Unlock ECU and tunes - don't do what I did

[edido]

Hi,

I wanted to share my two cents based on my recent experience:

1. If you plan to ship your ECU for unlocking:
- Don't use USPS. UPS and Fedex are likely better options.
- Make sure you ship it with signature confirmation.
- Pay extra for overnight return shipment.

What happened to me:
- I purchased ECU unlocking service on TSP. TSP website didn't say anything about "signature confirmation". They actually resell Innovative MotorWorks service (and on IMW website they do recommend "signature confirmation".) TSP replied and said that they will update their website.
- I used USPS 2-days priority shipment. My package with the ECU was delivered to a different business. I called Innovative MotorWorks, they very super nice / friendly and went to search the lost package. Luckily they tracked it down from another business in the area.
- IMW shipped the unlocked ECU back within a day (again, great service and kudos to Derek). But this time UPS had some delays, and it took a week until I got it back.

2. Don't buy Phearable tune from another forum member.
- Phearable tunes are non transferable. Phearable has unfriendly customer service (IMHO) and they would not transfer a tune under a new name. They will ask you to trash it and buy a new tune from them.
- Apparently, they also charge $99 for any revision. Like if you need to disable a single code, they will charge you $99 for the change. It make sense to charge extra if you make big mods like turbo, but it's steep and unreasonable to charge $99 for a small revision.
- If you plan to buy any tune from a forum member, make sure it's transferable.

What happened to me:
- I purchased FlashPro and Phearable Stage 2 tune from a forum member. Both of us were not aware that tunes are non-transferable. Yes, Phearable says that tunes are non transferable under their terms and conditions. I am new to tunes and it didn't cross my mind to read it. I knew that a tune is married to a specific FlashPro device.
- I contacted Phearable about this, and asked them to make an exception or work with me on a solution. They refused. For me, their customer service level doesn't meet my bar.
- I can't use the tune I purchased, and it was a waste of money.
- I have no idea how good Phearable tunes are, and by no means saying anything negative about their tunes quality. My comment was about their unfriendly customer service.

[This post was corrected]

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[StingertimeNC]

Is the guy you bought it from giving you a refund? This sucks but probably easily avoidable with some research.

Hate that you wasted your money for sure. Thanks for sharing so we don't make the same mistake.

 

[edido]

Is the guy you bought it from giving you a refund? This sucks but probably easily avoidable with some research.

Hate that you wasted your money for sure. Thanks for sharing so we don't make the same mistake.

Yes, I posted the same in CivicIX and someone suggested to ask for a refund. So I did and the guy I purchased from was great and we agreed on a partial refund.

 

[optronix]

Thanks for posting this. Sucks to be the one who learned the hard way, but I'm sure someone can benefit from it.

That said, personally I disagree that it's "bad business" to refuse to make an exception to their terms and services. That's actually a GOOD business decision, because those Ts and Cs are there for a reason. People talk on these forums. If word gets out they make exceptions, then people would start expecting them to make exceptions, and at that point you have to question why the rules are there in the first place.

As a consumer you have to read them. No one wants to, but it avoids situations like this.

 

[nix6speed]

Yes, I posted the same in CivicIX and someone suggested to ask for a refund. So I did and the guy I purchased from was great and we agreed on a partial refund.

Should be getting a full refund. Unless you kept the FlashPro. No reason for a partial refund due to the seller not providing what was offered.

 

[Nivek2slick]

This is good info to know sorry to you had to learn hard way

 

[edido]

Should be getting a full refund. Unless you kept the FlashPro. No reason for a partial refund due to the seller not providing what was offered.

I kept the FlashPro. It was a fair refund for the tune part.

 

[optronix]

Should be getting a full refund. Unless you kept the FlashPro. No reason for a partial refund due to the seller not providing what was offered.

Again with the bullshit, no! How the hell do you figure "not providing what was offered"? It isn't the seller's responsibility that the buyer didn't read the fine print. It's cool that the seller seems to be a good dude and helped a brother out, but IMO it wasn't necessary. The transaction took place, he's within his rights to tell him to pound sand. We don't have to agree with it- in fact, I'd probably have given a full refund myself just because- but we can't beat up the seller over this.

It's clear the majority of people in this country want a free market, this is the part that comes with it.

 

[boosted180sx]

bad business and bad customer service because they wouldn't bend the rules for you? lol.

I understand you are not happy but lets not spread misinformation.
They do not charge you a revision fee for something simple as disabling a code.

 

[edido]

bad business and bad customer service because they wouldn't bend the rules for you? lol.

I understand you are not happy but lets not spread misinformation.
They do not charge you a revision fee for something simple as disabling a code.

I might have used harsh words. I'll correct my post.
- With that said, I did try to find a solution with them. I got zero empathy from them. You and I have (and others) have choices...Not every customer support is equal, and I would rank them at the bottom - again, my personal opinion. Take my opinion however you want.
- I am not spreading misinformation. They clearly told me that disabling a code requires a revision fee. Happy to share their response in private if you are interested.

 

[edido]

Again with the bullshit, no! How the hell do you figure "not providing what was offered"? It isn't the seller's responsibility that the buyer didn't read the fine print. It's cool that the seller seems to be a good dude and helped a brother out, but IMO it wasn't necessary. The transaction took place, he's within his rights to tell him to pound sand. We don't have to agree with it- in fact, I'd probably have given a full refund myself just because- but we can't beat up the seller over this.

It's clear the majority of people in this country want a free market, this is the part that comes with it.

As I said, it was my mistake not reading about it. I didn't plan to ask a refund from the seller. It was a suggestion by another member. I asked the seller, and yes he's a cool dude and we worked it out. I agree, nobody should beat the seller - he didn't know either.

There is always some risk with buying from a member. I purchased and sold few times, and so far it was great experience. Vast majority (if not all) of people here and CivicIX forum are great - we all have same passion and nobody spend time here to mess around.

The only reason I posted it so people are aware.

 

[optronix]

I might have used harsh words. I'll correct my post.
- With that said, I did try to find a solution with them. I got zero empathy from them. You and I have (and others) have choices...Not every customer support is equal, and I would rank them at the bottom - again, my personal opinion. Take my opinion however you want.
- I am not spreading misinformation. They clearly told me that disabling a code requires a revision fee. Happy to share their response in private if you are interested.

I hear you. Bad customer service sounds like an appropriate description and far more subjective and open to interpretation... but I still disagree with the bad business take. The rules are pretty cut and dry, and expecting them to break them because you weren't aware (another word for that is ignorance, btw...) or else they're doing you wrong isn't a fair assessment.

But again! I think we should all appreciate your post. It is good to be aware of these things- if someone had done it previously you might not have been caught up in this situation.

 

[Wolfman]

Idk with as many options that are out there, if someone customer service sucks than I assume move on to another. Althought he does have this on the bottom of their tunes.

Note: All sales are final. Tune files are emailed within the processing time selected when purchasing.
If you order the tune for a vehicle other than a compatible vehicle you cannot be refunded.
Tune files are not transferable. Support is provided to the original purchaser only. Tune files are locked from editing a majority of parameters. Tune files do not include any tune revisions or remote tuning.


Kinda hard to fault him for that.

 

[creaturemachine]

Thanks for posting this. Sucks to be the one who learned the hard way, but I'm sure someone can benefit from it.

That said, personally I disagree that it's "bad business" to refuse to make an exception to their terms and services. That's actually a GOOD business decision, because those Ts and Cs are there for a reason. People talk on these forums. If word gets out they make exceptions, then people would start expecting them to make exceptions, and at that point you have to question why the rules are there in the first place.

As a consumer you have to read them. No one wants to, but it avoids situations like this.

100% this.

The tuning market is largely, dare I say, a bunch of entitled brats whose brains haven't fully developed, blowing their parents' cash for instagram points. We're all going to be lumped in with this demographic whether it applies or not.

If these tuners and device makers inboxes are anything like their tuning forums, they must be brimming with poorly researched queries and every attempt possible at pulling a fast one. A curt response means they've seen this shit before and they're not wasting any more keystrokes.

Plus they're operating in a pretty small market, so any degradation of income could lead to the end of their business.

 

[PrecordFK7]

Hi,

I wanted to share my two cents based on my recent experience:

1. If you plan to ship your ECU for unlocking:
- Don't use USPS. UPS and Fedex are likely better options.
- Make sure you ship it with signature confirmation.
- Pay extra for overnight return shipment.

What happened to me:
- I purchased ECU unlocking service on TSP. TSP website didn't say anything about "signature confirmation". They actually resell Innovative MotorWorks service (and on IMW website they do recommend "signature confirmation".) TSP replied and said that they will update their website.
- I used USPS 2-days priority shipment. My package with the ECU was delivered to a different business. I called Innovative MotorWorks, they very super nice / friendly and went to search the lost package. Luckily they tracked it down from another business in the area.
- IMW shipped the unlocked ECU back within a day (again, great service and kudos to Derek). But this time UPS had some delays, and it took a week until I got it back.

2. Don't buy Phearable tune from another forum member.
- Phearable tunes are non transferable. Phearable has unfriendly customer service (IMHO) and they would not transfer a tune under a new name. They will ask you to trash it and buy a new tune from them.
- Apparently, they also charge $99 for any revision. Like if you need to disable a single code, they will charge you $99 for the change. It make sense to charge extra if you make big mods like turbo, but it's steep and unreasonable to charge $99 for a small revision.
- If you plan to buy any tune from a forum member, make sure it's transferable.

What happened to me:
- I purchased FlashPro and Phearable Stage 2 tune from a forum member. Both of us were not aware that tunes are non-transferable. Yes, Phearable says that tunes are non transferable under their terms and conditions. I am new to tunes and it didn't cross my mind to read it. I knew that a tune is married to a specific FlashPro device.
- I contacted Phearable about this, and asked them to make an exception or work with me on a solution. They refused. For me, their customer service level doesn't meet my bar.
- I can't use the tune I purchased, and it was a waste of money.
- I have no idea how good Phearable tunes are, and by no means saying anything negative about their tunes quality. My comment was about their unfriendly customer service.

[This post was corrected]

I saw you posted this on CivicXI too. The original tune was a 93 octane tune, you're in CA so need the 91 octane tune, as well as, you replaced your thermostat with a low temp thermostat and are getting a CEL for low coolant operating temp so need that disabled too.

I have to disagree with your opinion of bad customer service from Phearable as you were hoping to get a $800 Flashpro and a $249 Phearable OTS tune used and discounted. You're of course entitled to your opinions and welcome to tune elsewhere based on your opinion but I also don't think it's fair to drag Phearable's name down for something you weren't even a paying customer for and the $249 for his OTS tune isn't really unreasonable in today's day and age. I've tuned several times with Phearable OTS several times and custom E-Tune several times and don't mind paying full price each time. I sometimes ask him for advice on future mods and parts and he's always taken time out to help me every time to lead me in the right direction, so my opinion about Phearable is nothing but positive.

Good luck and I hope your next OTS/tune experience going smoothly.

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