So a couple weeks or ago my buddy schedules a dynotune appointment with TSP for today at 1:30pm. They didn't schedule for last friday because Jason was going to be out of town so they put him down for today. We are on our way out of town and talking and I tell him a story that i'll go into further in a second. Anyway after the story he calls TSP to confirm his dynotune appointment and TSP tells him that Jason is once again, out of town. Naturally we get a little pissed off because he hasn't heard anything from TSP about this. Had we not called on the way out of town we would've wasted all that time and gas driving over 3 hours to Lubbock for the tune. We also lost all those hours at work today for taking off for this trip. Needless to say, we aren't happy.

This isn't the first time this has happened. The story I spoke of was another dynotune appointment my other friend Patrick scheduled a week ahead of time about 2-3 months ago. We left early one thursday and made the trip up there for a dynotune appointment he had scheduled at 2pm that day. We get there around 1:30pm and have to wait a good 20-25min because of a late lunch they took, no biggy. They finally show up and we go inside ready to see the numbers it'll put down. They tell us that Jason is out of town all week for some CNC training classes. They neglected to inform my friend of this so we wasted a 6+ hour round trip. This situation they made "right" by not charging him for the tune when he finally did get it done(his motor also took a **** on the way back home after that tune but thats another story).

Today they basically told my friend to bug off. They offered nothing to make it right and made up this story that they had tried calling him but he never answered his phone(use voicemail maybe?). He has missed no calls from them, he knows the lubbock area code so he wouldn't have ignored the calls. Pretty lame.

So this is not once but twice that TSP has done this to 2 different friends of mine. Makes me wonder how many other people have had this scheduling issue. TSP really needs to get there **** straight with scheduling dynotunes, either that or train one of the other employees to do the tuning or hire another tuner. This is a bit ridiculous if you ask me.

 

I'm very sorry that I am out of town late this week. We're running behind on getting the new PRC cylinder head machining finished up.

However, we asked you for a phone number the day you scheduled the dyno tune. We've been calling you at that number from Tuesday on. I cannot help it if you do not answer or return the calls we've left with you. I'm very glad we talked with you before you left for the trip, but I honestly had the guys call you many times trying to contact you.

I specifically told them to cancel you off the tune list & don't reschedule after the round of profanities you've thrown at my employees & hanging up the phone on them. This isn't high school man, if you had acted like a grown up we would have done everything we could to make sure we make it up to you.

Like I said I'm terribly sorry I'm out of town working on the cylinder head, but this is exactly the reason we got the phone number to call you. We always try to call the customer if any issues pop up.

Your other friend hurt a motor on a nitrous back-fire. Your post implies that the tune somehow hurt your friends engine, and that is simply not the case.

 

I was the person that your friend spoke with the second time he called. The first phone call was with one of my sales guys where he decided to swear at him and hang up. It's like I told your friend on the phone, I do not want a pissed off customer. Do you really think we never called him? Do you think that I want a customer to take a day off from their work and waste expensive gas driving to our facility to NOT be able to tune his vehicle? We knew Jason was leaving town on Tuesday, and we've been calling since then. We tried calling THREE times yesterday, twice from Jon and once from myself. I am sorry that Jason was out of town, but this is the exact reason we get every customer's phone number! It is out of our control if the phone is never answered. Not once did your friend give me the opportunity to help him. When you decide to swear at us my willingness to help stops. I would have been more than happy to offer him a free dyno tune for the inconvenience. When I spoke with him, he told me how much he has spent, how we shafted his friend, and he was taking his business elsewhere. He hung up again. I never had an opportunity to offer him a solution to the situation. I told him that we've been calling since Tuesday, and in so many words he said that we were liars. I would have been more than happy to offer him a dyno tune, but he felt the time was better spent screaming and swearing. I've yet to see one time that screaming and swearing has ever been a solution to a problem.

I feel it is best that your friend and I agree to not do business with each other anymore. We are happy to help ANY customer in any way possible, but his behavior is inexcusable. We will extend the same amount of respect that we receive.

Trevor
Texas Speed & Performance

 

Just so you know I am not Lane, you can see from my screen name my name is Jason(people call me Jay). I was riding along with Lane today for the trip up there, he is the one that you spoke with on the phone and it was his car you were to tune. Just to clarify that. I am just posting because he does not frequent LS1Tech and this is not once but twice I have witnessed this scheduling problem you guys seem to have lately. Lane claims he never received any calls or voicemails from you guys, which I believe. There would be absolutely no reason for him to ask off work and plan a trip to get a tune knowing good and well his tune was cancelled.

I can't apoligize for him but yes he was angry.

 

I don't find it a stretch that you guys didn't attempt to contact him because like I stated it wouldn't be the first time. My friend Patrick and I went up there 2-3 months ago for a tune and got all the way there and got turned back away because Jason wasn't there. There were no attempts to contact him about his dyno tune, in fact you guys didn't even have him on the schedule up there which means somebody either took him off assuming he was called or you never added him to the schedule. Anyway, just clarifying, I was in the car and yes Lane was very hot headed on the phone but I wouldn't be happy either.

 

I called the number we were given 3 times leaving a voicemail with no response. Phone number end 6545 and it says it is the voicemail for Lane. Might want to check the voicemail for that phone.

Jon

 

Personally checked his voicemail and there is no message left from TSP. It's not common for Lane to miss a phone call but when he does he always calls back. When he see's a missed call from the Lubbock area(not a common area to miss a call from for him), there is no way he would not return it. He has the TSP number saved in his phone, why would he ignore the call? Better yet why would he ignore a voicemail that would tell him the session was cancelled? How could he possibly benefit from that?

Anyway, I would like to reittirate my original suggestion. You guys are a company selling parts nationwide; supporting(tuning) the products you sell should be one of your main concerns. Having only one single tuner to take care of everyone doesn't make sense, you guys need to train other employees to do the tuning(rather than making them a glorified answering service) or you should hire another tuner with that being their primary position and have Jason pickup the slack when needed.