EFI Live customer service sucks to an all time new level!

**EagleMark** · 04-05-2014

Well thank you for your confidence in me! I was not trying to use my reputation in any way to influence, just stating the facts. I wish I was alone and it was only me that had this kind of poor customer service treatment, but I'm not alone and it's not a one time thing, it's just their way!

Most people are afraid to publicly complain as they will be shunned from any technical support. Which is a very important part of using this software. Looking at their forums you can see the technical difficulties in keeping software, hardware, firmware etc.. all in order for the product to even work. It is constantly a moving target with updates and fixes to updates and the rush to get newer controllers on market to keep up or surpass competition! Customer is really not a priority!

**highlander** · 05-14-2014

Originally Posted by EagleMark

Well thank you for your confidence in me! I was not trying to use my reputation in any way to influence, just stating the facts. I wish I was alone and it was only me that had this kind of poor customer service treatment, but I'm not alone and it's not a one time thing, it's just their way!

Most people are afraid to publicly complain as they will be shunned from any technical support. Which is a very important part of using this software. Looking at their forums you can see the technical difficulties in keeping software, hardware, firmware etc.. all in order for the product to even work. It is constantly a moving target with updates and fixes to updates and the rush to get newer controllers on market to keep up or surpass competition! Customer is really not a priority!

JUst because there is a mixup doesn't mean that you are entitled to a free license as a penalty to them. I find it not fair that you have an issue and belittle their support. Support that has been for me TOP notch from day one over 6 years ago. I do understand the seeming frustration of the time difference but it is not fair to judge the level of support and quality on a single transaction.

I do understand that sometimes one gets frustrated on occasions but they don't deserve this bad posting and negative feedback over one simple issue. These things can affect business big time and one does really have to pay attention to that.

**Munchies** · 05-14-2014

Makes me not want to buy it

**S10LS** · 05-15-2014

Originally Posted by Munchies

I dont think I have ran into more pompous assholes in one place than the honchos at efilive.

HA Ha. Most honest and acurate post I have read in a long time anywhere. Yep the management there could learn some good old fashion customer service values.

**highlander** · 05-15-2014

Originally Posted by S10LS

HA Ha. Most honest and acurate post I have read in a long time anywhere. Yep the management there could learn some good old fashion customer service values.

Sometimes situations are difficult to handle and there does exist a thing as a difficult customer and the customer is NOT always right.... but he does have the advantage... I am sure they have always tried to do things right but things don´t always come out right... They do care and they do try to take care of their customers... Hence why I have been one for YEARS to no end.

We just need to step back and see the whole picture of what is really going on... and I mean in a general sense of the business...

**S10LS** · 05-15-2014

Originally Posted by highlander

Sometimes situations are difficult to handle and there does exist a thing as a difficult customer and the customer is NOT always right.... but he does have the advantage... I am sure they have always tried to do things right but things don´t always come out right... They do care and they do try to take care of their customers... Hence why I have been one for YEARS to no end.

We just need to step back and see the whole picture of what is really going on... and I mean in a general sense of the business...

Been an efilive customer since 2009. Have tuned a handfull of my own stuff and a few friends cars and trucks. Really could care less about your opinion. As you should not care to much bout my opinion. Its an opinion. And in mine I think they stink, and I have thought they have stunk for the 5 + years I have been using them. They stink in every platform they support BIGTIME except the ls1 b pcm an the E38 ecm. That is a fact more than an opinion.

**S10LS** · 05-15-2014

Originally Posted by highlander

Sometimes situations are difficult to handle and there does exist a thing as a difficult customer and the customer is NOT always right.... but he does have the advantage... I am sure they have always tried to do things right but things don´t always come out right... They do care and they do try to take care of their customers... Hence why I have been one for YEARS to no end.

We just need to step back and see the whole picture of what is really going on... and I mean in a general sense of the business...

This thread was started on a difficult situation as you say, but what other people are saying is they have more issues than a mistaken transaction And that just fuels the thread more with their nose in the air attitudes.

**TINBENDER59** · 12-01-2016

Eaglemark did you ever get this worked out??

**steveo** · 05-14-2014

Originally Posted by highlander

I find it not fair that you have an issue and belittle their support.

actually letting people know your bad experiences with a company is very fair.

i realize shit happens, but in a situation where it's an isolated incident, you'll find one or two peices of negative feedback online for hundreds of positive experiences.

**highlander** · 05-15-2014

Originally Posted by steveo

actually letting people know your bad experiences with a company is very fair.

i realize shit happens, but in a situation where it's an isolated incident, you'll find one or two pieces of negative feedback online for hundreds of positive experiences.

There are thousands of positive experiences, the problem is the negatives one are the ones that carry most of the weight.... When you go to ebay everyone searches for the negative feedback first.

Their support has always been TOP notch, the only thing we all have to keep in mind is that they are half way around the world, so their timing varies.... I can show you many emails with questions answered within minutes of their working hours. Frustration comes when we don't know how to deal with the situation. That is it....