Bilstein ghosting me on warranty. Buyer beware, get your parts from a big retailer.

[Epsilon Plus]

Long story short, I bought a set of B5100 shocks from an Amazon retailer. One of them started leaking not soon after (they did come all new). Bilstein page says

 

Quote

 

How to file warranty claim

Please read our BILSTEIN Warranty Promise and follow the steps outlined below to ensure that your warranty claim is resolved as quickly and easily as possible.

Step 1: Please first contact the original place of purchase (distributor of BILSTEIN products) where you purchased your shocks. Distributors are responsible for handling all product warranty claims. If your distributor is no longer in business, then continue to step 2 below.

IMPORTANT! You must be the original purchaser of shocks and have proof of purchase to be considered for a warranty claim. The BILSTEIN Limited Lifetime Warranty is non-transferrable.

Step 2: Contact Bilstein Warranty Team at [email protected]  to verify warrantability of your shocks and obtain Warranty Evaluation Form.

IMPORTANT! Please DO NOT send in your shock absorbers without first contacting our Warranty Team and obtaining a Warranty Evaluation Form. This must be included with your shock absorbers for us to complete the service.

Step 3: Complete Warranty Evaluation Form provided by BILSTEIN Warranty Support Team.

Step 4: Ship your shocks, proof of purchase, AND Warranty Evaluation Form to BILSTEIN Warranty Department using the provided address label at the bottom of the form. We suggest using a shipping method that can provide a tracking number and demonstrate proof of delivery. We also recommend requesting a signature requirement when shipping in the product. Bilstein does not accept responsibility for missing or damaged packages. We do not accept cash-on-delivery (COD) transactions. Please do not send shocks in with loaded springs. If your shocks are leaking, please do not clean them off. Place them in a plastic bag to prevent oil from seeping into the box

 

 

So, I contact the distributor through the only means I could find (phone, red flag no email). They said just contact Bilstein and take it up with them. I send Bilstein an invoice and picture and a story and the guy just quotes the above warranty spiel and says take it up with the distributor. I respond twice that I did and I'm basically jumping to step 2 since they aren't handling it and am now being ghosted.

 

EDIT:

 

Ended up contacting the vendor through the Amazon chat thing. After paying half as much as a new shock there and back, they facilitated the warranty through the still non-respondent Bilstein. Glad it's over now, but this surely would have been easier dealing with Summit Racing vs Joe Bob's Amazon Parts Emporium.

 

Cheers.

Edited December 2, 2023 by Epsilon Plus

[Another JR]

Contest the credit card charges if it’s not too late. 
 

Also, doesn’t Amazon have support for dealing with problems with sellers?

Edited October 28, 2023 by Another JR

[64BAwagon]

Amazon is a joke as far as help goes. The only way to get their attention is to contest the charge. Its the only thing that brought them out of hiding for me. 

[Jettech1]

This surprises me a bit.  We have never had a problem returning or getting help with faulty items from Amazon.  My wife has called their customer service several times in the past and was always pleased with their help and response time.  It must depend on who you get in touch with.

[dal1980]

Regardless of the length of time, call your credit card company and contest the charge.  They will begin an investigation and usually refund your money even if the retailer ghosts them.  I had to do this with a dive shop in Belize earlier this year.  I had my money refunded in 24 hours, and then they lit up the shop for their refund.  Not a guarantee, but the credit card companies have a lot more clout to rattle cages.