Tips for Using Product Content Support

Tips for Using Product Content Support

We often get asked for the “inside scoop” on the best way to use the services of the Product Content Support (PCS) team. Below are some tips that we think will help you if you can’t find what you’re looking for in ProDemand or any of the Mitchell 1 repair information products.

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. If you have a little time waiting for one of our product experts, continue your search. You would be amazed at how often people tell us, “I found it!” just as we get to them on the phone. The idea is that time spent in any application helps you in the long run.

When are your busiest times?

Our biggest waves hit daily from 6:30 – 10:30 a.m., then a smaller wave hits around lunchtime, between 11:30 a.m. and 1:00 p.m. (all Pacific Time). Things typically taper off after that. But a big “set” can hit any time — often when we least expect it. We might see a handful of calls in a given time period, and then get hit with 15 calls back-to-back at 4:00 p.m.

So, here’s our advice on the best time to call to not wait on hold: try the late afternoon, Pacific Time. There is also always the option to contact us using our request form that you can find in inside ProDemand or TruckSeries (in ProDemand, click Help in the upper-right corner, then select Support; in TruckSeries, go to the Tools|Logout tab in the upper-right corner, click on Help and select Support). Or you can also complete the form in the Support section of the Mitchell 1 website. We answer almost all emails within an hour.


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. Our team provides assistance with information for repair, labor times, parts and maintenance for the following products: ProDemand,, all modules in TruckSeries (TractorTrailer, MediumTruck, TruckLabor and RepairConnect) and Vintage.

Now that you have new insights into our Product Content Support team, here’s how to reach us:

  • Call 888-724-6742 and select the “Repair or Estimator information Assistance” option (prompt 3); Monday – Friday, 5:30 a.m. to 4:30 p.m. Pacific Time
  • Complete the PCS Help Request Form on the Mitchell 1 website
  • Or use the Help feature from inside ProDemand or TruckSeries (described above)


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About the Author

Gary Hixson

Gary Hixson is a Sr. Market Manager at Mitchell 1, and is responsible for product and market management of the Repair Information product line. Most recently he managed the release of ProDemand™, the industry-leading repair, diagnostic and maintenance information system.