Quote:
Originally Posted by 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.
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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.