[yxc145]

Hi All

I want to share my latest experience with Burger tuning after sale customer service.

I ordered the Burger JB3 kit for my F10. I got the Harness A (for the earlier built model), but I need the harness B. Doesn't matter if I ordered the wrong one by mistake or if my cable was torn, or maybe I got a new F10 to replace my old one, it really shouldn't be a problem for Burger Tuning to send/sell me a replacement cable.
Their response is that cable cannot be sold separately. A whole new kit needs to be purchased.
I found that hard to believe. What if they sendt defective parts and they need to replace them? Are they just trying to make more money?

So for any of you out there that are thinking about purchasing Burger Kits, Be careful. Make sure you order the right stuff, be sure to never break anything. Because they won't replace them! Horrible post sale customer service.

[L7AS]

I actually ordered the wrong tune, and I came over to their place and Terry replaced my kit with the one for my F10 with the correct harnesses. He even installed it for me!

So, I don't know why this happened to you.

[yxc145]

I heard he was a flexible, reasonable man. I don't know what happened to him. I offered to PURCHASE a harness B. They insist that a whole new kit needs to be purchased. I heard this is not the 1st time this has happened either.
I don't know. Maybe you got lucky?

[thenewrick]

BMW dealership wont sell me a 6 inch piece of plastic door-button surroundings separate and said I'd have to buy an entire door for $1000's of dollars. Maybe they just package them up and keep a small stock? Why didn't you just send back the kit and get a new one? That seems like the most logical thing to do

[kthankzbye]

Why not just sell it to someone with the correct harness.

[550XiBlueMSport]

Terry was great for me he asked for pics of my engine before he even shipped the kit.

[Rbembas_M3]

He switch my box ASAP for me when stage two wouldn't run on my 6MT now they have the wiring for the stage 2 and Terry sent me the firmware that was needed to run in my car. Guess you must of pissed someone off?

[buildbright]

Terry is known for great customer service. Must be more to the story.

[yxc145]

He was a nice person. I knew. There really is not more to this story. I simply ask for harness B replacement for the harness A. Since they refused, I offered to purchase it. Their response is that they don't separate the "WHOLE KIT", can't sell the harness by itself. Which I found hard to believe because all of you are saying he was very nice and willing to replace/exchange it.
Maybe you guys can help me out and talk some sense into him?

[yxc145]

There are other members saying he refuses to provide service to used kits purchased from another member. That is not right. I think a good company should provide customer support to all kits originally purchased from authorized dealer.

Let's say if your older F10 with harness A Jack was totaled and got brand new F10 that has the harness B connector, will you purchase a brand new kit when you know old one works and only needs a different harness?
I would like to know.

[RambleJ]

So 2 threads about the same exact thing on the same forum....

It could quite possibly be the harness a and b actually use a different module box. You are purely assuming it does not.

How long did you use the tune before changing F10s to where you updated from harness A to harness B.

[buildbright]

Originally Posted by RambleJ

So 2 threads about the same exact thing on the same forum....

It could quite possibly be the harness a and b actually use a different module box. You are purely assuming it does not.

How long did you use the tune before changing F10s to where you updated from harness A to harness B.

The OP has some sort of agenda. You can tell the thread was started in anger and the fact there are two makes the point even more the OP is just trying to be slanderous.

[fazman]

I never had any issue with Terry and my jb4. I did receive customer service for defective issues with my AEs and Jason took care of that TWICE!!! Hands down i would buy again from BMS and Buy often from BMS.

Honestly, if the harness is really an issue... Just sell it to some one with the correct need and just buy a new JB with the correct harness? If you don't want to go BMS anymore... Try cobb AP or dinan???

[fazman]

Wait a second... Did u say JB3??? Or did u mean jb4??? Because if u r talking old hardware that they probably don't make anymore.... I can see the justification to tell u to upgrade from old stuff to newer support products.

They probably buy this stuff in bulk to pass along savings to us, it doesn't mean we should expect them to supply legacy parts forever.... If the solution is to upgrade from JB3 --> JB4 G5, then that does make A LOT of sense to me.

Try asking microsoft to support u on windows xp, they won't because the product has been End Of Life already. Just eat some cup o noodles for a month to save up for the upgrade rather then getting your springs cut to get the lowered look

[Mike@N54Tuning.com]

If you purchased the tune new from BMS or an authorized reseller they would swap it no problem if you happened to order the wrong harness and it was new. If this tune is new and you just bought it they probably misunderstood you. Just drop them a note to clarify that.

If you purchased it used or its been used you are basically on your own. BMS does not sell replacement harnesses. Per their terms and conditions the harness is covered under 12m warranty to the original purchaser. So if it breaks they will repair it for you. In practice they'll help you with any issue long after that and also regularly help even those who have purchased used with their support forum.

And for those who say BMS doesn't care about the F10 platform they have developed the Stage1 F10 tune, Stage2 F10 tune, and are getting close to releasing an F10 intake. So given the very small volume of F10s out there they are making an effort to help make your cars faster despite the numbers not quite adding up on the development end.

It sounds to me like OP sold his used tune to someone without making sure it would fit first. And if that is the case this thread is completely unjustified.

Mike

[blackberrycubed]

Yup, Mike you are right. Either OP has already sold it and realized it wont fit OR has someone interested in buying but cannot sell because harness does not match buyers car.

OP has it listed for sale here:
http://f10.5post.com/forums/showthread.php?t=841833



It is pretty sad that OP is giving the impression that he bought a new one with wrong harness and Terry is not letting him swap.

I have dealt with Terry a few times and his customer service is second to none.

[badblack550xi]

Must of been miss understanding i can't say enough good things about BMS costumer support.

[RambleJ]

Originally Posted by blackberrycubed

Yup, Mike you are right. Either OP has already sold it and realized it wont fit OR has someone interested in buying but cannot sell because harness does not match buyers car.

OP has it listed for sale here:
http://f10.5post.com/forums/showthread.php?t=841833



It is pretty sad that OP is giving the impression that he bought a new one with wrong harness and Terry is not letting him swap.

I have dealt with Terry a few times and his customer service is second to none.

Agreed, maybe the OP is finding out that selling his Harness A system is alot harder since there are a minimal amount of cars running around with that.

[swalsh2333]

I agree with the OP. It shouldn't matter where the system was purchased or if it was purchased used. If a replacement part is needed Burger should support their product and sell the replacement parts and provide service (at a cost). It's just bad business to say "You didn't purchase from me so go f-yourself". I personally would not buy from a company that has shady support practices and not providing support/service for the product YOU manufacturer is shady. Imagine Apple telling someone you can't buy an Apple charger because you bought the iPad from a friend?!?!? I don't think that would fly.

[HighConcept]

There's always going to be a bad apple every now and then.

The integrity of BMS is this: honest and passionate about product AND service.

Terry presents a tacit effort in regards to upgrades/designs. Seen and heard nothing but positive feedback in association to him and his work ethics.

It's one thing when mistreated with no resolve...and another to undermine when you didn't get what you wanted. This effect extends to both ends.

[scott135i]

Originally Posted by HighConcept

There's always going to be a bad apple every now and then.

The integrity of BMS is this: honest and passionate about product AND service.

Terry presents a tacit effort in regards to upgrades/designs. Seen and heard nothing but positive feedback in association to him and his work ethics.

It's one thing when mistreated with no resolve...and another to undermine when you didn't get what you wanted. This effect extends to both ends.

+1. Stand-up guy

[ppatel223]

His policies are clearly stated on his site. I don't know why people bitch. Make your decision based on written policies. There is no need for public protest. Usually cheap bastards do this kind of stuff.