My recent experience with Z1.

Imperial

My recent horrible experience with Z1. Take it for what it is.

Long story short… I purchased a set of brake calipers after I was assured on several occasions that they were compatible with the Z1 2-piece rotors (factory Akebono spec). Below are the issues I encountered in chronological order:

1. Calipers arrived without the brake pads that they were supposed to come with.

2. Installed front calipers only to discover the factory brake lines are not compatible. I later discover that the calipers are supposed to ship with adapters for cars with Akebono brakes. I received no such thing and had to replace all my brake lines. Mind you, I already had aftermarket lines.

3. Rear calipers do not fit factory spec sport rotors. They’re designed for thicker rotors with a smaller diameter.

4. I informed Z1 of the fitment issue and they initially blamed it on installation error but later admitted they had made a mistake and that the calipers are in fact NOT compatible with the rear rotors. Their solution, I would have to buy a new pair of rear rotors. I provided a compromise in which I would return their rear 2-piece rotors in exchange for replacements that fit the new calipers and pay the different in price. They accepted.

5. I asked for the new rotors to be expedited as my car would be stuck at the shop until they are received. They responded with a resounding NO stating they’re already going above and beyond having agreed to my compromise and asked me why I had not sent their rotors back yet.

To be continued…

cv129

Silver lining….Z1 brought you back from the hiatus lol.

Maybe I’m missing something….what compromise did Z1 make? Missing parts, incorrect product info, you pay for the price difference to get correct parts….so….not sure where I see the “above and beyond”…..

Sorry for your experience.

__________________
Setrab | RE-71 | SPL | JRZ | Nismo | ARK | Whiteline | RacingBrake | CJM Oil Pan | Ti shield

rayZinbrand

Hey! This is Ray (Noir.TM) and I am the one that initially helped you via phone and email. I am also going to answer this in order with the best knowledge I have and fill in some holes left.

1. This was a NISMO brake kit that was not yet available on the site but my colleague went ahead and sourced it directly through NISMO/Nissan Motorsports. When we first got in contact you advised us of the error and I got you situated immediately at no cost. This was an error with the item list for that kit and I see no way that you should pay for that error. Solution was found and completed.

2. I do not remember speaking on the brake lines and we can bounce back and forth on this one. I don’t want to speak in ignorance. So I apologize, I need to get more info from you and NISMO before I speak out of line.

3. Initially I was advised the rear rotors would fit Akebono rotors and my colleague was advised of the same news. Once I got your email we quickly went to one of our techs who has this kit and he remembered that he did in fact have a different rear rotor to make it work. That was an error on our end that we needed to rectify immediately. Leads into 4.

4. When I advised to just double check install, in no way am I attacking someone’s credentials or capabilities. Instead I am trying to check every box so we can nail it down to the source. You oddly took offense and then I explained in the next email that I am trying to make sure you are taken care of and every avenue was checked while I also checked ours. Turns out we were wrong and we agreed to accept your rotors has a return to offset the cost of the new ones.

5. This is where I will side with my colleague on going above and beyond. You do not have access to this information so I can understand your viewpoint, but I will explain what is factual. Your pricing did not include rotors because the sales team member wrongly thought it was not necessary. We all identified that error and I explained it to you. You asked to be compensated 100% for the error and I advised bluntly that I cannot give free rotors. While I was away I heard you guys came to an agreement to return your old rotors. Here is where the “above and beyond” begins. Your rotors were initially purchased in 2014, rebuilt in 2016, and being returned in 2021. I cannot think of a single company that would accept 6-7 year old rotors to be compensated at the cost paid this long from the point of purchase. I overruled every protocol for returns to make up for our error. Second, the pricing you received for the rotors are under was it actually cost. This means we took a hit to complete your order. Again- You were inconvenienced and we wanted to get this fixed ASAP. This order is no longer even profitable, but we need to focus on the resolution and get you situated. My colleague and myself took it personal to get every approval we could to get you across the finish line. Unfortunately, we are unable to expedite the orders shipping. I understand that is frustration and I’m 100% with you. But a lot of protocols were already broken and this is far as a stretch that we were able to make.

To be honest, you are an incredibly nice person every time we spoke and I still think so. I put myself in everyone’s shoes when trying to understand our customers issues and move toward immediate solution. We do have and gave the solution. Unfortunately we have to wait until Monday/Tuesday (Off memory I believe this is the ETA for the correct rotors to ship) for this to come to a close.
We also understand your car is in a shop and we want to get it out. But you have to sometimes look from outside the box as well.

Hopefully with the added info there will be more perspective added. As I told you on the phone, I am very blunt and always focus on setting a good experience because we are all car enthusiasts. I wouldn't want someone to treat me like they don’t care, so I give all the attention I can and also answer in a timely manner to get everyone across the finish line.

Rusty

Sounds like someone didn't do any research. Known fact that when switching from base brakes to sport brakes (Nismo's are the same). You have to get everything from brake lines, pads, calipers and rotors.

__________________

浪人 - 殺し屋
"The Difficult Anytime, The Impossible By Appointment Only"
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cv129

Don’t think he’s switching from base to sport. Looks like he’s going from Akebono to the Nismo branded StopTech.

__________________
Setrab | RE-71 | SPL | JRZ | Nismo | ARK | Whiteline | RacingBrake | CJM Oil Pan | Ti shield

Imperial

I have a Nismo, looks like someone didn't do their research before commenting.

Imperial

1. Sorry, but this is simply not true. You DID already sell the kit because it was on your website that I discovered them and my first correspondence with your team was to inquire about them. I have the email transcripts to prove this. You're the second person from your team to make this false claim which isn't reassuring about your knowledge regarding the products that you sell.

2. Look up my emails, you'll find I sent several with pictures when this issue came up. What you may not know although the option is clearly on your product page is that there are two versions of this kit, sport and base, the difference between them being the adapter included with the sport kit so the brake lines will terminate in a short banjo bolt to properly fit these calipers. In other words, you guys sent me the kit for the wrong model car. Unfortunately I discovered this error after I had already purchased replacement brake lines for the calipers.

3-5. You make assumptions based on my order history with your company however what you're not aware of is that I purchased the rebuild kit for my 2-piece rotors well in advance of when I would be needing them during a sale you guys were having... And I just had them rebuilt! Just ask and I can provide you with the work order. Or better yet, wait until you receive the rear rotors back and you'll find that you can still see the machining marks on them. That's because they've barely been used in anticipation for the new calipers. Why do you think I was trying to be absolutely sure the Nismo calipers would fit you're 2-piece rotors? Now I'm having to pay to replace rotors I just had rebuilt. You mention breaking protocols to justify claiming having gone above and beyond, you also state that my transaction is no longer profitable... this just proves to me that the culture in your company does not value good customer service if there are actual protocols keeping you from making things right and that in the end, it's still all about the bottom line.

I appreciate the compliment regarding my demeanor. You'll find I try my best to never become mean, I work in healthcare and I know first hand that gets you nowhere however I just want things to be right and fair. In this case I feel I got the short end of the stick.

Imperial

Sad, but true.

My thoughts exactly.

Thank you.

Rusty

You mean this kit?

https://www.z1motorsports.com/big-br...037f0808eeb08d

I see the AP kit is offered again. It hasn't been available for a while.

__________________

浪人 - 殺し屋
"The Difficult Anytime, The Impossible By Appointment Only"
http://www.the370z.com/members-370z-...o-journal.html

Rusty

You wasn't real clear on what you was doing. Read like you was mixing parts from different kits. Had SS lines from base, and trying to fit 'bono's, etc. Sorry, but that's the way it read.

Hope you get this straighten out.

__________________

浪人 - 殺し屋
"The Difficult Anytime, The Impossible By Appointment Only"
http://www.the370z.com/members-370z-...o-journal.html

rayZinbrand

I appreciate the follow up! To my knowledge, the calipers were available but not the full kit. Even the way your order is setup on our back end it looks like what I advised is true. Again- I am very blunt and tend to not get into “he said, she said” when data leans a certain way. The calipers have always been available, but the kit was just recently set up after your order. I will double check on Monday to be sure. If I’m wrong, you already know I have no issue admitting that.

In regards to the options, you selected sport. This is also something I would not dive into because I do not know if you had base brakes and you’re upgrading up. If so, then you’d need other supporting mods to cleanly install like a new dust shield and lines. If you’ve had the akebonos previously, which I assumed because I remember the 2-piece rotors being ordered for them unless I’m incorrect. Edit: Already read up that you have a NISMO.


Last- You are still seeing this return with tunnel vision. The rotors may be lightly used, but they’re still extremely aged from 2016. It’s unfortunate that you are still saying our culture is flawed when that simply is not the case. If this were true then I would have had used shady tactics to ignore this situation altogether. No matter how you view this I will have to stay blunt, as always, and say we have definitely gone above and beyond to fix our error. You proposed a return offer that absolutely no company would accept but we didn’t hesitate. Myself and my colleague and attended you quite immediately and answered every question in a prompt manner. We’re both on our off time still attending to you to make sure your order is moving forward as we speak. Our culture supports enthusiast because we ARE enthusiast. If we made an error, we fix it. Simple.

Your grievance at this point is because rotors are not being overnighted. The order was already placed and in motion. It simply cannot be upgraded.

Lol- Your character was great! Even when you showed frustration you took a step back and relaxed. I worked in healthcare previously so I can understand.
Like I said previously on the phone, I am 100% involved on your order and I wanna get you across the finish line. There will need to be a moment to put what has happened in a nutshell.

You were advised of wrong information, we corrected that and educated ourselves.
Because of that wrong info we accepted a return for rotor purchased in 2014, rebuilt kit bought in 2016 and returned in 2021 at the same price paid to offset the cost.
Yes- Your order is no longer profitable, but that did not stop us from continuing to make things right. I am simply stated it as a fact because this is a business. But sometimes you have to take a loss to make a situation correct.
We cannot upgrade the shipping from NISMO because it’s already too late. Your order is already in motion.

Hope this added more perspective and it would be better to continue this through phone call or email on Monday. I have zero issues with forums, but without me being actively at my computer there’s really nothing I can do. I’ve been off already. Just was alerted to this post and familiar with the situation lol.

rayZinbrand

Exactly! The pricing between the order in question and this full kit would support where I’m coming from. Thank you!

No one wants a battle when we have already admitting we were incorrect. Shipping method seems to be the last grievance.

Rusty

What's the diameter on there rotors?

__________________

浪人 - 殺し屋
"The Difficult Anytime, The Impossible By Appointment Only"
http://www.the370z.com/members-370z-...o-journal.html

Quicksilvers

This is one of the many reasons a lot of us on this forum refrain from ordering from Z1 in the first place. One of the last straws I had with Z1 I needed new rotors before an event and they sent me the wrong rotors. They even tried to make me pay for the return shipping $$$. I’m with Bob on this before you even consider upgrading your base brakes do your research.

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Mr. Clean

SG4247

I order factory parts from online Nissan dealers, even though Z1 is cheaper.

With dealers at least the shipping and returns are reasonable, and I get the right parts quickly.

Not the case with Z1 generally, I dont have time for their hassle.

I just spent a couple thousand with Jim Wolf Tech and while their Cali prices are very high, they are an absolute pleasure to work with.

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