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Topic: Issue with Accel ignition & customer service (Read 843 times) previous topic - next topic

Issue with Accel ignition & customer service

I got a weird issue. I got the accessory box (375+) for my Accel ignition (300+) so I could incorporate a two-step for better launches at the track. I hook it up and next thing you know the car is running like it has 20 degrees timing pulled. I called tech support. No help - they tell me I'll have to send it back. I tell him that's not a reasonable option as I want to race it Friday. He gives me the number of the real techs in another location.

The tech dude eventually tells me that there is a "software" issue and that I'd have to send both modules to him so he can "get them talking to each other". I told him there was only 5 weeks left in the racing season and that under no cirspoogestances am I leaving my car without an ignition due to their "firmware" issue. He tells me the older 300+ won't talk to the newer 375+ and the only way to fix it is to send them both back. This irritates me as he is telling me that they are competely incompetent (don't even keep firmware consistent between modules designed specifically to work as a pair) and that I will have to be severely inconvienienced as a result. I basically pleaded with him to do something like send me another 300+ module that will work with the newer 375+. He just says no and proceeds to give me the return address. I told him that under no cirspoogestances was he going to mess up the end of racing season for me (I am not about to trust them to get the modules back in a reasonable amount of time based on the numerous nightmare stories I have read about turn around times for repairs). He wouldn't even make any promise to have the units back before 5 weeks either, which in itself is kinda bizarre.

I then called the original tech help people back as they are in an office that could authorize sending me a replacement unit while I return the old module. The kid was sympathetic and offered to let me speak to his supervisor - he said she always returns call so I should leave a message. I left a long descriptive message with her, but she had 3 hours to return my call - but didn't. I will call back tomorrow every hour until I speak with her as I have her direct line.

I am so far baffled at their inability to offer me a reasonable solution to my situation. Am I asking for too much by asking for a working replacement - seeing as they have admitted that the flaw is 100% their fault?
11.96 @ 118 MPH old 306 KB; 428W coming soon.

Issue with Accel ignition & customer service

Reply #1 –
This is one of many reasons why I stay faaaarrrrr away from any Accel part.

You seriously want my solution? Call their competitor (note: Mallory and Accel are owned by the same company) MSD and tell them what happened. Tell them you need an ignition right NOW and how much off so you can return your Accel? You'd be surprised how willing they'd be to "help".

I'd also try going through wherever you bought it (Summit or Jeg's hopefully, they both have excellent customer service).

Either way I'd dump the things. Greater then 5 week turn-around means they haven't solved the issue yet.

Issue with Accel ignition & customer service

Reply #2 –
Nope.  But that's the thing -- they already have your money.  The other thing is, they don't know you're a member of this board and are sabotaging any chance of anyone on this board buying from them.  Nice work! :flame:

Issue with Accel ignition & customer service

Reply #3 –
Quote from: tc²;178441
Nope.  But that's the thing -- they already have your money.  The other thing is, they don't know you're a member of this board and are sabotaging any chance of anyone on this board buying from them.  Nice work! :flame:



I posted here because it's a relatively low-volume forum compared to the many other auto forums that I post on. I am going to imform them tomorrow that I have been pushing their product on many sites on the web (which is true), but that this will change in a dramatic way if they can't acknowlegde their issue and do the right thing. Selling products made for drag-racing and then messing with the racers bread-and-butter is NOT a way to run a business (they don't know that I only race for fun.)

A while back my machinist found one bad Probe piston as he was installing the pins for me - they sent another piston without question. This is how you run a business.
11.96 @ 118 MPH old 306 KB; 428W coming soon.

Issue with Accel ignition & customer service

Reply #4 –
i've had similar issues with accel and their customer service/tech lines.  i try not to sell their stuff unless i've got a lot of it in stock.  i don't like doing special orders from them, as they take too  long.  i would much rather sell a comparable mallory part.  msd would be better, but you're paying for a name on them... mallory is just as good.
91 ranger 2.3 turbo - nowhere near stock
87 thunderbird turbocoupe
06 pontiac g6 gt
:birdsmily:

Issue with Accel ignition & customer service

Reply #5 –
Quote from: turboranger91;178469
i would much rather sell a comparable mallory part.  msd would be better, but you're paying for a name on them... mallory is just as good.

No, Mallory is NOT.

1. Mallory is owned by the same parent company as Accel and
2. Any Mallory part that crosses into the Accel line IS an Accel part, molded in red, with a premium put on it and
3. Their tech centers are one and the same (see #1.)
 

Issue with Accel ignition & customer service

Reply #7 –
Yep, they are one big ol' conglomerate - difficult at best to get an answer from - but I did! I called and left 4 messages with the supervisor lady, then this dude called me and offered to "swap" the older igniton for a new one that will work with the new accessory box. I was happy with that - I just have to work at home that day and wait for the box to show up and give the old one to the UPS guy and get the new one from him. I hope I get the module this Friday - he said Monday at the latest.
11.96 @ 118 MPH old 306 KB; 428W coming soon.