Crappy feedback from Pelican Parts - IMS Guardian
 

Not the end of the world by any means, but it really disappoints me when a merchant can't give me an accurate answer to a simple, direct question.

A week ago I emailed Pelican Parts and asked if the IMS Guardian kits they are currently selling are the latest generation from LN Engineering. The response I received, from someone named Kenny, follows:

Hello Kevin ,
Part # PEL-115000-GLS is the most current update form LN we just got our shipment a week ago.
Thanks!

The reason I asked is that the latest generation kit has provision for an additional audible alert. I went ahead and placed my order.

The kit arrived today. Well, the kit's "black box" in fact appears to lack the connections for the additional buzzer/alarm, and the inspection stamp on the box is dated 3-23-12. Sweet!

As I said, I'll survive, but I am mightily disappointed that someone at Pelican was incapable of giving me a straight answer to a VERY simple question.

Oh yeah - I also called them before ordering, and whoever I spoke to assured me that the kits they're selling are the latest generation. I'll install the kit as is, but this has been a frustrating experience.

Perhaps I'm wrong... I'll include a picture of the box. If there's a way to connect an external alarm to this black box, I'd appreciate it if someone could let me know.

http://986forum.com/forums/uploads01/IMSG1352517235.jpg

FWIW, the inspection stamp:


http://986forum.com/forums/uploads01...1352517272.jpg

Isn't that the audible alarm there on the side?

Yes. The latest gen enables you to connect an additional alarm, if you wish. This doesn't appear to be that latest version. I was interested in that version specifically, as some have commented that with the top down, it can be difficult to hear the standard alarm. In addition, for nearly $400, I'd just as soon have the latest, greatest version.

I've learned something today. :cheers:

They may have the latest batch ...
 

... but you asked the wrong question.
The IMS Guardian has two different versions (with two different prices)
The standard IMSG is what you got an then there's the one with the 12VDC outlet.
I know because I sell and install them.
Happy Boxstering
Pedro

Pedro, thanks. Here's a link to the Pelican page: IMS-Guardian It only shows one kit.

Perhaps Pelican only sells the one version?

If that's the case, can you only get the upgraded/12V DC kit from LN?? (Their site shows only one kit, one price, by the way.) Flat 6?? I'm confused.

If that button alarm on the side held by only two screws is indeed the alarm for version one, why can't you just extend the wire connections to it and mount it closer to the cabin or under the dash for better ability to hear it?

Perhaps, but...

I'll try to mount it so it's as close as possible to the dash, as I don't want to tamper with the black box for fear of messing it up somehow.

There's ...
 

... not enough juice to drive anything else other than the buzzer.
On mine, I added an extra "idiot light" using an LED bulb so that I can see it when I'm at the track.
But anything external you hook up to it voids the warranty.
Happy Boxstering
Pedro

I like your idea even better, I'd modify it if I was doing it. After all if it fails, getting a new rebuild or engine from the makers of the guardian isn't implied. If it's meant to warn let it warn.

Sounds like you just ought to get a refund and THEN MAKE SURE, I don't KNOW how you could have done different, you have the right version.

Seems like you have a legit argument, have you called Pelican about this, and will they do an exchange OR refund?

Better not to modify unless you plan to keep. My $.02

fair point homes, it is a new part, glad not to have an IMS anymore.

I haven't called them yet. I imagine they'll want me to pay the 15% restocking fee. Grumble, sigh...:confused:

@kjc2050,

I feel your pain, just make sure you explain it the way you have to us. Pelican has been understanding in the past. This is not an issue of YOU making a mistake and, therefore, should not be subject to a re-stocking fee.

@Ghostrider 310,

Hey Ghosty, we still good after that Halloween joke? Never been called 'homes' before. Kind of shortens it up for me. I cannot help but notice your car is eerily similar to the car on the cover of the Porsche Panamara magazine, October edition. How did they catch ya?

My recent experience with Pelican was very good when facing a similar situation.

I ordered a part, namely a drier for the A/C system. When I received it, I had a concern and got it touch with customer service. They were very professional and acknowledged that they understood my concern and why I wanted to return the part. Pelican authorized the return and promptly refunded my payment without a restocking charge.

My impression is that Pelican is willing to waive the restocking charge when there is a legitimate reason other than the customer simply changed his or her mind.

Suggest you call Pelican and discuss what happened. You might be pleasantly surprised.

Tried calling them today but they're closed. I'll give them a call on Monday. As I said earlier, not the end of the world, just a little disappointment.

The unit pictured does not have the external output built in. It cannot be upgraded without changing the circuit board.

That said, to make this simpler you can send us the system and we'll update it for 20 bucks. The upgraded unit will have a (+) and (-) lead that will allow the use of any 12V accessory light or alarm with up to .5 amp draw.

I know these systems, that unit was built 20' from my office and I developed the entire system. Direct your questions to us for straight answers.

FYI- The "Latest" kits are those with a manufacture date after 8/2012.

Jake,

Thanks for your response, offer, and straight talk. Question: other than the external terminals, are there any other differences between the pre- and post-August units?

NO. No other differences.

Jake,

Thanks. Good answer, because (I'm a little impulsive) I began doing the wiring on Saturday. After reviewing the directions several times, that seemed to be the thing that could chew up some time. I haven't made the electrical connections - just have everything in place - so when I actually do the install, that part of the process will be a snap. (Keep in mind the weather has turned here in the vast wasteland of Nebraska, so I'm in no particular hurry at this point.)

As for the 12v output, no big deal. It would have been nice, but it's certainly not a deal breaker. I do appreciate your upgrade offer, though - very gracious of you.

I have some suggestions for improvements to the instructions, if you're interested. I shot a few photos as well.

Thanks again.

Thanks.. We have completely redone the instructions and added many refinements to them as well.
Thanks for your input.

Did you ever call Pelican and ask them what happend and whether they were willing to provide you with a full refund? In fairness, it would be nice to hear their side of the story.

I haven't called them back. As I mentioned above, I began the installation process, so what's the point of calling them? It's not as though I'm going to return the product at this point. My issue is that I asked a simple question, and received an inaccurate response. I'm using the product, and am moving on. I'll continue to order from them.

Unfortunate that you made no attempt to contact Pelican to resolve your complaint. I think that most peoples experience here with Pelican is that they would go out of their way to make things right. Instead, you decided to go straight to a public website and complain about your bad experience.

Mistakes happen. It's a fact. How the parties respond to the error is what makes the difference.

In this case:
Customer response (You): Poor
Supplier response (Pelican): We don't know, as they weren't give the chance.

I said from the beginning that this wasn't the end of the world. I simply was disappointed that I received bad information when I asked a simple question. There is no "he said" / "they said" going on here - I directly quoted the email I received from Pelican. See my original post. They answered my question incorrectly. Twice. Once on the phone, once via email.

Further, I DID try to call them on Saturday. (I received the product Friday night.) Finally, I HAVE provided feedback to them via their Customer Service survey. I'll let you know how they respond.

In the final analysis, I was anxious to install the product, partly because we are quickly running out of mild weather, so I went ahead. The feature that the version I received lacks isn't earth shaking. So I opted to go ahead.

I appreciate the fact that they're out there, have a broad product line, and provide good service. They simply bungled one aspect of this interaction. Twice. Your opinion may differ, but I think it's fair to point it out in this sort of forum. Who knows? -- perhaps another forum member might be interested in purchasing an IMS Guardian, and could benefit from this information. Personally, knowing what I know now, I would have ordered this product from Jake Raby.

Kenny from Pelican called me today. I explained the situation and he apologized profusely. He didn't know that the IMS-G had changed during 2012; said he'd called LN Engineering and asked if Pelican had the current unit, and they'd told him that was the case. It was a pleasant conversation; he seems like a decent guy.

I told him no big deal, just wanted them to know about my experience. Hopefully he'll be better equipped the next time someone asks this particular question.

If I were advising someone who was going to purchase this kit, I'd direct him to Jake. Nothing against Pelican, but you might as well deal directly with the source (and expert).

Thanks for that.. I developed it personally and know it like the back of my hand.

That said we are tired of direct sales and constant support, so all sales from this point forward will be through distributors like Pelican, LN and a couple more. This isn't just the IMSG, its all the products to include the IMS Solution. We will only be selling our engine packages direct, because they are custom and we must work with the purchaser to optimize the engine for them.

Our time is best spent interacting with engines and components and not humans. Machines don't argue back; they just blow up.