BEWARE iCarsoft and Diagnostic World’s Support and non existent warranty!

Submariner1

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Having been trying to resolve this since the 12 February, and what 20 emails too and fro.
Most of those were ridiculous “holding” messgaes ... fobbing off, rather than solving the problem.
Or even trying in an intelligent manner to resolve it.
They have admitted its faulty, but they want “their engineers to look into it” ... but no feedback since the 26th February.

As soon as I said “well as we are not getting any technical feedback, how about replacing it” .... radio silence.
4 emails unanswered ...

So just beware, as soon as you get your new unit.
CHECK IT THOROUGHLY - ALL FEATURES.
IF THERE IS EVEN A SHADOW OF DOUBT, THAT IT MIGHT BE FAULTY ; RETURN IT UNDER THE 14 DAY DISTANCE SELLING REGULATIONS.


Fundamentally there is no warranty .. its non existant.
Yes IMO, it is still the only viable product, for the hobbyist; but realise that it an unsupported product.
If it breaks even in warranty ... just bin it!

Scum companies
 

LostKiwi

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Sub, why is it you have so many issues with kit and companies that the rest of us don't seem to have?
 
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Submariner1

Submariner1

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Sub, why is it you have so many issues with kit and companies that the rest of us don't seem to have?

To be honest Alistair in the last 18 months, just about half of the things I bought were faulty.
I feel jinxed.

Thankfully the CL has been good.
Only big item (other than the bought with known faults and bringing her up to scratch ) were the Amp, and the stripped hub done by the wheel refurbishment company [and paid for by them in full].

Should know about the Amp tomorrow :):)
£200 or £1,300 lol
 
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Submariner1

Submariner1

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On 26 Feb 2018, at 10:21, Mr Barnett <support@icarsoft.us> wrote:

Hello Peter,

Nice day.
Thanks for your reply.

It seems that the software has bug on your car.

I have forward the details to our engineer.

They will try to solve it.
Pls let me know if you have any questions.

Thanks
Sincerely,
Barnett Davies,
USA Headquarters
Sales Engineer / Order Center

Not heard a word since! Er that was 26 days ago?
2 chasing emails from me ... both unanswered
Hardly my fault .....
 

umblecumbuz

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That reply is another typical 'stall and he'll go away' response, isn't it?

I'm wondering why your response has come from Uncle Sam, as presumably the unit was supplied from DW in Newcastle.

If so, as the ultimate reseller, your contract is with them and they bear primary liability. How they in turn resolve the issue with the distributors/manufacturers is their concern, not yours.
 

peterws1957

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That reply is another typical 'stall and he'll go away' response, isn't it?

I'm wondering why your response has come from Uncle Sam, as presumably the unit was supplied from DW in Newcastle.

If so, as the ultimate reseller, your contract is with them and they bear primary liability. How they in turn resolve the issue with the distributors/manufacturers is their concern, not yours.
This exactly. Too many retailers think they can fob you off to a manufacturer when things go wrong.
 
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Submariner1

Submariner1

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That reply is another typical 'stall and he'll go away' response, isn't it?

I'm wondering why your response has come from Uncle Sam, as presumably the unit was supplied from DW in Newcastle.

If so, as the ultimate reseller, your contract is with them and they bear primary liability. How they in turn resolve the issue with the distributors/manufacturers is their concern, not yours.

Yep got countless going nowhere emails.

So when you originally email the retailer twice and get NO Response, the only option is the Manufacturer.
Or small claims court.
In light of a totally unhelpful useless manual ( it doesnt even have a features list let alone a how to,do) it seemed sensible to ask the manufacturer.
At least that confirmed it should do it.

Subsequently after contacting iCarsoft global,
A lady called Lily from a different company, acting on behalf of the retailer DW, wrote saying she would resolve it. But then stopped responding to emails, when after a month we were getting nowhere, I asked for a replacement.
Then just like iCarsoft, ...... radio silence!

Neither have even asked me to send in the faulty unit (their description).
So I feel they just try and fob you off.

Surely any self respecting support arm
for a small product would have asked me to send it in for inspection.?

So being cynical I assume they never resolve things just fob people off until they give up.

I actually got much more, and faster, and infinitely more detailed support from John L.
Who tried it the next day and sent pictures!
 

LostKiwi

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Having read your reply from them:
1. It's a software bug.
2. A replacement unit won't fix it (same software).
3. The bugbhas been acknowledged and passed to their software team.
4. Software bugs take time to resolve.
5. A patch will come out in time.
6. You can apply the patch yourself.
 

V6Matty

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Having read your reply from them:
1. It's a software bug.
2. A replacement unit won't fix it (same software).
3. The bugbhas been acknowledged and passed to their software team.
4. Software bugs take time to resolve.
5. A patch will come out in time.
6. You can apply the patch yourself.

You almost sound like a software tec Alistair ;):p
 

umblecumbuz

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So when you originally email the retailer twice and get NO Response, the only option is the Manufacturer.
Or small claims court.


Wrong way round in my view.
Small Claims Court first, directed at the reseller.

If, as frequently happens, they do not turn up to defend the claim, you automatically get judgement, which opens up a whole raft of choices.

It can all be done online, and I have found it's the most effective way with reluctant resellers. They don't want bailiffs or garnishee orders or credit black listing - they'd sooner get you off their back at that stage, and pay up.
 

LostKiwi

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Wrong way round in my view.
Small Claims Court first, directed at the reseller.

If, as frequently happens, they do not turn up to defend the claim, you automatically get judgement, which opens up a whole raft of choices.

It can all be done online, and I have found it's the most effective way with reluctant resellers. They don't want bailiffs or garnishee orders or credit black listing - they'd sooner get you off their back at that stage, and pay up.
The courts usually want you to make reasonable efforts to resolve it without their involvement and you need to be able to show you've tried.
 

flowrider

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I think Submariner breaks these things deliberately. ;) He's either an undercover shopper testing aftersales service or just incredibly unlucky.
 
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Submariner1

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Having read your reply from them:
1. It's a software bug.
2. A replacement unit won't fix it (same software).
3. The bugbhas been acknowledged and passed to their software team.
4. Software bugs take time to resolve.
5. A patch will come out in time.
6. You can apply the patch yourself.

I would not disagree, other than Johns works (admittedly his car is later so may not be relevant to mine).

But if that is the case, then explain something is being done.

Ignoring emails is unhelpful to both parties and bluntly rude.
 

stwat

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Only one page? I'm disappointed.
 
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Submariner1

Submariner1

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They did.

"I have forward the details to our engineer.

They will try to solve it.".

Yes that was fine at the time but after a month no explanation of a possible outcome.

I thought it was fine to wait patiently for 3 weeks. So waited nearly 4 weeks and sent a chaser email ... not replied to.

Had they responded something like .” Chased our engineers so should have their response in a few days “ that would have been fine.
But no response .. and then no response to the second chaser ... is not imo good service.

Note. This started on the 12th of March.
 

M80

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A buyer has a technical piece of equipment that doesn't work as described. The seller has the liability of replacement or refund it isn't for the buyer to act as guinea pig while efforts are attempted to develop the equipment so it 'might' work.

My MBll went u/s, the seller suggested resets then emailed a patch, the unit wasn't wanting to play. The seller accepted the return and refunded. Resets might be reasonable but for me to apply a patch is me doing more than should be expected.

At least there is demonstrable communications for a court claim, but the sooner the better for this imho.
If the buyer dabbles with the software at the suggestion of the manufacturer (or some extra party) then the seller might reasonably defend his liability.

There are protocols to follow or the naive claimant might well have a 'valid' claim thrown out because of not following process. The County Court is no longer the easy claim track for the man in the street, as it originally purported to be.
You might decide that the effort to progress a defended claim just 'aint worth the effort required for the potential return of your initial outlay (+ allowable but restricted ex's), and you will be paying more for each step forward.

Personally I would send the 1st letter of claim intent to the seller.
A week later a letter before claim.
Then consider the claim itself.
 
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