I appologize for the delays some of you are seeing. it really pains me to see complaints about this. When me and Chris A. started this business we did so on the basis of trying to provide the best customer service we could. This is helped us and unfortuneately now is hurting us. I do know it is an issue and am trying our best to find a resolution to it.
Let me try to explain. It may help understand a few things, and it may make some even more irritated but the truth is the truth.
We started as a local performance and repair shop. Installation of performance parts and actual diagnosis and repair has always been our priority and always will be. The tuning started as a way for us to tune our own trucks in house as we were never satisfied by anyones emailed tunes besides Vivians when she was at DJ's. when she retired or took a break we started to tune our own trucks and as word got out we started getting asked to email tunes. It has grown and grown and has got to the point where it is hard to keep up with. If someone becomes a customer of ours, they will receive attention before someone who is not a customer yet. This is the way weve always done it. weve corrected problems, warrantied parts, tweaked tunes for our current customers instead of taking the next order to make a few bucks. Its financially probably not the best idea out there but it is what we beleive in and what we are trying to stick to. I spend my day on the phones helping people with their builds, aftermarket offerings, taking tune orders, rewriting tunes that need tweaked, helping our guys in the back, and as late even driving our tow truck. By about 7 or 8 pm i usualy get to the point where i can start to work on the new tunes and i get out as many as i can before its time to head home and repeat the next day. A few days a week i have guys come in for live tuning or dyno runs by appointment as well. i do know im hard to get ahold of, but email to [email protected]
is usualy the best way to get ahold of me. i return calls as fast as i can but there are only so many calls i can make in a day and still be able to turn out tunes and get done what we have to do in the shop. hopefully this explanation is not taken as some kind of an excuse, as there is no excuse. as i figure out a better system to help our tuning customers i hope it will ease everyones pain. the one thing i refuse to ever do is compromise the work that goes on in the shop. if it results in some unhappy internet customers, then its something ill have to deal with.
all of that being said, if anyone has any issue with their dealings with us, or is not getting contacted back in a reasonable amount of time, please email me, call, send a smoke signal, a telegram or whatever it takes. let me know what i need to do to make things right. if its in my capability to do it, i absolutely will. i take this business personally and it bugs me to no end to see threads like this. And to the moderators, if you need to edit or delete this post go right ahead. this is not an attempt to sell any product as i do not advertise on this forum. it is the only way i knew how to commicate with a few of our customers that are having a problem getting in contact with me.