BP-51 for the 80 Series

[Azca]

So had a not great experience with ARB on these at this point.
I'm at maybe 40k on my BP51s. They're showing some oil on the shafts and seem to just generally need a rebuild.
I'm planning a trip in July driving from Seattle to Prudhoe and all over Alaska. I reached out to them as a preventative rebuild/repair as needed prior to the trip.
Essentially got told unless they're completely blown out they won't rebuild them, even after offering to pay for the service.
This makes 0 sense to me. They're functioning in what I could call working but needing fresh oil/recharge. There is a noticeable difference in their performance.
ARB s***s the bed with service yet again. I really like the suspension and bought it because it was rebuildable. But if its going to be a pain to have them serviced whats the point.

This was one of my next upgrades, if I ever get my lady back on the road again. I was looking at these vs the Dobinsons, because of the supposed low service requirements and rebuilds. If their customer service is going to be this poor, I will go elsewhere. My time is too precious to waste arguing with people. Please keep us all updated.

 

[Wompom]

This was one of my next upgrades, if I ever get my lady back on the road again. I was looking at these vs the Dobinsons, because of the supposed low service requirements and rebuilds. If their customer service is going to be this poor, I will go elsewhere. My time is too precious to waste arguing with people. Please keep us all updated.

I will. The frustrating part is i'm 30 min from their office (where I picked all my stuff up thats on my 80). I'll continue talking to them and see. I may be moving to dobs or something if these are going to be a pain. Sucks cause they're great shocks.

 

[COYS]

I reached out to them as a preventative rebuild/repair as needed prior to the trip.
Essentially got told unless they're completely blown out they won't rebuild them, even after offering to pay for the service.

How much does ARB charge for a full BP-51 rebuild and how much did you offer to pay?

Did you purchase your BP-51s from an authorized dealer like Cruiser Outfitters?

 

[JoeCova]

wow that’s surprising. This is why I put Kings on everything, best shock, great service, easy rebuild.

 

[Wompom]

How much does ARB charge for a full BP-51 rebuild and how much did you offer to pay?

Did you purchase your BP-51s from an authorized dealer like Cruiser Outfitters?

They rebuild for free if they're leaking. They don't advertise a price for the rebuild.
I bought them direct from ARB when I had a contact at their Auburn, WA office.

 

[COYS]

They rebuild for free if they're leaking. They don't advertise a price for the rebuild.
I bought them direct from ARB when I had a contact at their Auburn, WA office.

So did they refuse the rebuild even if you showed them they’re leaking? Do you have a pic of the leak that made you ask for a “preventive” rebuild?

 

[Wompom]

No. I have two leaking and two not leaking. They all have a lot of rough use on them. 1000s of miles of washboard, wheeling, etc. I'm going on a month+, 10,000 mile long wheeling and camping trip through AK this summer so I wanted to have them all rebuilt proactively. They wouldn't do the other two after the first convo. I'll keep this updated as we go.

So did they refuse the rebuild even if you showed them they’re leaking? Do you have a pic of the leak that made you ask for a “preventive” rebuild?

 

[COYS]

No. I have two leaking and two not leaking. They all have a lot of rough use on them. 1000s of miles of washboard, wheeling, etc. I'm going on a month+, 10,000 mile long wheeling and camping trip through AK this summer so I wanted to have them all rebuilt proactively. They wouldn't do the other two after the first convo. I'll keep this updated as we go.

Sounds like a great Summer trip. I'm curious how ARB handles this and whether any authorized dealers like Cruiser Outfitters step in to assist.

Is your set under their 3 YR warranty?

 

[cruiseroutfit]

Sounds like a great Summer trip. I'm curious how ARB handles this and whether any authorized dealers like Cruiser Outfitters step in to assist.

Is your set under their 3 YR warranty?

We 100% get involved when they are purchased from us and we have some rebuild units in stock for immediate warranty swap outs where applicable. Obviously we can't get anything/everything warrantied but we've got a 30 year relationship we leverage on behalf of our customers and in most cases problems get solved without much drama. Full disclosure, this only applies to shocks, coils, bumpers, compressors, lockers, etc purchased from us. We don't have the duty, bandwidth, obligation or teeth to dive into warranty replacements, courtesy spare parts or upgraded components for parts that didn't come from Cruiser Outfitters.

 

[Wompom]

We 100% get involved when they are purchased from us and we have some rebuild units in stock for immediate warranty swap outs where applicable. Obviously we can't get anything/everything warrantied but we've got a 30 year relationship we leverage on behalf of our customers and in most cases problems get solved without much drama. Full disclosure, this only applies to shocks, coils, bumpers, compressors, lockers, etc purchased from us. We don't have the duty, bandwidth, obligation or teeth to dive into warranty replacements, courtesy spare parts or upgraded components for parts that didn't come from Cruiser Outfitters.

Oh for sure - I wouldn't ask you to do that for something not purchased through you.

 

[cruiseroutfit]

Oh for sure - I wouldn't ask you to do that for something not purchased through you.

I appreciate that and know you weren't thinking that. Just making that clear for anyone in the future reading perhaps.

 

[Wompom]

No. I have two leaking and two not leaking. They all have a lot of rough use on them. 1000s of miles of washboard, wheeling, etc. I'm going on a month+, 10,000 mile long wheeling and camping trip through AK this summer so I wanted to have them all rebuilt proactively. They wouldn't do the other two after the first convo. I'll keep this updated as we go.

Finally got a response from ARB. Disappointing to say the least. Think i'm back on team ARB service is trash.

both my rears are leaking at the main body where the stainless hose attaches from the resevoir. Have been for quite a while now, and asked about a rebuild or replacement.

Thanks for providing us with this information. The serial numbers that start pre 19 are considered Gen1 BP51's that were manufactured on/or before 2018.

The BP51 internal parts and reservoirs have been updated from 2019-present and are unfortunately not interchangeable with Gen1 BP51s.

Therefore, new suspension would need to be purchased, the current BP51's in your possession are no longer rebuildable and have exceeded their serviceable life span.

Edit: I purchased these in late 2019....

 

[cruiserdan]

That sucks.

 

[Somebodyelse5]

i feel duped for buying these.

 

[Wompom]

i feel duped for buying these.

Yeah it’s the fact that I bought them well after the change, still received these and now am SOL?

 

[CharlieS]

Makes the lifetime economics of Kings seem reasonable.

 

[ChiChi]

Wompom, I got the exact same reply word for word. I’m going to rebuild them, with a little help. Unless there full of fairy dust, there rebuildable. We need a thread on anyone who has torn these down and the parts they sourced. Ie SKF seals, wipers etc.

Email from them:
Thanks for providing us with this information. The serial numbers that start pre 19 are considered Gen1 BP51's that were manufactured on/or before 2018.

The BP51 internal parts and reservoirs have been updated from 2019-present and are unfortunately not interchangeable with Gen1 BP51s. Therefore, new suspension would need to be purchased, the current BP51's in your possession are no longer rebuildable and have exceeded their serviceable life span.

Please let us know if you have any further concerns.

Best Regards,

Don - ARB Tech Support

On 2024 M04 5 13:36:30 UTC

Im looking to have my BP51 suspension serviced. Currently none of the shocks hold nitrogen pressure among other issues. I have called numerous times over the years requesting service based on mileage; your response was if they are not broken do not call!
Im requesting that you service and rebuild my suspension. I would hate to discard them because they are only serviced at your location.

 

[Wompom]

Wompom, I got the exact same reply word for word. I’m going to rebuild them, with a little help. Unless there full of fairy dust, there rebuildable. We need a thread on anyone who has torn these down and the parts they sourced. Ie SKF seals, wipers etc.

Email from them:
Thanks for providing us with this information. The serial numbers that start pre 19 are considered Gen1 BP51's that were manufactured on/or before 2018.

The BP51 internal parts and reservoirs have been updated from 2019-present and are unfortunately not interchangeable with Gen1 BP51s. Therefore, new suspension would need to be purchased, the current BP51's in your possession are no longer rebuildable and have exceeded their serviceable life span.

Please let us know if you have any further concerns.

Best Regards,

Don - ARB Tech Support

I'm fighting them pretty hard on this. I work in hardware design, NPI and manufacturing. You do not sell a new product while selling backstock variants and then tell the customers stuck in the middle they're SOL, especially on something at this price point. Per his email 1 of my 4 shocks is the new variant and could be rebuilt....
I will keep responding until Don is useless and then ask to talk to someone above him. **** that.

 

[ajax1]

I'm fighting them pretty hard on this. I work in hardware design, NPI and manufacturing. You do not sell a new product while selling backstock variants and then tell the customers stuck in the middle they're SOL, especially on something at this price point. Per his email 1 of my 4 shocks is the new variant and could be rebuilt....
I will keep responding until Don is useless and then ask to talk to someone above him. **** that.

That would be the route I would go. I had something like this in aviation which yes is different but the story is the same. Told the customer I can not rip into the company due to our relationship, but he as the customer can, he picked every vice President of each department he could find and threw them on email. He magically had the part 3 days later when we were told three month wait. Don’t be nasty but let them know you are dissatisfied and disappointed with there product. I would state that it is not your fault you were sold something from there auth vendor as rebuildable and they change the design and send you old stock. Don’t stop emailing them and make phone calls.

 

[Wompom]

That would be the route I would go. I had something like this in aviation which yes is different but the story is the same. Told the customer I can not rip into the company due to our relationship, but he as the customer can, he picked every vice President of each filed he could find and threw them on email. He magically had the part 3 days later when we were told three month wait. Don’t be nasty but let them know you are dissatisfied and disappointed with there product. I would state that it is not your fault you were sold something from there auth vendor as rebuildable and they change the design and send you old stock. Don’t stop emailing them and make phone calls.

Exactly. No reason to be angry or yell at the CS guy whos just following his script. Smiling and saying thank you but being firm usually goes a long way.