Hey guys this is Michael Marella. I am the one that takes care of you guys on the 350Z forum here at Vivid Racing. I want to personally appoligize for the actions taken by Mike Carillo and Christie here at Vivid. If I would have known about the situation I would stepped in and handled it in a professional manner. I was fully un-aware of the situation. With this said I would hope that from now on if you have questions or concerns about your 350Z or G35 or anything else for that matter please direct them to me directly. I will make sure that you all are taken care of. No one here should have acted the way that they did and reprocusions have been taken. Just remember to come to me directly from now on. Thank You!

-Michael Marella

 

^That still doesn't help the poor shipping/packing methods for bodykits and sending wrong parts

 

No offense intended Michael but any company that employees knuckleheads like Christie and Mike will lose business due to situations such as these. Simply reimbursing the money is not enough, when the customer is cursed at and basicly told to take a hike some substanstial steps need to be taken not only for the customer to leave satisfied but also so word of mouth doesn't kill the company. This situation alone will lose the company thousands of dollars as I know I'm not the only one who will not be shopping at Vivid

Good luck in the future

 

^+1

Also, it could be looke dupon as suspect that you, or someone using your screen name have been watching this thread for some time without so much as a reply until hours later. Public profiles tell a lot.

 

Michael

It's good to see that you posted in this thread. Mistakes happen, oversight takes place, and wrong steps are taken every day by every retailer, whether virtual or brick-and-mortar. What differentiates a mediocre one from a great one is how any of that is handled afterwards. I am glad to see that our fellow member is being compensated, albeit its unfortunate that it had to come to this for the issue to be resolved.

I myself will be giving you a call tomorrow regarding the damaged condition my Greddy sideskirts arrived in (Post# 75 in this thread). Let's hope for a swift resolution.

 

It should have not come to this.....vivid will not get my business. I plan on investing quite a bit of more money into my 06Z.

 

well I can say that I've been burned by good vendor/places. **** happens and people make mistakes. Defects are bound to happen but bad treatment of customers are inexcusable.

 

But still, at least Michael has the ***** to respond to this mess. I think it would be best to take his advice and deal directly with him in the future.

 

NOT! Someone doing "Damage Control" is not a resolution of the outstanding issue at hand. Neither is the fact that the dude got his money back.
This issue all stems from bad sale practice and crappy customer service. Damage control should have never been needed in the first place. This is NOT the first issue people have had with vivid. Am I or anyone else expected to believe the anything will change because Michael says it will?
First lets recap this issue... Dude paid what was agreed on for the kit and Vivid used his credit card to make an additional UNAUTHORIZED charge to his credit card. That = Theft in my book. Then they LIED to hide their theft. Then when dude disputed the charges they told him to F off. Have I missed anything?
Yeah they gave the money back but in my eyes that was only the right thing to do which DOES NOT address or make good on any of the wrong acts commited. Nor does it fix the companies sales practice. A professional company is professional all the time. I nor anyone else on this forum should have to only deal with ONE person at that company before we can assume to expect good customer service. How stupid is that? Thats like going to MacDonalds and telling the person at the cash register "I only want to speak to the fry guy because he's the only one who wants to offer me good customer service". Goods "Customer Service" is something that is embeded throughout a company and not in just one person.
Will I be purcahsing anything from Vivid anytime in the future after this??? Absolutly NOT. There are more than a few vendors and sponsors on this forum that are willing to bend over backwards to support our members without stealing from them. We pay too damn much money on parts to be taken advantage of. IMHO


Riddle me this???? How would this issue have played out if Vivid wasn't a sponsored vendor on this site? Thats the million dollar question of the day folks.

Just another reason to be thankful we have this forum. Long Live MY350Z.com

 

Nice catch.

 

 

Michale its good to see that someone at that company has a lot of class. Coming here and making sure that the people here are taken care of and respected is paramount to a buisness.

$300 gave alot of bad negative press to your company I would suggest that the people that showed little customer service skills come here and look what thier actions have produced. Any good buisness man will tell you that word of mouth is one of the biggest determining factors when people decide to buy things and especially when it comes to us babying our Z's.

 

+1. I am Customer Service Supervisor for a major finance corporation and if any of my employee's treated one of our customers the way vivid treated theirs, they would be in a lot of trouble. This looks like damage control, not Customer Service.

Remember there is a difference between Customer Service and Customer Satisfaction. Yes, you serviced the customer by refunding their money but I dont see a satisfied customer anywhere on here. Shady business practices will result in lost business. I know mine is going elsewhere.

 

I called Vivid Racing to buy a supercharger for my Z, and they were nothing but helpful. They gave me a good price, and helped me and answered all my questions. Although I didn't buy from them, they still helped and showed great service. Give these guys a break, they fixed the situation, and came on here and said sorry. $hit happens.....

Zeus

 

Even if they have a hundred good transactions it only takes one poor customer service situation to tarnish the reputation. This situation was not handled well at all, a customer service rep curses at a customer, I dont know anyone who would be willing to work with or purchase thigns from a company that employees people like that.

 

This is my encounter with Vivid. I needed brake pads badly so I decided to drive down to Vivid, since they were local to me. I went inside the shop where there was no recepcionist. I waited and someone working there came out and asked what I needed. He said he would call someone out for me. I needed the brake pads asap so I waited. 20 mins later same guy comes out and says that if I had been helped. I said no and he said he'd get someone out asap. 10 mins came and went, so I said screw them and left. I dont know about you but thats not the best way to handle customers. Just my experience. I wont be doing business with them.

 

----VIVID----

Honestly, I feel your reputation is in the gutter. If you search the forum there is a HANDFUL of people that have complained about your service. After reading what kind of experience Sentry65 had with your guys I have refused to buy anything even through your price was lower on the majority of the stuff. I will pay more money to people that give a FACK.