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POLL: OVTune Reviews (3rd gen)

Discussion in '3rd Gen. Tacomas (2016+)' started by bshammer0, Feb 25, 2018.

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How would you rate OVTune? (1 lowest, 5 highest)

  1. 1 (MT) - meh

    15 vote(s)
    2.9%
  2. 2 (MT)

    3 vote(s)
    0.6%
  3. 3 (MT)

    9 vote(s)
    1.7%
  4. 4 (MT)

    20 vote(s)
    3.8%
  5. 5 (MT) - best mod, hands down

    45 vote(s)
    8.6%
  6. 1 (AT) - meh

    33 vote(s)
    6.3%
  7. 2 (AT)

    15 vote(s)
    2.9%
  8. 3 (AT)

    32 vote(s)
    6.1%
  9. 4 (AT)

    97 vote(s)
    18.4%
  10. 5 (AT) - best mod, hands down

    257 vote(s)
    48.9%
  1. Nov 11, 2019 at 11:48 AM
    #461
    robtheelder

    robtheelder Member

    Joined:
    Mar 8, 2019
    Member:
    #285842
    Messages:
    8
    Vehicle:
    2019 Tacoma quad
    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
     
    fiftyxp likes this.
  2. Nov 11, 2019 at 11:55 AM
    #462
    OVTune

    OVTune Well-Known Member

    Joined:
    Mar 27, 2017
    Member:
    #214557
    Messages:
    4,453
    OVTune

    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"
     
    Last edited: Nov 11, 2019
  3. Nov 11, 2019 at 1:15 PM
    #463
    LuvMeSumTacos

    LuvMeSumTacos Well-Known Member

    Joined:
    Nov 10, 2019
    Member:
    #310347
    Messages:
    57
    Gender:
    Male
    Richmond, VA
    Vehicle:
    2020 Tacoma TRD Off-Road DCSB
    3 inch level/lift, Toyo Open Country R/Ts, and MBRP exhaust.
    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.
     
    nwflsr4x4 and Joe.Dirt like this.
  4. Nov 11, 2019 at 1:17 PM
    #464
    Joe.Dirt

    Joe.Dirt Well-Known Member

    Joined:
    Jun 18, 2019
    Member:
    #296752
    Messages:
    179
    Gender:
    Male
    Colorado
    Vehicle:
    '19 Cavalry Blue TRD Off Road DCLB
    I'll take it. Lol
     
    Chunkeymonkey likes this.
  5. Nov 12, 2019 at 4:48 AM
    #465
    robtheelder

    robtheelder Member

    Joined:
    Mar 8, 2019
    Member:
    #285842
    Messages:
    8
    Vehicle:
    2019 Tacoma quad
    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.
     
    Joe.Dirt likes this.
  6. Nov 12, 2019 at 4:56 AM
    #466
    Kamille.bidan

    Kamille.bidan Well-Known Member

    Joined:
    May 9, 2017
    Member:
    #218629
    Messages:
    1,229
    Vehicle:
    2017 Blue TRD OR MT
    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
     
  7. Nov 12, 2019 at 5:01 AM
    #467
    OVTune

    OVTune Well-Known Member

    Joined:
    Mar 27, 2017
    Member:
    #214557
    Messages:
    4,453
    OVTune
    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.
     
    Last edited: Nov 12, 2019
    Inferno__Taco likes this.
  8. Nov 12, 2019 at 5:14 AM
    #468
    Pablo8

    Pablo8 Luigi Taco

    Joined:
    Aug 7, 2019
    Member:
    #301483
    Messages:
    1,661
    Gender:
    Male
    First Name:
    Paul
    Washington State East of Redmond
    Vehicle:
    2019 Cement TRD Sport 4X4 MT AC LB
    Tires, OVT Tune, Tacos to Go
    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.
     
    SC4333 likes this.
  9. Nov 12, 2019 at 5:56 AM
    #469
    awdvkd115

    awdvkd115 Well-Known Member

    Joined:
    Apr 5, 2017
    Member:
    #215429
    Messages:
    181
    Gender:
    Male
    First Name:
    Bud
    Vehicle:
    2017 Tacoma TRD OR
    Toytec lift, White Knuckle sliders, RCI Armour, ECGS (Nitro Gears), Victory 4x4 Striker Front bumper, Smittybilt X20 10K winch, Dobinson snorkel, Spidertrax 1.25 spacers and 255 R80 16 BF Goodrich KM2s.
    I have seen few examples of pure blind futility like what this discussion has turned into. It appears you are more interested in stating your case than getting anything accomplished. I thought for a while you were just trolling Mat and trying to just screw with him. One thing is for sure, you have no interest in getting any resolution you only want to prove how correct you are and everything else be damned. As for Mat, I believe he puts an enormous amount of time into trying to monitor numerous sites to help customers. He should be putting that time into his Zendesk help. This situation was created by him and I would imagine his lack of experience in dealing with his business growing so quickly might have something to do with it. It not like you are spending all this time working on getting your truck tuned you have spent all this time in trying to justify your actions and that is not trying to solve your original problem. Just my two cents, quite frankly this problem is between you two and please take it elsewhere.
     
  10. Nov 12, 2019 at 6:06 AM
    #470
    robtheelder

    robtheelder Member

    Joined:
    Mar 8, 2019
    Member:
    #285842
    Messages:
    8
    Vehicle:
    2019 Tacoma quad
    Good response. You answered my concerns. When you are back up I will be placing an order
    Thanks

    RTE
     
  11. Nov 13, 2019 at 9:48 AM
    #471
    Kamille.bidan

    Kamille.bidan Well-Known Member

    Joined:
    May 9, 2017
    Member:
    #218629
    Messages:
    1,229
    Vehicle:
    2017 Blue TRD OR MT



    Three weeks ago I had unplanned free time, and I didn't have time re-install on a new computer, request a new license, then wait for your response onto an new computer. Therefore, I was just going to use my work computer since the license I received applied to that computer.

    I sent an email. You never responded. I leave negative review, you attack me and accuse me of lying, making things up and then say everything is my fault.

    In my 13 years of customer service/Sales and 8 years of professional client service, I would never respond to a customer/client in the way that you have responded to me and to others.

    You could have PM'd me first, but you chose to public vent your grievance. This is not good customer service, and I feel I have right to be disappointing and upset and what has occurred.


    There is no understanding of what went wrong and no apology on your end.

    I may have forgotten some of the details of this case, and I didn't care to check the actual dates of our communications. Because all what really mattered to me, was that I didn't get a response from my email. I went off my memory for the dates of our communication history, and for that I apologize, but what has happened here was not right at all.

    I am not going to have any additional free time to install the tune until a month or two from now. If I request a license now, will I be able to use it when I have time near the end of this year? Or will it expire?

    Of course based on your responses, I now realize that my busy schedule is completely my own fault, and you won't make any sort of consideration to help me get this done. Nothing more than send me a license and shoo me away. Thanks.
     
  12. Nov 13, 2019 at 10:00 AM
    #472
    OVTune

    OVTune Well-Known Member

    Joined:
    Mar 27, 2017
    Member:
    #214557
    Messages:
    4,453
    OVTune

    You could have PM'd us first. You could have asked if we received your message. etc etc. You didn't even want us to know who you were for the first few posts, so do you really want help? I don't think so.
    Request a license now, you will receive it as soon as our developer gets it to us, which is usually around next day or 2-3 days (business days). However, as it says at the top of my website, we are short handed until the 15th. (actually closed but still getting back to people as possible). It has said that on my website since end of september.

    As someone who spends 7 days a week working on making our product, our calibration, our tune as exceptional as possible, I have the exact same feeling when someone, who has not even tried it, tells people that we sent them a "brick." Did we send you a brick? Absolutely not.

    I am also human. I am not a customer service robot.


    This quote right here is totally false I have told you several times now what needs to be done on top of asking several times who you are so I could look into it and try to help. The license is all you need in order to install the tune. If you need help troubleshooting how to download etc, then you can send us a message and we will walk you through it, just like we do most other people who need help.

    Everyone makes mistakes, I'm not perfect. But it seems you want me to apologize for your spotty memory. You've already accused us of not sending you your reg key in the time frame stated when we did, now you're accusing us of refusing to help you.

    Now, finally, because this back and forth is stupid. I've explained to you here, and by zendesk exactly what you need to do. Please do that and you will have your registered software and tunes.
    The best that either of us can do is take this off the forum and clear this up and get you setup with our normal form of contact (zendesk) so please do this.
    there is nothing more to say.
     
    Last edited: Nov 13, 2019
    Tullie D and Inferno__Taco like this.
  13. Nov 14, 2019 at 3:16 AM
    #473
    BongoTheOneEyed

    BongoTheOneEyed Well-Known Member

    Joined:
    May 8, 2016
    Member:
    #186442
    Messages:
    64
    Gender:
    Male
    will there be any discounts or sales available for interested OVTune customers for the holidays after you re-open ?
     
  14. Nov 14, 2019 at 4:22 AM
    #474
    uptaco

    uptaco Well-Known Member

    Joined:
    Oct 25, 2019
    Member:
    #308951
    Messages:
    84
    Gender:
    Male
    First Name:
    Adam
    Pittsburgh, Pennsylvania
    Vehicle:
    '19 Cavalry Blue OR 6A DCLB
    https://www.tacomaworld.com/threads...ine-ecu-reflash.515734/page-711#post-21998024
     
    Last edited: Nov 14, 2019
  15. Nov 16, 2019 at 11:00 AM
    #475
    Brucey

    Brucey Well-Known Member

    Joined:
    Mar 20, 2019
    Member:
    #287289
    Messages:
    91
    Gender:
    Male
    First Name:
    Bruce
    Vehicle:
    2018 DC LB SPORT 4X4
    Ovtuned
    If you can go another two month without needing the tune, then you probably didnt need it. Just sell the cable and box.
     
    awdvkd115 likes this.
  16. Nov 19, 2019 at 7:09 PM
    #476
    Chunkeymonkey

    Chunkeymonkey Member

    Joined:
    Jun 7, 2019
    Member:
    #295621
    Messages:
    14
    Gender:
    Male
    Vehicle:
    2019 TRD Pro
    My personal experience with OVT was first class. I read up on the subject here on the forum, decided to purchase, paid the money, received the instructions, applied the tune, and IMHO, got something that was the difference between sending the truck back and buying something else...

    Response times were fast (<1 day), shipping was fast, product was A+, and i believe this to be the same experience for many hundreds of others on this forum...
     
  17. Nov 19, 2019 at 7:13 PM
    #477
    uptaco

    uptaco Well-Known Member

    Joined:
    Oct 25, 2019
    Member:
    #308951
    Messages:
    84
    Gender:
    Male
    First Name:
    Adam
    Pittsburgh, Pennsylvania
    Vehicle:
    '19 Cavalry Blue OR 6A DCLB
    I agree on the experience I have had so far (my tune arrives tomorrow so I don't yet know that half of the experience) but I ordered on a Friday and it shipped on Monday. Response time was prompt (within one business day) for my registration file. I have zero complaints and am eager to get the tune installed (should be quick and easy) so that I can experience what everyone else has been raving about.
     
    Chasespeed likes this.
  18. Nov 19, 2019 at 7:45 PM
    #478
    LuvMeSumTacos

    LuvMeSumTacos Well-Known Member

    Joined:
    Nov 10, 2019
    Member:
    #310347
    Messages:
    57
    Gender:
    Male
    Richmond, VA
    Vehicle:
    2020 Tacoma TRD Off-Road DCSB
    3 inch level/lift, Toyo Open Country R/Ts, and MBRP exhaust.
    I also ordered on Friday, it shipped yesterday and received it today (shipped from Northern VA for me). Emailed support for my activation today so hopefully tomorrow I’ll be all set to tune the truck.
     
    Chasespeed likes this.
  19. Nov 20, 2019 at 4:05 AM
    #479
    Chasespeed

    Chasespeed Well-Known Member

    Joined:
    Jul 17, 2018
    Member:
    #259608
    Messages:
    1,663
    Gender:
    Male
    WMass
    Vehicle:
    2018 TRD OffRoad
    Seeing how long I can keep stock(ish) OVTuned
    Ordered on Saturday. Received reg key Monday.
    No idea on when I get my cable though. Hopefully before the weekend...2
    Ready to get this thing shifting like a normal truck.
     
  20. Nov 20, 2019 at 12:44 PM
    #480
    uptaco

    uptaco Well-Known Member

    Joined:
    Oct 25, 2019
    Member:
    #308951
    Messages:
    84
    Gender:
    Male
    First Name:
    Adam
    Pittsburgh, Pennsylvania
    Vehicle:
    '19 Cavalry Blue OR 6A DCLB
    Tune kit arrived today. Super quick and easy to get the tune installed and WOW night and day difference. MPGs look better too. Dead pedal is gone, truck is peppy and responsive. Could not be happier. Running 2.0 beta and I did notice the engine ran a little rough at first and the shifts weren't 100% perfect. By the time I finished my short test drive on the highway the engine was purring happily. Shifts will probably settle into being buttery smooth here after I put some more miles on it. Well done @OVTune thanks!!
     
    TRDOBSESSED and Mrtacoman88 like this.

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