tell them to repair it under warranty
and skip the service you'll do that part yourself
and skip the service you'll do that part yourself
Super weird eshop response to a warranty claim
I have Suntour TriAir shock I've ridden for about 500km without problems, but it started leaking oil around the piggyback like crazy yesterday all of a sudden. The compression settings lever doesn't do anything anymore, and the shock does weird noises during travel.
I bought it from Bike24 and I am from the EU, so there is still warrany in place.
But!
When I sent them a message, expecting an easy warranty repair process or something, they absolutely stunned me with their reply:
I've never heard anything like that.
Are they really trying to tell me I am supposed to pay for repairing clearly faulty, broken or otherwise malfunctioning item that's under warranty?
Any ideas what the heck am I supposed to do now?
I bought it from Bike24 and I am from the EU, so there is still warrany in place.
But!
When I sent them a message, expecting an easy warranty repair process or something, they absolutely stunned me with their reply:
What the hell?Hello Jan,
Thank you for your e-mail. Please return the rear shock. We will forward it for a service/repair. Please be prepared that a regular service together with the warranty repair is on charges. Since we have only few cases of SR Suntour I don't know. Fox and RockShox usually charge about 160 € for a service depending on the age and state of the shock.
I've never heard anything like that.
Are they really trying to tell me I am supposed to pay for repairing clearly faulty, broken or otherwise malfunctioning item that's under warranty?
Any ideas what the heck am I supposed to do now?
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Yea I was like what kind of service, I didn't ask for that ****, WTF are you talking about?
The problem is they can just say it's my fault and I have to pay for the repair because of incorrect use blabla if they choose to. I'm not saying that's what they want to do, because it's a repurable eshop, but the reply is so damn weird I just don't know what to think.
The problem is they can just say it's my fault and I have to pay for the repair because of incorrect use blabla if they choose to. I'm not saying that's what they want to do, because it's a repurable eshop, but the reply is so damn weird I just don't know what to think.
What is the service interval on your shock? If it is over that then this is a pretty common practice. I dont agree with it but it is how the bike industry works.
Looks like there may be a language issue. I would explain again that ig failed suddenly with oil puking and is not a service issue. You might also try reaching out directly to SR Suntour.
I have just gotten a follow up email from them.What is the service interval on your shock? If it is over that then this is a pretty common practice. I dont agree with it but it is how the bike industry works.
The warranty repair would be free (IF whoever they send it to decide warranty covers the problem), but supposedly I would have to pay for the service because reasons, which is a problem for me, because I don't want that. Not for german prices anyway! The czech importer/distributor would charge about €40 equivalent for the "post season" service, but that might very vell be four times that amount in Germany.Hell no!
But what am I supoposed to do if they insist it's the only way to proceed?
The shock might be puking oil because common wear parts such as o-rings or seals reached the end of their regular service lives, so they would not be covered under warranty.
Likely all suspension manufacturers list such a short period of time between servicing, is that under regular use, that might be the period of time that a part could wear out to the point of affecting performance (most riders don't notice how much parts wear or lubes degrade until the point of complete failure that occurs well beyond the service interval, or they are able to ride well beyond the service period because they are not inflicting the shock to race level use/highest level of use within design parameters regularly)
The manufacturers also cover their butts by saying that service intervals can be reduced under extreme conditions (such as bike park, shuttling, racing, riding in dust or rain, ................. any act of terrorism directly or indirectly caused by, resulting from, arising out of or which is in connection with biological, chemical, nuclear or radioactive means, or acts of war
)
So it all depends on how long you are willing to be without your shock and cost of shipping as to whether or not you want to try warranty of just getting it fixed locally.
Likely all suspension manufacturers list such a short period of time between servicing, is that under regular use, that might be the period of time that a part could wear out to the point of affecting performance (most riders don't notice how much parts wear or lubes degrade until the point of complete failure that occurs well beyond the service interval, or they are able to ride well beyond the service period because they are not inflicting the shock to race level use/highest level of use within design parameters regularly)
The manufacturers also cover their butts by saying that service intervals can be reduced under extreme conditions (such as bike park, shuttling, racing, riding in dust or rain, ................. any act of terrorism directly or indirectly caused by, resulting from, arising out of or which is in connection with biological, chemical, nuclear or radioactive means, or acts of war
)So it all depends on how long you are willing to be without your shock and cost of shipping as to whether or not you want to try warranty of just getting it fixed locally.
Sounds crazy to me since I had a Fox shock with a similar problem(s) repaired twice during its first year of use, then not rebuilt until about eight years later. Initially, my LBS took care of the problem. The shock is now 16 years old (along with the SC Superlight) and has (probably) 30K miles on it since I ride three times a week for 15 miles or so.
I'd suggest you contact Suntour and see what they say. This is the downside of buying online, yes it saves money, but when something goes wrong where do you turn?
I didn't even save money, the shock was hopelessly sold out in my country, so I bought it from "neighbors"
I was thinking about having it serviced anyway, but such an oil leak AND not working compression could indicate bigger problem that might cost extra to fix that would normally not be paid for under warranty repair.
It's one big dilemma.
I was thinking about having it serviced anyway, but such an oil leak AND not working compression could indicate bigger problem that might cost extra to fix that would normally not be paid for under warranty repair.
It's one big dilemma.
Agree it's an issue of buying on line. I've had break issues, months after purchasing a bike, and my LBS was able to warranty them no issues or cost to me.
All that being said, I don't think it's unreasonable to request you pay for the repair if it's not covered by warranty. Suntour will be the ones who determine if it's a warranty issue or not. If not, there will be a cost to repair it and the online shop seems to be making sure you understand this.
All that being said, I don't think it's unreasonable to request you pay for the repair if it's not covered by warranty. Suntour will be the ones who determine if it's a warranty issue or not. If not, there will be a cost to repair it and the online shop seems to be making sure you understand this.
Not at all.Suntour will be the ones who determine if it's a warranty issue or not. If not, there will be a cost to repair it and the online shop seems to be making sure you understand this.
The eshop representative is trying to tell me I HAVE TO pay for extra service regardless of warranty repair or not.
They will replace the air can seals, unless you have already. That's a wear item, around here that's about $20-$30 for seals plus $30 for labor. Your only real option is to send it in, have them inspect it and if they charge you €40 for fresh air can seals (a wear item) you're good to go. Expect to pay shipping.
IF they want to charge you more, it's up to you. Either pay up and get the shock back in working order or don't. The TriAir should be a good shock, worth the money. Similar if not identical ti the DVO Topaz
OR fix it yourself https://tech.dvosuspension.com/wp-content/uploads/2018/01/topaz_fullservicev2.pdf
IF they want to charge you more, it's up to you. Either pay up and get the shock back in working order or don't. The TriAir should be a good shock, worth the money. Similar if not identical ti the DVO Topaz
OR fix it yourself https://tech.dvosuspension.com/wp-content/uploads/2018/01/topaz_fullservicev2.pdf
I just looked at the manual for Suntour shocks and they have a 100 hour service interval so arguably it should be a warranty issue at 500km.
They also have this warning:
Please note that your SR SUNTOUR rear shock is filled with oil and nitrogen. This
makes it impossible to open the rear shock without having the knowledge and the
special tools on how to carry out this task. Please do not try to open the rear shock for service issues, as this implies a very high risk of getting seriously injured. Besides this, you will not be able to reassemble the shock anymore. Opening the shock will void its warranty. If there is any problem with your rear shock, please consult a dealer and get in contact with SR SUNTOUR.
They also have this warning:
Please note that your SR SUNTOUR rear shock is filled with oil and nitrogen. This
makes it impossible to open the rear shock without having the knowledge and the
special tools on how to carry out this task. Please do not try to open the rear shock for service issues, as this implies a very high risk of getting seriously injured. Besides this, you will not be able to reassemble the shock anymore. Opening the shock will void its warranty. If there is any problem with your rear shock, please consult a dealer and get in contact with SR SUNTOUR.
Well that sucks. Leaking oil from the piggyback and non working adjustment knobs signals misuse or improper wear to these companies and their techs. It's as if to say "oh no way can our products fail in ways other than the engineers told us they would, this is a rider issue, our products are just fine". Even if you send it back, all the tech at whatever bench it shows up on has to say is "improper use" and they won't repair the shock at all, then pull some move like selling a replacement at reduced cost. I myself ride Fox stuff, so I'm not Rockshox fanboy, but I do admire that mostly all Rockshox products are built to be replaced and are by far the most serviceable suspension parts on the market. Maybe fix your Suntour and sell sell sell. Also maybe contact Suntour yourself since the internet can't fix your bike.
If they decide they want to replace seals without me explicitly telling them to do so, it's on them.They will replace the air can seals, unless you have already. That's a wear item, around here that's about $20-$30 for seals plus $30 for labor. Your only real option is to send it in, have them inspect it and if they charge you €40 for fresh air can seals (a wear item) you're good to go. Expect to pay shipping.
IF they want to charge you more, it's up to you. Either pay up and get the shock back in working order or don't. The TriAir should be a good shock, worth the money. Similar if not identical ti the DVO Topaz
OR fix it yourself https://tech.dvosuspension.com/wp-content/uploads/2018/01/topaz_fullservicev2.pdf
The air seals (no idea about the oil part as I never even thought about opening that) are perfectly fine and I never had a problem with air leaks.
Bottom line is, I have a clearly faulty shock that's under warranty and I want them to fix an oil leak and ONLY that.
I am pretty sure trying to force me to pay for extra service is flat out illegal.
Also I have no idea how could they even claim improper use when the only thing you can do with a shock is to mount it on a bike where it moves in exactly two directions....
What kind of junk is at end of service life in ~500km?The shock might be puking oil because common wear parts such as o-rings or seals reached the end of their regular service lives, so they would not be covered under warranty.
I've had excellent luck with B24's customer support on warranty issues so far. I would explain in very nice words that I find their response disappointing and that a brand new product that fails under regular use before the service interval should be fully covered by warranty or at least refunded. Mention that this does not align with their customer support reputation.
When it comes to opening a shock or fork, usually that means performing a clean up and oil change as well. I think that's what Suntour plans to charge you for and I agree with you that it doesn't make any sense since it was their product's premature failure that caused the need for servicing.
When it comes to opening a shock or fork, usually that means performing a clean up and oil change as well. I think that's what Suntour plans to charge you for and I agree with you that it doesn't make any sense since it was their product's premature failure that caused the need for servicing.
I ended up sending the shock in anyway despite feeling like talking to aliens through Google translate.
I simply ran out of patience and wanted to be done with this crap.
I have to say the last mail from them really didn't reassure me it was a wise choice.
I guess I will have to wait and pray to the bike gods.
Meanwhile I got way more sane response from Suntour itself.
I simply ran out of patience and wanted to be done with this crap.
I have to say the last mail from them really didn't reassure me it was a wise choice.
I feel like the guy was talking out of his arse without really knowing anything.I am sorry if there was confusion about the shipping costs. We do not charge you any return and forward shipping costs with the claim. I just told you for comparison sake that 40 € would offset the costs of shipping and handling that we have, associated with the claims procedure. Nothing you should worry about.
I cannot guarantee that the repair is without additional cost. You own the shock for more than 1 year, and a rear shock is a highly exposed item with seals, lubricants and so on that wear or deteriorate with use and storage. That is why most suspension manufacturers recommend an annual service or service intervals based on riding hours. Regular service is essential for proper function. A due damper service is usually not part of the warranty. If you are not willing to cover the costs for a damper service, we cannot register the claim.
I guess I will have to wait and pray to the bike gods.
Meanwhile I got way more sane response from Suntour itself.
Hi,
in this case the costs depends on the defect itself.
But if the oil loss will be connected to a defect sealing or something we will cover the repair as warranty.
So at least we have to wait for the contact from Bike24 if the will send it to us or not.
The latest contact was beginning of this year.
So I can not tell you anything more as the shock isn’t and wasn’t at our workshop yet.
Try to contact Suntour directly. I had an Axon fork that had a small issue and they were super helpful.
Fork was great BTW. Better than a Reba at half the cost.
Fork was great BTW. Better than a Reba at half the cost.
1 - 20 of 21 Posts
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