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Submitted by
Terry Duff
a Date Reviewed: May 25, 2012
Strengths: SolidWeaknesses: Remote FunctionBottom Line: The remote operation mechanism for my brand new fork does not function as it should. It is severely flawed in design and operation. My bike mechanic, Mike Colonna, from Edge Outdoors, advised that John Valera, X-Fusion Shox sales/service manager, is instructing him to use a steer tube reamer to modify the remote to work as it already should. This tells us that the remote, and how it was designed to work with the shock, is the result of poor design and an issue dealt with frequently (given the response and instructions to remedy). Being that the remote assembly (your product) is to blame for this significant product malfunction and the result of design flaws, I think it would be more appropriate to correct this with a new, improved remote assembly; one appropriately suited for its intended placement, and the purpose/product for which it was designed. This is not an issue that the mechanic should have to repair, even modify the new shock to make the hardware work properly. Additionally, this is a new shock installed on my new race bike. I sold my other bike when this one was built with the X-Fusion shock. I cannot afford to be inconvenienced by sending the shock back to you, and thereby not having one available for me to use (I race every weekend). This is not something I should have to suffer for, especially as it is the result of your own product quality flaws. I will need a new, better made, remote assembly for immediately installation by my bike mechanic; or a replacement shock with the modified remote assembly pre-installed and ready to go. Once received, we would ship the current one back to you for review so that you may improve your future products. Please advise how you wish to proceed. I have put a lot of faith in your premier X-Fusion shock, the Velvet, and the many positive reviews I read regarding it. This is your product defect; a quick and respectable remedy is needed.
John Valera, the X-Fusion Shox sales/service manager, has been very slow to respond to my communications and outright refusing to make this right in any way other than me sending it back; which, as I mentioned before, is not possible due to being in the middle of race season. Furthermore, it is X-Fusion that should be inconvenienced to remedy a faulty product, not the customer. My desired resolution is to receive a new, better made, remote assembly, or a replacement shock with it pre-installed.
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