Do Not Buy Moog Springs

[TrueTexas]

Obviously, it is up to you to vote with your own dollars. For me, if I give a company my money, I expect to receive a product in good, new, undamaged condition. My recent experience with Moog springs now has me back to the drawing board on which springs to use for my build.

I ordered Moog 3226 and 3227 springs from different sources. When I got the first box which was drop shipped from Moog (Federal Mogul), I opened it to find that there was exactly zero packaging material in the box. The springs were loose and allowed to hit each other. There were old chips in the powdercoat, presumably from the factory to the US warehouse and then a bunch of new chips from when it left the warehouse to be sent to me. There are about 15-20 on each spring. I thought maybe someone had forgotten to add the packaging material. Ok, no big deal, I could just have them replaced. Or so I thought...

When I received the second box, I wasn't surprised to find the same thing. The springs were loose and all chipped up like the first set. Not as bad but 8-10 on each. Too many to let slide by

So rather than waiting for replacements, I called Moog this morning to find out if what I got was a fluke (or series of flukes). The representative said that she didn't know and I should get replacements to see if they come the same way. What??? I'm supposed to be your quality control. No thanks.

So, if you expect your springs in good, undamaged condition, then look elsewhere. I have historically been happy with Moog products and I'm sure I would have been happy with these, if only they didn't try to save $0.10 on skimping on a piece of cardboard to keep the springs separated during shipping.

Again, your money, your choice. I only share because I care

 

[Chris]

Wow, talk about a piss poor packaging job, sheesh! One chip might not bother me, but with as many as you're saying there are, (plus no packaging in general) it sound like someone at Moog isn't doing their job.

It's times like this where I'm happy I can order most stuff via Amazon Prime (not everything though unfortunately). I say that because their return policy is so good (and so lightning fast), that I know if anything like this ever happened, I could easily get my money back or get a super speedy return.

Of course like I said, Amazon Prime doesn't have everything, and that's unfortunate.

I've never had an issue with any of the Moog stuff I've used in the past, but admittedly, I've never used their springs.

 

[TrueTexas]

I ordered the fronts from Amazon. In process of setting up the return now. Cool thing is they will send UPS to my house to pick them up. Super easy

The rear set was from Advance Auto and the refund experience was better than Amazon. They refunded my money, gave me $20 in Speed Perks and said " do whatever you want with the springs" including trash or drop them off at a store.

 

[ranger101]

The rear set was from Advance Auto and the refund experience was better than Amazon. They refunded my money, gave me $20 in Speed Perks and said " do whatever you want with the springs" including trash or drop them off at a store.

Maybe my standards aren’t as high as others, but if I got all my money back, an extra $20 AND I can keep the springs... I’d be spending those Speed Perks on a couple cans of spray paint and call it a day.

 

[Jerry Bransford]

Springs are not a part to worry excessively about appearance on and powder coating is nothing but paint, Go buy a can of Rustoleum spray gloss or satin black paint and give them a coat or two, problem solved. Seeing the powder coating chips wouldn't have fazed me in the least, I would have hit 'em with a spray can and not given it another thought. It would have taken a whole lot less time than you've spent complaining about the problem.

 

[L J]

Springs are not a part to worry excessively about appearance on and powder coating is nothing but paint, Go buy a can of Rustoleum spray gloss or satin black paint and give them a coat or two, problem solved. Seeing the power coating chips wouldn't have fazed me in the least, I would have hit 'em with a spray can and not given it another thought. It would have taken a whole lot less time than you've spent complaining about the problem.

No doubt. While it's not the best packaging those springs are going to have chips in short order even if they are pristine at purchase.

 

[kmas0n]

Springs are not a part to worry excessively about appearance on and powder coating is nothing but paint, Go buy a can of Rustoleum spray gloss or satin black paint and give them a coat or two, problem solved. Seeing the power coating chips wouldn't have fazed me in the least, I would have hit 'em with a spray can and not given it another thought. It would have taken a whole lot less time than you've spent complaining about the problem.

Is this how savvy sends their stuff out? Half assed thrown into a box?

 

[TrueTexas]

Springs are not a part to worry excessively about appearance on and powder coating is nothing but paint, Go buy a can of Rustoleum spray gloss or satin black paint and give them a coat or two, problem solved. Seeing the power coating chips wouldn't have fazed me in the least, I would have hit 'em with a spray can and not given it another thought. It would have taken a whole lot less time than you've spent complaining about the problem.

I'm guessing that consumer acceptance of damaged products based on poor packaging is exactly the reason they chose to not invest the pennies to get their products to customers properly. If the paint was scratched up all over your brand new vehicle, would you accept delivery (or just hit it with some Rust Oleum)?

In past roles, I actually had teams of people responsible for packaging products for shipping efficiency, to prevent damage, and improving the out of box experience. So maybe I just expect a little more.

No doubt. While it's not the best packaging those springs are going to have chips in short order even if they are pristine at purchase.

I guess it's a miracle that my 20 year old stock springs don't have any chips on them, let alone 15 to 20. I wouldn't complain if I scratched or bung them up on some rocks or gravel roads but these are brand new.

 

[L J]

I guess it's a miracle that my 20 year old stock springs don't have any chips on them, let alone 15 to 20. I wouldn't complain if I scratched or bung them up on some rocks or gravel roads but these are brand new.

I guess ... you have a lot of time on your hands.

 

[TrueTexas]

Guess I'm just lucky like that. Btw- Painting them is not a time saving over just returning them.

My goal was to inform others on here as to what they will receive if they order them so they can vote with their own money. If the long shot is that companies like Moog get to read it, they can choose to use it to decide if they want to improve their customer experience as well.

 

[gaabbee]

Just a question, because I can't tell from pictures. Is that a powder coat finish or just primer? I ask because I did the zj steering upgrade and my moog parts came only primed. Maybe they don't pack as well because they figure they need to be painted anyway. If that is a finished product then shame on them.

 

[TrueTexas]

Just a question, because I can't tell from pictures. Is that a powder coat finish or just primer? I ask because I did the zj steering upgrade and my moog parts came only primed. Maybe they don't pack as well because they figure they need to be painted anyway. If that is a finished product then shame on them.

It is a powdercoat finish. They should come ready to install. I'm sure they came off of the manufacturing line with an almost perfect finish and would have stayed that way with a simple cardboard separator in the box. The boxes themselves have no damage whatsoever.

I agree. Shame on them for saving a few cents at the expense of the end customer

 

[Jerry Bransford]

No doubt. While it's not the best packaging those springs are going to have chips in short order even if they are pristine at purchase.

Exactly. If an exterior part like a fender came in dinged up I'd be upset too. Springs? Not a chance. I have more important things to worry about than chips in the powder coating in the springs which will get chipped up just driving around. Powder coating is not the tough finish some believe it to be. I touch up my banged up powder coating with Rustoleum in a few seconds. No big deal unless you need it to be.

Is complaining vociferously and sending the chipped springs back really a better solution than 2 minutes with a $7 can of Rustoleum? I personally think not.

Come on, it's just a spring and nothing more.

 

[Deuxdiesel]

Mine had a handful of chips and came loose just like the OP's. They have not progressed at all. A small bottle of paint and a fine brush will cover it up if you want it to look pristine.

 

[PatMc]

I see both sides of this...

On one hand, these are new parts that MIGHT get used in a salty part of the country, where corrosion protection is very important.

On the other hand, these are freakin' car parts. Suspension parts, no less....which usually get a bit of help from a prybar/spring compressor/hammer to aid in installation. If they weren't scratched or chipped when they came out of the box, there's a good chance they would be directly after installation.

When I worked for Centric, we'd get calls from prima donnas complaining how they have a scratch in the black e-coating on their new rotors and wanted a replacement set shipped because we failed to put a piece of protective packaging under where the tape gets cut or a warning sticker that said "do not use knife". It's a goddam brake rotor, put it on the car.

 

[TrueTexas]

Pristine is not my goal, its a Jeep after all. However @Jerry Bransford, I think you are missing the point. As I said in my first post, there are too many to let slide by. After all, these are new parts, not used or factory seconds from an outlet store. If there were only a few chips, I would paint them and move on but, there are 15-20 per spring. My point is that a simple piece of cardboard or otherwise put, care in packaging, would make customers much happier with their spend. Sending them back sends a message to Moog (if they are paying attention), that there is a problem somewhere along their supply chain. If they don't hear it, then oh well, there is nothing I can, or care to, do about that.

Writing a post to inform a community of enthusiasts about my experience is not a lot of work either. Whoever wants to accept them and paint any defects is more than entitled to do so. But folks have a right to know what to expect. As @Deuxdiesel said, the ones he received were also packaged the same way and chipped, but since it was only a handful, he chose to paint them and keep them. I don't have a problem with that and I would do exactly the same.

BTW - I also expect to paint the RS5000X shocks I ordered. Since I know to expect to do that from the feedback posted by others on this forum, for which I am thankful for, I wont be disappointed when they get here with a sub-par paint job from the factory. Why? Because I 100% know what I am getting.

Perhaps the title of my post was inflammatory but, it was meant to get peoples attention and it seems to have worked

 

[PatMc]

Sending them back sends a message to Moog (if they are paying attention), that there is a problem somewhere along their supply chain. If they don't hear it, then oh well, there is nothing I can, or care to, do about that.

I can tell you this to be fact: There will be no message that makes it way to anyone who can do anything about it at MOOG.

Federal Mogul does not sell direct through Amazon...I know who fullfills Amazon, regardless of from where the part was shipped...and they are not Fed. Mogul. When parts are returned through Amazon, who knows were they go....the majority of them don't make it back to the manufacturer. They get returned to some Amazon warehouse, and from there, who knows. They may make it back to the distributor warehouse, where they may simply get piled into a pallet of other returns to be auctioned off of thrown away, or the supplier rep may come by and simply issue credit and scrap them, or maybe they'll get sent back to the supplier, but I can tell you that in my previous employment with a parts manufacturer...about 5% of less of parts actually made it back to us...and those were the ones that we issued call tags for.

The way to reach them is to send a "tech" email in using a link from their website...that's the only way you'll reach anyone who might care.

 

[TrueTexas]

@PatMc I did that. I sent Moog/Federal Mogul feedback on their site and called them directly. That is what infuriated me about this, there was no reply to my email and the tech line didn't know or seem to care at all. They just said order another set and see how they come.

 

[Jerry Bransford]

... Perhaps the title of my post was inflammatory but, it was meant to get peoples attention and it seems to have worked

Next time get the forum's attention with something actually worth complaining and writing a book about. You spent WAY more time complaining than it would have taken to fix it.

And no, I absolutely did not miss your point which was more than obvious. IMHO you get "infuriated" entirely way too easily.

 

[PatMc]

@PatMc I did that. I sent Moog/Federal Mogul feedback on their site and called them directly. That is what infuriated me about this, there was no reply to my email and the tech line didn't know or seem to care at all. They just said order another set and see how they come.

Aren't corporations great?