SilverBullet07, I just notice you had your name posted in your profile here, so we were able to look up your order and tuning info. It seems there is an anomaly in the list of modifications that you sent us to tune for. On the Custom Tune that you requested you had listed Stock for your air box, meaning you did not request a tune for your JLT CAI.
Our tuners write the tunes exactly as the customer requests. And since the JLT CAI was not on the sheet you submitted, it was not tuned for. I apologize for this inconvenience, but it is a simple fix. Dan from our SCT department will be contacting you today to get this taken care of for you.
-AMNick
I was reading this thread, and thinking that the OP made some kind of mistake, and quite frankly I still think he did, as AMNick said in the posts above this one, but when I read this quote, I had to chime in.
If I were purchasing a CAI, and you asked what mods I had, I would tell you factory air box, because I would assume that common sense would dictate that the CAI I was purchasing would be installed in the vehicle in question.
I run into this all the time: purchasing 2 products from one store and nobody at the store can correlate the 2 purchases, resulting in incompatibility. I understand that sometimes the items come from different departments, but that is just an excuse for poor customer service. You should never let your procedures or systems dictate your level of customer service. If your system of doing things makes it difficult on the customer, then change it.
Who better to spot a potential incompatibility in an order than your tech? If you include a complete invoice of purchased products with the work order to load a tune onto the SCT, and the tuner sees a CAI on the order that is not compatible with the tune he has picked out, at the very least he can question the order with either the customer or your own customer service department. Sure, this might cause another day's delay in the order, but which is worse, getting an order a day later or getting the wrong order?
Bottom line, it's a great excuse for what happened, and I am sure there are other issues at hand, but if I had ordered a CAI and tune, and the tune did not take the CAI into account, it would be the last order I ever placed with your company, regardless of whether I specified the CAI or not. Everyone makes mistakes, but in my mind, there is nothing worse than laying the blame on someone else, particularly the customer.
One more note: If you think my criticism of your customer service is bad, just look at how many well respected competitors you have out there. I could have just written you off as a potential source for products and purchased my next mod from your competitor, but instead I chose to point out what I perceive as a huge weakness in your customer service, in hopes that you will fix the problem. In my mind, you cannot afford to be perceived as the company that can't sell two products that work together, then blames the customer when the mistake is found.
Of course, I'm just a customer, what do I know..?
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2006 GT Premium Vert, 5 spd, Tungsten Grey Show: Painted gloss black stripes, Street Scene Gen 1 body kit, side and hood scoops, CDC light bar, sequential tails, purple underglow, 8" shorty antenna, redline hood struts, Steeda Ultralights, 20" Chrome Killers, S.O.S. pillar & 3 gauges. Go: J&M LCA's & Adj. UCA, J&M Adj. Panhard, CHE LCA reloc brackets & torque limiters, 3.73 gears, Kenne Bell Stage 1 2.6l supercharger.
...440rwhp/401rwtq
I was reading this thread, and thinking that the OP made some kind of mistake, and quite frankly I still think he did, as AMNick said in the posts above this one, but when I read this quote, I had to chime in.
If I were purchasing a CAI, and you asked what mods I had, I would tell you factory air box, because I would assume that common sense would dictate that the CAI I was purchasing would be installed in the vehicle in question.
I run into this all the time: purchasing 2 products from one store and nobody at the store can correlate the 2 purchases, resulting in incompatibility. I understand that sometimes the items come from different departments, but that is just an excuse for poor customer service. You should never let your procedures or systems dictate your level of customer service. If your system of doing things makes it difficult on the customer, then change it.
Who better to spot a potential incompatibility in an order than your tech? If you include a complete invoice of purchased products with the work order to load a tune onto the SCT, and the tuner sees a CAI on the order that is not compatible with the tune he has picked out, at the very least he can question the order with either the customer or your own customer service department. Sure, this might cause another day's delay in the order, but which is worse, getting an order a day later or getting the wrong order?
Bottom line, it's a great excuse for what happened, and I am sure there are other issues at hand, but if I had ordered a CAI and tune, and the tune did not take the CAI into account, it would be the last order I ever placed with your company, regardless of whether I specified the CAI or not. Everyone makes mistakes, but in my mind, there is nothing worse than laying the blame on someone else, particularly the customer.
One more note: If you think my criticism of your customer service is bad, just look at how many well respected competitors you have out there. I could have just written you off as a potential source for products and purchased my next mod from your competitor, but instead I chose to point out what I perceive as a huge weakness in your customer service, in hopes that you will fix the problem. In my mind, you cannot afford to be perceived as the company that can't sell two products that work together, then blames the customer when the mistake is found.
Of course, I'm just a customer, what do I know..?
Well I pretty much agree with you 100%, and personally would also be disappointed if I was a customer right now in the same situation.
The way the system is currently set up, the tuner doesn't actually see the order, just the tune information sheet the customer submits. The actual order is printed and goes to the warehouse so they can get the CAI ready to go.
This seems like a great idea in theory because the order will ship faster if the CAI is ready to go and the customer gets the exact tune they ask for. But there in lies the problem...the tuner had no way of knowing with this system that tuner was part of a kit and the submitted customer information might not be correct.
That definitely needs to be changed in my opinion, because this is something we should be able to easily catch and prevent from happening. I can tell you that since this problem was identified this morning, the SCT Department and the people that work on the back-end of our order system have already been working on creating a solution for this and hopefully will have it ready to go today.
Sorry if I sounded like I was passing the buck to the customer with that post...it wasn't my intention. I was just working with the brief explanation I got from the SCT department at the time. This is definitely not completely the customer's fault, we should have been able to catch the flub, which is why I again apologize for the inconvenience. And I am sure whatever the SCT department comes up with today, will prevent this from happening in the future.
Thanks,
AMNick
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Nick AmericanMuscle.com
7 Lee Blvd Suite 100
Malvern, PA 19355 USA
1-(866)-727-1266 Toll Free
Very interesting read. Personally, I'm impressed with the response that AM Nick has given here. At this point in time, AM will continue to get my business (whenever I have money, that is).
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2002 Ford Mustang GT - Auto
True Blue Metallic Previous-Owner Mods:
Steeda Underdrive Pulleys, 4:10 gears, Pypes O/R X-Pipe, custom CAI, 65 mm Throttle body/plenum
haha, i second that. AM is my favorite site to get my mods from...i just wish i had an AM sticker to advertise on my rear windshield with the rest of my stickers. that, and an SCT one would be nice to get a hold of. anyways, theyll continue to get my business. they always tell me 4-5 business days...i get it in 3!
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2006 4.0 V6 Mustang/X Charger #128 Mods: Too many, check out my profile. Probably currently under modification...
man, i have a lot of things to address. first things first, Dan from AM did give me a call and gave me a ton of options to get this new tune. another thing, to the guy who said AM passed the blame onto me, that is not quite the case, neither Nick, in his post, or Dan on the phone insinuated that it was my fault. nick said it was anomaly, and dan mentioned nothing, he even said "HE tuned the car for the stock airbox". i am also not one to pass the blame unless it is deserved, yes, they should have known that i bought the combo, but i also should have had the common sense to click the JLT cai. i really have no one to blame but myself. i sincerely do apologize for my "hot-headedness" and i do agree with the posts above me, american muscle is and will be one of the best aftermarkets parts stores available.
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2007 Satin silver 4.0-"Sadie"- Dual Pypes Violators, JLT CAI and 93 bama race tune, motive 4.10 gears and FRPP T Lok BEST E.T.- 14.485 AT 94.1
1985 Regatta Blue 'vert 5.0 LX-"Sally" 87 5.0 motor, Holley 600 4bbl carb, edelbrock high rise intake, MSD ignition, 1.7 Roller Rockers, underdrive pulleys, A/C and smog delete,BBK O/R H-pipe, flowmaster American thunders. transformed from a 3.8 to a 5.0!
man, i have a lot of things to address. first things first, Dan from AM did give me a call and gave me a ton of options to get this new tune. another thing, to the guy who said AM passed the blame onto me, that is not quite the case, neither Nick, in his post, or Dan on the phone insinuated that it was my fault. nick said it was anomaly, and dan mentioned nothing, he even said "HE tuned the car for the stock airbox". i am also not one to pass the blame unless it is deserved, yes, they should have known that i bought the combo, but i also should have had the common sense to click the JLT cai. i really have no one to blame but myself. i sincerely do apologize for my "hot-headedness" and i do agree with the posts above me, american muscle is and will be one of the best aftermarkets parts stores available.
Thanks SilverBullet07, and once again I do apologize for any inconvenience this caused. If you need anything else regarding this, just let Dan or I know!
Thanks,
Nick
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Nick AmericanMuscle.com
7 Lee Blvd Suite 100
Malvern, PA 19355 USA
1-(866)-727-1266 Toll Free
This is an example of how adults cope with a tough situation, focusing on becoming part of the solution instead of pounding the problem into the ground.
Cudos all around. I have been around the business world for a very long time, and I can say that EVERYONE makes mistakes from time to time, but you JUDGE them by how they handle what comes next.
The Japanese have a near-religion which (to boil it down) revolves around the concept called "the pursuit of perfection". Note that the goal is NOT "perfection", but its "pursuit".
AM will NEVER achieve "perfection", but they definitely do a good job in the "pursuit".
Pax.
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tripleblack
"You can never be free until you let yourself go."
Good ending
