Unparalleled Customer Service > KW & Modbargains - Order Number = 282890 - Date = 6/29/11 - Cust # = 100314

[danewilson77]

Front right coilover is blown. Has zero bound/rebound. This thread will detail my trials and tribulations as I put in a warranty claim. Hopefully this thread is short....for my sake.

http://i1015.photobucket.com/albums/af278/nicee46/IMAG1146.jpg

[yura]

Dane, I'd block out your address from the image. It is the internet, after all.

Good luck w/ the warranty claim!

[danewilson77]

Ok. Thanks.

HTC Thunderbolt+TT

[nike001]

Dane, I'd block out your address from the image. It is the internet, after all.

Good luck w/ the warranty claim!

This.

How many miles were on your coilovers before this?

[danewilson77]

This.

How many miles were on your coilovers before this?

7 months... Maybe 21,000 miles at most.

HTC Thunderbolt+TT

[UdubBadger]

ouch

[Go Horns!]

7 months... Maybe 21,000 miles at most.:respect
Taking "meant to be driven" to the extreme.

[danewilson77]

:respect
Taking "meant to be driven" to the extreme.

Lol. It gets driven.

HTC Thunderbolt+TT

[danewilson77]

This is the "claim" statement at Modbargains...for future use.

Warranty Claims

All warranty claims and returns for damaged items can be processed via email at orders@modbargains.com or you may call us at 714-582-3330. We will only accept returns on items which have a manufacturer's defect and are still within the applicable factory warranty time period. Items that appear to be damaged by wear and tear, misuse, or have exceeded the manufacturer's warranty time period will not be accepted.

http://www.modbargains.com/showpages.aspx?pid=1002

[danewilson77]

Email sent to Modbargains at 0741....

"To Whom It May Concern, I am a member on ZHPMafia.com and Bimmerforums.com. I am a BMW enthusiast and stand behind Modbargains. In June of last year, in an attempt to "upgrade" my suspension, I performed research and review on coilover setups and settled on the KW V1's based on recommendations (Very positive) from other members and chose Modbargains, for the same reason. I have purchased many items from Modbargains. I am a loyal customer and frequently mention/recommend Modbargains to other members.

With the above said, I have an issue with my front left KW V1 coilover. It has zero bound/rebound. The coilover is damaged/blown and I am riding on the coil only....as a ride height point and dampener. This is after only 7 months, and no more than 21,000 miles (That's 3000 miles/month of interstate driving).

For my situation, I would like to know what my options are for pursuing a warranty claim. The details (Order number / Customer number / Date are posted at the below link. I snapped a picture of the receipt and started a new thread to detail my experience with the customer service offered/rendered by Modbargains and/or KW.

Thanks for any help or other information concerning my situation. Please feel free to contact me at my cell phone number, should you need further information.

Ideally, I would like to have the coilover (QTY 1) replaced."

[danewilson77]

Their reply at 0901 (0501 West Coast time?). Below is confirmation to very positive reviews and good recommendations I have given.

"Hey Dane,


Thanks for your support & your e-mail! We will get on this right away. We open up in a couple hours and I will get your case into capable hands with one of my guys. We perform installations on this at our own shop, and the guys at KW North America know me & my staff on a first name basis. I'll let you know in a few hours who your point of contact here will be, ok? If at any time you are not happy with the way the process is going, I am the Co-Founder & CEO of ModBargains so feel free to bring me back into the loop - I'm just not the best point man on it because I get pulled so many different directions on a daily basis. Thanks for the opportunity to earn your business & for the opportunity to show you our customer support."

[kayger12]

That's the kind of customer service that earns my business.

[GMATT]

Wow..Sorry to hear about your blown coilover (as I have the same thing on my car, bought at approximately the same time:(). Sounds like they will take care of it. Keep us posted

[Mtnman]

This needs a little bit of this:

:chuck


And a little bit of that:

:hashbrowns:hashbrowns

[zhp43867]

Hey Dane, didn't you used to have FKs? If you did could you tell me why you switched, and which you prefer? I'm not sure I'll ever do coils but if I do I'd like to have as much information as possible.

[danewilson77]

The FK's were a great setup. Wasn't all that impressed with the ride....and didn't know (for sure), how reliable they would end up being...though, I had heard only positive reviews.

I guess it came down to....I had the money to burn and wanted to try the KW's (Had heard very positive reports on these and I love just trying stuff out). I believe they put out a superior product.

The next setup I will try is the Tein Super Street with Pillow Ball mounts.

[danewilson77]

Most recent email @ 1140:

"Hey Dane, I sent your information over to Alan Wei, alan@modbargains.com phone ext 8006. He was your original sales rep & point of contact on order #1308980604 and will handle the warranty claim with KW North America.

Alan is one of our most prompt & thorough guys so you are in good hands! Thanks for the positive words and your support.

Best Regards,

Mike Brown"

[imola red zhp]

Most recent email @ 1140:

"Hey Dane, I sent your information over to Alan Wei, alan@modbargains.com phone ext 8006. He was your original sales rep & point of contact on order #1308980604 and will handle the warranty claim with KW North America.

Alan is one of our most prompt & thorough guys so you are in good hands! Thanks for the positive words and your support.

Best Regards,

Mike Brown"

That's Power great news Dane

sent from Dennis' Droid using tapatalk

[danewilson77]

Latest email. received @ 1343...

"Hello Dane,

It’s great to hear back from you and I’ll do my best to help you out. I do want to let you know that you do most definitely have a lifetime warranty with your product. KW may require that you send in an invoice as proof of purchase for this warranty claim. To avoid, further delay, I have attached it with this email so that you have a copy. You can contact KW directly at 1-800-445-3767 to start this process. Feel free to get back in touch with me if there’s anything else I can help you out with and happy modding!



Best Regards,



Alan Wei

Senior Sales Representative

www.ModBargains.com"

[Hornung418]

Good work!

Chase (MD328Ci) has told me to go with ModBargains before. I have yet to need any major parts, but I'm glad you have shared this story with us. I'll be sure to give them my business when the time comes.

[danewilson77]

Good work!

Chase (MD328Ci) has told me to go with ModBargains before. I have yet to need any major parts, but I'm glad you have shared this story with us. I'll be sure to give them my business when the time comes.

Sounds good. I will most likely have one more update once KW gets back with me.

HTC Thunderbolt+TT

[danewilson77]

Spoke with Adam at KW. I supplied them with the Art# and they are ordering my new coilover and will ship out asap.

Win.

[Hornung418]

Damn. Awesome!!

[kayger12]

Couldn't have handled it any better.

Modbargains, ftw.

Droid X. Tapatalk. Use it.

[danewilson77]

Yeah.... They weren't kidding. Lifetime guarantee.

Handled in all of 12 hours. Definitely not typical for most.

This concludes my blog down warranty lane.

Well done Modbargains and KW. Thanks to Alan, Adam, and Mike for all of the hard work, and polite, professional customer service.

When it comes to Customer Service.........KW and Modbargains are the legit combination!

HTC Thunderbolt+TT

[Marcus-SanDiego]

Good customer service with this situation.


Sent from my iPhone using Tapatalk

[GMATT]

Very glad to hear, for both you and Mod Bargins........................ have been thinking about buying some wheels there.............we will see !:happydane

[danewilson77]

Thanks for the support today guys.

HTC Thunderbolt+TT

[iZHP]

thats funny...my drivers side Bilstein just went too...no rebound at all. Processed a warranty replacement and just got it today :)
Mine have about 25k miles as well...

[johnrando]

Great news Dane! Edit: I should add that that was a very well written letter, with some awesome name dropping... good takeaways from that.
:hashbrowns

[zhp43867]

Thanks Dane, I'll skip the FKs.

[danewilson77]

Thanks Dane, I'll skip the FKs.

Surprisingly enough.... Not very many people get them. I've had two sets. I would say comparatively speaking with regards to ride quality/build quality.... I would give the FK's a 7. That's against the best setup I've had if we assume the KW's are a 10.

HTC Thunderbolt+TT

[danewilson77]

Requested Tracking information for coilover from KW, when shipped. Timeline still in progress.....

[Hermes]

Haven't seen this thread yet... I definitely will be going with Modbargains next time I want to make a purchase like this. Glad to hear they took care of it quickly for you.

[danewilson77]

Haven't seen this thread yet... I definitely will be going with Modbargains next time I want to make a purchase like this. Glad to hear they took care of it quickly for you.

I know right. The key is to call Modbargains at 0741 (Eastern time). Hell the only person that would be there at that hour IS the co-founder..... Lol. Hats off to him though. How many "co-founders" would have just let the phone ring?

HTC Thunderbolt+TT

[jayjay_dee]

Winning!!!

Thanks for sharing your story with us Dane...

ModBargains FTW!!!

[danewilson77]

(0835 - 1/24/12 > Requested Tracking information for coilover from KW, when shipped. Timeline still in progress.....

28 hours...no response regarding my request for tracking information.

[WOLFN8TR]

I've had good luck with Modbargains. Got to do my suspension in the spring, subscribing for the outcome.


Tapatalk App

[Johnmadd]

Any new info?

Could this have been what caused the crack in your strut tower?

[danewilson77]

Any new info?

Could this have been what caused the crack in your strut tower?

Opposite side. No new news. 90 hours.

HTC Thunderbolt+TT

[danewilson77]

:Fml :smh :facepalm

http://i1015.photobucket.com/albums/af278/nicee46/IMAG1162-1.jpg

HTC Thunderbolt+TT

[Hornung418]

What's wrong with them?

[danewilson77]

What's wrong with them?

Those are shocks. I have KW V1's.

http://farm8.staticflickr.com/7007/6541135335_9d72591260_b.jpg (http://www.flickr.com/photos/dw77zhpmafia/6541135335/)
BMW Reinforcement kit Installed (http://www.flickr.com/photos/dw77zhpmafia/6541135335/) by Dane Wilson77 (http://www.flickr.com/people/dw77zhpmafia/), on Flickr

HTC Thunderbolt+TT

[Hornung418]

Hmmm Which part do you need to replace?

[danewilson77]

The shock for the front coilover. I mean... Mine are adjustable.

http://i1015.photobucket.com/albums/af278/nicee46/Maintenance%20and%20Misc/146917_x600-3.jpg

HTC Thunderbolt+TT

[Hermes]

They really sent you the wrong shocks?

http://farm5.staticflickr.com/4092/5173801529_0f3a6be8b8.jpg

[danewilson77]

Yes they did. I have grace though. Will Call them up Monday. Ugh.

The thing that trips me out though, is they have my invoice, model number (ART#), etc.... And these aren't even close.

HTC Thunderbolt+TT

[danewilson77]

IDK though. I may have to detract my ":Fml :smh :facepalm" above.

Maybe this is a "cartridge that sits within the coilover body itself. Maybe I have to rebuild the coilover with these. I guess I have never taken a coilover apart, and don't understand their construction. Ima have to look around.

Anyone has knowledge of this, a "roger up" would be appreciated.

[Hermes]

I see what you're saying... in the pic you grabbed from ECS it looks like what the sent you is 'under' the silver shiny part thing... what if you call them and ask for directions?

Question - do you have a spring compressor?

[danewilson77]

Nope. Why do you ask?

I will definetely call them tomorrow...

[danewilson77]

It looks like what they sent me is in the middle box. Can't for the life of me, make out any of the writing. Does it say "Dampener"?

http://www.kw-suspension.com/us/kw_spareparts_and_accessories.php
http://i1015.photobucket.com/albums/af278/nicee46/Maintenance%20and%20Misc/KWReplacementparts-1.jpg

These are exactly what I have...KW V1's

http://www.kw-suspension.com/us/kw_variant_1.php

http://i1015.photobucket.com/albums/af278/nicee46/Maintenance%20and%20Misc/gewindefahrwerke_img_01.jpg

[danewilson77]

Post number 8 makes me think I need to just stick this cartridge in there. If that's the case....I will have brand new fronts...FTW.

http://legacygt.com/forums/showthread.php/can-rebuild-kw-coilovers-metro-dc-area-114627.html?p=2511549

[Hermes]

Compressor so you can take it apart without poking an eye out (and put it back together). Maybe you don't need it :dunno

I can't read that pic either, too small

As for the thread you linked to, that's what I was thinking. Take yours apart, replace the shock, put back together. That's why I was asking about the spring compressor.

[danewilson77]

Compressor so you can take it apart without poking an eye out (and put it back together). Maybe you don't need it :dunno

I can't read that pic either, too small

As for the thread you linked to, that's what I was thinking. Take yours apart, replace the shock, put back together. That's why I was asking about the spring compressor.

OK. Yeah... Don't need spring compressor for these coils especially since I have mine adjusted all the way down. Springs aren't compressed on removal.

HTC Thunderbolt+TT

[danewilson77]

So....just got off the phone with Adam @ KW. Had another great converstaion with them. They indeed did send me the "inserts" to the coilovers. He said if I did not have the specific 4 point hex key...I would have a hard time rebuilding them myself. In hind sight, he says they weren't supposed to send me those and apologized.

He is shipping me a complete coilover today, with a return shipping label for the inserts, and a scheduled pickup.

All is well. ;0)

[johnrando]

Good news.

[GSEN820]

Modabragains really throws it down.

I have not ordered from them but I think I just may start..... Only because their customer service is all over it.

[Hermes]

Cool. So pull the old coilover and replace with brand new?

http://backdoorlife.files.wordpress.com/2007/08/captainwin.jpg

[danewilson77]

Cool. So pull the old coilover and replace with brand new?

http://backdoorlife.files.wordpress.com/2007/08/captainwin.jpg

Yes.

HTC Thunderbolt+TT

[Mtnman]

Damn i wish my new suspension came all put together and didnt require a spring press. Holy Moly......what an easy job without that part of it!

[danewilson77]

7 weeks for the warranty coilover to be delivered :shifty

http://farm8.staticflickr.com/7193/6950144849_ee9980d0aa_b.jpg (http://www.flickr.com/photos/dw77zhpmafia/6950144849/)
KW V1 Warranty Coilover (http://www.flickr.com/photos/dw77zhpmafia/6950144849/) by Dane Wilson77 (http://www.flickr.com/people/dw77zhpmafia/), on Flickr

[kayger12]

Unacceptable. What the hell took them 7 weeks?

[danewilson77]

Yeah.....pretty unsat. Additionally.....they initially sent me the wrong item (if you remember). They sent me two coilover "cartridges", instead of the coil body and cartridge assembly. I relayed this to them, and they promised they would send return shipping paperwork. They did not.

So.....I now have a spare set of front cartridges for my front coilovers. I will not be sending them back. I will learn how to rebuild them myself, and will acquire the necessary tools to do so.

[kayger12]

I remember. You'd think they'd work a little harder to make things right after the initial screw up.

Looking forward to the coilover rebuild diy.

[danewilson77]

Yeah.....I was kinda hoping for a pair :)

[GMATT]

hmmmmmmmm hope mine stay together:(........stay tuned

[danewilson77]

You guys wanna know what's more UNSAT than the 7 week delay, and the fact they originally sent me the wrong stuff?

[danewilson77]

Read my post #1, look at the pick above....then read my post #10 email.......then compare.

































Keep in mind I need a front right coilover.

I'm pretty pissed now. At them, at myself, and at the situation. I just tore down the entire front right corner for no reason. FML.

[GMATT]

Wtf! Over.......they have lost any future business from me. I think a mad amount email to Adam is in order!

Sent from my MB855 using Tapatalk

[GMATT]

On a up note.........tell them they need to send out the RIGHT coilover and your not sending back the other!

[danewilson77]

I may do that..... Ugh. I wanted this fixed, so I can throw new rubber on.

Email sent to Adam, at KW. We'll see what happens.

HTC Thunderbolt+TT

[kayger12]

Un-effing-believable.

Time to edit the title of this thread...

[danewilson77]

Un-effing-believable.

Time to edit the title of this thread...

I'm getting to that point. We'll see what Adam (from KW) says.

HTC Thunderbolt+TT

[johnrando]

WTF? Hope they do right by you Dane.

[zj96sc]

I suppose unparalleled doesn't HAVE to mean "positive" :dunno

[danewilson77]

I will appropriately rename thread once this is over. Modbargains has been great. KW....just seems like they pay attention. IDK....it always seemed like the guy I talk to (though nice enough in nature), was very young (no offense intended). He just didn't seem overly professional on the phone. We'll see what happens.

[Go Horns!]

Dane I think you need to make it clear that you told ModBargains it was the left coil-over in your initial e-mail. I don't know if you can blame them for sending the left.

[LivesNearCostco]

Seems like the folks at KW pay attention or don't pay attention? I wonder if ModBargains could have just made you good from their inventory, or if that would leave them with an incomplete set of coilovers that KW wouldn't warranty because KW requires warranty replacements to be shipped from KW?

[danewilson77]

Dane I think you need to make it clear that you told ModBargains it was the left coil-over in your initial e-mail. I don't know if you can blame them for sending the left.

Oh... ABSOLUTELY. I am not faulting them for that, at all. Just the 7 weeks seemed a little crazy.. With the initial "cartridges" Sent.

HTC Thunderbolt+TT

[danewilson77]

Seems like the folks at KW pay attention or don't pay attention? I wonder if ModBargains could have just made you good from their inventory, or if that would leave them with an incomplete set of coilovers that KW wouldn't warranty because KW requires warranty replacements to be shipped from KW?

Alan, from MB, has been in contact with me a bit. As a matter of fact, he just emailed me (I am assuming someone tipped him off)

HTC Thunderbolt+TT

[danewilson77]

KW is sending me the correct coilover.

Overnight tracking number 698715960718

All is well. Good deal KW.

[johnrando]

Fingers crossed.

[danewilson77]

Boom. Winning.

Mar 7, 2012 9:07 AMOn FedEx vehicle for deliveryHAMPTON, VA
Mar 7, 2012 8:43 AMAt local FedEx facilityHAMPTON, VA
Mar 7, 2012 6:27 AMAt destination sort facilityNORFOLK, VA
Mar 7, 2012 5:04 AMDeparted FedEx locationINDIANAPOLIS, IN
Mar 7, 2012 2:04 AMArrived at FedEx locationINDIANAPOLIS, IN
Mar 6, 2012 7:27 PMDeparted FedEx locationOAKLAND, CA
Mar 6, 2012 6:14 PMArrived at FedEx locationOAKLAND, CA
Mar 6, 2012 5:05 PMLeft FedEx origin facilityCLOVIS, CA
Mar 6, 2012 4:00 PMPicked upCLOVIS, CA
Mar 6, 2012 4:15 PMShipment information sent to FedEx

[kayger12]

KW is sending me the correct coilover.

Seven-week Overnight tracking number 698715960718

All is well. Good deal KW.

Fixed.

Droid X. Tapatalk. Use it.

[danewilson77]

Fixed.

Droid X. Tapatalk. Use it.

Lol.... Well... Hehe.

FedEx brought it by today (of course... I was doing what FedEx was doing..... Working!) . Sheet says they can be here from 0700 to 1500. I must sign... In person. Guess I have to take a day off of work to recieve?

HTC Thunderbolt+TT

[Hornung418]

Sign on the back of the note to have them leave it at your door.

[Johnmadd]

Sign on the back of the note to have them leave it at your door.

+1
Additionally tape a note to your door that says "UPS/Fedex please leave package here".

[ryankokesh]

Sign on the back of the note to have them leave it at your door.

+1. I think they might also be able to leave it at the post office? I know my fedex guy did that to me once, but I'm not sure what kind of shipping agreement was going on with that... Or if you have a FedEx/Kinkos near you, they should be able to leave it there. UPS charges for that (wtf) but I don't think FedEx does.

[johnrando]

Or, usually you can check the box that says that you'll pick it up, and they won't deliver it. You can then just take the ticket to your nearest FedEx delivery depot and get it. Mine is only a few miles away.

[danewilson77]

The guy wrote, with exclamation!, that I must be present at signing. Kinda weird.

Guess I could try.

HTC Thunderbolt+TT

[ryankokesh]

that's strange...

[Hornung418]

Yeah, not usual policy...

[danewilson77]

Sux. I'm at work. Wife will be home at 1500. They came at 1538 yesterday.

[danewilson77]

Coilover recieved today. Wife was home. Whew! She's a lifesaver.

Anyway...the FedEx guy was adamant, that she say she was Dane Wilson.....lol. She signed her name (Morgan) though.

[ryankokesh]

Haha, fedex is strict!

[danewilson77]

Haha, fedex is strict!

Apparently.

HTC Thunderbolt+TT

[danewilson77]

Just got word back from KW. They are expecting me to send nothing back. So...I have a spare front left coilover.....plus 2 front cartridges. Should be good for a while. :)

I do need to research how to rebuild a coilover though....and I have an extra now....to play with.

[johnrando]

That's good news. Glad it all (finally) worked out.