POLL: OVTune Reviews (3rd gen)

Sorry but we actually attend to our customers as fast as we can, every single day. Including weekends.
You are blaming us because you haven't used the product because "IT" decided you need to completely reimage your computer?
Our product is not even 799.

Our website has ALWAYS stated the timeline on receiving registration, files, communication, etc.
Even during the time we are setting up our new shop, on vacation, etc. We still attend to our customers as fast and timely as we can.

I actually still help people with bricked ECUs. I did one for a tacoma (3rd gen) who had some issue with flashing not even long ago. I did it for free. All you have to do is ask. But I'm not going to advertise it on the forum for free anymore, due to the trolls.



What is your ticket number?


Sometimes my reaction can be strong based on what people say or info they post that is totally inaccurate or just to BS with us.

You didn't even spend $799 on our product because it doesn't cost $799. This is an example.

 

Looking into this tune, possibility of a Black Friday sale, most likely will pull the trigger if that’s the case, thanks.

 

Sounds like you may have created most of your problem by not staying up to date with your ability to tune your truck when the situation would have dictated it. Now you want Mat to move at lightening speed to solve your problem. Not fair! But that is just an my opinion when he told everybody the last month would be extremely busy and for everybody to be aware.

 

Funny to hear about people who seem to blame everyone else for there own lack of understanding. If you’ve been reading about this tune for so long ( to spend $799 lol ) then you had to have read the same instructions that everyone else did..... just sayin! On the positive side , when/ if you load the tune, you’ll be a happy customer. There’s nothing else that compares to this upgrade.... good luck!

 

So just got regeared to 5.29 running a new suspension and 295/70/17 tire and wheel, and now looking at getting the speedo calibration at the same time as improving performance of the truck with a tune. Would I need a separate purchase of a Hypertech unit for that, or will OV Tune give me control over setting up the parameters of gearing and tire size to get the speedo correct? not finding it on the OV Tune site and scanned the forums (albeit lightly).

 

Made my truck acceptable. Still a few funny spots but better performance and slightly better mileage. I actually think I have somewhat of a bum 2016 as my pal has a 2016 with way better mileage and is happier. Thinking of selling mine for a 2020 - or a Chevy diesel??? ;-)

 

I see.

No. I am not blaming the IT department. They can reimage my laptop because it's their property.

Once I sent out the initial request for a serial number, I also scheduled a dyno test more week ahead of time, and I scheduled time off (Weekday). I didn't realize you would actually take more than a week's time to respond to the request. I had to cancel the dyno test, and I ended up just working. Mind you, I all already work 80-100 hours a week, and I am on out-of-town travel most of the time. I don't get weekdays free very often. You can say my busy work schedule is my own fault, but I think my blind trust into your stated response time was the actual mistake on my part.



On 10/27/2019, I sent an email about the license attachment not working. It's been more than 10 days since then, and I received no response. In the meantime, you had time to make a response to my message on this website, and I am sure you have made plenty of other messages on this website. However, you didn't have time to respond to my email.


You know what..you already have my money, and I am guessing you don't do refunds. I am just going to consider the $699 (or whatever the price was) a loss on my end going forward. I not re-sending my email, and I am not putting anymore of my limited time into this. I certainly don't want to read any more of your unprofessional and emotional responses. Unless, I see a response to my email from 10/27/2019, I consider this transaction to be complete. You sent me a brick. I sent you $699 dollars. We're done.

 

I responded here and asked for your ticket number so I can look into it.
If you sent a NEW TICKET (new email) then I may have not seen it and we always ask people only to reply to their initial ticket, which is why I wanted to check.
If your response was on 10/27 then it is possible I have not seen it or updated yet due to our down time.

Also registering and licensing our software on a company computer is just really a bad idea in general, and I bet all of this would have been avoided if you used your personal computer.

If you read our website it clearly states that we are moving / building our new shop right now and things are delayed and closed (like shipping, etc).

And no sorry we do not do refunds 4+ months later after we have already sent you the software license. if you need a NEW software license we have no problem giving you or anyone else one but in order to do that I need to know who you are / ticket number or some sort of identifiable piece of information to look into it... and we do NOT recommend registering to a computer you don't own. (company computer, friends, etc)

and we posted here, facebook, on our website, that October to Nov 15th we are closed, things will not be shipping, etc. Your schedule aligning with the time we are very limited is our fault? I don't think so. I posted it more than a month early, back in August, and again in September to get the word out to everyone way ahead of time.

 

Like I said. Our transaction is over. I got sent a piece of plastic, and I sent you $699 dollars.

I still haven't received a response to my email, and now I am told that I have to monitor Facebook (I don't have a facebook account), or I have to read through the 1000 messages of non-sense in the OVtune thread just so I can understand why you can't response to my email in a timely matter if at all.


Maybe I'll check my email in 2 months. If haven't received a response by then, I am just throwing the entire box that I was sent in trash were it belongs

 

I have no idea who you are so I have not a clue on how to check your email, where it was sent how it was sent, etc.

It seems you're more destined on just making noise rather than getting this solved.

And correction, because now what you're posting is untrue, by your own account. We sent you everything, not just a piece of plastic.. And YOU decided to install it on a computer you don't even own.
We sent you our tuning kit
We sent you a registration key for a laptop that you do not own.
The owner / company that owns that laptop wiped it.
During this time you "never installed the tune"
Now you need a new key
We sent you a new key and you cannot access it, for some reason.
So we ask "who are you so we can look it up"
And you refuse to give us any piece of identifying material.

It's posted on Facebook, here, on our website, everywhere.

So, the actual reason you cannot or have not been able to use our product as of yet is because you installed our software on a company computer you don't own, and you refuse to give us any details to help you.

So we will leave it at that. I have 5000+ tickets in my zendesk (open, pending, closed, unassigned). Should I go dig through all of our closed tickets for some mystery customer or are you going to give us some sort of info so we can figure out why you can't download your new key?
Or do you want to continue playing this forum back and forth game?

You installed our software on a company computer. We sent you your registration. 3+ months later? You never installed the tune. The company wiped THEIR computer, and it's OVTUNEs fault because we haven't responded back to you yet because we don't know who you are and cannot locate your ticket?

And you wonder why we change our stance with customers?

Have you ever considered that we did not get your message and simply resending it or telling us who you are would fix this entire thing!

 

I made "noise"..okay

1) I scheduled free time to install the tune three months ago, and you couldn't meet stated response time. So I didn't install the tune. I understood that you are busy, so I didn't complain then and I was patient. I thought about doing it again sometime inbetween but my computer was wiped, so I put off again.

2) After 3 months, I have some free time again, so I decided to get the registration file, and was I prompted with a google sign-in, which I couldn't find referred to in any of your instructions. Two weeks ago, I sent an email asking for help.





3) Here is your auto-reply stating a 3-5 business day response, which as not been adhered to, so I leave a review here.

Now I am being told that everything that has occurred is my fault. Including my reliance on the stated response time in the auto-reply, and expecting there to be a registry file in the email attachment rather than google portal sign-in.

It already took about 5 hours of my time to earn the money to pay for this. How many more hours of my time is needed for this product? I don't have any more time to spend.

 

Thank you... finally we get a ticket number.


So... you replied on october 27th to a ticket that was 2+ months old.
The ticket was automatically closed as the registry key was sent and it had not been replied to in more than 30 days. And the ticket was closed because YOU said you need to install it on a new computer and we gave you instructions on what to do, so the previous key is of no use from that point.
Top of our website says processing time and that we are moving.


You sent us the registration August 29th.
We sent you the key September 3rd.

August 30, business day 1
September 2nd, business day 2
September 3rd, Business day 3.

Lets add August 29th(the day you sent) and saturday (where we only work 2 hours), that's 5 business days. Still within our outlined email.

That is 3, or 5. I think that fits "3-5" Business days. Right within our automated response email "3-5 business days."


The fact that you did not / could not use the key that WOULDN'T even work because you needed to install on a new computer and tried to download it AFTER WE TOLD YOU IT WOULD NOT WORK DOES NOT MEAN that we didn't adhere to our schedule. This is ridiculous.


As a matter of fact looking at your ticket, NONE of this is our fault.
1. You got your original key 3 business days after sending your ID.
2. You said you needed to install it on a new computer. (sept 11th)
3. You have NOT send us a new ID for your computer to make you a new file, which we said you had to do (and replied to that the next morning)

HERE IS OUR REPLY TO YOU THE NEXT DAY

Mathew Wilson (OVTune)

Sep 12, 09:15 EDT

Hello,

No, you can't use the same file on different computer. Please follow the instruction from the beginning and send us the system ID from new computer. We will send you the new registry file.

Thank you.







you still have not even done this. You are trying to use the OLD key which we told you won't work.


I'm not replying to this again.
Follow the instructions given to you and stop blaming us for your own issues.

 

I was seriously considering buying this tune till I read the above response. Sure the guy was a little crass and obviously upset but to then call him out WITH REALLY BIG TEXT just is not good customer service. Many people are not computer literate and can be frustrated by their own ineptitude. Really great customer service would say something like, give me your phone number and I will call and talk you thorough the process when you are ready. It would not be "NONE of this is our fault."

I did not know we were assigning blame here or covering our own asses rather than making sure the customer was satisfied, no matter if he is a computer genius or not so much.

If you want to be in business for the long term and sell to the maximum potential buyer, "NONE of this is our fault." responses are a way to guarantee that you don't succeed in that objective.

Humans tend to fall into a bell curve. In just about all aspects of life. Including their willingness to deal with a recalcitrant supplier or a bitchy customer. What moves you over to the right end of the curve, where the good guys live is your ability to deal with that type of customer.

Consider me, and probably many who read this, a lost customer. At least for now.

I will observe how you make this customer happy and then decide if I really want your software managing my expensive truck.

Having bought and used multiple tunes by several suppliers, as a word of caution, that one quote is now making its way into every nook and cranny of the interweb and along with it goes your reputation. Just saying.

Thanks

 

Please take the time to read all of my replies. I asked several times for any piece of info on who he is so we can help.

He is blaming us, and reviewing our product based on things that just aren't true and aren't because of us.

Excuse me for finding it a little ridiculous that this person wants to give us a bad review based on actions that have nothing to do with us.

1. He sent us his info
2. We sent him his key
3. The computer he doesn't own gets wiped, and the key becomes invalid
4. We tell him he cannot use this key and he needs to send us the new system ID
5. 45+ days later he is trying to download the key that cannot and will not work, long after we told him he needs a new key
6. He never sent us the New ID which we told him he would have to do
7. He leaves this "review" saying we don't meet our timelines, we sent him a brick, etc
8. He can continue trying to download his invalid key a million more times, it won't work, we told him he needs a new key. Either he outright ignored us, or actually needs help which isn't what he is trying to get.
9. When someone tries to say we sent them a brick, trying to make it look like my product is worthless / useless/ etc when we providing him everything he needed and due to events that have nothing to do with us they do this, yea I might use some big bold letters, because I asked several times to give us some clue who he is so we can fix the issue.


If this customer truly wanted help he would of gave us some sort of identifying info a long time ago.

So yea in my opinion, not my fault. I Want to help, look at my posts.

We aren't a perfect business. No business is. But we do our best to provide the best calibrations, reliable software, safe tunes and continued, long term free support. As with any business mistakes can be made, and there are times when things are our fault. I don't believe this to be that, and in 98 percent of the cases involving "Tacoma" it isn't. I simply don't agree with or believe in this consumer model that businesses are not allowed to have an opinion or be able to express things, and must go with this corporate based robotic "we are sorry we will do what we can to make a better experience in the future"

 

Tbh, even after reading this thread I am still 100% purchasing a OVTune when their site reopens on November 15th.

After going through hundreds of positive posts from their customers On TW, I have no worries about the quality of OV’s products and customer service. The negative post above is part of the very small amount of bad reviews given for this product. I think that in kamille.bidan’s instance, there was a whole lot of bad luck with his hardware and a tad bit of communication problems on both ends, but hey nobody is perfect.

 

I'll take it. Lol

 

You are probably correct.
I deal with software engineers on a daily basis and they tend to be both very creative and a bit different than most people. Of course, I deal with hardware engineers as well and they can be different too LOL.

I have dealt with several other "tuners" in my other endeavors and some of those experiences have been good, some not so much. I am trying to perform my do diligence before I put down a significant stack of cash, but more important, once you install a tune, unless you want to learn how to maintain it, you can be at the mercy of the software genius that created the tune. Since I plan on keeping my taco for the long run, that means any tune I put on it I would like to have some confidence that the maintenance and support will be there long term.

We have several Westers tune owners who have had issues and its been difficult to impossible for some of them to get those issues resolved 3 and 4 years down the road.

I have LS1 edit on my Solstice LS3 show car. After five years, Ken retired, closed his site and stopped answering the phone. Then out of the blue I get an email from him that he may have solved a problem with the now 7 year old tune. Go figure.

I know nothing is forever but I for one would be much happier paying for a tune from a faceless virtual person if I felt that they were technically out standing, which clearly this thread supports, and that they would be there for their customers. My research here and on their FB page is repleat with "I called and got no answer". "I emailed and got no response." Which I can understand because on average (back to the Gaussian distribution https://en.wikipedia.org/wiki/Normal_distribution) when you are successful you attract a lot of customers and some percentage of those customers will be "bad" customers. And bad customers will tend to bitch and moan rather than work the problem.

On a positive note, at least this tuner answers the forum! That is good.

I am interested in people's experience needing and receiving support from this technically outstanding tuner.

Should I be comfortable putting my Taco into his hands? If you had an issue or a serious question, did you get the answer? What is the average response time?

Thanks all.

 

I asked a question about whether I could use it on a new computer. I didn't explicitly say I was going to do that.

And in the quoted text above, you did not explicitly say you were cancelling my old registration key or that my ticket was now closed, which would result in no responses to further emails. How I am supposed to know any of that information based on that email response?


All you care about is owning me on this forum. You don't care about getting your customer to use your product that I paid for.

This is the treatment I get for paying a premium price for your software?


And after all this, you still haven't responded to my email? Perfect

 

Sigh... ok. By your own account the owner of the computer wiped it and your email said you need to install it on a new computer, but whatever..

There is nothing to respond to on your email. I've already explained here.
Send us the new ID and we will make a new registration. The ticket did not automatically close, it did after 30+ days, if you did not try to download your registration for 30+ days... that is not because we didn't send it to you on our outlined time. We don't always tell people we close old tickets.. A


It's clear to me you don't care to get this issue fixed or you would have gave us information from the beginning about it.

You paid the same price as everyone else.... and I have explained to you exactly what to do, which you still have not done. Your response was you have to install this on a new computer and wanted to use that key on a new computer which you cannot do.

I'm responding to your ticket right now telling you the exact same thing.
Your ticket has been responded to. You need to send us the system ID of the current computer, preferably one that you own.

Now, I have explained exactly what needs to be done so you can use the product. If you don't do it from this point, there is nothing more we can do to help.

Right now we don't have a phone number, but will on the 15th. I used to have a phone number but the amount of calls I would get that would just waste half my day were stacking up and getting in the way of work.
I'll be the first to say we do not answer every email, and depending on what the email is about, may not answer it. If it is something that is clearly outlined on our site, or something unrelated, I won't answer it usually. We get a lot of messages on our facebook of people saying "I emailed and never got a response"... but they don't tell you what they emailed. Many times we get emails "Do you guys tune Chevys? Can you tune my Mustang?" Or "Is the 2017 Tacoma supported".... when it comes to these kinds of questions...it's on my website exactly what we do and what we offer.

To be completely fair here, there are times when we don't answer someone as quickly as we should, but generally we do get to these people.
in terms of how things are responded to >
>Emergency related things first (bricked ecu, can't start, etc)
>setting up customers / new customers
> general questions
> unrelated questions (which may not be answered at all).

This page and all reviews makes up less than 10 percent of the amount of Tacoma we have tuned.

 

Do you want the tune or not?

My vote is focusing on getting that job done. It is not super easy but I did it. So it is doable and worth it.