Appalling service from thyssenkrupp Bilstein UK
 

Beware if you’re wanting to refurbish dampers via Bilstein UK.

Last year I sent one RB320 damper to be powdercoated and rebuilt, and was promised a turnaround time of 3-4 weeks.

It was so long ago that I’ve forgotten exactly when, but was around September I think.

I have still not received my rebuilt damper despite repeated telephone and email chasers, most of which were ignored until I finally received a reply from 3 Apr promising that the damper would be sent the next day. I am forced to have to chase once again - following which I'll have to resort to small claims.

A shame as Bilstein make good products and I have another full set of RB320 suspension that I was hoping to refurbish, but I will not deal again with a company that has such little regard for customers.

wow, pretty shocked by that

Shocking service

I would of coiledover to the office and see what was goin going on

I had mine B14 rebuild from them, took a week there and back, so very good service from them. wonder why took so long for yours :wonder:

If you want to get a company moving, forget email, use Facebook. Message them or make a public post.

Like Groundhog Day I seem to be locked into a pattern:

On 5/15/17, Bilstein wrote:
> This is worrying, as far as I was aware these had been delivered.
>
> I will do some digging and if it comes up blank I will arrange for a new
> unit to be sent over to you.


Chased on Wednesday 17th, no reply. Today I have contacted the GM of the Bilstein UK technical centre with a plea for help.


I am pretty patient and not a complainer by nature, but this doesn't sort it then I will devote considerable energy to making sure other prospective customers are aware of my experience...

On 5/23/17, Bilstein wrote:

>
> Many apologies for the time and difficulty we have had resolving this. I
> have just spoken to xxx, and we have a strut-case currently away at our
> coaters - we are expecting this back by the end of this week. If it arrives
> here early enough the strut can be built up and dispatched to you by Friday.
> Failing that it will be very early next week.
>
> Most of the problem here is that these parts are pretty much obsolete and
> very hard to find in reasonable condition. Also there are so many iterations
> which all look quite similar but actually have subtle differences that
> render them incompatible. Anyhow, that's not really a particularly good
> excuse I guess, and we will make sure the work is completed promptly now.
> Again - our sincere apologies.
>
> Best Regards / Mit freundlichen Grüßen,

> General Manager

My damper finally arrived following the escalation. Moral of the story: if you're having problems, kick it up to the boss.