Kick ass service.

[Gabriel Zink]

So at Adrenaline we see all kinds of service from our vendors. Today I had a customer come in with a frok that had a travel adjust that dosen't work. It was a Magura Wotan on a bad ass Foes inferno, and about a week old. So I called Magura and was transferred to their work cell phone. Lonnie at Magura told me no problem and offered to next day air me a new fork for Saturday delivery so my customer wouldn't have to be without his fork. We actually had another fork in stock at the shop so they will send out a new fork when they get this one back. The bottom line is they were happy to fix the problem in a manner that would keep the customer happy.
On another instance a customer had purchased a bike with a Fox RP23 rear shock and a Float RLC front fork. After a couple of weeks the rear shock collapsed due to the " stuck down" problem. Fox was not taking in service work at the time and would not ship me the service parts to fix the shock at a small fee of $50 dollars because their shipping was down for 2 weeks for inventory. I had to call around to many other local shops to find a rebuild kit for our customers rear shock. The same customer came in two weeks later with a blown seal in Float RLC front fork. Once again Fox was not taking in service work but would sell me the parts to rebuild this fork for $60. These parts were ordered and after two weeks they still hadn't arrived. I called Fox again and was told that shipping was way backed up. I called the customer and he decited to upgrade his fork to a Talis RLC. The fork was sent in to fox to have the service work done and was returned to us in 6 weeks.

[dstepper]

That is nothing new for Fox. Anyone that has dealt with them much has simular stories. Maybe that is why PUSH is in business.

I am curious why someone would buy a Fox fork (except the 40) knowing that PUSH can make them better? Why are they not the best they can be out of the box and setup right by a bikeshop? It's not like there forks are inexpensive.


Not a Fox fan, Dean

[Schecky]

Yep, I've heard enough over time to shy away from Fox. I realize that their products generally work awesome, but the other things make me happy to have the Zoke.

[Waldo]

Originally Posted by Gabriel Zink

...Fox was not taking in service work at the time...

How in the hell does a company not take in service, especially when it's WARRANTY service??!!?? And how does such a company stay in business?

Speaking of kick-ass service, you guys at Adrenaline do a damn fine job!

[carbonman]

OK- I just read the thread from the guy re: getting his bike back from Garageworks and the noticed that they don't service some FOX products. Who and where is PUSH?

[dstepper]

Originally Posted by carbonman

OK- I just read the thread from the guy re: getting his bike back from Garageworks and the noticed that they don't service some FOX products. Who and where is PUSH?

PUSH Industries - Welcome to PUSH

Dean

[PHAT TIRE]

Originally Posted by carbonman

OK- I just read the thread from the guy re: getting his bike back from Garageworks and the noticed that they don't service some FOX products. Who and where is PUSH?

You should call Garage Works first as my shock that you were referring to was the only one they don't work on. Call Steve or Tracy there and I'm sure that they can get you handled. Shoot...maybe they'll send it to PUSH for you and install it on the return. Advantage to Garage Works is that you have to Pay shipping to and back from PUSH. But in my case I am still paying the shipping.