I took vacation time last week and drove to Oregon, from So-Cal, to do some mountain biking (and to see friends). On the second day of riding, the Fox DHX 5.0 Air shock on my '06 Enduro experienced the all-too-common 'stuck down' failure.

I called Fox first thing the next morning and explained the situation. As I expected, they said to send the shock in, they would repair it and I would get it back in a week. I told them that I was on vacation in order to ride, and now I couldn't because their shock failed. I said I wanted them to overnight one, and I would put a deposit down if needed. The rep said he would see what he could do and would call me back.

About 15 mins later, he called back and said, "We don't have one in stock, so we'll build one up from parts and send it out to you tomorrow, UPS overnight. We'll charge your CC and give you a credit when you send the other one back."

Later that day, someone from Fox called and said they finished the unit early and it would ship out that same day. They also issued a UPS call tag for return shipping.

The next day I got a brand new shock from UPS, free of charge. Didn't even have to pay for shipping either way.

While the quality control in the DHX 5.0 AIR seems to be a little lacking, the customer service from Fox was exemplary. Kudos, Fox!