order issues/ lack of customer support
 

This weekend, while the special was going on for the nismo sway bars, i tried placing an order, and when it came to creating an accoutn i would get a error everytime, no matter if i used my computer or my wifes laptop, and no matter if it was her info or mine. Well, i wrote an direct email to the email address you guys have on your website. that was friday night, almost a week later still no response. if you guys arent making your budget or quota, this might be why, its lack of customer serivce. theres too many other competitors out there for me to wait a week for a company to write a simple email back......

did you try calling? Every time I have a question, I call and I always get a live person on the phone that is happy to help. I placed an order for an oil cooler during the BF sale, but I wanted to change a few things on my order so I called Monday morning. Got everything swapped around AND I got my order Tuesday morning.

no, i figured, if there is an email address link it should be functional, and operatable.

People are too afraid to talk on the phone these days, its all about impersonal emails and texting.

Subjective nonsense. There's an advantage for both the customer as well as the vendor to have an email conversation so there's a clear paper trail and so everything is documented. This has nothing to do with being afraid to talk to someone; it's about record keeping and accountability.

OP is right. If there is an email address listed then someone should be accountable to answer those emails. Keep your off-topic and unhelpful opinions to yourself. That being said after a few days without an answer, OP, you should probably try giving them a call and refer to your email request.

Thats what an Invoice is for, any discussed terms should be mentioned on the invoice. If you're worried about a company being accountable for their product then I would ask why you are ordering from them in the first place.

This being said I will probably email before calling just for the ease of it. But I would not flame a company for missing an email or having website issues without first trying to contact them via a phone.

I sent them a PM through here and Dustin called me within maybe 6 minutes... I thought that was pretty good customer support... Dustin seems to reply to my other PMs within 10 minutes, for being a first time customer, they've kept me as a customer.

Sorry you had issues, but they're not a multi-billion dollar company where you keep getting bounced around, you should have just called, that's why they offer their phone number

https://sphotos-b.xx.fbcdn.net/hphot...19425041_n.jpg

:icon18: uuuum....u should call. U missed it

*from Z1 facebook

From Z1 own black friday/weekend sale thread:

http://www.the370z.com/z1-motorsport...ml#post2030880

Yes, they probably should have answered your email, but with the magnitude of the sale they were having and the weekend you decided to email them. The responsible thing on you would have been to email them, and if they did not response within 24 hours (since the sale was 3-4 days long) you should have placed a direct call to them.

Red z, that woulda been worth a call only if it was a FaceTime call hahahha!!!!!

Oh well, just ordered them from a vendor who actually answers and responds to their email. If they didn't want my money, someone did!!!

Who DID you order from?

I so agree.

A vendor from my350z

Shayandude,
I apologize if you feel as if you were not given the appropriate service you should have recieved. As theDreamer re-posted above, we had server issues during the Black Friday/Cyber Monday weekend which crippled our system Thursday/Friday. We would have been glad to help you set up an account over the phone or help to resolve any issues otherwise.

To be honest, I think you have failed to understand the magnitude of the sales/call volume for ALL companies during this time of year. We do our very best to respond to each and every single email, voicemail and PM as quickly and accurately as possible. We do our absolute best to offer the appropriate advice and give each customer the best service possible over the phone. We saw not only an unusually high number of orders (which we managed to deliever with NO unusual delays in most cases), but we also saw a heightened call volume. Our staff put in a lot of overtime during this time period in order to help ensure that orders were packed and delievered in a timely manner and to ensure that all customers were attendted to. The INFO or SALES email address that you most likely directed your email to recieves a massive amount of both tech and sales inquiries that our staff does their best to sort though and manage. I am talking on the scale of 500 ~ 600 emails per day to these inboxes ALONE, not just to our individual email addresses (EX: Dustin@Z1Motorsports.com)

I admit errors happen, we are human. There is a possibility, although evertremly remote, that your email may have gotten deleted or mis-sorted. I honestly cannot say. All I can do is apologize and ask that you give us a second look next time around.

I WILL suggest that if you, or anyone else who reads this posting, has not recieved an email response within 48 BUSINESS HOURS (UNDER NORMAL OPERATING CONDITIONS). Please give us a call here at the shop.

Another contributing issue that MAY have taken place is that we have recently migrated our email servers to a different host. There may be issues here associated with networks not properly directing emails. There is computer programming Voodoo here between networksthat has been explained to me which I could not begin to explain.

I understand Black Friday, as I work for the one of the busiest retailers on that day. I placed the email Friday night around 10 pm central time. And if you guys are having issues then there should be a note posted on the site like other websites do. So customers will be aware of the situation. An sincere apology goes along way, but correcting the issue does to, which we both know it would not have happend. If I call today and say yes, I tried to buy this sway bar on your Black Friday ad for 199 and you all lost my email I would not be honored my 199 price and instead id be charged the regular 268 price. How do I know this? Because the first time I tried to order this, and I missed the sale date by 1 business day, which was the z nation week sale you guys had, and the guy pretty much told me oh well and the price is now 268. I've never dealt with you, so I can't say if you would do the same or not, but the feeling is get is not very customer oriented and makes the buyer feel unwanted. And how does an email get lost? It's not like the mail man delivers it to the wrong address!! So that I find hard to believe as well..... Oh well... Good day!!

I will take this portion of your rant and gladly explain.
In any email system, you have general inbox such as service@...or sales@... which are looked through by people or many times automated. The issue with this is that sometimes the automation has a flaw. It reads a header as "Sales service call" and it gets confused and dumps out an error and leaves the message on the system directed to no one, thus a lost email which no person ever sees.
On the human side, it could have been as easily as click or dragging the email to the persons inbox and dropping it in the wrong folder or directory. I see this one a lot and people go, I put it in your 'inbox' when really they put it under XYZ folder and gets missed.

It's also completely possible that it's overlooked when someone is sorting through 500 emails a day. Have you ever tried to respond to 500 emails? It's completely possible to tab to your email, get distracted, turn back to your computer and think "I'm pretty sure I responded to this guy already" and move on to the next email. Not saying it's right or makes things better but a little bit of perspective goes a long way.

At the end of the day email is nice because it gives you a conversation trail that's easily tracked, but it's also easily ignored or overlooked.

This should be over PM I don't see how this solves anything other than trying to make the company look bad instead of trying to solve the problem.

This is kind of true, I hope Z1 offers the OP like 10% off or something, but I think most of us don't have an issue with Z1, and I don't think this is tarnishing their name.

And at Dustin or anyone else at Z1, who has more pics of the girls???

We did our best to alert everyone in the means we felt necessary. I agree that a notice at the top of the web site would have also helped. We did post up here, other web forums in which we are active and as well as on our various Facebook websites.

You are speculating based on a previous experience (which is logical). However, had you also called us within a reasonable amount of time, we would have gladly taken care of you and honored the discounts given the issues with our server and your documented issues with creating your account.

I apologize for the previous issue during the Z Nationals event. If you would, please PM me that individuals name that you spoke with if you can recall.


You are actually incorrect. (I will do my best to explain the technical computer programming jargon that I was explained). By migrating our host email server to another platform, our IP address for our server changed. There are only a handful of email hosting entities in the world. Each one has a specific way of updating their logged IP address. Some companies check to verify the IP address daily, while others only do it when the company initiates a query. If you email us from a email host who updates IP address daily, you would never see an issue. At the same time, if your email was through one that updated infrequently, then your email would either be returned as 'undeliverable' or would simply never get recieved.

I have no issue whatsoever honoring the Black Friday discounts if you are still interested given your situation. However, I must put a stipulation on this offer. I will only be able to honor through tomorrow evening (Saturday) by 6:00 PM.

There are a lot more pics of the girls floating around on our Facebook sites and on our Image Gallery. That one is actually from a few years ago.

Item has already been ordered from a different company, and I truly feel that this only recieved attention because it was made public. I honestly feel if I called and talked to someone over the phone, I would have hot blown off like I did the time before.... Guess that's just how business is done at some places... Nothing against you Dustin it's just the feeling that comes across company wise from the two times I've tried to conduct business with this company.

z1 has never had issues like this, honestly look at they sales they produced on BF and look at the shipping times from those sales... they were busting *** and a simple call even had it been monday im sure they would have taken care of you. I understand that you were upset and frustrated that you didn't get a response, but instead of making all of this public, had you even Pm'd any of the Z1 associates they would have gladly taken the time to help you. I had an issue when i ordered a part i Pm'd and with in 30 minutes had a response and issue was resolved...

After 3 years of dealing with Z1 I've gotten to know the fine folks at Z1. They are stand up people, who are one of if not the biggest supporter of the Z community. Dustin and the others at Z1 are great people doing more than anyone out there that I'm aware of to support Z enthusiasts like us looking to mod and enjoy all things Z. If Dustin took the time to respond to these rants made its because he cares. If you were to call him and speak with him directly I think you'd find out. Nobody should EVER rely on email PERIOD. Pick up the phone, talk to a human, make a friend who'll be there in the future to help you with your mods.

:iagree:

Honestly. If I emailed someone, a company or not.. and i dont get a response fairly soon. I call shortly afterwards. And im not "hot" about it. Because if you do infact say you worked for a busy retailer during this time, or hell work for a retailer during any time, you know you yourself have forgotten things. Forgotten to follow up. Others have messed up. Missed things.

Heck i've missed PM's on here, because I checked it on my phone and then forgot to respond from my PC...

but like i said i always call short afterwards if I feel it is important and just don't go around crying about it or getting mad becaues I dont get what i want immediately.. Im not a child.

and when something is important from the start, i always call first. Even if there is a website, i can order online, when its important, i call and talk to someone to put it through.

If everyone is in aggreeance that this issue has been resolved and adequately discussed, I would like to request that the mods lock it.

but im just getting started... : / why do all the fun threads get locked...

if its a black friday sale, and they are closed, and they are also closed on the weekend, what good would it to for me to call a clsoed business?
and if i called monday i would have gotten blown off like the time before, even if said so on here other wise!!

I am now lost as to the point in why this discussion is being continued? This post has no merit and is completely false.

It is a known fact that we are Open Monday through Saturday 9:00 AM - 6:00 PM. We EVEN EXTENDED our hours of operations during the Black Friday sale period far beyond 6:00 PM in order to handle the call and order volume. We were only closed on Thursday for Thanksgiving. We are also ONLY closed on Sunday.

Let me break your statement down for you to clarify each point:
A) You are correct...it was a Black Friday sale. But we extended it through the weekend and through Cyber Monday. In reality, the sale lasted 4 whole days (3 of which were normal Business days).

B) We ARE NOT closed on Mondays. Never have, never will be. UNLESS a holiday falls on that day.

C) We ARE NOT closed on weekend. We are only closed on Sundays. I am actually standing here in the building now, typing this response. And will be here til at least 6:00 PM tonight.

D) Again, we are not closed on Monday's and would have gladly helped you with your order and account issues.....had you called us.

E) Again, you are basing an assumption off of a previous issue. As much as I would like to be able to help you and correct a mistake that was apparently made at one point in the past, you appear to have no interest whatsoever. What I have wondered from the beginning of this thread is how you have been able to miss two well documented sales we have had when 99% of the rest of our customers have been able to order and recieve their products with no issue whatsoever. And those who did have an issue, INCLUDING OTHER MEMBERS OF the370z.com, were able to resolve their issues will little to no inconvience.

F) Your closing point is mute since you clearly had no interest in calling us anyway.

not to mention, you guys are usually there til well after 8 or 9pm most nights anyways, even though closing hour was earlier.

lol.. your one of those idiots.. want the world to do everything to make you happy because you apparently deserve it..

They are not closed weekends and they were not closed on black friday. Considering you saw their sale flyer, you also probably read that it said they were gonna be open all day taking calls. But again, it will not support your ridiculous argument so your leaving that out or you neglected to read it.. which would be your fault.

If you would have called Monday, you would have talked to someone, like everyone else who called. If you would have Pm'd them on here, you probably would have gotten a response like others. Sitting on your *** steaming ... kinda stupid.

So quit cryin and whining dude seriously.

if i ran a business, i'd tell you to go elsewhere as I wouldnt wanna deal with the kind of made up drama you come up with. Unfortunately Z1 is alot more patient than I am lol and wouldnt do that.

Agreed Dustin. I've personally seen you guys stay late well beyond closing hours.

People need to have realistic expectations of companies. Part of that is every now and then a **** up will occur. Dont sit on your *** about it and cry a week later when you didnt try to call them and give them a chance to make it right. Z1 has made mistakes as has every company, but ive not heard of a instance where they havnt worked their asses off to make it right and in the end the customer was happy. Of course.. that is when the customer gave them the chance to do it.

someone needs to pull up their big boy pants and get over the fact that they didn't follow through with their online order.. just sayin.