A Visit to Techline in Irvine, CA

One of our newer instructors, who was a longtime Kia Technician, provides a great perspective about what they learned after visiting Techline in Irvine, CA.

Technicians access the Techline web portal, submit a case, and wait. Sometimes the waiting takes a few minutes or even a few days. This can lead to frustration, and as a former Technician I can relate. However, I never had a chance to see what happens on the other side when a case is submitted, until now.

Techline is not the large operation I expected. There are just over two dozen agents that handle cases from all over the US. They are working to expand operations, but like any growing company, there are challenges to overcome.

During the visit, I learned that this small group handled nearly 198,000 cases last year. There were 486 cases waiting for them on the Wednesday we met. This includes technical cases, cases asking for information, warranty coverage eligibility, and advisors opening cases for vehicles that were not even at the dealership. Remember that cases should only be opened while the car is at your dealer for a concern that can be duplicated.

How to Improve the Techline Experience

• Reference Pitstop PS470 for case opening guidelines
• Before opening a case, make sure your contact information is correct in KDealer, in case they need to reach out to you
• When starting your case, be specific about tests you performed and any additional relevant information
• Give as much detail as possible
• Techline assists with diagnosis over the internet; it will only be as effective as the information you provide
• Most importantly, be honest about the tests you perform and the results

Hopefully this will help shed some light on the situation and give you tips to help make the Techline experience better for everyone.

As always, use KGIS to find the most current service information and thank you for supporting Kia Technical Training!