I know this isn't a Honda forum and excuse the long post but the problem I'm currently having with Bilstein applies to all.
Back in 2002, I ordered a set of Bilstein HD shocks supposedly matched up to the the Eiback springs I also ordered from Shox.com. I was informed by Shox's tech support that the HDs would handle 1.25in. drop in spring height. The other alternative that I explored would be to go with sport shocks. These struts were actually HDs with a shorter rods and slightly different compression/rebound ratios. The Shox rep said that the sport strus were designed for Eiback springs with a 2in. or greater drop and would ride too close to the top of the sport shocks travel.
8yrs and 50,000 miles of summer driving later and 2 blown struts, I send the 4 struts back to Biltein with the requested Eiback spring rates and front 1.25 inch and rear 1 inch respective drops. After 2 weeks they called back. Apparently one of the struts had a bent rod. Although I was at work and distracted, I did ask the rebuilder why the rod might be bent and if he had a chance to review the spring specs. I need to mention here that I had a previous conversation with another Bilstein tech a couple of weeks earlier where I was told that the strut rod height could possibly be a problem and that by sending in the spring info the rebuilder will be able to determine if that would be an issue. I regret that I did not bring this conversation up with the Bilstein rebuilder when he called with the struts apart on his table. Perhaps I assume too much.
Several days later after this conversation, the representative in the billing /warranty dept. called informing me the struts were ready. They had replaced the bent rod and slightly lowered the compression. At this point I asked him if this would lessen the possibility of bending the rods. He responded that the strut were still riding close to the bumper and that this could indeed be a problem. At this point I asked him why they hadn't installed the shorter rods. the parts were 10 dollars a shock, hardly worth a second thought. Silence and a transfer back to the rebuilder who responded with the same info and added, "But isn't this what you wanted?"
I discussed this issue later with the warranty/Billing dept. going over these concerns and that I wanted them rebuilt correctly. This was on Tuesday and I still haven't heard back.
I'm probably slightly subjective about this situation and I am now wondering who is at fault here. Given the info I was asked to provide, shouldn't the Bilstein rebuilder at the very least have informed me that the rods needed to be replaced to conform to the spring specs?
I thought it would be best to wait a week or two to give them a chance to respond.
Has any one had similar issue with Bilstein? I definitely could use some advice on how to handle this.
One might ask why I didn't go with a new set of Bilstein sport struts.. From what I've read, the rebuilds are dead-on since they've been dynoed at two thirds the cost. My greatest concern now, if they do go through with the rebuild, is whether I will get the same quality back from them after all these issues.