, what you've already tried. Within the first 60 seconds they'll know if it's a software issue (IT side takes over), a diagnostic issue (the diesel side handles it), or both. You're never going to have to repeat yourself.
THEY GET EYES ON IT.
If it warrants Tech2Tech, they remote into your diagnostic tool. If they need to see the truck, they take over your phone camera. If it's a code-and-fix situation, they pull up the same repair info you have access to and walk you through it on the screen together.
THEY SOLVE IT — OR ESCALATE FAST.
The vast majority of calls resolve on the first contact. When they don't, the tech doesn't punt — they pull in a master tech or a brand specialist while you stay on the line. You're never bounced to a queue.
YOU LOG OFF KNOWING WHY.
Before the call ends, you'll know what was wrong, why it happened, and how to handle it next time. We're not in the business of keeping you dependent. We're in the business of making you faster every time you call.
FOUR WAYS IN.
SAME TEAM ON THE OTHER SIDE.
Whichever channel you pick, you reach the same US-based team. Pick the one that fits your situation — and your hands.
PHONE
Direct line. Fastest path. Best for active diagnoses where seconds matter.
1-888-983-1975 · OPTION 2
LIVE CHAT
While you work. Best when your hands are busy and you can type one-handed. Available during all support hours.
EMAIL TICKET
For detailed write-ups or when you want to attach photos, scans, or wiring diagrams. Our techs review before calling back.
IN-TOOL TICKET
Submit directly from your diagnostic tool. The scan attaches automatically. Our techs see what you saw before the call.
BUILT FOR THE WAY
YOU ACTUALLY WORK.
Tech support isn't one-size-fits-all. The questions a fleet manager asks are different from the questions an individual tech asks. We staff for all of them.
DIESEL TECHS
Working alone or as part of a small crew. Hit a wall, pick up the phone. Phone-a-friend without burning a favor. Master Series Solo licenses include unlimited diesel tech assistance — call as many times as you need to.
→ Included with Master Series SoloREPAIR SHOPS
Newer techs work like seasoned ones because the seasoned one is always one phone call away. Reduces escalation time, increases first-time fix rates, lets your shop take in trucks you'd otherwise turn away.
→ Included with Master Series ShopFLEET MANAGERS
In-house techs serving a mixed fleet have access to every brand's specialist on one line. Shrinks downtime. Reduces dealer spend. Standardizes on a single support team across the whole shop.
→ Included with Master Series ShopOWNER-OPERATORS
Running one truck and want backup when something goes sideways? Master Series Solo is the path in — the same dealer-level diagnostic kit our shop customers run, with the same support team, on weekly payments and no credit check.
→ Step up to Master Series SoloWE WERE THE INDEPENDENT
ALTERNATIVE BEFORE IT WAS AN OPTION.
USA-BASED, FULL-TIME EMPLOYEES.
Every person on our support line is a full-time Diesel Laptops employee, working out of our facility in Irmo, South Carolina. No outsourced contractors. No overseas call centers. No gig support. The team that helps tens of thousands of customers every year is the team that picks up your call.
EYES ON YOUR PROBLEM.
Tech2Tech remote takeover of your diagnostic tool. Camera takeover of your phone. Help tickets with your scan attached. We're the only company in HD diagnostics that connects to the work this deeply.
INCLUDED, NOT UPSOLD.
Diesel Tech Assistance is included standard with every Master Series kit — Shop and Solo licenses both. We don't price-gate the people who fix your trucks. The team is where the value lives, and that's where we invest.
BUILT FOR THE LATE-NIGHT FIX.
Mon–Fri 7AM to 9PM EST. Saturdays 8AM to 4PM. Wider hours than the dealer. Wider hours than most of the industry. Because trucks don't break on a 9-to-5 schedule.
50+ FULL-TIME US-BASED TECHS, ALL UNDER ONE ROOF, ALL WAITING FOR YOUR CALL.
WHAT OUR CUSTOMERS ACTUALLY SAY.
Called in on a Cummins ISX with a code I'd never seen before. Tech picked up almost right away, knew exactly where to look, and walked me through the diagnosis on the phone. Saved me a tow and probably four hours of guessing. This is what tech support is supposed to be.
Their tech remoted into my Diesel Tablet 2 and ran the parameter changes himself while I watched. I learned more in twenty minutes on that one call than I did in a week of trying to figure it out on my own. Now I know how to do it next time.
Honestly, the support is the best part of the whole package. My guys call them constantly and they always pick up. Diesel-side knows the trucks, IT-side knows the software. Whichever team you need, that's who answers. Cuts our downtime way down.
COMMON
QUESTIONS.
Don't see yours? Pick up the phone — we'd rather answer it live than have you read about it.
CALL 1-888-983-1975 →IS DIESEL TECH ASSISTANCE INCLUDED OR DO I PAY EXTRA?
+
Diesel Tech Assistance is included standard with every Master Series kit — both Shop and Solo licenses — for the full term of your subscription. No separate "support tier," no pay-per-call, no caps. You buy the kit, you get the team. For other tools and standalone purchases, support is available through annual renewals or as part of select Diesel Difference packages.
IS THIS REALLY A USA-BASED TEAM, OR IS IT OUTSOURCED?
+
100% USA-based. 100% full-time employees. No outsourced call centers, no overseas contractors, no gig support. Our entire technical support team works out of our facility in Irmo, South Carolina, and they're all on payroll — which is why they're invested enough to actually solve your problem instead of moving you off the call as fast as possible.
HOW FAST WILL SOMEONE ACTUALLY ANSWER?
+
During business hours, 95% of incoming calls are answered within 60 seconds. Our average answer time is under 10 seconds. There's no phone-tree maze and no extended hold music — a real human picks up almost immediately. Outside business hours, leave a message or submit a ticket and we'll be back to you the next business morning.
WHAT IS TECH2TECH AND HOW DOES IT WORK?
+
Tech2Tech lets our diesel techs connect directly into your diagnostic tool from theirs — same screen, same data, same controls. They can guide you through commands or run them themselves while you watch. Available on the Diesel Tablet 2 and Dealer-Level laptop kits. You initiate the connection from your tool, our tech accepts on their end, and within seconds they're seeing what you're seeing.
CAN YOU REALLY TAKE OVER MY PHONE CAMERA?
+
Yes — when the diagnostic tool can't show the whole picture and we need to see what you're actually looking at, we can connect to your phone camera with your permission. Useful for inspecting wiring harnesses, identifying components, troubleshooting connectors, or any situation where words aren't enough. You stay in control — you accept the connection on your end and can drop it any time.
HOW MANY CALLS CAN I MAKE?
+
Unlimited within your active Master Series term. Solo licenses come with unlimited calls for the named user. Shop licenses cover unlimited calls for everyone on the team. We've never throttled, capped, or upsold a customer for calling too much. Truthfully, the customers who call the most are the ones who get the most value out of the tools — that's what we built the team for.
ARE YOUR TECHS ACTUALLY DIESEL TECHS, OR JUST SUPPORT AGENTS?
+
Actual diesel techs. They came from truck shops, off-highway operations, marine, and agricultural environments before joining the support team. They hold OEM certifications across Cummins, Detroit, Paccar, Mercedes, International, Ford, CAT, Komatsu, Case, Navistar, John Deere and more. They keep current through Diesel Laptops University and ongoing OEM training. They're not reading from a script — they're talking to you the way another tech in the bay would.
WHAT ABOUT IT ISSUES — SOFTWARE GLITCHES, DRIVER PROBLEMS, ETC.?
+
Our IT pros handle that side. They've got hardware, software, and security certifications and 50+ combined years of experience. VCI driver issues, laptop performance, software updates, network connectivity — they handle it. The handoff between the IT side and the diesel side is seamless; you're not going to get bounced between teams.
DO YOU SUPPORT NON-ENGLISH SPEAKERS?
+
Yes. We have technicians fluent in English, Spanish, Portuguese, and Japanese. For other languages, we use real-time AI translation tools so we can communicate effectively with customers in any language. Our goal is for language to never be the barrier between a tech and a fix.
WHAT IF I CALL OUTSIDE OF SUPPORT HOURS?
+
Leave a voicemail or submit a ticket from your diagnostic tool. We'll be in touch first thing the next business morning. Saturdays we're open 8AM to 4PM EST, which covers most weekend emergencies. Sunday is the only day we're fully dark.
STOP STARING AT
THAT FAULT CODE.
CALL US.
Whether you're a Diesel Laptops customer or thinking about becoming one, our team is on the line. Ask a question. Walk through a code. See what tech support is supposed to feel like before you commit to a tool.