Disappointing customer service......

I hate to bring this up on here, but I'm disappointed with Nelson Performance's customer service. Well... mainly Allen since Erica has been nice enough to get back with me each time... I sent an email to Erica on July 9th about a re-tune with some pretty specific requests and she was able to reply pretty promptly saying "I have sent this over to Allen. He will get back with you asap." Well cool, sounds great... I waited till the 12th and hadn't heard from Allen so I sent another email to Erica just verifying that she did forward my message on, and she said she had. Okay, cool... maybe I'll hear from him soon... So I waited till the 18th and STILL hadn't heard from Allen, so I sent Erica another message just letting her know that I still hadn't heard from him... She replied "I am doing everything in my power. I am sorry." Well today is the 20th and I still haven't heard from Allen, but I've seen him post on here many times, so he can't be THAT busy..... I was hoping to go to the track tonight, but running on my current tune is quite pointless, so I guess I won't be. Allen, where you at man?

i understand your frustration, but remember Allen is a man/human just like you and i. he only has 2 hands and we all have our faults! but as a man, i think it would have been best to get him on the phone and deal with this dispute or in person and not blast him(behind his back). i personally dont know him, but the service and all information that i have recieved from him(and crew) has been beyond what i ask for! have a little patience and give him another buzz(send a pm)! im sure he is busy with many other projects.

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Originally Posted by qwk_snd

I hate to bring this up on here, but I'm disappointed with Nelson Performance's customer service. Well... mainly Allen since Erica has been nice enough to get back with me each time... I sent an email to Erica on July 9th about a re-tune with some pretty specific requests and she was able to reply pretty promptly saying "I have sent this over to Allen. He will get back with you asap." Well cool, sounds great... I waited till the 12th and hadn't heard from Allen so I sent another email to Erica just verifying that she did forward my message on, and she said she had. Okay, cool... maybe I'll hear from him soon... So I waited till the 18th and STILL hadn't heard from Allen, so I sent Erica another message just letting her know that I still hadn't heard from him... She replied "I am doing everything in my power. I am sorry." Well today is the 20th and I still haven't heard from Allen, but I've seen him post on here many times, so he can't be THAT busy..... I was hoping to go to the track tonight, but running on my current tune is quite pointless, so I guess I won't be. Allen, where you at man?

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Taylor, when i forwarded the tune to allen i was not aware of how far behind he was on email. Yes, he has been posting on the forums, and he has been answering emails as well. He has to cover all avenues of the business; he really is trying his best to get back to everyone as fast as poossible. I went into his office and have spoken with him about your email. i will message you in just a few. again sorry you had to wait a little while, we are really trying our best to take care of our customers as quickly as possible.

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Originally Posted by blacstar

i understand your frustration, but remember Allen is a man/human just like you and i. he only has 2 hands and we all have our faults! but as a man, i think it would have been best to get him on the phone and deal with this dispute or in person and not blast him(behind his back). i personally dont know him, but the service and all information that i have recieved from him(and crew) has been beyond what i ask for! have a little patience and give him another buzz(send a pm)! im sure he is busy with many other projects.

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I understand that, and I have been patient. Very patient. I didn't bug them by sending an email every day, just twice, as a friendly reminder that I was still waiting to hear back. I sent my initial email the same day a friend of mine did, they got his tune fixed and sent off and it's already in his truck, but I have still yet to even hear back from Allen. There is no use in calling, as Erica is who I would be speaking with, and she's already aware of the issue. I can't go to the shop in person, as I live in Tulsa, OK. I haven't blasted him behind his back, it's right here in plain sight on a public forum. I've been very satisfied with all of my experiences with Nelson, until now, and recommenced them to everyone i know looking for tuning, and will continue to do so, as long as this issue is resolved.

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Originally Posted by Erica@NP

Taylor, when i forwarded the tune to allen i was not aware of how far behind he was on email. Yes, he has been posting on the forums, and he has been answering emails as well. He has to cover all avenues of the business; he really is trying his best to get back to everyone as fast as poossible. I went into his office and have spoken with him about your email. i will message you in just a few. again sorry you had to wait a little while, we are really trying our best to take care of our customers as quickly as possible.

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Thank you, Erica. I appreciate it. I understand you guys are always slammed, so I always do my best to stay patient. I guess I'm just a little flustered that my friend got his re-tune so promptly and I have still yet to hear back. Just a little disappointed, that's all.

i have had nothing but good response from both Erica and Allen. Im sure they will come through for you in the end.

It's always difficult when not dealing locally. Unfortunately mail order options sometimes are the best solution and it can be frustrating at times. I'm from Ohio and it sucks because NP doesn't have the 2010 ecm cores yet. If I want a update the truck is going to be down 1.5 week minimum unless I fork out cash for air shipping. Solution to my problem is buy my own extra ecm which also sucks due to the extra cash but the first (local) tuner left me in a rely bad place with my truck almost leaving it non functional after the cam swap. I'm sure they have a lot going on there with as many forum members on here and other sites. They have a pretty good reputation for power are and always being recommend for services. Just think of all the Noobs sending random questions on how much a intake will give them.... They have have to reply to all those emails to earn a potential customers business and still trouble shoot more complex setups or touch ups from current customers. I have somewhat of a similar job so I feel their pain....... Good luck though and hopefully they get you squared away.

Dude its been 11 days, I wouldnt consider that a long wait by any means waiting on a performance shop. Just sayin 11 days aint shizzle.

I was going to order mine from Nelson, but the distance basically kept me away. I had my firebird done through frost, I paid overnight shipping to and from and had it within 48 hours. Next week I will send my camaro PCM out to him as well, another reason is because I am going to have him dyno tune it as well.

Since your a regular customer I would have expected better, by hey that's just me!! Good luck....

Erica was quick to email me after seeing this and we are getting it all squared away. Nelson FTW once again!