Diablo Predator
Postmaster
Joined: Dec 2003
Posts: 3,359
Likes: 0
From: Dallas
I Think I may have given the wrong impression. I would never do anything to monkey with anyone's property. I've never even down loaded music. I would however, do what ever I had to do to get a product to work that I already PAID for. I strongly feel that Diablo or anyone else should not promise anything in writing they are not prepared to deliver. Adams has a reasonable complaint that can be fixed with a set of keystrokes that Diablo could give him over the phone. Like I said before, I have seen them do this. No one wants to send something back to the factory. We all know how that goes. We can certainly expect no better service than we get from them on the phone or via e-mail.
Post Fiend
Joined: Jan 1997
Posts: 23,165
Likes: 18
From: Enjoying the real world.
Part of the problem lies in the dealer structure that most automotive companies have.
Dealers provide the support and to funnel information through to the manufacturer because the manufacturer is not in a position to handle literally hundreds of emails per days, and the phone calls as well. Like Superchips, Diablo gets swamped with customer contacts immediately after a product release and it probably gets impossible to handle (heck, I get 700+ emails per day and have to delete most of them!).
I've found that Superchips is better about how they handle the calls (larger support staff) but they take much longer, if ever, to resolve an issue and their usual response is "return it for a refund." Both companies need to work on this but they are stuck with either fixing it quick and then getting blamed for not testing the fix or fixing it right and taking the time to do it right. It gets even harder when they don't have physical access to the vehicle that exhibits the problem.
Dealers provide the support and to funnel information through to the manufacturer because the manufacturer is not in a position to handle literally hundreds of emails per days, and the phone calls as well. Like Superchips, Diablo gets swamped with customer contacts immediately after a product release and it probably gets impossible to handle (heck, I get 700+ emails per day and have to delete most of them!).
I've found that Superchips is better about how they handle the calls (larger support staff) but they take much longer, if ever, to resolve an issue and their usual response is "return it for a refund." Both companies need to work on this but they are stuck with either fixing it quick and then getting blamed for not testing the fix or fixing it right and taking the time to do it right. It gets even harder when they don't have physical access to the vehicle that exhibits the problem.
Postmaster
Joined: Dec 2003
Posts: 3,359
Likes: 0
From: Dallas
What bothers me is that Diablo should have told us that we were doing their beta test so we could decide if we wanted them to do it on our money. Some people on this site have said the same about Ford.
In the long run the Preditor will be a great product. I would have preferred them to do their R&D on their own time and money.
In the long run the Preditor will be a great product. I would have preferred them to do their R&D on their own time and money.
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proggod
1997 - 2003 F150
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Jan 24, 2013 01:47 PM
