Awesome customer service

[signals]

I wasn't sure where to put this, since it's a general compliment about DS service, so hopefully the Lounge is a good choice.

I'd just like to say thanks to DiabloSport, and Jon in particular. I purchased an inTune for my 300C through Amazon, which I received yesterday. I immediately updated the firmware on it and brought it out to my car to install a tune. Initially, I had some trouble getting it to see the ECU, which should have been a warning sign, but after disconnecting the battery it uploaded the Diablo Tune just fine.

At the time, I didn't realize the Diablo Tune was a 93 oct tune, and I only had 91 oct fuel in the car. I took it out for a test drive and it was detonating like crazy. So I brought it back and was going to re-flash it to something tamer. Unfortunately, it started complaining that it couldn't find the ECU again and disconnecting the battery didn't seem to help.

So, I called the support number at about 4:45 EDT and got Jon. He walked me through several ways to attempt to undo what I had done to my car, but nothing seemed to work. He eventually told me he would RMA the inTune tool to look it over in the shop. As I was giving him my personal information, I unwisely kept running through the steps we'd been trying to restore the car to stock, and it eventually took... Sort of...

After it started trying to flash the car back to stock, it failed at 2%. At this point the car had no ECU programming and wouldn't even turn the starter over when I turned the igniton key. Jon stayed on the phone with me and we attempted several more flashes to the car and eventually one took, so I'm back to stock programming and the car is no worse for the experience.

Now, I know this sounds like a complaint that my inTune didn't work for me, but it isn't. Every product from any company has the potential to be a dud; what matters is how the company responds to a customer's issue. Jon stayed on the phone with me for over an hour, and way past the end of the business day. He was very patient with me through the whole ordeal, and is still going to ship the inTune back to DS at their expense to verify that the tool wasn't DOA. When I had a partial flash on the car and it wouldn't start he even said that I could ship the ECU to DS and they'd flash a stock program back on it, so I wasn't stuck with a dead ECU either. (Fortunately, I don't have to do this since we finally got it to take a stock flash from the tool.)

So, the short of it is that I am very impressed with DS's customer service, and even though I've had a few issues with my inTune, I wouldn't hesitate to recommend a DS tuner to my friends. The company really does stand behind their product, and Jon really put a lot of effort into making sure I was in good shape before he ended the call.

Well done DiabloSport!

[mikel]

While I wish you hadn't run into an issue at all, its good to know we were able to help.

Thanks for the feedback.