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Fox Shox Customer Service

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Fox Shox Customer Service

Old 01-17-06, 09:24 AM
  #1  
WD_40
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Fox Shox Customer Service

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!
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Old 01-17-06, 10:35 AM
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Originally Posted by WD_40
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!
I'll second that. They seem to put really good people at the phones. I've dealt with Mike Mooneyham there before and he went totally above and beyond for me. Glad it worked out for you.
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Old 01-17-06, 04:46 PM
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That's great to hear that you got excellent customer service from Fox. Unfortunately for me, I had the opposite experience from Fox Customer service. Took me and my LBS over a week to finally get a hold of someone at the Fox offices. Everytime I called I'd get sent to voicemail which was full and couldn't leave a message. I think I was more disappointed with that experience than with the fact that my DHX air puked all its oil out after only four rides or that my Fox Talas stopped working after two rides.
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