Fox rear shock knob issue

Crocked

The blue lockout lever on the Fox Float DPS Performance rear shock seems to have shat the bed. There should be 3 settings, but it now will turn 360 degrees.

The "closed" and "trail" positions seem to lock into their normal location but the open lever position now has a softer lock and the lever will now go past it and then get a firmer lock further around. Indeed the lever will now rotate 360 degree's in both directions. It happened towards the end of a ride on Saturday so will need to check it out a bit more fully. It seems like it will fully lock out but I think then it's only giving me one of the trail or fully open suspension settings. Not sure which one though.

A google search doesn't throw it up as a common issue but seems like it maybe either a loose or broken grub screw.

I've contacted Canyon who supplied the bike but I'm guessing they will fob me off to deal with Fox.

Anyone come across this before. Dreading the "you'll have to send the bike/shock off for repair" and not see it again till the new year. It was only its second spin

Tenzor07

Crocked wrote: »

I've contacted Canyon who supplied the bike but I'm guessing they will fob me off to deal with Fox.

Bring it to https://www.expertcycles.ie/contact/ and they will fix it for you...

Lemming

Crocked wrote: »

The blue lockout lever on the Fox Float DPS Performance rear shock seems to have shat the bed. There should be 3 settings, but it now will turn 360 degrees.

The "closed" and "trail" positions seem to lock into their normal location but the open lever position now has a softer lock and the lever will now go past it and then get a firmer lock further around. Indeed the lever will now rotate 360 degree's in both directions. It happened towards the end of a ride on Saturday so will need to check it out a bit more fully. It seems like it will fully lock out but I think then it's only giving me one of the trail or fully open suspension settings. Not sure which one though.

A google search doesn't throw it up as a common issue but seems like it maybe either a loose or broken grub screw.

I've contacted Canyon who supplied the bike but I'm guessing they will fob me off to deal with Fox.

Anyone come across this before. Dreading the "you'll have to send the bike/shock off for repair" and not see it again till the new year. It was only its second spin

I had to RMA a Fox x2 Float Factory shock back in 2018 [in my case via CRC] for a completely different issue (nothing adjustment lever related) and what the order of business was that the shock went to CRC > Fox UK service centre > CRC > Me. Round trip was about 4 weeks all told.

bogmanfan

I can't help on the issue, but I'd imagine somewhere like Expert Cycles would be able to sort this for you. I realise the bike is under warranty, but if it's a small issue I'd rather pay a few euro to have it fixed locally than be without the bike for weeks.

Lemming

bogmanfan wrote: »

I can't help on the issue, but I'd imagine somewhere like Expert Cycles would be able to sort this for you. I realise the bike is under warranty, but if it's a small issue I'd rather pay a few euro to have it fixed locally than be without the bike for weeks.

For something as expensive as a rear shock or a fork, if it's under warranty, use the warranty until you can't. The risk is that a third party upon inspection will say "no this needs replaced or will cost n X €100 to repair" at which point Canyon will most likely claim you have voided the warranty and wash their hands of you. Expert Cycles may - I have no idea of their level of Fox service capabilities - think they need to send it off to a specialist Fox service centre for whatever reason in which case you are right back to square one except you're going to be charged by the shop for their time/efforts AND then by the very same service centre that the shock would probably have gone to under warranty anyway.

Or you may be lucky and it costs £20 to fix.

Food for thought, as much as we all love to ride our bikes and don't want to be without them for weeks on end.

Crocked

Yeah Ideally I'd like to do it as a warranty claim via Canyon/Fox. My concern is the lead time, as lemming said theirs took ~ 4 weeks back at normal business levels. But given the level of business bike brands and transport companies are experiencing currently then 4 weeks may be optimistic at the moment. Then you are right into peak Christmas delivery times and if there are any extra delays I'm into the cluster**** that will likely be moving goods to/from the UK come Jan 1st.

I had actually been talking to the lads in Expert Cycles a week or so ago on the phone about getting a wheelset built up but hadn't managed to get over to the shop to finalise things. Will drop into them to get that sorted this week and see what they say about the shock. They may well say go direct or that the cost will be too high, but if a relatively simple fix with low parts/labour cost than maybe worth it.

Ideally Canyon/Fox will offer to let me fix it locally to a set price but that's probably wishful thinking.

Lemming

Crocked wrote: »

Yeah Ideally I'd like to do it as a warranty claim via Canyon/Fox. My concern is the lead time, as lemming said theirs took ~ 4 weeks back at normal business levels. But given the level of business bike brands and transport companies are experiencing currently then 4 weeks may be optimistic at the moment. Then you are right into peak Christmas delivery times and if there are any extra delays I'm into the cluster**** that will likely be moving goods to/from the UK come Jan 1st.

I had actually been talking to the lads in Expert Cycles a week or so ago on the phone about getting a wheelset built up but hadn't managed to get over to the shop to finalise things. Will drop into them to get that sorted this week and see what they say about the shock. They may well say go direct or that the cost will be too high, but if a relatively simple fix with low parts/labour cost than maybe worth it.

Ideally Canyon/Fox will offer to let me fix it locally to a set price but that's probably wishful thinking.

I've put the two extreme ends of possible outcomes above, the likelihood will undoubtedly be somewhere in-between. From what I understand, my shock was just over a week with Silverfish.co.uk who are the current UK Fox service centre and the rest of the time was CRC processing it or in-transit. I believe it was sat with CRC for about a week & a half before being sent off to begin with, then sat around for a few more days on the other end before winging its way back to me.

For perspective on lead-times, TF-Tuned (who offer similar services at similar price levels although are not the official designated fox service centre) had said they were operating off roughly a week to process a shock through Covid down from three-day turn around, so real processing times may not be that much longer for an RMA.

In any case, have a word with Expert cycles and see what they think and what they reckon it might end up costing, then have a word with Canyon. Forewarned is forearmed as the expression goes.

Crocked

Spoke with lads in Expert, they'd need to strip it down, so not a simple cheap option. Literally as I was on the call to Expert Cycles the email from Canyon popped up on the phone. Unfortunately it needs to go to Silverfish in Newport for warranty. Seems a straight forward enough process though. Log the warranty on Silverfish website and Canyon send me a shipping doc to send the shock direct to Silverfish. So hopefully will only take couple of weeks point to point. Provided I don't totally destroy it taking it off the bike!

I swore I'd never buy off Canyon again after some poor customer service a few years back, but covid bike stocks meant I kinda had to go with them if I wanted a bike this year. Have to say, so far, their customer service is miles ahead of where it was 3-4 years ago.

Crocked

Got the shock back from Silverfish today. Everything in fairness was easy on the warranty. Slowest bit was the delay in Canyon organising the original shipping label but it was only an extra day. Silverfish received the part on Monday this week and back to me by Friday. All in all I only missed one weekend where I couldn't use the bike.

Looking at the document that came back it looks like they had to replace a screw and possibly a nylon washer. Seems like some cack handiness from myself maybe turning the lever wrong way caused the screw or washer to sheer.

bogmanfan

Fair play to Canyon, that's a great turnaround in fairness.

Crocked wrote: »

Got the shock back from Silverfish today. Everything in fairness was easy on the warranty. Slowest bit was the delay in Canyon organising the original shipping label but it was only an extra day. Silverfish received the part on Monday this week and back to me by Friday. All in all I only missed one weekend where I couldn't use the bike.

Looking at the document that came back it looks like they had to replace a screw and possibly a nylon washer. Seems like some cack handiness from myself maybe turning the lever wrong way caused the screw or washer to sheer.