Bilstein Customer Service — professional guide for buyers, installers and dealers

Overview and contact channels

Bilstein operates as both an OEM supplier and an aftermarket brand (common product families: B4, B6, B8, and Performance/Clubsport lines). For authoritative information and the most up‑to‑date contact details use the manufacturer web portal (global: https://www.bilstein.com, US: https://www.bilstein.com/us). Primary customer‑facing channels are: web contact form, email ticketing, phone support via regional numbers listed on the site, and an online dealer/distributor locator. Expect the company to route technical and warranty inquiries to separate queues — technical support for fitment and installation; warranty/RMA for defective or early‑failure claims.

Reasonable expectations: first acknowledgement within 24–72 hours for email/web tickets, and phone hold/answer times typically under 10 minutes during business hours (Mon–Fri). If you are a commercial account (dealer or fleet) you should request an account manager — they provide direct phone escalation and consolidated invoicing. Keep a written record of the case number and the name of the representative; that is required for any escalation or RMA.

Warranty, returns and RMA process

Bilstein warranty coverage varies by product and market; many aftermarket shock absorbers carry a limited warranty (commonly 2 years from date of purchase in several regions) but you must confirm the exact term on the product page or paperwork. Typical acceptable warranty claims include manufacturing defects, premature loss of damping (leakage, blown gas charge), and broken mounting hardware due to defects. Wear items from normal use (corrosion from road salt, crash damage, improper installation) are often excluded.

When pursuing an RMA expect a structured process: initial claim, documentation upload, provisional approval, return shipment, inspection, and final disposition (repair, replacement or credit). Inspection turnaround times vary: standard inspections are commonly completed in 7–21 business days after the item arrives at the service center; complex investigations (OEM integration or extended diagnostics) can take up to 60 days. If an RMA is approved, replacement timelines depend on stock: single shock/strut replacements are often fulfilled within 3–10 business days; full coilover kits or specialty orders may require 2–12 weeks.

• What to have ready for an RMA: proof of purchase (invoice or receipt with date and vendor), exact Bilstein part number (e.g., B6 24‑182246), vehicle make/model/engine and VIN, high‑resolution photos of the failed unit and vehicle mounting point, serial numbers if present, and a brief timeline of failure (miles driven, installation date).
• Financials: retail price range examples — single shock/strut assemblies typically retail from about $120–$350 each; performance mono‑tube or heavy‑duty units range $350–$700 each; full coilover kits commonly fall in $700–$2,500 depending on application. Many warranty exchanges require return freight; retailers/distributors may cover shipping for qualifying claims but verify in advance.

Technical support, installation and troubleshooting

Bilstein provides technical documents (installation PDFs, torque specifications, and fitment charts) for nearly every SKU; these live on product pages or as downloadable PDFs from the technical resources section. For safe installation, always consult the Bilstein installation sheet for vehicle‑specific torque values, mounting orientation and ride‑height procedures. If a document is missing on the web page, request it via support — the technician should supply the correct torque specs, spring preload guidelines and any special alignment notes.

Common failure modes and quick diagnostics: visible oil leakage and loss of gas charge indicate failure; excessive internal noise (knocking) paired with visual damage suggests bent piston rods or detached internal components; rapid change in vehicle ride height or one‑side sag typically indicates spring or top‑mount failure, not just the damper. For service shops, a practical rule of thumb is to measure ride height and damping force before replacement and to photograph mount points and bushings. Bilstein technical support will expect those diagnostics when triaging a claim.

Dealer/distributor relationships and commercial accounts

Dealers and distributors should register for a commercial account to access net pricing, order histories, and consolidated RMAs. Typical volume discounts range from 5% to 20% depending on contract terms and order volume; OEM programs and fleet agreements can include custom pricing, dedicated stock allocations, and lead‑time guarantees. To set up an account you will generally provide business registration, resale certificate (where applicable), and a credit reference — expect onboarding to take 3–10 business days once documentation is complete.

Inventory and lead times: commonly stocked items ship within 24–72 hours from regional distribution centers. Specialty or application‑specific parts (classic cars, motorsport kits) can have lead times of 4–12 weeks if manufactured to order. Bilstein typically uses regional warehouses to minimize cross‑border delays; always check the distributor’s ETA at time of order and include a buffer for busy seasons (spring/summer alignment and suspension upgrade months).

Escalation best practices and performance metrics

If initial customer service contact does not resolve an issue, escalate with the case number and request a supervisor or technical manager. Good escalation packets contain: case number, timeline, photos, diagnostic results, part numbers and the desired resolution (refund, replacement, credit or repair). A professional escalation should state the commercial impact (shop downtime, repeat failure) and any safety risk — these details speed up internal investigations.

Performance metrics you can reasonably demand: acknowledgement within 24–72 hours, interim status updates every 7–14 days for ongoing investigations, and a formal decision (repair/replace/credit) within 14–60 days depending on complexity. If a resolution exceeds these windows, request a written interim plan and an estimated completion date. For regulatory or legal issues keep copies of all communications and shipping paperwork; many warranty disputes are resolved by showing consistent, documented diagnostic steps and timelines.

Is Bilstein a good company?

In 2022, BILSTEIN competed in the categories “Sports suspensions” and “Coilover suspensions” and was able to secure 1st place in each. 64 per cent of readers saw BILSTEIN as the winner in the sports suspension category, while 55.3 per cent voted for BILSTEIN in the coilover suspension category.

Does Bilstein have a lifetime warranty?

Most of the BILSTEIN products available in the North American aftermarket are backed by our LIMITED LIFETIME WARRANTY for as long as you own your BILSTEIN products, while certain product categories are backed by industry leading warranties ranging from 90 days to two (2) years.

Can you service Bilstein shocks?

Bilstein strut and shock rebuilds start at $350 per shock pending condition of damper upon inspection. If Bilstein still manufacture a kit for your car we recommend replacement with new Bilstein shocks Vs. rebuilding them. If new Bilstein kits are no longer available we can rebuild your shocks.

Where is Bilstein headquarters in the US?

About us. thyssenkrupp BILSTEIN of America, Inc. employs approximately 800 extremely focused, driven and passionate employees in four different locations throughout the United States: Poway, CA, Mooresville, NC, Troy, MI and our only North American production facility located at our U.S. headquarters in Hamilton, OH.

What is 24 337052 Bilstein?

Bilstein B8 5100 (Ride Height Adjustable) 24-337052 shock absorbers designed for the Chevy Silverado 1500 feature multiple snap-ring grooves in the body allow for different spring seat positions, providing 0-2.5 inches of front lift with OE springs (depending on application).

How do I contact Bilstein customer service?

Details

1. 󱛐 Page · Automotive Manufacturer.
2. 󱛪 (858) 386-5900.
3. 󱤂 bilstein.com/en-us/contact.
4. 󱤂 bilstein.com.
5. 󱦁 Price Range · $$$