1999 V70 Cardone PS Rack part - Important

[JeffHicks]

Hi Jeff,

First and foremost I'm very sorry to hear of this failure but more importantly I'm glad to hear that your safe. At FCP Euro we take the quality of our offering VERY seriously. The reason why the review wasn't approved right away was that we have a system in place where all negative reviews get forwarded to the Product Managers. Upon our return to the office this morning, it was forwarded to me in which I not only approved it, but I immediately took the unit down from our site and emailed Cardone on the issue. Unfortunately this isn't something to take a chance on, so all remaining stock has been boxed up to be sent back to the manufacturer.

Again, I've very sorry for all the trouble on this, but you can be assured that we're handling the matter and its being taken very seriously.

If there's anything I can do for you in the mean time please feel free to reach out to me directly.
My personal email address is [email protected]

My sincerest apologies

Jason

Thank you Jason - that is exactly what needs to be done!

I'm fortunate that, when this happened, my wife & I were slowing to a stop. Like I said, had we been going highway speed, or on the Interstate, this would likely have been fatal.

Thank you for taking this matter seriously.

[abscate]

Mod note - renamed thread title to reflect part problem - Im not trying to hide that FCP provided this part, but in light of the experience we have had with them, and the efforts they are making here , I want the thread to focus on the problem and respect the business that is not at fault.

This is subject to Matts review and final say - lets NOT debate this here please.

[matthew1]

Perfectly fine action, Abscate.

[PeteB]

I hope that Cardone does some analysis on the failed part and process
improvement in the hopes that something like this never happens again.
I'd pay more to have premium parts used in the rebuild.

[bmdubya1198]

I hope that Cardone does some analysis on the failed part and process
improvement in the hopes that something like this never happens again.
I'd pay more to have premium parts used in the rebuild.

Me too. It would be nice to know there's some extra time going into making sure parts that are this critical to safety are rebuilt properly.

By the way, the title says "1999 V7."

[abscate]

Thanks , looks like we have a mUROderator lurking in the Volvo OEM team

[JeffHicks]

Update: I continue to be underwhelmed by both FCP Euro and Cardone.

First, I find it VERY telling that FCP Euro refused to post my negative review on this steering rack. I've heard from other (former) FCP Euro customers who said the company refused to post any negative reviews they wrote too. I heard from one other person who had a very similar problem with the rebuilt Cardone steering rack he had bought. The only conclusion I can draw from this is that FCP Euro is lying to their customers by refusing to post anything but positive reviews.

Second, FCP Euro continues to refuse to do anything but "we'll give you a credit AFTER you send us the old one," and Cardone's response has been, "send it it, we want to look at it."


Well folks, frankly, screw you! I have no desire to do that job over again, then spend another $100 of my money on an alignment, all because FCP Euro sent me a faulty steering rack from Cardone.

You'd think that a company whose product almost killed a man and his wife would be a little more accommodating than that.

[bmdubya1198]

FCP Euro doesn't seem like a company that would deny a CASH refund in a situation like this. Obviously, you would have to send the rack back before getting any sort of compensation, but they should offer you your money back rather than store credit.
This is clearly a serious concern, and what could have been a fatal malfunction.

[wizechatmgr]

Sounds like both companies want to take a look at it and make it right. It isn't unusual for companies to want the inventory/stock back before issuing a credit. They need to be able to return it to get their money back or to have a core to rebuild.

Cardone likely wants to tear it down to discover and potentially correct any issue that wasn't spotted during inspection, reassembly and testing. This may or may not lead to them changing processes such as tooling, re-manufacturing, QA and go/no-go jigs.

Did you happen to get a chance to take the power steering filter or reservoir off and check for chunks/debris? Any fluid leakage from the rack boots? Did you loose hydraulic pressure on the high side during or after this ordeal?

Unfortunately bad parts occasionally do happen. It sucks! At least everyone made it home safe.

[JeffHicks]

Sounds like both companies want to take a look at it and make it right. It isn't unusual for companies to want the inventory/stock back before issuing a credit. They need to be able to return it to get their money back or to have a core to rebuild.

Cardone likely wants to tear it down to discover and potentially correct any issue that wasn't spotted during inspection, reassembly and testing. This may or may not lead to them changing processes such as tooling, re-manufacturing, QA and go/no-go jigs.

Did you happen to get a chance to take the power steering filter or reservoir off and check for chunks/debris? Any fluid leakage from the rack boots? Did you loose hydraulic pressure on the high side during or after this ordeal?

Unfortunately bad parts occasionally do happen. It sucks! At least everyone made it home safe.

This was absolutely NOTHING like anything "power steering" related. It wasn't just that it became hard to steer. The rack literally pulled the steering wheel out of my hand as it cranked hard left, then locked. In over 40 years of driving I've never had ANYTHING like this happen to me.

But here's what really angers me: Obviously I'm not the only one who has had a problem like this with a Cardone rebuilt rack. And in BOTH cases, FCP Euro refused to post the negative reviews - reviews that could potentially have saved somebody's life. That's not just bad customer service, that's potentially liable.