Ok moderator, i understand and will leave it at that for now, can i just answer shark 90's last post, yes we did open the ECU as we do with all flash chips, we find that powering up the ECU gets us more hassle than just removing the flash chip and programming it, the amount of people that ring up getting worried because engine management lights have come on because of the powering up on the bench so its just easier to whip the chip off and flash it, it stops the faults from the sensors that are not connected, we also do not tell lies about anything and honestly do care about our customers and really do like them to be happy but we are not machines and will not tolerate abusive emails from anyone, we do have feelings and obviously will retaliate with non help to abusive emails, please find attached a picture of todays newspaper with our business card and a picture of our 3 main programmers, just so that you know we don't use gallettos or any other such cheap rubbish programmers.

Thanks

Gary

Fair enough, thanks for answering.

Hello everybody, my name is gary and i own Custom Tuning, i would just like to clear a few things up, there is a few people on here putting posts that john was well within his rights to .......bla bla bla

I'm sorry but if thats your attitude to an unhappy customer I'll never look at using you guys or even recommend you to anyone.

JCB was upset that he and his family we're stranded in cardiff. Even if he did contact you with a slighty angry or upset tone... as a business you should have taken it with a pinch of salt, and at least tried to sort it. Proving that your work didn't damage anything by helping him out and JCB wouldn't have had to go public with the issue.

Taking his e-mail (and frankly any customer's emails) personally is the start of a downward slope for you guys. I've seen it happen elsewhere.

I think I have to agree with the above too, and if it was my business, I would want to help clear the case up, not get narked, and throw my toys out.

Very poor after sales service, and childish response methinks.

Surely the RIGHT thing to do was bite the bullet and sort it.

Hello everybody, my name is gary and i own Custom Tuning, i would just like to clear a few things up, there is a few people on here putting posts that john was well within his rights to act the way he did, well i don't agree…

But when we get downright nasty attacking emails then i am sorry but i lose the will to want to help…

Thanks for listening

Gary

Custom Tuning.co.uk

P.S if anybody would like to discuss this incident then just phone me and we can talk about it on 0800 44 88 678

I don't see anything in jonny's email that could be construed as 'downright nasty' and to then say you 'lose the will to want to help', it doesn't seem like you ever had the will in the first place. Putting myself in your shoes, I can see how you might be p*ssed off with the email, but this isn't personal, jonny would have been the same with any company in the same situation, and if I was Custom Tuning I would be bending over backwards to fix (or at least investigate) the problem.

There's a lot of people on this forum who would, quite rightly, put 2 and 2 together to get 4 i.e. jonny sends ECU to Custom Tuning to get remap; ECU returned; car/ECU dies a short while later. That is either 1) a massive coincidence, or 2) plain unlucky 3) dodgy ECU map.

The best way to defend yourself might be to offer a fix to the damaged ECU. You said there was no way the remap would have caused the error but what else could it possibly be then? I think some alternative ideas would be a good start.

Sorry, just my two pennies worth

Maybe a mod should lock this thread?

As has previously been said, it's probably not best to continue this on a public forum :confused:

The OP sent an email with unproven and insulting allegations and was effectively demanding substantial compensation - not the way to deal with people if you want to elicit a helpful response.

Sorry, but as the law demands, the seller/provider has to be dealt with reasonably and given a fair chance to rectify the problem. I expect as would be perfectly normal, their T&Cs (which form a legally binding contract) exclude consequential losses.

It was the OP that went off at the deep-end first.

The response from CT is hardly the most professional, but it is completely understandable.

Maybe a mod should lock this thread?

As has previously been said, it's probably not best to continue this on a public forum :confused:

Why? Seems like quite an important thread to me, and we're all grown-ups, capable of judging what's slander and what's not, and what's b******* and what's not, aren't we? :confused:

I agree with chicken, this is turning into a slagging match. John has clearly had a bad experience with an ECU modified by custom_tuning and this has been documented in the thread. Fair enough.

Custom_tuning have responded and now we are all free to draw our own conclusions. Joining in with Custom_tuning or John bashing doesn't help.

What I want to read about is whether John gets his ECU fixed elsewhere and what the final diagnosis is.

iep

This thread will be moderated. Any bashing to anyside will be reviewed/amended/deleted. However rather than opening yet another thread... If john wishes he can post the resulting solution here. That way anyone reading the thread will not get half a story.

Updates as and when I get them folks...

However, I'd just like to say I haven't slagged anyone off. All I've posted are the facts as I have been informed; and direct copies of any emails I have sent and received.

And I did ask for help right from the start, by phone. And was told "it can't be anything to do with what we did..."

hope you hear something positive soon John

Hello john

I am not going to get into a slanging match on this forum with you but can we just clarify exactly what happened, yes you did contact us by phone when your car stopped working and yes we did say that the remap would not be the cause of your fault but we didn't say that we wouldn't help you at any time and we agreed to check the work that we had done for you, you sent us the ECU and on the very same day we received it we took the chip back off and checked the file for you and it was fine and the checksum was fine, after we put the chip back on the board with solder paste and hot air we even went over every single 44 pins of the chip by hand with solder just to make sure that there could definetley not be a bad connection to any track, we then just assumed that you would have a different fault with your car, we sent you the ECU back the same day by special delivery and then you never rang us back to let us know whether your car was working or not, it was only after a couple of days later when you had been on this forum and started putting 2 and 2 together that you came up with the conclusion that we had most definiteley been at fault and decided to send the email that you did. Why when you got the ECU back and it didn't cure your fault did you not contact us and see if we could help to try and get to the bottom of your problem instead of sending an email to us with all the accusations of cracked and out of date software?.

If you had rung us back after you got the ECU back and said that your car still was not working we would have tried to help you without a doubt, if we were not willing to help we would not have agreed to take the ECU back and look at it so why you didn't let us know that your car was still not working is a mystery to me, instead you just sent a bad email, i can see how you might have come on this site and pumped yourself up that you must have sent your ECU to some mad cowboys but you couldn't be further from the truth, we are actually quite good at what we do and have no reason or anything to gain by just dismissing to help anybody, that is not how we work, we want people to be happy with our work and we want people to tell other people how good we are, we have many many happy customers and at first you were one of those happy customers, you were very impressed with the remap that you received from us, it's only later that when something went wrong for you that you have resorted to name calling without even finding out what is wrong with your car, you don't even know if the ECU is at fault, even if it is then it probably just going to be pure chance that your ECU has happened to have failed and thats just life but we would have still helped you fix it, i am sorry john that you have had problems with your car and i sincerely hope you get to the bottom of it but please take it on board that there is a certain way to go about things in life and just making wild accusations and not discussing it with us in the first place is not the way to go on.

As said by previous moderators - unhelpful or inciteful posts like the one that was here will be moderated.

Edited 27 April, 200917 yr by Shifty
Childish

Be very interesting to know how the ECU is when back with it's new code, and has been started over 10 occasions. This will prove the ECU's working or not.

Jigger's post sums everything up nicely.

Regarding remaps by post. This worries me/I have an issue with it, as in you're playing with values but every car runs differently, is in varying conditions etc etc. I could program one of our machines from scratch on the pc, but always need to tweak for that piece of equipment on site - even if I had 10 brand new identical machines. They all operate with tolerances, but how would I know which end of these values they're actually working well with?

Why should this thread be locked? A forum member has posted up their experience with a company and has kept everything factual and asked for opinions and help.

GaryCT your replies highlight to me my original thoughts of not wanting to ever go near your company to be frank. You are still trying to wriggle out of helping the OP, twisting his words/story and getting on the defensive with an attack on ECU Evolutions or by the looks of it any opinion that differs from yours. People can post what they want on forums and you can try to take them to court if you so wish at a bit of criticism, but wouldn't it be more productive and much less hassle for you to -as a company caring for it's customers as you put it - heaven forbid, have a look into the problem for the OP properly and take some responsibility?

I have seen this on another forum on the net already and to be honest, the damage is already done. Your first reply if you cared about your business and had any common sense, would have been an apology and a statement that you would look straight into the problem and replace the ECU for example in contrast to the above argumentative posts you make on behalf of custom tuning.

:iagree: completely

Carl:thumbup:

And me :iagree:

As a relative newbie, and going for a remap this Thursday, this thread gives me nightmares. :eek:

I've got to travel to Wiltshire with SMWBO and our 2-year-old at the weekend and the last thing I need after my remap is an ECU melt-down and a company seemingly washing its hands of the problem. I really hope jonny gets it sorted and Custom come good with a solution or compensation. Custom seems to have done its reputation a whole load of unecessary damage. :confused:

I am no expert on economics but I'd reckon that tuners rely heavily on word of mouth from happy customers or people they have told about the great work.

By my reckoning based on the above you (CT) have just shot yourself in the foot, I for one would not recommend any company that has customer service as appaling as yours.

As for the ECU, If it turns out that you were not at fault I would still not recommend you because no one here including yourself knew for sure what the problem is/was and still you dismissed the complaint.

As for the original email/letter from John, I would say he held his tongue quite well - He was also going on info given to him by others.... That is certainly no reason to totally dismiss his complaints EVEN IF the reasons he got given were wrong.

Edited 28 April, 200917 yr by tartanarmy

Thank you for all your input and thoughts but lets just wait and see exactly what the final diagnosis is before you start stoning us in the town square, "2 bags of pebbles and a nice big flat one please"

Thank you for all your input and thoughts but lets just wait and see exactly what the final diagnosis is before you start stoning us in the town square, "2 bags of pebbles and a nice big flat one please"

I think that's fair comment Any news jonny?

Thank you for all your input and thoughts but lets just wait and see exactly what the final diagnosis is before you start stoning us in the town square, "2 bags of pebbles and a nice big flat one please"

You seem to be under the illusion that if the problem turns out to be not directly as a result of the remap, that you will be "cleared" and all becomes fine and dandy. Can you not see that you have demonstrated poor customer service for this customer and that you have put off potential further business? People will have enough reason from the above replies to not want to use customtuning.co.uk regardless of the outcome of the issue.

"2 bags of pebbles and a nice big flat one please"

Are there any women here ????

...currently awaiting a new (second hand) ECU.

More when I know exactly what the problem is...

(I wouldn't want to post anything non factual now, would I??)

Is your ECU FUBAR then?