Having been really happy with my collective X-Fusion forks and rear shocks over the past few years. Ragging them, servicing them, fettling them etc I now find myself requiring a RL damper top section having snapped the Lock out shaft on a hard landing. Having worked on the fork sorting oil, seals and travel adjustments in the past this little job appeared to be be straight forward enough. I researched the issue and found others on the www having sourced the offending part at X-Fusion USA and physically back together. Easy! However, here in the UK it transpires. Upgrade the importer won’t sell any parts to dealers or suspension specialists and require the fork returned because they feel it’s beyond anyone else to do it how they like it done! I find this bewildering really.Anyone know of a way to get spares for X-Fusion forks? I personally don’t want to pay £100 to have some one else fit a £20 part that I can do myself.

I have a Sweep HLR that I’m very happy with have had no trouble with. This kind of thing is in the back of my mind as I like to do my own servicing and repairs.
Upgrade shooting themselves in the foot if you can buy elsewhere IMO.

Can you not buy from the US? Or do you have a friend/relative in the US who can purchase and then send it to you? Any Euro shops able to supply it?

How old are the forks?

My forks are over two years old so don’t think Warranty is an option but waiting for Upgrade to call me back to discuss that. I’ve messaged X Fusion USA to see what they say too. I’m sincerely hoping either come back to me with a reasonable solution. I will look elsewhere for a spare if this draws a blank. It’s a nonsense situation though that a popular product has such a poor after sales back up process. Not sure people would be so keen to buy, regardless of how good the performance is if you were made aware of the lack of support and the ensuing faff!

Sucks on the warranty but I can tell you you’re not the first to do this. It’s not what I would call a problem, but it’s not unheard of. If they were less than 2 yrs old it would be warranty IMHO. Try and speak with Liam at upgrade. He’s a decent guy and other than the hassle of shipping he’ll sort you out for a sensible price I’m sure.

Also can you contact x fusion direct and explain that this is making buying any more of their products a non starter? If others are doing the same then maybe someone will have a word with upgrade.

I’m sat here thinking…Thank goodness I didn’t buy an x fusion shock.

I don’t do much fork fettling but I do want to choose who fixes my kit. Just like servicing the car.

The lockout snapped off my Trace. I’m just going to live with it rather than spend £100 on a new damper assembly.

Nothing to add sadly other than I’ve had poor experience with Upgrade relating to spares/after sales/support. Interestingly related to X-Fusion forks too 🙁 Shame as the products are great! Puts me off buying any of the other brands they distribute.

When I needed a seal kit for my HiLo I found someone in Israel via eBay.

Upgrade ignored my emails, I assumed they wouldn’t supply the parts and went a hunting on my own.

Unfortunately seals are a simpler affair than internal fork parts.

Is the offending part simple enough that someone could turn a replacement for you instead?

I had the same issue trying to get parts.
Made my feelings known to Upgrade & had a local suspension wizard machine the part I needed.

Have you tried Tftuned?

I’m sure have a rl2 damper with a damaged foot nut from when I changed to a hlc damper.
I’ll check the garage in a bit.

Thanks Ben for the contact name I left a message for Upgrade to call me but I doubt they respond to voicemail given the consistent message of poor comms you guys have had. I’ll give Liam a go.

As for getting the part made, it’s not really an option with this because it’s quite a small an intricately lathed extension of the cartridge which houses all the lockout mechanism. What’s frustrating is it simply screws onto the top of the cartridge and bolts to the top cap to keep the whole thing in place. So from a replacement job point of view its relatively simple, as long as you are you’re proficient at dismantling and servicing forks, as most home mechanics are. It would take me half an hour to have it all back together, New oil and greased ready to ride. But instead I’m looking at weeks if not months of buggering around. Interested to hear from anyone with a good outcome with Upgrade I’m sure there must be some positives around, I’d like to balance this discussion and would be good to bring this up in my chat with them to appeal to their reasonable side?

Not tried TF Tuned- I’ll email them, but I suspect I will get the same reply I got from J-Tech Suspension it has to go back to importer, can’t get spares!

Hi Tish, if you have, I’ll buy it off you in a flash. Let me know.

Cheers

I have this

I also had nothing but poor service from upgrade, love my xfusion forks but I won’t be getting them again.

I sent a link to this thread to X-fusion.

I’m well happy I’ve just fitted a set it Trace RL2’s now.
Although I Haven’t cut the steerer yet…..

Tish, that’s the bad boy! The silver bit at the top of the gold bit is the section I need. Are you willing to sell? If so send me the whole thing. I guess the knackered bit is no good to you now?

I’ve emailed you if you want to converse that way. Good man

Ads678, you won’t be disappointed with your forks, and if they’re still in warrantyc and something does go wrong I’m sure it’ll get sorted by the dealer ok. I got a replacement CSU sorted in the my warranty period through 18 bikes. It’s the after, after service that’s a bit inconsistent.

Replied pal, just on my way out so I’ll check back after

Cheers Tish. Thanks everyone for contributing to this, hopefully X Fusion read it and take note. They just lost several sales!