Help contacting RackDoctor for defective rack

[BigRussia]

I purchased a rebuilt steering rack from RackDoctor.net, a well known and recommended rack rebuilder, and the rebuilt rack they sent me turned out to be defective just after having it professionally installed by my independent BMW specialist. Literally the morning I'm going to pick up the car my mechanic calls me in disbelief that the seals on a rebuilt rack had blown out, fluid leaking from both new boots and tie rod ends, and the steering stiff and jerky (everything else on my system, besides the pump, was new btw).

So I reached out to RackDoctor both through email and the contact form on their site and still haven't gotten a response 4 days later. And the phone number listed on the FAQ page of their site is a dead number, doesn't even ring out!

Has anyone had an experience like this with them? I thought they were a well regarded and reputable vendor by the BMW community, but they sent me a defective rack and now being non-responsive as I wait for a resolution, with my car is still sitting at the shop. Extremely frustrating, wasn't expecting this kind of unprofessionalism and sketchiness from RackDoctor 🤬 any advice is appreciated

[Drewrivera]

Hey what's up. Just wanted to let you know something like this was already started. Jump into "after market steering rack" thread and they talk about the doctor in there. Some may be on the same boat as you. ✌️

[BigRussia]

Hey what's up. Just wanted to let you know something like this was already started. Jump into "after market steering rack" thread and they talk about the doctor in there. Some may be on the same boat as you. ✌️

Hey thanks, just read through it now. Doesn't seem like anyones in my same boat though, other than one mentioning some folks on the old M3F didn't have good experience with RackDoctor before. Reason I went with them was my indy BMW specialist himself had even recommended me get the rebuilt rack from them.

I've sent another follow up email to them this morning, and still no answer when I call... I'm considering calling my credit card company and disputing the charge as it looks like I'm going to have to take my old rack to get rebuilt somewhere locally now 😑

[mrgizmo04]

That sucks.

Yeah I had my experience with rackdoctor 2-3 years back. My rack arrived pristine, so I never had to deal with replacements/returns.

I don't think this necessarily helps you, but
I can tell you from contacting a lot of other vendors/distributors regarding parts availability/delays/etc, everyone is much delayed in communication. Sometimes I find the vendor on facebook, message them and 6 days later I get a reply on facebook while I've been calling and emailing the entire time where I never get a response through those channels of communication.

Things are a bit tougher now all around.

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[ZHPizza]

Dang I put one of their rebuilt racks in my wagon and am pretty sure it's been slowly leaking ever since, but I haven't taken the time to confirm it and contact them.

I don't know what would have caused the seals to blow out like that. You said everything else was new? No clogged/damaged cooler or return lines?

[IMOLA3]

6 years ago I had the exact same experience, and got absolutely no help from Mr. "RackDoctor". I know of several others who had leaking racks and received poor (and downright rude) customer service when they tried to contact about their issues. You're better off buying a used low mileage rack IMO.

[eacmen]

How difficult is it to rebuild these? I assume it's not a diy job?


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[Will]

I've never had to contact them for aftersales service, but ordering / returning core was without problems years ago.

I saw this on Rackdoctor's website:

"Rack Doctor Will be Closed from 8/7/2020-8/25/2020 Rack Doctor will issue Return Labels for cores by E-mail request or, There will be Somone Available to answer your calls On Wednesdays Through this period. IF you have a Technical Question Please feel free to E-mail Info@rackdoctor.net We will be shipping on a very Limited basis through this time. Orders placed Durring this period Rack Doctor will "begin" shipping Units On 8/26/2020in o=the order they were placed through this time. "

How difficult is it to rebuild these? I assume it's not a diy job?

A DIY kit of seals like Beisan does for the VANOS would be great.