'Eurocharged' remap experience

[Pitts Pilot]

I had my car remapped at 'Eurocharged' on the 5th, over two weeks ago.

It does feel more responsive, particularly the mid-range, which is what I asked for. So that’s a ‘positive’.

My dissatisfaction is despite phoning, texting, and emailing Andy and Paul half a dozen times for the dyno results charts, they have just ignored me


For example, Andy told me over the phone last Friday “You’ll have them this afternoon”. Nothing!

Paul has told me his dyno man was off sick, and he didn’t know where he saved them on the server. Then he’s back, and I will get them, promise. Nada!


Such a shame, as I got on with Paul really well, he seems a nice guy. I went to Eurocharged because of recommendations by many on this Forum.

But after spending £800-ish on ‘before and after’ dyno runs with a remap in between, I'll never know what the actual figures are, or see exactly where the gains are in the rev range. I got a quick glance at the computer screen that was all.

So that’s pretty shoddy service if you ask me, but maybe I was unlucky, no firm has a 100% track record for customer service? They had no difficulty taking my money though!


Hey-ho, I’ll quit calling Eurocharged now, because I don’t think any customer should have to beg for what they have paid for.


So, if you do use them, just make sure you have both charts before you leave, and definitely don’t be shrugged off with “I’ll email them to you”.

Cheers,
Robert

 

[merc85]

I know this doesnt help with what you've paid for but

Power engineering in uxbridge are very good, you could take your car there to get a dyno run to see whats going on, not that expensive either.

 

[C36fan]

I had my car remapped at 'Eurocharged' on the 5th, over two weeks ago. It does feel more responsive, particularly the mid-range, which is what I asked for. So that’s a ‘positive’. My dissatisfaction is despite phoning, texting, and emailing Andy and Paul half a dozen times for the dyno results charts, they have just ignored me For example, Andy told me over the phone last Friday “You’ll have them this afternoon”. Nothing! Paul has told me his dyno man was off sick, and he didn’t know where he saved them on the server. Then he’s back, and I will get them, promise. Nada! Such a shame, as I got on with Paul really well, he seems a nice guy. I went to Eurocharged because of recommendations by many on this Forum. But after spending £800-ish on ‘before and after’ dyno runs with a remap in between, I'll never know what the actual figures are, or see exactly where the gains are in the rev range. I got a quick glance at the computer screen that was all. So that’s pretty shoddy service if you ask me, but maybe I was unlucky, no firm has a 100% track record for customer service? They had no difficulty taking my money though! Hey-ho, I’ll quit calling Eurocharged now, because I don’t think any customer should have to beg for what they have paid for. So, if you do use them, just make sure you have both charts before you leave, and definitely don’t be shrugged off with “I’ll email them to you”. Cheers, Robert

i paid £260 for my remap at tdi tuning so plenty money left to pay for a dyno!

 

[ChrisA]

Hi Robert

Where were you when the car was being dyno'd? Were you not looking at the screen to see where the gains were?
I can understand your frustration though as I've been through the Mill and back with EC UK for various reasons during having Eurochraged Stage 3 installation back in Dec 13 and Feb-July 14.
Paul usually gets back after a day or two of emails, missed calls and text messages but Andy very rarely answers for his own reasons.

For 9 Happy Customers there will always be one unfortunate customer.

I'm sure, and hope, you will receive your results sometime soon and I'm sure EC UK will throw in a free modification along the line as a way of showing their apologies

Take care and don't take it so hard

Chris

 

[DSB SL AMG]

Hi Robert,

I understand your frustration but I am sure Paul will get back to you on this...whatever the reason I am sure he will sort out a solution for you

 

[Lee C63]

Is it far to travel to get to Eurocharged?

Just arrange to go back down and have your stock map reloaded ( they will have it on server) do a base run then re-flash the "new map" and do another Dyno run.

You really want a before and after run on the same Dyno on the same day (ambient temperature can change the power) with the car strapped down in the same way.

I am sure Eurocharged can sort this and put your faith back in the brand.

 

[Pitts Pilot]

Where were you when the car was being dyno'd? Were you not looking at the screen to see where the gains were?

I was standing next to the car as it was tested, on both occasions, and then stood with Paul in front of the screen to look at the graphs straight afterwards.

I can remember that they did achieve some decent gains for a normally aspirated engine, but I'd really like the actually charts so I can sit down and study them rather than rely on my memory!

I run my own business, and if I broke promises as they have, and offered such lousy customer "After-care", I would a) never get repeat business, or b) recommendations.

I've noticed over the last two & half years that Eurocharged are often recommended on this Forum. Well, I accept they can't please everyone, but put me down as a member who does NOT recommend them!

There, I've said it!

Cheers,
Robert

 

[GordonTarling]

I know this doesnt help with what you've paid for but

Power engineering in uxbridge are very good, you could take your car there to get a dyno run to see whats going on, not that expensive either.

Oh no you can't, they sold their dyno in anticipation of moving premises.

 

[Pitts Pilot]

Is it far to travel to get to Eurocharged?

Just arrange to go back down and have your stock map reloaded ( they will have it on server) do a base run then re-flash the "new map" and do another Dyno run.

You really want a before and after run on the same Dyno on the same day (ambient temperature can change the power) with the car strapped down in the same way.

I am sure Eurocharged can sort this and put your faith back in the brand.

That's good advice

I'm more disappointed than mad at them, which is why I called there customer service "Shoddy" rather than 's**t' !

No one likes being promised things, "I'll email the charts to you", and then being let down time and time again. :fail

What is wrong with their business model? Customer satisfaction should be up there with doing what you promised to do?


I've has three PM's from established members on this Forum in the last 12 hours who have advised me to revisit them, put the ECU back to standard, get a full refund, and go to MSL instead

So I know I'm not the only person on this Forum who has had a bad experience with them. It's just that they seem to have built up such a glowing name for themselves, perhaps folk are reluctant to speak out about them?

We'll, I have no quarms about sharing my experience. Balanced opinion and counter-balanced opinion is healthy (and ultimately very helpful)!


So, IMO, if you are considering going to Eurocharged, also consider MSL instead. They have an awesome reputation, (apparently!!).

Cheers,
Robert

 

[ChrisA]

You could always forget about the remap bull$hit and have a Weistec Blower fitted.....I hear MSL are able to carry this modification out with great success

 

[SavMan]

I had my car remapped at 'Eurocharged' on the 5th, over two weeks ago. It does feel more responsive, particularly the mid-range, which is what I asked for. So that’s a ‘positive’. My dissatisfaction is despite phoning, texting, and emailing Andy and Paul half a dozen times for the dyno results charts, they have just ignored me For example, Andy told me over the phone last Friday “You’ll have them this afternoon”. Nothing! Paul has told me his dyno man was off sick, and he didn’t know where he saved them on the server. Then he’s back, and I will get them, promise. Nada! Such a shame, as I got on with Paul really well, he seems a nice guy. I went to Eurocharged because of recommendations by many on this Forum. But after spending £800-ish on ‘before and after’ dyno runs with a remap in between, I'll never know what the actual figures are, or see exactly where the gains are in the rev range. I got a quick glance at the computer screen that was all. So that’s pretty shoddy service if you ask me, but maybe I was unlucky, no firm has a 100% track record for customer service? They had no difficulty taking my money though! Hey-ho, I’ll quit calling Eurocharged now, because I don’t think any customer should have to beg for what they have paid for. So, if you do use them, just make sure you have both charts before you leave, and definitely don’t be shrugged off with “I’ll email them to you”. Cheers, Robert

Apologies that you have received a less than satisfactory experience with us, that is never our intention and quite simply it is not good enough regardless of the circumstances.

Just to clarify to other members of MBClub during all discussion with Robert prior to him attending we were very clear that the headline numbers on his SL63 were likely to be quite small. Robert was also very clear that he was not to worried about headline numbers only that the car lacked low down torque.

We ran the car several times and adjusted the file to concentrate on low down power.

At the times of the runs we should on screen the before and after I can only quote from memory that headline torque was up 20lb ft and BHP was 18bhp gain. Low down torque at 2500-2800 rpm the increase which was highlighted to Robert on screen was around 50lb ft over stock.

Unfortunately that's where things went wrong, the graph was printed but only the after result which was given to Robert before he left given details of what his car was producing. Robert raised that he did not have the before graph with us later (which we had not noticed at the time of printing) and we agreed to get the before graph to him.

Now between holidays, business travel and sick leave, things got delayed and when we had the opportunity we simply could not find where on the server the before run was saved. We thought we had found it but its it not correct and after exhausting all options yesterday we can only come to the conclusion that the before run wasn't saved at the time.

So Robert here is our suggestion your car seems to be performing in the way that was agreed but the service you received has been less than satisfactory in addition you have only received the final figures as such we will offer a 50% refund, if you are agreed with this please let us know and we will arrange for the refund immediately.

Within the next 2 weeks we will also have a new employee to deal with administration, incoming calls and customer follow up, with the current workload we are simply not able to keep up.

 

[SavMan]

That's good advice I'm more disappointed than mad at them, which is why I called there customer service "Shoddy" rather than 's**t' ! No one likes being promised things, "I'll email the charts to you", and then being let down time and time again. :fail What is wrong with their business model? Customer satisfaction should be up there with doing what you promised to do? I've has three PM's from established members on this Forum in the last 12 hours who have advised me to revisit them, put the ECU back to standard, get a full refund, and go to MSL instead So I know I'm not the only person on this Forum who has had a bad experience with them. It's just that they seem to have built up such a glowing name for themselves, perhaps folk are reluctant to speak out about them? We'll, I have no quarms about sharing my experience. Balanced opinion and counter-balanced opinion is healthy (and ultimately very helpful)! So, IMO, if you are considering going to Eurocharged, also consider MSL instead. They have an awesome reputation, (apparently!!). Cheers, Robert

Robert

I only just read this as I was typing my response, if you would prefer a full refund rather than the offer above with the car returned back to stock then yes that is an option I will contact you for your decision.

 

[ChrisA]

Fair reply and Happy Birthday Paul

Robert, take the 50% and enjoy the smiles per Gallon

 

[sjmaxwell]

I believe Paul and Andy have been incredibly busy over the last few months and you can’t argue with Paul's response to the issue above.

Now that is customer service IMHO! Perhaps the OP would let us know his responce once its sorted?

 

[ChrisA]

Being busy is not an excuse for bad customer service but Paul's response was spot on, can't ask for a better outcome also in my opinion

 

[Pitts Pilot]

Apologies that you have received a less than satisfactory experience with us, that is never our intention and quite simply it is not good enough regardless of the circumstances.

Just to clarify to other members of MBClub during all discussion with Robert prior to him attending we were very clear that the headline numbers on his SL63 were likely to be quite small. Robert was also very clear that he was not to worried about headline numbers only that the car lacked low down torque.

We ran the car several times and adjusted the file to concentrate on low down power.

At the times of the runs we should on screen the before and after I can only quote from memory that headline torque was up 20lb ft and BHP was 18bhp gain. Low down torque at 2500-2800 rpm the increase which was highlighted to Robert on screen was around 50lb ft over stock.

Unfortunately that's where things went wrong, the graph was printed but only the after result which was given to Robert before he left given details of what his car was producing. Robert raised that he did not have the before graph with us later (which we had not noticed at the time of printing) and we agreed to get the before graph to him.

Now between holidays, business travel and sick leave, things got delayed and when we had the opportunity we simply could not find where on the server the before run was saved. We thought we had found it but its it not correct and after exhausting all options yesterday we can only come to the conclusion that the before run wasn't saved at the time.

So Robert here is our suggestion your car seems to be performing in the way that was agreed but the service you received has been less than satisfactory in addition you have only received the final figures as such we will offer a 50% refund, if you are agreed with this please let us know and we will arrange for the refund immediately.

Within the next 2 weeks we will also have a new employee to deal with administration, incoming calls and customer follow up, with the current workload we are simply not able to keep up.

Thank you for your reply to this post, and your kind offer that I would like to accept

I have purposely not ranted or raved in my comments, but out of exhaustion, expressed my disappointment, (and surprise, because I thought we got along well).

The proposed admin staff sounds like you'll soon fix the 'hole' I was unlucky enough to fall into from a customer support point of view, so that's a 'positive'

Just for the record, I confirm that my brief was to improve mid range power and torque (at the expensive of top end gains), as mentioned in my original post.

That specific goal has been achieved to such an extent that I can really feel the difference driving the car, before/after. So again, another 'positive'.

Thanks again for your reply. Please, don't forget about that refund [Attempt at humour!]

Best wishes,
Robert
PS. If you need credit card details for the refund, please PM me.

 

[merc85]

Oh no you can't, they sold their dyno in anticipation of moving premises.

Thanks for the update as i myself was going to return there

 

[SavMan]

Thank you for your reply to this post, and your kind offer that I would like to accept I have purposely not ranted or raved in my comments, but out of exhaustion, expressed my disappointment, (and surprise, because I thought we got along well). The proposed admin staff sounds like you'll soon fix the 'hole' I was unlucky enough to fall into from a customer support point of view, so that's a 'positive' Just for the record, I confirm that my brief was to improve mid range power and torque (at the expensive of top end gains), as mentioned in my original post. That specific goal has been achieved to such an extent that I can really feel the difference driving the car, before/after. So again, another 'positive'. Thanks again for your reply. Please, don't forget about that refund [Attempt at humour!] Best wishes, Robert PS. If you need credit card details for the refund, please PM me.

PM sent as we will need card details as we don't store any customer card information

 

[E270 Owner]

We all have bad days, they seem to happen at our busiest times and when staff are short on the ground.

I'm sure EC are a more than competent bunch ........ just their admin needs a boot up the ****nal ........... as does mine from time to time, and there's only me here.

 

[dozypillock]

Thank you for your reply to this post, and your kind offer that I would like to accept

I have purposely not ranted or raved in my comments, but out of exhaustion, expressed my disappointment, (and surprise, because I thought we got along well).

The proposed admin staff sounds like you'll soon fix the 'hole' I was unlucky enough to fall into from a customer support point of view, so that's a 'positive'

Just for the record, I confirm that my brief was to improve mid range power and torque (at the expensive of top end gains), as mentioned in my original post.

That specific goal has been achieved to such an extent that I can really feel the difference driving the car, before/after. So again, another 'positive'.

Thanks again for your reply. Please, don't forget about that refund [Attempt at humour!]

Best wishes,
Robert
PS. If you need credit card details for the refund, please PM me.

I always think that a sign of a good business, is when they admit that on this (or any occasion) the service you got was not what they offer, and not what customers expect.
I think they have been generous in their offer? as you did have the work done, and are happy with it, and they have hopefully redeemed themselves in the eyes of others who may have been considering using them.
All businesses can sometimes hit a point where the good service they provide means they start getting more customers than they can handle. The skill is for them to recognize this (which it seems they have) and to enjoy the growth which I guess they always hoped for.

Neil