I fully agree with everything Arin said, but I do think there were some things APR or their dealer could have done to avoid a lot of this when you look at the big picture. No doubt the ridiculousness of the customer did not help; I can’t imagine what it was like having to deal with him in person. Irrespective of Hansel, if the needed things were clearly explained early on, it would have probably helped matters. One hour of basic logging would have avoided this whole thing, and your dealer should have never reloaded the software without collecting the logs first.
When I contacted APR tech support with similar issues, all I got was that I should add a CPS, and they verified I had the correct software/maps installed. Absolutely no other suggestions or help was offered; even when I asked what else I could do. Luckily, I’m not a complete dumb f*%k like Hansel and I got help from some people on here to get me sorted out, but my experience with APR tech support was somewhat underwhelming/disappointing. However, I do believe I could have called back, contacted Arin, etc. and got the help I needed, but I would have expected slightly more on the front end. That’s where the customer’s expectation is set.
I’ll leave it at that as I know this probably won’t go over well with everyone. Also realize, my perspective is that of someone that managed a tech support organization for the past 10 years that dealt with infinitely more complex issues than this. I can say, I have dealt with issues and customers like this hundreds of times, and I would like to think I would have done things differently. With that said, there are definitely some issues I would have handled differently in retrospect, so…