Pure Diesel Power

感谢您长期以来对 Pure Diesel Power 的支持，很抱歉您的首次退货体验如此令人沮丧。 您的反馈很中肯。我们的退货政策说明了哪些商品可以退、哪些不行，但我们确实没有把提交退货申请后实际会发生什么、需要完成哪些步骤、以及商品何时发货解释清楚。"Awaiting Customer Return"（等待客户退货）这个状态显然也加剧了您的困惑。 我们正在审查并更新退货流程，让客户收到更清晰的逐步指引，包括每件商品需要寄到哪里、寄回前是否需要审批或补充信息。同时我们也需要改善各环节之间的沟通，避免让客户干等好几天却不知道下一步该做什么。 很遗憾需要经历您这样的遭遇才暴露出这些问题，尤其是您已经信任我们这么久。感谢您指出这些问题，我们会利用这次反馈让今后的退货流程更加简单清晰。

Maikel，对于这次订单给您带来的困扰、不便和停机时间，我们深表歉意。 订单中的零件编号是正确的，但商品由供应商直接发货，贴有正确零件编号的箱子里却装了一个不同的正时盖。虽然包装错误发生在供应商处，但我们明白您是向 Pure Diesel Power 下单的，我们有责任协助解决此事。 我们与供应商沟通，并尝试从其他渠道寻找正确的盖子，但遗憾的是未能找到可供应的货源。我们提供了预付退货标签，并主动提出安排 UPS 上门取件，以最大程度方便您退货。收到完整套件后，我们将全额退款。 感谢您认可我们客服代表的礼貌态度以及解决问题的诚意。我们很遗憾整个流程比应有的更慢、更令人沮丧，也很抱歉没能提供您需要的确切零件。

John 您好，看到这条评价我们很遗憾，尤其是我们一直在积极调查中冷器软管问题的原因。 您下单前致电时，我们的销售团队已审核并确认您订单中的商品与您的卡车兼容。之后您就中冷器软管联系我们，我们当天就回复并联系了制造商寻求更多适配指导。 根据您提供的照片，制造商认为卡车上之前安装的软管和中冷器管路可能是副厂件而非原厂部件。我们请求您补充拍摄中冷器管路和两个软管的更多照片以便继续调查，但至今尚未收到。 我们今天也两次致电跟进，但很遗憾未能联系上您或留下语音留言。请发送所需照片或直接联系我们，以便我们继续推动问题解决。如果您在订单方面还有其他问题，请随时告知。我们非常乐意协助调查并解决您的任何疑虑。

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.