• Report: #786128

Complaint Review: Auto Computer Exchange

  • Submitted: Fri, October 07, 2011
  • Updated: Fri, December 16, 2011

  • Reported By: Michael — Dandridge Tennessee United States of America
Auto Computer Exchange
5414 Stirling Road Davie, Florida United States of America

Auto Computer Exchange Very unprofessional, lied several times, will not correct mistakes Davie, Florida

*UPDATE EX-employee responds: I am very sorry to hear about your experience with ACE...

*Author of original report: Update - 11-15-11

*Author of original report: Follow up from previous complaint... Auto Computer Exchange

*Author of original report: Follow up from previous complaint...

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I'm trying not to complain, however, back in the first week of Sept. 2011 I ordered a computer for my girlfriend's 2002 Chrysler 300M Special.  

No problem, computer arrived within 2 days of shipping.  Installed computer by mechanic and car soon started pulling codes centered around the IAC valve and the TPS...  Mechanic did a complete check of the wiring and had the computer tested on his machine...  Tests concluded that the PCM that was sent to me was defective.  The IAC and TPS were tested and were shown in working order and within parameters.  No wiring harness shorts...  

Called ACE to discuss returning defective PCM and was told first time that new PCM would be programmed and sent out immediately...  Called back 3 days later to get shipping info and was told the second time that they did not have any record of me calling or any units being sent to me as a warranty replacement for the defective PCM...  The guy on the phone then took my order since my info was already on their computers and would send it out pronto.  

Ten minutes later, this same guy called me back and said that they weren't sending the unit out and that I had to send in the defective unit first to see if it had a problem and fix it if it does...  

I voiced my opposition to this and called back later to speak to the Sales Manager Michael.  He told me that I should have not been treated that way and they should have sent a new unit out immediately to replace the defective unit and when I install the new unit, then I could mail back the defective unit...  This all started on 9-7-11 and it was now 9-21-11...  

He told me that he will admonish the crew in the back and see to it that my PCM was programmed and sent out immediately and that I will get a tracking number within the next day...  

The following week, 9-28-11, there still was no tracking number and no PCM...  I called back and spoke to a fellow in the front office and he told me that my PCM was in the process of being programmed and he gave me the order number and that it will be sent out in less than a day and I would get a tracking number...  

On 10-5-11, no tracking number and no PCM so I called back and was told it was in the programming process and will be shipped out that day or early the next morning...  

Today is 10-7-11 and still no tracking number...  Called back and spoke to gentleman in Warranty and he said that they had run out of my part(s) and had to order it and that it had or should be in today...  Once the new part for my PCM comes in, it will be programmed and sent out immediately...

Kinda getting peeved and upset...  At the very least, they should have called me instead when something either was holding up the process or parts needed to be ordered.  They have my phone number...  Seems no one knows what is going on in the office...

If someone within this business is reading these posts, please, please try to understand that if you want to do business with John Q. Public and there is a problem with the process, make an effort to contact Mr. Public and inform him...  It is apparent that I have been lied to from the start and that doesn't set well with me or anyone else that reads this post...  My girlfriend's car has been down since 9-7-11...  Because your employees blatantly lie to its customers in order to avoid apparent truths, your standing in the business community will continue to suffer...

This report was posted on Ripoff Report on 10/07/2011 03:57 PM and is a permanent record located here: http://www.ripoffreport.com/r/Auto-Computer-Exchange/Davie-Florida-33314/Auto-Computer-Exchange-Very-unprofessional-lied-several-times-will-not-correct-mistakes-786128. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

I am very sorry to hear about your experience with ACE...

AUTHOR: ECMSaver - (United States of America)

I am no longer associated with the company that is spoken of but I am able to assist you with your car repair problems, as I designed ECM programming on the bench & the first Plug & Play units. Feel free to contact me thru my site: autocomputerperformance.com

I agree that the level of unprofessionalism and lack of empathy is the biggest issue in resolving an issue thru this company. You have waited long enough to resolve your issue. I will be as reasonable as possible in repair cost and offer any diagnostic consulting free of charge.

Good luck and happy holidays!

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#2 Author of original report

Update - 11-15-11

AUTHOR: Michael - (USA)

On 10-20-11 I had sent the 2nd defective computer back to the company for repair or replacement...  I have the UPS receipt to show the date sent...  I still have the original defective computer in the car and it still has the P0508 issue that does not allow the Idle Air Control Valve in the car to function. 

On 10-27-11, UPS online tracking confirmed that the package was delivered to company and signed by BOVEE...  I called that day and spoke to someone in warranty and they confirmed that the computer had arrived and that they will either repair it or send another replacement and to give them a couple of days, maybe three to get it into the mail...

Today is 11-15-11 and I still have no computer.  I called and spoke to "Andy" and asked him if my computer had been repaired or a new one mailed out yet.  He advised me that since they did not receive the computer until 11-3-11, that my warranty is no longer valid.

I advised him that I had the UPS confirmation in front of me that puts the computer in their hands on the 27th, 12 days after UPS confirmed that I had received it, he continued to say that their records show that they received it on 11-3-11...  I gave him the name of the person who signed the package when it was received by them and informed him that whoever received the computer from UPS apparently did not inform warranty until 7 days later.  The policy with their company clearly states that the old computer or "core" needs to be post marked no later than 14 days after receiving it or the warranty is invalid. 

However, for 15 minutes over the phone, Andy insisted that my case was closed and that I would have to purchase a new unit since they did not receive the old computer until 11-3-11...  He further stated that I had no recourse but to accept this premise.

I continued to plead my case about the UPS confirmation and that I had the confirmation in my hand, along with the confirmation number.  Then he started going back to the initial excuse that he had used before in that my car's wiring was bad and that somehow my car had burned out the last computer.  I asked him to explain the fact that I can put the old defective computer back into my car and it will run as long as I turn up the idle screw.  He had no answer.

Finally, after 20 minutes on the phone going 'round and 'round with this guy, he either had a sudden change of heart or finally found info on his computer that showed that they did receive the defective computer in their office on 10-27-11.  He then told me that he is "going to do me a favor" and send one more programmed unit out to replace the initial defective computer, however, I will not be able to call and complain if this new computer does not work.

He was very rude most of the time on the phone.  I explained to him that I did not want anything for free and only wanted a product free of defects, and, that I did expect them to live up to their claims that they will honor and replace any defective computer that they send out.  I asked him to try and look at this from my perspective, however, he said he didn't have to because he's been doing this kind of work for several years.

So, I have a computer being programmed, according to Andy, and being mailed out in a couple of days.  I still have a vehicle with a defective computer that came from this company.  I will await to see what springs forth from this little episode and update as soon as it happens...

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#3 Author of original report

Follow up from previous complaint... Auto Computer Exchange

AUTHOR: Michael - (USA)

As stated in the previous update, I sent an email to Auto Computer Exchange's Warranty Section on 10-18-2011 pleading with them to contact me concerning the 2nd defective PCM that they sent out to me.

On 10-24-2011, I still have not received any response from email, either by phone or email...  I contacted warranty section by phone at 3:00pm and fully explained my issue with the 2nd defective computer to a gentlemen that could barely speak English...

The gentleman, after being told that my certified mechanic had checked the 2nd PCM while in vehicle and found the PCM to be defective and that the vehicle's wiring, mechanical, and sensors all were in working order, responded that the problem is my car's wiring harness...  I tried to explain to this gentleman the lack of logic in that statement by informing him that I can put the 1st defective computer back in and the car runs fine and only throws the P0508 code, thus, showing that the codes thrown in the 2nd defective PCM are not present in a different PCM...

Still, the gentleman refused to let up on the accusation that the wiring harness on my car must be bad.  He stated, also, that the mileage on the car doesn't have to match the PCM.  According to my mechanic, the mileage does matter on certain PCMs...  He went on to state that their computers could not be defective since they are properly programmed. 

After realizing that I was not getting anywhere with this gentleman, I told him that I am sending the 2nd defective PCM back to his company with an attached note describing my issue with this PCM and a demand to have a new, programmed to my vehicle, PCM sent out as soon as possible since the vehicle is still down as has been since 9-7-2011... 

On 10-24-2011, I included a note attached to the return receipt and placed the defective PCM in the return box and placed the return pre-paid label on the box and taped it up...  The box was then dropped off at UPS at approx. 3:30pm..

Now, I'll be awaiting the return of a working PCM in exchange for the defective PCM that I sent back to Auto Computer Exchange...  We'll see...
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#4 Author of original report

Follow up from previous complaint...

AUTHOR: Michael - (USA)

Follow up...

On 10-12-2011 I finally received the PCM that was sent to me to replace the defective PCM that was sent to me earlier.  The initial PCM that was sent to me was throwing the P0508 code...  The vehicle ran with this defective PCM, however, the idle screw had to be adjusted to allow the car to idle normally, which it was not idling at all until the idle screw was adjusted.  The IAC unit and wiring was tested by a certified mechanic and the car was put on a test and it was concluded, with absolute confidence, that the initial PCM that was sent was defective.

After installing this replacement PCM, under Order Id. 10065652, the car initially started and all dash light icons were lit up and stayed lit up...  None of the lights would go out.  When the car was put in reverse to back up, the transmission gave a very loud abnormal clunk and the engine stopped.  The car was unable to be started after that... 

The PCM displayed the following codes immediately after initial starting: P0036 - HO2S Heater Control Circuit (Bank 1 Sensor 2), P0700 - Transmission Control System Malfunction, and P2008 - Intake Manifold Runner Control (IMRC) Solenoid Control Circuit...

Ironically, the P0508 code that the first PCM that was sent did not show up...

The vehicle has been thoroughly check and there is no engine or transmission malfunctions and all sensors attached to the drive train, including engine and transmission, are all in complete working order... 

The PCM that was originally sent has now been put back into vehicle and vehicle is usable, however, still throws the P0508 code, which has been compensated by adjusting the idle screw on the throttle body...  I now have in my possession a completely defective PCM that was just sent to me that does not work at all, and, a defective computer that allows the vehicle to run with adjustments to the idles screw on the throttle body.

I have just finished shooting off and email to the warranty section, warranty@autocomputerexchange.com, of this company explaining my latest plight with the last PCM that was sent to me...  I will await a response either by email or phone in order to try and resolve this latest dilemma...  Don't have much confidence, though...
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