OVTune Response < 1 week?

Does anyone know how to get OVTune to respond in under a week? I just want to get started on my tuning project but at every turn I need something from them (master key, tune pack, extra credits) and it takes AT LEAST a week to hear back from them. It has been recommended to me that I always reply to the original order confirmation to get the fastest response but that doesn't seem to have changed anything for me.

I really don't want to seem super impatient or pushy, but really what's going on here? Even from a small company I expect better customer service than this for paying customers. I don't need in depth help, just a response time that's quicker than 5-7 business days to send me an email containing a link or typed text.

Does anyone have a different experience? How can I get them to respond faster? Is there a phone number to call? Am I being unreasonable?

 

These questions are best asked on the vFTuner.com Forum. The TW folks would like to not use this site for customer service threads as they usually blow up and waste their time.

 

I posted on VFTuner's forum last week. Nothing happened.

I'm looking to understand other people's experiences here. Perhaps it's a tough time for them, maybe this is the way they always operate. If I had known this was their typical way of doing business perhaps I wouldn't have given them mine. Other people should be able to find this out before shelling out the money.

 

Then I would bump it there.

I'm just relaying the request from the TW folks. This thread is likely to get deleted or locked.

 

Deleting or locking this thread is tantamount to supporting poor customer service from a prime vendor. Shouldn't do it.

 

OVT is not a vendor here. Zendesk and the vF Tuner Forum are his CS channels, not TW.

 

Shame that the Tacoma needs tuning to run right.

 

Tony I like you man, but you're splitting hairs here. OVT has a boatload of posts on here promoting these products. If I had seen in any of the many OVT threads I read on here before purchasing about such poor response times I would be thankful.

 

can't argue with that.

 

I am not splitting hairs. I have been asked by the TW folks to note this as they are done trying to moderate all of the OVT threads on TW that turn into shitstorms.

I tried to find your username on the vF Forum, but do not see it. Please bump the thread there for some help.

 

Ok thanks man. Like I said you have been great. Seems to me OVT could sure use someone like you on their staff since you respond with lightening quickness and are incredibly knowledgeable about their products.

 

How dare you speak critical of the TW Golden Calf.

 

For real though, that's kinda the vibe I'm getting.

 

Thanks! I appreciate that.

 

We are going through tickets as quickly as we can, but on average we get 50-100+ emails (NEW) per day right now.


and 90% of them are folks who don't read instructions. We have to sort through it to actually find people to need real help.

Also I took the weekend off, and we are working on a huge update at the same time.
our forum is NOT the place to put issues with credits, master key issues, etc. It just clutters everything and makes it EVEN HARDER for us. WHY? because rarely does anyone give us info about who they are.



When there are times we are crunched with numerous orders (like right now) delays in communication can happen.

I highly recommend that you just ignore any TW Troll. They love to talk crap but never, ever, ever, will admit to the fact that going on 4+ years now, no matter how backed up we get, no matter how busy we get, we don't run out on them like other well known "vendors" here that took everyones money and disappeared.



If you have submitted a ticket, we will get to it as quickly as we can.

 

I read your instructions thoroughly and found some mistakes that you ought to correct moving forward. On page 20 you've got a typo telling folks to click the "Read ECU" button when it ought be click the "Prepare ECU" button. And on page 24 you skip a step between steps 7.2 and 7.3, skipping the part where you need to click "Prepare ECU" (to verify that the truck's VIN is in the system) before selecting the tune file.

I have done exactly what I'm supposed to do on my end. All I want is someone to get back to me quickly for super simple things like emailing me a Master Key or Tune Pack. I don't have questions, I just want to get the products that I have paid for.

 

Understood. We are aware of that and are fixing our instructions on those points.

All I am trying to tell you is that as soon as we find your email in the chain we will send you everything you are waiting on. I do appreciate you reading through our instructions. A lot of people don't, and that's the thing that slows us down more than anything. (I had someone yesterday send me 6 different emails because he couldn't figure out how to read his ECU......)

 

Mine doesn’t.

 

Apologies for being short, and thanks for making a bespoke product. I wouldn't be doing this at all if I could just get going on my project. Somehow I don't have enough credits (even though I haven't been able to tune anything yet) and I can't do anything else until I get them. Order #8417 if that helps.