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Fox Warranty = blah!

2141 Views 23 Replies 17 Participants Last post by freeridefool, Aug 5, 2006

Cheers!

Discussion Starter · Jul 11, 2006

I need to vent and rant.

I bought a 05 Stumpjumper Disc Feb 2006. It had a Fox F80RL from specialized. After about 6 rides I noticed something was wrong. In that the fork would have flex in it when I braked hard. It got worse and worse, and at the point during the 24 hour summer soltice race I wondered if it was going to hold up. I took it to the shimano service tent and sporting life tent who provide the tech assistance to racers. They looked at it and thought the bushing was dead. I told them it's only been my 8th ride including this last lap for the relay race. They thought it was defective.

I took the bike into a local bike store for help. They looked at the fork and decided that the bushing was indeed bad. They offered to assist me by pulling the fork off and sending it into fox warranty in Quebec, since I'm a canadian resident.

2.5 weeks passes, Fox still has not fixed my fork. The shop told me they sent out a Fox rear shock June 7th and to this date, July 11th they have not recieved that shock back for another customer. Am I doomed? will the entire month of July be gone because Fox can't turn around my fork.

I'm pissed. I should've just rebuilt the 8 ride, sub 100 km fork old fork myself and say F U to Fox for their warranty. I purchased the bike before I moved so I can't drive back and ask the store I got the bike from for a loaner. The LBS store I went to who is helping me out with the fork doesn't have a loaner fork for me. Both of them are signed out for other fox forks who are also in for warranty.

I'm so mad! I want my bike back. The weather is perfect. I want to go riding. Are you hearing this FOX? I WANT MY FORK BACK! working or not! I want it back.

end rant.

1 - 20 of 24 Posts

smudge

· #2 · Jul 11, 2006

I wish I had words of encouragement for you, but your experience echo's my many with Fox. I had to send my 36 back to them three times and was only able to ride the bike 4 times from Feb to August last year due to the duration of time Fox had the fork. In one instance, I recieved my fork, pulled it from the box and discovered that the problem had not been fixed. They certainly haven't won any points with me.

Good luck.

Cheers!

Discussion Starter · #3 · Jul 11, 2006

smudge said:
I wish I had words of encouragement for you, but your experience echo's my many with Fox. I had to send my 36 back to them three times and was only able to ride the bike 4 times from Feb to August last year due to the duration of time Fox had the fork. In one instance, I recieved my fork, pulled it from the box and discovered that the problem had not been fixed. They certainly haven't won any points with me.

Good luck.

If it comes back broken still I don't care. I'm going to fix it myself. The warranty is bull $hit anyways, itt seems to be only good for 11 months of the 12 months as the fork sits at the fox sevice centre for a full month and maybe more.

TNC

· #4 · Jul 11, 2006

To start with, let me assure everyone I have no loyalties to Fox, Marz, Answer, RS, Cane Creek, or Progressive (RIP)...I currently own products from everyone of these guys. I'll buy whatever I think works well and move on to the next great thing when it comes along. And working at a shop, I only want to get problems resolved regardless of brand loyalty. I listen with interest to the many bad reports of CS from many of the prominent companies and cringe thinking about when my time in the barrel will occur. But oddly, I've seen very few personal or shop related horror stories in 10 years. Almost without fail these companies have always been extremely helpful and very timely. Please don't take this as some kind of skeptical take on the problems voiced by many posters reported on mtbr. I'm sure there are some knuckleheads who've been unjustly critical about a service issue and perhaps didn't report the whole story in their post...or they were just dumb enough not to realize the whole story. No...I feel that most of the reports given here are true and accurate, and that someone dropped the ball at the company or poor workmanship reared its ugly head. I consider myself lucky and accept it as that. It would be interesting to see how some of these stories went bad back at the factory, the order desk, the shipper, the parts supplier, or maybe even the wicked witch of the west, to lead to such bad service...or maybe it was just gremlins...LOL!

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tscheezy

· #5 · Jul 11, 2006

Fox turnaround (with shipping) is invariably one month for me. Never faster. It sometimes takes two trips to Fox for them to actually fix what is wrong. Not sure why that's the case. I have spare shocks and forks so I don't care that much.

be350ka

· #6 · Jul 12, 2006

The only time I had to use the warranty I had my shock back 10 days after I shipped it to them.

DGC

· #7 · Jul 12, 2006

More of the same

Cheers! said:
I need to vent and rant.

I bought a 05 Stumpjumper Disc Feb 2006. It had a Fox F80RL from specialized. After about 6 rides I noticed something was wrong. In that the fork would have flex in it when I braked hard. It got worse and worse, and at the point during the 24 hour summer soltice race I wondered if it was going to hold up. I took it to the shimano service tent and sporting life tent who provide the tech assistance to racers. They looked at it and thought the bushing was dead. I told them it's only been my 8th ride including this last lap for the relay race. They thought it was defective.

I took the bike into a local bike store for help. They looked at the fork and decided that the bushing was indeed bad. They offered to assist me by pulling the fork off and sending it into fox warranty in Quebec, since I'm a canadian resident.

2.5 weeks passes, Fox still has not fixed my fork. The shop told me they sent out a Fox rear shock June 7th and to this date, July 11th they have not recieved that shock back for another customer. Am I doomed? will the entire month of July be gone because Fox can't turn around my fork.

I'm pissed. I should've just rebuilt the 8 ride, sub 100 km fork old fork myself and say F U to Fox for their warranty. I purchased the bike before I moved so I can't drive back and ask the store I got the bike from for a loaner. The LBS store I went to who is helping me out with the fork doesn't have a loaner fork for me. Both of them are signed out for other fox forks who are also in for warranty.

I'm so mad! I want my bike back. The weather is perfect. I want to go riding. Are you hearing this FOX? I WANT MY FORK BACK! working or not! I want it back.

end rant.

Similar to what others have said........I have had a few times with my own stuff going back to Fox and did not see it for over 3-4 weeks. When customers get the long wait it sux. Especially in the maountains where we are the riding season is short. I have had enough problems in the past with all the Fox forx I had issues with, I finally sold the last of my Fox forx last summer and bought the 06 RS pike. Never been happier. Does not help you much, but if it continues to be a hassle, look for a fork with someone elses' name on it.
Nothing is perfect, everything breaks eventually, but with Fox the service flat out sux. Thats why I keep a corral of rear shocks on hand, including my old Romic.

Cheers!

Discussion Starter · #8 · Jul 12, 2006

It's my 1st mountain bike, so I don't have any spare bikes. A friend lent me his full suspension thin blue line with a 1998 rockshox SID fork and a similar era rear shock. To my surprise it actually rides pretty decent!

There are two reasons why I'm so mad about Fox.
1.) The fork is less than 100 km old
2.) Fox will not let the local bike store build it as it will void the warranty, it has to be via their own facility to honor the warranty. Seeing how the fork is less than 100 kms old and less than 3 months, I figured I would get some good customer serivce and get it back ASAP. NOPE.

=(

Looks like tried and true prevails with the 98 SID fork.

Ride On

· #9 · Jul 12, 2006

Stay away from Velocycle, Que. in Canada. Always a bad experience, guaranteed! Everybody at Fox has heard it from me, what I think about these idiots. Do yourself a favor, and send it to Cycleworks East, the next time you need Fox service in Canada.. If everyone did this, maybe Fox might eventually listen?

robdamanii

· #10 · Jul 12, 2006

Heh. Send it to Push, have it custom valved at the same time. Might cost some coin, but you'll have it back in 10 days and it'll be better than it ever was.

PeterThomas

· #11 · Jul 12, 2006

Try contacting Specialized - they'll probably sort you out.

Murchman

· #12 · Jul 12, 2006

I sent my 06 Talas 32 in to Fox USA as the Talas knob was just spinning and would not adjust anything on June 26th via 3 day Fedex. Today my fork is back and completely rebuilt and working great. Turn around time was pretty good.

ShortTravelMag

· #13 · Jul 12, 2006

I just got a 2007 fox fork, and read the manual - it says specifically that Warranty work will be turned around in 48 hours. So, if I have to send it in, I'm calling them up and speaking with someone about that. I'd expect them to honor that if they put it in writing.

Murchman

· #14 · Jul 12, 2006

You forgot three words from the 48 hour turnaround

"FOX RACING SHOX offers 48-hour turnaround, which may vary"

Cheers!

Discussion Starter · #15 · Jul 12, 2006 (Edited)

Murchman said:
You forgot three words from the 48 hour turnaround

"FOX RACING SHOX offers 48-hour turnaround, which may vary"

I sent it into the Canadian authorized service centre in Montreal, Quebec. It was either them or the one in Calgary alberta. Calgary was several thousand kms further than Montreal Quebec, so I thought it would be quicker if I sent to Montreal.

But now knowing what "Ride On" posted about his experience with this service centre I should've sent it to the calgary one perhaps.

FOX USA service must be a lot better than the Canadian service centres. Plus in the USA looks like you send it directly back to FOX. Whereas the Canadian service centres look like authorized bike stores who fix FOX stuff on behave of FOX USA.

I'm going to call specialized tommorrow and see if they can help me out. I'm not holding my breathe though. It may look like the entire month of July may be crossed off for riding. :madmax:

Murchman

· #16 · Jul 13, 2006

The big S helped me out with Mavic when they were taking over a month to get back to me on my Crossmax SL. After calling them up and explaining the problem within 4 days I had a brand new wheel from Mavic on my bike.

Cheers!

Discussion Starter · #17 · Jul 25, 2006

It's back it's back!!!! The bike store called me just now to come and pick it up tommorrow, the delivery truck showed up just before they closed the door.

Fork was sent out June 16th, 2006. It came back July 24th, 2006. The local bike store even checked off the box on the RMA paper work for 7 day buisness day turn around time... what a joke.

Looks like they pulled apart the entire fork and replaced the right side bushing. New oil, full rebuild.

Looks like it sat at fox from June 16th, to July 14th. So they did diagnostic, rebuilt the entire fork, re dyno it, from July 14th to July 20th, 2006.

BBW

· #18 · Jul 25, 2006

I know what you feel

My new Talas Had a creaky steerer since the second day of use. I sent it to Fox and they hold it for 4 weeks, then they send me a NEW ONE.

2006 model

I don't know if this is good or bad, I mean, mine was new and working perfectly except for the steerer/crown thing so I don't know if this one is going to develop another shieeeety problem...... I'll see with time since it has only 1 ride (city ride) and I fok my riding mood being without my fork for 1 whole month:madman:

So, maybe this could be my last FOX fork if I get a lemon again cause I don't want to deal with warranty issues and service!!!!

For know, kudos to Fox for giving me a new fork; Just try to make the turnaround time quicker and have a better service. It doesn't matter if you are making a great product if you don't back up your customers the right way!!!!!!!!!:nono:

Astroguy

· #19 · Jul 25, 2006

Fox forks are similar to Jaguar cars, you need to have 2 of them...1 on the bike so you can still ride while the other one is in the shop. Bet those Marzocchi Marathons are sounding good right about now?

BBW

· #20 · Jul 26, 2006

just right

This is one great analogy..:thumbsup:

Astroguy said:
Fox forks are similar to Jaguar cars, you need to have 2 of them...1 on the bike so you can still ride while the other one is in the shop. Bet those Marzocchi Marathons are sounding good right about now?

1 - 20 of 24 Posts

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