Poor Customer service over the phone

Mozen · 08-19-2013, 01:45 PM

Hello,

I recently called you guys in reference to buying a set of brake ducts for my 370z. I have the Zele front bumper and am currently in the process of making my own custom brake ducts that will work with either your kit or something I would create. When I tried to buy just the kit with the tubing and the custom wheel hub connection the rep on the phone kept warning me about how he could not guarantee fitment.Which I understand, and I appreciate the warning but honestly..what wouldn't fit? As i had explained to him, all I wanted was the darn wheel hub connection which yall wont sell seperate. I was only going to buy the hose as well because yall cant/wont separate the kit.

What really got to me is when I mentioned that I was stationed overseas, and despite your website displaying a nondisclosed "free shipping" logo the guy I was talking to told me shipping would be around $200 unless I wanted USPS. He said then I would have to wire you guys the money. Is this normal business practice? Every other major vendor on this forum can accept my credit or debit up front for an order and include the cost of shipping when it goes by USPS. Shipping to APO is the same as shipping an item anywhere else in the US however, i understand it is more expensive than say UPS or FedEx. When I said I was fine with USPS he told me flat out it would be "expensive" and that I was "better off just not getting the kit". I them mentioned that Z1 ships to USPS no problem i was told that they "were a great customer" and that i should use them.

I guess this turned into more of a rant than anything however im sorry i made the mistake of going straight to you guys rather than dealing with Z1 like i normally do. I really feel like your customer service rep on the phone could not care less about my business and made no effort whatsoever to engage me or make a sale. To be honest i dont expect free shipping even when i see the advertisement but neither do i expect to get turned away flat out.

-Brandon

G37sHKS · 08-19-2013, 01:57 PM

Okay thats it, Stillen is on my blacklist now and will never buy anything from them in the future

I was waiting for one more bad review about them.

Thanks for sharing man.

ANMVQ · 08-30-2013, 12:47 PM

Sounds about right, If it wasnt for John N over there I would never call them

critical · 08-30-2013, 01:07 PM

i wanted a $1 o-ring for the sandwich plate on their oil cooler kit, and they told me i had to pay $50 for an entire new sandwich plate and also wouldn't give me the specs for the ring. same no separating non-sense. haha i wonder what would happen if you need 1 part out of their supercharger kit? sorry, have to sell you the entire kit. multiple calls with them and terrible service.

eastwest2300 · 08-30-2013, 09:31 PM

damn dude.. sorry to hear that..

Mozen · 08-31-2013, 05:40 AM

Quote:

Originally Posted by critical

i wanted a $1 o-ring for the sandwich plate on their oil cooler kit, and they told me i had to pay $50 for an entire new sandwich plate and also wouldn't give me the specs for the ring. same no separating non-sense. haha i wonder what would happen if you need 1 part out of their supercharger kit? sorry, have to sell you the entire kit. multiple calls with them and terrible service.

Yea thats some hot garbage especially since its a common replacement part. I never re-use any o-rings or seals on my car. Too cheap to not replace as part of normal preventative maintenance. There might be a couple that make sense to re-use but ive not run across them yet.

bigaudiofanat · 09-12-2013, 09:05 AM

I have been back and fourth with the idea of buying a exhaust form them for my altima. But I keep reading this stuff and it makes me not want to buy from them.

SouthArk370Z · 09-12-2013, 10:35 AM

Three weeks and no response from Stillen. No "we screwed up and are sorry." No "customer was an unreasonable ****." Nothing.

PS: I can understand them not wanting to break up kits but not selling parts replaced during normal use and maintenance (o-rings, belts, &c) is ridiculous. Not giving the specs when you don't sell the parts is even worse - what the hell is so secret/proprietary about a freaking o-ring? It's probably a standard part that is available any place they sell o-rings. If not, they need to hire new engineers. /rant

Kyle@STILLEN · 09-14-2013, 01:45 PM

First off I would like to apologize for not seeing this post sooner. If anyone ever has an issue they would like resolved immediately it is always best to get in touch with either Josh or me directly. With the number of new threads created each day and the number of forums we try to monitor we do miss things from time to time.

To the original poster, please contact me directly so we can work out what happened here. I don't know of your exact scenario but we do have our policies that the sales people must follow. If you are free to call me or email me I would be happy to get this sorted out for you and get you the parts you are looking for.

My contact information is:

Kyle Millen
800-576-2131 ext. 173
kmillen@stillen.com

zee66 · 10-09-2013, 08:16 AM

Have only great things to say about Stillen and the customer service! Mark in service has been awesome, and plan on doing more with them. Thanks Again Stillen!

FireDan50 · 10-09-2013, 08:21 AM

That sucks you've had bed service from whoever you talked to. I honestly have always had AWESOME phone customer service when talking to Kyle and Shawn over there.

Mozen · 01-01-2014, 05:58 PM

Just realised i never followed up on this and for that i am sorry. I did speak with Mr. Millen via email and he offered any help he could with my decision to build my own kit after the issues i had with the employee on the phone. His offer was fair and unexpected and he definitely did do as much as he could to repair any damage that was done and for that i need to give him credit.

vlad370z · 02-10-2014, 08:15 AM

I've been dealing with Adam at Stillen, he has been very helpful in getting my orders sorted and shipped to australia , replacement parts for a used supercharger kit that I purchased.
Great Client Service at Stillen can't say the same for GTM they dont respond to emails

08-19-2013, 01:45 PM	#1 (permalink)
Mozen Track Member Join Date: Jun 2010 Location: Newport News, VA Posts: 820 Drives: Nissan 370z PW M6 Rep Power: 18	Poor Customer service over the phone Hello, I recently called you guys in reference to buying a set of brake ducts for my 370z. I have the Zele front bumper and am currently in the process of making my own custom brake ducts that will work with either your kit or something I would create. When I tried to buy just the kit with the tubing and the custom wheel hub connection the rep on the phone kept warning me about how he could not guarantee fitment.Which I understand, and I appreciate the warning but honestly..what wouldn't fit? As i had explained to him, all I wanted was the darn wheel hub connection which yall wont sell seperate. I was only going to buy the hose as well because yall cant/wont separate the kit. What really got to me is when I mentioned that I was stationed overseas, and despite your website displaying a nondisclosed "free shipping" logo the guy I was talking to told me shipping would be around $200 unless I wanted USPS. He said then I would have to wire you guys the money. Is this normal business practice? Every other major vendor on this forum can accept my credit or debit up front for an order and include the cost of shipping when it goes by USPS. Shipping to APO is the same as shipping an item anywhere else in the US however, i understand it is more expensive than say UPS or FedEx. When I said I was fine with USPS he told me flat out it would be "expensive" and that I was "better off just not getting the kit". I them mentioned that Z1 ships to USPS no problem i was told that they "were a great customer" and that i should use them. I guess this turned into more of a rant than anything however im sorry i made the mistake of going straight to you guys rather than dealing with Z1 like i normally do. I really feel like your customer service rep on the phone could not care less about my business and made no effort whatsoever to engage me or make a sale. To be honest i dont expect free shipping even when i see the advertisement but neither do i expect to get turned away flat out. -Brandon Driftomodachi likes this. __________________ PW 370z \| AEM \| MISHIMOTO \| ARK PERFORMANCE \| WHITELINE \| NISMO \| STILLEN \| FORGESTAR \| BC RACING \| AMS \| NON STOP TUNING \| CARBONETICS LSD \| 4 Point DOM 1.75" SCCA Spec Roll Bar + Harness Bar CHECK OUT MY BUILD THREAD HERE

08-19-2013, 01:57 PM	#2 (permalink)
G37sHKS A True Z Fanatic Join Date: Feb 2010 Location: Dubai Posts: 1,183 Drives: 09 G37S Coupe 7AT Rep Power: 20	Okay thats it, Stillen is on my blacklist now and will never buy anything from them in the future I was waiting for one more bad review about them. Thanks for sharing man. critical likes this. __________________ G37 BUILD UNDER CONSTRUCTION

08-30-2013, 12:47 PM	#3 (permalink)
ANMVQ A True Z Fanatic Join Date: Mar 2011 Location: Framingham MA Posts: 2,732 Drives: 2014 Q50 AWD Rep Power: 19	Sounds about right, If it wasnt for John N over there I would never call them __________________ 14 Q50 AWD, ARK, ECUTEK (SEB), Takda,

08-30-2013, 01:07 PM	#4 (permalink)
critical A True Z Fanatic Join Date: Oct 2012 Location: Washington Posts: 1,252 Drives: 09' 370z 7AT Rep Power: 16	i wanted a $1 o-ring for the sandwich plate on their oil cooler kit, and they told me i had to pay $50 for an entire new sandwich plate and also wouldn't give me the specs for the ring. same no separating non-sense. haha i wonder what would happen if you need 1 part out of their supercharger kit? sorry, have to sell you the entire kit. multiple calls with them and terrible service. __________________ Quaife w/ gears \|Stillen Gen 3\|SOLD FI Resonated Test Pipes \|SOLD FI 18'' \| 25row Stillen Race \| Progress 35mm/25mm sways \| Swifts/Koni\|Volk G25's\| Stoptech SS lines\|\|SPL Front/Rear Arms\|

08-30-2013, 09:31 PM	#5 (permalink)
eastwest2300 A True Z Fanatic Join Date: May 2010 Location: South FL Posts: 90,987 Drives: '16QX70/'21 Supra3.0 Rep Power: 2684550	damn dude.. sorry to hear that.. __________________ Infiniti QX70 & Toyota Supra 3.0 Premium

09-12-2013, 09:05 AM	#7 (permalink)
bigaudiofanat Car Audio Installer Join Date: Jun 2009 Location: Magnolia DE Posts: 8,342 Drives: 2012 Infiniti G37x Rep Power: 853	I have been back and fourth with the idea of buying a exhaust form them for my altima. But I keep reading this stuff and it makes me not want to buy from them. __________________ Need help with car audio or electronics? Let me know!! Need Help Let Me Know Direct email address reimermatt@gmail.com Owner of: Dynamic Mobile Audio Follow me below https://www.facebook.com/Dynamicmobileaudio/

09-12-2013, 10:35 AM	#8 (permalink)
SouthArk370Z Premium Member Join Date: Nov 2010 Location: South Arkansas Posts: 8,435 Drives: 2014 Challenger Rep Power: 324198	Three weeks and no response from Stillen. No "we screwed up and are sorry." No "customer was an unreasonable ****." Nothing. PS: I can understand them not wanting to break up kits but not selling parts replaced during normal use and maintenance (o-rings, belts, &c) is ridiculous. Not giving the specs when you don't sell the parts is even worse - what the hell is so secret/proprietary about a freaking o-ring? It's probably a standard part that is available any place they sell o-rings. If not, they need to hire new engineers. /rant __________________ Steering Lock Links - Search The370Z Bookmarklet - FSM @ NICOclub Mankind has progressed past the need for war but we haven't evolved that far. - NachoMahma

09-14-2013, 01:45 PM	#9 (permalink)
Kyle@STILLEN The370Z.com Sponsor Join Date: Dec 2008 Location: Newport Beach Posts: 626 Drives: Toyota Tundra Rep Power: 307	First off I would like to apologize for not seeing this post sooner. If anyone ever has an issue they would like resolved immediately it is always best to get in touch with either Josh or me directly. With the number of new threads created each day and the number of forums we try to monitor we do miss things from time to time. To the original poster, please contact me directly so we can work out what happened here. I don't know of your exact scenario but we do have our policies that the sales people must follow. If you are free to call me or email me I would be happy to get this sorted out for you and get you the parts you are looking for. My contact information is: Kyle Millen 800-576-2131 ext. 173 kmillen@stillen.com

10-09-2013, 08:16 AM	#10 (permalink)
zee66 Base Member Join Date: Sep 2013 Location: Grand Island Posts: 30 Drives: 2013 370z auto pearl Rep Power: 12	Have only great things to say about Stillen and the customer service! Mark in service has been awesome, and plan on doing more with them. Thanks Again Stillen! Team_STILLEN likes this.

10-09-2013, 08:21 AM	#11 (permalink)
FireDan50 Track Member Join Date: Mar 2012 Location: San Antonio Posts: 714 Drives: '09 370Z PW M6 Rep Power: 19	That sucks you've had bed service from whoever you talked to. I honestly have always had AWESOME phone customer service when talking to Kyle and Shawn over there.

01-01-2014, 05:58 PM	#12 (permalink)
Mozen Track Member Join Date: Jun 2010 Location: Newport News, VA Posts: 820 Drives: Nissan 370z PW M6 Rep Power: 18	Just realised i never followed up on this and for that i am sorry. I did speak with Mr. Millen via email and he offered any help he could with my decision to build my own kit after the issues i had with the employee on the phone. His offer was fair and unexpected and he definitely did do as much as he could to repair any damage that was done and for that i need to give him credit. SouthArk370Z, jlo370z and blackcherry20 like this. __________________ PW 370z \| AEM \| MISHIMOTO \| ARK PERFORMANCE \| WHITELINE \| NISMO \| STILLEN \| FORGESTAR \| BC RACING \| AMS \| NON STOP TUNING \| CARBONETICS LSD \| 4 Point DOM 1.75" SCCA Spec Roll Bar + Harness Bar CHECK OUT MY BUILD THREAD HERE

02-10-2014, 08:15 AM	#13 (permalink)
vlad370z Base Member Join Date: Oct 2013 Location: Sydney Australia Posts: 52 Drives: 2010 Nissan 370Z Rep Power: 12	I've been dealing with Adam at Stillen, he has been very helpful in getting my orders sorted and shipped to australia , replacement parts for a used supercharger kit that I purchased. Great Client Service at Stillen can't say the same for GTM they dont respond to emails

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