With all due respect to Cadoo we feel it is important to clarify a few points and explain to the community exactly what happened. I do not believe that Cadoo is deliberately misinforming the community but there are some statements made in his posts that are incorrect and need to be clarified.
Cadoo stated “At first Stillen didn’t want to help, claimed I didn’t fill out the warranty or pay for it, (even though I have copies of it), and they denied everything and were no help at all.” This is incorrect. While Cadoo may have purchased the optional supplementary powertrain warranty his shop did not. We did not sell the kit to Cadoo it was sold to the installation shop and when completing our supercharger waiver form during the order process they elected not to purchase the warranty. Hence the reason we stated that there was no supplementary warranty coverage. Additionally, we worked with a third party shop to get the customers vehicle moved to the front of the line of their work load and to begin the tear down process. Our reason for wanting to do this is because a third party shop would be able to give a fair and unbiased explanation of exactly what occurred. Either Cadoo or his installation shop elected not to do this.
STILLEN and UPREV continued to work together in an effort to understand what occurred with this vehicle and why the engine failed. In doing so, UPREV studied the STILLEN tune file and confirmed that there was nothing of concern in the file. From there they took their in house 2018 test mule and loaded the STILLEN tune file on to this vehicle. At this time it was discovered that due to a technical error in the UPREV software the timing adjustments were not actually being made on 2018 vehicles. The adjustments were available to be made at the time the tune file was created but when the tune was loaded to the vehicle they were not actually being accepted.
Immediately upon discovering this UPREV stated that they were prepared to stand behind their product and made STILLEN the offer to retrieve the vehicle, replace the engine and ship the vehicle back to the customer at no out of pocket expense to the shop or the customer. Unfortunately, the shop performing the work had already replaced the engine so this was not possible and/or necessary. Regardless, UPREV has agreed to reimburse the shop for their full invoiced amount.
STILLEN and UPREV have been working together for a decade with excellent results. STILLEN is the only company in the world with a CARB exempt forced induction solution that also features an optional supplemental 3 year/36,000 mile warranty. We stand behind our partner in UPREV and we recognize that without their work and support over the years STILLEN would not have been able to achieve these goals. A mistake was made but they have done the right thing and they will be reimbursing the shop for their expenses. STILLEN has also changed our procedures in sending out tunes for 2017+ vehicles. The issue only seems to have affected 2018 vehicles but just to be safe we went back one year in case there were any “running production changes” made by NISSAN that may have affected this. Going forward STILLEN sends out a base file that is to be tested by the end user or the shop performing this installation prior to installing the supercharger system. This base file loads various parameters that are then monitored during a data log to be completed after the test file has been loaded. During the review of the data log we are able to see if all of our desired changes have taken effect. Once we confirm the changes have taken effect correctly we then create and distribute the appropriate supercharger file and approve the shop to proceed with the installation of the supercharger.
Both UPREV and STILLEN strive to offer the best Customer Service possible. No company is perfect and mistakes can happen but both companies work hard to right the wrongs and to take care of our customers.
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