SCT Tuner restocking fee? WTF!!! - Ford Powerstroke Diesel Forum
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Old 09-21-2009, 05:40 PM
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SCT Tuner restocking fee? WTF!!!

+Ok guys, here's the deal. I'm looking for some opinions. I turned on my good friend to STC and also TW and a few others. He decided to go with SCT even though I thought TW might be better for his 2000 F250 7.3L. He called Ted at Innovatine Diesel and bought the tuner and 3 custom tunes and gave him his stragedy which I confirmed was right. After trying all the custom tunes, his truck really bogged. He is currently running an Edge but it shifts bad so that is why he decided to try something different. He called Ted and Ted said he would have Eric tweek the tune a bit and resend him another tune because there has never been a truck they could'nt tune. That did'nt work either. So he went to ford and had his truck reflashed for $90.00 to see if that would help. Nope, no luck, but his edge runs fine except shifts hard. So he wants to return the STC to Ted and he said my friend has to pay shipping and handling which is fine but also a restocking fee of like $86.00. They won't even budge on it. I really think that is poor business. I have directed alot of people to them and run a custom tune myself and am very happy. Pretty sad. I told him i would see what all you guys think. He paid for 3 custom tunes and when they redid them they gave him only 2 the second time. kinda crazy. I'm not bashing them just want to find out what you guys feel about this situation about the restocking fee. It is a stock truck with no engine mods

Last edited by JAVA JOE; 09-22-2009 at 04:31 PM.
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Old 09-21-2009, 05:56 PM
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thats a 20% restocking fee, the tuner has one less unlock, therefore its used..pretty typical to me..I dont see a problem..you cant buy something, use it, the expect return it and pay no restocking fees.
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Old 09-21-2009, 06:00 PM
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Some people just do business differently than others....part of it I guess..
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Old 09-21-2009, 07:17 PM
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i would think they would want you to datalog a trip for them and see if they could tweak the file to work better.
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Old 09-22-2009, 12:07 PM
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Since they never got it right the first time around they should refund the full price. He pays the shipping back to them. THAT'S keeping a customer happy. If they were smart they would lock him into store credit towards other items they sell.
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Old 09-22-2009, 04:30 PM
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Originally Posted by HeavyAssault View Post
Since they never got it right the first time around they should refund the full price. He pays the shipping back to them. THAT'S keeping a customer happy. If they were smart they would lock him into store credit towards other items they sell.

I forgot to mention it"s Innovative diesel!!!
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Old 09-22-2009, 05:41 PM
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It doesn't matter the name of the company it's the way you run your business.
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Old 09-22-2009, 05:50 PM
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ok, so...if the revised tunes didn't work, did you call Ted back an tell him, or were you just done trying after that? Its not called CUSTOM tuning for no reason, it may take several tunes to get it right, we have alot of IDP SCT's on 7.3's and they run great right out of he shoot..
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Old 09-22-2009, 07:55 PM
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my question knowing what you've explained would be "is there something wrong with the trans?". You've explained that with two different programmers, you have a trans problem. Look for the common factors. I don't like a restocking fee, but again it's not a new unit, and they have also said they are willing to work with you on tuning it. THAT IS customer service!!!
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Old 09-23-2009, 05:09 AM
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Innovative is between a rock and a hard place.

Sounds like something else is wrong with that particular truck. The SCT is highly respected and known to work well on a 7.3 in good shape. My guess is that whatever is bad on the truck is something SCT is pushing harder than Edge.

So they've put in some extra effort, which is money out of their pocket, to help a customer solve a problem that isn't really their fault. Customer is still unhappy for reasons that are probably beyond their control.

It's fine to think that Innovative should do everything for a customer with a truck that has problems, but that ends up raising the price for all of us with trucks that are in good shape. The guy needs to find and fix the problem before he goes plugging a tuner in.
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