I bought a TST CR49 from ETR Diesel out of TN on March 1st. Paid $17 extra to have it shipped "expedited". It came ground from TST on the 10th. I called ETR and they stated they paid for the expedited shipping....I don't know and figured at the time I'd just eat it and move on.

Upon installing the TST, there was no boost elbow per the instructions. Called TST and they shipped one out via the postal service. It arrived 13 days later.

After installing the TST I was just overwhelmed with joy. The power is awesome. The only problem, the cool down functions did not work(one of the big selling points to me). I called TST on Monday the 13th cuz I was sure it was something I hooked up wrong. I was told Danny would have to call me back. On the 16th after no return call I called Danny. It was then determined the timing harness was bad. I did not receive a new harness till the 23rd.

The new harness has a cloth cover like they used in the '60s as compared to the split wire conduit the first harness and all vehicles seem to be using today. Well, the new harness didn't work. The cool down function still does not work so off comes the box and controller to be shipped back.

I shipped TST the TST back on the 25th to arrive on the 27th. Now I am being told TST will "try to get to it this week, it is a busy time for us".

Am I expecting to much? I paid good money for an item that does not work and though everyone has been nice about it there seems to be no urgency in getting my item fixed.

$750 was alot for me to throw down for the TST but after all the reviews and discusions about them I figured it was worth it. It just seems to have taken too long to get this issue resolved.

?

 

Wow.......you take things like this better that I do!
I have had my own business for over 30 years, and I make a point to let my customers know that my business and home # is the same, so that if they have a problem ANY hour of the week, they can reach me, day or night so I can try to help them work it out. Service, Service, Service.

 

Sounds like typical business growing pains to me. I'm not saying you should take it, and I would certainly expect more. Get all your money back and wait a month.

 

That sucks man....I can tell you I had exactly the opposite experience. One of the connectors was bad on one of the cables and they overnighted me a replacement. Sorry to hear about your experience.

 

See, that is why I did business with them....that is the kind of customer service that I had expected but

 

I will say one word to you: QUADZILLA

 

I havent had any problems with my TST. But in there defence , They have been helpfull in sharing info & and have proved to be honest & accurate. Im sure they will resolve your problem. doug

 

I don't think they have been dishonest or deceitful just not in any hurry to get my problem fixed....I am also not really interested in another product...like the product and what it does (if it worked)...just not happy with the service.

I am sure they will resolve the issue with the TST just not in a timely manner like I had expected.

 

No where near the power and functionality of the PowerMaxCR. And if the VP trucks are any indication I don't think any other box will play as well with the Smarty when it comes out for the HPCR engines.

 

You probably should have just went through TST directly to begin with.
That leaves less chance for error or breakdown in communication and also will establish a relationship with vendor.

I am sure TST will help to make it right.
They have always taken care of me.

 

Other than the purchase all communications have been directly with TST. I bought there product from one of their retailers, does that not establish a relationship? It cost $150 more to buy directly from TST than one of THEIR retailers.

 

PsRumours, Maybe you weren't the only person that had problems with the timing harness....sometimes these vendors get busy and end up contracting out harnesses only to find out that if you want it done right you do it yourself. Your product has a warranty but it doesn't say they have to send it out by overnite. I had an intermittent problem with my pyro and harness and it took a week or so for me to get the parts. If you were stuck on the side of the road somewhere with a broken truck you would be priority one. If your box didn't work you would be priority two. If your pyro didn't work and you might cause engine damage you'd be priority three, cool down function not working thats a priority four in my book. I'm sure if your problem can be resolved it will be....but I'm sure you are not the only priority they have. They might have say 1000 tech calls a week to prioritize. Someone has to be 999, we'd hope it would be some sap with a 6 ohno though.

HaulinBut, If TST was dumb enough to give out their home phone numbers to a bunch of **** retentive diesel junkies like us I would doubt their sanity.

 

Maybe more power, don't know..... I had in mind Quad customer service, hands down winner...

 

Words of wisdom there....Give them a little time to rectify the situation, TST works real hard to make things right, sometimes mistakes happen and things fall through the cracks no matter how dedicated you are.

They are only human as as such prone to make mistakes just like the rest of us. Get mad when they refuse to help, but as long as they are working toward a fix in a reasonable amount of time (Not overnight).... That should be all any reasonable individual should expect.

They are good people out there, no doubt at all in my mind that they will make it right.

I received an item myself today that I ordered from an electronics firm, and lo and behold it doesn't function. I will send it back and await replacement, but I won't expect it to happen over night.

The product may have been in perfect condition when it left the warehouse, and it could have taken a hard jolt somewhere in transit that didn't even bruise the box.

Things like that happen and it is always best to wait for the outcome before ripping a vendor to shreds in the forums. I have seen it done repeatedly, only to have the last post be a customer who was all smiles and spouting his appreciation for the manufacturer fixing the problem.

Have faith, everything is going to be OK... Take a deep breath and chill out

 

I don't think I have ripped them to shreds....I have said all along there is no doubt they will remedy the situation. I was asking if I was expecting to much and maybe I am. I didn't expect them to take care of me over night but didn't expect to still be working on the box a month after the purchase.

Yes, if I was sitting on the side of the road dead I would expect an over night solution but I am not so I don't.

If the box wasn't working at all I would be a higher priority than just the cool down function not working. Ok, but they have the box, so in my book, it's not working.

It's not just one thing with the box it's been the whole experience that has left me less than impressed. I have not stated is has been horrible, nor did I state I would never do business with them, it has just been less than impressive.

Larry, if you were still dealing with that piece of electronics after a month what would your feelings be?