FoxFlash defective, support wasted days, then it started smoking — no solution offered
I purchased a brand-new FoxFlash programmer from VXDAS (Order #VXDAS15829EN). From the beginning, the tool was completely non-functional — no ECU communication, no power from the BenchBox, and no response even when trying different ECUs with direct wiring. Initially, there was no smoke. It appeared on the 3-rd day, after I had already spent many hours testing. While chatting with the support team via messenger and preparing to send photos (as requested), I left the BenchBox powered on with a test ECU connected — just to show how everything was wired. I got distracted while writing the message, and a few minutes later I noticed a strong burning smell. Smoke was coming from the BenchBox. I recorded a video as proof and sent it to them. Sadly, I couldn’t include the smell of burnt electronics. I spent over 20 hours across two evenings carefully troubleshooting. I’m a professional ECU technician, and my setup was correct. Yet instead of offering a refund or replacement, they just kept asking for more photos — as if I were a beginner. I even told them that I had already taken everything apart, having exhausted every option. I clearly explained the issue to their representative via messenger and even offered specific options to resolve the situation — but her reply was simply that she is “just a representative” and that the technical team would decide how (and if) they would handle it. When I directly asked “when will you resolve this?”, the reply I got was “I’ll have lunch first, then I will talk to the team.” After that — complete silence. I had to follow up again more than 24 hours later to receive a vague, noncommittal response. Meanwhile, more than 48 hours passed since our first contact, and the first thing I was asked was my order number — even though it was already clearly provided in earlier messages within the same chat, along with the tracking number. This felt more like a strategy to delay resolution than to help. Most of their public replies on Trustpilot say “we will check and solve the problem,” yet the reviews are never updated — which strongly suggests that these problems are rarely resolved. Their responses seem more like routine deflection than genuine support. At this point, I no longer have any interest in using FoxFlash from this company again. I’ve lost two days of work and nearly $700. I strongly discourage anyone from buying from this store. I have saved all correspondence, including the video evidence and purchase confirmation. If the company eventually resolves the matter, I will consider updating this review to reflect the outcome — but nothing changes the fact that the support process has already been unacceptably poor.