To all customers of Troyer Performance (Performance Products, Inc.),

As much as we love visiting with you all here, and as much as I personally LOVE to help you all...............it's once again time for us to try to get a grip on some of the Tech Support questions that are being posted here to us again of late...........

So just as a reminder, both to us and you.......................

One thing we cannot do is to provide our customers with Tech Support (help) *here* - it's not only against the rules of F-150 Online for any vendor to provide Tech Support here (notice the reminder on the screen where you make a post), but as I've said enough times that many of you will groan upon seeing this again because you can quote this from memory……………typing takes 100-200 times longer than talking on the phone.

Please, anyone who has purchased a product from us who wants Tech Support - call us. No Tech Support questions from our customers here, as it's not allowed.

What does “Tech Support” (help, same thing) mean?

1.) If you want help with your Superchip or Micro Tuner you purchased from us - call us.

(Examples - “You’re scaring me, Mike” “How does it work,” “How to I do this,” “Why does xxx happen,” “I have a problem,” “Do I have a problem,” etc. Also, asking me the same question I just answered in another thread (or have answered 100’s of times before) because you've either not bothered to read it (or don’t read it carefully), etc., or for whatever reason, someone just goes ahead and puts up yet another thread about the same thing we just covered - etc., etc)

2.) If you want help with your Superchip you purchased from us - call us. (see # 1)

3.) It means ANYONE who has purchased ANY product of ANY kind from us here at Troyer Performance and needs Tech Support - you need to CALL us - in which case we'll be *more* than happy to bend over backwards trying to help you! But please, do not ask us here.

4.) Matters that have nothing to do with F-150 Online, but instead are matters that are between us (as your vendor) and you (as our customer) - those matters are required to be handled privately between vendor & customer, so as not to waste the extremely expensive bandwidth of F-150 Online on matters that are between vendor & customer.

I am trying to find a way to politely remind everyone that if you want Tech Support, pricing, order status, want to report a problem or want/need help about or with any product purchased from us, we’re MORE than happy to help you – please just call us at (540) 862-9515.

Please help us to work with you within the rules of F-150 Online, OK? Thank you, friends.

I really hate having to make a post like this, as I love helping you all, I love hanging out here meeting new friends & enjoying the company of other F-150 owners, etc. And the very last thing I want is to come off like a "jerk." Personally, I've always appreciated those who go out of their way to take the extra time to help others - especially here in cyberspace, because it takes so long and there really are so few sources of accurate information about certain things (like the best performance parts for these vehicles, what really works, what doesn't, custom tuning, etc.), or testing of aftermarket performance products, etc., like we do. We do all of that for you, and we love doing it – we eat, sleep & breathe this stuff.

But................it does get a little bit out of hand from time to time, and this is partly *our* fault, too! It's our fault for answering things we really shouldn't here - sometimes to the point that some of our customers are inappropriately expecting us to provide Tech Support here on the boards as a normal course of events. And for our role in this, we take FULL responsibility - accordingly, we'll reserve the dungeon for ourselves.

So we have to ask you all to please try to understand that some of you are probably going to see some questions either not being responded to by us, or we may have to respond to some posts with a short “Call us for Tech Support” type of response - and we can only hope that does not offend.

We will always do our best to try to draw that fine line between helping you here as much as we can, while staying within the rules here as best we can – without spending time typing that we really need to be spending with our customers on the phone, or doing our custom tunes, or R&D, etc., etc.

So thanks for listening to this diatribe & see you in the threads!

Our bests to all & thanks in advance for your understanding,

 

Honestly Mike ..I bet you would get 1000% more calls if you had a TOLL FREE phone number...Most people here including myself like to ask questions through email (It's free)..The customer can write emails when time provides..You say yourself that you don't answer emails and it will take a few days...If emails don't work I go to the phone...Most companies have toll free numbers to call..I don't understand why you don't? Yes I understand the price,but I think the increased calls/sales would justify it..You have your reasons for your business practices ,which I'm not here to argue..Just offering an idea...


P.S. I bet Neal would like you to havea 1(800) number too..Ha Ha Ha

 

And as soon as Mike would log on he'd had 20 people sending him IMs. I'm sure he'd really enjoy that... lol

 

I confess! I agree! Toll free would be great!
BUT!!
Don't be shy and don't be cheap! Call Mike!
I called, didn't even get to talk to Mike
BUT
didn't really need too, Anita took care of everything
AND
I could NOT be happier
Call, spend the buck or two and get a HEALTHY return on your investment.

 

HI!... Mike and I don't need a toll free #. We both have our own litte RED phones. We call them the *FREAK* phones. I just pick up the phone and *BAM * Mike's there!!!!!!

 

I'm the worst kind of "rank" amateur compared to many on this board. But as far as I'm concerned, Mike has the best tech support BAR NONE!

I realize Mike can't get into prices, shipping problems or other RARE but inevitable individual questions some may wish to address in this forum. But he always seems to to go out of his way to answer "briefly" the questions posted.

I have learned more from Mike's "brief" answers then anything else I've read ANYWHERE! Thanks Mike. Keep up the Good work

Bill

 

As far as an 800 number goes, I have "free" long distance on my cell phone anyway. And by using it, I can talk to Anita while looking at their website trying to decide what to order next! I've got the Derale tranny cooler from them on my truck, and got the tuner also, but haven't had a chance to install the program yet. Still want to work out that little pinging problem first. It's been said here before you can probably get a better price once in a while, but you won't get better service, and believe me, that's worth a lot. It's good to know that when I do install that tuner program if I have a question or problem, They're just a phone call away. Try that with ebay. I can't wait to order my magnaflow system from you Mike!

 

HA HA HA ..Neal..L.O.L....I was going to say that,but I didn't want to push it..

Don't get me wrong Mike has one of the best customer service skills on the phone ..Yes I've called him..Maybe he thinks email is to impersonal..I know from experiance that guy could sell $1000 Italian loafers to a no legged man...

 

.

 

Mike,

I just read your recent reply to another member in this forum (here), and it seems like tech support to me.

So whats the distinction? Whats considered 'tech support' and what isnt? Is it only post-sale tech support that isnt allowed?

I'm not trying to give you a hard time, I just want to understand better how this works.

G

 

In my opinion that is “not” tech support but simple advising someone about a product.

Tech support, again in my opinion would be:

Mike, I just got the chip and not sure how to put it in…

What should I use to clean the contacts with?

Mike, I sent back my chip, when do you think it will be shipped back to me?

That would be tech support because the above examples are something that “should” be done over the phone between the customer and vendor.

Asking Mike about possible ideas for what products might work best in a particular situation, in my opinion is not tech support but rather general information that not only benefits the person asking the question but others that may read the question.

The way I understand it is if you have bought something from Mike and have a question about installation, how it works in your truck, price, how long will it be until it’s shipped, is it shipped yet, do you have a tracking numbers, etc is tech support or something that will not benefit anybody else that may read the post…

 

For the most part, we'll agree to disagree then

Technical information pre or post sale is always beneficial to everyone, especially when its been publicly documented. It just may save that phone call, or give somebody a heads-up before they do something. Saves time, and people can most certainly reference it.

Now stuff like shipping time/info, I can understand. That info is most certainly useless to anyone else.

In any case, I'll wait for Mike to respond.

 

Griffin,

I haven't even bothered to look at whatever is at that link, nor do I intend to.

I have already explained this, and quite clearly at that.

So I'm going to say this one last time..............................and that will be my LAST post in this thread.

I try to help the best I can, in the time I can steal to make available to help, while trying not letting this get too far out of hand.

If and when I feel something more needs to be or should be said in a particular post of mine, I MAY CHOOSE to do so.

I MAY CHOOSE to go beyond something very basic in trying to help someone out - that is my choice, it's my judgment call.
This isn't "black & white" - it's a judgment call that *I* make, and nobody is going to pick apart my posts in some attempt to stop me from being able to do the extra mile, or to try to paint me as a hypocrite, etc.

Those who read my post already know that is exactly why I PUT UP THIS THREAD, AS A REMINDER TO **EVERYONE** that this has been getting a bit out of hand again here lately, as it does from time to time.

That DOES NOT MEAN that I will not, from time to time and as I see fit, choose to go into a bit of detail if I feel it should be done and I have the time. That is MY choice to help a bit more, if I have time and it's not too far out of line.

There will be no further "explanations," I won't be "answering to" anyone for whatever I put in whatever post, etc. - it's been covered, I have said what I have to say about it, and that's the end of it.

Our bests to all,

 

I understand both sides here.
Do I read every single post Mike has his name attached too? YES!
Do I notice the 3:00 am posts? YES!
Do I see an intellegent thought provoking been there done that professsional who owns and runs his own business on top? YES!
We are nearing 55,000 members. Mike is one man. Cut the guy some slack and phone him IF it is REALLY important to you.
JMO

 

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