[Power Hungry]

Hey all...

We would like to take a minute to clarify some issues we've had with how custom orders are handled. This should help avoid disappointment or confusion about when your custom files should be available.

All custom files are handled on a first come, first serve basis and are placed in the order queue based on the date that we receive the calibration (HEX) code, NOT by the date you placed your order. If we haven't received your calibration code, your order is NOT in the queue.

In most situations, custom files should be available within 4 weeks from the date we put the files in the queue and we try our best to meet or exceed this goal. Please keep in mind that in order to provide the best possible calibrations, we tune every file individually for each customer and do not reuse old files. This takes a considerable amount of time and I will absolutely not rush this process.

One other thing we'd like to mention is that customers that are experiencing any driveability, no-start or other issues will always receive top priority. This may unfortunately cause a delay in completing custom calibration orders.

We understand that it is difficult to be patient and we try as best as we can to be communicative about delays but given the sheer number of orders we have it can be difficult to stay on top of custom order status. This is something that we will certainly be trying to improve over the next few months. One thing we are looking into is a software solution that will provide instant status notification to our customers so they can easily see when they can expect their programmers or custom files, or provide notification to the customer as to whether we need any further information to complete their custom order. We don't yet have a timeline on this feature.

Finally, I want to apologize to those customers who have had to wait unreasonably long times only to find that their calibrations were completed and they did not receive notification that their files were ready. We have found that certain large e-mail handlers such as AOL, Yahoo, MSN, Gmail and a couple others have had issues with some of the e-mails we've sent. We've isolated one huge problem relating to how we were sending the e-mails and have since resolved it but there are still times that the notification e-mails do not reach the intended target. Occasionally this is our fault... either a mistyped e-mail address or something like that. Outside of that, we don't have any control over what happens to the e-mail once we send it and unless we receive a bounce notification we can only assume it was received by the customer. Again, we apologize for these situation but there's not much we can do about it.

I hope this helps clarify everything. If anyone has any further questions, let me know.