FA20club.com Turnaround Times On Modified Tune Files
 

Has anyone gotten a log back within the time frame listed? I sent my log files in for my initial tune over two weeks ago and still haven't heard anything. Just curious is anyone else is experiencing this. I will try to reach out to them and see if there is a backlog.

Where did you e-mail them? Did you follow the PDF guide he has? I haven't sent logs to him in over a month, but my turnaround time was always less than 48 hours. Is this an NA or turbo tune?

What PDF guide? I never got that guide. I was sent to Perrins logging blog they did. rofl

And No logs have not been getting turned around in the time frame given. He does seem to favor getting fi tunes out quicker. Also it helps to live near him he seems to respond to Florida dudes much faster. I think he has been pretty behind getting that engine build done and all the hardware that has been ordered from all the customers. Back in the spring I was getting updates that week sometimes that night.

He said this before I will say it again. Call the Shop if you need something right away. 888-657-1444

Nothings getting done from fa20club recently :)

That's not true. Hes getting stuff done. Its just he has a big back log of stuff that needs to get done. So its almost like take a number and get in line.

He sent me a PDF guide of exactly what to log and how to e-mail it to him. I think he has changed his e-mail address to send logs to since then though since all inquirys including parts were going to the same e-mail address. They are definitely slammed with customer commitments, but that doesn't mean that his tuning customers should suffer. I would definitely call him at that number if you need a tune ASAP.

My last three logs wait time have been:

11 days, one day, currently 6 days...

I wonder if I'm sending them to the wrong email.....

I think it was Toni that posted it, but it might have been Andy. If this forum's search feature showed individual posts as results instead of just threads, I could probably search and find it.

Yeah, great customer service.. overbook your schedule. He should take down tunes for sale until he catches up. And is it just him doing tunes? Having customers banging on your door is a good thing, but you've got to grow the business to keep up with demand.

What email are you guys sending tune requests to?

I recently ordered some injectors/fuel pump/supercharger pulley and I would rather not have to wait on an updated tune file when I get the parts

I've been using info@fa20club.com

Logs are being sent to Logs@fa20club.com I think that changed recently as I was sending logs to info@fa20club.com for a long time. I seen tony corrected someone on the fourms here so now I have been sending them to both. lol

Yep... been using the wrong address. Maybe that it.

Our turbo kit isn't :), and we have been in line and told a lot of things.

Our turbo kit shipped after a long wait and ( it has been shipped but I'll send you the tracking and nothing happens)

A single box arrives and I message Toni and he states all 3 boxes are shipped together. 2 weeks later another box arrives and the 3rd is supposedly lost :) or the tag is torn off.

Please explain how you ship 3 boxer together but end up waiting over a month for them :bonk:

On a positive note I respect that Toni tries pleasing everbody and working his ass off but he needs to do something.

Guys, if you don't hear back from Toni within the specified time (per the auto-reply to logs@fa20club.com), I would send him a PM from here just to make sure it didn't get lost somewhere. This has happened to me a couple of times where I'd submit a datalog and hear no response after a week, I'd reach out to him via PM and he'd inform me that everything from the last week was processed already and to resend the datalog, which I would do and get a response within a day, and then a few days later, I'd get another reflash responding to the original request with the exact same file.

I suspect some messages in the inbox are getting overlooked, and then possibly getting caught later on, so if you don't hear back per the schedule, reach out and double-check where things are at.

An online form with audit and status tracking might help smooth things out. e-Mail is always an iffy proposition for transactions, IMHO.

I submitted my logs on the 4th, and received the confirmation email right after that but have not received any else since then. I though it would take about 3-4 days if i have FI. I tried to email to FA20CLUB with another email they have and also sent them a pm on this forum but nothing so far. Will let you guys know how long it will take.

Nope. Same boat as you. I've waited the listed time then called.

NA Tune.

Logs went to logs@fa20club.com

Time to call him then or resubmit would be my guess.

Hey I am on the exactly same boat. I submitted my file on 10/7, there is no reply til now..

I've sent some logs to info@fa20club.com early last week and didn't get a response. After browsing the forum, I saw the above mentioned logs@fa20club.com address, so I resent the logs to that address. It's been 2 days so far, but the auto-reply said 5-7 business days, so I will wait patiently.

To all the e-tuners out there. Its in best interest of everyone if you stop offering free updates for life. As that business model will just get out of hand in the long run. Offer discounts at best for re-tunes 6months down the line and so on. Have a solid deadline when tunes can be locked down and then when people are happy that's it. Otherwise you will just end up getting booked with new tunes and old customers who got a tune a year ago is still asking for stuff and the cycle will never end. Its clearly catching up with everyone.

I'm not going to lie I almost feel guilty as hell sending tony stuff now after how much I spammed him over the summer and what not. I was at the point of paying for that discounted 3rd tune from him just to update my pump gas tune. If the consumer is starting to feel guilty I can't imagine the stress Tony has. these cars are not even the only cars he tunes. This is just one platform imagine offering free updates to every platform you offer tunes for its a logistical nightmare.

And I agree. Tony was the 2nd person to offer tunes for the frs. He had to compete with the first tuner who came out and offered free updates for life. Maybe offer that for the first few that bought tunes and then cut it off or something.

Im at 26 days now, doesnt matter since im getting dyno tuned next week.

This!

I know I might sound crazy, but they need to ease off their selling and focus on what they have. They still advertise products and give out deadlines that seem impossible which is leading for where we stand now. I doubt they'll add another tuner and a few more fabricators now, so they might as well figure something out.

I second this. Give Toni a call and explain the situation. He at times does take a bit to get back because of his work load. But i can assure you if you take the time to call he will do his best to work it out. I have bugged Toni a lot over the time of owning this car and he has always gotten back to me within a timely matter. Best of luck

He does get back to you. But at what cost. I feel I was so impatient with him it hurt our relationship that was so good to start with. all I wanted was communication not silence. fuck im good with dude about 30 people have ordered stuff and I can start your new order when i'm done with those. or I have about 15 people waiting on tune updates before you sent your logs in.

I sent my log to info@fa20club, waited a week , nada ...sent email to andy, and he mentioned about sending the log to logs@fa20... a couple of weeks later , toni finaly replied , but he said I didn't send the right file although I sent all the files I had .

so I made a couple of new logs and sent them back to logs@fa20...its been a week ...

Yeah.. I'm giving up, going with another tuner. I'll ask for a partial return later. I feel bad.. I don't even know Andy or Toni.. In fact I couldn't even tell I was talking to people - emails never mentioned their name or mine.

This is a shame because their customer service was excellent at the start. It's beginning to feel like Visconti all over again ... except for the lack of attitude and fires :)

I am not opposed to that. That is definitely the way the business model is in the Open Source tuning world. You pay a little more up front for the intial tune and less for any secondary tunes if you change parts or want to up the boost. The difference is that he is selling EcuTek tunes where we already invested around $600 just for the license and cable and now are paying Toni more for the tune. With that kind of $1000 investment you would like to not have to pay any more money in the future. I have been running on the same tune file for over 2 months now. Is it perfect? No. Are there things I would like changed? Yes. Is it worth me taking the time to submit logs and have Toni try to fix them? Not at this time, which is why I haven't. I do like knowing that should I decide to spend the time and effort that Toni will be there to make small quick changes to my ROM and e-mail it to me, but I submit very specific log files that demonstrate exactly what I want changed.

this is just another case of a common problem. honestly i feel bad for them, i doubt they're out to upset their customers. imagine that on top of that, all of this old workload that is bogging them down returns them nothing. that money's long been spent. this is why i always argue that the model is broken. free updates for life is not a sustainable business model.

free base maps, with a la carte updates for a fee. you have to couple workload to revenue. there's nothing wrong with being swamped, as long as your making money the whole time. it is correct that the ecutek model just doesn't support this because of the licensing cost and the fact that no one else can tune your car. you're literally married to your ecutek tuner, for better or worse (usually worse in my experience), unless you don't mind paying a bunch out of pocket again.

i wish nothing more than for tony to transition to using an open platform and make this all work under a new model. he's the best tuner we have if you believe the internet. i'm close by and having tune issues, i'd love to run his tune instead but i'm not going to marry the guy for it :).

Always better to call before resulting to these threads...they always seem to take a turn for the worst.

I had a big long post but all this talk about ecutek vs open source needs to stop in this thread. It has nothing to do with the subject at hand. This thread just got derailed.

I just called them about my logs and was told that he just got finished with tunes up to October 5th. Just be patient guys. Giving them a call is the best thing you can do.

base tune for 1week,
1st logs for 2week
then 2nd log for 1week (I received today =)!!)
It's hard to wait but be patient guys. calling to him is another way of consuming his time.
If you got autoreply email for logs then he will send tune.

The long wait is one thing, but the lack of professionalism is another. I emailed concerns about my tune having knocks, and sent them another log. What I got back was the auto reply to the log - nothing about my concerns, nothing saying sorry we're back logged, and to this day I don't know who I was corresponding with because the emails were all impersonal or short sentence fragments.

Below is an example of great customer service (from modbargains). Personal, but professional and timely. Even if they can't help, they gave me useful advice. I have no affiliations with them, this is just an example.

"Mike,

I don't have any matching paint or paint pens for touch up on these wheels I apologize. I would suggest finding a local wheel repair specialist. I know sometimes you might be able to find a mobile repair guy who will come to you and repair the wheel, usually they're pretty good, and the matte gunmetal isn't too hard to match.

Good luck! Let me know if you need anything else!"

That's what I'll be doing. Logs were sent Sept. 30th. Nothing still.

I got a reply yesterday and yes, I was sending them to the wrong email :)

Got the initial tune, sent logs 9 buisness days later got the update, sent logs again, 6 buisness days got a response and I didn't log MAF voltage... :( just have wait a little, although I am N/A so i can go to stock if i have an issue

One thing my fiancé pointed out was that not everyone is a touch typist.. For me, email is faster than phone.. Type, type, type, send - done. But for non techies, it may be the other way around. I hadn't considered this, and was confused why someone would say to call instead of email. :)

Joined FA20Club a month ago, service is excellent, communication is always responded within 12 hours on mail sent in.
Sent many logs and even had remote tuning by Toni, never waited more than 48 hours or 2 days.
Andy and Toni, keep up the excellent work.:thumbsup: