SRT8 Problems - Solved with World Class Customer Service

[MADCSRT8]

U7135 with an 8r17 version, on a 2006 Chrysler 300CSRT8

After the initial failure of a custom tune load, my car refused to start. It was Dead, Deceased, Cranky & Ticked Off at me!

I decided to approach this as an opportunity to learn, being the optimist that I am. I learned a lot more about the Predator than I ever planned on learning! And I was prepared to take full ownership of the issue despite some advice I got, and followed, from others.

It all started with a custom tune and an older version of the Predator tool. On advice, I blipped by the warning on the DS Downloader and went forward with loading the custom tune and the base tune on to the tool without updating it. I should have been suspicious when it asked for both of them twice, but went forward anyway.

Lesson Learned: Do NOT try to load a custom tune on your Predator until you have the latest version loaded on the tool. If you get the message warning you that you have an outdated version, stop and update the Predator.

Lesson Learned: If the DS Downloader asks you for your base tune and your custom tune more than once, do NOT load them twice. Stop what you are doing and call DiabloSport Technical Help.


Mike and Vas at DS tag teamed this for over 2 hours with me on the phone. We ran into a lot of roadblocks but eventually worked our way through them. They were great and stuck with it. Their customer service is world class. Mike had some fixes up his sleeve that helped a lot. He really knows the tool.

We tried several different things from the tool as it was configured but got nowhere at all. They sent me a temp file (8T18D) which, after I put it on the tool, allowed me to set it up, then in consultation with Vas, we worked through the tool registry and using passwords, to force a stock tune back on the car. Vas and Mike were on the phone with me through all the steps. Initially, after we tried downloading the stock tune to the car, the tool displayed the message that it was unable to restore the stock tune. At that point they suggested I reflash the PCM at the dealer, update the tool and go from there. But, on a whim and a hunch, I turned the car over. It started! Mike said he’s heard of that once before. I’m so special…LOL

I think I’ll leave it sit for now. It’s a real dog without the 91 CAI tune on it and the stock one is all I have, and can load, on it now because when we went back to the website and downloaded the most current version (9r04) and put that on the tool it failed to boot up.

I will be getting a RMA from them shortly and will send them the tool to be reflashed. Apparently the boot record, even though the computer interface said the download was complete, didn’t get fully loaded. There’s nothing else that can be done until the tool is fixed.

I hope they don’t charge me an arm and a leg for that but if they do, I’ll understand. They didn’t cause the problem so they are due something to fix the tool.

The tuner was very cool about the whole thing and we've struck a deal on the cost of the tune as he feels partially responsible for some of the failure. His willingness to work that out with me, coupled with his customer service (he kept emailing me throughout the day, offering his help and wanting to know how it was going).

So thanks to Mike and Vas for their patience, their willingness to help and for the great service I got today. Thank You!

[johnc]

Thanks for posting this. The guys in support have the toughest job in the company, hands down. It drives me nuts when people come on this board and slam them repeatedly for stuff that is mostly out of their control.

[mikel]

Thanks for posting this. The guys in support have the toughest job in the company, hands down. It drives me nuts when people come on this board and slam them repeatedly for stuff that is mostly out of their control.

You make me feel all warm and fuzzy inside!

[06MonteSS]

woah, hey now... let's keep the private lives, private...

[MADCSRT8]

Thanks for posting this. The guys in support have the toughest job in the company, hands down. It drives me nuts when people come on this board and slam them repeatedly for stuff that is mostly out of their control.

My pleasure. There's no way I'd slam them on the board if they weren't able to help me. I know, you're thinking, "Sure he can say that now, his car runs again! But it's true...I caused the problem and they took the time to help. Not a lot of companys will do that anymore. They follow a script and when the reach the end of the page, it's over.

Not so with Vas and Mike. If Vas got stumped, he turned to Mike. Mike had some suggestions each time and Vas followed through.

I think I know why we got that last message. The computer interface said the 9c04 download was complete but I didn't think to look at the tool screen to make sure the buffering was done and the tool displayed the same thing. I wish Vas would have asked me to make sure of that before I powered down the tool!

Oh well. Hopefully the RMA folks get back to me with the RMA information so I can ship it off, get it fixed and back on the car.

Again, DiabloSport provided super service and I truly do appreciate it!

[Vas@Diablosport]

Thanks Bob, it's good to hear that we could help. And when you get your predator back, if you have any problems whatsoever, please feel free to give us a call back anytime!!! within working hours of coarse...lol

[Vas@Diablosport]

Thanks for posting this. The guys in support have the toughest job in the company, hands down. It drives me nuts when people come on this board and slam them repeatedly for stuff that is mostly out of their control.

You make me feel all warm and fuzzy inside!

woah, hey now... let's keep the private lives, private...

lmao

[LostAngel]

I want to feel warm and fuzzy...someone make me warm and fuzzy