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DO I HAVE TO PAY $360USD AND WAIT FOR 42 DAYS IF I WANT TO ACTUALLY RIDE MY ROCKSHOX FORK AND STILL BE ABLE TO ENJOY THE WARRANTY??
I am a novice rider and intermediate mechanic living and riding in Hong Kong. I am now very angry with the customer service I experienced with the local distributor of Sram/RockShox.
Short version of my story:
Local distributor would not allow me to DIY change fork seals, wouldn't even sell the fork seals to me and would charge $60USD and 7 business days to do the simple service. So in order to keep the warranty by follow the service guide, every rider living in Hong Kong using Sram RockShox forks has to pay $60USD and wait 7 business days every 50hours of riding, that's 2 months if you ride 6 hours a week. So, in 1 year, I should be paying a total of $60 X 6= $360USD and 6 X 7 = 42 business days without a fork to use.
Here is the full detail:
I bought a 2010 RockShox Revelation last year in December. This June, I thought that after 6 months of riding, it is about time to change the fork seals, so I contacted the Sram distributor to buy some fork seals. What I get in reply is : The distributor does not stock and sell any fork parts to any customers, all suspension has to be taken back to the distributor for any service, including changing fork seals. They said that it was to protect the warranty. OK, fine, so I ask them how much and how long would it take for my fork to be serviced, they told me $480HKD, that's about $60USD and 7 business days! This was totally unacceptable, so I of course didn't do the service.
So, now, after nearly two months, my negative air chamber started to lose air pressure overnight, I send the fork back to the distributor, they told me that the had never serviced the fork since it was bought back in December 2009, that's already 6 months, so that it means that they can actually reject my warranty claim, but they will MERCIERFULLY do it this time, but they warn me that if I want to keep my warranty, I have to send the fork back to service at least 50 hours of riding.
I am a novice rider and intermediate mechanic living and riding in Hong Kong. I am now very angry with the customer service I experienced with the local distributor of Sram/RockShox.
Short version of my story:
Local distributor would not allow me to DIY change fork seals, wouldn't even sell the fork seals to me and would charge $60USD and 7 business days to do the simple service. So in order to keep the warranty by follow the service guide, every rider living in Hong Kong using Sram RockShox forks has to pay $60USD and wait 7 business days every 50hours of riding, that's 2 months if you ride 6 hours a week. So, in 1 year, I should be paying a total of $60 X 6= $360USD and 6 X 7 = 42 business days without a fork to use.
Here is the full detail:
I bought a 2010 RockShox Revelation last year in December. This June, I thought that after 6 months of riding, it is about time to change the fork seals, so I contacted the Sram distributor to buy some fork seals. What I get in reply is : The distributor does not stock and sell any fork parts to any customers, all suspension has to be taken back to the distributor for any service, including changing fork seals. They said that it was to protect the warranty. OK, fine, so I ask them how much and how long would it take for my fork to be serviced, they told me $480HKD, that's about $60USD and 7 business days! This was totally unacceptable, so I of course didn't do the service.
So, now, after nearly two months, my negative air chamber started to lose air pressure overnight, I send the fork back to the distributor, they told me that the had never serviced the fork since it was bought back in December 2009, that's already 6 months, so that it means that they can actually reject my warranty claim, but they will MERCIERFULLY do it this time, but they warn me that if I want to keep my warranty, I have to send the fork back to service at least 50 hours of riding.