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AutoEnginuity Reviews (2)

In reference to the above complaint I feel that [redacted] has jumped the gun by contacting you as quickly as he did.
On Jan 16th 2014 he reported the connector had been stolen . To be perfectly clear our policy on lost or stolen connectors is that losing the connector is the same as...

losing the entire product. At this point [redacted] had lost his entire purchase with no option other than repurchasing the full product for $399.95.  The licensing and activations are tied to the serial number that is electronically embedded in the connector.  Each connector number is unique and any purchased expansions are tied to this number. When the connector has been lost/stolen the expansions are lost with it, period.
To clarify this a bit more the product is made up of a hardware interface that connects the car to the computer running our software.  There are two modes of operation, one is OBDII Generic which is the basic version of the software and only talks to the Global Engine controller. The customer has the option of purchasing additional manufacturer specific enhancements for an additional fee.  In the case of these enhancements an activation code is required to turn them on. These codes are tied to the embedded unique serial number of the connector. [redacted] 's system falls under this second category .
In [redacted] 's case, I took pity on the situation and elected to replace his lost connector with a used one of the same type but with newer electronics for the sum of $40. I also transferred the Ford Expansion that he has to the replacement connector in contravention to company policy. To put this into perspective a new connector without any enhancements is $249.95 and the Ford Enhancement is another $199.95
Fast forward to this week , [redacted] requested activation codes so he could reinstall the software and activate it and one of our support staff saw the notation that the connector had been stolen in January , refused to provide any information. This resulted because I neglected to indicate in the database that the connector had been replaced and everything was good as far as the enhanced expansions .  For this I apologize , as the database did not get updated and this is my fault.
I arrived back from an extended lunch hour/parts run on Wednesday and was presented with the emails and information on this. I immediately corrected the problem and tried to contact him via email, as I did not have a phone number to call.
 
After receiving no reply to my request to talk to him, [redacted] was sent the needed software links and activation codes the next morning (Thursday July 17) around 8:30am and he should be up and running without issues. The database has been corrected and he should have no further issues of this sort. This was confirmed with him via a response to his email asking if the coverage was now good around 9:30 am on that same day (July 17).
During the course of all this, I had emailed several times asking him to call or provide a phone number so I could call and discuss this issue. I have not gotten a response to my request for a phone number and have not talked to him via phone. There was the one email referenced above confirming the reinstatement of the enhanced coverage. 
There is absolutely nothing "bait & switch" about this, only the fallout from my failure to note in the database that the connector was no longer to be considered stolen and as such codes could be provided at any time. In good faith I took care of this as soon as it was brought to my attention. [redacted]
Technical Support Manager
AutoEnginuity

In reference to the above complaint I feel that [redacted] has jumped the gun by contacting you as quickly as he did.

On Jan 16th 2014 he reported the connector had been stolen . To be perfectly clear our policy on lost or stolen connectors is that losing the connector is the same as...

losing the entire product. At this point [redacted] had lost his entire purchase with no option other than repurchasing the full product for $399.95.  The licensing and activations are tied to the serial number that is electronically embedded in the connector.  Each connector number is unique and any purchased expansions are tied to this number. When the connector has been lost/stolen the expansions are lost with it, period.

To clarify this a bit more the product is made up of a hardware interface that connects the car to the computer running our software.  There are two modes of operation, one is OBDII Generic which is the basic version of the software and only talks to the Global Engine controller. The customer has the option of purchasing additional manufacturer specific enhancements for an additional fee.  In the case of these enhancements an activation code is required to turn them on. These codes are tied to the embedded unique serial number of the connector. [redacted] 's system falls under this second category .

In [redacted] 's case, I took pity on the situation and elected to replace his lost connector with a used one of the same type but with newer electronics for the sum of $40. I also transferred the Ford Expansion that he has to the replacement connector in contravention to company policy. To put this into perspective a new connector without any enhancements is $249.95 and the Ford Enhancement is another $199.95

Fast forward to this week , [redacted] requested activation codes so he could reinstall the software and activate it and one of our support staff saw the notation that the connector had been stolen in January , refused to provide any information. This resulted because I neglected to indicate in the database that the connector had been replaced and everything was good as far as the enhanced expansions .  For this I apologize , as the database did not get updated and this is my fault.

I arrived back from an extended lunch hour/parts run on Wednesday and was presented with the emails and information on this. I immediately corrected the problem and tried to contact him via email, as I did not have a phone number to call.

 

After receiving no reply to my request to talk to him, [redacted] was sent the needed software links and activation codes the next morning (Thursday July 17) around 8:30am and he should be up and running without issues. The database has been corrected and he should have no further issues of this sort. This was confirmed with him via a response to his email asking if the coverage was now good around 9:30 am on that same day (July 17).

During the course of all this, I had emailed several times asking him to call or provide a phone number so I could call and discuss this issue. I have not gotten a response to my request for a phone number and have not talked to him via phone. There was the one email referenced above confirming the reinstatement of the enhanced coverage. 

There is absolutely nothing "bait & switch" about this, only the fallout from my failure to note in the database that the connector was no longer to be considered stolen and as such codes could be provided at any time. In good faith I took care of this as soon as it was brought to my attention. [redacted]

Technical Support Manager

AutoEnginuity

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Address: 3715 E. Palm Street, Mesa, Arizona, United States, 85215-1107

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