Power Hungry
Member
You're talking about last summer, and yes we had NUMEROUS issues with the ability to respond to customer's issues. We had just moved into a new shop, we lost 2 employees, and few other issues that had monopolized way to much of my time. Jay was doing the best that he could to keep things moving until everything stabilized.
Since January, we've been able to bring on another support tech who has been absolutely fantastic in handling customer concerns. Yes, phones get a little busy, especially in the morning, but overall customer service has dramatically improved since the first of the year and customers are much happier. Response time on issues is reduced and wait times on products and tunes is also dramatically reduced.
I have no problem discussing anything with anyone... On the phone or in person. What people don't seem to understand or appreciate is that when I spend time in a conversation with someone, I give them my full attention and listen to what they have to say and answer their questions, no matter how insignificant or mundane questions may seem. Unfortunately, this can monopolize large amounts of my time. I've had hour-long pone calls that realistically should have only taken 5-10 minutes. But, that's how it goes sometimes.
As for the comments about "getting on Jay's good side" in order to get assistance? That's silly. Jay, Shawn, or even I for that matter, do not play favorites between customers. We take calls as they come and answer messages in the order they are received. The only exception to that would be in dealing with disabled vehicles or damaged products. Those customers get top priority. For things that only I can handle (tuning, software issues, and the like), I do the best that I can to respond to everyone's needs in a timely fashion. However, the fact is that there are only so many hours in the day and it's not unusual to get tied up on a support issue for an hour or more, especially in cases of software problems. Yes, phones are busy (especially in the morning) and it may take some time to get through. But as of January 3, we're here Mon-Fri 9 to 5 (and often later) so there's no reason that someone can't reach us by phone at some point during the day.
In most cases, e-mail is still the easiest way to reach someone. Jay and Shawn both handle customer support e-mails and will usually provide a response in less than an hour.
I hope that clears that up.
Again, you're talking about an order placed in June, right in the middle of a state of mass confusion. Things have changed considerably since then.
As to the other concerns....
You ordered the emulator adapter for the Romulator on 01/31. I sent you an e-mail on 02/03 to inform you that I was waiting on the 30 pin connector for the J3 (Diagnostics) port for the ECM and it would be 2-3 weeks before they arrived (which incidentally, they are supposed to be here Tuesday according to the tracking information).
I also received your e-mail on 02/09 regarding the lack of certain definitions for Minotaur. I responded that morning informing you as to the reasoning for the reduced number of definitions and why we focus on specific calibration sets within certain groups. As I indicated, live tuning is the only place where the different calibrations/definitions would actually come into play and we would be able to provide the ones you'd requested. I've not heard anything back from you since then.
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I understand everyone's issue about how bad PHP's customer service has been, and I'm quite sure we've lost a number of customers over it. That can't be helped at this point, but we've been doing everything we can to resolves those issues. We have a good staff in place right now and are looking to bring on more help by early summer. We're also completely restructuring the website to make interaction and ordering a much less confusing process for everyone. Of course, all this takes time, but we're getting there.
Anyway, I hope y'all have a great weekend.
