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Video: Go Behind the Scenes at a Fox Service Center in 'Dialed'

Jul 22, 2020
by Ed Spratt  

bigquotesWhat's going on behind the scenes when you send your suspension in for service? Jordi and Jake hit the road to visit the service center in Reno, Nevada, and provide a look into this impressive operation. FOX

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  • 29 3
 Reminds me of the time I sent my Fox fork in for a full service only to have it returned without a travel o-ring. After reluctantly agreeing to let me send it back - they returned it with two o-rings installed.
  • 2 0
 Both on the same leg? Big Grin
  • 6 4
 you sent it back just for a travel o ring? Seems like buying one wouldve been a lot less of a pain.
  • 9 0
 @stumphumper92: and what about installing it?
  • 9 11
 @stumphumper92: Just use a zip tie
  • 9 4
 @GlassGuy: yup, have done that too. And why didn't they just send you one? If you made them take it back I probably would've also put double o rings on it just to f*ck with you lol
  • 15 1
 @lkubica: dropping your lowers is easier than adjusting your derailleur.
  • 11 0
 Fox Forks are pretty much unusable without the o-ring.
  • 3 0
 holy cow that is embarrassing
  • 6 0
 @Tmackstab: Doing a fork service is not that hard either. But guy sent it to be serviced exactly bacause he could not do it by himself...
  • 7 0
 @s-master: same leg! It was kind of funny. Like sending me back a middle finger.

And yes, I could have dropped the lowers myself but it was a spare fork I wasn’t using and I was kind of irritated.
  • 2 0
 Twice the travel
  • 4 3
 @lkubica: It's pretty easy.. There's plenty of tutorials on YouTube. Plus, it's way easier if you get a brand that allows you to service your stuff on your own. That's why I won't go to fox. I can break down my fork and shock and do a full service. It's really not that hard and I am not a handy person by any means...

OR Install zip tie, set yer sag, remove zip tie. Want to further adjust yer sag? Install another zip tie, set yer sag, remove zip tie. Repeat as necessary. Then when you get it serviced again have them replace it. Idk i think people need to spend more time tinkering with their own stuff. It's rewarding and builds your skill set.
  • 1 0
 @stumphumper92: a basic oil change on a fox fork isn't hard. I haven't gotten the courage to attempt an oil change on my float x2 shock though
  • 1 0
 @SnaggleNut: Yeah, the old RP2s and similar shocks were easy to do an oil and seal change on. I've heard the X2 is much more complicated but haven't tried myself yet.
  • 3 0
 @ibis88: Of course they put two o-rings on it - otherwise their inventory wouldn't match their service records.
  • 1 1
 @stumphumper92: Fox would be paying overnight shipping too if their "professional" service that your paying a premium for is making mistakes a youtube mechanic likely wouldnt.
  • 1 0
 @stumphumper92: I agree! Why should the job be completed if its free service?
  • 16 2
 Anyone else find it odd that they have an Avalanche sticker on the side of the machine used for cycling shocks @2:40 in the vid? Avalanche makes dampers that replace Fox internals.
  • 8 0
 I´m sorry to say.. that in Germany their service center simply sucks.. "if the customer sends the product in, we will find something that goes wrong, else.. they would not send it right!?" well, in Germany this is true after you send it back for the third time and after 15 emails, teaching you them what to look for and fix.. Else, every time the suspension comes back with -- normal signs of usage, service done -- that´s all.
As example, to get a Float X fixed it took me from March 2018 till.. yesterday.. after 5 requests to check it. I got it yesterday so I don´t know yet if it´s fixed Big Grin at least this time I got new Damping adjustment assy and new Eyelet assy.. let´s see

AH btw: it came back with the mounting kit damaged (chipped) and a small scratch on the piston... Big Grin Big Grin amazing..
  • 3 0
 I'm having similar issues when dealing with German service centers every day at work. I need a certain part, produce the part number, send them a picture with the part circled, describe it in the email, but alas, 75% of the time I receive the wrong part. I've had a customer with a faulty Magura Vyron seatpost that I had to send back to Magura 3 times. It's still not repaired and they won't reimburse us for transport costs
  • 5 5
 On the other hand, DVO suspension has excellent customer service. I had an issue with my shock and needed it served. I called and a person answered. Not a robot, directly to a person after like 2 rings. They had me send it out, took them about a week which is a bit longer than they told me it should take, ended up servicing it for free and paying for the shipping. I highly recommend DVO. Fox is overrated anyway
  • 1 1
 @stumphumper92: This is only true if you call them. Their service over email is horrible.
  • 2 0
 @provin1327: When I sent them an email they told me to call them. Any phone call will be quicker and easier to process than an email. They probably get a ton of them. I'd much rather get on a phone call than I would waiting on a reply to an email. Not sure why people downvoted. DVO is known for their excellent customer service. Must be fox fanboi's
  • 2 0
 @stumphumper92: Agreed, I've had to call them once but there are times where I would prefer to have a documented answer in an email that I can save and refer back to later. There is also the fact that their website is terribly organized and many of their service documents are out of date. Some, like the Onyx SC, are just flat out incorrect (look at the rebound and compression set up for the Onyx SC, it starts at 85 PSI yet their air pressure sag chart starts at 50 psi. So what do I set my settings to if I am running 60 PSI?). Same goes for the Jade coil. I have a 230 x 60 and they do not list the shaft depth for that stroke of shock in the service guide. They also don't even have a full service guide for the Jade, just a bleed guide. Another example, they have a full service guide for the Onyx but not a separate guide for just a lower leg service. They also have typos in their service guides, listing the wrong parts and wrench sizes. I think they make a superior suspension product but there are times when I have been frustrated with them because their documentation and website are terrible.
  • 2 2
 @stumphumper92: Fox is way overrated seriously.
  • 2 0
 You are ruining my impression of German mechanical perfection.
  • 2 3
 @iamamodel: perfection doesn´t exist.. god is perfect... god is not on this planet ... simple syllogism
  • 1 0
 @iamamodel: Well we're discussing German customer service here, which is nearly on par with German engineering. Very nearly.
  • 1 0
 @opamp84: How does perfection not exist when God created all things?
  • 1 0
 @iamamodel: Man's disobedience introduced sin into the world, marring God's perfect creation.

Love exists, and pure love is perfect.
  • 1 0
 @opamp84: welcome back WAKI
  • 2 0
 opamp84 that's why I switched to RS years ago on my Yeti, and while SRAM was still in Schweinfurt it was much easier to talk to the support crew and have my stuff serviced. You are right, in some Countries you have to rely on other vendors as the OEM support is not that good!
  • 8 0
 I interviewed to work there as a service tech a few years ago right before that building came into use. Now I work as a geologist for a government contractor. Life changes fast...
  • 1 0
 there should be a reason behind this fast "change" ... mmm
  • 5 1
 and you probably make way more money. congrats!
  • 5 0
 Life changes fast? You are a geologist!
  • 7 1
 Always impressed with the service and quality of work from the Fox Canada team in Vancouver. Those guys are a pleasure to deal with and my suspension has always come back feeling dialed in.
  • 7 2
 That’s why I switched to DVO, they sell everything you need to service your fork or shock. They will help you over the phone, if your still unable to work on your suspension their then over is quick and not that expensive. Customer service is probably the best in the business.
  • 6 3
 Plus one. And the performance blows fox out of the water. Love the guys over there best service in the industry
  • 4 0
 Fox was very gracious recently and sent me a new dropper when mine disappeared during service. However, it was only after I called/emailed them after 4 weeks that they realized there was a problem. On another note, I love the X2, but may start getting it serviced at a smaller service center that keeps better track of things....plus with shipping it nearly costs $200 to get it serviced now. I think they need to figure out how to get it to about $125 with return shipping. Spending nearly a 1/3 of the cost of something on annual service doesn't seem quite right.
  • 4 1
 You should check out www.lonewolfsuspension.com he's a small specialty suspension shop here in CA
  • 2 0
 @inv3ctiv3: Thanks dude!
  • 1 0
 I've seen ads for Fox Shock service on Ebay for about that price I think. Not sure if they are trustworthy, but there's an option for ya.
  • 1 0
 @inv3ctiv3: Looks like a solid shop and good prices. Thanks man!
  • 1 0
 Ride it without servicing for 3 years, sell it and buy a new one haha
  • 6 0
 Freaking David wearing a Taylor Swift shirt for a Fox promo video. Legend.
  • 1 0
 He looks absolutely bored out of his mind. Yikes.
  • 1 0
 @rrolly: no he always looks like that Smile
  • 3 0
 The UK Fox service centre repaired my forks free of charge even when they were out of warranty. Absolutely outstanding service
  • 1 0
 Doing it over i would never have bought a 36. Performance is average at best. Its harsh and has little low speed cush. However, It doesn't creak and its stiff plus it makes a great chassis for the Smashpot i hope to install someday. I also wish getting parts was an easy task.
  • 1 0
 I'm jealous of the customer service Americans receive from American companies. Manitou is terrific, but the Dutch importer doesn't have the word service in its vocabulary, not knowing of the existence of fixes and upgrades.
With Fox, I had 4 experiences with the sole Benelux (Netherlands, Belgium and Luxemburg) Fox service center (Sabma). Summary:
1x they lost my fork for 3 months before they recovered it.
1x they said they fixed the broken Talas air spring, but it proved still broken on the first try.
1x they replaced the 3 position Talas air spring for a new 2 position one, but didn't say what they did to the fork. I had to find out which model year it was myself. To be fair, the air spring did finally work.
1x two friends of mine sent in their forks together, clearly labelled and with description of required work. They lost one fork and when they finally recovered it, they just threw both forks together in a box with my friends having to figure out which fork belonged to whom.

Let's just say I'm not impressed and we do our own maintenance now.
  • 1 1
 I love how everyone came here to shit on Fox in their own special little way. I for one only (willingly) ride Fox fear on my bikes. I currently have a “Super Deluxe Ultimate” that came on my DH bike until the 2021 X2 is available.... RS/SRAM named it with 3 words that mean the exact opposite of what it really is, GARBAGE!
  • 2 2
 Hey Fox, if you realize that it's a pain for riders to be without a bike for a week or two especially while waiting on warranty work to be completed, why not have a loaner program while working on someones stuff?? The customer gets to try out your latest and greatest and will be more likely to consider upgrading and the loaner program is an added value to buying FOX. Feels like a missed opportunity. For example, I have had to do warranty work on your fork, dropper, and rear shock in first 6 months of a new bike. Dropper and fork taken care of by you but was a pain. Shock did at local tuner out of pocket as I was not going to wait another two weeks without bike. Need to send in fork for creaking CSU but probably wont unless I find/buy spare fork to use meanwhile. You have great products and good customer service and a few missed opportunities to serve the customer better.
  • 7 0
 This would be an even bigger Cs nightmare. Steerer tube length for instance. Star nuts. Brake adapters.

Even if you sort all of that. Imagine the guy before you sends it to flat. Then another customer gets it and busts their teeth out. Fox is on the hook. That alone would wipe out any customers who try the latest and like it and upgrade in lawyer fees alone.

Not to mention the entire thing is a cost adder on top. Returns would be almost zero. Why would I return the fork? Do I get charged? Late fees?

This is wishful thinking. No industry anywhere does this for anything.
  • 1 0
 Managing inventory for loaners would be pretty hard. Having the correct sized steerer tube, making sure the product is 100% when it comes back (repaired and charging for the repair if it is not), being reimbursed for product that is not returned, and the manpower required just to staff the effort would make a loaner program difficult to administer and probably add to the overall cost of a shock/fork to support. Then, you are expecting customers to have the ability to install a fork/shock such that it's not damaged.

BMW offers loaners for motorcycles serviced through its dealer network and usually for no additional charge. So there is precedent in other industries-the same is true for other car mfg as well though it is not a common practice.
  • 1 0
 @ian408: that isn’t the same thing. The dealer manages that, not bmw. They aren’t crating and shipping a bike to a dealer for a service loaner. Also, they are not replacing and loaning a single component. If your AC goes, they don’t throw a loaner compressor in while yours gets fixed.

Really in the weeds but the shop giving a loaner bike while you get your shit fixed isn’t getting fox to ship a fork.

Erv, bring around, the loaner!!
  • 1 0
 @usedbikestuff: You said "No other industry anywhere does this for anything", I just showed you there are industries that do.
  • 3 1
 Did anyone notice the Avalanche downhill racing sticker on the shock Dyno? Even the fox guys know where you should really send the fork or shock.
  • 3 4
 HERE WE GO........ I sent my Fox 36 that I kept in mint condition since buying it in 2010. It is a TALAS 36. Fox repaired all but one tiny part they claimed they do not have any more. So the sent me back the repaired shock and charged me full price of 275 for the repairs[all i wanted was new bushings kit and cleaning].

The shock is functional and felt odd but still had 6.3" Fox said it could compress and stay at low setting at any given time so why charge me 300 bucks and not even offer a solution they just sent back with a bill
Fox Canada repair shop
  • 1 0
 Same happened to my TALAS. Broke, sent in, paid $275, got it back, broke on first ride, warranty claim, nada. This was back in 2013 so maybe (Hopefully) it’s different now.
  • 1 0
 @cuban-b: this was 2 years ago like I said same price but they claimed it will blow up if I ride it
  • 4 5
 Hey FOX,
Per the video: "When HE send the shock in, When HE rides .. When HE .." . UM,FYI: WOMEN RIDE BIKES TOO and WITH GNARLY SUSPENSION like the Air & DHX2, ... just ask my 13yo daughter whom raced Cat 1 Jr/Ex, and a hella lot of others ladies who killed it at the NW Cup#2 - at Silver Mtn, Idaho last week!
  • 1 0
 The amount of female riders I have seen at Silver this year is crazy! Used to be just a couple per season now its like 1 in 3! The significant others are finally wearing down to the constant "buy a bike!"!
  • 1 0
 "We will find a problem because he hasn't taken that shock off his bike if there's nothing wrong with it"

  • 5 3
 They must have moved the pile of creaky csu before filming started
  • 1 4
 I was going to mention something similar... even the 38's are creaking
  • 1 0
 @jaydawg69: I'm seriously interested to hear this creak on your 38. Are you able to post a video and give us a link? I'm not being dick I'm just really interested to see your set up and hear what's going on.
  • 2 0
 haha thought the same thing
  • 1 0
 Every fork I have had from Fox to Rock Shox has the creaky CSU issue after about 6 months of use
  • 1 0
 @TrinityTrevor: I don't have the fork but many others who have them here are reporting the creaking. One guy is either on his 3rd or 4th. I have a dc fork so not worried for me but a shame Fox can't make it work.
  • 2 3
 @jaydawg69: Nobody is on their 3rd or 4th Fox 38. Go away.
  • 2 1
 @warmerdamj: going far away from Fox but ask around.
  • 3 0
 @jaydawg69: creaky CSUs are a hoax! The overlords decree that you must consume the product of the douchebag gods. If not, I shall downvote you!
  • 1 0
 @jaydawg69: that's the custom tuned signature sound we are paying exta for!
  • 1 0
 Hell yeah! Dave is a legend, has the matching T Swift tatter as well haha!

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