Chad,
I'm really sorry that you had a bad experience with us in 2012. It's very frustrating for us to have a customer that still feels like he had a bad experience 3 years later. The biggest mistake that we made with you was not replacing the entire FICM with a different module when it failed after the first repair. Please remember that the module had visibly failed from what looked to be a short in the wiring on the truck when you brought it in to us. On 5/25/2012, you called us and told us that you found a short in the truck's wiring that had been keeping it from starting and it was running great. Then, on 6/4/2012, you called and said that the FICM relay was bad too. After replacing the relay, the truck would only run for 3 minutes though. When you returned the FICM to us, there were charred components on the logic side that were connected directly to the FICM plugs, so it seemed to be a safe assumption that something on the truck had shorted it out. Since you had found problems with the truck's wiring, we noted that we ran the FICM on our test truck for 45 minutes with no problems, so we felt that everything was good.
I really wish that you would have called us to let us know that it failed again after getting hot. The biggest failure in this entire transaction is that we were never allowed to stand behind our warranty. After all of the additional troubleshooting where you found a shorted wire and a faulty relay, we didn't hear from you again until 7/3/2012 (almost a month later). I realize that you had lost all confidence in us after 2 repairs, and rightfully so. We would have immediately sent a replacement module if we had worked on the FICM twice with odd logic half failures that were unexplained though. If you would have contacted us instead of sending it somewhere else, we could have honored our warranty. In fact, when you sent it to Ed at FICMRepair and told him the entire story, he decided it was not worth the risk and sold you a replacement instead of trying to rebuild it. You could have still contacted us after getting a second opinion and given us the opportunity to provide a warranty replacement instead of buying one and trading ours in as a core. Given the opportunity to exercise our warranty, we would have replaced the FICM at no charge or refunded the repair.
Even after you purchased a replacement FICM, we offered to provide a full refund of all charges including shipping if you could get the original module and return it to us. We even offered to send you another core to trade in so that you wouldn't have to pay a core deposit. We cannot offer a refund when you traded the module in on a new one and didn't even give us the courtesy of a phone call or email to give us the opportunity to serve you.
All in all, my goal is not to simply defend Circuit Board Medics though. As I started this post, I really am sorry that you had a bad experience with us. Customer service fails are what keep us up at night. Those failures are almost always due to poor communication. Given the opportunity to do the right thing, we do it. There's a reason that I knew exactly who this post was from even 3 years after the whole ordeal. You do make a good point in that you had to pay $150 additional (because we thought that the damage after the first repair was from the faulty wiring you found on the truck). Even though I still think it was a logical conclusion, it was the wrong conclusion, and we were proven wrong when it failed again. I would like to refund that $150 to you because it should have never been charged. If you will call us at 800-547-2049, I'll be happy to get a check in the mail to you.
