Integrated Engineering Customer Service - Lower your Expectations

[d.colethomas]

I bought an IE tune for my B9 S4 last week but couldn?t install it because my Powerlink V4 adapter died after two uses.

I complained to IE that their product is junk if it dies after two uses and they did not disagree, but they declined to replace it for me. Instead they offered me a 20% discount on a new Powerlink (retail is $190).

I asked for them to sell me one at their cost or issue me a full refund and they countered with a 25% discount on a new Powerlink. For obvious reasons I was not prepared to fork over $150 for their delicate hardware and so I requested a refund. They gave me a partial refund and kept 10% ($72) for a ?restocking fee? as if software needed to be repackaged and warehoused.

Two points I?d like to make here:
1. The IE Powerlink v4 might be a robust piece of equipment, but that was not my experience. I think if you?re selling a device for $190 and it breaks after two uses, a business should be prepared to make things right without extracting $150 from the customer. I?ve never had this problem with VCDS, OBDeleven, Schwaben, or any other OBD2 tech.

2. IE?s ?restocking fee? on cancelled tune orders is the definition of a junk fee. It?s just theft and it grosses me out. Maybe that?s just how things are in the aftermarket but, like, cmon guys. Do you really need to screw customers like this to keep the lights on?

*Note - I bought the Powerlink BNIB from a forum member in 2022 with no VINs associated with it. I used it to tune my Golf R to stage 1 and then tune it back to stock a year later (IE can verify this). In the mean time it was kept in its carrying case in my climate controlled office.

[eurojunkjon]

The fact they offered you a discount on a ?secondhand? new or not unit is more than what most companies would do. If I bought any bnib parts off someone I would never expect to get any type of replacement on something that I can?t prove with a receipt. Not to fault you with your experience because your not wrong in the aspect that the module should definitely not die with minimal use.

[d.colethomas]

Ultimately it?s a terrible business decision for them.

Instead of replacing my Powerlink at no cost to them, keeping the $720 I paid and earning my business in the future, they get nothing from me, ever.

(Don?t worry I?m not bitter)

[VinnysS4]

I was on board until i read the last paragraph. So you're telling me that you want them to replace something that they didn't not sell to you? Just because they made it? Do they have some sort of transferable lifetime warranty on their equipment?
I understand you wanting a refund on the tune, after all, You actually paid for it from them. Once that was done, it was on you to produce said tuner or take it somewhere to be tuned. If you cannot do that and want a refund, there absolutely should be a restocking fee because you wasted the businesses time and money. Its not their fault some random product they sold to someone else and was then sold to you quit working. They have no control on how it was used or treated.

Sent from my SM-N960U1 using Tapatalk