Carparts.com  (now owned by JC Whitney)

Date: January 2, 2002

Product Provided: Four Bilstein Sport shocks

Complaint: Eight months after purchasing a set of 4 Bilstein Sport shocks, the passenger right shocks blows out. Bilstein products carry a lifetime warranty, which is serviced through the original vendor. I contacted Carparts.com eight times in two weeks to get them to warranty the shock, but each time I called the reps didn't want to deal with me. Excuses include not being able to pull my customer info (despite this info being available on their website), not carrying Bilstein products anymore, not accepting warranties for Bilstein, or the infamous "We'll call you right back." After numerous phone calls to Joann, head of customer service, as well as several documents faxed showing that I did indeed purchase the shocks from them, they agreed to warranty the product. But minutes later I received a fax saying that they made a mistake and could no longer accept my claim without specifying a reason. Numerous calls back only resulted in unreturned messages.

Next, I called Bilstein to see if they can warranty he product directly with the customer (me). The rep said that it wasn't their policy to do so, but was very surprised to learn of Carparts.com's incompetence and arrogance, so he agreed to send me out a new shock. I received it the next day.

The only reason why I bought from Carparts in the first place was because they had a "$100 off 4 shocks" sale. I no longer care if they sell em two for a dollar, if they won't stand behind the products then what's the point of buying from them?


Special thanks goes out to Bruce Smith of Sacramento, California, who was kind enough to provide me with the contact at Bilstein who was able to help me out.