Received today the RR Racing device for my 2012 IS350 F-Sport.

Arrived quickly, less than a week, and we'll packaged.


But there is one minor complaint, seems it was a returned item, open box device.



I do not work a shipping carrier, but some things you can have a feel for it it was used before.
IMO RR-Racing sent me a used device. I have never seen before, ever, for any new electronic product, it was opened to test it, and if they do, repack it on a brand new box, sealed, with plastic bags and ties... NOT some left over here you go and good luck.
Also,many Youtube videos opening the package, is mint, with all cables folded with ties and wrapped in a bag serial coded.
I even mention it to customer service said the following
"sometimes we open to test them here."
Naa, I don't buy it. The unit had to fingerprints on the screen and the box torn in a corner.

Once I connected it started having multiple error prompts




After testing with a laptop, then a desktop, installing, uninstalling, rebooting, scanning multiple times, the unit was able to work/scan as it should.
For the manager error, had to connect and disconnect several times until it read the device to upload/update it like a fifth time, lol.
And it had another error tech support has not seen before.



At least for my car is suppose to be K-Line.

The device read the ECU ID, saved and sent to tuning rr-racing. What finally did it was switch from Manual scan to Automatic back and forth a few times until it read the vehicle unit.

 

Hi, are you saying that you ordered it from Amazon? Please excuse if I misunderstood.
BTW: cool cat in the background. 🐈 😺

 

^The address on the package shows the RR Racing address in PA from where it was shipped from. I'll assume not an Amazon purchase.

But like you, I would have questioned the product quality right out of the box with it looking like it did. But glad it all seemed to have worked out FINALLY in the end.

Let us know if you end up having a before and after dyno session AND what the # show.

 

Post has been edited for better understanding in regards to shipping. The item was purchased at RR-Racing website.
RR-Racing do admit the item is OPEN BOX, their excuse is they opened it for testing. (yeah right!)




​​​​​The moment I took the package out I knew this was opened item, way before sering the cables, the pictures are NOT staged.
I have never before opened an electronic and the seller tells me, Oh we opened it for testing... and if so it is disclosed as such to prevent what is just happening. His defense is unit worked, well it kind of and it did not, with bugs and issues, and regardless that is not the argument of this thread, but that the item was delivered opened/used.

WHY NO OTHER RR-RACING SOLD UNITS ARRIVE OPEN LIKE MINE?
I asked them for $50 partial refund.
How many of you have received their unit in the same used condition (previously opened allegedly for testing)?

 

Thanks for the clarification. I completely missed the picture with the box/address lol Anyways, not sure if y'all have heard of marty motoring (YouTube). He's recently purchased the supercharger for an IS350 ('11 or '12...). He's posting the work/progress. Link below if interested.

 

Am having at least one issue with the tune.
Cannot manually shift in S mode when full throttle, it will shift automatically when it reaches around 7.0k .
Normal manual shifting is possible on S, but when 100% throttle, no.
Tech support states I need to upshift then downshift to enable the feature. I tried it and did not work.
You already know who am dealing at RR-Racing, nothing against him, but the company marketing practice is BS.
He states I bought a tune, not a device, and he dares to ask me, where does it say the device has to be new at the moment of sale?? - -

His logic is, tune was uploaded is somewhat working, so what does it matter if the device is used or new...

*What!?* seriously?
nothing against him, this is not personal, is about customer service and delivering the goods as promised. C'mmon, I have to now make sure when buying the headers that they do not arrive used, because, nowhere does it say NIB... right?!

 

I always thought of RR-Racing as a stand up company, but selling an open box item as new, then
To justify the transaction as no big deal…. Don’t think I would do business with them again. They
should have corrected their mistake and apologized for the inconvenience.

 

We did not make a mistake, nor did we ship anything used. Every single box we send out gets opened because we have to remove every single device from its box and initialize it prior to shipment. Every unit essentially gets married to us (as a tuner) as well as to a specific brand of car (in our case Lexus or Porsche).

There was absolutely nothing wrong with the device and it was 100% new. Maybe the mygenius box it came in was slightly damaged, but that sometimes happens as these tuners are shipped to us in bulk from Italy, and sometimes the boxes get compressed a bit depending on how it was handled in transit.

Any issues with programming are due to the customer not updating the firmware and not because there was anything defective with the device. The first step to using this device is installing the software on a PC, connecting the mygenius, and performing firmware update.

So bottom lines is that we shipped a brand new device. We spoke to the customer and assisted with his tuning issues. And to the best of my knowledge the customer successfully updated the tune. The customer asked for a $50. refund, but I want to emphasize, EMPHATICALLY, that we did not ship a used device, there was nothing wrong with the device, we promptly provided all the necessary email and phone support, and therefore there was no reason for us to refund $50.

We are a small company, and for the past 6 years we have been absolutely dedicated to the Lexus community, We have developed more performance products for these cars than anyone else, and **by a wide margin.** When we make mistakes we make things right. In this case we provided a good working product as well as good support.

I sincerely thank everyone for there support and be on the lookout for some new products coming soon, because we are continually pushing these platforms forward!

Rafi

 

That’s fine. But you have a customer with whom you did not meet their
expectations. Enough that they expressed their frustrations on this forum.

That’s a problem any way you slice it. And in my book it could have been
prevented with better communication on your part. Apparently he was not
convinced with your explanation.

Therefore, I believe it could have been handled differently. I understand there
are two sides two every story for sure.

But as was stated…. This was about customer service. Which he felt was lacking
in this case and you feel it was all just swell. That’s the concern.

 

Why units opened NIB in YT videos, Marty Motoring and many others, etc, shipped by RR come in a sealed package, cables and instructions?

I ask on this thread, how many other customers have received a MyGenius device in the same condition?

 

When I go to the store, I usually don’t by the dented can or crushed
box, even though the contents may be exactly the same. The package
IS part of the product. I know I would not like fingerprints on an item
I just took out of the box. Hopefully you can get some answers to why
your NEW product was shipped in a DIFFERENT manner than others.
You bought more than the BITS of programming. They need to
improve there quality control when shipping items. When a vendor sends
them a damaged box they should send it back, not pawn it off on other
Unsuspecting customers.

 

I'm totally just that guy at the party walking up to the fire and throwing a handful of live rounds into the fire, but...

Rafi reminds me of a guy I used to know pretty well that, if I mention on here--an easily searchable Google-indexed forum--or talk too specifically about any of the trademarks I unknowingly held for 2 years, I get served papers from.
Apparently the business my alleged acquaintance started after the alleged heist of server archives ain't doing so well because DC motors offer more torque than 2-stroke engines can. Funny, that.

Anyway, that's just my opinion, and opinions are like buttholes, so I'mma pull my pants up and leave...

 

No body is pawning anything off on anyone. The programmer is *brand new*. there is nothing wrong with the programmer or the tune, and the box was opened, by us, because we have to open it to initialize the device. In handling the unit, it is possible that our shipping put a finger print on it.

so let me warn everyone right now, we open the programmer boxes to initialize them, and it’s possible that we may put a fingerprint on it.

There is a lot of communication with this customer that you have not seen, including other emails and significant amount of phone support. Please do not make assumptions or conclusions based on the limited info that you have.

Having some damage on the corner of a box is not a reason for us to refund $50, or ship a programmer back to the manufacturer in Italy. The product is not defective, and we provided timely, effective, and extensive customer support to this customer from start to finish.

Rafi

 

You guys develop some great products.

But in my opinion, you dropped the ball on this customer. Some
of us enjoy researching our purchases, watch videos of
unboxing items and expect the same.

 

P.S. Tell your staff to wear gloves when initializing these devices
in the future. Problem solved.