Pure Diesel Power

Thank you for being a longtime Pure Diesel Power customer, and we’re sorry your first experience with a return was this frustrating. Your feedback is fair. Our return policy explains what can and cannot be returned, but we can see that we have not done a good enough job explaining what actually happens after a return request is submitted, what steps need to be completed, and when an item should be shipped. The “Awaiting Customer Return” status clearly added to the confusion in this case. We’re reviewing and updating our return process so customers receive clearer step-by-step instructions, including where each item needs to go and whether approval or additional information is required before shipping anything back. We also need to improve the communication between those steps so customers aren’t left waiting days wondering what to do next. We hate that it took an experience like yours to expose some of these problems, especially after you’ve trusted us with your business for so long. We appreciate you bringing it to our attention, and we are going to use this feedback to make the return process much easier and clearer going forward.

Maikel, we are sincerely sorry for the frustration, inconvenience, and downtime this order caused you. The correct part number was ordered, but the item was shipped directly from our supplier, and the box labeled with the correct part number contained a different timing cover. Although the packaging error occurred at the supplier, we understand that you placed the order with Pure Diesel Power and that it was our responsibility to help resolve the situation. We worked with the supplier and searched other available sources for the correct cover, but unfortunately we were unable to locate one that could be supplied. We provided a prepaid return label and also offered to arrange a UPS pickup at your location to make the return as easy as possible. Once the complete kit is returned, we will issue a full credit. We appreciate your acknowledgment that our representative was courteous and attempted to resolve the problem. We regret that the process was slower and more frustrating than it should have been, and we are sorry we were unable to provide the exact part you needed.

Hi John, we’re sorry to see this review, especially since we have been actively trying to determine what caused the intercooler boot issue. When you called before placing the order, our sales team reviewed and confirmed that the items included in your order were compatible with your truck. After you later contacted us about the intercooler boots, we responded the same day and contacted the manufacturer for additional fitment guidance. Based on the photos provided, the manufacturer believes the boots and intercooler piping previously installed on the truck may be aftermarket rather than the original factory components. We requested additional pictures of the intercooler piping and both boots so we could continue investigating, but we have not yet received them. We also called twice today to follow up, but unfortunately we were unable to reach you or leave a voicemail. Please send the requested photos or contact us directly so we can continue working toward a resolution. If you are experiencing any other issues with the order, please let us know. We are more than willing to help investigate and resolve any concerns you may have.

Caleb, we sincerely apologize that the ECM was not programmed correctly and that resolving the issue took longer than it should have. We understand that you could not leave your truck down indefinitely while waiting for a solution. We would, however, like to clarify the communication history. After the issue was first reported, we contacted KT Performance, the parent company of Diamond T ECM, and were advised that they would contact you directly to troubleshoot the ECM. Because of that, our team initially believed the issue was being handled directly between you and the programmer. We later learned that the two parties had not connected, which contributed to part of the delay. KT Performance emailed you on July 1 requesting a time to discuss the issue. Between July 10 and July 15, our team also placed five phone calls attempting to reach you, in addition to sending emails and text messages. Unfortunately, we were unable to connect with you by phone during those attempts. The programmer offered to correct the programming error at no charge and provide return shipping. Once we learned that you had already repaired your original ECM and no longer needed the replacement, we worked outside our normal policy for installed electronic components to authorize its return. A prepaid return label was provided, the ECM is now in transit, and Pure Diesel Power has approved a full refund with no restocking fee once the return is received. We accept responsibility for the original programming error and acknowledge that communication between all parties could have been clearer. At the same time, we want the record to accurately reflect that both Pure Diesel Power and the programmer made repeated attempts to contact you and resolve the problem. We appreciate you returning the ECM and hope the full refund brings this matter to a fair conclusion.