In July 2020, I purchased a Bully Dog GT Platinum Tuner for my Infinity G37x. When the product arrived, it continued to render an error code and wouldn’t install into my vehicle. After waiting for several hours for a Bully Dog / Derive Systems customer service representative, I finally was connected with customer service, who advised that their server was down.
After some effort on customer service’s part, they managed to remotely connect to the tuner via a laptop and install a software update. I was told that I could now install the tuner into my car. Sadly, it still didn’t work. But worse, the tuner caused several warning lights to come on in my vehicle.
The next series of calls uncovered the need to go out and buy a battery charger. It should be noted that my battery is already in good working condition. After installing the battery charger, and even getting back on with customer service (after hours of hold time), the tuner still wouldn’t install into my car.
This sent me into a customer service journey case study. After over a dozen calls to customer service (several of which I wasn’t able to connect due to their phone systems not being able to handle so many customer service calls), I was told to mail the Bully Dog GT Platinum Tuner back to the company for a warranty repair. At this time, I was told there was only one other known Bully Dog / Derive Systems case with the same issue. Customer service also advised that the matter had been referred to their “Engineering Department” for resolution.
Well, after mailing the tuner in and receiving a replacement, the product still didn’t work. This resulted in another series of calls to the Bully Dog / Derive Systems customer service line. After another handful of hours waiting, the technician advised that the Engineering Department was still reviewing the issue and would get back to me, but that he’d request an update from them.
Over a week later, I called again. This time, I was told that the case actually hadn’t been referred to their Engineering Department and that they had several other cases of their product not working where they couldn’t find a way to make it work. Effectively, I was waiting on a call back from no one.
I’m not sure if this is a problem with horrible customer service, a shoddy or otherwise dangerous product, or a combination of the two. While Auto Anything acted ethically – and promptly answered my support call – by refunding the purchase price, the response by Bully Dog / Derive Systems leaves me baffled. For a company so highly reviewed to act in such an obtuse manner just doesn’t make any sense. Worse, to lie to customers that they will fix the issue, but do nothing, leaves one to wonder if the company just had an issue here, or if they are willfully selling a product they know doesn’t work to consumers.
I don’t know whether this is a matter of poor customer service, a defective product, or false advertising claims. But what I do know is that I will never purchase another Bully Dog or Derive Systems product again. I guess the final stage in this saga is looking up a repair shop to figure out how to fix the damage their product caused. Buyer beware: If you purchase this product, it may not work, and it may damage your vehicle. And if you have a problem and need technical support from Bully Dog or Derive Systems, be prepared not to be able to call because there are too many other customers seeking support, to wait for hours, and, potentially, for customer service to lie to you hoping you’ll just go away and they can pocket your money.
Bully Dog Reviews
In July 2020, I purchased a Bully Dog GT Platinum Tuner for my Infinity G37x. When the product arrived, it continued to render an error code and wouldn’t install into my vehicle. After waiting for several hours for a Bully Dog / Derive Systems customer service representative, I finally was connected with customer service, who advised that their server was down.
After some effort on customer service’s part, they managed to remotely connect to the tuner via a laptop and install a software update. I was told that I could now install the tuner into my car. Sadly, it still didn’t work. But worse, the tuner caused several warning lights to come on in my vehicle.
The next series of calls uncovered the need to go out and buy a battery charger. It should be noted that my battery is already in good working condition. After installing the battery charger, and even getting back on with customer service (after hours of hold time), the tuner still wouldn’t install into my car.
This sent me into a customer service journey case study. After over a dozen calls to customer service (several of which I wasn’t able to connect due to their phone systems not being able to handle so many customer service calls), I was told to mail the Bully Dog GT Platinum Tuner back to the company for a warranty repair. At this time, I was told there was only one other known Bully Dog / Derive Systems case with the same issue. Customer service also advised that the matter had been referred to their “Engineering Department” for resolution.
Well, after mailing the tuner in and receiving a replacement, the product still didn’t work. This resulted in another series of calls to the Bully Dog / Derive Systems customer service line. After another handful of hours waiting, the technician advised that the Engineering Department was still reviewing the issue and would get back to me, but that he’d request an update from them.
Over a week later, I called again. This time, I was told that the case actually hadn’t been referred to their Engineering Department and that they had several other cases of their product not working where they couldn’t find a way to make it work. Effectively, I was waiting on a call back from no one.
I’m not sure if this is a problem with horrible customer service, a shoddy or otherwise dangerous product, or a combination of the two. While Auto Anything acted ethically – and promptly answered my support call – by refunding the purchase price, the response by Bully Dog / Derive Systems leaves me baffled. For a company so highly reviewed to act in such an obtuse manner just doesn’t make any sense. Worse, to lie to customers that they will fix the issue, but do nothing, leaves one to wonder if the company just had an issue here, or if they are willfully selling a product they know doesn’t work to consumers.
I don’t know whether this is a matter of poor customer service, a defective product, or false advertising claims. But what I do know is that I will never purchase another Bully Dog or Derive Systems product again. I guess the final stage in this saga is looking up a repair shop to figure out how to fix the damage their product caused. Buyer beware: If you purchase this product, it may not work, and it may damage your vehicle. And if you have a problem and need technical support from Bully Dog or Derive Systems, be prepared not to be able to call because there are too many other customers seeking support, to wait for hours, and, potentially, for customer service to lie to you hoping you’ll just go away and they can pocket your money.