EFI Live customer service sucks to an all time new level!

[Montecarlodrag]

For all LSx I use HPT. I have ordered a lot of credits and never had a problem.
A few times when I was in the middle of nowhere with no internet access, I just picked my Android cell phone and ordered credits. The new license key arrived at my email APP in less than 30 seconds. Then I just typed the new key to the software and I was tuning.
HPT uses CC and paypal, I always use paypal and never had any problem with foreign transactions.

[gearhead1]

EagleMark- IMO...
For all the help you have given to all the forums and probally thousands of people over the years;maybe even more!
You would think they would bend over backwards to make things right with you and give you some respect.
I am in no way sucking up as I have nothing to gain for this post and just calling it as I see it ,
-on your thousands of posts that you have taken your own time to contribute;
Rest assured does not go unnoticed by everyone!

It will be their loss in the end!... .this is just my 2 cents from CANADA EH!


Thank You EagleMark- AMEN!

[EagleMark]

I always use paypal and never had any problem with foreign transactions.

It was PayPal Mastercard. It is all I use on Internet because of the ease of protection I get from it on Net, globally.

EagleMark- IMO...
For all the help you have given to all the forums and probally thousands of people over the years;maybe even more!
You would think they would bend over backwards to make things right with you and give you some respect.
I am in no way sucking up as I have nothing to gain for this post and just calling it as I see it ,
-on your thousands of posts that you have taken your own time to contribute;
Rest assured does not go unnoticed by everyone!

It will be their loss in the end!... .this is just my 2 cents from CANADA EH!


Thank You EagleMark- AMEN!

Thank you!

But it has nothing to do with who I am or what I did. This is about customer service that sucks! This is a very expensive product with competition. I've been reading both the well known OBDII software forums for years and there is a backwards mentality when it comes to customer service with EFI Live. It's all about them, their small staff, how hard they work and point out all their strong points while ignoring all their short comings! I wish it was just this one issue, but it is not, it's a constant defense and argument in all situations where customer is never right. I'd not even have made a post but instead it was the straw that pushed me over the edge!

For a customer to order something on their website and it fails, then get a notice to contact customer service and customer service does not even look into it? Just blow me off with an excuse that it's my credit card that won't work in another country and tell me there's nothing they can do???? You got to be kidding???

Then I tell them my credit card not only works internationally but has the charges on it and the replay was "what is your order number?" Well I don't have one because the order did not go through your site, remember it said to contact you!

Four attempts at signing into the new website, had to re-register because of new site. All that worked fine until I got to shopping cart order. When I finally convinced them it was really happening and they looked into it? They said I had 17 transactions of which only one went through? Oh really? One went through? Where's my product I paid for? Still no attempt to make things right with me or admit that there is an issue with their site, still my fault, why did I submit 17 times? I had to repeat my self over and over that I tried four times! One went through! Where's my license? Reply was what about the other 13 times? WTF! Who cares! It's your problem obviously, what about me?

So far no one has spoken up on their behalf, only replies and PMs I've received is from people who have sided with me that the situation is a terrible attempt at customer service and very frustrating! I was worried when I did this if I'd just get flamed for complaining...

[gearhead1]

EagleMark- I was referring to your opinion on this issue with this company, and I think it will have an effect, because of who you are.
So many people trust your opinions and knowledge about EFI that it will have a negative effect as "word of mouth" goes a long way in business.
If I posted this original thread here do you think I would curb as many people or have as much effect on this issue?... NO WAY!

QUOTE="I was worried when I did this if I'd just get flamed for complaining"

We all needed to know so we can make the right decisions about where to spend our hard earned money. I am sure everyboby looks at reviews on the net now about any big dollar items we are thinking about buying, and forums are where to look for this info not the actual site we are thinking of buying from.

[EagleMark]

Well thank you for your confidence in me! I was not trying to use my reputation in any way to influence, just stating the facts. I wish I was alone and it was only me that had this kind of poor customer service treatment, but I'm not alone and it's not a one time thing, it's just their way!

Most people are afraid to publicly complain as they will be shunned from any technical support. Which is a very important part of using this software. Looking at their forums you can see the technical difficulties in keeping software, hardware, firmware etc.. all in order for the product to even work. It is constantly a moving target with updates and fixes to updates and the rush to get newer controllers on market to keep up or surpass competition! Customer is really not a priority!

[highlander]

Well thank you for your confidence in me! I was not trying to use my reputation in any way to influence, just stating the facts. I wish I was alone and it was only me that had this kind of poor customer service treatment, but I'm not alone and it's not a one time thing, it's just their way!

Most people are afraid to publicly complain as they will be shunned from any technical support. Which is a very important part of using this software. Looking at their forums you can see the technical difficulties in keeping software, hardware, firmware etc.. all in order for the product to even work. It is constantly a moving target with updates and fixes to updates and the rush to get newer controllers on market to keep up or surpass competition! Customer is really not a priority!

JUst because there is a mixup doesn't mean that you are entitled to a free license as a penalty to them. I find it not fair that you have an issue and belittle their support. Support that has been for me TOP notch from day one over 6 years ago. I do understand the seeming frustration of the time difference but it is not fair to judge the level of support and quality on a single transaction.

I do understand that sometimes one gets frustrated on occasions but they don't deserve this bad posting and negative feedback over one simple issue. These things can affect business big time and one does really have to pay attention to that.

[Munchies]

Makes me not want to buy it

[steveo]

I find it not fair that you have an issue and belittle their support.

actually letting people know your bad experiences with a company is very fair.

i realize shit happens, but in a situation where it's an isolated incident, you'll find one or two peices of negative feedback online for hundreds of positive experiences.