FiTech EFI system

subcom said
So, updating my post with a little rant. I sent the unit back. It was received by Fitech on Nov 8th. Cody told me on the phone that they usually process RMAs in 3-4 days. Ok, it's been a little more than 3-4 days and even at this point I would still accept if the unit was to arrive at the end of the month, but communication from these people is terrible. I've sent emails, tried calling, left voicemails, even sent a PM through their Facebook page and no response. I understand that they are busy and are maybe back ordered. That's a wonderful problem to have, especially for a new business but they need to staff up. And the very last thing they should be doing is letting all of their dirty laundry air on Facebook and allowing social media to be their support forum. That is a terrible business/customer service model. They need to step up their game on customer documentation, a knowledge base and maybe their own (and moderated) support forum. //rant off

Quick update. Just got off the phone with JEGS, where I bought the unit. JEGS customer support validated my own observations. "FITECH support is terrible", they said. JEGS doesn't have a lot of recourse since I sent the unit back to the mfr, but the lady was nice enough to fire off an email to FITECH with the hopes that a JEGS email would have more weight than mine. Guess what? I immediately got a response through the Facebook IM. FITECH claims they were "waiting on an ecu which they are receiving tomorrow" and will be sending back my unit tomorrow or the day after.

Here is my take on this. For those of us that have bought these units, we are "early adopters". The company is going through growing pains, as well as design or quality issues and are probably processing a ton of RMAs, as they sort out their design, assembly, parts supplies or in-house QC issues. I know how it goes. I owned a hardware company and designed and manufactured industrial spec embedded systems for 10 years. It's hard to get your product 100% the first time and inevitably you end up cycling a lot of product out of the field and back to your lab for re-work or replacement, the latter being the least desirable due to cost....So, my feeling is, if you are fine being an "early adopter" and going through the growing pains along with a start-up company, then FITECH is right for you. The product has a lot of promise and you might luck out and get a good unit. If this is for your daily driver and not a weekend warrior vehicle like mine, I would maybe wait till they get settled and are shipping more consistently reliable product. I'm still hopeful mine will work out and will gladly report back here with my results. After all, it did run good, the few brief times I drove it and I would love to see FITECH succeed.