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  Spoke Too Soon, Conclusion

  Oct 11, 2023

  Well, my adventures with Holley Tech Support are finally over.  To recap, I spent more than three months in back-and-forth communications with multiple Holley tech support personnel regarding a mismatch between their specified replacement TPS sensor and the one on my throttle body without success.  A completely new throttle body kit sent to me in exchange was no different than my current unit, so it had the same issue.  There was no acknowledgement of this anomaly.  Two different support technicians as well as a test bench technician could not understand what I was trying to tell them, even after supplying them with annotated pictures!  There is no other avenue of support readily available for customers to appeal to if they feel that they are not getting satisfaction or their concerns are not being heard by the Tech Support department. 

  So, after more than three months of total frustration, it took a letter sent by our attorney to Holley Performance on my behalf demanding action to get Holley’s attention and for someone knowledgeable to actually listen.  This resulted in us being contacted by the Executive Vice President and General Counsel for Holley Performance.  She expressed regret for my disappointing customer service experience and promised to investigate the matter. 

  A few days later, the VP emailed again, suggesting I contact a specific Technical Sales Representative who would be able to help me.  I contacted this person and found him fully briefed on my situation, extremely knowledgeable and very pleasant to deal with.  He explained to me that while I thought I had the correct TPS sensor and the wrong throttle body, it was really the other way around; I had the correct throttle body and Holley was advertising an old TPS sensor which no longer fit! 

  It seems that, at some point as far back as 2020, Holley made a production change to the TPS sensor but failed to update their website or notify any of their wholesale customers of the change.  As a result of my making an issue of this disparity, Holley was made aware of it and quickly deleted all reference of the old sensor from their website.  They would also have to notify all their customers of the change too.  This means that the exchange unit sent to me months earlier was actually correct after all while, in reality, I was complaining about the wrong sensor. 

  I ultimately chose to keep the exchange unit and to remove and return my original unit anyway.  The new unit had new injectors, TPS and all the other parts as well as a new warranty, making it a literal “do-over” for me.  As they only required me to return the throttle body, 0₂ sensor, and the hand-held display, keeping the new unit netted me a spare wiring harness, relay, fuses, temperature sensor and various bits of hardware.  Holley also sent me three spare TPS sensors, as well as a $500 credit to be used on future purchases.  At this point I considered the matter resolved and communicated that to all parties involved. 

  The really annoying part of it all was the fact that three allegedly knowledgeable tech support people couldn't "connect the dots" and help me even when supplied with pictures!   You've probably guessed by now that this episode was the inspiration for the "It Took 3 Guys..." blog entry.  At any rate, I'm now back to where I was at the beginning of the season, trying to test out the reason for some strange throttle position sensor behavior (which is repeatable with the new unit too!).  But that's a topic for another day.  

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