No I have my own section here and chime in as needed,
BrenTuning - Ducati Forum. I didn't want to come into this derailed thread but here we are to dispute Al's post unfortunately. The rest of this is just trying to tarnish a product which we have spent a ton of time on and regardless of improper dyno testing showing "low" HP numbers, every single customer is happy with. Odd how that works right? Ed trying to steal the tune to show what we "do or don't do" is also interesting although he purchased it for a 1299 not a V4. I digress.
Al has emailed me numerous times regarding tuning his bike. In May he asked if I had any deals going on to which I replied yes we have a 15% of Memorial day sale putting the price at $675.75 USD. I had a phone call with him regarding this. A few days later, he emailed in and said he bought a used handheld from a previous customer and was getting an error trying to load it. I informed him that he had to pay to have the device remapped and that I would have to issue an erase credit from the old VIN so he could tune his current bike. He said OK no problem he didn't have any other options. I asked what he paid for the used handheld, and I'm not sure what guise this was sold to him under, but with my remapping and what he paid, was well over the cost of the new handheld from me.
Al wasn't charged $295 to fix the handheld and he knows that, Al was charged $295 to map for a new bike per his invoice and our discussion. Selling of handhelds unfortunately isn't as easy as just plugging into the new bike and loading the tuned file like a Cobb AP. They are all custom setup and the tuner is paid per file on my side and the handheld is also VIN locked. So unfortunately, I have to charge to remap for new bikes. This was no issue and Al understood. When he went to read the bike the handheld jammed up, no idea what happened but I asked for some additional info which he provided so I could open a ticket with alientech. During this process Al called me 5 times in a row while I was on an international call and I did not answer. In addition to the 5 calls he also emailed me twice. After my call he was emailed and I said I had a ticket in with Alientech and was waiting on the next steps. All of this happened within a 4 hour window.
The following day when I heard back from Italy, I instructed Al to send the handheld in. He shipped it to me and upon receiving started the dialogue with alientech that I needed to get his issue corrected which involved a remote log in session. If the issue was unable to be resolved I was going to just warranty the device for Al and get him on his way even though he had already asked what a new unit costs and if he was able to apply the $295 he already paid as a credit, which I said of course.
On 6/17 I informed him that I was waiting on an answer from Alientech and that he'd have a resolution shortly. Shortly after I found his post bashing us and how terrible our customer service was, even though all his emails were replied to and a resolution to his issue was in the works. I asked Al if the post was him and said if it was I was going to just ship the device back as I didn't think that was fair to us. Al said it was him and asked for a refund along with telling me to keep the device (which unfortunately is locked up and unusable, not sure what happened in between owners, but it cannot be unlocked short of shipping to Italy).
In closing, we tried our best to help Al in a timely fashion. Apparently it wasn't fast enough for him and thus we received a poor review. All his emails were replied to and multiple phone calls back and fourth. A used handheld and some unknown problem along the way caused a lot of stress on both sides which could have easily been
If you would of put the effort into helping me the same effort put into your post we won't have an issue would we?
Read the internet and see what other customers are saying. Maybe I can post a few recent refreshing your memory since you really enjoy snip it !
Stop man ... You're starting to look silly and starting to really piss me off!
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