TECH SUPPORT RUDE,UNPROFFESIONAL,AND NO HELP AT ALL

[glittle]

I purchased new intune for 2013 challenger, installed diablotune three separate times with no noticeable gains or changes in vehicle
even changes to throttle response up to 10%, saw absolutely zero changes to vehicle.
tried to get help from tech support and was told "it is just a matter of my perception " because in his 8 years of working with this company they have NEVER had an issue with a bad tuner or software, so therefore it HAS to be working
apparently in my 32 yrs of building,driving,and working on and tuning vehicles I must be too stupid or numb to realize the changes
My tech supporter refused for me to talk to anyone else,he made it difficult for me to get a word in to even finish my explanation of what was goin on, and hung up on me twice after telling me never to call again
his attitude towards this problem was very unprofessional and certainly unsympathetic to someone who was just looking for help with the $450 piece of shit he just wasted

[mikel]

Sir, from overhearing the conversation, it seems things got out of hand on both ends perhaps, Vas was trying to offer assistance but it seemed you were not happy to hear what he had to say, and when you can;t make someone happy, it rarely turns out well.

We've tested tons of new 5.7 and 6.4 cars and seen good gains on all of them.
Some manual applications are tough to notice the changes but on the autos it is almost always an immediate realization.
If you didnt notice better throttle response, try 20%, it wont hurt anything.

if in the end you are not happy with the tool, we offer a 30 day satisfaction guarantee and you can contact the retailer to return the device.

Thanks

[glittle]

From all the posts I've read,and from my "techs" own words, I've been lead to believe the changes are "night and day", especially with throttle response manipulation
The "tech" then contradicted his previous "night and day changes" statement to "the only way to really tell is with a dyno"
I've been in the automotive industry for 30 yrs, and correct me if I'm wrong sir but "night and day changes" are FELT in the real world, you don't need a dyno when it comes to a 20HP change, and 10% throttle boost is felt in the foot and on your ass in the seat, and doesn't require a dyno to see the difference
(My intune would not allow me to adjust boost above 15%, never mind 20)
For your "tech" to suggest your products are NEVER faulty,or wrong is laughable (if I didn't spend so much for it)
Perhaps reading all the blogs about problems with a lot of your tools could shed some light on possible technical issues before labeling the customers as idiots that know nothing about horsepower and how it's felt

P.s
He offered NO assistance, if you heard the conversation, he said there was nothing wrong with the product as there never is in his 8 year career, he said " it's a matter of perception"
So basically.............I'm crazy, and too stupid to see or feel a 20 horsepower gain and 10%change in throttle boost.

[ozarkjohn]

Maybe your tool is broken, if you send it in they will take care of it. Any time I have had an issue the guys always walked me through it...and every issue was due to my own mistake or failure to be patient and wait for downloads to complete. The Diablo tune with a few tweeks and a couple test runs and it is a totally different car. Take the start button out and use the key. I am a computer moron and I am very limited on mechanics, but the DS guys have always been a to Barny it down for me. 2013 R/T, CheerieBomb glass packs, CAI

[glittle]

Yes, that's what I thought, maybe a broken tool...maybe my updates were not loaded correctly....maybe I did something wrong....
but I was told there was nothing wrong with my tool, they have never produced a broken tool in the last 8 years,
he was arrogant rrude, wouldn't let me finish my sentences and unsympathetic to the problem
he refused to believe there could be any other issue with the tool or even in the way it was installed
Even in an answer on this blog for mike, I am told that in manual transmissions the changes are too small to feel any changes
why would anyone spend this amount of money for something that can't be noticed
and perhaps, if it has no noticeable effects on manual transmission vehicles they should inform their potential customers of that before they waste their money on something even too small and light to even be a good paperweight
I purchased this tuner from my local speed shop, I did not buy it on e bay, amazon, or used from some shady person on Craigsistt
Diablosport said that since I did not buy it from one of their select "participating dealers" they will not do anything for me

[Mike_Levy]

They have distributors just like any other company. You always have to buy at a distributor and at or above the minimum resale price to get warranty coverage. Nothing new there.

[Vas@Diablosport]

Honestly Sir, I went over every possible solution with you and had spoken with you on 2-3 different occasions offering suggestions on how to make the tune work better for you and your vehicle. The last time that you called in, you seemed to be in a bad mood and combative from the get go. Every time I offered a bit of information, you immediately shot it down to the point where I was on my heels, and after speaking with you for roughly 30 minutes, I told you that if you weren't satisfied with the results, which does sometimes, though rarely happen, you could contact the retailer for a return. You then told me that it wasn't purchased from an authorized dealer, and couldn't be returned.

When people call me for assistance, I give it with a smile. When people ask me questions, then shoot down my answers, I tend to get a bit defensive and ponder "Why ask the question if you aren't open to the response?"

When you suggested that I find a new career path, I ended the conversation, as any sane person would.

I have suggested adding more to the throttle response and logging the vehicle for preignition/bad gas.

If you would like to log the vehicle, and send us a copy of the log, we are willing to look it over, but as stated over the phone, the tool itself is functioning properly and doesn't need to come to us for service.

[glittle]

No Vas, you did NOT go over every option
your only response was (and apparently still is), is the unit is working properly
you did NOT answer my questions, you wouldn't even let me finish asking before you shit
all over me, telling me my perception of horsepower is faulty
I have my answers from
m these forums of the many others that have problems with your tool,
for you to suggest my tool is working as it supposed to without even looking at it or performing any other diagnostics is shameful
My speed shop is working with HIS supplier to return this and will never purchase another product from, nor recommend your company to anyone in the future
Not that it makes any difference to you anyway, judging from our ONE conversation (not 2-3), and the fact you hung up on me and told me "NEVER CALL AGAIN" when I called and tried to talk to someone else
ITS OBVIOUS you could care less of your customers or future sales

[Vas@Diablosport]

I'll clarify by saying that we covered every reasonable option.

The only options I did not entertain were having you send the actual tool to me for repair (there is nothing to physically repair here) or having us exchange it (which would also not solve the issue as you are using the same tunes as are preloaded to all of our devices and would not change the outcome). You suggested that maybe the updates weren't loaded to the tool correctly, or that maybe the tune didn't load to the vehicle correctly. Both of those options were discussed on the phone and we even checked the versions to make sure that a faulty download wasn't the case. Your tool was completely up to date and checked out, indicating that the tool was physically working properly and loading the tune correctly to the vehicle indicating that the vehicles reaction to the tune was the issue, not the tools ability to deliver the tune.

It is easy, having done this for a long time now, to draw conclusions like these very quickly because this is what we do, all day every day. I can see how my quick dismissal of your suggestions may have come across as pompous, or that I wasn't truly considering them, but that was simply not my intention.

We could have gotten into you logging the vehicle to maybe revise it for you, but then the insults became personal, so I ended the call.

I do kinda wish the phone call went a different direction because making cars faster genuinely makes me happy, which is why I do this.

I am still willing to look the tune over for you if you are willing to send me a log, but if your intention is to bash, this thread will be deleted.

[hebe_jebe]

Hmmmmmm when i bought my InTune from an authorized dealer and complained that none of the tunes make my car feel any different, i was kind of told the same things. I was told that i must be using low quality fuel or my expectations were too high. There were no other explanations offered to me either. Im really not trying to troll or stir the pot here but this seems like a story Ive heard myself. My tuner wouldnt even recird logs properly. Then i had the tool 'crash' and leave me without a running vehicle for 3 days. Unfortunately my dealer was hospitalized a week after i bought the tuner and was out of commision for a few months. He refused a refund until i filed a claim with PayPal. After that he agreed to refund me once i sent the tuner back. I declined and offered to try working with him on a custom tune (which i paid extra for whem i purchased the intune). I also felt bad for the guy being laid up i the hospital for a few months and figured he didnt need the extra head ache of me bothering him for a refund and all. I figured at the very worst, i could sell it off to someone and let them have the custom tune as well. After the logger not working and the tool crashing and leaving me without a car for 3 days, I figured id cut my losses. The tuner has been in my glove box ever since tech support fixed the tuner and my car.

Im also going ro agree with the OP on the marketing aspect. I bought this tuner to hopefully help compensate for the towing power my 2007 Suburban had over my 2011 Suburban. When you read the customer 'reviews', you think this tuner will turn a go-cart into a corvette. That obviously isnt the case. Im not a gear head but i have enough common sense to recognize any changes to my vehicle. None of the 3 canned tunes made a single difference. The only noticeable change was tranny shift pressure. And just because it jerks a little more when shifting, doesnt mean you've gained any power. I think that's done to make you think your car is stronger after the tune. I monitor my MPG after every fill up. Nothing there has changed, for better or worse. After my tuner was fixed, i did sneak in the firm tranny tune. It lasted for a few months. Now i no longer have a firm shift like i did a few months ago. Not sure what happened there either.

I cant speak for the OP and his first hand experience with calling in and all but i will agree that the marketing on this tuner is very misleading. If it isnt misleading, id like to see some first hand proof how this tuner will improve your vehicle performance.

[Mike_Levy]

I cant speak for the OP and his first hand experience with calling in and all but i will agree that the marketing on this tuner is very misleading. If it isnt misleading, id like to see some first hand proof how this tuner will improve your vehicle performance.

I have a dyno sheet someplace of a solid 20hp, 20ft/lb gain. Also track slips with .3 gains with no other mods. The gains are there if you use high end fuel and tune the vehicle right. If you're looking for a plug and play toy on cheap gas, then you'll be disappointed. These are not toys. Each vehicle is a little different and its up to the end user to tweak the tune to make up for that. Same thing with the gas. If you use cheap gas or something with tons of cleaners, you're going to have knock and the performance will suffer.

[hebe_jebe]

I cant speak for the OP and his first hand experience with calling in and all but i will agree that the marketing on this tuner is very misleading. If it isnt misleading, id like to see some first hand proof how this tuner will improve your vehicle performance.

I have a dyno sheet someplace of a solid 20hp, 20ft/lb gain. Also track slips with .3 gains with no other mods. The gains are there if you use high end fuel and tune the vehicle right. If you're looking for a plug and play toy on cheap gas, then you'll be disappointed. These are not toys. Each vehicle is a little different and its up to the end user to tweak the tune to make up for that. Same thing with the gas. If you use cheap gas or something with tons of cleaners, you're going to have knock and the performance will suffer.

Ok... I've tried every fuel from the no-name shacks up to the ExxonMobils of the world. I even went as far as to find ethanol free gas. Nothing made a difference. I tried all 3 tunes with the recommended octanes to no avail. As I stated before, the only difference I noticed was the shift firmness, because we changed the setting. Other than that, no noticeable changes, good or bad. The website doesnt say anything about cheap gas. It says you must use the required octanes. Ive done that along with trying different gas stations from Virginia to Pennsylvania. No changes. The website also leads you to believe that you flash a tune, filler 'er up with 93 octane and hold on for dear life. I do believe it says all vehicles respond individually. Some addition tweaks can be made or custom tunes can be made as well, that will fine tune your ride. Awesome. ..... seeing that makes me think that for $400 Im gonna see some fairly decent improvement. I dont expect to have my vehicle doing wheel stands at 90 mph or expect to tow a mobile home up and down Mt Everest at 80 mph. Knowing that, I went ahead and paid a little extra to get the custom tune add-on. The website doesnt say anything about 'cheap' gas. It says 93 octane. As far as Im concerned, the cheap gas statement is a cop-out excuse. From the most expensive, on down to the cheapest, I never heard any knocking and never noticed a difference.

Its great that you have paper showing your gains but it doesnt do a damn bit of good for me and my truck. I can flash all 3 tunes and you'd never see or notice a difference. Its a joke. Its a flashy little toy that lets you tinker until it crashes and leaves you stranded in your driveway for a couple days.

Seeing is believing and so far the only thing Ive seen is my money go out the window, and my truck out if commision for a few days. Im scared to even attempt another tune in fear that my ride wont start again. So it looks like Diablo got paid for a tool that isnt what its advertised to be, and Lew got a little green for a tune he'll probably never end up having to do.


On the flip side, when my truck went down, the tech support folks were friendly and followed through to get me up and running again. That is the ONE thing I cant complain about.

[mikel]

we offer a 30 day satisfaction guarantee on the tool, we are not in the business of taking your money and leaving you with something you do not like, please feel free to contact the retailer if its not working out for you.

Thanks

[06MonteSS]

it was puchased almost a year ago now (June 2014), and an RMA was originally provided back in August 2014, but the tool was never returned anyway.. so that's no longer an option... But I can certainly send a $100 payment back for the custom tune portion if you finally decided you're not going to utilize it... just email me your paypal email account Mike (hebe_jebe).

[mikel]

Thanks Lew.