Trifecta has their own forum for questions- wot-tuning.com
BNR had a trouble ticket system on their website, as well as an email for support-
customersupport@badnewsracing.net
-Eric Smit
I'm aware, they (BNR) don't seem to respond to inquiries in the form of email or a ticket. I know they (he?) are (is?) probably overwhelmed with business right now.
I think a lot of improvements could be made in the ordering process for tunes. I did a good deal of research and still wasn't quite sure what I was doing when I ordered my tune. I found a lot of conflicting or confusing information about what, exactly, comes with a full tune, what options are available, what options you need to ask for, and what, exactly, those options are. Key words being "exactly".
In the ordering process the options could be listed with a concise explanation of each one. Select-a-tune, smart octane, etc. I was quite confused by the back and forth regarding smart octane and intelliboost. It would not be hard to insert a small, up-to-date overview so that customers could be aware of what is available and could be confident that their order is easy for BNR and Trifecta to understand. It would make things easier for everybody.
I realize the information is out there, but it is difficult to find and hard to verify, and it doesn't have to be.