|   Fox Shox Customer Service | rb
Aug 9, 2002 10:15 AM | | There were a lot of posts on this board several months ago concerning Fox Shox customer service, particularly concerning problems with the Float rear shock, and I was one of those complaining. Rider e-mailed Fox concerning the common cavitation problem (the "squishy noise") and received a response from marketing manager Tom Floyd, which was posted here May 23 (Rider "Fox shock problems - A response from Fox" 6/14/02 6:37pm). My shock had already been back twice for warranty rebuild due to cavitation and what I thought was leaking fluid, and I was not able to get any satisfactory explanations from the people answering the phones, so I e-mailed Tom Floyd directly with my concerns. He responded the next morning and let me know that he would see that my shock was made right or else give me a new one. My shock was promptly rebuilt completely and the technician called me to explain everything. After talking to him, I now don't believe that there was anything wrong with my shock after the piston was replaced the first time. I won't go into the particulars here on why I thought I still had a problem, but once I was able to talk to someone knowledgeable, I was no longer concerned.
So what is the upshot of all this? Tom Floyd told me that he wanted to rebuild my trust in the company, and I certainly feel a lot better about things now. He also stated that they are going to work on the customer service issues; what sort of progress has been made, I don't know. I do know that he was definitely concerned with making me happy, so I'm optimistic that service will improve. Thought Fox owners might be interested... |
| Nice post | Photo-John
Aug 9, 2002 1:28 PM | | It's good to see someone giving credit where credit is due. Too often a company will get hammered for something and then we they try to take care of business everyone forgets to say anthing. So thanks for being a standup guy and letting people know.
I've also met Tom a few times and always got the impression that he was a man with integrity who really believed in the Fox Fork and was proud of his work.
John |
| |
