PDQ, Bad Business

[dwmaster]

I'm not one to bash Companies, I usually just do business with someone else witch I already have but this may help somebody. When I bought my G5 9 years ago I was told it could do Bug pass'. In other words pass back and forth across the front without making a full circle. This is very important to a good wash in my region. Well it didn't, much to the salesmans disbelief. The salesman contacted many people for me, only to be told it can and then they would look into it. In other words everyone thought it could. Many have promised to fix the programing over the years but never did it get programmed. At the recent convention in Nashville I spoke with the head engineer, who also said IT COULD but when I said IT CAN'T he said he would look into it and get back to me. He stated the Programming fell under his Dept. I thought great, they might finally back up the Claim. Well I think its safe to say at this point he's not.

All it would take is simple programming PDQ to Backup their Salesman and Support their Customer. After all what is a Company without a Constitution and or Customers.

 

[tdlconceptsllc]

If PDQ can do it on a Laser 4000 and offer bug pass. I don't see any reason why they can't do it on a G5 I would blame this more on your distributor for not contacting PDQ so you don't have too lack of distributor customer support more so than the company. Cris Oliver monitors this site and he is a very nice helpful fellow maybe he will chime in to help get you situated he was at Nashville also.

On a different note can't the G5 slow down the arch at a slower speed on the front of the vehicle and speed up on the sides. I know my distributor has this at his own site. That would be the same concept on HP rinse as bug pass. Did you call the engineer or email him after the show and he hasn't responded. I would be upset like you if the engineer didn't follow up like he promised I could see your point on that. Good Luck.

 

[boywonder]

Well, this is about par for the course, unfortunately. I would think your G5 could do a bug pass since all their other products have that option. I have a LW360, PDQ came out with a software upgrade last year Version 2.01.00 released Jan 2015. We upgraded the software late last summer. Immediately noticed an issue. The lp pump would not turn on the first lp soap pass with the front bug prep option. Called into tech support. They had said to adjust a couple time settings. Did that but didn't completely solve the problem. Turned off the bug prep option for the winter. Turned it on this spring, still having the same issues (i didn't expect them to fix themselves.). So they like operators to use their online forum, so I decided to open up the subject. Once again they said to adjust a couple of timers, which I already did, so I increased the gap (longer delay), and still sporadically still happens. So I get on their forum once again and tell them what my exact settings were, still waiting for a response. Close to 50 days out. I know other operators that went back a software version. I know alot of the guys at PDQ and I don't like throwing people under the bus. Its difficult to be a phone tech support person, I get it. If we as operators act with the nonchalant attitude like PDQ, we wouldn't be in business. Thats Ill all say for now.

 

[DiamondWash]

It's like that old saying: "A Squeaky Wheel gets a Greasing!"

 

[Ric]

I hope PDQ is monitoring this...I know WashWorld is.

 

[BBE]

My experience is that call in tech support isn't bad as far as helping you track down a mechanical issue, however as mentioned above my biggest beef also is software support...it's BAD. My experience has been the exact same with software bugs and getting them fixed and corrected in newer versions. For example the "open exit door early" timer on the tandem, where you can start opening your exit door x amount of seconds in advance so that the door is already open when the wash stops and the customer doesn't lose some dryer time when driving through the dryers doesn't work. Now it may work in the software for the 360, or g5 and M5, but it does not work for the tandem. I've been harping on that issue for about 2 years or more now, and I can't even get anyone to test it out on PDQ's end to confirm it. Yes there certainly are some great updates and fixes that come when a new software version is rolled out, however everytime a new software version comes out that fixes one problem, it causes another one, and nothing is done to correct the new issue it causes. You are then forced to pick which problem you can live with the most and stick with that version of software. It's very frustrating.

The only explanation I've ever been given as to why this is an issue for them and not for washworld is that PDQ is owned by Dover, and is an ISO9001 certified company. This means that there is considerably more "red tape" for them to go through to be able to create software versions and fixes etc.. Where as washworld doesn't have this "red tape" limitation to go through as they are not as large and not ISO9001 certified. I don't know about you, but when my wash is down, or there is a software bug that is causing an issue my customers are complaining about...I could care less about an ISO9001 certification.

 

[dwmaster]

No, I did not call or e-mail them after Nashville. Understand this, in the beginning I asked anyone and everyone I had access to, to get me the programming they promised. So, do you think I should of. I don't.

Yes, the best is speed 1 on the front but remember that is speed 1 on the back and then cruise down the sides, I get that. I do that. That takes a lot of time and kills cars per hour. Increased time creates other issues especially for those impatient cars in line. In the beginning I talked to everyone I could always the same conversation. Starts out with "it can" and leads nowhere. I get that they don't make it anymore, doesn't change the fact that they sold them stating they could bug pass and they can't. I decent company would back up their claim. It was the main reason I choose this model. Somehow it seems the whole darn Company thought and still thinks it can. How, I have no idea. when I was in Nashville I just thought I'd give them one more chance to show me what kind of a Company they are. To bad, their Tandem is a good wash but with their record of support I just couldn't.

 

[Waxman]

Yes I think you should keep calling, emailing and bugging them. That's what I do in business. If it will improve your wash quality and therefore your business, what is stopping you from following up? Pride? Your need to feel 'right'? Frustration? Anger? None of these is a good reason.

Think about it another way; you took the effort to complain about this on a message board. Fine. But you could have taken the same energy and made one more call and sent one more email.

If it's something I want and am entitled to ( you are ), I go for it and if that means being a pest then call me the Lithuanian Horsefly.

 

[dwmaster]

Yes I think you should keep calling, emailing and bugging them. That's what I do in business. If it will improve your wash quality and therefore your business, what is stopping you from following up? Pride? Your need to feel 'right'? Frustration? Anger? None of these is a good reason.

Think about it another way; you took the effort to complain about this on a message board. Fine. But you could have taken the same energy and made one more call and sent one more email.

If it's something I want and am entitled to ( you are ), I go for it and if that means being a pest then call me the Lithuanian Horsefly.

One more call really, come on? The point of my post is one more phone call is pointless with this company. I'm stating a fact, they sold me a G5 stating one of its features is a bug pass, it does not. No mater how many phone calls it still doesn't, they do not care about my Company and their customer enough to take the time to write 6 lines of code. Understand this I tried very hard and spoke to whoever I could to get them to make this right. I felt I was close a couple of times but It still does not have a feature they promised. If they choose not to do it one more phone call is Pointless.

I do like the Lithuanian Horsefly reference.

 

[HCW]

I feel your pain. We spent over $47K with a local PDQ distributor to remove, refurbish, and install a used LW4000 that we supplied.
A month and a half later we were left with a LW4000 randomly impacting vehicles and other issues. I spoke and begged (literally) Kris Oliver @ PDQ regarding our incompetent dealer and this major headache, but the problems weren't resolved (still impacting vehicles to this day). PDQ is a reputable company and they stand behind their products but if your dealer is incompetent, there is nothing PDQ can do about it. I'll give you the advise that was given to me on this form CONTACT DOVER & OPW.

 

[Kevin James]

When I first read this I thought WOW PDQ sure dropped the ball in the sand on this. Then I read it again and saw that the machine in 9 years old. It’s a little late now to expect PDQ to do anything now, get real 9 years, Christ the machine is just about pass its life expectancy. Why weren’t you screaming blood murder 9 years ago. I’d be surprised if PDQ does much of anything after 9 years.

 

[HCW]

When I first read this I thought WOW PDQ sure dropped the ball in the sand on this. Then I read it again and saw that the machine in 9 years old. It’s a little late now to expect PDQ to do anything now, get real 9 years, Christ the machine is just about pass its life expectancy. Why weren’t you screaming blood murder 9 years ago. I’d be surprised if PDQ does much of anything after 9 years.

You buy a Brand new Kia for $12K and for the life of this car you and the next owners receive all bulletin, recalls, updates, good customer service, for as long as that P.O.S. Kia is on the road. I am sure 9 years ago a G5 was at least $90K and for that reason the manufacturer should assist owners in keeping their products working at optimum. are you suggesting replacing a PDQ IBA every 5 years?

 

[pgrzes]

I put in a 7 or 8 year old Washworld HV 3 years ago. Throughout the last 3 years I have only been down more then a few hours only once. Between my helper and I, my installer, and Washworld. We have been able to solve any issue(which(knock on wood) Have not been too many) I have been able to get ahold of tech support any time any day of the week to resolve problems. I have used a PDQ distributer on a few occasions for parts needed in a pinch and they have also been helpful. I cant understand as HCW stated if they are still in business and those machines are around they should still support the customers that purchased them. Especially if it is software support, nothing to inventory, just support the customer. I would bet without it that customer will not purchase more equipment from them again????!!!!!

 

[robert roman]

In 2014, combined new and used auto sales were $1.1 trillion whereas total spending on carwash equipment might have been around $200 million.

The automotive industry in U.S. spends $18 billion per year on R&D which is almost equal to total carwash industry wash revenues.

In other words, you cannot compare $12,000 KIA with $75,000 in-bay automatic.

Quite frankly, I’m surprised more in-bay OEM’s aren’t out of business due to lack of sales.

Kevin hit the nail on the head.

Even a huge industry like cars quit making OEM parts after ten years. Then it’s strictly aftermarket.

The aftermarket for carwash is practically Grainger’s and Home Depot.

Want attention, buy a new machine.

Happy Father's Day.

 

[Scrub Free]

PDQ may be going through a rough time. We recently installed access titans and have had nothing but software issues. PDQ has had a hard time coordinating each department to work together. They were dismissing us over and over. We feel like they are bumping is out of Warranty. I actually feel bad for my distributor, they have tried everything and are getting same cooperate response from PDQ. The issues I am having are significant and are damaging my business. I have put endless hours into this. The product Does not operate as designed. If they can fix the issues it may restore some of my confidence in them, but it dosent look that way. We are working on 7 months. I also feel like after 8 years of dealing with PDQ directly their attitude has changed for the worse.

 

[dwmaster]

When I first read this I thought WOW PDQ sure dropped the ball in the sand on this. Then I read it again and saw that the machine in 9 years old. It’s a little late now to expect PDQ to do anything now, get real 9 years, Christ the machine is just about pass its life expectancy. Why weren’t you screaming blood murder 9 years ago. I’d be surprised if PDQ does much of anything after 9 years.

Read it one more time and you will see I complained and spoke to whoever I could starting the day we turned it on and tried to program a bug pass. I was told many times the program update is in progress. I gave up on them years ago. I just thought I would give them on more chance after all these years to make it right. Were not talking about a part, were talking about a few lines of code. The facts are it was suppose to have it, I paid for it, it doesn't, to this day a few lines of code would make everything right. It doesn't matter the age, I was sold it, I paid for it, I should get it,

 

[dwmaster]

In 2014, combined new and used auto sales were $1.1 trillion whereas total spending on carwash equipment might have been around $200 million.

The automotive industry in U.S. spends $18 billion per year on R&D which is almost equal to total carwash industry wash revenues.

In other words, you cannot compare $12,000 KIA with $75,000 in-bay automatic.

Quite frankly, I’m surprised more in-bay OEM’s aren’t out of business due to lack of sales.

Kevin hit the nail on the head.

Even a huge industry like cars quit making OEM parts after ten years. Then it’s strictly aftermarket.

The aftermarket for carwash is practically Grainger’s and Home Depot.

Want attention, buy a new machine.

Happy Father's Day.

Its not a part that I paid for and didn't get. That I would understand unless I never got the part in the first place. Its Code and is still easily available. I was sold this code and paid for it. I don't want attention, just throwing some facts out there, take them however you want. but it doesn't change the facts.

 

[DiamondWash]

I found this PDQ brochure with Bug Prep option for the M5

http://carolinapridecarwash.com/brochure pdfs/M5_Brochure.pdf

I also found multiple videos of various PDQ M5's on YouTube that are performing a front bug prep pass so the program is able to do it.

https://www.youtube.com/watch?v=kvU1xtHiSwQ

https://www.youtube.com/watch?v=-blu6hGn9Ec

https://www.youtube.com/watch?v=R5AEyTONPzo

 

[dwmaster]

Yes, DiamondWash they know how to write the code for it they just have never taken the time to do it for the G5. It seems the entire Company thinks they already did and it can. From their salesman selling them to their Engineers they all think it can and when individually they find out it can't there is apparently not a single person that owns or works for that company that it violates their Constitution when they find out they Sold G5's stating they could do a bug pass and it can't enough to write 6 lines of code to make it right. When individually they find out the G5 can't and they never did write the code they just ignore it. What is so frustrating is they could easily make it right and choose not to. I'm pointing out this Company Sold me a Carwash, they stated could do a bug pass and it cant and they did nothing no matter how many times I called them to demand they make it right. Its never to late to do the right thing.

 

[DiamondWash]

Have you considered downloading the latest program from the PDQ website if you setup an account you have access to the latest program and manuals for the G5 at http://www.pdqinc.com/support/index.asp#portal

I also have to correct myself I made a mistake I thought we we're talking about the M5 not G5 my bad.