Nology E-mails

----- Original Message -----
From: Jeff Klein
To: scottie@iwcweb.com
Sent: Wednesday, February 13, 2002 12:15 PM
Subject: HOT WIRES

SCOTT, WHEN DID YOU CONTACT US REGARDING YOUR PROBLEM.

JEFF KLEIN/SALES

----- Original Message -----
From: <scottie@sonic.net>
To: Jeff Klein <sales@nology.com>
Sent: Wednesday, February 13, 2002 12:51 PM
Subject: Re: HOT WIRES

Hi Jeff,

As best I can remember this would have been in the early 1999 time frame, approximately 18 monthes after purchasing the Hot wires. I had sent an e-mail detailing my experience with the Hot Wires and the information I had from the vehicle failure analysis, with no response.

Scott Lundholm
scottie@iwcweb.com

----- Original Message -----
From: "Jeff Klein" <sales@nology.com>
To: <scottie@sonic.net>
Sent: Wednesday, February 13, 2002 12:52 PM
Subject: Re: HOT WIRES

SCOTT, TELL ME WHAT DO WE HAVE TO DO TO GET YOU TO REMOVE THE NEGATIVE COMMENTS ABOUT NOLOGY.

JEFF KLEIN/SALES

----- Original Message -----
From: "Scott Lundholm" <scottie@iwcweb.com>
To: "Jeff Klein" <sales@nology.com>
Sent: Tuesday, February 19, 2002 8:14 AM
Subject: Re: HOT WIRES

Hello Mr. Klein,

I will have to give this some consideration. When I placed my warning on my website it was to provide a truthful account of my experience with your product and customer service so that other consumers, mainly Eclipse owners, would give proper consideration to the upgrades they plan for their car. As my warning page is the top link on the three biggest search sites when searching for "Nology Hotwire" it is apparent to me that my page is still of value to other consumers, generating hundreds of hits per day. For me to remove the page would possibly compromise my own personal integrity, a belief firmly established during my service in the Marine Corps, and one that value highly. This topic is also still rather upsetting to me. I have never been contacted by your company's customer service department to address my original concerns, only to ask me to remove the comments made on my warning page.

Again, I will need some time to consider your request.

Scott Lundholm
scottie@iwcweb.com

----- Original Message -----
From: "Werner Funk" <werner@nology.com>
Sent: Wednesday, February 20, 2002 10:12 AM
Subject: Re: Fw: HOT WIRES

Dear Scott.
Jeff forwarded me your email and I just read your Warning on your website the first time.
I appreciate your personal experience and I am sure it is factual. However, you have failed to write what was wrong with the wires. What went bad? We sell thousands of HotWires every year and yes, there are some warranty issues on a very very small amount of wires. After all, we have humans built them. And guess what, even Porsche, Ferrari and Mercedes break and/or have recalls. And lets not even talk about computers. I don't understand why you didn't sent the wires back to us, so we can determine why after 2 years they stopped working. You claim that you had emailed us without getting a response back. Probably true. But why did you give up so easy? A call would have resolved your problem.

We are so confident about our products and we now have enough information, that starting January 2002 we now give Limited Lifetime Warranty. And Honda and Acura allows all of their dealers to sell our product through dealerships.

So to ask the same Jeff had asked you, what do we have to do for you to remove the warning?

Sincerely
Werner Funk

Werner Funk, President
Nology Inc.
1945 S. Rancho Santa Fe Rd.
San Marcos, CA 92069, USA
Tel. 760-591-0888
Fax. 760-591-0880
werner@nology.com
www.nology.com

----- Original Message -----
From: "Scott Lundholm" <scottie@iwcweb.com>
To: "Werner Funk" <werner@nology.com>
Sent: Friday, February 22, 2002 10:00 AM
Subject: Re: Fw: HOT WIRES

Hello Mr. Funk,

Thank you for taking the time personally to read over my web page. To address the questions and issues that you had brought up I must first clarify one item concerning my web page. When I placed the information on the web page I used a level of information I felt appropriate for the average person. I did not feel that I needed to include all the details concerning how the wires failed, the fact that they had failed I felt was sufficient for the purposes of my warning. To answer your question as to why the wires went bad, I determined that the failure was dielectric breakdown of the insulation resulting in a "Burn through" which provided the high voltage spark a direct path to ground. This failure also matched the failure indicated by the "Check engine" light and the code provided by the engine control unit (ECU), indicating a multiple spark discharge/misfire failure. Once the high voltage had an easier path to ground than the spark plug gap the capacitive effect of the wires created multiple sparks during the duration of the ignition coil discharge time. If you would like a more detailed, technical breakdown of the failure please let me know, I can provide you with one.

I realize that your product is manufactured by people, and as an associate electrical engineer for a large electronics company, supporting a production environment, that no product manufactured has a failure rate of 0%. To compare you product to Porsche, Ferrari and Mercedes might, however, be a bit of a stretch. They are world class manufacturers building a product comprised of thousands of individual parts, each capable of failure. This is a far cry from spark plug wires, no matter how high tech they are.

To answer your next two questions, why I did not send the wires back and why I gave up so easily, I must refer to the statement I made earlier concerning the amount of detail I placed on the web page. Again, I did not feel that I needed to include a high level of detail concerning the chronology of my attempts to contact your company, only the fact that I had contacted you and had not received a reply to my concerns. In fact the first step I took in trying to resolve my problem was to call your company. What I was told at that time was that the wires were not covered under warranty and that I COULD NOT send them back for a refund or exchange, and no request was made for me to send them back for a failure analysis. If I was not to get a refund or exchange I was also unwilling to send back wires that I had paid a considerable amount money to purchase. It was after this initial call that I e-mailed all of the information to your company in an attempt to get resolution to my problem. So, I do not see how a phone call to your company would have resolved my problems when that was the first step I took, and it did not resolve anything.

Now, to answer your last question, what can you do for me to remove the warning. I am still giving this question a great deal of consideration. There are several issues I must consider, and resolve personally, before I feel I could provide you an answer and consider any offers. It still bothers me that throughout the recent correspondences, that the end goal has be to get me to remove the warning from my web site and not to address my original problem. It's the difference between "how do we get you to remove the warning" and "how do we make you a satisfied customer", company focused vs. customer focused.

Sincerely,

Scott Lundholm
scottie@iwcweb.com

----- Original Message -----
From: "Werner Funk" <werner@nology.com>
To: "Scott Lundholm" <scottie@iwcweb.com>
Cc: <sales@nology.com>
Sent: Friday, February 22, 2002 5:14 PM
Subject: Re: Fw: HOT WIRES

Hi Scott.
Thanks for the response.

I am very surprised that you think there was "dielectric breakdown of the insulation resulting in a "Burn through" which provided the high voltage spark a direct path to ground." This has NEVER happened. I am sure there is always a first!

The check-engine light can come on for many reasons. There are more than 50 common error codes.

Your statement about that you could not send back the wires and we said no cannot be exactly correct. Our procedure is for the customer to go to the dealer where the set was bought first. Many times the dealer can replace one bad wire under warranty. Based on the price you said you paid for the wires you did not buy them directly from us.

>Now, to answer your last question, what can you do for me to remove the
>warning. I am still giving this question a great deal of consideration.
>There are several issues I must consider, and resolve personally, before I
>feel I could provide you an answer and consider any offers. It still bothers
>me that throughout the recent correspondences, that the end goal has be to
>get me to remove the warning from my web site and not to address my original
>problem. It's the difference between "how do we get you to remove the
>warning" and "how do we make you a satisfied customer", company focused vs.
>customer focused.

Don't be so negative. I never tried to "get you to remove the warning from my web site" unconditionally, I always asked "what do we have to do". If there is a way I can "make you a satisfied customer" and that is all it takes, just say so.

Regardless of how worked for Nology in the past and regardless of who you might have talked to in the past, I think Nology IS a customer focused company. At least that is what we hear from our customers.

So I guess you are looking for an "offer". How about a free set of HotWires to win your confidence and approval? Please let me know.

Sincerely
Werner Funk

Werner Funk, President
Nology Inc.
1945 S. Rancho Santa Fe Rd.
San Marcos, CA 92069, USA
Tel. 760-591-0888
Fax. 760-591-0880
werner@nology.com
www.nology.com

I have yet to respond to Mr. Funk regarding his last e-mail.

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