Lund Tuner calling a customer a Re*****?

[furdfan2018]

Alex is the GOAT and 99.9% of the negative things he says are absolutely on point.

Not all kids win trophys in all sports. Quit being a bitch, or go guy a Prius.

Sponsored

 

[CrackedHorn]

Step one in customer service, “the customer is always right”….even when they are wrong. There are right ways and wrong ways to deal with these types of people. Publicly bashing them online is NEVER the right way, regardless of how you feel. It takes a 100 compliments to build a good reputation, it takes one gripe from an employee to ruin it. Lund and that asshat Alex.

I'm not defending treating customers like garbage. But, the customer isn't always right in this sense.

The customer is always right means that businesses have to follow consumer demands to survive. Not that every individual customer is correct in whatever they are claiming.

IE: from the way it looks, Lund will have to work on their customer service skills to grow as a company. Or even survive

 

[furdfan2018]

Deny all you want. Lund is and has been dominating the game. We’ve seen the proof that other tunes from other tuners were stolen from Lunds. Like whoever you want, but they still run the game and have the most experience by far and large. Only other one worth a shit is Wengerd

Fair point, but Lund steals too. Ask AED. Pretty well documented.

 

[rebelyell22]

Because they don't tune anything, they're in the the canned tune look at a log and maybe add some timing business. For what they charge that's insane

When you’ve tuned 1000 cars, with the same header/intake/cai setup, there’s no point in writing a tune from scratch every single time. They know what works, and refine it based on small differences between cars.

 

[CrackedHorn]

When you’ve tuned 1000 cars, with the same header/intake/cai setup, there’s no point in writing a tune from scratch every single time. They know what works, and refine it based on small differences between cars.

I would say this describes almost all the profitable and known tuners.

 

[sdskinner73]

When you’ve tuned 1000 cars, with the same header/intake/cai setup, there’s no point in writing a tune from scratch every single time. They know what works, and refine it based on small differences between cars.

You’re not allowed to point that out here. Everyone thinks the guy they know is special. Experience doesn’t mean anything here.
They’ve tuned damn near every combination at this point. Why would they start from scratch every time to have the same result?

 

[Pws6]

When you’ve tuned 1000 cars, with the same header/intake/cai setup, there’s no point in writing a tune from scratch every single time. They know what works, and refine it based on small differences between cars.

Yes, but if you call yourself a tuner and won't tune custom set ups because you haven't seen them before....well

 

[Pws6]

that’s fair. I don’t think he should’ve done it. But it doesn’t bother me at all that he called someone that. We can agree airing the actual emails is the larger issue.
People can say what they want about the guy, but he knows what he’s talking about. Taught me a decent amount. Don’t need to agree with everything someone says to find their advice beneficial.

Never said he wasn't a smart guy, he's a great tuner. Shit business person though

 

[sdskinner73]

Fair point, but Lund steals too. Ask AED. Pretty well documented.

no clue what you’re talking about on that one. First I’m hearing of this

 

[rebelyell22]

Yes, but if you call yourself a tuner and won't tune custom set ups because you haven't seen them before....well

They do, as long as it’s a well sorted and logical setup. They’re not going to attach their name to a shitty build.

 

[Oakley]

who says the guy he's calling names is even a customer? no purchase = no customer

 

[K4fxd]

Lund would rather call people retards than actually tune something or admit they don't know what they are doing.

There is a huge difference between the EEC-*V and copperhead systems than the Tri-cores.

But I forgot,"every tune is a Lund tune", even Roush apparently. (sarcasm)

 

[Angrey]

@Evolvd Im not missing the point. I know whats to deal with a customer that doesnt or dont want to understand.

Yes, there are a lot of ways to deal with customers but sometimes people run out of patience.

For better or worse, Lund are one of the best out there but they have a target on their backs 24/7. People are trashing Lund nonstop, sometimes with good reasons, sometimes because they think Lund doesnt "give them the special tune", but when one of them respond we get the "Oh how dare a company talks like that to a customer. You guys are no professional"

If someone wants to keep it professional, they should be the first one acting like one.

Depends on your metrics. Lund leaves a lot to be desired. If you want very cold and strictly transactional experience where the tuner assumes you're an idiot, they know better, that you should do what they want (even though you're the one footing the bill) and know that if anything is difficult for them it's highly likely they'll first try to blame you or the car, and you're okay with all of that, then yeah, they're one of the best.

Lund is the McDonald's hamburger of tuners. They sling a lot of burgers. Want your burger cooked a special way? "we don't really do that." They push setups based upon THEIR experience (which often times is good but not infallible and certainly not removed from their relationships with certain vendors, suppliers, sponsors and people who give them free shit).

I observe this with all sorts of enthusiast communities. You walk into or call a firearm store and ask them about something and instead of servicing you, they want to try to push you in a different direction because after all, you're just one of the million shmuck idiots they deal with and they know what's best for you.

I called up a stereo shop that has a very decent reputation and the owner/operator couldn't help himself to try to convince me about all the things that I was doing wrong and why I should go in this direction or why I should choose parts and components that he KNEW were better (in reality he just pushes components that he is a distributor). In the end, I ended up doing the installation and tuning myself. Partly because of my experience but also partly because you couldn't even get a call back from 4 other shops. Which is the business environment we're in where businesses are almost all slammed and very spoiled, they can act however they want because frankly, there's 10 people standing in line behind them.

I got news for Lund, they'd better be branching out into other markets because the tuning market for late model Ford's isn't just not growing anymore, it's starting to shrink, quickly.

Lund is great if you have a cookie cutter setup that they've done 10000 times before and you have no other ideas about your build other than what they want.

Anything truly custom, they're awful. ANYTHING that goes wrong, you can GUARANTEE they're going to have you checking stuff and swapping out parts for weeks to hunt down mechanical ghosts, whether it's mechanical or not.

I laughed when I read the posts about the gentlemen who had the reputable wrench shop saying it was tune and Lund saying it was transmission. I'd have paid money to record them both on the phone together.

 

[RAVAGE88]

Step one in customer service, “the customer is always right”….even when they are wrong. There are right ways and wrong ways to deal with these types of people. Publicly bashing them online is NEVER the right way, regardless of how you feel. It takes a 100 compliments to build a good reputation, it takes one gripe from an employee to ruin it. Lund and that asshat Alex.

True. The customer is right, and when they're not, that's an opportunity for the company to excel within what should be their core competency. Companies die when they're unable to recognize such opportunities. Part of being good at something has to involve educating those that don't know and could know more, which can benefit many in the longer run. If this ends up not working in the instance a particular customer isn't responding well, it's a simple matter of saying something along the lines of, "we're not the ones to do your tune, but call us back if you change your mind."

I've never used Lund, so can't speak to any tangible experience here, but the pattern of behavior appears to have steered away what is a growing number of customers. This is only good for Lund's competition.

MB

 

[K4fxd]

The customer is right, and when they're not, that's an opportunity for the company to excel within what should be their core competency.

Part of being good at something has to involve educating those that don't know and could know more,

Neither statement applies to Lund and both are 10000% true.

Sponsored