Tacoma - OVTUNE - VFTUNER - Update Info and Original Development

It just depends. A third party handles the reg keys so sometimes it takes a bit longer, especially with holidays

 

Good to know. I too am waiting for a registration key since last week. Patience is a virtue I’m told?

 

I've been waiting at least 6 weeks after mailing in my dongle license. Maybe because I didn't put my name inside the large bubble padded envelope with the USPS label completely taped to the outside. Hopefully you get yours soon. I've been patient. But beginning to worry since I can't get an answer back.

 

If there was no way to connect your dongle to you the registered owner, Mat might have some trouble. He said he got a number of unidentifiable dongles. You might need to ping him with that specific info if that's the case.

 

Considering my name was on the envelope and the same name is in the emails sent prior to mailing in the dongle. And the same name is used for initial registration. Not sure how that could be misconstrued or unable to identify.

 

Sorry.... didn't get all that from your first post. It was sounding like you were nervous there wasn't enough identification. My bad.

 

No worries. Sorry I didn't state that originally. I was asked to PM and never got a response either. I know he's very busy. And always been patient. Never want to stir the pot. Just getting frustrated. And wish I just kept my dongle now. Especially since I have another owner registered with my license. I appreciate all ovtune has done with the tuning. Was an early adopter. I have no problem waiting. But when 95% got theirs. It makes one wonder what's going on, I'm just trying to figure out what else I need to provide. If anything. Maybe I send another zendesk ticket. But that's always been something we were told not to do.

 

Did you get an automated response from your last zendesk ticket? If not, then perhaps a fresh one is in order. If so.... I dunno.

 

Yes sir I did. And was even asked to send a PM. Never got a response afterwards. Like I said. I know he's busy. And not trying to stir the pot. Just want to get this resolved. I did get the VFTuner information back quickly in April. But haven't done anything with it. Since I don't have a P5F license. And really just want 2.0 AT final. Along with the other owner under my license

 

Please send a new ticket and I'll check on it.

I check PMs and try to trace that back to tickets. I do not always respond to them.
And with many people home, or having much more time to email, we are bombarded with messages.

As a result, some stuff we simply do not respond to. Primarily stuff like "any updates" or "When will 2.0 be released."

 

Thank you. Totally understand y'all are extra busy right now. Will submit another ticket.

 

Sorry you are unhappy with the current state of things.
Non existent support wise. I'm here, and checking tickets 7 days a week.

I will say that it is simply *impossible* to answer everyone every time. And generally if we get a ticket that asks us something we have clearly conveyed or if the info is on our website, we don't always answer.

If the ticket has anything to do with "when is 2.0 released" it gets deleted.

I understand why you're unhappy but sometimes I think you guys also forget just how many of you there are.


And I know you have generally been patient around here. But I don't think any of you guys actually see what happens onthe back end. How can we offer better support? How can we better assist you? Tell us and we will do our best to make that change.

But please understand that I would say without a doubt 50-60 percent of our customers read nearly nothing, not even our instructions, and we end up in endless loops with these guys, not able to help others. I'm not blaming anyone, but if you see what happens on the other side you'd understand.
Case and point there is a guy, probably on here, I have had to remote connect into his computer 5+ times because he simply won't do anything. It's a common occurrence.

I've tried changing how we email.
I've tried changing how we distribute tunes.
I've changed info on my website, multiple times.
We've revised out instructions 5+ times.

Yet we are in and endless loop with tacomas.

 

What’s ovtune?





lol

 

... since you asked...

I understand there are lazy people out there, but laziness can often be overcome by dissatisfaction and leads to vocal customers that are not praising your product... Instead of deleting inquiries, how about send a link to FAQ page or something that doesn’t leave them hanging.

Providing major updates via email would be great instead of having to wade through this mess of a thread to (as an example) find out we need to update VF. I realize I can use the arrows to go to your next posts, but i (and I’m assuming others) want nothing to do with this thread. Luckily there are a few very helpful users that have been around a while that are more than willing to help. Hope for your sake they stick around.

I suggest refraining from providing ANY eta’s on ANYTHING. Let it be known when it’s done (via email).

I don’t mean these suggestions to be anything other than just that... suggestions... and only because you asked

 

Just sitting here waiting for all this to get settled and then I'm ordering.

 

I agree 100% support has to improve greatly.

Instructions are not clear and it can’t be expected that a normal user will read through this whole thread to try and understand how it works and what he is purchasing. I’m a new customer and have had to scroll through all of these pages to inform and educate myself and there are still a lot of things I cannot figure out yet.

I also understand that we are currently on the transition to VfTuner and that causes extra confusion but there really isn’t a good instructional and educational page on the website that guides and explains the complete process and details what you should expect after the purchase has been made.

I personally own a European car tuning, aftermarket installation / customizing shop coupled with online store and run it completely solo since 2011. I’m not going to say that it isn’t exhausting but I do my best to never leave a customer without response (even if it means replying to emails or messages at 11pm lol) I also understand that there is no way to explain and understand what happens on the background of a business unless you are seeing the day to day operations of the company from an internal perspective.

I have worked with other tuning platforms before mainly for euros like BM3, MHD, Activeautowerke, APR, Cobb, Burger Motorsports, etc. and even in their beginning stages their customer support has always been acceptable.

We all have our unique experiences and normally people write about the bad stuff but never write anything about the good. It’s expected to be negatively biased on this thread because of the transition (humans resist change), but the support has to get better.

I made my purchase in May 19th and quickly received a Master Key with installation links and pdf instructions on May 20th. They seem to be very clear and easy to follow but the key that I got does not seem to work even after trying it multiple times with different password combinations etc. That same date I proceeded to inform about the issue and got no response. With the understanding that I have gathered from this thread and seeing how busy and how much stuff is on the table for OV I decided to wait for a response patiently. Yesterday I sent a reply on the email conversation as a reminder and got a response quickly today. After providing more information I have not received a response back to confirm if the key I got is correct or if there is any other issue.

I hope they that after the transition things can start to improve and flow more smoothly. I’m also grateful for the group of individuals that are running @OVTune because of what I have read the tunes make a great difference in the overall experience of driving these trucks. Can’t wait to test it out myself!

Good Vibes!

-Emanuel

 

exactly this. fuk that, they get paid to do their job just like everyone else.

to the guy having the issue, download the software and update it as many of us have, takes 10 min.

 

You have a website, use it! Get off of this thread. Instead, put your customers in an email group and send out mass emails for basic updates. Also, find someone that can compose the updates in a professional manner that people can understand. You are a programming genius, but explaining things in a clear and concise manner is not your thing. This is meant to be constructive criticism. I love your product, but operating a business through a internet forum isn't a very good business plan...

 

Thank you everyone.
If there is anyone who has professional website design experience and experience with our product please let me know.
I really think that the big problem with our ability to get support out is trying to do so much of this alone.

 

mat, maybe you could get some of your super users that know the product, and the how to's very well, to help answer some questions. update your website to include a forum, get some of the better users, to act as moderators. point questions to a FAQ page, forum, youtube vid's. mass emails on critical updates only, offer no dates for future releases.

i really think, being a one man shop, and you having so many irons in the fire, is "distracting you" from doing what you want/need to do. with all of the side projects, and the communities and their needs getting out of control size wise, it is affecting your customer service, time lines, and quality of the products. and this is what weighs on you the most.

i understand diversifying your client base to have an ongoing cash flow, for an extended period but, that comes at a cost. you have done a good job of it so far but, you are losing control of your products. i suggest, prioritizing the original tunes that got you here, and lay off the newest stuff, for awhile. finish one group at a time with the ovtune, tunes. then work up to Vf tune projects, one at a time.

if you think you have problems with the people with tunes now... wait until you have all those people and then some, on VF tuning trying to do their own tunes, asking millions of petty questions, when they have to do it all themselves, all while not understanding tuning, or the products. you wont have time to do any development, due to all your time, tied up in answering those questions.

and for those that need you to log in and fix, or do shit for them, that wont do it themselves... explain, your product/business model is not like that, you need some technical knowledge, and if you cant work on your own stuff now, this product is not for them, and refund their money, and move on. sometimes you have to fire customers. it is what it is.

i feel for you, and wish you great luck.

keep up the good work. Ski