I'm so upset right now, and just don't know what to do! Seriously sitting here steaming man! ... ... Looking for advise on how to handle my situation. Ordered custom tunes. Received them, and loaded into Xcal2 & my truck. So far, so good... Then I start to drive my truck for a few days. I notice that I really like the power, but I also really DISLIKE the way that the torque convertor locks in 4th gear at ~40mph under light throttle. I thought maybe it was just me imagining a difference, so I went back to stock tune. No issues with stock tune. Went back to 87 performance, TC locks up too soon. Tried 87 tow, same thing, locks up too soon. It's at this point that my ordeal begins...

I called TP about 2 weeks ago, and I was lucky enough to talk to Neal. I explained my situation. He said to go into the Xcal2, and adjust the 3-4 WOT shift point by 2% increments. I tried that, but first of all, that adjustment is not in % increments; it's in mph increments, and +3mph is max. I went 1mph, no difference; 2mph, no difference; 3mph, no difference. So I call TP back the next day, but Neal's not available. I called the following day, was able to speak to Neal again. He said he'd have to get with Mike to figure out what's going on... I believe I called a few more times that week, but never heard back from anyone...

Meanwhile, I post the situation here, looking to see if it's normal or what. Mike chimes in saying that there's absolutely no difference at that point in the tune from my custom tune versus the stock tone; none at all. He recommends turning OD off.

Now my real frustration is that nobody will call me back!!! I just went through my call log on my cell phone (it only goes back 8 days):

10/23, spoke to either Crystal or Anita for 6min 15 sec, explaining situation. She says will have Mike or Neal call me back.

10/24, spoke to either Crystal or Anita for 1:11, leaving another message.

10/25, again left message for 3:38.

10/26, again left message for 2:44.

I finally got a call back from Neal on 10/26, but he basically said that he couldn't help me, and that Mike would need to look over the situation. He said that either he or Mike would call me back Friday or Monday. Obviously, neither called me back...

Then this morning, I again called and spoke to a woman for 6:16. I told her I am totally & completely frustrated at their lack of customer service. She said would give the message to Mike, but probably won't get a call back today. In fact, she couldn't even offer a day when I would get a call back. You know, what REALLY REALLY frustrates me is that Mike can take the time to respond to a post that I made about it, but can't take the time to call me..??.. Even his own paperwork says that he doesn't provide tech support via web, so why won't he call me back?????????????

At this point, I just don't know what to do. I spent a lot of money (to me) for the tunes. And I'm not even using them! Yes, that's how much the TC lockup issue irritates me. I know that I could lockout OD, but I shouldn't have to. Stock tune doesn't require it. What I really want is someone from TP to address & fix the problem. But if they don't (as has been my case), what can I do? I asked about getting my money back, and of course that won't happen because it's a custom tune. What other recourse do I have (if they don't fix the situation, or at least call me)??? I've probably called upwards of a dozen times, but still haven't gotten a response.

PS - this post is NOT intended for Mike to respond to, although a call would be nice. I'm just wanting to find out what recourse (if any) I have. Opinions appreciated.

 

Being an Edge owner I never delt with Mike but he seems to be very intellegent when it comes to these programers. But even the most intellegent people get stumped once in a while. Maybe hes trying to figure it out before calling you back or hes very busy or both. He should at the very least call you back even if its not good news. Good luck.
Just read that his sister in law passed so that can be a reason also for the delayed call.

 

What do you mean when you say it locks up in 4th? Your making me kinda nervous!

 

He is probably slammed busy with the Group buy he has going on too.

Bamorris, hang in their man.....

Mike is a great guy and so is their staff. Its probably the group buy and the loss of a loved one.

 

HI!... Go into youe X-CAL2 and adjust your SHIFT FIRMNESS for the 3-4 gear upshift, not your shift points!!!!!!!!!

 

Ok, I'll give it a try... BTW, what was the sarcastic roll-eyes about??

 

I dont have any tunes, and i can get my OD to lock in as soon as 40mph. Not sure what exactly you are saying. Are you suggesting od locks in before you hit 40mph?

And yes that sounds like a reason to complain, b.c of lack of customer service, but you also have to understand that he is busy too. Maybe next time if you call, ask when is a good time to call back, to speak to him directly.
-Patrick

 

Maybe I didn't explain it properly... Yes, my stock tune also locks the TC at around the same speed/RPM, but with the stock tune there isn't a severe drop-off of acceleration, as there is with the TP tunes. With the TP tunes, if I'm lightly accelerating (normal city driving), once the tranns shifts into 4th and locks the TC, acceleration basically stops... I don't know, maybe it has something to do with the way that Mike re-maps the ETC... But what I do know if that there is a definate difference (for the worse) compared to stock.

Obviously, I don't know the technical cause of what's happening, but what I do know is the result of what's happening...

 

I agree neal. Thats what I finally did with mine and I am totally pleased with it now. Ba go into shift firmness on the x-call and adjust it down with the down arrow to - 15% from the loaded firmness level (- 25% is the max you can go.) I really think what you are noticing is the same thing I did with mine. Mike adjusts the throttle pedal feel when he does your tunes and it takes getting used to. On my stock tune the throttle is very sensitive and takes a small amount of pressure to get a big amount of response from the engine. With the tunes loaded the throttle travel is more linear and you do have to push it farther to get the same response. Nothing wrong with that, just feels different and takes getting used to. Mine also locks the torque converter after shifting into overdrive at about 40. The truck does not however stop accelerating. All you have to do is apply a little more throttle and it will walk away nicely. Remember its now in a higher gear and will require a little more throttle to pull it. Just my .02 and good luck.

 

actually to me that almost sounds like a good thing. Seems like a performance setting to me, if you need to accelrate, just let it naturally bump OD off and then pick up speed in 4th. OR are you suggesting that once it hits 40 and OD locks in, that it wont come back out?

Also should save some mpg too, b.c when you try to acclerate in OD, it just dumps alot of fuel with no HP/speed gain. So yah.. now im really confused what exactly you are complaining about.

And 90% of the time ive heard good things about TP even tho i personally wont ever buy from him. But ive also heard many times good things about his companies customer service. Give it time, and the service situation will get better.
-Patrick

 

Confused or not, it doesn't matter. What I'm REALLY complaining about is the customer service (or lack thereof)... Hey, thanks for the info. Again, I'll definately give it a try. With any luck, I'll be a happy camper (with the tunes).

 

SAJEFFC, what exactly were you experiencing that caused you to adjust your shift firmness down? You're talking about the 3-4 shift, right?

 

The only thing I didn't like was the shift firmness when just cruising around town. It seemed to rev a little higher than stock before shifting (which is fine) but it was a little too harsh for me when it shifted. I experimented and went down 5% at a time (per Crystal's instructions) and stopped at - 15%. Now it shifts just a tad firmer than stock and feels much better to me. I realize this may not be what you are upset about but I would start there. I really believe that you need to give it some time and get used to the different throttle pedal feel and you will be happy with it. My truck actually feels better to me at very light throttle settings on the stock tune than it does on the tuner. But when you go half throttle or more there is NO comparision....the power from the tuner is well worth it. Soften up your shifts and give it a few hundred miles and see what you think. ~edited to add~ Sorry I missed your question. I lowered the shift firmness on all of the shifts, not just the 3-4.

 

HI!... I don't know about your truck but mine accelerates when the converter locks up. Really noticable at WOT. I had MIKE T. set my lock up at something like 1.2 seconds after the upshifts. No lock up in 1ST gear due to you WANT the TQ multiplication to accelerate quickly, but my 1ST to 2ND up shift, 2ND to 3RD upshift and my 3RD to O/D upshift has my converter lock up 1.2 seconds after the shift. You can massively feel the truck accelerate as soon as the converter locks up. I'm set up for drag racing though and have a very expensive "P.I" TQ converter. Also 354RWH.P helps too, I guess. I hope you get it figured out.

 

I think the business model is broken at Troyer Performance. More business and issues than Mike can deal with. So problems go unresolved. Calls aren't returned. Excuses are made for programming issues. I've had severe transmission shifting issues (rapid cycling between 4th lockup and out, 1 second intervals) under load (e.g. up a hill that requires a shift). I've called 3 times, emailed, no response. The problem is unresolved. The tune is unusable to me. At the very least, I would expect a call or email with some kind of timeline as to when the problem will be resolved. The underlings tell me to turn off my overdrive. With a 2,000 pound trailer? I don't think so. And the problem is NOT there with stock tune. Very disappointing.