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VMP Customer Service

Discussion in '2011-2014 Mustang Talk' started by rfreeman37, Sep 21, 2020.

  1. rfreeman37

    rfreeman37 Member Established Member

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    Hello Mustang Community

    I would like to get some feedback on service after the sale concerning VMP performance and see if I am possibly an outliner and not the normal.
     
  2. sonicx

    sonicx Norwegian Southern Established Member

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    What happened?
     
  3. 11Sec_Lx

    11Sec_Lx Well-Known Member Established Member

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    They are on it. Long time customer here.

    Sent from my SM-G988U using Tapatalk
     
  4. 5.0Black

    5.0Black Member Established Member

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    When I first bought my SC they were on my short list of tuners to tune my car. I went with VMP as they were the most responsive to my initial questions, and they have been great to deal with ever since. Highly recommend them to anyone.
     
  5. cheeser

    cheeser Member Established Member

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    I can only comment from a tuning perspective...haven’t had any hardware issues other than a missing throttle body gasket in my kit which they quickly addressed.

    For my tuning issue, I had a persistent P219A code that kept popping. Although VMP reacted fairly quickly in tweaking the tune to prevent this code from triggering the check engine light and correcting the emission readiness testing, they didn’t provide any further tuning support to address the P219A code issue (other than hiding it from CEL)...other than telling me to replace upstream passenger side O2 sensor. They also told me the tune was “free” which seemed to imply I was lucky for any support.

    I had to go to a local tuning shop with dyno for the fix...no more code, and a bump in power.

    I wish VMP would have taken my concerns and addressed them. I like the overall product and some of their initial support. They just seemed to stop when the problem became more difficult.
     
  6. rfreeman37

    rfreeman37 Member Established Member

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    Before I provide my story I'm going to allow them an opportunity to fix the issue. I want to know if this type of customer interaction is standard or one in a hundred. Based off some of the responses outside of here....I'm very shocked and surprised. After a short amount of time I will be forced to allow the mustang community to know how the deal played out.
     
  7. rfreeman37

    rfreeman37 Member Established Member

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    Like I stated earlier I really hope they take the opportunity to do right by a customer who invested quite a bit. I understand the pandemic has impacted production as well as every other stair step process in the US but customer service is something that is free and doesn't require a price tag to receive it. I will share the complete experience either way...the ending be it positive or negative will be left up to VMP's actions. I will state Paul from VMP has become more responsive. The communication via email was slow at first. Emails that were 3-4 days old are just now being responded to, but he is responding. In this day and age email is the priority from of communication. People in office positions statistically send more then half of their work day answering emails.
     
    Last edited: Sep 22, 2020
  8. VMP Performance

    VMP Performance Authorized Vendor Authorized Vendor

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    New Smyrna Beach, FL
    Hey Ryan,

    Chuck with VMP here, I was made aware of this thread and wanted to acknowledge that we are here to help you out in anyway possible.
    We are extremely busy, and as you mentioned COVID hasn't helped with anything.

    My personal cell number is 832-694-9424, shoot me a text (I can't always answer phone calls unfortunately) and I am happy to make sure you get taken care of!
     
  9. 11Sec_Lx

    11Sec_Lx Well-Known Member Established Member

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    Wow, your cell #? That's Impressive!



    Sent from my SM-G988U using Tapatalk
     
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  10. rfreeman37

    rfreeman37 Member Established Member

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    Thank you for that. The point is why did it have to get to this point??? Note I did not say anything regarding my experience because I wanted to provide a fair opportunity to get it resolved, but I also felt the matter was not being taken seriously.
     
  11. VMP Performance

    VMP Performance Authorized Vendor Authorized Vendor

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    I guess I may be a touch confused as to what the specific issue you're having with our customer service may be.
    Looking through your tickets, from what I can tell Paul has been very quick to address concerns, and his last correspondence was as recent as this morning at 8:32am EST

    As far as "getting to this point" I am always available at any point really. We genuinely want to get your issues taken care of, but I need to understand what the issue is better first.
     
  12. CobraBob

    CobraBob Authorized Vendor Premium Member Established Member Single Barrel Sirs

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    Sounds to me that VMP is responding and seeking to better understand what the issue is with their customer service.
     
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  13. rfreeman37

    rfreeman37 Member Established Member

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    Just as I posted my concerns I wanted to come back and say Chuck was very quick to respond and take the situation and handle it accordingly. Chuck @ VMP Performance done a great job communicating with me about what the issue was and what he needed to do to get it resolved. He not only was able to get it resolved but got it resolved very timely as I was told yesterday I would have to wait 3-5 business days on something I should have already had. Chuck really stepped up and got me taken care of. It's easy to beat a company up but refrain from acknowledging their efforts to resolve the situation. I wanted to express how he did take that opportunity to do so. Based of other people who I spoke with concerning their customer service Chuck and Paul done a good job on fixing the situation for me. My faith in VMP Performance has been stored. Thank you Chuck and Paul
     
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  14. 5.0Black

    5.0Black Member Established Member

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    I had this issue as well with my Mustang SC tune with a P219a CEL repeatedly popping up. I was told that it would not impact my performance and to send a datalog. They checked it out, and stated my logs were good. My updated tune removes P219a from coming up. I trust that my car is safe, though I am wondering now with your response.
     
  15. cheeser

    cheeser Member Established Member

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    VMP had me do the same process...I datalog, they review, they state logs are good and no impacts. We also went over the other obvious like vacuum leaks and such...nothing there.

    They mentioned they could probably update the tune that would simply prevent the P219A from popping up, however, I wanted them to address the root issue in why the P219A was even occurring. The main issue I see in this data logging, is that its a pretty small "snap shot" in time.

    As mentioned, I had to go to another that started from scratch on the dyno...P219A doesn't come up. One issue he noted (whether its valid, I don't know), is that all of my passenger side plugs had more "carbon" build up than the drivers side.

    Maybe I need to check with Chuck as well to see what else they can do? Maybe they need to start from scratch on a tune.
     
  16. Wals0248

    Wals0248 New Member Established Member

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    I think I had a P219A code pop up maybe 2 or 3 times but it hasn't done it in about a year. I had a couple questions concerning some other issues as well and I think they responded as quickly as they could and answered my questions thoroughly.
     
  17. cheeser

    cheeser Member Established Member

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    Glad yours was taken care of, but looks like it went way on its own vs any thing VMP did. In my case, I will have to say Customer Service is insufficient for the difficult problems as I noted....problem was never resolved.
     
  18. Riddick

    Riddick MERICA Established Member

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    For me their customer service has been good. I had their blower on my 04 Cobra as well as my current car. My only issue has been with parts that I ordered and tech support. When I ordered my blower kit I requested a PMAS intake but they sent me a JLT. I called and they immediately shipped out a PMAS one but it was the N/A style. They were very responsive and helpful and on the third attempt I finally received the correct part. Additionally, the hose that attaches to my heat exchanger was not included but they shipped out a new one.

    What made me mad was there was a checklist in the box that listed all my correct parts and someone Intialed stating it was checked and verified. I guess what I'm getting at is if you have a checklist it only works if you actually use it. All of the above issues could of been avoided if the packer actually did their job correctly.

    On my ice tank the individual that threaded the drain valve into it did not tighten it all the way resulting in it leaking Easy fix but again could of been easily avoided.

    So the heat exchanger comes with 2 fans that are wired into 2 relays which control the fans and intercooler pump. One relay controls the pump and a single fan and the other controls the other fan. I wanted to wire mine up so I could control them by switches, single switch for fans and a single switch for pump. I called them asking for info on how it was wired and if one relay could support both fans. My response was the kit does not come that way and you have to figure it out on your own. Was not very happy with response, so I did a little research on my own and rewired everything accordingly. I was just hoping they would be a little more helpful with providing some general info regarding the relays used and how much power the fans pull.

    All in all, solid products but in my opinion the lower tier of workers don't know jack.... yet they are responsible for answering all questions and assisting customers in general.

    Sent from my Moto Z (2) using Tapatalk
     
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  19. rfreeman37

    rfreeman37 Member Established Member

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    Chuck and the VMP staff had restored my faith. My issue isn't quite resolved....but they have responded anytime I have had questions. I understand playing phone tech most of the time don't help. I have used videos and photos and we are still coming up short. The point is they have continued to try to figure the issue out regardless. Sometimes its the effort or the attempt that really means something. They are working as close with me as possible considering there is an 8 hour difference in our locations. Short of going down there I feel they are doing a great job!!!
     
  20. CobraBob

    CobraBob Authorized Vendor Premium Member Established Member Single Barrel Sirs

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    That's great news. Nice to hear comments about great customer service .
     

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