How long for a fork service by SRAM?

[steve_sordy]

On Mon 6th Jan (two weeks ago tomorrow), I dropped off the bike at my LBS (in the UK) for some work. While it was in I asked them to send the fork and shock off for a service. They are both Rockshox and still under warranty, so they sent them to SRAM. The shock came back in the middle of last week, but the fork is still showing as "in progress". According to the LBS it "could be middle of next week" before it gets to them! WHAT!!!! that is more than two weeks!

"In progress" where? Still in the SRAM workshop awaiting parts? Lost in the packing bay? Stolen? Lost somewhere in the courier's system? Kidnapped and destroyed by the Post Office because it has compressed air inside it? Lost in the LBS? Maybe the tracking system is broken? Where the bloody hell is it?

Every other time I have sent suspension off for a service the items were back within 5 days, ie drop off Mon am, back by Fri pm ready for collection at the LBS. But then I have never used SRAM before, always either Mojo (now defunct) or TF Tuned. love

Is this a normal turnaround for SRAM, is there a fork-related problem that is affecting other people, or am I right to be concerned?
Maybe my expectations are too high and I should just sit and wait - but for how long, until the trail runs cold?

 

[KennyB]

My Lyrik was sent off under warranty, compression not right, came back in a week.

 

[steve_sordy]

I called in at the LBS this afternoon (two weeks after drop off) and asked them for an update, got the usual "in progress" (they checked the SRAM system). I asked them to ring SRAM and they got the answer "despatched on Friday". So a delay in updating the system then, but still a week longer than the shock. No explanation was available for why it took so long. As the fork had not arrived today, then the earliest is Tuesday. Let's hope that they get right on it and send me a text that day to collect the bike.

 

[118]

Disappointing to hear this Steve. I've had forks serviced and returned within a week previously. Although that doesn't help you in any way I know... would you not be best to consult an independant suspension specialist, next time they need a freshen up?

 

[Eduardoramundo]

Try having a go yourself. Only takes 30-45mins and you need 3 different sized hex keys.

 

[steve_sordy]

Still no call and it's almost 2pm Tuesday!

 

[steve_sordy]

Try having a go yourself. Only takes 30-45mins and you need 3 different sized hex keys.

Yes, I'm embarrassed to admit that I have never opened up a set of forks!
I'm actually quite handy with tools. in fact many, many years ago I served a five-year mechanical engineering apprenticeship. I've had engines out of cars and stripped them etc. I know that if I attempted a lower leg service, that I would succeed. But in the last few years I've got to the "can't be arsed" stage when it comes to stuff like that, so I doubt that now I never will have a go.

I used to do all my own decorating, plumbing, wiring around the house. No longer! I pay someone else to do it instead. Surprisingly, I feel pretty good about it! More time for biking.

 

[118]

Or unicycle..when your forks take an age to return..

 

[R120]

I had a 4 week turnaround last may with SRAM via LBS for my foks and shock - wont be doing that again!

 

[steve_sordy]

Still nothing.

 

[Mikerb]

I got the impression when I had my forks sent to SRAM by the LBS that SRAM either have their own pick up/deliver service ( to and from the LBS) or possibly use a courier. Either way a good part of the delay seems to be with the pick up and deliver back rather than the actual time SRAM spend servicing the fork. Mine were at the LBS 3 days before they were even picked up. Then it was the weekend, give SRAM a couple of days to do the work taking account of work load, then another 3/4 days before the LBS get the fork back. I would rather use TF Tuned...3 day turnaround.

 

[steve_sordy]

Yep, TF Tuned for me next time.

 

[steve_sordy]

I picked up the bike today after a text msg mid morning. YEY!!

The reason for the slower delivery on the fork was that they "found a scratch of unknown origin on the air shaft" ie inside the fork. It was "replaced free of charge as goodwill." Hmmm, it was under warranty, and I've never had the fork apart. Anyway, its sorted now.

The LBS (Rutland Cycling) did not charge me for checking the motor and battery, nor for updating the motor software, nor for checking and cleaning out the Di2 mode shifter mechanism. There was also no postage charge, so either they didn't charge for that either, or it was included in the £100 per item service charge for the fork and the shock.

I had forgotten to take my Gorilla strap to secure the towbar rack clamp to the bike, so I asked for some gaffer tape to do the job. The nice man at Rutland Cycling gave me two ratchet straps instead, free of charge! I will still have those for many years to come!

 

[GrahamPaul]

The nice man at Rutland Cycling gave me two ratchet straps instead, free of charge! I will still have those for many years to come!

It's an age thing: you'll forget those too...

 

[steve_sordy]

It's an age thing: you'll forget those too...

Errrr....who are you again?