order issues/ lack of customer support

shayandude

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!!

theDreamer

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.

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dP3NGU1N

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.

diddy535

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.

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DEpointfive0

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???

Dustin@Z1

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.

Dustin@Z1

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.

shayandude

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.

iceman21_23

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...

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ZCarMan

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.

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daisuke149

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.

Dustin@Z1

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

daisuke149

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

shayandude

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!!