As many of you know, last year, Edge had an ongoing issue with the OBDII cable used on the 97-03 F-150. Though the cable issue was corrected some time ago, older cables still pop up from time to time with programming failures. Please understand that this issue is completely out of our control.

Due to the time consuming nature of recovering PCMs after cable failures (usually 30 minutes to 2 hours), we have decided it is in all of our customers' best interest to discontinue offering upgrades for the 97-03 F-150 Evolution programmers as of Friday, July 9.

Programmers received in our office after this date will be returned AT THE OWNER'S EXPENSE.

Thank you so much for understanding, and we truly apologize for any inconvenience this may cause.

 

Boo.

 

I dont think that is the least bit fair to us 97-03 guys. Its not our fault that edge had a problem with the cable! I went threw that last week and had to have my truck taken to the dealershipship because of the cable issue and edge took care of me. Isnt there a way to tell new cables with old cables? My new cable has the month and year it was made. Seems like yall are just saying oh well to us 97-03 cause it coud take up to 2 hours of your day. Why not make the customer sign a waiver saying yall are not responsable for programming issues reguarding the cable?

 

test

 

Please know that it wasn't made lightly! It's difficult to explain to someone not in our office how much time is spent on the 97-03 cable problem, so I can understand why you might think it's unfair. Edge has always replaced bad cables, so we're not at all implying that they wouldn't do so in the future.

(Yes, there is a way to tell the new cables from the older cables, but even with the most recent revision, some customers have still experienced failures.)

No, it is not your fault that Edge had a problem with the cable, but frankly, the cable issue isn't our fault either. Bill, however, would never let a customer sit with a disabled vehicle and has spent countless hours recovering PCMs for customers -- some of whom are not even Gryphon owners. This doesn't even take into consideration time spent rewriting custom files for customers who have their PCMs recovered/reflashed by Ford because of cable failures.

It simply doesn't make good sense to spend so much time on one product (which we know has the potential for problems) to the detriment of other customers.

I am truly sorry that you believe that our decision is unfair.

 

Out of lets say 200 upgrades on 97-03 trucks how many do you see that has had the cable problem?

 

Since we don't manufacture the product, I don't believe it's up to us to discuss those figures.

I will tell you this, though: I can only think of one 04-08 OBDII cable that has had a problem out of the 1,300 or so that we've sold; every other one has been a 97-03 cable.

Even if we spent only four hours a week on 97-03 cable issues (phone calls recovering a PCM... answering forum posts... answering e-mails...), that still doesn't make good business sense. Of course, that doesn't even include all the time our forum moderators have spent trying to help out customers with cable issues.

I will explain it this way...

The majority of an upgrade is profit due to the fact that upgrades are basically time and labor. Wouldn't it be awfully silly to stop selling this product unless there was a REALLY good reason?

 

I guess yalls customer service is a little different than the customer service i provide to my customers, i have a computer bussiness and lets say that a specific dell laptop has known problems and i decide to tell everyone that comes in with that laptop that i wont fix the problem because it takes to much time during my work week, How do you think the customer would react?
Not trying to act like a A$$ but i know alot of people still have the ol 97-03's including my self but know we are just left out to dry by the best bussiness to get custom tunes. Have a good day

 

Okay, so let's remove the time spent dealing with cable issues out of this equation.

If Dell had a laptop that historically has shown to have problems, would you continue to recommend and sell that to your customers KNOWING that there is a significant likelihood that they could have problems with it? Wasn't there an issue with Sony computer battery recalls a few years back? (www.dellbatteryprogram.com)

The main difference between our programmer and a laptop is that unless the laptop blows up in your customer's face or bursts into flames, they're probably not going to suffer any more than some inconvenience and the loss of some data. If the programmer's OBDII cable poops out while a customer is driving or when he is in a remote location and reprogramming his truck, the consequences are a bit more severe. Personally, we're not willing to take that chance.

Of course, this doesn't mean that our current 97-03 customers are being hung out to dry. We will continue to support them and take care of any issues as we always have. Nothing's changed there.

 

I don't think you quite understand what Corey said, Coy. She said they will: "discontinue offering upgrades for the 97-03 F-150 Evolution programmers as of Friday, July 9." This means they will no longer CONVERT 97-03 Edge Evolutions to Gryphons after that date. Anyone who has a 97-03 Edge after that date is stuck with canned tunes and will receive customer support (in the event of cable failure or other causes) from Edge.

You have not been left out to "dry". You have simply been warned that PHP will no longer assume responsibility for an "outside" product, which you can get (overnight) support for elsewhere.

She did NOT say that PHP would stop supporting any Gryphons it has already converted. The Gryphon is a PHP branded product and customers with those will continue to receive support for hardware and programming issues.

If you actually mean to say you will support Dell customers, with ongoing hardware issues, for free, sign me up! Essentially, you are asking them to take on a faulty Edge product, on their dime, and provide ongoing support. Would YOU be able to stay in business long with that business model?

Edit: I'm going to add that PHP will continue to sell (and upgrade) the newer CS/CTS programmer with custom tunes to customers with 97-03 trucks. The tuning's the same, the hardware is simply more reliable. PHP also sells other programming devices that work on those model year trucks.

- Jack

 

And now your saying lets take the time out of the equation, your first post was basically saying that your spending to much time on the 97-03 trucks. And i was one of edges customer that the cable pooped out on just recently and i was left without a truck stuck in town 20 miles from my house. They told me i was sol as far as that day goes and to find a way home.

 

Jack

I understood what Corey is saying, i just think it sucks that the OBS guys will not be able to get custom tuning with there edge when they decide to make the change. This is the best company for custom tuning and what are we suppose to do after July 9th? Go with another tuner that takes 7 months to get a custom tune out?

 

What i was meaning by my statement was if they bought the laptop from lets say best buy and it had a known problem i wouldnt kick them out my door saying its takes to much time to fix it. Ive done several repairs on a certain laptop model that i could have charged them 100's of dollars and didnt charge them a dime. Reason, what is a hour or rwo out of my 60 hour work week to help someone and at the end of the day i know i have a new customer for life. Im not in bussiness to make millions of dollars, im in the bussiness to help people and in return i get there repeat bussiness in the future

 

The CS+CTS will be available still for 97-03.
So you're not hung out to dry completely.
You'll just have pony up some more dough for a newer style programmer.
And.........
With that newer style programmer you'll get a better more reliable cable.

Just bringing the unthinkable to light that's all.
And after I read Jack's essay I see he did also.

 

So we can still get them they will just be more expensive?