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I went to Zaino my car for the first time since April (TX weather is not condusive to remaining conscious while waxing a car in the summer) and the ZFX was thick and goopey, not like it was when delivered. I had kept the bottle inside so it was not subjected to the extreme temps (my garage gets to 100+) and it was in the original packaging (inside the 2oz bottle)... well I found this odd so I emailed Zaino last night. This morning I got an email asking me to call, so I did.
I will admit I expected a discussion and a recommendation to purchase more ZFX... NOPE!!!! I was told I may have left the bottle top loose, unlikely but possible, and an offer to send me a new bottle... no complaining on my part, no frustration, just- you bought the bottle in February and I am sending you a new bottle.... what a nice exchange.
In a time where customer service seems to be thrown out the window by most businesses, this company really cares!!! I recommended Zaino to my friends before, but now I won't be able to tell enough people. I am one satisfied customer!
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Joel
My Flickr Site
The proud owner of a 2005 DS/B MCS-JCW...God is my Co-Pilot, but Satan has his foot on the Gas!!!
Half of a two JCW family, I am the fast one!
I had a problem with their ZPC Fusion Earlier this summer. I emailed them and got Sal on the other end. He gave me a phone number to call which I did. I didn't expect it but it was Sal's personal line, and he answered the phone "Sal Zaino", in a thick New York accent. At that point I was shocked. He then told me what I needed to do and said he would send me an email with very detailed directions. Next another unexpected, he asked me how I like the product. I said I loved it. I said that it (Zaino Polish Z2 and Z5) didn't cover scratches as well as NXT but he quickly explained why, and told me to put one coat of NXT on my car, and keep it like that for a week, to enjoy it's splendor. Then wash it. He said you'll find all the scratches have reappeared, then you'll want to use a product like mine that doesn't hide them as well but will stay that way longer. I tried this and he was right, when I asked for customer service I wasn't expecting to talk to the owner!
Mikey
ZAINO Customer Service earns my:
__________________ 2005 MCS, Chili Red/White/Black M7 16%-2%, M7 OCC, double ceramic DFIC, M7 DDM, DT BPV, IK22s, Nologys, RMW Exhaust, JCW Sport Suspension & BBK, HSport Comp Rear Sway, VIP Engine Damper, and lots more 2011 BMW M3 Custom-Order DCT Sedan, Mineral White/Black Loaded, 20" Matte Black ADV.1 10.1s, Active Autowerke Signature Exhaust, Matte Black IND Cosmetic Kit, Macht Schnell Stage 2 Intake, Mineral White Brembos
This is a big reason why Zaino is and stays above the others, it is still basically a one-man company.
The three times I emailed them (never a problem, just questions), I have quickly got a personal reply from Sal himself. I can't imagine the number of dumb questions he has to answer every day, and he happily responds personally each time. Amazing.
I just emailed him last week, because I wanted to ask if he had or considered an affiliate program. I've been pusing his stuff for years on my sites, and it sure would be nice. Despite getting afilliate fees from other places, there is no way I will recommend their waxes. He responded that he does not have one but sincerly thanked me. I just hope the customer service, and the product quality never changes...that is tough to keep up.
Last summer I had a problem, and he knew exactly how to fix it.
I put magnetic bonnet stripes on my Jet Black MINI for just a day...it was hot though, about 95 F outside, and humid, too. The next day I removed the magnetic stripes to the horror of a "white haze" that formed beneath each stripe...so it looked like my MINI had "ghost stripes" on the bonnet. This may sound cool, but it looked like crap!
Unfortunately, no amount of washing and waxing would remove the ghosting haze left behind by the magnetic stripes.
I e-mailed Sal, and he told me to call him. I did. He said "First of all, NEVER put magnets on your car. Second, go out and buy some 3M Swirl Mark Remover for Dark Colors. Use a bit of that on a 100% cotton waxing pad and remove it with a clean one...that should work."
Sure enough, it worked like a charm...removed the ghosting and brought the car back to its pristine Jet Black color. I think it's great that he recommended a product that isn't even his own. He sincerely wants to help, even if it's not about his product.
I was told I may have left the bottle top loose, unlikely but possible, and an offer to send me a new bottle... no complaining on my part, no frustration, just- you bought the bottle in February and I am sending you a new bottle.... what a nice exchange.
