Please Help Trying to contact PHP people

[cleatus12r]

Originally Posted by Sidney

HELP!

In early summer of 2011 I purchased an Edge Tuner for my 2007 Ford FX4. I was not informed that their product would not perform on my truck with the modifications made to my vehicle (cold air box & magna flow exhaust.) The program in the Edge programmer would put my truck in the limp home mode. I immediately contacted PHP and told them of the problem I had encountered & sent the programmer to them to be recalibrated. When I got the tuner back I was still experiencing the same problems as before. Since November of 2011 I have spoken with PHP on the phone several times giving additional information and as of yet (1/24/12) still no results. I have given my cell phone number and e-mail address on various occasions and still no response. I have over $500.00 invested in a useless programmer that is no more than a monitor.

We have been unable to contact PHP by phone on various occasions.

PLEASE HELP!!!

Sid Davis
Greenback, TN

I don't have any listing for "Sid Davis" (or any variants of the name) in the customer calibrations folder. If you sent your programmer in to be converted to a Gryphon but did not order custom tuning, then yes, you will have the same exact problem with our programmer that you did while it was an Edge unit.

Additionally, while I may have overlooked it, I do not see an order form with your name for ordering custom tunes. I don't get some of the order forms because all I do is write calibrations remotely from my home on the range, but as it stands, I don't have one with your name on it for custom tuning.

[cleatus12r]

Originally Posted by Zapo

I too have been trying to get a hold of help. Paid for some tunes, there was a problem, and now for the last 3 months I have not been able to get help and still have no tunes. This company has issues..... They may think that they have more customers than they can serve so they don't care, but taking money without delivering is more than just bad business... there is laws against that, and at some point poor customer service turns into fraud. I hope that is not the case for me, but I am past the time frame that I can get my credit card company to chase my money back, so I have to hope that eventually I get my tunes. Until then I have had no replies on phone, email, fax or any other method, all I can do is forum vent.

The files have been done since 10/18/11 and they have been compiled for your programmer (Bill has to handle that part) since the 21st of that month.

I am not sure what the issue was. Was it that your programmer needed "updating" before he could put the files on Fusion? If that's the case, all I need to do is remind Bill to upload them. You should probably "update" again beforehand so we don't run into this issue again.

Be aware that if you EVER connect to Fusion again after downloading your custom files, you WILL lose the custom files and we'll be right back where we are now.

[cleatus12r]

Originally Posted by patrick.leonard

Yeah man I am having the same problem. I have been trying since mid November. They almost NEVER answer their phones. And if they do the person you need is taking the day off. Ive emailed Bill 3 or 4 times and hes never responded. I emailed Cody I believe seeking help and he redirected me to Bill. Ive tried the live chat thing. Some people have jobs for a living and its hard to contact a company when they only open for 6 hours a day. I'm getting to the point were I am going to take my business elsewhere, not because the product (I love the Gryphon) but because their support is non existent. All I need done is have the damn thing unlocked and that is it. Why is it soooo hard to get help with a simple problem.

Who takes a day off? Bill is a work-a-holic that never leaves the office except for lunch and the rare occasion that he is sick.

You can read about the challenges that Corey has had over the last year and change.

I have a full-time job and do tuning on the side for PHP.

The problems you have are Bill-only problems. I will try to get him to take a look at this thread at some point today.

[cleatus12r]

Originally Posted by mmandley

No didnt know they had one.

@88Racing that would suck at this point but i think at least some responce from them would be nice. I have never had this much trouble getting ahold of them and im an avid supporter, i plug there products anytime i can.

...in your case.....

It's definitely all Bill. Sorry.

Again, a link will be given in chat today.

[fordtuff247]

I got my issue resolved this morning on Live Chat w/ Bill.
Thanks Bill.

[cleatus12r]

Awesome post, Corey.

I'd like to point out and elaborate on one piece of that a little bit, if I may.

"I imagine we could hire other people to answer phone calls, but they would simply be taking messages, which would require us to call customers back after hours."

That's probably the most frequent complaint I get. Unfortunately for those of us who answer the phones (who aren't Bill), we don't have the ability to work with programmer issues or software problems. Bill is the only one who can do that and many times it's hard to convey that to the customer. Sure, Corey has her jobs in the office, I have mine here in Montana, and then there's Bill who is the ONLY one that can deal with many of the issues that arise (that's the problem with being that smart). More people answering the phones WOULD MOST CERTAINLY just increase peoples' frustration by having to leave messages for Bill without instant call-backs.

[patrick.leonard]

I was never told I had to fill out an order form to have my tuner unlocked. Will I have to pay to have this unlocked? And I have emailed numerous times and gotten no response on this issue.

[Longshot270]

IF YOUR GRYPHON PROGRAMMER BECOMES LOCKED, THERE IS A $75 FEE TO UNLOCK IT. PLEASE FILL OUT THE APPROPRIATE ORDER FORM WHICH CAN BE FOUND ON THE ORDERING PAGE OF OUR WEBSITE.

This was copy/pasted from the header on this forum section.
Order forms can be found here.
Power Hungry Performance - Ordering Info

[patrick.leonard]

Originally Posted by Longshot270

This was copy/pasted from the header on this forum section.
Order forms can be found here.
Power Hungry Performance - Ordering Info

I understand that you are running a business but does it really take $75 to unlock a programmer? Definitely sounds like a RIP OFF to me.

[patrick.leonard]

Originally Posted by Groovy Chick

I have no e-mails from you.

I don't know what email you answer but the one I tried emailing you on is the one that is on your website. I got it to work in the summer so I figured it you would still use it.