ProTuning Freaks Customer Support MIA

[vroomvroomf80]

I've been trying to reach out to the Protuning Freaks support regarding a BM3 license transfer & have not received a response. I've worked with their support before & they usually follow up within a business day. This time around it's been silence for a few days & tried to escalate the ticket through their service desk site. Has anyone been in touch with their support team recently and/or experiencing service delays?

proTUNING Freaks Would anyone from your team be able to help me out?

Not sure if this is the right forum to address this concern & receive feedback but figured this would be an appropriate place to start & receive input.

[Dj_Quik]

Were you messaging them during the weekend? If thats the case theyre closed

[mike@x-ph.com]

When you say a few days, can you please be more specific? What date did you first contact them?

[b_w.]

they just did a license transfer for me in less than 24 hrs

[mwalter14]

Let us know how it goes.

Also trying to get PTF to finish the transfer of a license I received. Edit: They completed request over about 3 days with a little back and forth but got me sorted. Seller of the license was also helpful working with PTF.

[vroomvroomf80]

Quick update. I submitted the transfer request last Friday (3/15) & the transfer was processed yesterday (3/19). It took ~3 business days to hear back from their support.

[mike@x-ph.com]

Originally Posted by vroomvroomf80

Quick update. I submitted the transfer request last Friday (3/15) & the transfer was processed yesterday (3/19). It took ~3 business days to hear back from their support.

That's two business days.

You submitted the request on Friday. The first business day is Monday, and the second is Tuesday the 19th when you got a response.

I don't think they deserve to be called out with a thread for a two business day response.

[proTUNING Freaks]

Originally Posted by vroomvroomf80

I've been trying to reach out to the Protuning Freaks support regarding a BM3 license transfer & have not received a response. I've worked with their support before & they usually follow up within a business day. This time around it's been silence for a few days & tried to escalate the ticket through their service desk site. Has anyone been in touch with their support team recently and/or experiencing service delays?

proTUNING Freaks Would anyone from your team be able to help me out?

Not sure if this is the right forum to address this concern & receive feedback but figured this would be an appropriate place to start & receive input.

Hi vroomvroomf80 check your spam folder. Sometimes our emails end up in Spam and people think we haven't responded. You can send a ticket number to us which is on every auto-responder email to us so we can look it up as well.

As for license transfers, they're fully automated. All you do is relock flash the DME with the Stock Tune and do the license transfer in the app.

We get through every single email sent to us Mon-Fri 9-5PM (weekends and public holidays excluded). Nothing is ever left unresponded during these hours.

[M3SQRD]

Originally Posted by vroomvroomf80

Quick update. I submitted the transfer request last Friday (3/15) & the transfer was processed yesterday (3/19). It took ~3 business days to hear back from their support.

What time on Fri did you submit your ticket? PTF is on the east coast so if you sent it at or after 2 pm PDT, it’s already the weekend for them. It’s also interesting how you calculate the number of business days. I’d ask what generation you’re from but you’ve made that pretty clear.