[johndeerefarmer]

Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Sunday the 22nd, I emailed Innovative Diesel for info on custom tunes and price on the SCT tuner. No response as of yet.
Wed. the 25th, I emailed ATS Diesel for info on custom tunes and price as well. They have not responded either.

I don't know why these guys don't respond. Is it because I am not looking at buying "extreme tunes" that make them look good? If they are just behind on answering their emails, at least an email that they would respond later would have been nice.

They won't be getting any of my business or my recommendations.In case you don't know: It is a proven fact that if a customer is satisfied with a retailer, he will only tell 4 people. If he is unsatisfied, he will tell 25.

Posted below is my original email:


Hi,



I purchased a new F250 PSD a couple of months ago and have a few questions about the SCT.



I am not interested in massive amounts of hp or torque. I am only interested in a little more “get up and go” from a stop, more mpg, and more towing power (infrequently).



I don’t want to damage the truck in anyway. I have read on the DieselStop that the SCT is safe for the tranny.



I am not interested in adding a larger exhaust or gauges, though if I start towing more I may add them later. I tow around 8000 lbs about a dozen times a year and the stock truck pulls it fine…. I may be pulling about 15000 lbs of hay down the road, so a tow setting (I would add gauges for this) would be nice



I guess I would be interested in three tunes similar to this:



1. detune? Could you decrease the hp/ torque for unloaded highway driving for maximum mpg? Seems like producing all of that extra unneeded hp/torque just increases fuel consumption.

2. economy- for good fuel economy and low end power to get the truck moving in stop and go driving

3. towing - as I mentioned above.



How quickly can I program the truck? 30 seconds, 5 minutes, etc (in case I want to go back to stock).



Can you create these tunes for me?

Can you give me the specs on each one?

Any suggestions on what would work for me would be helpful.



What will this cost me (total cost)?

What about upgrades? Do I need to buy the cable?



Thanks,

 

[FamilyRide]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Have you called either of them?

 

[wellstroked]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

I'm not trying to defend the vendor but Innovative seems to have a pretty good reputation here. While it's nice to post here and see what everyone has to say, it amazes me that a lot of people seem to be afraid to just pick up the phone and call anymore. You learn so much more by either hearing a voice or seeing a face. E-mail, in my opinion, is not a good medium for an initial contact. It is a good way to support a business relationship or send information but I think it's a mistake to use it for a first contact when you really have an interest in someone's products or services.

I know I respond much better to our customers that call, most of the e-mails I get in business are time-wasters, Nigerian credit card scams, or people trying to get information so they can shop for the lowest price somewhere else, regardless of service.

WS

 

[jobjohn]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Well I for one have phoned ATS because of a problem with my Extreme tune twice and twice I have been told that they would be in touch with me.....that was over 3 weeks ago...... /ubbthreads/images/graemlins/shrug.gif I'm thinking about sending it back so I can recoop my money. /ubbthreads/images/graemlins/frown.gif

 

[InnovativeDiesel]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

We normally respond to all emails. Sometimes spam software pulls emails into quarantine and we don't get them. Give us a call, PM, or try emailing again. Sorry.

By the way, expect some delays in response for the next week or so. We have two different employee's on vacation and I'll be in training for the week. We are open and will check messages frequently and take as many calls as possible. Thanks for your understanding.

 

[OldFlick]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

I have nothing but good to say about Innovative. They are busy and small but that is a good thing. When a company gets too big you get some idot that can not help. Innovative answered my first call within 24 hrs & I have a cell number to call now. Jon has met me twice to admend my program(this only helps if local). I am sure I have been a little lucky but they are worth the wait.

 

[AllDiesels]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Nice a johndeere fan lol
But don't get so excited, i can't speek for Inovative but i do know they have a great reputation and i have toalked to them once or twice and they were stand up. I deal with ATS because they are close. THey are great guys, but there SWAMPED since the SCT came out it has been a hit. I was talking to Kyle the other day and he told me they are recieving between 30 and 40 calls A DAY on the SCT, and they also do tranny's, turbos, and about any other performance thing for diesels and every brand, they are busy, give them a call forget e-mail i don't respond to my e-mails so don't piss them off because they hare busy, think about it they have to deal with drop in customers, phone calls, and THEN E-MAILS. Not ratteling you but chill. Give me a PM and i will give you a # that you can reach kyle at.

 

[johndeerefarmer]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Ifthey have time to read and respond to general questions on these boards then they have time to respond to emails from customers with specific questions and MONEY to buy the products..........

 

[soccerstud19]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

[ QUOTE ]
We normally respond to all emails. Sometimes spam software pulls emails into quarantine and we don't get them. Give us a call, PM, or try emailing again. Sorry.


[/ QUOTE ]

Could have been a simple mistake. I'm sure they want your business, calm it down... /ubbthreads/images/graemlins/shrug.gif


Lovin

 

[jeepman]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

04SuperDutyJohnny, you and me both! Leaving a message to call you is useless. I've got an SCT bought before Tadd sold to ATS and I have a few issues with it(smoking at idle in perf. tow, missing sometimes at idle) and all I get is their working on it. If I take the tuner off all the problems go away. Don't get me wrong, the performance is definitely there! I just wish communications were better. I've tried Tadd's cell several times and I've never been successful.

 

[rgdillon]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

[ QUOTE ]
. . . give them a call forget e-mail i don't respond to my e-mails so don't piss them off because they hare busy, think about it they have to deal with drop in customers, phone calls, and THEN E-MAILS. . . .

[/ QUOTE ]

Just a general note here - but if a vendor display's an email address on the website - then it's only natural to expect a return email to a query. Don't want emails? Then don't list one as a contact for "sales" and/or "info" -

And how many of these vendors have 800 numbers? So the suggestion is that the customer must call long distance, during the day in peak time, with a better than great chance of getting a machine, put on hold and/or having to make several repeat calls. Emails are cheap and a perfectly acceptable form of communication - more so just to answer a quick question or two.

Last year around this time I made 9 long distance phone calls to TS Performance (I was already a customer) in an attempt to get 2 simple questions answered - the first 8 times I was put on hold before being told nobody could help me.

Again - if a vendor doesn't want email - don't list an address.

Ron

 

[TaddL]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

[ QUOTE ]
Ifthey have time to read and respond to general questions on these boards then they have time to respond to emails from customers with specific questions and MONEY to buy the products..........

[/ QUOTE ]

Just an FYI, I have responded to your email twice and both times it has been returned. I didn't know how else to contact you since you only gave your name.

Tadd

 

[TaddL]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

[ QUOTE ]
Well I for one have phoned ATS because of a problem with my Extreme tune twice and twice I have been told that they would be in touch with me.....that was over 3 weeks ago...... /ubbthreads/images/graemlins/shrug.gif I'm thinking about sending it back so I can recoop my money. /ubbthreads/images/graemlins/frown.gif

[/ QUOTE ]

Send me a PM and tell me the problem. That is the best way to reach me, I can't answer for the guys on the phones. I can tell you that I try to catch some calls on my phone but just don't have time to catch many a day.

Tadd

 

[denkyleg]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

[ QUOTE ]
Ifthey have time to read and respond to general questions on these boards then they have time to respond to emails from customers with specific questions and MONEY to buy the products..........

[/ QUOTE ]

Most of my responses are at night from home when I have time to respond. If you e-mail to [email protected] it receives close to 150 E-mails a day a lot of which are spam. If I turn the spam up to much we lose customer e-mails. This is the busiest time of the year for us (race and travel season), and I'm sorry but I had to take a vacation to be with my wife that I have not had much time to spend time with. I didn't even touch a computer while on Vacation this time. Try e-mailing me at [email protected], PM me , or heck call me at 1-800-949-6002. More than likely you will have to leave a message, but I will get back to you, before I leave my desk to go out to the shop which is about 6:00 to 7:00pm MST.


Kyle
PS. I will back at work Friday

 

[bushpilot]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

[ QUOTE ]

By the way, expect some delays in response for the next week or so. We have two different employee's on vacation and I'll be in training for the week. We are open and will check messages frequently and take as many calls as possible. Thanks for your understanding.

[/ QUOTE ]

personally this would worry me...three people out and the
company is CRIPPLED ? makes me wonder how big they really
are...it raises all kinds of questions...like how quickly
can the solve problems, or develope NEW products...

its not an attack, just an observation.

 

[InnovativeDiesel]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

[ QUOTE ]
[ QUOTE ]

By the way, expect some delays in response for the next week or so. We have two different employee's on vacation and I'll be in training for the week. We are open and will check messages frequently and take as many calls as possible. Thanks for your understanding.

[/ QUOTE ]

personally this would worry me...three people out and the
company is CRIPPLED ? makes me wonder how big they really
are...it raises all kinds of questions...like how quickly
can the solve problems, or develope NEW products...

its not an attack, just an observation.

[/ QUOTE ]

We have two dedicated SCT programmers. We don't let just anyone write programs. We have a large tuning base for Cobra's, Lightning's, Diesel's, Mustang's, etc and response time may lack when we are down one programmer. I normally wouldn't mention this, but we are actually one of the largest SCT dealers...not that it really matters. Sometimes there are overlaps in training and vacation schedules. Customer service is always very important to us. We do our best to make customers aware of our availability in advance. Hope this helps ease your concerns. Although I do appreciate your concern. /ubbthreads/images/graemlins/wink.gif

 

[1188]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Well, the way I see it is that if there busy all day and night they must be doing something rite, I myself would be patient and try to see where there coming from. I would also rather deal with a smaller organization as opposed to a huge corporation for better more specific attention to detail. Just my .02 Jim

 

[DALPilot]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Wow,

I have had to wait a few times to get stuff from Innovative, but it always comes. As far as calling it bad customer service, these guys give their PERSONAL cell #'s out, and people call them sometimes at 2:00 a.m. They will spend time with you on the phone explaining whatever questions you may have, and change settings in your program, (their Product), months after you bought it. Having to wait a few days for a response is disappointing, but Bad customer service????? Also, if you want to order, their website is available 24/7.

I have not done business with ATS. I did talk to Tadd before I bought my SCT from innovative, and he spent 20-25 minutes on the phone answering my questions. I Decided to buy from Innovative, only because I had to chose between the two, but I was never/ have never been disatisfied with either.

Tim

 

[FamilyRide]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

I'm just surprised this thread is still active and people are still whining about it. LOL

Sorry, I've gotten tired of and bored with the silly crap on TDS lately and haven't posted enough to piss anyone off. I'm a little rusty. LOL /ubbthreads/images/graemlins/biggrin.gif

(I suppose I'll get edited too /ubbthreads/images/graemlins/eek.gif)

 

[DALPilot]

Re: Have you experienced Sorry Customer Service from Aftermarket Suppliers?

Wow, this site is getting a bit touchy. I make a comment that I had good customer service from a sponser, and my post gets edited???? ***, Over!

/ubbthreads/images/graemlins/shrug.gif /ubbthreads/images/graemlins/shrug.gif /ubbthreads/images/graemlins/shrug.gif /ubbthreads/images/graemlins/shrug.gif /ubbthreads/images/graemlins/confused.gif /ubbthreads/images/graemlins/confused.gif /ubbthreads/images/graemlins/confused.gif