Power Hungry Performance.... bad choice!
Technical Article Contributor
Joined: Apr 2009
Posts: 10,697
Likes: 14
From: In the fast lane from LA to Tokyo...
So I ordered a custom tune for my sct tuner from php the first week of december after it took me about couple dozen phone calls, no answer. About 5 emails later they respond how to order for sct right now, order and did something wrong they respond right away. Then a month goes by no custom tune, called at least 50 60 times no answer over the past month and its been 2 weeks. Sent 3 emails and no respones..... But when I ordered they responded about getting money but after that they dont care. I found a couple other people say the same thing on another site, so im asking for my refund because I cant wait any longer. Got my money 2 months ago and no tune. Waste of money when I can pay just a little bit more and have it in 5-10 days. Anyone else on her have this issue???
It's not your fault or theirs that Corey's sister found out that she had cancer in December and passed away 5 weeks later.
Stuff happens to each and everyone of us in some way shape or form.
I'm sure Corey will work something out.
Good lord!
Patience and understanding runs short in this world we live in.
Last edited by 88racing; Feb 2, 2010 at 11:36 PM.
Technical Article Contributor
Joined: Apr 2009
Posts: 1,080
Likes: 0
From: Paintsville Ky.
I just want to say, that I have had my order in as of the first of December, got my grpyhon three days after I ordered, and I am waiting on my custom tunes.
so as you see I have been waiting a good amount of time, I am in no hurry, why are you?
are you afraid they are going to rip you off or something?
Planning on dying?
Just give them some time, they where out about two weeks in Dec, and most of last month, they where behind before I ordered, and now they are really behind, a family death will cause that.
You do know that PHP is two people, trying to answer all those calls, all those emails, and the forums as well as writing all the tunes for all those trucks, all of them have to be built from the ground up, not just slapped to from a base.
so as you see I have been waiting a good amount of time, I am in no hurry, why are you?
are you afraid they are going to rip you off or something?
Planning on dying?
Just give them some time, they where out about two weeks in Dec, and most of last month, they where behind before I ordered, and now they are really behind, a family death will cause that.
You do know that PHP is two people, trying to answer all those calls, all those emails, and the forums as well as writing all the tunes for all those trucks, all of them have to be built from the ground up, not just slapped to from a base.
Senior Member
Joined: Sep 2008
Posts: 494
Likes: 0
From: Ontario, Canada
I just want to say, that I have had my order in as of the first of December, got my grpyhon three days after I ordered, and I am waiting on my custom tunes.
so as you see I have been waiting a good amount of time, I am in no hurry, why are you?
are you afraid they are going to rip you off or something?
Planning on dying?
Just give them some time, they where out about two weeks in Dec, and most of last month, they where behind before I ordered, and now they are really behind, a family death will cause that.
You do know that PHP is two people, trying to answer all those calls, all those emails, and the forums as well as writing all the tunes for all those trucks, all of them have to be built from the ground up, not just slapped to from a base.
so as you see I have been waiting a good amount of time, I am in no hurry, why are you?
are you afraid they are going to rip you off or something?
Planning on dying?
Just give them some time, they where out about two weeks in Dec, and most of last month, they where behind before I ordered, and now they are really behind, a family death will cause that.
You do know that PHP is two people, trying to answer all those calls, all those emails, and the forums as well as writing all the tunes for all those trucks, all of them have to be built from the ground up, not just slapped to from a base.
Well Said..... be patient people they have had a lot on there plate in the last few weeks
Member
Joined: Jul 2008
Posts: 59
Likes: 0
From: OKC, Ok
Took me 2 months to get my tunes and i would wait that long again anyday. The difference is incredible and i personally never had a problem getting ahold of someone. Usually a death in the family might cause some issues like that but some people think they are above everyone else and dont seem to care.
Senior Member
Joined: Mar 2009
Posts: 600
Likes: 0
From: eastburg, pa
When I ordered my gryphon, Corey was very helpful to me, and she did answer my emails on time. I said to myself il give it 6 weeks before I email them again just to see the progress on it. From there on she told me less then 2 weeks. I was happy with the canned tunes. I got use to that and just patiently waited. And I placed my order 2 days before they went to sema so I knew when they go back it would of been a while till they got caught up.
Former Sponsor
Joined: Mar 2008
Posts: 1,074
Likes: 0
From: Beautiful Winder, GA
To imply that the only thing we're interested in is taking money from our customers is untrue and unkind. We work around the clock -- much to the dismay of our 8 and 10-year old sons -- to do what we can to take care of our customers and ensure that they're treated as we would like to be treated. (Heck, Bill was on the phone with a Canadian customer at 1AM a few nights ago, and Sunday night, he never even went to bed -- he just worked through the night!)
Unfortunately, in the midst of running a business, life sometimes happens. As if my sister's unexpected death on January 14th wasn't enough, we received a call on Friday from my stepmom letting us know that my dad went to the doctor last week -- he has a 6 cm mass on his liver and multiple masses in his lungs. Swelling has also begun in his legs and abdomen. I'm waiting for someone to call back and say that this is all just a malicious joke.
We are currently working to get caught up on orders, e-mails, phone calls, PMs, posts, and this thing with my dad is going on now, and I'm still here posting to let you know that we're sorry that we failed to get your calibration done.
Unless you know someone personally, please be very careful what you say about them -- especially publicly. Last night, you posted on HERE and then 10 minutes later in the Order Status Request section of our forum. I don't understand the reasoning, but what you did was intentionally hurtful.
If you will fill out the information in your User CP on our forum so that I know who you are, I will process your refund today.
We recommend Justin at VMP Tuning for a quick turnaround on calibrations; he's a heck of a nice guy, too.
To everyone else who has chimed in here, please know that we are grateful more than we can say. If you have an order pending with us, also know that we are working hard to take care of you. It sounds like you already know that
, but I just wanted to make sure you do.
(And if you've posted here or someone else and have not received an answer, please don't think that you're not as important as someone who is making waves. I didn't see this OP... someone else did and alerted me to it. Best place to get answers from us at the moment is on our forum -- you may not get a response immediately, but that's the first place that gets attention.
)
Unfortunately, in the midst of running a business, life sometimes happens. As if my sister's unexpected death on January 14th wasn't enough, we received a call on Friday from my stepmom letting us know that my dad went to the doctor last week -- he has a 6 cm mass on his liver and multiple masses in his lungs. Swelling has also begun in his legs and abdomen. I'm waiting for someone to call back and say that this is all just a malicious joke.
We are currently working to get caught up on orders, e-mails, phone calls, PMs, posts, and this thing with my dad is going on now, and I'm still here posting to let you know that we're sorry that we failed to get your calibration done.
Unless you know someone personally, please be very careful what you say about them -- especially publicly. Last night, you posted on HERE and then 10 minutes later in the Order Status Request section of our forum. I don't understand the reasoning, but what you did was intentionally hurtful.
If you will fill out the information in your User CP on our forum so that I know who you are, I will process your refund today.
We recommend Justin at VMP Tuning for a quick turnaround on calibrations; he's a heck of a nice guy, too.
To everyone else who has chimed in here, please know that we are grateful more than we can say. If you have an order pending with us, also know that we are working hard to take care of you. It sounds like you already know that
, but I just wanted to make sure you do.(And if you've posted here or someone else and have not received an answer, please don't think that you're not as important as someone who is making waves. I didn't see this OP... someone else did and alerted me to it. Best place to get answers from us at the moment is on our forum -- you may not get a response immediately, but that's the first place that gets attention.
)
Last edited by Groovy Chick; Feb 2, 2010 at 10:35 AM.
Senior Member
Joined: Apr 2004
Posts: 13,679
Likes: 84
From: missing Texas...
so basicly the OP failed to read the boards and has gotten impatient
every forum I've visited it was posted that PHP was dealing with a family emergency and wait times would be increased due to the emergency
this thread should be locked...
every forum I've visited it was posted that PHP was dealing with a family emergency and wait times would be increased due to the emergency
this thread should be locked...
Senior Member
Joined: Aug 2008
Posts: 872
Likes: 0
From: Maryland
I just want to say, that I have had my order in as of the first of December, got my grpyhon three days after I ordered, and I am waiting on my custom tunes.
so as you see I have been waiting a good amount of time, I am in no hurry, why are you?
are you afraid they are going to rip you off or something?
Planning on dying?
Just give them some time, they where out about two weeks in Dec, and most of last month, they where behind before I ordered, and now they are really behind, a family death will cause that.
You do know that PHP is two people, trying to answer all those calls, all those emails, and the forums as well as writing all the tunes for all those trucks, all of them have to be built from the ground up, not just slapped to from a base.
so as you see I have been waiting a good amount of time, I am in no hurry, why are you?
are you afraid they are going to rip you off or something?
Planning on dying?
Just give them some time, they where out about two weeks in Dec, and most of last month, they where behind before I ordered, and now they are really behind, a family death will cause that.
You do know that PHP is two people, trying to answer all those calls, all those emails, and the forums as well as writing all the tunes for all those trucks, all of them have to be built from the ground up, not just slapped to from a base.
Well said. Be patient OP, in the mean time, maybe an appology? Just a suggestion. I'm looking forward to gettin my tunes from PHP in the near future.
Global Moderator &
Senior Member
Senior Member
Joined: Aug 2007
Posts: 7,890
Likes: 61
From: Among javelinas and scorpions in Zoniestan
Most of you know I'm a Moderator both here and on PHP's forum. This gives me a bit of insight that the rest of you won't have.
The OP wants a refund. Well and good. Corey will be happy to provide that refund if she can ever figure out who this unhappy person is. She cannot issue a refund to trx450er, because his credit card doesn't have his screen name in his billing information. The OP has neglected to tell Corey who he is! Communication IS a two-way street. If the OP continues to hide in anonymity, his complaint will be ignored.
He has a VERY simple remedy - all he has to do is enter his name in the UserCP on PHP's forum. No one but Corey and the Mods will be able to see it. So, trx450er, the ball's in YOUR court.
It was suggested that this thread be closed. I've elected not to do so, because I know PHP has nothing to hide and they welcome constructive criticism. Let's just keep it "constructive".
- Jack
The OP wants a refund. Well and good. Corey will be happy to provide that refund if she can ever figure out who this unhappy person is. She cannot issue a refund to trx450er, because his credit card doesn't have his screen name in his billing information. The OP has neglected to tell Corey who he is! Communication IS a two-way street. If the OP continues to hide in anonymity, his complaint will be ignored.
He has a VERY simple remedy - all he has to do is enter his name in the UserCP on PHP's forum. No one but Corey and the Mods will be able to see it. So, trx450er, the ball's in YOUR court.
It was suggested that this thread be closed. I've elected not to do so, because I know PHP has nothing to hide and they welcome constructive criticism. Let's just keep it "constructive".
- Jack
Technical Article Contributor
Joined: Mar 2009
Posts: 1,781
Likes: 0
From: Olive Branch, MS
I mean to be as neutral as possible in my statements. Sometimes it is hard to read the intent or tone in what someone is typing. This is not the first time a thread of this type has come up on PHP.
Once a customer pays his/her money they tend to expect a level of service in return. Now what those expectations are and for what level is very subjective. PHP obviously works very hard and from their own statements is probably overworked. I understand the struggles of being self employed because I am also.
The reason so many are so high on them is because of the excellent finished product. I have their tunes and they are well worth the wait. The reason I believe so many of these type of complaints come up is their lack of availability and slower response time due their high work load. I once called to check on my order while it was pending and got Bill. He is a very nice guy. But the head hancho and technical producer really should not be answering phones. I don't know what they need as far as help but just from the outside looking in it would seem if they could find someone just to answer general questions about order status over the phone and website it would not only free Bill up to do more tuning but keep waiting customers assured about their order and where it is in the process. Also when family emergencies or vacations come up that person would still be available. It is amazing what a live voice versus an answering system will do for customer service and I know this from experience. Even if that live voice can do nothing more than take a message.
I had been around a while and did my homework and read many threads before orderig my tunes so I had a general idea of what to expect. Even then I got a little worried that things were going correctly. I am sure there are many, like the OP possibly, that did not and just ordered thinking it will happen fairly quickly and/or expect a return email or phone call to be even quicker.
Business is business and I doubt the OP was trying to imply a lack of concern for the family situation that was going on even if he was aware of it. But it sounds like that he has not made every attempt himself to provide information so who knows?
I do personally wish the best for Bill, Corey and their family and I am sorry for the loss of her sister and the illness of her father. I hope things get better for them soon. Their tunes are the best!
Once a customer pays his/her money they tend to expect a level of service in return. Now what those expectations are and for what level is very subjective. PHP obviously works very hard and from their own statements is probably overworked. I understand the struggles of being self employed because I am also.
The reason so many are so high on them is because of the excellent finished product. I have their tunes and they are well worth the wait. The reason I believe so many of these type of complaints come up is their lack of availability and slower response time due their high work load. I once called to check on my order while it was pending and got Bill. He is a very nice guy. But the head hancho and technical producer really should not be answering phones. I don't know what they need as far as help but just from the outside looking in it would seem if they could find someone just to answer general questions about order status over the phone and website it would not only free Bill up to do more tuning but keep waiting customers assured about their order and where it is in the process. Also when family emergencies or vacations come up that person would still be available. It is amazing what a live voice versus an answering system will do for customer service and I know this from experience. Even if that live voice can do nothing more than take a message.
I had been around a while and did my homework and read many threads before orderig my tunes so I had a general idea of what to expect. Even then I got a little worried that things were going correctly. I am sure there are many, like the OP possibly, that did not and just ordered thinking it will happen fairly quickly and/or expect a return email or phone call to be even quicker.
Business is business and I doubt the OP was trying to imply a lack of concern for the family situation that was going on even if he was aware of it. But it sounds like that he has not made every attempt himself to provide information so who knows?
I do personally wish the best for Bill, Corey and their family and I am sorry for the loss of her sister and the illness of her father. I hope things get better for them soon. Their tunes are the best!
Last edited by ab46501; Feb 2, 2010 at 11:38 AM.
Senior Member
Joined: May 2008
Posts: 304
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From: maryland
I was lookig for a quick turn around because my truck is running lean and im scared of hurting it. So I emailed around and was even looking at different tuner besides my edge upgrade to a Gryphon. PHP really with the delay in prgress due to Coreys sister isnt behind. Troyer told me 10 weeks. so...
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