I got a stage 1 ECU tune for my GTI at Dubwerx, and about a week after the upgrade the car just died - wouldn't start or even turn over. I was in a bad place right then - freaked out that the tune would invalidate any warranty claim I made to VW, and sure Dubwerx was going to tell me 'sorry, but that's not on us'. I called them anyway, and something truly magical happened. Without knowing anything regarding the issue with my car, (which could well have been my fault for all they knew), they told me that they would have the car towed - at their expense - that same day. That was awesome by itself. But then they went even further, because they called me the very next day and explained that my ECU was fried, and that they had already ordered a new one from VW, which they would install, along with the stage 1 tune, again at their expense. Speechless. The owner explained that the most likely cause of the issue was an error on their part during installation. Wait, wait. What if I had tried to ford a 5 foot deep river? Or maybe I removed some 'restrictive' fuses to add even more power? He didn't ask any of that - he took responsibility and made it right in a ridiculously short amount of time - I got my car back just 4 days after it broke down, good as new. That means they paid a stupid amount on rush shipping for the replacement ECU from VW in Germany. Talk about putting the customer over cash flow. And by the way, the circumstances I just described took place over 10 years ago. I haven't used Dubwerx since this incident - not because I didn't want to, but because I moved away from Ohio shortly after this saga. And yet, I still remember this experience, and the name of the business, and everything else, because it was simply the best customer service I've experienced, before or since. So why am I writing this review a decade later? Well I wrote a glowing review at the time, but I can no longer find it. I can only imagine it was wiped by Google years ago to make way for a younger, hipper crowd of reviewers. Understandable, but not acceptable here, because I think you, the reader, need to know the preceding facts. Dubwerx turned a terrible situation into a great one - and that's the mark of a good business. Good people too. And again, this was 10 years ago. I don't remember much from 3 years ago, but I remember this. Probably because I'm thinking of getting the same tune on my current Golf R. And honestly I'm strongly considering driving 20 hours from Denver to Dubwerx to get it done. Gas prices and toll roads be damned.
Peter, on behalf of everyone here at the shop I'd just like to thank you for this incredible review and let you know how proud this makes us all feel. 10 years ago we were still finding our feet as a young business and there were a lot of unknowns but we felt the same way then as we do now: if you prioritize your clients and produce an excellent work product, the rest will take care of itself. We're certainly sad that you moved out of state, but be sure to let us know if you ever make the long haul out here- I'm sure we can find a bit of a discount for your Golf R's APR stage 1 to make the drive feel a little...faster. Cheers Peter!