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Anyone know how long Cobb takes to respond to the "ECU not recognized" issue?

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MELBOURNE
#1
I was excited to receive the AP from CJ Pony parts last Thursday, and went out immediately to try an install it.

Soon as I chose to program the tune, it came back with an error stating ECU not recognized, seek support from Cobb. It also opened the option to download the factory ECU program, which I did.

This happened at 5 minutes past business hours at Cobb, of course. So I floundered through their site, and finally found a small link about new ECUs. Uploaded the ECU program as instructed... and now I am waiting. No reply from Cobb, no indication how long it will take to work a program for my car, and very likely they are headed out to Christmas break.

Little bit irritated with this whole thing. I have $500 worth of paperweight with other parts inbound that will need a tune to support them.

Has anyone else gone through this PITA process? If so, how long did it take for them to actually respond?
 


jeff

2000 Post Club
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#3
Sounds like you just missed them. My AP had a similar weird problem. I called and did what they said to fix it. The problem persisted and it took 4 calls but I finally got it all working. They were great to work with and very helpful. Breathe easy, call them tomorrow, they should be able to get you going quickly.
 


OP
2Cool
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Thread Starter #4
I called them early Friday, the response I received was "yeah, that happens." And a guesstimate of 3 days to weeks. Main reason I checked here, just to see if anyone else had better input than the guy answering the phone at Cobb.
 


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Austin
#5
I may have seen your request and it looks like you had the wrong part number Accessport. If so, I'd recommend contacting CJPP so they can get you the right one! Let us know how it turns out.

Ian
 


OP
2Cool
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Thread Starter #6
Well that would have been nice to find out either after my email and ECU program submission, or my phone call on Friday. Lots of dropping the ball here.
 


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Oconomowoc
#7
Well that would have been nice to find out either after my email and ECU program submission, or my phone call on Friday. Lots of dropping the ball here.
Sounds like you should be po'd @ CJ Pony and not Cobb if they sent you the wrong part.
 


OP
2Cool
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MELBOURNE
Thread Starter #8
Oh yes, I am upset with CJs. However, I received no reply or response from Cobb despite emailing them, then sending them a copy of the ECU files, and finally calling them on Friday. I would have been sitting here waiting for a tune while Cobb reps were all "may have seen your request and it looks like you had the wrong part number Accessport" but not bothering to actually contact me and let me know that fact. Had I not of posted here I would never have known that Cobb has identified the incorrect AP was being used, but hey, why tell the customer that? Just laugh a bit and head out to Christmas break.

Sorry, that is bullcrap customer service.

I am addressing the issue with CJs. I am not happy with either of them, but together they have managed to completely piss me off.
 


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Austin
#10
Sorry! Its a tricky thing to spot the wrong serial number Accessport on those ROM submissions, so the customer service guys probably just missed it when they looked at the submission ticket really quick. I'll give them a reminder to look for that info next time, so I apologize for our oversight in your case!

You should have gotten an email from me. Please reply back to that with your full shipping address and t-shirt size so we can send you an "I'm sorry" something.

Ian
 


OP
2Cool
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Thread Starter #11
Sorry! Its a tricky thing to spot the wrong serial number Accessport on those ROM submissions, so the customer service guys probably just missed it when they looked at the submission ticket really quick. I'll give them a reminder to look for that info next time, so I apologize for our oversight in your case!

You should have gotten an email from me. Please reply back to that with your full shipping address and t-shirt size so we can send you an "I'm sorry" something.

Ian
I had an email from Sam, I explained the part number issue and included your quote above. Appreciate the replies.
 




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