Earlier this year, I purchased a Zeitronix ZT2 unit w/display from Buschur Racing. The item was drop shipped from Zeitronix. When I received the order, I noticed they sent a ZT3 instead of a ZT2.

Here is Jarrod's initial email to Zeitronix in regards to the matter. Notice how he tells them what he expects to happen to ensure that the customer (me) is taken care of-

"To whom it may concern:

> Attached you will find a drop ship purchase order. The customer has

> received a shipment from you, however... A ZT-3 was sent from you and not

> a

> ZT-2. This was for a rush job being worked on by my client.

>

> I ask that you please handle this immediately by overnighting him the

> right

> item so it can be finished, along with a call tag for the other items

> return

> to you. I assume no charges will be incured on my end as this was not a

> result of an error with Buschur Racing.

>

> Please confirm that this is whats going to be done so I can let my client

> know that its handled. If you need to speak with me concerning this please

> give me a call here at the shop. I am here until 5pm EST.

>

> Thank you for your attention to this matter and handling it immediately.

>

> Take care,

> Jarrod Barnett

> Buschur Racing Inc."


This is Zeitronix's inital reply


"Hi,

We will ship him the Zt-2 pieces to complete the kit today. However we need

a refundable deposit to make sure the ZT-3 comes back to us.

Do you want us to put deposit down on your account? Otherwise please send

customer our way"



Jarrod's reply-


"Thank you for the prompt response.

Will the parts be overnighted to him at no charge to either of us as I requested?

No I do not want the deposit on our account. I do not see why Buschur Racing or Travis should have to put money up to correct an issue that neither of us had a part of. If a call tag is issued as I requested below, then that is guaranteed the parts will come back. I will vouch for the client that I know he will send the items back as they were received.

Yes that address is correct.

I have CC’d Travis in on this so he can see what is being discussed as hes in a hurry to get this resolved.

Waiting for your response."


Zeitronix reply-


"We apologize for a mistake.



It was originally ground shipping and a replacement goes ground at our cost.



We need to make sure the Zt-3 comes back so there is a refundable $90 deposit required. We will also send customer prepaid shipping label.



In this case please have your customer contact us for deposit needs.



Yes, we would like to resolved it today"


Jarrod's responses-

"Whom do I have the please of discussing this matter with? Unless this is the owner, Im sure there is someone there of more seniority who can make this happen the way it SHOULD be and not the way it is.

The apology is accepted, screw ups happen all the time. However… the way its being handled in order to be corrected in my eyes though isn’t meeting my standards of customer service. The customer will NOT be paying the deposit, it is not his responsibility. I guess if it has to be done then it can be put on our card and that is all. That amount is also expected to be fully refunded. I have also CC’d the Buschur Racing president in on this as well as I know he will be asking me what the $90 charge on our account is for.

The CORRECT way… this should be done is to get the CORRECT parts, out to the customer TODAY, OVERNIGHT. This project they are working on, could have been done YESTERDAY if the correct parts were sent the first time. I realize that ground shipping is all of $12 or $15, that was paid for the first time by us. I also realize overnight will be probably $40-$50… this is how it should be handled to fix Zeitronix’ screw up. Not how the original shipping was. He had a deadline, it was ordered in time to meet his deadline. NOW… due to Zeitronix screw up that will not be met. Being in this industry I know how car guys are, I know there are deadlines and I KNOW how to handle customers in the case of a screw up on my end so they are happy and will come back. I have overnighted things to fix issues numerous times because we screwed up… to the point of where we lost money but still were in good standing and had returning customers. Being a vendor of mine that I recommend to my clients for components I expect issues to be handled in the same fashion if they screw up. Im sure the extra $30-$40 or whatever overnight shipping is isnt going to make Zeitronix go belly up.

You make it sound like we should be grateful you’re paying the ground shipping for the right part to be sent and also the return shipping of the incorrect part to be returned to you.

We have been doing a decent amount of business with Zeitronix lately, I would hate for a hiccup like this to screw that up.

If this email or situation is becoming a problem please feel free to call me at the shop so we can discuss things… or better yet have the manager or whomever is in charge contact me. 440-839-1900"


"At Travis’s request and on his behalf… 2 day air is acceptable so he has it by Friday.



PLEASE GET THE CORRECT PARTS SENT TODAY.



Please charge the Buschur Racing card on file for the $90 deposit"


Need I say more? I'm proud to support David and the crew over at Buschur Racing.

 

wow! he sure went to bat for you! i have only ordered a few things from buschur, but they have all been great transactions.

 

This always make one know that they are dealing with a GREAT STAND OUT SHOP!!

I have a rather huge order going through with Buschur right now and have to say, they are a great pleasure to deal with so far!! Nothing but quality information, feedback, service, and products from Buschur racing!! I am so glad I chose Buschur to do my build!! Jarrod, Nick and even David himself has been a HUGE help to ensure my wants and needs are met They have been patient with me, and in the end ensured our business together has begun smoothly and is going through flawlessly!! I highly reccommend Buschur racing!! Big thanks again to Jarrod, Nick and David!!

May out future together continue on the path on which it begun

BUSCHUR POWER

Chris

 

Thanks everyone. Nick and Jarrod try their best, nearly, at all times. I fall short a lot with my short fuse but that's what I have them for! I appreciate the post and the remarks.

We ALL appreciate the support and your business.

 

sounds like me. im better with machines than people, thats why i dont do retail and fix things for a living. its almost impossible to be good at both. that being said, anytime i call, i get a strait answer in no time, no b.s. no sales pitch, just good information and fast service.

 

Yes, we screwed up and drop shipped you the Zt-3 instead of Zt-2.
We also responded to your inquiry within minutes, apologized for an inconvenience and took this matter seriously. Yes, we originally planned to ship you a replacement same business day UPS ground. In this love triangle, drop ship world it's sometimes hard to finger out things. Jarrod highlighted urgency and we shipped you correct parts UPS 2 day and a return UPS label so this is all at no cost to you. You got parts on Friday and you promptly shipped back the Zt-3 using our UPS label.

 

Thanks for your cooperation in the matter. The unit works excellent, as does my Ethanol Content Sensor

 

Thank you Travis, glad to help and that it all worked out. Just doing my job.

 

Sorry, I was afraid you'd take offense to the post Travis started. I don't think his point and certainly not ours is to bad mouth you guys at all. You have great products and it all worked out. It was a mistake and I think Travis's point was just that Jarrod went to bat for him and got it all straightened out for him, that's all.

 

Dave, Jarrod did a great job coordinating the love triangle, no doubt about it. For our defense, I cannot recall a last time we shipped a wrong piece. We have several checks in place to avoid this.

 

That is some great service

 

nice work Jarrod

 

I order parts from BR all the time and receive great customer service and fast responses by both Jarrod and Nick.. keep up the good work guys.

have also dealt with David directly as well and received very good customer support.

 

I'd say both companies handled this very well.

 

Agreed!! Everyone ended up happy without bloodshed, or names being dragged through the dirt.
for Buschur Racing, and for Zeitronix.