Evolve Automotive Experience

[MarkkyyMan]

My experience with Evolve Automotive (Might want to read through before you consider a purchase)

This is simply a timeline with some detail of events that has occured with my experience purchasing from this company. If I am wrong in any of the details, please feel free to correct me if you had any INVOLVEMENT in this
transaction.



10/30/2013- I ordered the BMW N52 ECU Tune and Flash Tool ($799.00)

10/30/2013- I sent in my Off-Road Waiver for emissions equipment

11/07/2013- I received my 1st kit

11/12/2013- 1st Kit Error: "USB device voltage too low"

11/12/2013- Attempted to contact the number listed on Evolves U.S. website, to contact
someone to talk about the issue I'm having (702) 430 1617. No answer. Began emailing a gentleman
named Paul.

11/13/2013- Paul confirms I have the ignition in the correct position, suggests I try to contact Evolve by phone.
Attempt number 2 was also a failure at trying to contact them.(702) 430 1617

11/13/2013- "That is very strange it is doing that. We are investigating and I've created a support ticket for you
so someone will be in touch. There is obviously an issue somewhere along the lines and we will certainly
find it and get you tuned up asap."-Paul

11/13/2013- "Sweet, I had an appointment for next week to get everything installed. I'll have to shuffle that around.

Thanks."-My Response

11/13/2013- "Hopefully not. Rather than mess around trying to figure things out, I think we're just going to send you
another cable. At least that way we can remove that from the equation straight away. Its very rare but can happen.
I will forward you shipping details asap"-Paul

11/13/2013- I then forward him my mailing address as well as the Original Order ID number. I said to let me know if he needed
anything else.

11/14/2013- "Thanks Mark, A new cable will be flying out to you hopefully tomorrow or latest Monday, we are receiving a new
shipment as we ran out." He then asked me to ship my "cable" to a guy named Mark in Illinois.

11/15/2013- I shipped the "cable" to Mark in Illinois @ my own cost. Told him(Paul) method it was being shipped and included a tracking number for
convenience.

11/18/2013- Have not heard a word. So I emailed Paul asking if the new one had shipped out yet.

11/18/2013- "I believe it left our US operation today yes, but will let you know for certain shortly."-Paul

11/19/2013- Received tracking number.

11/22/2013- Received 2nd kit. Replied to him with this "I received my new cable and OB2 plug in today, so far
so good. I will be shipping the old plug in out on Monday, I was just under the impression you guys were sending just
a cable. I've already mailed the old cable to the address you listed in a previous email and will do the same with the plug in module.
Thanks for the great customer service!!"

11/22/2013- Send my file in through my hotmail email account. (no one states this but apparently hotmail does not work.) Receive confirmation email that they have received it.

11/25/2013- Around 11am I received a phone call from an IL number. Was basically told that I had until the end of the week(week of thanksgiving) to send the rest of the 1st kit
to the same Mark guy or I would be charged. (for them sending me a faulty product? I will be billed more?!) I asked to speak to the Mark guy
the person I was talking to pulled the phone from his ear said something to someone in the background then said Oh sorry he's busy at the moment. I told him I had shipped it out
earlier that morning(@ my own cost once again) and said goodbye. TERRIBLE SERVICE!!

12/03/2013- I email Paul "Just wondering how long it typically takes to receive your tune?"

12/03/2013- "Let me find out what happened to your file and get back to you. I take you sent your file in already and not heard anything?"-Paul

12/04/2013- "I have been informed you still not have your tuning.

I have it in my system as file made and sent.

Looking at your email address I can see the problem if this is the case.

Hotmail inconsistently blocks our attachments and links.

If you can provide me with a gmail account or any other than hotmail I can resend the file."-Salman

12/04/2013- I send him (Salman) my gmail address.

12/05/2013- "We still have no sign of the original read from your DME.

We need that so that we can tune your DME.

Also, if you are fitting headers then you must do that first. Drive car to make sure no sensors were damaged.

Combining tuning + hardware at the same time is a very very bad idea."-Salman

12/05/2013- I resubmit everything using my GMail account. Receive confirmation email that they have received it.

12/10/2013- "Please let me know when you send the file out so I can make sure I receive it this time."-Me

12/10/2013- "Your file is being made this morning so today you will receive it.

Do not worry, I have flagged your account as one that I know might have email issues. I will send a follow up email to make sure you have received it."-Salman

12/11/2013- Still have not received my tune. 1st OBD 2 module was returned to me today, turns out they gave me the wrong address to return their faulty product.
Paid for shipping for the 3rd time @ my own expense.

12/13/2013- Received tune.


04/07/2014- Still have a "Service Engine Soon" light.

[kobeballer96]

Wow that terrible service! Thank you for this. Another reason not to go with evolve.

[Dafttt]

They have supporting facilities that can help you hands on. Have you contacted them about that?

My experience was a little rocky too, but as far as their customer service goes, they've been outstanding.

Not here to argue tho, sounds like quite a headache.

[MarkkyyMan]

Originally Posted by Daft Auto

They have supporting facilities that can help you hands on. Have you contacted them about that?

My experience was a little rocky too, but as far as their customer service goes, they've been outstanding.

Not here to argue tho, sounds like quite a headache.

I don't know what hands on help I'd need? Headers are installed.

Just need a working tune.

[MarkkyyMan]

Super Sprint headers fit like a dream!!

[andrey_gta]

Very frustrating indeed.

[631twentyeighteye]

Sounds a lot like my headache. Turned out my CEL was caused by both mixed up and a faulty primary o2 sensor. I wish you luck with the endeavor, I know how frustrating it is.

[Taskmaster]

Besides a lot of blunders handling the claim, it does seem that they attempted to step up to the plate and try and help you out. I never got the impression reading the conversation that they were being rude, or impaitent with you. That said, I have had an AWESOME experience with OE tuning as far as customer service goes.

My experience with OE tuning has been excellent and I’ve had no real complaints

Inquired about software on 11/27/13
Responded to my email same day

Thanks for contacting OE Tuning. From tuning N52 we typically see gains of +14-18wTq & +15-19wHp to the wheels from dyno testing. We have tuning available to suit 3 stage intake manafold also. More information about the tuning for Valvetronic inline 6s can also be found here: http://oetuning.com/blog/?p=369
Features of the tune include:
- Valvetronic adjustment
- Higher Torque request
- Ignition and Fuel mixture adjustment
- Speed limiter removal
- Improved throttle response
- Rpm and shifting limits can also be increased
During the 20% off holiday special the price for tuning is $316 (regularly $395). The ecu can be removed and sent in for modification. We also offer EZ Flash, flash loader with 4 map pack (stock, valet, tuned premium pumpgas & 100oct Race) for +$200. With the purchase of a flash loader, your ECU does not need to be removed for tuning and you can switch between settings at you convenience. Reflashes are free (applying same tune to new software update) and retunes to suit new mods are $100. More information can be found here: http://oetuning.com/blog/?p=162
If you would like any more information on the OE Tuning tunes for N52, please don't hesitate to email or call the shop. 818-574-5075 or sales@oetuning.com
I am all too happy to assist.
Regards,
Jeremy

I've even called and talked to Jeremy himself and besides speaking very fast, he answered all my questions.

Purchased software and EZ loader and my conversations are as follows - notice the respond almost instantly:

1/8/14 Sent my stock file in with my request
1/9/14 OE sent me the files
1/23/14 Inquired about dynoing the car
1/23/14 Responded
1/24/14 Talked to OE about my dyno
1/24/14 Responded (asking about my run files)
1/27/14 OE responded again with their analysis of the runs
1/28/14 Conversation between OE and me in regards to the the tune
1/29/14 OE sent an updated file for the tune


4/2/14 Finally installed the tune….
4/5/14(Saturday) Told OE about modifications to my car (3 Stage manifold)
4/5/14 Received and updated tune for my car


I can't objectively comment on the power increase until I fix my misfire issue and head to the dyno in the next week or so, but so far I'm EXTREMELY pleased.

[Taskmaster]

Oh, and I sent a OE an email while I was writing this and got a response back already.

[kobeballer96]

Originally Posted by TheAxiom

Besides a lot of blunders handling the claim, it does seem that they attempted to step up to the plate and try and help you out. I never got the impression reading the conversation that they were being rude, or impaitent with you. That said, I have had an AWESOME experience with OE tuning as far as customer service goes.

My experience with OE tuning has been excellent and I’ve had no real complaints

Inquired about software on 11/27/13
Responded to my email same day



I've even called and talked to Jeremy himself and besides speaking very fast, he answered all my questions.

Purchased software and EZ loader and my conversations are as follows - notice the respond almost instantly:

1/8/14 Sent my stock file in with my request
1/9/14 OE sent me the files
1/23/14 Inquired about dynoing the car
1/23/14 Responded
1/24/14 Talked to OE about my dyno
1/24/14 Responded (asking about my run files)
1/27/14 OE responded again with their analysis of the runs
1/28/14 Conversation between OE and me in regards to the the tune
1/29/14 OE sent an updated file for the tune


4/2/14 Finally installed the tune….
4/5/14(Saturday) Told OE about modifications to my car (3 Stage manifold)
4/5/14 Received and updated tune for my car


I can't objectively comment on the power increase until I fix my misfire issue and head to the dyno in the next week or so, but so far I'm EXTREMELY pleased.

It took you almost 4 months? Idk if I call that good. Atleast they were there to help but that's terrible.

[Taskmaster]

They sent me everything in a timely manner, I'm juat slow with installing my parts.

[TheSt|G]

Very different than my expierence with Evolve, and what I have seen with others. From ordering the cable to having the tune returned to my spec, I don't think it took longer than a week.

Support since then has been good/fast when I had an 02 sensor go out.

I think Evolves biggest problem is that they just need a few more people. I would suspect business grew much faster than they expected and they are just a bit swamped.

Originally Posted by MarkkyyMan

Super Sprint headers fit like a dream!!

Well of course.

[Kgolf31]

Still suspicious about Evolve. Tried to inquire multiple times as a potential customer and simply got the run around.

[Imran@Evolve]

OP = I am very sorry about your experience with us. I can assure you this is not typical. It seems like there has been one thing after another with your dealings with us.

I will investigate how this has gone this far without myself being aware of the issues.

Going forward we are implementing a centralised CRM system that will prevent such issues occurring.

OP please get in touch with me Imran at evolveautomotive.com and let me know exactly what is outstanding so I can deal with it for you personally.

Over the last year we have grown too fast and are just getting systems and more employees into place to help deal with it.

Most of our customers dealings go well hence the reputation we have. We are only human and sometimes mistake happen. When this does happen we are here for customers.

[Imran@Evolve]

Originally Posted by Kgolf31

Still suspicious about Evolve. Tried to inquire multiple times as a potential customer and simply got the run around.

Hi - can you let me know who you have tried to contact (via PM) as not responding to customer enquiries needs to be addressed.

[Imran@Evolve]

OP I have had a chance to speak to those involved.

1) We had some faulty cables around that time, sorry that this caused the issues that it did.

2) The service you received from this relatively new employee regarding the returns was not acceptable. We will make sure this gets addressed. We also now have a centralised returns service in place. It should have been made clear to you that we would refund any shipping costs to you at the very beginning.

4) We have implemented a new system that will be going live in the next 6 weeks based purely on this issue where customer files are uploaded direct via our website, rather than by email. We have also migrated away from our server this last weekend due to us both losing emails from customers and our responses bouncing back. We have tried to take a head on approach by tackling both issues at the same time.

5) We will of course refund the return expenses to you, that is an oversight on our part or supplying the incorrect address and we do apologise for the inconvenience caused here. Please get in touch with me with the amount and we will refund.

[hoki06]

I love seeing companies own up to mistakes and do the right thing. Stuff happens and mistakes are made but it's how they're handled in the end that leaves an impression on customers and future potential customers. Good on you, Imran, for stepping up to the plate and doing what's right.

[MarkkyyMan]

I honestly don't care about shipping costs anymore.

Just want a tune that WORKs and to be done.

[MarkkyyMan]

Also Imran I PM'd this whole experience to you around December 13th of last year and heard no reply.

[Taskmaster]

I would recommend OE tuning for sure, just saying...

[MarkkyyMan]

Another PM was sent Imran.

[Evolve Automotive]

Originally Posted by MarkkyyMan

Also Imran I PM'd this whole experience to you around December 13th of last year and heard no reply.

we apologize for the inconvenience and utter lack of response and respect on this whole situation. Please send me a pm and let us take care of this. Again, we made the mistake and whatever is necessary to get this resolved we will do.