RANCHO Warning

[MART]

Hello all , I had a problem with a RANCHO shock on the weekend.

I sent a Email to the supplier ?

DearSir,Madam

I purchased some RANCHO shocks to fit to my custom built SUZUKI sierra. I bought them about 5 years ago and have only done arround 4000 km's as it only goes out 5-6 times a year. The lower eye has torn open on sunday while 4wding at Menai. I don't have the receipt for the puchase and was wondering whether it can be welded to rectify the fault without damaging the shock as it has hardly been used. I was talking to a mate who uses quite a bit of RANCHO gear to build comp trucks for Tuff truck and as far as he knows Rancho have a lifetime warranty on workman ship and upon inspecting the welding I beleive it wasn't welded correctly. Any help would be appreciated , RS99116 , Cheers Paul.

This was the reply.

Hi Paul.

Where the Rancho shocks have been specified for the application by Rancho or by 4WD1, we warrant the shocks where a customer has made a purchase directly from us for 3-years, with no restriction to the kms within the 3-year period.



This is a great fair-dinkum warranty, and the best in the industry.



It does of course exclude custom-suspension set-ups, custom-suspension designs, high-lift wank-mobiles, and competition vehicles.



I think your zook looks great, but you could not expect any company to cover you for building your own radically-reconstructed dream-machine, whacking on a set of shocks based on the length, and then putting up your hand for ‘warranty’ if it does not work out.



It’s like owning a race car. You play. You pay.



The other thing regarding your application is that whoever applied the shocks did so with little regard for the new suspension design. Your rock-buggy style zook has far more movement between the shock mounts and axles than what any factory-produced shock has been designed to cater for. You may have got the open and closed lengths OK, but have forgotten that the lateral load on the shock mounting is mostly unacceptable, and like a serious amateur hard-core 4wd enthusiast, fitted heim-joint style ends in the shock to counter the new action of the suspension.



For the short term you can probably weld the eye fitting back on with out damage. Some businesses that may be able to do this for you is Dobbin Engineering or 4Way suspension. Most professional engineering shops should be able to do for you.



Regards,



Kirk.


What the f-ck.

I then rang them and spoke to the person who replied to the email , was told I am a d-ckhead who didn't build it properly and if I wasn't careful he would contact thr RTA and have them check My truck over as it wasn't road worthy , I then told him I only asked two questions , Is there a lifetime warranty and could it be rewelded.

AS per his email he quoted some places to have it repaired and when I said I know one off them he hung up on me.

I know that there is no way of getting a new shock and don't expect one , but contacting the supplier for advice on whether it can be repaired due to faulty workmanship and then to receive a return email like that , the welds on the eye have not been done properly , out of the two welds there would be less than half of the weld which welded properly.

Beware , if you purchase a RANCHO shock like I have , actually I've purchased over 40 off them , If they are not for standard suspension setups you have no warranty. You pay a premium for a good quality shock , why isn't it backed up with people who are competent about there product.





















I think this is just another case of a good product becoming shit.

What would you guys do in this situation , Cheers Paul.

[macca81]

What would you guys do in this situation , Cheers Paul.

post about it on outers, then go buy some new shocks from a different company

[alien]

if you're really unhappy you could contact fair trading, but he did give you the information you requested - it was just his attitude that was the problem.

Perhaps a more civilised way of dealing with it is calling the Rancho HQ, and asking to speak to the director of the company, and complain about the guy who "served" you.

[shorty_f0rty]

start a chain email with the response you received to get others to boycott their products. Thats no way to do business in ANYONES industry.. name and shame i reckon!

[KiwiBacon]

Spells kwality with a capital K.

[Gwagensteve]

I agree that the response was rude, and I have also had poor customer service from that business, but their point is sound (they just haev a crap way of expressing it, not unknown from them). They can't warranty anything fitted in a custom application. That's not unfair, it's just life. No body will warrant anything that's fitted outside of its specification.

I have bought Ranchos and mounted many more and I haven't seen one fail like that although I have wondered that those welds don't look all that good on the shocks I've fitted.

In any case, Rancho are cheap shocks - you get what you pay for.

Steve.


Oh, as an aside, the old 5 speed 9000's had a machined foot valve enclosure that I do think could be welded on. The 9 speed ones look pressed in that area and I don't think they'd take welding very well. I think the heat would screw the foot valve.

Just my 2C.

[Sixty's Guy]

I agree that the response was rude.................but their point is sound (they just haev a crap way of expressing it......). They can't warranty anything fitted in a custom application. That's not unfair, it's just life. No body will warrant anything that's fitted outside of its specification............
Just my 2C.

Same 2C as mine

[Sixty's Guy]

What would you guys do in this situation , Cheers Paul.

post about it on outers, then go buy some new shocks from a different company

LOL

[whitemav]

I know its childish, but post his email address up here and we'll all call him a w**ker and a d**k head.

I to have ranchos, have to say they are just another piece of cheap mass produced crap from the US of A.

[bazooked]

I know its childish, but post his email address up here and we'll all call him a w**ker and a d**k head.

I to have ranchos, have to say they are just another piece of cheap mass produced crap from the US of A.

i bought ranchos once, neva again, mass produced crap, nd well said.

[MART]

P.M. sent steve , Cheers Paul.

[dogeatdog01]

I had similar problems with one of my Rancho 9000's. Found that the shock had no resistance any more. With that I took it back and they rejected the warranty claim based on the fact that the shock had over extended. Was on a pretty standard GQ at the time. I dont think that I had abused them at all.
Silly me bought another one as I didn't want to have a different shock and 3 ranchos.
Won't buy them again if I ever get another set.

[jessie928]

what a TOOL!

post the company name up, his e-mail address and or ph number

BETTER STILL

post them to EVERYONE that posts a reply to this thread, so we can all e-mail him, and cal him up to tell him how much of a tool he is, and how small the world is when you have e-mail and a large internet forum.

JEs

[jessie928]

I agree that the response was rude, and I have also had poor customer service from that business, but their point is sound (they just haev a crap way of expressing it, not unknown from them). They can't warranty anything fitted in a custom application. That's not unfair, it's just life. No body will warrant anything that's fitted outside of its specification.

I have bought Ranchos and mounted many more and I haven't seen one fail like that although I have wondered that those welds don't look all that good on the shocks I've fitted.

In any case, Rancho are cheap shocks - you get what you pay for.

Steve.


Oh, as an aside, the old 5 speed 9000's had a machined foot valve enclosure that I do think could be welded on. The 9 speed ones look pressed in that area and I don't think they'd take welding very well. I think the heat would screw the foot valve.

Just my 2C.

when was the last time you looked at rancho sales material, have you ever seen them fitted to a standard truck?

looking at the pics, i dont know how the hell those welds past quality control, that is some poor arse welding!


JEs

[joeblow]

thats a good point!

[love ke70]

what a TOOL!

post the company name up, his e-mail address and or ph number

BETTER STILL

post them to EVERYONE that posts a reply to this thread, so we can all e-mail him, and cal him up to tell him how much of a tool he is, and how small the world is when you have e-mail and a large internet forum.

JEs

yes, im sure thats a brilliant idea, more anonymous emails and phonecalls are sure to improve the customer help program no end.

he told you, the lateral loading on the shock was too much.
the welding is shit no arguement.
lets all carry on with the bigger things in life, its too short to worry about a little git in an office being a bit offensive.
sheeze, if i got upset everyone told me one of my cars was built crap id be institutionalised by now.

and p.s. heim joints wouldnt be the best idea would they? im sure theyd bind quite nicely on flex? much the same as they do on upper and lower arms which gives that "tight, no body roll" feeling drifters love...

cheers, andrew

[chikoroll_]

bwahahahaha

Hi-Lift Wank-Mobile

[crack]

its a pitty about the attitude of some business. ive had a similar expirence and in the end got fed up with it and left it at that. but people remember a bad experience more then a good one. hope it works out.

[Gwagensteve]

when was the last time you looked at rancho sales material, have you ever seen them fitted to a standard truck?

looking at the pics, i dont know how the hell those welds past quality control, that is some poor arse welding!


JEs

I actually have the Rancho application book (which is NOT sales material), and the vast majority of Rancho applications are for standard vehicles, or vehicles with Rancho suspension kits on them. (even some of the favoured custom fitments, like 99012, are actually a specific fitment) It's when people start fitting them based on length and configuration, not application, it gets dicey.

Have you seen the chassis of a Sierra? I'm not defending Rancho, but just because a weld looks manky doesn't mean it won't hold. Rancho is part of tenneco automotive, who happen to make about 80% of the worlds shock absorbers. They're not a two bit operation, but they're not race shocks and they're built to a (cheap) price. May thousands of them hold up for many years, as mine have (and I don't even like them very much, but they were cheap and long)

There's three separate issues here - One is a shock fitted outside of it's designed/engineered application (which may or may not have contributed to it's failure) , the second is that shock was fitted outside of it's application therefore voiding the warranty (nothing unusual there), and the third was arrogant and rude customer service from a company who has a habit of that sort of thing. that's the big problem.

Steve.

[MART]

Exactly , Totally agree , all he had to do was say no warranty , and yes/no to welding it back together , without the editorial , he was rude but that's life , but the phone call was the clincher , I don't speak to customers like that in my line of work , why should I have to put up with it , It's his loss , I will take my buisiness somewhere else , Cheers Paul.

[goodie]

pic of ya "radicaly modified dream machine"

[Gwagensteve]

http://carl.outerlimits4x4.com/ftopic99816-0-asc-0.php

It is quite highly modified.

Steve.

[PASSNBY]

i might get burned for this but, if somone thretened me like that i would punch there f$&$# head in.

[chimpboy]

It wouldn't be too hard.

"I'm sorry to hear you've had trouble with your custom suspension set-up. Unfortunately, we are only able to extend our warranty to cases where our products are used in the standard suspension arrangements they are designed for.

If you are looking for a repairer for your shock absorbers, I can suggest the following..."

No matter how much I disliked a customer, I would probably sack an employee who communicated the way that guy did.

[PASSNBY]

It wouldn't be too hard.

"I'm sorry to hear you've had trouble with your custom suspension set-up. Unfortunately, we are only able to extend our warranty to cases where our products are used in the standard suspension arrangements they are designed for.

If you are looking for a repairer for your shock absorbers, I can suggest the following..."

No matter how much I disliked a customer, I would probably sack an employee who communicated the way that guy did.

Hell yeah, you got it spot on.

[-Scott-]

No matter how annoyed the other dufus may be, there's no excuse for treating such a simple question with such an appalling response.

There's zero chance you'll get the decision overturned, but, if you want to go further, write to somebody further up the food chain, to ensure they're aware of the public face of their brand.

Make it clear that you are not complaining about the "no warranty for non-standard application" line, but highlight that the tone of the response was completely unwarranted, unprofessional, and unacceptable.

Throw in the welds as a "for your information" issue - because they are clearly defective (they designed to run half a weld across only one piece in the join?), and Rancho needs to follow up on that from a QA perspective.

Climb up to the high moral ground, and stay there.

[jessie928]

what a TOOL!

post the company name up, his e-mail address and or ph number

BETTER STILL

post them to EVERYONE that posts a reply to this thread, so we can all e-mail him, and cal him up to tell him how much of a tool he is, and how small the world is when you have e-mail and a large internet forum.

JEs

yes, im sure thats a brilliant idea, more anonymous emails and phonecalls are sure to improve the customer help program no end.

he told you, the lateral loading on the shock was too much.
the welding is shit no arguement.
lets all carry on with the bigger things in life, its too short to worry about a little git in an office being a bit offensive.
sheeze, if i got upset everyone told me one of my cars was built crap id be institutionalised by now.

and p.s. heim joints wouldnt be the best idea would they? im sure theyd bind quite nicely on flex? much the same as they do on upper and lower arms which gives that "tight, no body roll" feeling drifters love...

cheers, andrew

you must know him...

and yeah, it is a good idea, It may get the business to pull their friggen head in. Its alot better than rocking up when he's leaving work and punching his head in, you can get 14 years for that now.....

" if i got upset everyone told me one of my cars was built crap id be institutionalised by now."

your car must be pretty crap if alot of people are telling you this.
better sell it and buy a daewoo..hehehehe

if someone talked to me like that i would drive over the bastard.


a quote from their site

"We stock what we advertise, and offer the best customer service. Most orders leave our warehouse the same day."

?
Jes

[Gwagensteve]

I think you'll find the gent MART was dealing with is the son of the owner of the business.

I also think you'll find the links between Rancho (US) and 4WD1 are pretty weak - they certainly were when I was dealing with them - they were pretty much just buying bulk, that doesn't really make you a distributor. Rancho aren't all that interested in the export market (like most US companies) IMHO.

Steve.

[grimbo]

so he was rude, big deal, just don't buy there again. he did answer the question. Bigger worries in life than a twit selling shock absorbers being somewhat offensive in an email or on the phone. And to say youd punch someone for saying that, that is way more worrying that peopleget that worked up and violent over something like that

[GRPABT1]

They guy acted like a wanker, but unfortunately he's right. Just don't deal with him again and next time whinge about his poor manners not his dodgey (pretty good actually) warranties.