Ordered HP Tuners 3 weeks ago, I haven't received my product. After several emails, no response.

Their website doesn't mention any exceptionally long shipping times...
It also doesn't give a phone number to call someone...

Is this the normal customer service I should expect?

If so I'll cancel my order and buy from their competitor.

 

They are probably sending you their new USB unit, which is just now starting to ship. Definitely not making excuses for them, but that could be why.

 

You are likely in queue for one of the new USB units which just began shipping last week (they've been keeping everyone up to date via the HP Tuners forums)

I don't believe any of the tuning manufacturers as of yet have a phone number to call (if they did, they'd never get any work done) so that's normal (however w/the Superchips agreement, they will be having a phone # in the near future)

What address did you send the emails to? They usually reply within hours of receiving the email, if not sooner, so perhaps you sent to the wrong email (should be using sales at hptuners dot com) or for some reason it's not being delivered?

 

I ordered mine 3 weeks ago also...I sent Keith an email and he said it should be shipping out today. I've always gotten a very fast response from Keith when I email them.

 

Jake, I just received your e-mail and responded.

I searched my entire e-mail database for any e-mails to or from you and show nothing.

If you sent them to sales, or me personally I would have received them unless our e-mail server dropped them as spam, which is possible.

- Keith, HP Tuners

 

"I don't believe any of the tuning manufacturers as of yet have a phone number to call (if they did, they'd never get any work done) so that's normal (however w/the Superchips agreement, they will be having a phone # in the near future)"

For some odd reason I find this true just in the GM tuning world. It doesn't seem to make this software and support better.

 

Agreed. I've bought standalones from other vendors outside the GM world and always had a phone number I could call. Its a shame the GM world is willing to put up with not having one IMO. For either of the big two, having a phone number to call would differentiate you vastly from your competition to many people.

 

****! I Just Ordered Mine Last Week Hope Its On Its Way Soon!

 

I ordered mine Friday the 17th. I hope to have mine soon as well. Hopefully this week.

 

I would be estactic just to have my latest version of HPTuners on a CD. Not a lot to ask!

 

I am an existing HP Tuners customer, and I can assure you their customer support is top notch. Perhaps they are busy at the moment with a new product release and want to get the new product perfect. I can only speak from experience. I brought the HP tuners 1Bar SD tune, tried to put it in my car, I was locked out, I couldn't reflash, the car ran okay, I done something in the wrong order, I coldn't get this new OS loaded. I emailed Keith at HP Tuners, withing hours i had a reply, and something to try, emails after then were like 20mins apart, BIN files being emails, Keith editing them. It was 1 to 1 personal support, got the car sorted and now happily running the 1 Bar SD tune thanks to Keith.

 

you could go to your customer login page, download your latest version & copy the setup file to a cd.

 

I got home today to find my package under my carport. I wont be able to play with it till Sunday or Monday. The package shipped to me out of Superchips Florida yesterday which is one day to me. I had a preorder not a swap out.

 

We typically don't participate much on these boards, but I feel as if I have to chime in here to give credit where it's due.

We have all three major, mainstream software/scanner tools here in-house, including a couple of proprietary tools we use for specific vehicles and every-single one of them are excellent to work with depending on what you're doing. The folks behind the scenes that produce such software are often very responsive and helpful also in every instance where I can remember. One though, stood out tonight...

Let me explain:
We had just received the latest LS2/LS7 software tools from HPT the other day and tested it's functionality on a 2006 H2 Hummer SUT and a 2005 C6 Corvette. The new software loaded on our PC cleanly, easily and started right up properly the very first time we used it. (no bugs, which is uncommon w/ new hardware when it's new) We were off and calibrating in no time...

Shortly after we started on the H2, we found that there was a GM-SPS cal. file revision that was released just last week, (2-20-2006) so we uploaded the latest flash file into the box to use as the foundation. The software would read the new file fine, edit to the new file fine, but would not upload it into the truck properly due to an O.S. update from that latest GM-SPS file.

I emailed Keith at 7:30 pm to inform him of the problem and pleaded with him to get us a fix for this problem before the next day, because the customer was flying in on a one-way, non-refundable $700 plane ticket from Florida to pick up his truck the next day so he could drive back home. I included the new GM-SPS file in the email for him to look at as well.

Within 10 minutes, Keith had responded back to me and said, "I'll have something for you shortly". About 1 hour later or so, he emailed me back a beta file that included the fix for the problem I was having. I loaded the new software version into my PC with ease and everything worked flawlessly once again. To say that myself and my customer were overjoyed was an understatement, for if Keith and his crew had not taken the time to help me on such short notice this late at night, we would certainly have had to eat that $700 plane ticket and the customer would have been boiling mad.....

Needless to say, the truck is done and it made exceptional power for which ourselves and the customer were very happy to see. HPT made the customer's day!!


With that said, I was *VERY* impressed with the outstanding level of support Keith, Chris and Ken provided us when we were in a jam. They answered their emails almost as quickly as if you were talking to them on the phone and they seemed to understand the situation enough to step up to bat for the home run.

It's not too often these days when a software company such
as their's provides the level of support and rapid response time as they did,
so it's quite refreshing. They've done a great job here and we're really glad we purchased the product to add to our tuning software "tool box".

What they've done here tonight on such short notice meant a lot to us and our customer. Often times, the measure of a good company is often dictated on how they handle the challenges for their customers when the road gets rough and they did a fine job!

Kudos to Keith, Ken and Chris for a job well done from two very satified customers on this end! Keep up the good work and the success will continue to follow.

Sorry this was so long, but credit had to be given where it was due.


Respectfully,
Phil
Dynotech Engineering Inc.

 

My experience was exceptional. My son's 16th birthday is tomorrow. I had promised him a tuning package for his LS1 powered 88 TransAm GTA that we just got running a few weeks ago. I like to read and learn everything I can about something prior to making a purchase. I went back and forth between a couple of products and read about every forum I could. Finally made the decision to go with HPT. Only problem, all my research put me way late in the game on placing the order. Mentioned it to Ken via email and he said he would do what he could for me.

UPS just dropped off the box a few minutes ago.

That's my only experience with them so far but sure was a good way to start off. I work in the software industry and know what a new product release is like. Best I can tell these guys have done a pretty good job of handling this one.

 

What date did you originally place your order?

Thanks,
Tim

 

I placed the order Tuesday morning, 2/28. Thankful to Ken, I would have felt pretty bad (guilty dad syndrome) if all I had to wrap up was a Paypal receipt showing that I had ordered it. Hopefully now we'll be reading the file and doing some scanning tomorrow to see where we're at right now.

 

I'm glad you got yours but it's pretty crappy that I placed my order on 2/9 and was told this morning that mine wouldn't be shipping out until next Wednesday. WTF?

This bites.

I have two cars waiting to be tuned and I can't do squat because we had to send our V1 cables back. I spent money for the upgrade, I spent money to send the V1 back, and I can't make any money because I have no hardware. Someone orders 3 days ago and has it in their hands. I'm getting really tired of this situation.

--------------

*update* I've been exchanging e-mails with Keith and he is being very helpful.

Tim

 

I got my 2.2 and new cable today. Complete with free superchips stickers.

 

ummm I placed my order 12/16 and didnt get it until yesterday......everybody has played the waiting game.

Chris