Frank, actually you were the only one who tried to help, by putting me in touch with your tech department.
Unfortunately, you're in sales, not in tech, and once I reached them, the attitude changed significantly.
Mariano was unwilling to even entertain e-mailing me a tune, as it was in his words
"something the company just does not do."
He was also insistent I either provide him with a credit card number or a tracking number of the returning Predator
BEFORE he would send me the correct replacement unit.
By the way,
he also fully expected me to pay shipping to return YOUR INCORRECT UNIT.
I finally gave him my card number, and I asked him to please e-mail me the tracking info once the item shipped, to which he agreed.
Although he said he would e-mail me, it never happened. Another example of your company's lack of follow through.
While I had him on the phone, I asked him several questions;
What's the intercooler capacity?
(You had said you thought it was 2.5 gallons, but I didn't think that was accurate.)
Mariano responded that he had never measured the capacity.
BTW, it's about 1.5 gallons.
I asked him about the MSD and got a vague answer about a running change made by MSD and that he wasn't sure about the relay.
I asked him about the Gilmer belt tension and was told to make it "snug".
I asked if there was a deflection measurement and he said he was "unaware of one."
I asked him about the fuse layout as there is no picture of the Challenger fuse box, only of the 300 and the Charger.
I offered that the Challenger fuse box appeared to look like the 300 and he said to "go ahead use it then."
I then asked whether to put in on fuse 6 like on the 300. He responded uncertainly "Sure."
When I told him the fuse only got power when it was running he said "well maybe it wasn't correct then, just find a full time power on fuse."
His attitude throughout the entire encounter was dismissive and arrogant.
It took several more phone calls over a couple of hours to finally speak to Jamie, your GM.
When I finally did reach him his attitude was more of I was a nuisance rather than a purchaser of a $6000.00 plus supercharger system that was incomplete due to his company's mistake, with a car that was torn down in the middle of my shop floor.
We discussed that I was unable to start it, and it would have to remain there till the next day when UPS delivered the correct Predator.
He flatly stated that "The company did not e-mail tunes as then anyone could use them. "
He did however say he had not charged my card, and would send a call tag for the incorrect unit.
Finally, a glimmer of customer service.
Later that day when I called him on the defective weld on the transfer pipe, his response verbatim was
"We don't manufacture that part, so we have no control over the quality of it, but I'll send you a new one."
At that time I asked him to also send me another Gates 90 degree
intercooler hose.
He asked me which one, I told him all 4 of the 90 degree hoses are the same.
Guess, what? I didn't get the Gates hose I requested, I got a 90 degree
INTAKE hose. That's a hell of a track record, guess he either wasn't paying attention, didn't care, or didn't follow through to make sure the
CORRECT item got sent. Do you see a pattern here?
So let's recap; other than you trying to get me to the correct people, your company fell down on multiple points:
Vortech sent me an incomplete kit with an incorrect programmer.
The tech guy was unhelpful, did not have much knowledge of the kit, and had a poor attitude.
He also failed to follow up and e-mail the tracking info.
Your GM was unwilling to go the extra mile and resolve my issue, treated me like an interruption to his day, and finally didn't follow through by sending me the incorrect hose.
Lastly, not a single person from your company contacted me to follow up if everything turned out o.k..
Now, here's how this could have all been different, had just one of your people followed basic customer service principles and resolved my issue by e-mailing a tune to get the car running and out of the middle of my shop floor.
My post would have been along the lines of how I had installed the Vortech this weekend, and although there were a couple of issues, you guys had gone above and beyond to resolve them.
Furthermore, while I still would have posted my review of your manual, I would have also included that I had marked up the manual with some suggested improvements / technical data and was sending you a copy, and that I was sure you guys would be looking at them.
Hopefully your company may learn from this rather than to bury their head in the sand.
I have no doubts that at this point I'm persona non grata at Vortech, and if anything were to go wrong, I'm on my own.
I knew that prior to making my initial post, but I'm a big believer in both customer service and holding people accountable.
Linear Mode
