790$ mistake part II (costs still accruing)

[habberk]

So I send my bricked PCM to Diablo (RMA# 5605) and back to get reflashed as the dealership couldn't do it. I send it out overnight next day guaranteed delivery by 10:30 a.m. and also send along the return slip to get it back to me guaranteed by 12 the next day. Based on the conversation I had with Mike, it sounded like I could send in the PCM and they would flash it and send it right back the same day. I was thinking 3 days tops without my truck and expected to have it back by Tuesday July 3rd.

I called twice to the RMA department on Tuesday the first time 2:30 p.m. ET Brian said they were having some trouble with it and it wasn't out yet. The second time I called 6:30 p.m. ET I got the Vmail and left a message inquiring. The 4th came and went. I called 5 times Thursday and got no response. . Brian was out sick that day and no one else works in the RMA department. I called sales and finally tech support who told me he wasn't in. CK in tech support suggest I email a few folks. I emailed CK, Abby, Mike, and Brian none of which responded. I called Friday and Brian told me that it was fixed, they had to open the PCM to fix it, but that it was good to go and would be shipped back that day.

I called back to give them a different shipping label for a Saturday delivery which I faxed to (561) 750-9969 and Brian said he would swap the labels and get it out by 4:30 p.m. ET. The package shipped with the original slip so the PCM didn't arrive until Monday. I called DHL on Saturday to see if could go get it but they weren't open.

I pick up my PCM from the shipper and head to the dealership. Install the PCM, connect the battery and try to start my truck. EXACT SAME PROBLEM AS BEFORE I SHIPPED IT. Truck will not fire, ignition is dead, etc. Just for kicks I connect the Predator to see what happens. When I choose TuneIt, it immediately tries to put a tune in even though I never selected which tune to use. Finally it times out and asks me if my Ignition is on (yes, it was). EXACT SAME PROBLEM AS BEFORE I SHIPPED IT. I'm pretty sure that nothing was done while it was in Boca but maybe I'm wrong.

Here's what this has cost me so far:

115$ shipping
10 days of walking and bumming rides
400$ for the Predator

Here's what is going to cost me:

790$ to get a new PCM and have it reflashed from the dealership

I might be sensitive to this because I work for Consumer Reports but this all seems so wrong.

What will Diablo do to right this? I left brian a vmail @ 5 p.m. today, I'll update this with the response I get.

Keith

[cole]

So I send my bricked PCM to Diablo (RMA# 5605) and back to get reflashed as the dealership couldn't do it. I send it out overnight next day guaranteed delivery by 10:30 a.m. and also send along the return slip to get it back to me guaranteed by 12 the next day. Based on the conversation I had with Mike, it sounded like I could send in the PCM and they would flash it and send it right back the same day. I was thinking 3 days tops without my truck and expected to have it back by Tuesday July 3rd.

I called twice to the RMA department on Tuesday the first time 2:30 p.m. ET Brian said they were having some trouble with it and it wasn't out yet. The second time I called 6:30 p.m. ET I got the Vmail and left a message inquiring. The 4th came and went. I called 5 times Thursday and got no response. . Brian was out sick that day and no one else works in the RMA department. I called sales and finally tech support who told me he wasn't in. CK in tech support suggest I email a few folks. I emailed CK, Abby, Mike, and Brian none of which responded. I called Friday and Brian told me that it was fixed, they had to open the PCM to fix it, but that it was good to go and would be shipped back that day.

I called back to give them a different shipping label for a Saturday delivery which I faxed to (561) 750-9969 and Brian said he would swap the labels and get it out by 4:30 p.m. ET. The package shipped with the original slip so the PCM didn't arrive until Monday. I called DHL on Saturday to see if could go get it but they weren't open.

I pick up my PCM from the shipper and head to the dealership. Install the PCM, connect the battery and try to start my truck. EXACT SAME PROBLEM AS BEFORE I SHIPPED IT. Truck will not fire, ignition is dead, etc. Just for kicks I connect the Predator to see what happens. When I choose TuneIt, it immediately tries to put a tune in even though I never selected which tune to use. Finally it times out and asks me if my Ignition is on (yes, it was). EXACT SAME PROBLEM AS BEFORE I SHIPPED IT. I'm pretty sure that nothing was done while it was in Boca but maybe I'm wrong.

Here's what this has cost me so far:

115$ shipping
10 days of walking and bumming rides
400$ for the Predator

Here's what is going to cost me:

790$ to get a new PCM and have it reflashed from the dealership

I might be sensitive to this because I work for Consumer Reports but this all seems so wrong.

What will Diablo do to right this? I left brian a vmail @ 5 p.m. today, I'll update this with the response I get.

Keith

Management will be looking into this issue. We are very sorry for the delay on the turn around on your PCM for your truck.

[habberk]

Thank you Cole. I really need this resolved today. If I don't get a call/response by 12 today then I'm going to call the dealership and get it fixed through them. I just can't go any longer on foot.

Thanks,
Keith

[habberk]

I've scheduled the dealership to fix the problem. Its 1:45 and i've gotten no response from anyone.

Keith

[cole]

I've scheduled the dealership to fix the problem. Its 1:45 and i've gotten no response from anyone.

Keith

Management is still investigating this. Sorry for the delay. Unfortunately i do not have your contact information but i would call 877.396.6614 and ask to speak to Management and they will help you out. Mike Johnston is who you need to speak to.

[habberk]

Brian,
UPS still hasn't shown up. If its going to get back to you by tomorrow a.m. they'll need to pick it up soon. What time do you expect them to pick up the PCM? I'm giving this pretty much until COB on Friday to be fixed.

Thanks,
Keith

[mikel]

Keith, Brinl said the call tag went out but UPS says pick up time would be between 8:00AM and 8:00PM.

Thanks

[habberk]

Yep, they got it and it should be @ your place tomorrow. I trust I'll have this back on Friday a.m. right?

[mikel]

I will follow through with Brian tomorrow to be sure it is shipped back ASAP.

Thanks

[habberk]

Hey guys, could you let me know when this ships and if all is well. I'll also want to track it to make sure its here early tomorrow.

[habberk]

I left Brian three voice mails today as well as the posts here just looking for an update. I don't suppose I'll get one though.

[90vetteman]

This is an easy one. When you remove the PCM it thinks that the vehicle is stolen and shuts down. This is noted if the dash light shows a "lock" symbol. There is a reset procedure to follow and it's fairly simple but takes about 45 minutes to do:

.1) Turn key to "on" position and try to start vehicle
.2) Return key to "on" position but do NOT turn back to the "accessory" postion.
.3) Leave in the "on" position for a minimum of 11 minutes...(It is ok to go beyond 11 minutes but not less)
.4) After a minimum of 11 minutes has passed, turn key to the "off" position
.5) Leave in off position for a minimum of 30 seconds. Again it is ok to go beyond the 30 seconds but no less.
.6) Try to start vehicle again. If no start repeat steps 1 through 5 again.

You will have to repeat this a minimum of three times. On the fourth try, it should start.

Hope this helps.

Ted

[habberk]

Thanks Ted, it didn't work because of a mix-up @ diablo. They sent back my PCM thinking it had been worked on but it hadn't so when I tried I got the same response as before I shipped it down.

My newly reflashed module showed up this a.m. so I'll try today to get it running and have you steps handy. Thanks for the input. I'll keep everyone posted.

Keith

[mikel]

Best of luck with it Keith.
Let us know if you need anything else.

Thanks

[habberk]

One more Q. If I disconnected the battery before I took out the PCM will I still have to to go through the sequencing that Ted describes?