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Old 04-28-2009, 07:43 PM   #21
Solidjake
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Are you serious? Bavauto said that crap to you? I can't believe that. I've had excellent service from them.

Good luck getting it sorted out
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Old 04-28-2009, 07:43 PM   #22
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Me too... then I had an issue, which in my book is when companies have the opportunity to show their true colors..

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Originally Posted by n2Bimmer View Post
Thats sucks, Ive used Bavauto multiple times and never had an issue.
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Old 04-29-2009, 12:38 AM   #23
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Originally Posted by Kanaljen View Post
Me too... then I had an issue, which in my book is when companies have the opportunity to show their true colors..
Werd!!!!!
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Old 04-29-2009, 12:44 AM   #24
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Originally Posted by Kanaljen View Post
Me too... then I had an issue, which in my book is when companies have the opportunity to show their true colors..
fyi - i just emailed their CS and told them that they are getting a bad name by being such a holes and that crap like this would affect my buying decisions in the future, so they better get with it and make things right. I know you allready handled it on your end, but i think that they should make ammends with you.
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Old 04-29-2009, 01:03 AM   #25
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Appreciate the support!

Actually, after all is settled and done, I will actually spend a few more minutes with them, just to explain how incredibly bad their CS was when I had this issue. Maybe someone will listen and make things better for future buyers.
Not too hopeful though, given that I spoke to three different people, one being a manager, and got the same response/treatment. Still waiting for someone to scream "you've got punked!!!!"

But, there are lots of vendors out there and the last thing I will do is encourage their behaviour by spending another dime on them!


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fyi - i just emailed their CS and told them that they are getting a bad name by being such a holes and that crap like this would affect my buying decisions in the future, so they better get with it and make things right. I know you allready handled it on your end, but i think that they should make ammends with you.
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Old 04-29-2009, 09:25 AM   #26
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I used to call BavAuto all the time when i was 18 and they always helped me out, even with the dumbest of dumb questions.

That was almost ten years ago though. Times have changed.
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Old 04-29-2009, 11:05 AM   #27
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Hearing stories like yours from a company like BavAuto is more than enough to make me stay away from even ordering a touch up pen from them.
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Old 04-29-2009, 11:32 AM   #28
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I lost much respect for Bavauto after ordering the 3/8 drive allen wrench set for the trans and diff redline fluid, receiving it, getting the car in the air for the job, getting under it and only than finding out that the size I need for an '05 6spd manual is not provided in the set. Only 1 of the 3 were used (the diff size). Talk about pissed off, $45 for the tools that their catalog says I need to do the job correctly and I am unable to do the trans service?
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Old 04-29-2009, 11:48 AM   #29
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should have gone with TMS!
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Old 04-29-2009, 01:26 PM   #30
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Then, imagine if you experience the followinging when you try to return it for a full refund (per their 100% satisfaction).

- "Hey, I have this issue with a kit I just bought from you, this is what's going on...

BA: "Ok.."

- "Uuuh, yeah.. so I want to return it and I'm also curious why the set is not complete.."

BA: "It's complete"

- "What?"

BA: "The set works, you probably used the wrong size"

- "Ugh.. (hard to find words..), I'm sure I know which size I need, I tried each one provided in your kit, and it ain't there.

BA: "Ok"

- "Ok??"

BA: Silence...

- Hello, are you there? do you understand what I'm telling you??

BA: "Yes... silence"

- Wtf, let me talk to your manager instead!

- BA: "Suuuuure"

- BA: Hello. (manager)

- Start from the top again!



I'm serious, it was SO bad, with three different people, that I'm not even trying to be funny.. it just is! Poor, poor people.. Racked up to lessons learned.


Quote:
Originally Posted by 330I6SPD View Post
I lost much respect for Bavauto after ordering the 3/8 drive allen wrench set for the trans and diff redline fluid, receiving it, getting the car in the air for the job, getting under it and only than finding out that the size I need for an '05 6spd manual is not provided in the set. Only 1 of the 3 were used (the diff size). Talk about pissed off, $45 for the tools that their catalog says I need to do the job correctly and I am unable to do the trans service?
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Old 04-29-2009, 05:24 PM   #31
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Alright, full circle, just wanted to post what's really an answer to my initial Q "is my shock faulty?"

Bilstein tested it, verified that it didn't work correctly, took it apart and found an o-ring that was bad or installed incorrectly at the factory.

They fixed it, tested it again, and rushed it to me free of charge!

Again, for you who are on the fence between brands of shocks/coilovers, Bilstein gets my nod as they proved to me (when they could have sent me back to the place I bought them from) that they are behind their product and willing to go far behind expectations to get/retatin a happy customer!

I DID call BavAuto back.. I just told the manager that "yes, the shock had to be repaired, Bilstein took care of me, looking forward to get them installed".

Response "Ok, I'm glad that we could get that taken care off for you".

I actually laughed a bit and responded that I took care of it, I was essentially forced to go to the manufacturer of the part I bought from BavAuto just to get things fixed, which is ridiculous, especially given all the promised around warranty and 100% satisfaction"

Response: "Well, I'm glad that we found the quickest way"

Me: "No we didn't, the fastest way would have been if the first guy (Jared, who has YET to respond to my e-mails and calls) I tried to get help from actually responded to my calls and e-mail and shown some remote sliver of willingness"

Response "Well..

Me cutting him off "Anyway, I have it fixed, I look forward to get them on my car"

"Thank you for calling me back.. ..

"You're welcome"

Click.
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Old 04-29-2009, 07:52 PM   #32
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Quote:
Originally Posted by wdeerfield View Post
should have gone with TMS!
+1 TMS

Glad you got your coilover fixed and that you get to do your replace finally.
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Old 04-29-2009, 08:49 PM   #33
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Quote:
Originally Posted by Kanaljen View Post
Alright, full circle, just wanted to post what's really an answer to my initial Q "is my shock faulty?"

Bilstein tested it, verified that it didn't work correctly, took it apart and found an o-ring that was bad or installed incorrectly at the factory.

They fixed it, tested it again, and rushed it to me free of charge!

Again, for you who are on the fence between brands of shocks/coilovers, Bilstein gets my nod as they proved to me (when they could have sent me back to the place I bought them from) that they are behind their product and willing to go far behind expectations to get/retatin a happy customer!

I DID call BavAuto back.. I just told the manager that "yes, the shock had to be repaired, Bilstein took care of me, looking forward to get them installed".

Response "Ok, I'm glad that we could get that taken care off for you".

I actually laughed a bit and responded that I took care of it, I was essentially forced to go to the manufacturer of the part I bought from BavAuto just to get things fixed, which is ridiculous, especially given all the promised around warranty and 100% satisfaction"

Response: "Well, I'm glad that we found the quickest way"

Me: "No we didn't, the fastest way would have been if the first guy (Jared, who has YET to respond to my e-mails and calls) I tried to get help from actually responded to my calls and e-mail and shown some remote sliver of willingness"

Response "Well..

Me cutting him off "Anyway, I have it fixed, I look forward to get them on my car"

"Thank you for calling me back.. ..

"You're welcome"

Click.
Glad to hear you've been taken care of. Bilstein's westcoast HQ is really close to you. Their in Poway, which is just outside north of San Diego. If you ever have any problem with their shocks agian, it a lot faster to just call them direct and give them a visit.
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Old 04-29-2009, 08:57 PM   #34
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i didnt read, but i THINK you have this all done with. im procrastinating with my work so i dont wanna read the whole context of the conversations with bilstein. IF you didn't get it settled, give it back, and i can hook you up.


how much did you pay?
i have a contact that sells PSS10's for 1450 and probably cheaper shipping. Pm me if you want to return to bav auto and purchase from these guys...they are the best OEM/aftermarket retailer i've EVER dealt with and i know them all personally.

i just got Pss10's from them a month ago, couldn't be ANY happier
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Old 04-30-2009, 12:59 PM   #35
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Thanks for the offer but Bilstein said they found the issue, repaired the shock and it should arrive today!

Wish I new before making the mistake to buy from BavAuto.. as they refused to help me!
I should have researched the level of CS before my purchase.. lots of people with the same experience as I once they have an issues, question, return, or whatever...

Quote:
Originally Posted by Fatal Flash View Post
i didnt read, but i THINK you have this all done with. im procrastinating with my work so i dont wanna read the whole context of the conversations with bilstein. IF you didn't get it settled, give it back, and i can hook you up.


how much did you pay?
i have a contact that sells PSS10's for 1450 and probably cheaper shipping. Pm me if you want to return to bav auto and purchase from these guys...they are the best OEM/aftermarket retailer i've EVER dealt with and i know them all personally.

i just got Pss10's from them a month ago, couldn't be ANY happier
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Old 05-03-2009, 06:01 PM   #36
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Ok, all four corners done with the pss10!

Installation:
Much easier than I thought.. got a little confused after I saw some parts in the BMW maintenance book but not included in the kit and not on my car.. Later realized (after actually reading..) that is was for a "rough road" package/xi"... Now looking back, it was VERY easy and straight forward! Can't say how long it took, since I did do lots of other checking, lubing, trimming (those UUC sways no longer have that super sharp edge that can score the drive axels when you jack up the car..). If I would do it again, I would say 45min-1 hour per corner.

Feeling
Very nice!! I was affraid of a bouncy or rough ride.. Not so much.. With setting of 4 front, 3 rear (1 being softest), it rides better than stock! A little stiffer, but with a nice blend of solid'nes and even some feeling of softness up to a point.. Eats up small bumps in the road nicely.. definietly not bouncy, just solid firm and roubus feel!

When I crank it to 10 all around, you can definitely tell the difference, the car gets very stiff.. can imagine that it would be great on the track but around time, it's a bit too bouncy/stiff..

Height:
I have it set to 4 turns from lowest in the front and some of the tire (235/40/18) is hidden. In the rear, I have it set to 3 or 4 turns from lowest, and the 265/35/18s are just a bit under the fender as well. I think I will lower it bit more in the rear to lessen the "raked" look. So maybe 4 turns from lowest front, and 2 from lowest rear, will be perfect.

If you want to really slam it with the pss10, I think you can def do that! Actually, you can even remove one adjustment ring in the front and the (only) adjustment ring in the rear and the car would be super low... estimating that ALL of the sidewall would be under the fender this way.. which is way too much imo..

I'll drive it for a week or two to let things settle.. then take it to the shop for an alignment (we'll see if I need adjustable ctrl arms in the rear...)

All in all, VERY happy with the pss10, actually better road feel than I thought it would be! And, of course, very happy that I didn't let BAVAUTO sucker me into not taking care of the faulty shock.. def glad that I took it to Bilstein myself so they could verify and repair the fault shock after realizing that BAVAUTO simply would not stand behind their product sold!

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Last edited by Kanaljen; 05-03-2009 at 06:07 PM.
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Old 05-03-2009, 08:22 PM   #37
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First, thanks for supporting words and good suggestions!

After another day of no response from the sales rep (after 2 calls and 2 e-mails) and only being verbally raped by a CS rep (Bob) and the manager (Dan, who was better but also answers my thoughts around what type of manager would let this crap fly; you'll get details and reasoning below), I feel I have given the company a chance to stand behind the products they sell and the boilerplate "100% satisfaction guaranteed" BS the use to lure buyers to their company.

I bought my pss10 kit from Bavarian Auto, thinking I dealt with a reputable and professional company.
http://www.bavauto.com/

I have bought a lot of stuff off Internet and regular vendor alike and I have NEVER experience such a poor approach and response to an issue!!

My last conversation with the manager (of CS I assume), lead to ME driving to visit with Bilstein themselves!

Here is why they fell short imo:
- No response to several e-mails and calls to the sales rep (last e-mail ended in "if you have questions about the shocks, contact Bilstein", - "my CS rep might call you to discuss further"

- Completely ridiculed and verbally abused by an arrogant CS rep when I called to ask how to handle the situation. I can not exaggerate the level of incompetency and complete unwillingness to do anything to help, if I tried!

- Met by a manger who missed the opportunity to set things right but instead felt the best approach was to reiterat the BS already provided in a very unprofessional, aggressive and demeaning manner. This conversation ended in me driving to the Bilstein factory myself in attempt to get this resolved.

Here is what I have experienced from other vendors/my expectations
Me: "I think one shock is bad, your thoughts, what should we do?"

Another vendor: "I am so sorry to hear that you have issues, it certainly sounds like there is a chance that you have a faulty shock, only testing will tell us for certain, but you should not have to deal with that, I have already sent you a new one, with a return label! Again, sorry to hear about your issue, don't hesitate to call me personally if you have any questions!"

What surprised me more than anything is that the culture at BavAuto seems to create this situation. We have all been there, dealing with a person that should have the job he/she's having... but three different employees, at different positions and levels, and they all seem to work there only to undermine the company's success and reputation?? What's the odds?

Also, it begs the question, even/especially for everyone who have had a great experience when dealing with BavAuto: How will they respond to an issues in the future? Will they stand behind a part and said service level then?

On a positive note: Bilstein was great!!. In short, I stopped by, met with the manager of quality, was brought into the shop, he checked my two shocks (brought one for comparison) and confirmed that something was definitely not right with one, and offered to swap them right there. Since he didn't have any in stock, he offered to take them apart and repair if necessary and UPS them back to me free-of-charge. Oh, he also would follow up with me to make sure everything was ok; something I would bet he will do too...

Now that is a vendor (who didn't have to do anything imo), who took the opportunity to gain a happy end-user! And he did, while BavAuto lost one forever!
Will a Mod please move this to the reviews section, so when a fanatic is searching for vendor reviews, this information can be provided?
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Old 05-04-2009, 04:42 PM   #38
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Good idea, sorry, I should have started a new thread perhaps..

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Will a Mod please move this to the reviews section, so when a fanatic is searching for vendor reviews, this information can be provided?
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