Potential Bilstein Customers Please Read
because I know the OP and he is a very honest individual and not a liar. furthermore, he is a very patient and reasonable person to a fault. He will go out of his way to try to seek a "fair" resolution to an issue. he has told me the story and IMO, there is no reason for Bilstein to not send a new damper while they investigate this further. I'm pretty sure Mact just wants his car back instead of having it linger in the shop.
Let's just make sure no one is making incorrect assumptions here.
Does the OP know 100% for a fact that Bilstein themselves have this shock in their possession right now? Does he know for a fact WHEN they received this shock? Or is he just going on the word of the shop who sold it to him who actually does not deal directly with Bilstein and is going on the word of the warehouse that the coilovers were bought from? See what I mean? Lots of whisper down the lane going on here.
The shop who sold him the part has a warranty role to play here, too. He could have arranged to get another set in the OPs car and reimburse him when the warranty chain was played out. Bilstein, nor any other manufacturer, can be held 100% accountable here when there are that many layers in a single transaction. That's all I'm saying.
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Joined: Jan 2008
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From: South Florida
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Mact -
If I were you I would place all the parts back in the box and send them back certified mail return receipt to the guy you bought them from. I would request either a compete refund or a new set which is not broken . I woild also request a 20 day deadline and mail a copy (certified) to the registered agent of his busness. document everything and retain copies.
If it means contacting your credit card and a small claims attorney .. then so be it. You have probably already done half his job for him.
In the meantime go to a new shop and order whatever parts you like for the car the right way .. with a profesional installer and business.
Good luck.
If I were you I would place all the parts back in the box and send them back certified mail return receipt to the guy you bought them from. I would request either a compete refund or a new set which is not broken . I woild also request a 20 day deadline and mail a copy (certified) to the registered agent of his busness. document everything and retain copies.
If it means contacting your credit card and a small claims attorney .. then so be it. You have probably already done half his job for him.
In the meantime go to a new shop and order whatever parts you like for the car the right way .. with a profesional installer and business.
Good luck.
Last edited by yrralis1; Mar 31, 2010 at 02:12 PM.
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Joined: Oct 2008
Posts: 2,321
From: Fastlane USA
Rep Power: 246
Mact -
If I were you I would place all the parts back in the box and send them back certified mail return receipt to the guy you bought them from. I would request either a compete refund or a new set which is not broken . I woild also place a 20 day deadline and mail a copy (certified) to the resident agent of his busness.
If it means contacting your credit card and a small claims attorney .. then so be it.
In the meantime go to a new shop and order whatever parts you like for the car the right way .. with a profesional insallter and business.
Good luck.
If I were you I would place all the parts back in the box and send them back certified mail return receipt to the guy you bought them from. I would request either a compete refund or a new set which is not broken . I woild also place a 20 day deadline and mail a copy (certified) to the resident agent of his busness.
If it means contacting your credit card and a small claims attorney .. then so be it.
In the meantime go to a new shop and order whatever parts you like for the car the right way .. with a profesional insallter and business.
Good luck.
Registered User
Joined: Oct 2008
Posts: 2,321
From: Fastlane USA
Rep Power: 246
Well, as an authorized Warehouse Dealer for them, I do have a vested interest in not seeing their brand tarnished, but I can also sympathize with them as a manufacturer ourselves.
Ultimately, dkbrent's situation was not at all related to a Bilstein manufacturing or design defect. That being said, they had every right to invoke their written warranty and end the transaction right there. And if they had done that, the end user *really* does not have the right to bash them, no matter how emotionally unsettled the whole experience may have been to them. Written warranties are there to set expectations, and Bilstein followed it the letter of the law.
Yet, they went beyond what they had to do, and decided after some discussions to do a good will gesture for the client.
No matter how upset the client may have been, it is only fair for the client to place blame where blame was due, and not to throw everyone involved under the bus, don't you agree?
When a company does something wrong, they deserve to take the heat. But what did Bilstein really do "wrong" here?
Ultimately, dkbrent's situation was not at all related to a Bilstein manufacturing or design defect. That being said, they had every right to invoke their written warranty and end the transaction right there. And if they had done that, the end user *really* does not have the right to bash them, no matter how emotionally unsettled the whole experience may have been to them. Written warranties are there to set expectations, and Bilstein followed it the letter of the law.
Yet, they went beyond what they had to do, and decided after some discussions to do a good will gesture for the client.
No matter how upset the client may have been, it is only fair for the client to place blame where blame was due, and not to throw everyone involved under the bus, don't you agree?
When a company does something wrong, they deserve to take the heat. But what did Bilstein really do "wrong" here?
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Joined: Dec 2007
Posts: 1,617
From: Orange County Socal
Rep Power: 159
Well, as an authorized Warehouse Dealer for them, I do have a vested interest in not seeing their brand tarnished, but I can also sympathize with them as a manufacturer ourselves.
Ultimately, dkbrent's situation was not at all related to a Bilstein manufacturing or design defect. That being said, they had every right to invoke their written warranty and end the transaction right there. And if they had done that, the end user *really* does not have the right to bash them, no matter how emotionally unsettled the whole experience may have been to them. Written warranties are there to set expectations, and Bilstein followed it the letter of the law.
Yet, they went beyond what they had to do, and decided after some discussions to do a good will gesture for the client.
No matter how upset the client may have been, it is only fair for the client to place blame where blame was due, and not to throw everyone involved under the bus, don't you agree?
When a company does something wrong, they deserve to take the heat. But what did Bilstein really do "wrong" here?
Ultimately, dkbrent's situation was not at all related to a Bilstein manufacturing or design defect. That being said, they had every right to invoke their written warranty and end the transaction right there. And if they had done that, the end user *really* does not have the right to bash them, no matter how emotionally unsettled the whole experience may have been to them. Written warranties are there to set expectations, and Bilstein followed it the letter of the law.
Yet, they went beyond what they had to do, and decided after some discussions to do a good will gesture for the client.
No matter how upset the client may have been, it is only fair for the client to place blame where blame was due, and not to throw everyone involved under the bus, don't you agree?
When a company does something wrong, they deserve to take the heat. But what did Bilstein really do "wrong" here?
I don't balme you for defending the product you sell. I totally understand your position. But see, it's not what Bilstein did, it's what they didn't do quickly. You are right, they could have told him to "pound sand" and invoke their written warranty. Would that have been a good business move? Really? Over a damper? Is it worth all the bad publicity and a really upset client over a damper? Just like in this case, is it worth it over a faulty wire? How much does that cost to replace? How long does it really take? I know you don't do that with your clients.. Bilstein followed it to the letter of the law? Seriously, if all companies only followed everything to the letter of the law, customer service would no longer have a place in the English language..
In my years in running a business, I have found that it's not always the end result that is important. It is the way in which you get to the end result that really leaves an impression. These are just my opnions Todd. Please don't take it as an attack on you or your company.
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From: 916
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Not to step on anyone toes but why didn't you have the shipper just file a claim with the shipping company (ups, fedex) that caused the damaged? It doesn't seem likely the shocks left the factory with the broken wire and if you are stating the installer didn't do it then it must have been banged up in transit and UPS/Fedex would have just paid for the damage item...
I also just ran into a problem with Bilstein (drop links broke) and the company I purchased from is out of business now but after calling Justin at Bilstein and sending him pics of my install and the #'s on my drop link he shipped me a new set under warranty and didn't even have to provide proof of purchase or anything. I'm not saying that it would be that easy with the issues you guys are having but I think either you need to have the shipper file a claim with the shipping company or have the vendor that sold you them take care of the matter and let them deal with whoever it is they got it from. Your purchase was with them, not SFF or Bilstein...
I also just ran into a problem with Bilstein (drop links broke) and the company I purchased from is out of business now but after calling Justin at Bilstein and sending him pics of my install and the #'s on my drop link he shipped me a new set under warranty and didn't even have to provide proof of purchase or anything. I'm not saying that it would be that easy with the issues you guys are having but I think either you need to have the shipper file a claim with the shipping company or have the vendor that sold you them take care of the matter and let them deal with whoever it is they got it from. Your purchase was with them, not SFF or Bilstein...
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Joined: Feb 2009
Posts: 425
From: Hermosa Beach
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+1
most companies with good customer service will bend over backwards to make you happy and sort it out later. a good case in point is Costco, you buy something you don't like it, it breaks, whatever. you get your money back quickly. Bilstein clearly did not do that drkbrent and it does not appear that they are doing it with mact....
when there are repeated events, it begins to look like a pattern and not random, jmho
most companies with good customer service will bend over backwards to make you happy and sort it out later. a good case in point is Costco, you buy something you don't like it, it breaks, whatever. you get your money back quickly. Bilstein clearly did not do that drkbrent and it does not appear that they are doing it with mact....
when there are repeated events, it begins to look like a pattern and not random, jmho
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Joined: Sep 2008
Posts: 174
From: Toronto
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I bought a set of these directly from A.W.E and was going to install them myself.
Later I decided to let Pffaff Tuning handle the install.
Pfaff unpacked the box and reported that one of the shocks had a broken connector, likely shipping damage. I could easily have been stuck with this problem as I did not buy from Pfaff... BUT! Here's what happened. Pfaff called A.W.E on my behalf, reported the damage and A.W.E. contacted Bilstein.
A.W.E. sent a new shock to Pfaff no cost to me and took care of the whole problem.
I am delighted with A.W.E, Pfaff and Bilstein. I would and will buy from A.W.E. and Bilstein again.
Bob Grant
Later I decided to let Pffaff Tuning handle the install.
Pfaff unpacked the box and reported that one of the shocks had a broken connector, likely shipping damage. I could easily have been stuck with this problem as I did not buy from Pfaff... BUT! Here's what happened. Pfaff called A.W.E on my behalf, reported the damage and A.W.E. contacted Bilstein.
A.W.E. sent a new shock to Pfaff no cost to me and took care of the whole problem.
I am delighted with A.W.E, Pfaff and Bilstein. I would and will buy from A.W.E. and Bilstein again.
Bob Grant
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+1 about AWE. I've never personally purchased anything from AWE before but had called them for quote on the Bilstein when I was shopping around and was told point blank on the phone that they do not have the best prices if I am shopping around but they will stand behind the product if there are any issues. Lucky for me so far I only have a minor issue and Bilstein is still taking care of it, but I think the company you bought these from needs to come fourth on this one.
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Joined: Jan 2008
Posts: 9,108
From: South Florida
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Not to step on anyone toes but why didn't you have the shipper just file a claim with the shipping company (ups, fedex) that caused the damaged? It doesn't seem likely the shocks left the factory with the broken wire and if you are stating the installer didn't do it then it must have been banged up in transit and UPS/Fedex would have just paid for the damage item...
However .. there's also this new breed of mediocre business (or even indivduals) comprised of movers and shakers who buy part A from person B and sell it to person C who could care less if the part is new or used or broken or working . All they care about is making money because in their eyes you are nothing more than a spoiled , rich, whining , cash cow . They think you have no street savy. They think they are above you in one aspect yet depend on you like a parasite in another. They think you can't figure them out. I imagine them to be are in their 20's and still live at home with their grandmother cooking dinner for them.
So what do you do? You tell them NO!!!!!!!!!!! You place them on your ignore list and deal with the respectable businesses .
Thread Starter
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Joined: Oct 2009
Posts: 176
From: Portland
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1. It is "likely" this matter is resolved....the vendor I bought from originally is stepping up and refunding my credit card 1/4 of the original charge...he is doing this on his own dime as SFF and Bilstein DID NOT come through....this is what proper customer service is about! I will buy from him again without hesitation.
2. When AWE cont's to claim there are "too many cooks in the kitchen" to fully understand my situation I disagree...there is ONLY 1 additional layer in my situation versus a person who buys from AWE...so the "many layers" argument doesnt hold water. The person who has talked with Bilstein many many times IS an authorized dealer so it shouldnt matter to Bilstein who I bought it from since they are conversing directly with an authorized seller.
3. while most seem to agree that Bilstein should not hide behind red tape and the fine print, some continue to think because a person didnt buy from a authorized seller directly that a warranty should be null and void...I disagree...a manufactorer should stand behind their product unless there has been clear abuse by purchaser or installer...if only the people who bought from authorized dealers should be able to have a enforceable warranty, should there even be re-sellers?...shouldnt this be illegal?...and you have to remember, I was told I was buying from a authorized dealer initially, but even if I wasnt told this, SSF is an authorized dealer and SFF was told "no" yesterday regarding warranty coverage even though they said yes last week. The only way Bilstein comes out clean in my eyes is if SSF was totally lying to me the whole time but why would they do that?...we all have nothing better to do but make up stories???
4. I am so tired of threads where the customer gets blamed directly or indirectly for some mishap that wasnt his/her fault...look at the big picture, do you really think I cut the PASM wire? If not, shouldnt somebody pay for a replacement?..this is what it ultimately comes down to, simple as that.
And to all the people who have had great experiences with Bilstein and AWE by all means keep using them(not being facetious either)...Im happy for ya, I wasnt so lucky..my only point with this thread is that not all people have great experiences with Bilstein. I still stand by the notion that I will never ever buy a Bilstein product again, its my choice...Im willing to give up my PASM feature in the future if I can go with a non-Bilstein product...wanna know the ironic thing about this whole thing, if Mike at AWE would have just answered the dang phone when I called twice he WOULD have had a sale because I called him first!...
.
When I buy anything in the future, I will definitely do my DD, but I like Yrralis's method of just having my installer buy the product for me start to finish and let him deal with the headaches if something arises.
My damper I independently ordered yesterday will arrive by Friday am...I should have my car by Monday...by then it would have been in the installers shop 2.5 wks...its ok, lesson learned.
2. When AWE cont's to claim there are "too many cooks in the kitchen" to fully understand my situation I disagree...there is ONLY 1 additional layer in my situation versus a person who buys from AWE...so the "many layers" argument doesnt hold water. The person who has talked with Bilstein many many times IS an authorized dealer so it shouldnt matter to Bilstein who I bought it from since they are conversing directly with an authorized seller.
3. while most seem to agree that Bilstein should not hide behind red tape and the fine print, some continue to think because a person didnt buy from a authorized seller directly that a warranty should be null and void...I disagree...a manufactorer should stand behind their product unless there has been clear abuse by purchaser or installer...if only the people who bought from authorized dealers should be able to have a enforceable warranty, should there even be re-sellers?...shouldnt this be illegal?...and you have to remember, I was told I was buying from a authorized dealer initially, but even if I wasnt told this, SSF is an authorized dealer and SFF was told "no" yesterday regarding warranty coverage even though they said yes last week. The only way Bilstein comes out clean in my eyes is if SSF was totally lying to me the whole time but why would they do that?...we all have nothing better to do but make up stories???
4. I am so tired of threads where the customer gets blamed directly or indirectly for some mishap that wasnt his/her fault...look at the big picture, do you really think I cut the PASM wire? If not, shouldnt somebody pay for a replacement?..this is what it ultimately comes down to, simple as that.
And to all the people who have had great experiences with Bilstein and AWE by all means keep using them(not being facetious either)...Im happy for ya, I wasnt so lucky..my only point with this thread is that not all people have great experiences with Bilstein. I still stand by the notion that I will never ever buy a Bilstein product again, its my choice...Im willing to give up my PASM feature in the future if I can go with a non-Bilstein product...wanna know the ironic thing about this whole thing, if Mike at AWE would have just answered the dang phone when I called twice he WOULD have had a sale because I called him first!...
.When I buy anything in the future, I will definitely do my DD, but I like Yrralis's method of just having my installer buy the product for me start to finish and let him deal with the headaches if something arises.
My damper I independently ordered yesterday will arrive by Friday am...I should have my car by Monday...by then it would have been in the installers shop 2.5 wks...its ok, lesson learned.
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Joined: Feb 2009
Posts: 425
From: Hermosa Beach
Rep Power: 43
next time I'm buying from my local reseller and having them do all the work.
Larry is right, there's no point in trying to save a couple of bucks. if something goes wrong, then there is only one person to blame. i consider this to be a valuable lesson that i didn't have to pay for
Larry is right, there's no point in trying to save a couple of bucks. if something goes wrong, then there is only one person to blame. i consider this to be a valuable lesson that i didn't have to pay for
