Trinity cost me big money

[zane310]

I just bought a trinity for my 07 chevy duramax the 65 Hp tune worked great so I wanted to see the difference in the 120hp tune , but in the middle of the tune it gave me an error script so it did not load the tune. Now I am at the dealership because it screwed my ECM up. Talking the the diablo tech this morning that you must careful with the trinity it unplugs real easy so if it that easy you need another way to plug them up. I think it's a good product but if you have to be that easy with it and it can screw your truck up to the cost of 600 dollars and diablo says sorry, than it's really not that good so since I paid 600 for it I'll send it back now so I will break even. So all I can say is be very careful this toy can cost you a lot of money and basically diablo just says sorry. Sorry did not make you miss a days work and 600 dollars.

[j.mike@diablosport]

I was the tech you spoke to on the phone this morning and I regret that you were unable to get the vehicle restored after we spoke. The tuner was having a connectivity issue and, as I told you when we were speaking, the issue you were having was not typical of the majority of our Trinitys in the field. Because the tool's data cable snaps in place on a small circuit board, you do have to be careful not to treat it roughly while writing a tune to the vehicle. The case we had this morning, however, was admitted to be a defect in the hardware and therefore not the norm.

I could have had the computer repaired by us, free of charge, and did offer that as an option when we were troubleshooting the vehicle. My goal was to get the vehicle up and running without having to have to tow it anywhere. I recall that the tuner was able to read Calibration ID at one point, so it's feasible that it could still have restored the tune, did you not get it to read the Calibration ID again?

I'm sorry you had a bad experience, but I had no intention of hanging you out to dry. Is there anything we can do at this point?

[zane310]

I admit I could have sent it to you, but it would have been days maybe weeks, Im in the military I have to travel alot in my truck. Even yourself probably could not do without you vehicle that long, I really like this product and I believe it works but like I said if you have to baby it that careful you need to change the design. I believe yoour company should cover at least the ecm and Ill eat the labor, I can supply the techinican's paper work to you so you can see what he did, or your welcome to call Tuscaloosa Chevrolet and talk with them. I never told them at first just to see what they would find or say, they even had a GM engineer on site today that tried to pin it out to get it to a factory load and it would not, he said something screwed it up. I finally ask him would a tune done that and he said yes, but he did say even though he dont recommend them at all in there vehicle's, he has never seen that many problems with them. So when I get this new ECM today I would be very afraid to use this product again, even though I want to. So bottom line is I believe your company should help with the cost of the ECM, after all its been running fine since 2007 this is the first time it has been in a shop. Also I see you will not except one back unless it has been set back to factory tune, how can I do that when Im not sure it will not screw this new ECM up, because it shows last tune was 65hp. Put yourself in my shoes If I put something on your vehicle that I desgined that was suppose to make it better and it screwed it up and it cost you a lot of money, would you say well that's just the way it is, don't think so. So anything your company can or will do will be very appreciated.
Thank you Jeff (Go Army)

[mikel]

feel free to fill out the rma request and send in the trinity.

we will check it out, make sure the cable is OK, and unlock and update it before it is sent back.

[zane310]

So I suppose your company will not help in the ECM matter ? Plus it seems like I keep spending money on your product since I have to pay to have it shipped to you when its only 4 days old when does the bleeding stop?

[mikel]

I would have been happy to flash it for free, but I can not offer to cover someone elses repair costs, no.

[zane310]

So would have paid for me a rental car, probably not, its companies like yours that break it off in the customer, you yourself said it was or could be a bad connection on your unit, and since you know that it is and it cost me 600 dollars to get it fixed screw me. You tell me how fair this is:(1) Your unit caused my truck to go down(2) you want me to send your product back to you to fix at my expense(3)The ECM could not be re flashed at all, even the engineer there for GM could not do so what makes you so great, plus if you could have not fixed it would you have covered the cost for another on ? probably not.(4) Now I have to send the Trinity to you at my cost so you can fix it, before I can send it back to the place I bought it from (which I have to pay to send back) plus a restocking fee. The reason I have to do all of this is because your company will not take one back that does not show last original tune. So Im out way more money for your and I say YOUR bad piece of equipment. Your full of BULLSHIT

SO EVERYONE OUT THERE PLEASE READ ALL OF THIS, I HOPE YOU NEVER HAVE A BAD TUNE BUT IF YOU DO AND THERE EQUIPMENT SCREWS YOUR TRUCK OR CAR UP (YOUR SCREWED).

The thing here is I'm not asking you to pay for it all just some help, and the thing about it is your company is pretty well known and if someone like me wants to return your product because it is bad you don't even care because Im just one little fish in a big ocean.

Also here is a deal I will go back to the dealership and ask for my ecm back, and I will send it to you, if you can't fix it you cover all my cost and if you can I will go away and still keep your Trinity .balls in your court and everyone is watching

[mikel]

Nobody said we do not care.

Let me reply please:

(1) Your unit caused my truck to go down(2) you want me to send your product back to you to fix at my expense

No, we offered to call tag the unit, and have it shipped here overnight, this would have cost you nothing.

(3)The ECM could not be re flashed at all, even the engineer there for GM could not do so what makes you so great, plus if you could have not fixed it would you have covered the cost for another on ? probably not.

We have NEVER, and will NEVER, pick up a PCM and send it back to the customer in non working condition. This has never happened, and never will. If it could not be reflashed, we would have repaired it, but I can assure you, we can always reflash them. What makes us so special you ask, well, PCMs is what we do, and all we do. Dealerships are full of quality mechanics, but not PCM experts and electrical engineers.

(4) Now I have to send the Trinity to you at my cost so you can fix it, before I can send it back to the place I bought it from (which I have to pay to send back) plus a restocking fee. The reason I have to do all of this is because your company will not take one back that does not show last original tune. So Im out way more money for your and I say YOUR bad piece of equipment. Your full of BULLSHIT

I thought I already explained this, but you do not need to have the tool unlocked to return it.

Please let the dealer know we will not have any problem taking it back if you wish to return it in the state it is in. We are NOT trying to make this difficult for you.

If you'd like to get the PCM, and send it here, please feel free.
Fill out the rma request and send it with the correct rma info and we will reflash it and get it back to you.

Thanks

[zane310]

OK Mikel
Let me Reply:
You did say later that I could send it in and you would fix it for free, but now and only now when people are reading this did you ever say anything about overnight, and you would have covered it all,you just said you would fix it, now you want to look good and say you would do all this stuff, I get it IM SCREWED, if you would read all these post so far, nothing says you would have taken care of everthing , all it says is you would have fix it. I can see we are done here nothing is going to happen I spent 600 dollars on your product, I spent 600 on a ECM, Total 1200 dollars, you win I loose, thats the way it happens in big business and the little consumer guy we get screwed every time. I can see your no different

Like I said to everyone watch what you do, because its never there fault, business always find a loop hole.

[mikel]

No sir, I was sitting right here when you first spoke to Mike M, and he offered to call tag the unit.
It is standard practice in this situation.
You chose NOT to take us up on that offer.

Again, to those reading this, please find another case of this happening here, ever. What the poster is describing is NOT how we handle these situations.

I see this anytime someone chooses to not let us help them, and after the dealer is unable to help, they want to take it out on us, when we offered to fix the entire problem in the first place....it is NOT a case of big business trying to take advantage of the little guy, at all.