Who actually answers my ticket?
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Srdan Lausev - 17+ years hands-on. Own workshop for nearly a decade, then six years at Tesla finishing as Lead Diagnostic Technician, handling every escalated HV fault the center couldn't crack. Then manufacturer-level technical support at an EV OEM. That's the background on your case. Not a generalist. Not a database lookup.
What if the 24h response time isn't met?
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If we miss the SLA without communicating in advance, your ticket is free. No questions asked. The clock starts from submission during business hours (Mon-Sat, 12 PM - 6 PM EST). Cases submitted outside those hours start the clock at the next business day.
Do I need any special diagnostic equipment?
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No. A standard OBD-II scanner is enough to get started. Better data - freeze frame, live data, OEM-level scan tool exports - means a more precise diagnosis. But we work with whatever you've got. If we need something specific, we'll tell you exactly what and why.
Which EV brands are covered?
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Tesla (all models including Cybertruck), Hyundai and Kia E-GMP platform (Ioniq 5/6, EV6/EV9), Rivian R1T/R1S, Chevrolet Bolt and EV lineup, Ford Mustang Mach-E and F-150 Lightning, Volkswagen ID.4 and ID.Buzz, BMW i-series, Lucid Air, Nissan Leaf and Ariya, Polestar 2. Have a brand not listed? Submit it anyway. We'll let you know upfront.
What does "first case free" actually mean?
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Exactly what it says. Your first submitted case costs nothing. No credit card required. Same 24h SLA, same expert, same full procedure. It's a one-time offer per shop, not an ongoing free tier. After your first case, you choose whether to pay per ticket or go on a plan. We don't auto-bill anyone.
What if the diagnosis doesn't solve the problem?
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Every ticket includes one round of free follow-up. You complete the procedure, report back what you found, and we refine the direction based on the results. Diagnostics is iterative. If the evidence changes, the hypothesis changes. If we genuinely can't provide actionable guidance for a case, we refund the ticket.
Is this legal? Can a remote consultant give repair guidance?
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Yes. HVDesk provides technical consulting and information, similar to a tech hotline, repair database, or any specialist you'd call for advice. The licensed repair shop and its technicians perform the actual work and hold full responsibility for the repair. This is a standard consulting arrangement, legal in all US states.
Can I get a refund if I'm not happy?
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If we can't provide actionable diagnostic guidance for any reason, the ticket is refunded. Subscriptions can be cancelled at any time with no penalty. The current month is non-refundable once started, but you keep access until the period ends. We don't want your money if we haven't earned it.
How do I submit a case? Do I need an account?
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Create a free shop account at HVDesk.com. Takes under a minute. Fill out the case form with vehicle details, fault codes, and what you've already tried. The whole thing takes 5-10 minutes. You track the case and get your response directly in the portal.
How is this different from Identifix or Mitchell 1?
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Identifix runs $179/month, is phone-based, ICE-focused, and pulls from community-sourced fixes of mixed quality. Mitchell 1 is a repair data platform - it gives you wiring diagrams and specs, not a diagnosis. HVDesk is EV-only, written by a specialist with hands-on OEM experience on these exact vehicles, delivered in writing you can put in front of your tech the same day. Different product, different problem.
