Mobileye Inc

To Whom it May Concern:
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In response to [redacted]'s complaint I would like to offer
the following explanation.
It is unfortunate that this series of events took place due
to mistakes made by two fairly new hires.  As a matter of Mobileye
Policy and stated on our website, Mobileye Product must be installed by a
professional certified Mobileye installer.  [redacted] convinced our
new hire that he was proficient and could install the product himself. 
From there the new hire offered the on-line training course to [redacted]. 
Once this chain of events was brought about to a
supervisor, he took [redacted]'s request to do a self-install,
to upper management for a ruling.  During that time frame
both myself and my counterpart were out of the office on business, which was
the cause for the delay in getting back to [redacted]
[redacted].    The management team discussed whether or not to
take a chance and let [redacted] purchase the installation tools and let him
complete his install or to follow policy and not make an exception.  We
chose to "not make an exception" for the following reasons:
Our Mobileye
install partners carry 1 million dollars of liability insurance due to the
fact that this specialized collision avoidance technology is hard wired
into the vehicle computer network and produces alerts/warnings to an
impending collision.


Our
Mobileye install partners are generally either MECP Certified or ASE
Certified.  [redacted] does not carry these qualifications to our
knowledge


Given
the installation tools, [redacted] could have potentially gone into
the business of installing Mobileye into vehicles without the
proper knowledge of vehicles electrical systems therefore putting
potential customers in a false state of safety which in turn would put
Mobileye in liable situation


We are
very critical in our selection of certified installers.  In fact we
only have  approximately 500 certified installers in
North America



[redacted] has every right to be upset concerning the chain
of events and we have re-trained all employees as to the parameters
of filtering these types of requests.  We knew making
this decision that we could stand to lose a customer, however
two wrongs don't make a right and when it comes to the safety of our
customers, we have to put them first. 

As far as the request for compensation for [redacted]
[redacted]'s time spent taking the e-learning on-line class, we politely
decline.  Most, if not all techs that take the course,
complete it in 1.5 hours or less.   As a gesture of goodwill I
have authorized a gift card valued to $50 for [redacted] should he accept our offer.

Please feel free to contact me should you have any further
questions.


My Very Best Regards,
[redacted]

Review: I contacted Mobileye early last week and ordered a Mobileye 560 collision warning system ($899.94). I asked to install the unit myself and was told I could do so but would have to take their online training class and order the tools. I completed the class (several hours) and notified them. I was told everything was OK and asked if I was available after 3pm on April 17th to get the order placed for the installation tools. This call never occurred and it was at this point that they really just stopped communicating with me. After inquiring I was told there was now an issue as far as letting me do the installation, but that it would be resolved at a meeting Friday April 18th. I never got another update from them and just had to keep calling (for a week). The response was always the same, they were "thinking about it".

In addition the the several hours of training, I spent a substantial amount of time trying to contact them to get updates.

My basic complaints are as follows:

1. They sold me the system and told me I could do the installation... had me go through training, and then failed to honor their agreement to sell me the tools.

2. Failure to communicate (return calls / emails / etc) for a week wasting more of my time than the training did just trying to get answers.

3. Failure to work with me at any level to resolve this. (I was offered a "20$ gift certificate of my choice" before the gentlemen hung up on me).

4. The general disdain / contempt they have shown me even though they were the ones who created the mess.

I've been nothing but polite with them. I did insist on a resolution other than a simple refund, but that was it. They resolved it by hanging up on me.

**I have the email chain verifying all of the above... as well as the last half of the call I finally got back telling me they would do absolutely nothing (other than the sarcastic 20$ gift certificate of my choice).**Desired Settlement: I would like to be compensated for taking their training course and time wasted trying to resolve the issue with them. The training took around 3 hours, and I've spent at least another 2 or 3 begging them for an update. They had a wide variety of options to resolve this but would absolutely not work with me. and offered me nothing in return for wasting all of this time.

Business

Response:

To Whom it May Concern:

In response to [redacted]'s complaint I would like to offer

the following explanation.

It is unfortunate that this series of events took place due

to mistakes made by two fairly new hires. As a matter of Mobileye

Policy and stated on our website, Mobileye Product must be installed by a

professional certified Mobileye installer. [redacted] convinced our

new hire that he was proficient and could install the product himself.

From there the new hire offered the on-line training course to [redacted].

Once this chain of events was brought about to a

supervisor, he took [redacted]'s request to do a self-install,

to upper management for a ruling. During that time frame

both myself and my counterpart were out of the office on business, which was

the cause for the delay in getting back to [redacted]

[redacted]. The management team discussed whether or not to

take a chance and let [redacted] purchase the installation tools and let him

complete his install or to follow policy and not make an exception. We

chose to "not make an exception" for the following reasons:

Our Mobileye

install partners carry 1 million dollars of liability insurance due to the

fact that this specialized collision avoidance technology is hard wired

into the vehicle computer network and produces alerts/warnings to an

impending collision.

Our

Mobileye install partners are generally either MECP Certified or ASE

Certified. [redacted] does not carry these qualifications to our

knowledge

Given

the installation tools, [redacted] could have potentially gone into

the business of installing Mobileye into vehicles without the

proper knowledge of vehicles electrical systems therefore putting

potential customers in a false state of safety which in turn would put

Mobileye in liable situation

We are

very critical in our selection of certified installers. In fact we

only have approximately 500 certified installers in

North America

[redacted] has every right to be upset concerning the chain

of events and we have re-trained all employees as to the parameters

of filtering these types of requests. We knew making

this decision that we could stand to lose a customer, however

two wrongs don't make a right and when it comes to the safety of our

customers, we have to put them first.

As far as the request for compensation for [redacted]

[redacted]'s time spent taking the e-learning on-line class, we politely

decline. Most, if not all techs that take the course,

complete it in 1.5 hours or less. As a gesture of goodwill I

have authorized a gift card valued to $50 for [redacted] should he accept our offer.

Please feel free to contact me should you have any further

questions.

My Very Best Regards,

[redacted]