Here is the message I sent them. NO RESPONSE.
To Whom It May Concern, (please forward this to upper management)
I bought a PCM from your company under order# 102048 recently. I was told by your salesman, Jeffery Harrell, who is no longer with the company, that my PCM would be programmed with my current VIN number and mileage and that I would not have to have the module updated at my dealer for their $90 charge. I paid a total of $334.95 plus shipping to have my module sent in and repaired. Then your techs told me that it wasn’t repairable (of which I told them that in the first place but they insisted I send it in) so you charged me another $95 which was fine. Then I got the “new” module back and installed it. The VIN was wrong and it conflicted with my ABS module and threw a code every time I drove the truck. The ABS and Brake lamp in the dash stayed on all the time. I took it to my local dealer to “re-flash” the VIN and they charged me $44.82 to tell me that they couldn’t do it. I called five more dealers and they all told me that the VIN can’t be changed once they are programmed. I finally called back to your guys and talked to George at x110. He was an exceptional customer service rep but his solution was to have the dealer call you guys and figure out a way to program it. That is not an option with a dealer. They will not do it plus I would have to pay the hourly charge while they do this; this is not acceptable. Your company told me after another call that they would blank out the VIN for free if I would just send them the module back. So that would have cost me shipping to Florida plus the $90 dealer charge after that. It would have taken a week and a half to get it to you and get it back and then I would have had to make an appointment at the dealership. I finally talked to a customer service rep from the manufacturer of the DRB tool and he told me the tool could do it but it was very sophisticated and the dealers can’t do it. He gave me a name of a guy in Iowa who could. He charged me $125 plus $15 shipping and it cost me $35 to ship it up there. He is the only one in the country that I have found so far that can do this. And this proves it can be done so why can’t your company figure it out?
So for a running total I’ve spent $649.77 when it would have only cost $500.00 to take it to the dealer in the first place. My truck was down a total of 14 days when the dealer would have had it for two. I made the decision to place an order with your company because the sales staff informed me that for $334.95 I would have a like new PCM with a lifetime warranty that would be a drop in replacement and it was pre-programmed. I am very dissatisfied with the customer service at your company as they should have apologized for the inconvenience and taken care of the situation. All they told me was “we’re sorry, we can’t cover the programming cost”. I paid for a “pre-programmed” item and didn’t get what I paid for. It is not my fault your sales staff mis-represented the item. He should have been better trained or supervised it appears. Your company should have said “we’ll cover shipping and get it programmed and return it to you free of charge” since it was your staff’s fault that I was in this position. I wouldn’t expect to be compensated for the extra two weeks it would have taken for you to do this since I have to have my truck to commute to my job and farm when I get home. But I would expect you to compensate all the extra money I have spent cleaning up your staff’s mistake.
I have sales receipts for the programming and would be glad to submit them to you if you would just reimburse me that charge. I think it is the only ethical thing for you to do at this point. Since there are “no-returns on electrical items” and I didn’t get exactly what I was told I paid for, you pretty much screwed me into keeping it and spending the extra money to make it work correctly.
What are your comments to this situation and how can you make it right with me, the customer?
I am expecting a reply to this message or you can call me anytime 8am-4pm CST at the number below.
Thank you for your time,
JWB
