Up-Rev Customer service!
Thread Starter
|
Registered User
Joined: Jan 2010
Posts: 175
Likes: 1
Up-Rev Customer service!
Or lack of it in my case, I originally sent them a contact via their on line form. making various inquiry's about the Osiris Tuner package, regarding its capabilities and licensing etc.
OK fair enough i get a reply, but from a local tuner here in the UK, and OK initially thats fine, but for the fact that the tuner is trying to tell me that the functions that are quoted on the Up-Rev website cant be done, namely live mapping,
and that i also cannot buy an additional license , should i want to tune a second car or a friends,
I also requested help regarding building a stand alone cruse control switch, for map switching, for which they make an offer help with, on the site,
the UK tuner wants to sell me his own version of a switch, that i could quite easily build myself with a little help from Up-Rev.
Basically i am at the mercy of whatever policy's that the UK sellers want to dictate, which i am not happy about, as it restricts my abilities to use the software etc the way up-rev intended.
I sent another inquiry to the Up-Rev info email address around six days ago now, and still haven't had a reply, so yesterday i sent another, hoping to get a definitive reply to my questions.
Now my point being is their customer service as bad as it seems? do you guys have problems getting communication's returned, and questions answered?
or is it just that i live in another country!
what annoys me is that some companies are happy to sell there products to to other country's and reap the rewards, yet when it comes to support and help they are not interested
Is this the case with Up-Rev? or have i just been unlucky so far, i must admit it kind of puts you off purchasing their products, now I'm wondering if i should be looking elsewhere for my requirement's.
OK fair enough i get a reply, but from a local tuner here in the UK, and OK initially thats fine, but for the fact that the tuner is trying to tell me that the functions that are quoted on the Up-Rev website cant be done, namely live mapping,
and that i also cannot buy an additional license , should i want to tune a second car or a friends,
I also requested help regarding building a stand alone cruse control switch, for map switching, for which they make an offer help with, on the site,
the UK tuner wants to sell me his own version of a switch, that i could quite easily build myself with a little help from Up-Rev.
Basically i am at the mercy of whatever policy's that the UK sellers want to dictate, which i am not happy about, as it restricts my abilities to use the software etc the way up-rev intended.
I sent another inquiry to the Up-Rev info email address around six days ago now, and still haven't had a reply, so yesterday i sent another, hoping to get a definitive reply to my questions.
Now my point being is their customer service as bad as it seems? do you guys have problems getting communication's returned, and questions answered?
or is it just that i live in another country!
what annoys me is that some companies are happy to sell there products to to other country's and reap the rewards, yet when it comes to support and help they are not interested
Is this the case with Up-Rev? or have i just been unlucky so far, i must admit it kind of puts you off purchasing their products, now I'm wondering if i should be looking elsewhere for my requirement's.
Last edited by Tricky-Ricky; Jun 9, 2011 at 06:39 PM. Reason: Apparently i ramble!
Your post is difficult to read. I can understand why they do not respond if your e-mail to them rambles similarly. That said, it sounds like your primary issue is with local tuners, not UpRev.
Thread Starter
|
Registered User
Joined: Jan 2010
Posts: 175
Likes: 1
I have edited my post a little, so perhaps now you can now understand it, i was a bit pissed off when i wrote it,
I really cant see any reason for a company to ignore or not bother to answer email inquiry's, simply because they are not composed in a given manner, that would likely cover 80% of all email correspondence's
In any case, my inquiry was not by any means a ramble, my problem as i state, is with Up-Revs lack of communication, not the UK retailer/tuner.
I really cant see any reason for a company to ignore or not bother to answer email inquiry's, simply because they are not composed in a given manner, that would likely cover 80% of all email correspondence's
In any case, my inquiry was not by any means a ramble, my problem as i state, is with Up-Revs lack of communication, not the UK retailer/tuner.
I'm gonna be honest, I've not been impressed with uprevs support over email. may be a little different if I called but I shouldn't have to. I believe uprev is at a point where they should have someone dedicated to answering email inquiries in a timely manner. I've had to send multiple emails just to get one response. I assumed it may have been a spam blocker but once they respond it seems to happen again, takes weeks to receive a response some times if at all. I was openly willing to give them my money and they still couldn't give me a straight complete answer over email.
I've talked to others who think they they are great, I'm assuming they met in person or over the phone because their email support is defiantly lacking.
I've talked to others who think they they are great, I'm assuming they met in person or over the phone because their email support is defiantly lacking.
Thread Starter
|
Registered User
Joined: Jan 2010
Posts: 175
Likes: 1
Its very off putting, and it certainly doesn't do their prospective sales any favor's, a good 80% of companies deal over the Internet these days.
The point being that i am ready to buy, but i do need to know the answers to some questions before i commit, otherwise it pointless if I'm not happy about, or unsure of function facts, or support.
I have bought from, and dealt with US based company's before, and never had this much trouble with communication's,
and i would agree that considering the recent amount of hype and the amount of trading they must be doing, surly they could afford some dedicated office/sales staff by now.
The point being that i am ready to buy, but i do need to know the answers to some questions before i commit, otherwise it pointless if I'm not happy about, or unsure of function facts, or support.
I have bought from, and dealt with US based company's before, and never had this much trouble with communication's,
and i would agree that considering the recent amount of hype and the amount of trading they must be doing, surly they could afford some dedicated office/sales staff by now.
Joined: Mar 2009
Posts: 18,299
Likes: 1,488
From: By the sea, Tx
G35 sedan w/ too much money in mods
My experience a month ago at UpRev in Austin posted on another forum;
Alright here's my report. I will apologize in advance for the length of this post but I need to vent a little.
Had an appointment at 1 PM that I set up with Rich last week. I was happy they agreed to use the $100 deposit I put down last summer and only charge me for the license and not dyno time so I paid $325 today with the total coming out to $425. That's where my good vibes ended in this process. Arrived at the wrong place at 1 PM, they had moved from their old location in Feb. to 10200 N Lamar and haven't updated their web page or phone listing and failed to mention it to me when I set today up. No one present, I called their number, got voicemail which directed me to send a text for a more prompt response, and waited about 15 minutes to see if they showed up or called/texted back. By this time I started to think something was up so I asked a couple of guys that worked in the same little strip if they knew what was up. The first didn't have a clue and the second guy I asked told me basically where they moved to. Re-energized I got in the car and made my way to the new location, excitement creeping back in (little did I know what was coming). I get there and the doors are locked and it appears no one's there either. By this time it's 1:30 and I'm like WTF?? So I knock on the window and a guy magically appears, unlocks the doors, and lets me in. He asked me what I needed and told him I had a 1 PM appt. to get tuned. Oh cool he says, the guys are out to lunch and should be right back. Having my computer I thought no worries I'll just get a little work done while I wait. I ask this guy if they had wi-fi and he says yes but I don't know the password. So I grab a magazine and my phone to check the forums, and discover they have a guest access to the wifi that doesn't require a password. So I grab my laptop to get some work done and my excitement starts to build again. (silly me)
The gang comes rolling in at 2:05 and Jared tells me he needs to finish up a few things tuning related on a G37 coupe that they installed the new Stillen supercharger on. (Freaking beautiful I can say now) Rich apologizes for not getting back to me because they were in a place that didn't have wifi so I go back to the laptop and a little before 3 Jared moves the coupe out and me in. My excitement started to build again (you'd think I would have learned by now right?) and he proceeds to begin the tune. Lo and behold he makes his first 2 pulls with my e-brake on (seriously?). With nary an apology in sight, I'm starting to get a little irritated inside. I had advanced my timing one degree last summer and the first pull on the dyno went 223/202, remember I dynoed 240/220 last summer in brutal 102 degree summer heat. So Jared and I talk and I hadn't mentioned that I had advanced the timing so he resets it back to stock and we pull a 237/203. Hmm, HP looks OK but torque's down 17 from my last dyno run? That will definitely come back with a vengeance after the tune, right? (Will I ever learn?)
Final results were:
Before HP-237 Torque-203
After HP-243 Torque-209
All Jared could say at that point is maybe because my engine's getting old it's losing power. Really now?? It would lose that much torque after 15,000 more miles, OK. So with the tune I ended up with 3 more HP than I had last year, and 11 lb/ft less torque. Interesting experience is all I can say.
But there is good in this story and I'll share it with you now. I was running extremely lean, in the mid to high 13s which is dangerous for the engine and after the tune it's down to a really flat 12.72. Score one for progress!! The throttle response is waaaay better in MM (woo hoo more progress), 1-2 and 2-3 shifts snap me back in my seat a little but seems slower than before in D (mixed feelings here). I can scroll through 5 maps (which is really cool in my book):
1. Performance
2. Low octane tune (for 91 and down)
3. Valet, car won't exceed 40 MPH or 3500 RPMs
4. Economy (Higher AFR, 4500 rev limit)
5. Stock
Engine feels a lot smoother and it really jumps in the 3000-6500 RPM range. Made me smile (finally, something to smile about, whee) and I started to think about a call I need to make tonight that should put another smile on my face as I drove around in rush hour traffic. I ended up leaving Uprev after 5. So the inner conversation begins. Did I set my expectations too high for my limited mods? Was it worth the money? Should I just have gone ahead and bought a Sprint Booster? I finally figure out that I'm OK going through with it for the price I paid. If it had been a couple of hundred dollars more I would have been really cranky. They fixed the single biggest issue in the AFR adjustment. The lean condition was caused by my MD spacer and intake, so my bad. I got customized engine settings which will be really useful when I head out to Cali in September (they don't have 93 octane out there and I hear their 91 is crappy) I got to check out the new Gen 2 Stillen SC which was beautiful. And I got a really fun car to drive in MM.
Please don't take this in any way as a slam on Uprev or Osiris. A lot of this post was intended to be humorous, but I think they can definitely improve their customer service. Rich was very eager to share his knowledge with me and Jared was patient with me as I hovered outside the car while he did his thing. I still believe this is the best tuning software out there, you just really need to have more exhaust mods: exhaust, HFCs/ and headers (yup, Rich said done properly they will make decent gains after a tune) than I do to see any significant gains. So overall I would rate this experience a thumbs sideways.
Thanks for reading.
Had an appointment at 1 PM that I set up with Rich last week. I was happy they agreed to use the $100 deposit I put down last summer and only charge me for the license and not dyno time so I paid $325 today with the total coming out to $425. That's where my good vibes ended in this process. Arrived at the wrong place at 1 PM, they had moved from their old location in Feb. to 10200 N Lamar and haven't updated their web page or phone listing and failed to mention it to me when I set today up. No one present, I called their number, got voicemail which directed me to send a text for a more prompt response, and waited about 15 minutes to see if they showed up or called/texted back. By this time I started to think something was up so I asked a couple of guys that worked in the same little strip if they knew what was up. The first didn't have a clue and the second guy I asked told me basically where they moved to. Re-energized I got in the car and made my way to the new location, excitement creeping back in (little did I know what was coming). I get there and the doors are locked and it appears no one's there either. By this time it's 1:30 and I'm like WTF?? So I knock on the window and a guy magically appears, unlocks the doors, and lets me in. He asked me what I needed and told him I had a 1 PM appt. to get tuned. Oh cool he says, the guys are out to lunch and should be right back. Having my computer I thought no worries I'll just get a little work done while I wait. I ask this guy if they had wi-fi and he says yes but I don't know the password. So I grab a magazine and my phone to check the forums, and discover they have a guest access to the wifi that doesn't require a password. So I grab my laptop to get some work done and my excitement starts to build again. (silly me)
The gang comes rolling in at 2:05 and Jared tells me he needs to finish up a few things tuning related on a G37 coupe that they installed the new Stillen supercharger on. (Freaking beautiful I can say now) Rich apologizes for not getting back to me because they were in a place that didn't have wifi so I go back to the laptop and a little before 3 Jared moves the coupe out and me in. My excitement started to build again (you'd think I would have learned by now right?) and he proceeds to begin the tune. Lo and behold he makes his first 2 pulls with my e-brake on (seriously?). With nary an apology in sight, I'm starting to get a little irritated inside. I had advanced my timing one degree last summer and the first pull on the dyno went 223/202, remember I dynoed 240/220 last summer in brutal 102 degree summer heat. So Jared and I talk and I hadn't mentioned that I had advanced the timing so he resets it back to stock and we pull a 237/203. Hmm, HP looks OK but torque's down 17 from my last dyno run? That will definitely come back with a vengeance after the tune, right? (Will I ever learn?)
Final results were:
Before HP-237 Torque-203
After HP-243 Torque-209
All Jared could say at that point is maybe because my engine's getting old it's losing power. Really now?? It would lose that much torque after 15,000 more miles, OK. So with the tune I ended up with 3 more HP than I had last year, and 11 lb/ft less torque. Interesting experience is all I can say.
But there is good in this story and I'll share it with you now. I was running extremely lean, in the mid to high 13s which is dangerous for the engine and after the tune it's down to a really flat 12.72. Score one for progress!! The throttle response is waaaay better in MM (woo hoo more progress), 1-2 and 2-3 shifts snap me back in my seat a little but seems slower than before in D (mixed feelings here). I can scroll through 5 maps (which is really cool in my book):
1. Performance
2. Low octane tune (for 91 and down)
3. Valet, car won't exceed 40 MPH or 3500 RPMs
4. Economy (Higher AFR, 4500 rev limit)
5. Stock
Engine feels a lot smoother and it really jumps in the 3000-6500 RPM range. Made me smile (finally, something to smile about, whee) and I started to think about a call I need to make tonight that should put another smile on my face as I drove around in rush hour traffic. I ended up leaving Uprev after 5. So the inner conversation begins. Did I set my expectations too high for my limited mods? Was it worth the money? Should I just have gone ahead and bought a Sprint Booster? I finally figure out that I'm OK going through with it for the price I paid. If it had been a couple of hundred dollars more I would have been really cranky. They fixed the single biggest issue in the AFR adjustment. The lean condition was caused by my MD spacer and intake, so my bad. I got customized engine settings which will be really useful when I head out to Cali in September (they don't have 93 octane out there and I hear their 91 is crappy) I got to check out the new Gen 2 Stillen SC which was beautiful. And I got a really fun car to drive in MM.
Please don't take this in any way as a slam on Uprev or Osiris. A lot of this post was intended to be humorous, but I think they can definitely improve their customer service. Rich was very eager to share his knowledge with me and Jared was patient with me as I hovered outside the car while he did his thing. I still believe this is the best tuning software out there, you just really need to have more exhaust mods: exhaust, HFCs/ and headers (yup, Rich said done properly they will make decent gains after a tune) than I do to see any significant gains. So overall I would rate this experience a thumbs sideways.
Thanks for reading.
Joined: Mar 2009
Posts: 18,299
Likes: 1,488
From: By the sea, Tx
G35 sedan w/ too much money in mods
The update to that post was Jared quoted me the wrong torque numbers. When I looked over the dyno sheet the peak torque was really 228. And the day after the tune the car seemed to "wake up" and drive produced the same improved driving feel that it did in MM. Today I am still glad I got tuned for a LOT of reasons but I'm still disappointed in their service. I felt like an afterthought that afternoon and that isn't how a customer should be treated ever. I know a little about service expectations, I run 11 restaurants. 
Trending Topics
I don't work there but I do know some of the guys that work there and they're smart guys, but they are a small shop with 5 or so people as far as I know, so you'll have to cut them some slack. I'll give them the chance to respond to this, the main guy I know there is on vacation so it may be a bit before he gets my email.
From the sound of your posts I'm glad I never dealt with Up-Rev. I just called my tuner at SpecialtyZ told him I needed a tune and why, then made an appointment. Couple days later I got the tune, I couldn't be more pleased with the results....24 RWHP & 12.5 LBS torque increase.
Gary
Gary
Joined: Mar 2009
Posts: 18,299
Likes: 1,488
From: By the sea, Tx
G35 sedan w/ too much money in mods
I don't work there but I do know some of the guys that work there and they're smart guys, but they are a small shop with 5 or so people as far as I know, so you'll have to cut them some slack. I'll give them the chance to respond to this, the main guy I know there is on vacation so it may be a bit before he gets my email.
Thread Starter
|
Registered User
Joined: Jan 2010
Posts: 175
Likes: 1
I appreciate your input guys, so it seems that i am certainly not an isolated case, OK they are a small outfit, but i would still expect a better response, considering their profile and the increasing kudos of their products, Up-Rev tunes are becoming increasingly popular in the UK with Skyline 350GT and 350Z owners.
I suspect that they don't get to many inquiry's from private owners wanting the Osiris software in the UK, but i have been self tuning my own cars for some years, and enjoy it, N/A ECU tuning is a bit of a challenge to me, getting big power from turbo cars is rather easy in comparison, my last car was a 500+ BHP Supra
Lets hope that Up-Rev can live up to some of the hype on the website, however it does make me wonder how good the response is when it comes to those that require their email based etunes.
I will however give them some more time to respond before i decide write them off, but if i receive another email from a UK tuner wanting to twist my arm, i won't be happy.
I suspect that they don't get to many inquiry's from private owners wanting the Osiris software in the UK, but i have been self tuning my own cars for some years, and enjoy it, N/A ECU tuning is a bit of a challenge to me, getting big power from turbo cars is rather easy in comparison, my last car was a 500+ BHP Supra
Lets hope that Up-Rev can live up to some of the hype on the website, however it does make me wonder how good the response is when it comes to those that require their email based etunes.
I will however give them some more time to respond before i decide write them off, but if i receive another email from a UK tuner wanting to twist my arm, i won't be happy.
So what are your questions? Maybe some board members can help you out.
I've never had to directly contact UpRev, if I have a question, I just call up my local uprev tuner, Shawn Church. You should try contacting him, he's very knowledgable and I'm sure he'll help you out.
http://home.earthlink.net/~spchurch/id2.html
I've never had to directly contact UpRev, if I have a question, I just call up my local uprev tuner, Shawn Church. You should try contacting him, he's very knowledgable and I'm sure he'll help you out.
http://home.earthlink.net/~spchurch/id2.html
Thread Starter
|
Registered User
Joined: Jan 2010
Posts: 175
Likes: 1
So what are your questions? Maybe some board members can help you out.
I've never had to directly contact UpRev, if I have a question, I just call up my local uprev tuner, Shawn Church. You should try contacting him, he's very knowledgable and I'm sure he'll help you out.
http://home.earthlink.net/~spchurch/id2.html
I've never had to directly contact UpRev, if I have a question, I just call up my local uprev tuner, Shawn Church. You should try contacting him, he's very knowledgable and I'm sure he'll help you out.
http://home.earthlink.net/~spchurch/id2.html
Thread
Thread Starter
Forum
Replies
Last Post