Racetronix customer support sucks, I was dumb enough to order again... Options

[trackbird]

When I ordered my Racetronix 255 lph fuel pump kit, I got one that didn't pump fuel. I replaced the pump with another 255 lph pump, plugged it in and it did work. When I finally found Racetronix's support forum it appears that several pumps got out of there that were wired backwards and that's why the kits didn't work (great). So after pulling the pump a few times and doing some testing, I got it sorted. I wasn't too happy with Racetronix when it was all done. However, I needed/wanted a fuel pump power harness to tie into the FAST EFI system and they make something that would work for me. I placed the order on Thursday night (before black Friday) and 45 minutes later I get their black Friday sale ad in my email. The email chain starts at the bottom and reads bottom to top. Basically I asked for a refund of the $8.85 (just "because") and he never did answer that question. He was happy to answer questions while trying to sell me another harness. Once I asked a quick question about the harness I bought, I was instantly referred to the support forum (that didn't impress me the last time I needed assistance with their stuff). The harness didn't include instructions. Now, I can wire it up (I was an avionics technician years ago), but I wondered what their preferred routing was for the harness to reach properly. I simply asked where to bolt the relay and ground wire (It appears that they are set up to fit a bolt on the car....what bolt?).

Anyway all of this is simply to say that I didn't want to order from them the second time and it went about as well as the first time. I didn't want to change the tank wiring, but thought I might buy the last harness to complete the system. I'm not sure if I'll suck it up and give them a 3rd try....I'd really rather slam my hand in a car door.

If you need fuel system stuff, see if you can buy it anywhere else before going to Racetronix.

This time I did find the answer on the forum. They could have simply sent a quick link to this page in their reply:

http://www.racetronix.com/RX-C44-FPWHG-2.html

From: "Online Orders @ Racetronix"
Date: December 2, 2014 at 5:49:12 PM EST
To: "'Kevin'"
Cc: "Online Orders @ Racetronix"
Subject: RE: Racetronix - Order # xxxxxxx has shipped
Support info is available here: http://racetronix.com/sales-support/support/


________________________________________
From: Kevin
Sent: Tuesday, December 02, 2014 4:50 PM
To: Online Orders @ Racetronix
Subject: Re: Racetronix - Order # xxxxxxx has shipped
One more quick question. On the FPWH-014 kit, I'm guessing the relay is placed to line up with a bolt. Is there a guide to show how it was designed to route? I can install it "my way" but I was curious if there was a preferred route?

Thanks!

Kevin

Once I get this in and the FAST EFI up and running I'm sure I'll swap out the tank wiring. I'm just trying to avoid expanding my list until I check a few more things off.

Thanks again!

Sent from my iPhone



On Nov 30, 2014, at 9:01 PM, Online Orders @ Racetronix wrote:
Best to replace 25 y/o factory wiring. We just had a customer melt his pump due to low voltage issues looking for warranty. A much cheaper option and piece of mind vs. a tow and damaged pump. Soon we will only offer our pump kits with the BCWA since the factory hangers are simply too old to reliably support these new HP pumps which exceed the current carrying capacity of even new factory wiring.



________________________________________
From: Kevin
Sent: Sunday, November 30, 2014 8:51 PM
To: Online Orders @ Racetronix
Subject: Re: Racetronix - Order # xxxxxxx has shipped
Ah, didn't realize that. In that case I'll probably just leave the stock harness unless I have issues. In that case, I may not have an immediate use for store credit (though I'm sure I'll order again for future projects).

Thanks!

Kevin

Sent from my iPhone



On Nov 30, 2014, at 8:47 PM, Online Orders @ Racetronix <online-orders@racetronix.com> wrote:
The in-tank harness and bulkhead with this BCWA is not the same as in our PIK. It has to be used/purchased as a complete assembly.



________________________________________
From: Kevin
Sent: Sunday, November 30, 2014 5:56 PM
To: Online Orders @ Racetronix
Subject: Re: Racetronix - Order # 119452 has shipped
That is what I was looking for (91 corvette). But I only need the harness at the top of the picture with the connector that fits the harness I just purchased). I don't need the tank wiring or bulkhead connector. I couldn't get the website to let me select the components of that kit.

Thanks!

Kevin

Sent from my iPhone




On Nov 30, 2014, at 1:50 PM, Online Orders @ Racetronix wrote:
Your order shipped 11/28.
Is this what you are looking for?
http://www.racetronix.biz/customkititems.a...CWA-C44&eq=





________________________________________
From: Kevin
Sent: Friday, November 28, 2014 5:09 PM
To: Online Orders @ Racetronix
Subject: Re: Racetronix - Order # xxxxxxxx has shipped
Once I get things up and running, I planned to replace the pigtail from the harness I just ordered to the tank. I already have a Racetronix 255 lph pump and wiring in the tank. I had trouble getting your site to allow me to select only that harness (under the customize option) and I couldn't decide exactly which part was the correct harness. It's not a huge rush, but I expect I'll order one eventually. I'm converting my car to a FAST XFI EFI computer and I have a lot of work to do before I get that far.

Thanks!

Kevin

Sent from my iPhone



On Nov 28, 2014, at 4:26 PM, Online Orders @ Racetronix wrote:
What do you need to order?


________________________________________
From: Kevin
Sent: Friday, November 28, 2014 4:18 PM
To: online-orders racetronix.com
Subject: Fwd: Racetronix - Order # xxxxxxx has shipped
Hello,

I thought I'd email you in case you could help. I placed my order last night approximately 45 minutes before I received the Black Friday email. Is it possible to get a price adjustment (even store credit, I need another harness for my project) on this order? (Order email included below).

Thanks for your consideration.

Kevin

Sent from my iPhone



Begin forwarded message:
From: "Racetronix Online Orders"
Date: November 28, 2014 at 10:00:05 AM EST
To: trackbird
Subject: Racetronix - Order # xxxxxxx has shipped
Greetings from
Racetronix,

We thought you'd like to know that we will be shipping your item(s) shortly.

Thanks for shopping at our web store, and we hope to see you again soon!

An e-mail will be sent to you shortly via the UPS or Postal system containing your tracking information. If you do not see this information within 24 hours please check your SPAM folder before sending us an inquiry.

[CrashTestDummy]

Yes, they do!

I was reading the first part of your post and smiling. It was a knowing smile, because I have had the EXACT SAME EXPERIENCE. I ordered one of their pumps and harness kits for one of our B-body cars when the pump quit on my wife's Caprice. I knew about the burned wiring that one frequently finds in the gas tank, so I wanted to get bigger wiring and relay, as well as a better pump, so I bought their kit.

The parts arrived in due order. I drained the tank as much as I could, dropped the tank, with help of my wife and a floor jack, and swapped out the pump, and ran the new harness. You are correct with there being no instructions, other than you hook the power wire to the battery stud on the alternator, and plug the harness going to the in-tank pump to the plug on the relay, and have a nice life.

I buttoned everything up, hoisted the tank back into place, poured a few gallons of gas in to it, and hopped behind the wheel, turned the key, and spun the engine over... and over, and over. Fsck. So I shot some gas into the intake and tried again. The engine fired to life, but quickly died. I could clearly hear the pump spin up on key-on, but when I hooked a fuel pressure gauge up, I discovered I had no fuel pressure.

Thinking I had a bad connection inside the tank, I dropped the tank, this time containing several gallons of gasoline, checked that the sock was on it, and re-tightened the hose clamps inside the tank. Up went the tank for a test, and.... still no start.

I fired off an email to Racetronix asking what could be wrong, and their reply was that if the pump doesn't spin up to check for power to the pump. If it does, check for loose connections in the tank (Duh).

Thinking I had too little fuel in the tank, I added more. Still no dice. I'm getting quite confused now, so the tank comes out yet again. I pull the pump assembly and start to compare things. Looking at the pump, comparing it to the old pump, I'm thinking that perhaps the wiring is crossed. Since it was a harness that was made up by Racetronix, I trusted it to be right. But since I had exhausted all of the other possibilities, I swapped the wires that plugged into the pump. I put everything else together, and on the second turn of the key, the car fired right up!!

I replied to Racetronix' reply to my query, letting them know I discovered the issue, and I believe the response I got was more or less 'yeah, that happens sometimes.'

The relay worked for about a week, then started becoming problematic. I took it out of the circuit so my wife wouldn't be stranded on the side of the road any more, and it's run perfectly ever since.

But yeah, I'm another dissatisfied customer of Racetronix.

[JimMueller]

I expect no less from them. My 255LPH system hasn't failed so far (new in 2010), but when they depend on a forum for support (not even e-mail support in my case) for even the simplest questions it's horrible customer service.

[trackbird]

I expect no less from them. My 255LPH system hasn't failed so far (new in 2010), but when they depend on a forum for support (not even e-mail support in my case) for even the simplest questions it's horrible customer service.

Yea, I used the "order support" email address in their order confirmation email. They don't seem real interested in giving out contact info to reach them directly. Now, the forum does seem to be a bit more useful now than it was when I had pump issues two years ago...but it's still a terrible way to do customer support.

[CrashTestDummy]

Heck, they didn't eve point me that way. It's possible there was no forum when we got our pump, I don't know.