Am I wrong on this?
 

Long story short, when I bought my Whipple SC kit, it came with the FlashPaq handheld programmer. Since day one, the programmer will not perform it's diagnostic/code reading functions. It loaded the tune file just fine, even logs data, however when you select the diagnostic/code read function, the programmer re-boots itself, every time. I contacted Whipple about this in June and have been going back and forth with them, even sent the tuner into SuperChips for diagnostics/repair. Everybody is stumped, claims the tuner works fine on their end, that it has to be something wrong with the "software" in my ECM. My autozone code reader works like a champ. So, after 5 months of e-mails, shipping back and forth (same unit), Whipple told me I needed to give them $100 and they would send me the new SXT tuner they are selling with the current kits. I think that is piss poor customer service/product support/ or whatever you want to call it. Am I wrong for expecting Whipple to replace the defective product they supplied me with a functioning one, of equal or greater value, without an additional charge, especially after 5 months of grief??

Just looking for a sanity check here...

Thanks in advance,
Scott

You are right in that they should make it right and send you the sxt for free exchange. Im surprised a company like Whipple wouldn't handle this better

Thanks, that's what I thought, too. Just want what I paid for to work like it was supposed to. My hope is that somebody (Whipple) will get wind of this and make it right.

very few companies have customer service anymore......its been replaced by customer excuses........they just answer the phone nicely and give you excuses why it is your fault......no theirs.

I some what agree with you, if it works for them then maybe there's something wrong on your end. But they still should work with you.