It’s story time kiddies…
Okay, so the problem with the O2 sensor heater circuit was due to a malfunction in the ECU. What I decided to do next was stupid. I thought I would take it to AES(http://www.aesmodules.com/
) to have them repair it. I wish I had taken the money to Vegas instead. At least there I could have gotten a couple of drinks out of the deal.
First thing was that they have their salesmen call themselves “Doctor.” While strange, I thought nothing of it. They are “partsologists.” Again, weird, but whatever. Doctor JL tells me that listening to the symptoms, it sounds like my computer should be repairable. It would take roughly 2 to 3 days to repair and if I sent it on Thursday I should have it back by Friday of the next week. Perfect I thought. Gives me enough time to take it to emissions, and register it so I can take it to the lake.
“Doctor” JL was apparently a little off… Not there on Friday. So I figured maybe it would arrive either Saturday or even Monday, as I likely missed the cut off for shipping when I dropped it off. Monday I call and try to get a hold of “Doctor” JL to get my tracking number... Voicemail. Leave a message and wait for him to call me back… Hour passes, “Doctor” JL calls me back. Apparently my processor is fried and I would have to get a remanufactured unit from them. For an additional $180.
Now I’m a computer guy. I happen to be able to troubleshoot electronics down to the component level. I was just being lazy. Plus, I really wanted it done right. But when you tell me my processor is fried, even though the engine runs fine, and the system can even tell me that my O2 sensor heater circuit is not working, I’m going to be a bit skeptical. So I ask to talk to the tech who came to that determination. “Doctor” JL says he will have to call the tech and get back to me.
Hours pass… I finally get mad enough that I decide to call again. Voicemail. I learned that these guys apparently love their voicemail system. I call back and the receptionist puts me through to another person’s voicemail when I tell her I just got “Doctor” JL’s voicemail. I call back and demand to talk to someone NOT VOICEMAIL. She puts me on hold and apparently is able to get a hold of “Doctor” JL. She comes back on and tells me that he hasn’t heard anything from the technician.
Hours later: I call back again. This time I’m pretty effin mad. I’m tired of the run around. I wanna know the exact test the technician performed on my computer and how he came to the determination that the processor itself was bad. Well I would have asked for all that to a live person, but… voicemail… Wait… call back until I get to a live person again… Read the riot act.
Now, people who know me generally think I’m permanently high. I don’t smoke weed at all, but I always have a rather calm demeanor. I don’t get upset easily. Yet at this point I’m on the verge of boarding a plane to Jacksonville and taking a cab to their office with a load of .30-06 and seeing how many I can put holes through before the cops get there.
These guys are throwing around the term “upsell” which to me is salesman speak for “let me see if I can get you to spend more money than you need to.” They go through trying to tell me that the processor has a single section on it specifically for running the O2 sensor heater circuit. My BS meter is pegging. But I figure fine…
“Doctor” JL calls me back(funny I left him a message way earlier). Still trying to sell me that overpriced computer. I decide to see what all it entails… “WAIT… So after I get this computer, I STILL have to get it reprogrammed? So, I spend around 380 for a computer and I have to spend an additional 120 to get it programmed when your web site was talking about a fully plug and play computer”
“Well sir, any computer you get you will have to get programmed for your specific vehicle, with your VIN and Mileage.”
“THAT WAS WHAT YOU GUYS TOLD ME YOU COULD DO!!! What changed? You know what, forget it. You guys were cheap enough when it was just getting it repaired. Now you are the most expensive option. Just send me back my computer and refund me my money.”
“Doctor” JL agrees and says that my money will be refunded within 48 hours(much like “Doctor” JL’s last prediction, this one is a bit off), and they will send my computer back to me. Fine…
3 days later, and no computer nor refund…. I call back. This time even more livid. “Doctor” JL isn’t even in. So they send me to the guy that is supposedly handling his calls… well his voicemail. Because why would you want to send an angry customer to someone who might calm them down. Instead send them to voicemail to get even more angry. That way they can stew about how bad you are for a couple hours… THEN that customer can call back twice as angry that you are ignoring them.
I get a hold of another sales monkey. Who says that he can go track down my computer… The one that was supposed to have shipped THREE FRIGGIN DAYS AGO! Oh… it’s on the shelf to be shipped out today. I tell him that I was told it would have shipped MONDAY not THURSDAY. And WHERE THE HECK IS MY REFUND!? He also tries to talk me out of saving over $200 by going elsewhere with my business. Sorry, but you guys have not inspired enough trust that I would be willing to spend extra for your service.
He of course had no way of checking on my refund. He would send me to another voicemail where I would be able to pop a vein at the recorder.
Hours later, I get a call from what I can only assume was a manager. This guy promptly reads the notes that I was already aware of, only to tell me that my refund is being processed as of(Thursday) 10/25. The same day I was calling to find out what happened to my flippin refund.
As of now, I still have no refund. I did get my computer back(which is good since it needs to go to the place I bought the reman from). I ended up going to Dodge Auto Computers (http://dodgeautocomputers.com/
) and had a good experience with them. Though apparently they are affiliated with ACE(http://autocomputerexchange.net/
Strangely enough, dealing with the company that had an “F” with the BBB was better than dealing with the company with an “A” rating. Granted the one with the A rating had 292 complaints in 3 years. They just responded to the complaints.