Thanks for the stirring. I think it was unnecessary but some people can't resist.

Hope the new tunes do the job. Hopefully it will solve the issues and you will be happy with the results.

Kevin

 

I can't believe it???? So Troyer is only human and makes mistakes like everyone else now and then..... Hope everything works out for ya with the new tunes.

 

This isn't about mistakes, but for him to tell a customer its normal is not right. If he fixed it we would never have this member posting a problem.

 

I have received revised tunes from the vendor and loaded the new 87 octane tow tune on my truck. I also got a nice follow-up call from them today. I got an explanation of what they think is happening and what they did to try alleviate the problem. One good thing is that he described to a "tee" what my symptoms are and even exactly the right rpm ranges. So I am very confident that they are exactly tracking with what is going on. Winter season is upon me in Minnesota now so it may be a bit before I can let you know the outcome. But I am now very hopeful that this will resolve satisfactorily. I have promised to let the vendor know one way or the other how the new tunes behave. I think they are still thinking about alternative solutions as well. When the dust settles, I promise to pass on to you the ultimate outcome. I expect it will be a positive outcome even if there needs to be another iteration or two on the tunes. (It may very well be solved, at this point, too. Just need to test.) There is a real willingness to work toward resolution. That is the important thing and what I appreciate.

 

glad to hear it bob-my company's moto is [your satisfaction,our goal...] while i don't feel the customer is always right-i strive to please them-this i always found with tp performance-hence i strictly deal with them-my .02$-phil

 

In my goal to get to "Senior Member" geezerhood status, I'm going to throw in an observation. (Have to keep making these posts to be promoted).

In my last 20 years teaching computer programming, I found it hard to give much credence to a single OS complaint - when the rest of the class (sometimes 500+ students) had no problems at all. However, if three or four people had a problem, it told me to pay attention - there might really be a problem!

So - I found Bob's description of the problem to be VERY clear and I immediately thought "shift down" too close to "shift up". And, I thought he documented it VERY well - another plus in my book. (I'd probably have looked carefully at any student's complaint if it was done this well) But, what do I know about transmissions? Still, one complaint out of all the success stories? - Sort of hard to attach any significance to it if you have Troyer's reputation.

My guess is, I'd have waited for at least one other user to voice the same concern before acting - since I'd had such success in the past.

And then, when I learned of other concerns, I'd have acted just like Troyer did too. Fix it!

The point is - you can be perfect, but someone, somewhere will always think you are a jerk. You can ignore the ignorant rock throwers. If things start to sound not so ignorant - pay attention! Seems like Troyer did this. Sounds a reputable guy to me!

- Jack

 

Ok Jack, so you're saying that a service provider shouldn't give attention (or as you said, credence) to someone that has a one-off problem?? To me (someone that works in an industry where customer service is the ONLY thing that sets you apart), giving that special attention to individual customers is all-important. So what if it's a 1:10,000 problem! It's still a problem, and the customer still deserves to have it rectified... If any of my employees tries to "blow off" a customer's concern (and yes, it has happened), then I immediately place them on performance counseling. If it happens again, they're given a final warning; one more time and they're terminated.

 

I think you may have misundersood me - I'm sometimes not too clear in my opinions.

I have never simply "blown off" a student's complaint/concern/difficulty. It appears Mike Troyer did not do this either. From what I could gather, he spent a long time with Bob trying to understand and fix the problem. From what I read, Troyer received no data logs, which might have helped in a diagnoses. Then, about a year later, Bob posted what I referred to as a VERY clear description of the symptoms. This, of course caused an avalanch of derisive comments - all directed at Troyer. I'm not a bit surprised he reacted so strongly. (To all parties - forgive me. I'm not casting blame or calling people names. It's just that sometimes misunderstandings happen when communication is not perceived the same way by all parties involved).

So, you say you have a business. Suppose you manufacture and sell Widgets and all your customers are happy with them until one day you sell one to some jerk who can't be bothered to read the directions, or pay attention to the "cautions" or whatever... This ONE person is unhappy with his Widget. Your salesman offers to replace it at no charge IF the jerk will only return the "defective" Widget. The jerk, of course, sees no reason to do so and simply starts bad-mouthing your company for selling him crappy merchandise. You salesman, hoping to make the jerk happy, sends him a replacement Widget anyway and of course the jerk can't make that one work either. How may Widgets are you willing to let your salesman send out to satisfy this guy? (If you don't think this can happen, you've never dealt with someone with a "borderline personality disorder" who makes you into a "special project" - they're out there, and you can NEVER make them happy).

So, my guess is, you've been lucky.

And please, again - these characterizations about "jerks" were not aimed at anyone in these forums! I am really just talking about some of my own "bad" experiences, but, I've had some great experiences too!

And, it sounds like Bob and Troyer are working together to fix the problem.

I suppose what set me off were the several sarcastic comments that expressed "shock" that the "great" Mike Troyer could possibly acknowledge being at fault/wrong or whatever. I simply wanted to point out that lots and lots of "atta-boys" make it hard to attach huge significance to one "aw-sh*t", unless it comes with pretty good documentation.

My opinions are only my own, and they are worth exactly what you have paid for them!

- Jack