[Closed] FOX USA still not acknowledged the Mojo issue. Why are they hiding?

Hit a brick wall with mojo yesterday over a warranty on a fork on a bike straight out of the box. They have some spares but nothing for 2018 products & no suggestions for an alternative source

Just tell the buyer that mikewsmith says it's nothing to worry about and they should get on with riding their bike.

Well I'd suggest mailing fox usa at this s point, would be the sensible course of action or the bike distributor, it just goes up the chain.

Hit a brick wall with mojo yesterday over a warranty on a fork on a bike straight out of the box.

^^^^ agree, customer ges refund from bike shop. Shop escalates through their supply chain.

There's obviously a solution, distributor should be able to supply same bike or nick the fork off a different size model - but it's not a good experience for the customer and it's not a good look for Fox.

There's obviously a solution, distributor should be able to supply same bike or nick the fork off a different size model

Well I'd suggest mailing fox usa at this s point, would be the sensible course of action or the bike distributor, it just goes up the chain.

This gets you nowhere. I've tried emailing various addresses on the Fox website as well as asking for a warranty contact on both their twitter and instagram accounts. No response. Was about to try calling the US but then realised what I thought was only a one year warranty period is actually two so I have time to sit tight and wait for the new distributor to be announced to get my creaky csu replaced. Bit rubbish though, all it needs is acknowledgement and some guidance as to when the issue will be resolved. For the small number of people with warranty issues that can't wait it shouldn't be beyond Fox to arrange mailing to Europe for assessment/repair.

Are you trade or consumer?

Likelihood of getting said distributor to agree.....Bob Hope.

Yep distributor calls home office and elevates that or Fox direct and explains that the the new Pike is awesome.

Gets a bit more interesting when the bike has been used 😀

[url= http://singletrackworld.com/wp-content/uploads/2017/10/breaking-silverfish-uk-to-distribute-fox-racing-shox/ ]Silverfish[/url] apparently

they already distribute some of the other brands under the fox umbrella so not a huge surprise.

Excellent.

If they survived Evil they should be fine with Fox

man it's such a relief....
are fox paying out for emotional distress?

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they already distribute some of the other brands under the fox umbrella so not a huge surprise.

silverfish were absolutely shocking with a POS raceface headset I bought in 2007, never forgivenn them.

What sort of suspension servicing knowledge do they have?

going to be a big task to fill Mojo's shoes!
(now where is Loco...?)

I don't know why but I find that very disappointing. It seemed for a moment as if they were going to change the business model and there was a chance that Fox prices may come down as result of missing out the middleman but it seems it's just a change for changes sake, whether it be corporate greed or just a falling out/clash of personalities.

thepodge - Member
they already distribute some of the other brands under the fox umbrella so not a huge surprise.

Which brands are "under the Fox umbrella"? I only know Marzocchi.

Hmmmmm..

Experienced both ends of the silverfish customer service spectrum.

but it seems it's just a change for changes sake, whether it be corporate greed or just a falling out/clash of personalities.

and there was a chance that Fox prices may come down as result of missing out the middleman

What gave you that idea? Fox kit isn't priced high by accident

a chance that Fox [s]prices may come down[/s] [b]margins may increase[/b] as a result of missing out the middleman

Ftfy

My perception of Fox/Mojo was that you paid a premium price for a premium service. My perception of Silverfish isn't the same

[quote=Speeder ]
Which brands are "under the Fox umbrella"? I only know Marzocchi.

Race Face and Easton

legend - Member

What gave you that idea? Fox kit isn't priced high by accident

One can surely hope 😆

scotroutes - Member
Which brands are "under the Fox umbrella"? I only know Marzocchi.
Race Face and Easton

Well I didn't know that. Though I very much doubt there's any savings to be made given the quantities involved they'll all be separate shipments from very different factories.

Rubber_Buccaneer - Member
My perception of Fox/Mojo was that you paid a premium price for a premium service. My perception of Silverfish isn't the same

But only half of it I'd wager?

Rubber_Buccaneer - Member

My perception of Fox/Mojo was that you paid a premium price for a premium service. My perception of Silverfish isn't the same

DVO
E-13
Easton
Mondraker
Race Face
SDG
Turner
Yeti

Not exactly bargain brands

Still don't follow - what do Silverfix distribute that also comes from Fox

Race Face and Easton are part of the Fox structure

Not exactly bargain brands

Still don't follow - what do Silverfix distribute that also comes from Fox. Have they bought DVO while I wasn't looking?

Not exactly bargain brands

No, I'm aware they sell expensive stuff. I meant more that Mojo understood what they were selling, could work on tuning etc. Not just a distributor

[url= https://www.pinkbike.com/news/fox-race-face-easton-2014.html ]Fox Acquires Race Face and Easton Cycling[/url] - passed me by - or I forgot. 😆

Now I understand the flounce. Corporate streamlining. Long standing relationships and customer service be damned.

[quote=Rubber_Buccaneer ]Not exactly bargain brands
No, I'm aware they sell expensive stuff. I meant more that Mojo understood what they were selling, could work on tuning etc. Not just a distributor

I'd be thinking of tuning, even servicing, as something they could still do though. That just puts them into the same category as TFT. - unless Porter has a strop and decides he doesn't want to handle Fox products.

Rubber_Buccaneer - Member
No, I'm aware they sell expensive stuff. I meant more that Mojo understood what they were selling, could work on tuning etc. Not just a distributor

That could well have been part of the problem. Distributor doing direct sales at the same time as trying to sell to shops isn't a great approach (mostly for the shops). You won't be buying from Silverfish anyway, so you'll just have to go to the likes of TF instead

kimbers - Member
silverfish...

...What sort of suspension servicing knowledge do they have?

On the upside there's no guarantee silverfish will be doing any servicing. "We're not paying for warranty work any longer, replace it and return it to us" type approach could certainly have been enough to upset mojo [but would work fine for most distributors.]

On the upside there's no guarantee silverfish will be doing any servicing.

And no reason why they should. Just have a one employee dealing with difficult warranty work.That would mostly be just approving an exchange and the return of the old unit to Fox Europe.

Then set up a chain of 'Authorised Fox service centres' (in existing bike shops). No conflicts and no direct sales to the general public.

Win Win - well for Fox anyway

Well I imagine the details will come out as they go, be interesting to see whats going on

So as Fox own Marzocchi, will that be leaving Windwave for Silverfish too?

unless Porter has a strop and decides he doesn't want to handle Fox products.

They've indicated they'll continue to work with Fox stuff. They'd be daft to refuse to make money tuning Fox stuff, as they're supposedly very good at it.

So as Fox own Marzocchi, will that be leaving Windwave for Silverfish too?

Looks extremely likely, eh? It's been hinted that Marz is coming back as a coil brand. I was hoping this might be at an X-Fusion/Suntour price level, but I'm not sure Silverfish handle "budget" brands? (putting it nicely)

They've indicated they'll continue to work with Fox stuff. They'd be daft to refuse to make money tuning Fox stuff, as they're supposedly very good at it.

I thought I might pick up a cheap shock body to fix a dead shock I have, they were still asking £50+.

Re silverfish I don’t think they are distributing Turner since the brand went direct sale.

going to be a big task to fill Mojo's shoes!
(now where is Loco...?)

Just messaged him and pointed him this direction...

Ironically, he's not that far! Bodmin area actually... Given he's by far the most qualified person in the greater Devon/Cornwall area to look after Fox products, maybe this will play right into his hands...?

Here's hoping mate! Come on Si... Stop flipping burgers and making cups of tea, start tinkering again! 😉

Have Mojo said they won't be doing tuning, service etc? Nothing stopping them doing the TF route and avoiding having to stock every fork and shock under the sun, let them concentrate on the value add stuff.