For PHP CS, CTS, and original EVO Customers
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Former Sponsor
Joined: Mar 2008
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From: Beautiful Winder, GA
For PHP CS, CTS, and original EVO Customers
Regarding ALL custom tune orders, especially for CS and CTS devices.
To ALL Edge CS and CTS customers (both current and future):
I’d like to take a minute and address an issue that has, at some point, been a concern for pretty much every customer that has ever received custom tunes from us for the Edge CS or CTS device. The issue is the problem of how Edge’s FUSION software handles updates on these particular devices and how those updates affect the downloading and/or overwriting of custom tunes.
First, I want to be perfectly clear that FUSION is NOT OUR SOFTWARE. We have no control how the software operates and only limited control over how the downloads are setup. The software is not specifically set up to handle the downloading of “custom” files so there’s currently no way to prevent the “custom” files from being overwritten when Edge releases new updates.
As of 08/21/2012, Edge has released another update (in a long line of recent updates) and pretty much every one of our customers will most likely update their device through Fusion. This means that over 1000 customers we have written custom tunes for on the CS and CTS will not only need their calibrations reloaded into Fusion, but also completely rebuilt to add the new supporting files from the latest release before we upload them. At about 10 minutes to build and load each one, we’re looking at around 160 hours to reload the tuning to Fusion, and that’s assuming we did nothing else during that time. Realistically, that translates into about 12-16 weeks of actual lead time given the amount of time we’re on the phone or doing other work related stuff, and this is EVERY TIME there is a new version released in Fusion. As our custom tuned customer list increases, the problem only continues to get worse. I think you can understand what a position this puts us in and why we can’t stress enough… DO NOT UPDATE YOUR DEVICES.
There are a few other big problems we run into regarding FUSION.
The first (and most common) issue is when we place custom tunes in FUSION and either the customer’s device is not on the current update or Edge releases an update around the same time we upload the custom tunes. The way FUSION is set up, the custom tunes are downloaded first AND THEN the update is downloaded. ALL custom downloads are a one-shot deal, which means that once it’s sent it doesn’t automatically resend the next time you connect to FUSION. The download must be reloaded manually every time. Because of this, many customers will download the custom tunes but never even know it because FUSION immediately overwrote the tunes with an update. Meanwhile, weeks or months go by and then customers will contact us (sometimes quite angry or frustrated) because they haven’t received their custom tunes, when in fact they have… It was just overwritten.
The second common issue is the problem of the download failing and killing the custom download. Once the custom download is started, FUSION seems to flag the download completed. If the download fails, FUSION will not resend the custom download.
The third common issue we have is when customers have several FUSION accounts under different e-mail addresses, sometime even being completely different from the one that was placed on the original order. We do our best to ascertain which account is the current one, but sometimes the download is applied to the wrong account and the customer never gets their files. This is NOT our fault. It is the responsibility of the customer to make sure that all account information is accurate and that your FUSION account e-mail matches the e-mail you supplied when placing your order.
As we’ve said before, we have no control over how FUSION operates. We do the best that we can to ensure the timely delivery of custom tunes given the limited access we have, but simply can’t help when FUSION issues cause problems with downloads. We place estimated times for delivery of custom tuning on every invoice we send out and we’re usually pretty close to those estimates, give or take a few days. If your tunes have not successfully downloaded from FUSION, or if you have not received any notification from us regarding the completion of your custom tunes but the estimate completion date, PLEASE contact us directly and inquire about the status. In most cases the tunes have been completed and are awaiting download or in the event of being overwritten by update, we can reload them into FUSION. It’s not difficult and we can usually reload them in 10-15 minutes as time permits.
One other common issue we run into isn’t actually FUSION related. It occurs when someone orders tunes for the older EVO and puts down the Serial Number located on the sticker on the side of the case. More often than not, this is NOT the serial number that is embedded in the processor and is not suitable for setting up the download once the files are completed. The Serial Number we need is located from the Main Menu under [Diagnostics] -> [Tech Support] -> [Version Info] or can be retrieved from Pegasus when the device is connected. This is the ONLY Serial Number that will work for the download.
One thing that we are not prepared to tolerate are customers that wait 2, 3, 4 (or more) MONTHS after the expected ship date of their tunes to contact us, and then complain and badmouth about us because they haven’t received their tunes. We treat our customers with respect and consideration and expect the same in return. Customers that are rude or disrespectful will experience delays in getting their issues resolved. Customers that resort to using offensive or vulgar language will not be responded to at all.
More often than not the tunes were either completed and ready to download but the notification e-mail simply wasn’t received, or the tunes were overwritten by an update at the time of download. Again, these situations are beyond our control. If you have not yet received your custom tunes or if you have updated and lost your tunes, we ask that you please e-mail us directly at customstatus@phptune.com and we will be quite happy to get those addressed and loaded up for you. Please keep in mind that due to current volumes, it may sometimes take a few days to complete a reload. Customers that have had issues downloading tunes will generally receive priority consideration, so we ask that you please be patient while we get the files rebuilt and reloaded.
Finally... With all that said, we have been in contact with Edge regarding this issue and it appears that they may finally have a solution that will help relieve the overwriting issue cause by updates. I don’t have very many details or even a solid timeline at the moment, but I have spoken with the engineer handling the FUSION software and they have assured me that most (if not all) of the issues we’ve experienced will be handled. As we receive more information on this, we’ll keep everyone updated.
I know this has, at times, been quite a difficult issue some people and all of us at PHP want to express our sincere apologies for any inconvenience that our customers may have experienced due to these issues. We are trying as hard as we can to get these issues resolved and help streamline the delivery process for custom tuning, but it’s going to take a little time to get everything in place. Again, if there is any concern about custom tunes at all, please e-mail customstatus@phptune.com and we’ll look into the issue as quickly as possible.
Thank you for your time.
Take care and God bless.
To ALL Edge CS and CTS customers (both current and future):
I’d like to take a minute and address an issue that has, at some point, been a concern for pretty much every customer that has ever received custom tunes from us for the Edge CS or CTS device. The issue is the problem of how Edge’s FUSION software handles updates on these particular devices and how those updates affect the downloading and/or overwriting of custom tunes.
First, I want to be perfectly clear that FUSION is NOT OUR SOFTWARE. We have no control how the software operates and only limited control over how the downloads are setup. The software is not specifically set up to handle the downloading of “custom” files so there’s currently no way to prevent the “custom” files from being overwritten when Edge releases new updates.
As of 08/21/2012, Edge has released another update (in a long line of recent updates) and pretty much every one of our customers will most likely update their device through Fusion. This means that over 1000 customers we have written custom tunes for on the CS and CTS will not only need their calibrations reloaded into Fusion, but also completely rebuilt to add the new supporting files from the latest release before we upload them. At about 10 minutes to build and load each one, we’re looking at around 160 hours to reload the tuning to Fusion, and that’s assuming we did nothing else during that time. Realistically, that translates into about 12-16 weeks of actual lead time given the amount of time we’re on the phone or doing other work related stuff, and this is EVERY TIME there is a new version released in Fusion. As our custom tuned customer list increases, the problem only continues to get worse. I think you can understand what a position this puts us in and why we can’t stress enough… DO NOT UPDATE YOUR DEVICES.
There are a few other big problems we run into regarding FUSION.
The first (and most common) issue is when we place custom tunes in FUSION and either the customer’s device is not on the current update or Edge releases an update around the same time we upload the custom tunes. The way FUSION is set up, the custom tunes are downloaded first AND THEN the update is downloaded. ALL custom downloads are a one-shot deal, which means that once it’s sent it doesn’t automatically resend the next time you connect to FUSION. The download must be reloaded manually every time. Because of this, many customers will download the custom tunes but never even know it because FUSION immediately overwrote the tunes with an update. Meanwhile, weeks or months go by and then customers will contact us (sometimes quite angry or frustrated) because they haven’t received their custom tunes, when in fact they have… It was just overwritten.
The second common issue is the problem of the download failing and killing the custom download. Once the custom download is started, FUSION seems to flag the download completed. If the download fails, FUSION will not resend the custom download.
The third common issue we have is when customers have several FUSION accounts under different e-mail addresses, sometime even being completely different from the one that was placed on the original order. We do our best to ascertain which account is the current one, but sometimes the download is applied to the wrong account and the customer never gets their files. This is NOT our fault. It is the responsibility of the customer to make sure that all account information is accurate and that your FUSION account e-mail matches the e-mail you supplied when placing your order.
As we’ve said before, we have no control over how FUSION operates. We do the best that we can to ensure the timely delivery of custom tunes given the limited access we have, but simply can’t help when FUSION issues cause problems with downloads. We place estimated times for delivery of custom tuning on every invoice we send out and we’re usually pretty close to those estimates, give or take a few days. If your tunes have not successfully downloaded from FUSION, or if you have not received any notification from us regarding the completion of your custom tunes but the estimate completion date, PLEASE contact us directly and inquire about the status. In most cases the tunes have been completed and are awaiting download or in the event of being overwritten by update, we can reload them into FUSION. It’s not difficult and we can usually reload them in 10-15 minutes as time permits.
One other common issue we run into isn’t actually FUSION related. It occurs when someone orders tunes for the older EVO and puts down the Serial Number located on the sticker on the side of the case. More often than not, this is NOT the serial number that is embedded in the processor and is not suitable for setting up the download once the files are completed. The Serial Number we need is located from the Main Menu under [Diagnostics] -> [Tech Support] -> [Version Info] or can be retrieved from Pegasus when the device is connected. This is the ONLY Serial Number that will work for the download.
One thing that we are not prepared to tolerate are customers that wait 2, 3, 4 (or more) MONTHS after the expected ship date of their tunes to contact us, and then complain and badmouth about us because they haven’t received their tunes. We treat our customers with respect and consideration and expect the same in return. Customers that are rude or disrespectful will experience delays in getting their issues resolved. Customers that resort to using offensive or vulgar language will not be responded to at all.
More often than not the tunes were either completed and ready to download but the notification e-mail simply wasn’t received, or the tunes were overwritten by an update at the time of download. Again, these situations are beyond our control. If you have not yet received your custom tunes or if you have updated and lost your tunes, we ask that you please e-mail us directly at customstatus@phptune.com and we will be quite happy to get those addressed and loaded up for you. Please keep in mind that due to current volumes, it may sometimes take a few days to complete a reload. Customers that have had issues downloading tunes will generally receive priority consideration, so we ask that you please be patient while we get the files rebuilt and reloaded.
Finally... With all that said, we have been in contact with Edge regarding this issue and it appears that they may finally have a solution that will help relieve the overwriting issue cause by updates. I don’t have very many details or even a solid timeline at the moment, but I have spoken with the engineer handling the FUSION software and they have assured me that most (if not all) of the issues we’ve experienced will be handled. As we receive more information on this, we’ll keep everyone updated.
I know this has, at times, been quite a difficult issue some people and all of us at PHP want to express our sincere apologies for any inconvenience that our customers may have experienced due to these issues. We are trying as hard as we can to get these issues resolved and help streamline the delivery process for custom tuning, but it’s going to take a little time to get everything in place. Again, if there is any concern about custom tunes at all, please e-mail customstatus@phptune.com and we’ll look into the issue as quickly as possible.
Thank you for your time.
Take care and God bless.
Senior Member
Joined: Dec 1999
Posts: 1,372
Likes: 12
From: California
One thing that we are not prepared to tolerate are customers that wait 2, 3, 4 (or more) MONTHS after the expected ship date of their tunes to contact us, and then complain and badmouth about us because they haven’t received their tunes. We treat our customers with respect and consideration and expect the same in return. Customers that are rude or disrespectful will experience delays in getting their issues resolved. Customers that resort to using offensive or vulgar language will not be responded to at all.
Yes it is absolutely terrible that any customer act this was, but, by stating you will not respond at all....well, that cearly sets the stage for interstate commerce fraud charges if you in fact conduct yourself in this manner.
Yes it is absolutely terrible that any customer act this was, but, by stating you will not respond at all....well, that cearly sets the stage for interstate commerce fraud charges if you in fact conduct yourself in this manner.
Thread Starter
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Former Sponsor
Joined: Mar 2008
Posts: 1,074
Likes: 0
From: Beautiful Winder, GA
It always amazes me the people who find time to reply...
Anyway, we don't use foul language with our customers, and we expect the same in return. Apparently, if someone wants a reply from us, they should remember their manners. Nothing wrong with requesting that.
Anyway, we don't use foul language with our customers, and we expect the same in return. Apparently, if someone wants a reply from us, they should remember their manners. Nothing wrong with requesting that.
Senior Member
Joined: Dec 1999
Posts: 1,372
Likes: 12
From: California
The reason I replied is that you by appearance seem to a respectible retailer, as someone who is directly involved with similar situations (from a prevention, mitigation,response aspect), please take my advise as one that was offerred by someone who has a little more gray hair than you to avoid setting a "stage" that could easily be used against you in many ways, legally, by both current & future customers and website owners.