contact an actual person at rockshox

aixelsyd · Jun 12, 2011

Cant help you there. I went through the same BS calling SRAM to inquire about warrantying a shifter. When I finally got someone on the phone they were upset that I wasn't a dealer calling because they only deal with LBSs not actual paying customers. Very lame policy IMO but they do make some good products.

scottishmark · Jun 12, 2011

If its just tech advice you need then TF tuned might be a better idea

chillindrdude · Jun 12, 2011

hows about Push Industries? they might be able to help you...

TheTruth · Jun 12, 2011

I find the lack of customer service in the high end cycling parts industry off putting and distasteful. This is the kind of **** that makes people start their own companies.

Iridemtb · Jun 12, 2011

Yea it is ridiculous. It's not like the company is not making enough money to allow customers to contact them. If I recall DT Swiss was like this too when I tried to contact them about something. They should have a customer service team. The company makes a product that people order over the internet, thrash on rocks etc... and then want to fix it themselves. They need a line for help.

End rant.

chillindrdude · Jun 12, 2011

i don't think it's high end...it's because SRAM is a HUGE company in the cycling world. I'll bet it's hard to get someone on the phone at Shimano. They don't give a flying fcuk about CS, because, so what if they lose you as a customer. Their market share is big enough that they can absorb losing you.

loco-gringo · Jun 12, 2011

Having to take some of the calls we take at the shop, I'm not surprised. It's crazy enough fielding local calls. I can only imagine it on a global level. Sadly...most of it is due to liability. If you are a billion dollar company, you don't give some meathead you don't know advice. You are just too exposed by doing so. It's sad, but it's what it is.

buildyourown · Jun 12, 2011

Maybe it's different outside the US, but SRAM/Rockshox doesn't do any CS or service anymore. They route all customers through the shops and then they send your fork to QBP, their sole US distro. You might try a phone call to a US shop. Or contact QBP directly.
It's not any different than any other large company. You don't call Honda if you have a problem with your Civic, you call the dealer.

DhDork · Jun 13, 2011

HippieTech << Hit up Jerry Vanderpool. He is a authorized service center for all the shocks/forks he works on, and is a real down to earth guy. Should have no problem sending it in to him and getting it back in working order, and feeling better than stock.

JeffKill · Jun 13, 2011

Not sure how much good it will do, but:

SRAM HQ Europe: +31-33-450-6060
SRAM HQ USA: +1-312-664-8800

descente · Jun 13, 2011

loco-gringo said:
Having to take some of the calls we take at the shop, I'm not surprised. It's crazy enough fielding local calls. I can only imagine it on a global level. Sadly...most of it is due to liability. If you are a billion dollar company, you don't give some meathead you don't know advice. You are just too exposed by doing so. It's sad, but it's what it is.

truth.

i work in the car audio/electronics industry and its the same thing. the lowest common idiot factor (not that you are one, sounds to me like you got a bad set of lowers). if the place you bought it from is gone 3 months after you bought it, i wouldn't be surprised if it was a B-stock item or fall off the truck special. lesson learned, buy as direct as you can to the manufacturer.

rockofullr · Jun 13, 2011

If the shop you purchased from was an authorized dealer then SRAM still has to honor it's warranty.

You may need to piss someone off at SRAM but eventually they will contact your local distro and have them take care of it. This is assuming that everything with your purchase was legit.

IH8Rice · Jun 13, 2011

descente said:
truth.

i work in the car audio/electronics industry and its the same thing.

i dont know what rinky dink company you work for, but its not like that in the consumer electronics field.

LOOnatic · Jun 13, 2011

IH8Rice said:
i dont know what rinky dink company you work for, but its not like that in the consumer electronics field.

IDK man i just had to warranty a JL audio bass amp and when i called them about it they cut me off mid sentence and stated that i would need to find a local dealer 1st and start again.
JL is not exactly rinky dink i dont think but maybe you have some really high standards.

As far as RS, i had a new fork blow up from this last year and i called the headquarters # and POLITELY asked for CS. After i stated my case POLITELY they told me to have my LBS call to get it taken care of.
In the end i received a new fork, a set of brakes, rotors 4 sets of pads and i no longer despise them for my troubles.
The key to phone help is being POLITE i might add.

IH8Rice · Jun 13, 2011

LOOnatic said:
IDK man i just had to warranty a JL audio bass amp and when i called them about it they cut me off mid sentence and stated that i would need to find a local dealer 1st and start again.
JL is not exactly rinky dink i dont think but maybe you have some really high standards.

that was never the case when i dealt with them or when i had customers bring in products that they didnt purchase from me. i didnt feel like dealing with their issue since they didnt buy it from me so we had the customer deal with the company direct and handle their situation.
JL is also not known for their CS, nor does one small company account for the whole industry. all major mfg's have teams of CS geeks sitting behind a desk staring at computers trying to answer joe schmoe's problem.

Colonel Angus · Jun 13, 2011

One more reason to buy Fox products. I have gotten hours of tech advice and free parts sent to me by their service department. SOme really cool mtn biking peeps work there.

jonKranked · Jun 13, 2011

Colonel Angus said:
One more reason to buy Fox products. I have gotten hours of tech advice and free parts sent to me by their service department. SOme really cool mtn biking peeps work there.

go say that in the DH forum, you'll get 30 people complaining about how terrible Fox's CS is :rofl:

bdamschen · Jun 13, 2011

jonKranked said:
go say that in the DH forum, you'll get 30 people complaining about how terrible Fox's CS is

That's because they all want support at a race. Every time I've ever called fox on the phone, it's always been quick and painless (after the 15 minutes of hold music of course).

rockofullr · Jun 13, 2011

bdamschen said:
That's because they all want support at a race. Every time I've ever called fox on the phone, it's always been quick and painless (after the 15 minutes of hold music of course).

Do they still have the awesome metal hold music? Blast that sh!t on speaker phone fool!

jonKranked · Jun 13, 2011

bdamschen said:
That's because they all want support at a race. Every time I've ever called fox on the phone, it's always been quick and painless (after the 15 minutes of hold music of course).

oh man the ridiculous tales that are told in the dh forum.

FWIW i've had great experience with Fox, both on the phone and in the pits

bdamschen · Jun 13, 2011

Yeah, come to think of it, I've never had an issue with fox in the pits either. Those guys are always down to help out.

And yeah, last I checked, their hold music is still awesome.

johnbryanpeters · Jun 13, 2011

ALEXIS_DH said:
hi, my totem is giving a new headache every weekend.

my local distro sucks balls.

anybody knows a number i can call at rockshox to talk to an actual person?
i already tried the info at the website, but rather than customer support, its purpose seems to be a buffer from customers.

a number to an actual tech support guy would REALLY be apreciatted

thanks!

So what happened/

HAB · Jun 13, 2011

jonKranked said:
oh man the ridiculous tales that are told in the dh forum.

FWIW i've had great experience with Fox, both on the phone

Interesting. I've called them several times, introduced myself, truthfully, as the manager of a shop, though one that isn't an official Fox dealer, and pretty much just got told to fvck off. More than once. On the flip side, I've had NOTHING but great experiences with Sram/RS. And I've called them about stuff a lot. Weird.

contact an actual person at rockshox

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