I want to share my experience with Moore Mafia for future searches and anyone asking which tuner to go with.
My previous two dyno tuning experiences were with 2WDW in person, as I lived pretty close to their shop. Nels is a very nice guy who clearly knows his stuff, his staff was friendly and my appointments went according to plan both times. I have never used 2WDW for mail-in ECU tuning, but I have to extrapolate my previous experiences and assume it'd be good.
I decided to go with Moore Mafia this time around because Chris seems to know Suzukis, has a lot of happy customers and legit track records to prove his abilities. My initial call with him was a positive experience, he seems like a nice and friendly guy, so I decided to give him a chance and also support a local Southern boy.
I paid for air shipping to ship my ECU, expedited processing by Chris, and then expedited shipping back, along with shipping insurance both ways. It wasn't cheap, but I wanted my ECU back quickly, and more importantly in one piece. Chris received my ECU on Tuesday and I had it back in my hands on Thursday. I was very happy with that turn-around time.
Unfortunately that is where the happy and positive experience ended, as Chris got the tune wrong. Specifically, he forgot to disable the exhaust servo so my bike threw the P1404 engine code and I had a permanent check engine light. My first indication of that was actually when I looked at the form he sent back with the ECU, indicating what work he had performed. The checkbox next to disabling the exhaust servo wasn't checked. I called him, some woman on the phone told me he'd call me back, but he didn't. So a few hours later I called back, she answered, and then promised me Chris would call back, which a few minutes later he did.
I spoke to Chris to let him know what I'm seeing (the form he sent back and the CEL on the bike). He said he may have screwed up and that I should take the bike for a quick test ride and let him know if the code persisted. So I did. I then called him back around 4:30pm his time, but nobody picked up and my follow-up text went unanswered. His shop supposedly closes at 5pm, but I guess he clocked out early that day and my issue went unaddressed until the next day, leaving me pretty bummed out and frustrated.
Friday I spoke to Chris and he said to send the ECU back, and that he'll cover "overnight" shipping back and give me some sort of refund. Not wanting to add to an already expensive situation, I UPS ground the ECU back to him (with insurance), which he received on Tuesday.
I waited all day Tuesday but didn't get any call or text or anything. Finally Wednesday morning I texted Chris to ask on the status of my ECU, as I knew he received it Tuesday just after lunch. He said that the ECU would ship back that day (Wednesday), without further details. I asked if he was able to identify whether or not he originally forgot to disable the exhaust servo, but got no response, nor any further communication.
Thursday morning I texted Chris again to ask for a tracking number since he never sent me one. Later in the day he finally sent it, but when I looked it up, the package was arriving Friday, so it wasn't overnighted like he promised. Fine, whatever. I got the ECU back on Friday, installed it, and the CEL did go away. I haven't been able to test-ride the bike yet as it's been pouring here every day, but I'm going to have to assume that it's fine now.
On Saturday I sent Chris an e-mail describing my expenses and asking if he'd still honor some sort of refund. This morning (Sunday) I got a reply that a partial refund has been sent, though I'm not sure where or how yet, I guess I'll wait till next week to verify.
So overall I'm frustrated by poor communication and customer support on Moore Mafia's part, at least in my specific case. ECUs aren't cheap, and without them the bike is useless. Given how much Chris is charging for a flash (essentially reselling the dyno tune he did for someone the first time, with no additional tuning efforts on his part for each subsequent sale), it's not unreasonable to expect him to be available for support during his business hours when something goes wrong. Letting the phone just ring, and ring, and ring, not returning calls as promised, not answering texts and not updating a customer on a problem... is just unprofessional. I realize he's busy and probalby flashes dozens of ECUs every day, but at his size and scale, he could afford to hire a minimum wage person to answer the phones and manage messages between him and the customers. That would go a long way to making customers feel like they're in good hands.
TLDR; if Chris gets everything right the first time, you will probably be a happy customer. But if you need customer support anytime during or after your business with him, you may be less happy with the experience.