order issues/ lack of customer support

shayandude

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......

shivers

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.

shayandude

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

Mitco39

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

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dP3NGU1N

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.

Mitco39

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.

__________________
2007 Chevy Duramax - EFILive Tuned By Me
2010 40th W/ Nav - Boosted Performance - UpRev Tuned By Me
The Mrs. Ride -2012 335XI N55 BMW - Cobb Tuned By Me, Built by her
My Build --> http://www.the370z.com/members-370z-...39s-build.html

DEpointfive0

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

Red_Z

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

*from Z1 facebook

theDreamer

From Z1 own black friday/weekend sale thread:

Z1 Motorsports: Black Friday Sale

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.

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shayandude

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

shayandude

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!!!

DEpointfive0

Who DID you order from?

Z-Girl 12

I so agree.

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shayandude

A vendor from my350z

Dustin@Z1

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.