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04-07-2014, 02:07 PM | #1 |
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Evolve Automotive Experience
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.
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04-07-2014, 02:37 PM | #2 |
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Wow that terrible service! Thank you for this. Another reason not to go with evolve.
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Black Wrapped Roof, BFG Rivals, Dinan Camber plates, M3 Steering wheel, Matte Black kidney Grills, H&R Sport springs,
Sparco assetto gara,Pagid sport Brakepads,STOPTECH Slotted Rotors, DISA STG3,EURO BOX |
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04-07-2014, 03:27 PM | #3 |
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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. |
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04-07-2014, 03:36 PM | #4 | |
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Quote:
Just need a working tune. |
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04-07-2014, 03:53 PM | #6 |
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Drives: 130i coupé ;)
Join Date: Nov 2011
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Very frustrating indeed.
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128i Sport 6MT converted to Euro 130i spec, 3.73 diff, tuned by evolve ~220 whp 207 wtq(ft-lb) SAE
In-progress: //M front arm, M3 rack, e36M lip Wishlist: Coils, n55 mnts, headers, LSD, e60 finn diff "The 1-series is the last car that BMW engineered before the Germans, as a car-making culture, fell out of love with driving." - R&T 2013 135is |
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04-07-2014, 08:13 PM | #7 |
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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.
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04-07-2014, 08:49 PM | #8 | |
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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 Quote:
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. |
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04-08-2014, 01:07 AM | #10 | |
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Quote:
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Black Wrapped Roof, BFG Rivals, Dinan Camber plates, M3 Steering wheel, Matte Black kidney Grills, H&R Sport springs,
Sparco assetto gara,Pagid sport Brakepads,STOPTECH Slotted Rotors, DISA STG3,EURO BOX |
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04-08-2014, 07:13 AM | #12 |
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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. Well of course.
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04-08-2014, 07:49 AM | #14 |
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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. Last edited by Imran@Evolve; 04-08-2014 at 08:01 AM.. |
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04-08-2014, 07:50 AM | #15 |
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04-08-2014, 09:26 AM | #16 |
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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. |
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04-08-2014, 10:04 AM | #17 |
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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.
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04-09-2014, 09:51 AM | #22 |
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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.
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