Alcatek problems... Very annoyed !!!!
 

Ok so I'm kinda doing this on behalf of my brother who's recently done complete new engine job on his car with bigger turbo etc etc well 3 months ago to be exact, he sent his ecu off to Alcatek to have software updates put on it over 2 and a half months ago through a local tuner and we have heard nothing since, iv spoke to the tuner numerous times, and he can't get hold of anyone, now I think personally this is compleatly out of order not even to get a reply to emails have no other means of contact, no numbers found for the company, now after doing a little research it seems like there are a few other people in the same boat, can anyone help and maybe pm me a number so I can speak to the guy in person, cause its beyond a joke now, any help would be great

Errrr.... more details please... names??

Due this I would go next time with Syvecs,its simply worth just due technical and aftersale support

Sometimes is better sold un-updated SimTek and buy AlcaTek from dealers from over here


Jura

Not really sure what other details iv got, the ecu was sent away to to Alcatek to have updates for his new engine two and a half months ago and we still havmt heard a bean, we've sent emails, the tuner has sent emails with noting, the car should be on the road by now, it's really starting to get frustrating, this will be the last time I or anyone I know with subaru will be using Alcatek again, simply not worth the hassle I'm afraid, and I'm sure there are a good few on this forum who have had the same problem,


I agree Jura
Although its not mine it's my brothers. we had good faith.thinking it would be done in reasonable time,
The ecu has been sent to Alcatek in the uk as far as I'm aware,didn't know of it being overseas.. can't remember what the guys name was, andy rings a bell.. Think next time will be a link or a syvecs

Andy leech . He has a Facebook page that he seems to monitor - might be worth going on there. Google andy leech alcatek and you get the link

This is all so vague.
An ECU has been sent to a tuner whose name can't be remembered?
You have spoken to the guy but now want his number?

It could equally be Andrew Carr or Andy Forrest.

My wife had here ecu upgraded by Andy leech,we sent it off to him ourselves it did take a while at the time because of his back log of ecus to modify,and when I did manage To talk to him he was just getting over being ill,I would advise you to contact him on his face book page with all your details of when you sent the ecu off,further more if a tuner sent it off for you it should really be him that should be doing all the chasing up.SJ.

A bit vague ??? What else you need to know, what I had for breakfast this morning? It's got noting to do with the tuner so what the point in mentioning his name? It's out of his hands he's emaild tried getting in touch with no answer... The car has had new engine, sent the ecu off to alcatek to have software updated for his new engine and had noting back even after we have tried to be in touch, what more do you need to know ?

Just persevere mate I'm sure he will be in contact soon try his Facebook page,the only reason I mentioned your tuner was that they usually get taken more serious as they are a business and have more ecu's going to and throw to these specialist if you get my drift.I personally know how frustrating waiting long for a part is just dont let it get you down,and deal with it constructively,all the best.SJ.

Just curious...........who sent the ECU off for modification, you or the tuner?

Shaun

My brother did but it was through the tuner who sent the relevant information via email for the software update

thanks for the thread, I have a mate looking for a after market ECU and this thread will make him look down another route then an Alcatek.

Thanks for the info guys anyway, yeah I'm sure we will get it back at some point but the fact that its been this long without a single reply is very frustrating, I'm sure the guy Is very busy and there is a cue, but for one if my brother had known about the wait we would have got another ecu, the fact that the best part of the summer will be gone by the time the cars mapped so no track days for another year.. But the most annoying things is not one reply to me or the tuner who were using is not good customer service, iv been on the phone to the tuner this morning to see if heard anymore!!! To his answer noting at all....

Sorry... non response to emails is unacceptable and unprofessional... whomever it is.

+1

Not what you want to be hearing really, I've seen a few threads now along the same lines, and unfortunately does cast doubt in my mind should you ever have a problem in the future that needs sorting that the same thing is not going to happen again.

It's understandable that the guy is probably run off his feet with all the updates but surely there must be some kind of system to work to :wonder: what good is sending off an ecu for update if you already have a shìt load sat in front of you waiting for the same thing, and all the time waiting you could be wasting tax on the car, insurance etc so all in all works out a lot more money when you factor in every thing else along with it.

Were you not advised by your mapper that the upgrades could take a while to be added. I was ,so I didnt bother getting my mapper to get the upgrades done. Of course I will, once the delays have sorted themselves out...

No we wasn't however, is 2 and a half months nearly 3 months long enough to wait? 5 weeks maybe,mayve more with some contact.... besides that's not my point .the point is we have had no contact and now I'm having to try get and get some answers myself

Alcatek contact details: Andrew- 08701996299
Alcatek Control Systems
Titteringdales
Pye Lane
Grasmere
LA22 9RQ
It would be worth checking with your tuner that a) the part has been sent to the correct address and b) a return address was with the part. Not being cuastic but apparently ecu's do turn up there with no return address.
When I sent mine for upgrade I phoned first and booked it in. It was returned to me within 3 weeks.
From my experience Andrew is the nicest chap over the phone and will help you get it sorted I'm sure. E-mail isn't the best way in this case as with many small buisnesses they just dont have time to sift through them.
Customer care isn't an issue with Alcatek
Trev

putting doubts in my head now about getting alcatek next month.. I thought the aftersales where 2nd to none. as my car is a every day car I need it to be reliable as oem ecu....

I've never heard 'aftersales second to none' they're just very busy.
Nothing wrong with the ECU and certainly fit for purpose.
Trev

The alcatek ecu itself is fine, its just the people wanting to upgrade their ecu from a simtek to an alcatek that may run into issues...

I received mine all upgraded in 5 working days... I did state I didn't need my existing map that probably made things easier.

mines being fitted 25 july with a 3bar map sensor. cant wait to what there like

Nobody is questioning the work here, all I'm after is an answer how long it's gonna be and a reply to a simple email would be enough. Thank you for the info . Now I have a phone number I will call up tomorrow and see if I an get anymore information in what's going on .. Thanks again scooby net

Seems a bit long.

I have had the odd one take a while, one imparticular was a challenge when a customer posted ecu in a box with no return address or info saying why it was there.

Alcatek currently have two of my customers ecu and spoke to Andy this morning and he was upgrading one which has been there 2.5weeks but I know Andy had a week away and came back to a pile of ecus.

All you can do is get the tuner to chase it
Simon

Hi Simon Ryan rang you a few days ago to get his number if you remember ? .. Iv done everything possible to chase this up, that's why iv posted on here...

Its really the job of the tuners thats sent it to sort.

See post 15 ............ it wasn't the tuner that sent it Simon. Contract in law will reside with the OP's Brother.

Shaun

Can I ask - does anyone know if the ECU was delivered to Alcatek?

I take it that it was sent Recorded Delivery, tracked etc?

If Simon is saying that Andy/Alcatek have a lead time of about 2.5 weeks then the OP's brother should have had his done way before now.

I know that this doesn't help with the lack of communication but I'd suggest that someone needs to be sure that the ECU did get there, otherwise there's a lot more wasted time waiting in the wings.