Hi Michael,

Judging by one of your latest posts, should I assume you will not be coming on Tuesday?

Just for reference, I never refused to tune or work on your car. I was simply making sure that we’re on the same page as far as your engine health and any power/reliability expectations you may have. It seems that you took that e-mail very personally but I didn’t mean for it to come off that way. After reviewing the e-mail, my wording may not have been the best, so I apologize for that.

As an example, I had a very similar situation with another customer who came from another shop. He had his 07 STI tuned there and within a week it started running very poorly. He did a compression/leakdown test and found 15% leakage on #4 and 2-5% on the others. He gave me this information and still wanted me to tune the car for him to make sure the engine lasts as long as possible until he’s ready to build a new one. At this point he explained that he understand that his engine is already hurt and will not hold me responsible if the engine fails. I had no problem at all tuning his car under this mutual understanding. I went ahead with the tune and this particular car has been running fine for almost a year now. He did another leakdown recently and the results were identical to the previous test. We were both happy to find out that no additional damage was caused since my re-tune.

This is a very similar situation to yours and it was handled without any issues or drama simply because the customer came to me with all the information and explained his very realistic expectations. This is all I wanted to clarify with you and that was the purpose of my e-mail. I did not mean to offend you in any way and I did not mean to come off as if we’re too good to work on your car. We just need to have a mutual understanding of our expectations. If this was unclear, I sincerely apologize for how the e-mail came off initially. Customer service is EXTREMELY important to me and is always my top priority. I’m also usually very good at communicating with people and I generally have an easy time getting along with almost everyone. As you’ve said, every shop has a bad day, and in this case I seem to have sent out an e-mail that did not come across as I meant it.

I honestly hope we can get past this and still do business together.

Thanks
-- Ed