First and foremost, thanks to the LS1Tech.com member who brought this to my attention.

Secondly, while one point is correct (torque reading), there are several others that need clarifying:

1) Appt Date - When Mr. De La Garza and I spoke on the phone, he indicated that he wanted to make an appt for 5/14 at 2:00PM. This was done and reflected in our appt book.

I was more than a little surprised when he and his friend turned up yesterday at 1:15pm - on a day when we were booked solid with scheduled tunes already. I asked him who he spoke with to schedule the tune and he indicated my sales manager who was off yesterday. I called my sales manager on his cellular phone to discuss the situation and he did not recall discussing moving the appt at all with you.

I know that miscommunications happen in all walks of life and business and I wasn't going to ask you to come back given that I knew that you had driven in 2.5 hours from Corpus Christi so ......

My tuner was out of the shop and wasn't scheduled back until 2:45 pm when he was planning on tuning another customers car that was supposed to arrive (and did) at 2:30. In order to get both your cars retuned, I worked with my other customers yesterday afternoon changing times and offering them discounts for asking them to wait additional time. We close at 4:00 on Saturdays normally - it was almost 8:00 by the time we got finished last night.

I'm not trying to sway your viewpoint on this - just making you aware of another perspective.

Relative to price, our retune is $75.00 - I agree 100% with that, but that does not and has never included dyno time. When I became aware that you were unaware of and upset by this, I immediately discounted it by 50%. This was on top of the 33% shop to shop discounts that I extended to you initially on the tune last year and the discounts on all the parts you've purchased from us.

While retuning your vehicles yesterday, we did have a problem reading torque on both of them and based upon that and your apparent unhappiness, I will refund both the retune and dyno fees that you paid in the interest of customer service. Please give me a call Monday at (281) 870-8787 and I'll either send you a check or credit back your credit cards.

I am sorry that you feel we treated you badly in any shape or form and wish you all the best in your search for a new shop to work with.

Sincerely,

David Coates
Chief Operating Officer
Motorsport Technologies

 

Sounds like pretty good customer service to me.

 

Very professional, David has always been very courteous when I've went by the shop, or purchased something!!!

 

I got my lid shipped from MR.Coates as promised. Mine was cracked. He is a great manager and with his response to you I cant see nor argue with what he is doing for the customer Be glad he takes the time to cope with issues like this. Others would just keep your hard earned money and wouldnt even think twice. Good job MTI

 

I have never had a problem with MTI. Even though I have only bought small things, i.e. FLP clamps and Borla plates. They have always treated me like if I was spending alot of money on my car.

 

great job David, you guys handle things the right way, i never had a problem with you guys!!! i wish people wouldnt start these kinds of threads when they run into small problems as such!!

 

thats what I'm thinking too

 

I can understand going public AFTER my pleas fell on deaf ears, but most people just get a little too impatient.

 

when i took my car to mti to get retune at mti I called first it was a saturday morning they said they were all booked they said they were more than glad to do it on monday I took monday and did it right away they seem very friendly and did a good job.

 

****.....now that seems like Good customer service to me....WoW!

 

David Coates...... MTI

Sounds like some great customer service from MTI, again.


Peace,
Craig.

 

I like the customer service that David gives!!!!!!!!!

 

Yeah the only thing that could make it better is for David to take us out to lunch LOL!

 

dang.....and i thought my company had good Customer Service.

 

I'm still finding it quite humorous that someone thought that $75 re-tunes included Dynojet time. Considering that Dynojet time alone typically costs that price, how could anyone come to that conclusion? I thought it has always been pretty clear that MTI does bench tuning AND Dynojet tuning, as they are different methods. Jayson has tuned so many of these cars that he can typically nail them dead perfect on the bench alone.

 

I love MTI... I think I might marry them!!!

 

Ledfoot, the proper course would have been for you to have tried working this out with MTI first before posting it on here. David is a very fair manager and will bend over backwards to make sure customers are happy. One thing to consider in your search for a new shop, Jayson is hand down the best LS1 tuner around here. He's got more experience tuning LS1's than most of the others guys have combined.

 

That's a fact Tony seen him do it many times.

 

Great job MTI!
Never had a problem with them either.

 

I have never had a problem with MTI. Their service is top-notch.