Robert,

I want to apologize for the long delay in any communication. We have experienced some real customer service problems here lately and I'm afraid you may be a victim of it. I hope the attached letter will answer any questions you might have had recently about our customer service, business, etc.

Could you update us on the status of your programming? Are you currently owed a retune or a core refund? I haven't seen any e-mails from you lately so I wasn't sure and as you can see from the letter below we haven't been able to trust our CC software to confirm whether anybody has had their core charge creditted.

Thanks for taking the time to help us get this figured out.

Michal Harris, MUSTGOFASTER Racing

Dear Valued Mustgofaster Racing Customers

I'm Michal Harris, Dave's wife. I'm writing to you to address a few urgent
matters and to explain our sudden, unannounced, and unforgiveable absence.
Let me start off by stressing a few points:

- Mustgofaster racing is not out of business, has not skipped town, and
has no intention of defrauding any of our customers. We are here, alive and
well, and ready to work diligently to regain customer confidence.
- I know that several of you are desperately awaiting refunds for cores
(see below) and/or overdue for re-tunes or delivery. As far as I can tell,
you all have legitimate, pressing complaints and we are committed to making
things right with you.

On a personal note, I feel obligated to share with you that a short time ago
my father was diagnosed with terminal, inoperable cancer and liver failure.
This has turned our family completely upside down. We are such a small,
personal, family operation with no employees other than ourselves, that this
prevented Dave from filling orders and responding to e-mails and phone calls
almost entirely, yet he was not comfortable explaining our personal/family
situation to all of you. I am sure that from our customers' point of view
this looked like a pretty scary disappearing act on our part, and for that
we issue a heart-felt apology to all of you. I am glad that Dave put me and
my family first, but I wish we could have done it in a way that had avoided
such inconvenience to all of you. We are very sorry.

Secondly, in typical fashion of things only going wrong when you can least
deal with it, the company that handles our credit card transactions
developed a software bug that prevented credits from going through properly.
It looked on our end like you had been credited, but the money was never
taken our of our account and transferred to yours. Because we have been
tied up in other things, it wasn't until we received our monthly statement
and realized that your charge backs were never removed from our account that
we knew there was a problem. The problem is fixed now but some of you will
be receiving credit checks instead of credits on your cards because we
always delete credit card information once we credit the cores. Since we
thought we had processed your credits, we no longer have your card info and
I wanted to get refunds to you ASAP.

All of this explanation isn't meant to excuse what I would consider to be
far below the standards of nearly every consumer. I wanted to give you the
full story because I think that overall most of you were happy with the
performance gained with Dave's tuning, and our customer service was getting
rave reviews before this crisis happened. Our customers are the reason for
our existence. While we would understand if some of you would feel best to
walk away at this point, we are very grateful for those of you willing to
consider what I've said in this letter and who might be willing to take a
chance on us again. For that reason, we'd like you to consider this letter
your guarantee of LIFETIME FREE TUNING, anytime you need it, for any
vehicle you ever own.

All of that having been said, I need your help!! I have taken over all
e-mail and phone communication for the company in order to ensure your
questions are answered promptly, and my information may or may not be 100%
accurate. If we owe you anything, such as a core charge refund or a retune,
please contact me as soon as possible! I need you to tell me what would
make things right with you!! We are rapidly working to get caught up and
re-process core charge refunds, etc. I don't need proof of returns or
anything like that, just shoot me an e-mail or call me voice with the
approximate date you returned the item or if you are waiting on a retune or
whatever. Let me know if you want a refund or tuning and I'll respond to
you within 24 hours.

Again, thank you for those who are still able to have the patience to deal
with us. We truly think that we offer a great service and great value in
our tuning, which is why we decided NOT to close our doors given all of our
recent problems. We cannot apologize enough for the trouble we have caused
you, but I am hoping this communication, the processing of your overdue
refunds, and the open offer for lifetime free tuning will begin to make
amends and earn back our customers confidence.

Thank you,

Michal Harris
Dave Harris, MUSTGOFASTER Racing
Performance PCM / ECM Tuning
http://www.mustgofaster.net
mustgofaster racing uses TunerCat (http://www.tunercat.com) for all ECM / PCM
tuning!