um...help me get angry...

[shiato storm]

I've said whats needed here:linky
but long story short is that suspension forks broke once 2weeks after purchase (these things happen), sent away/came back repaired. 2months down the line oil and air leaking out, sent away/came back last night (friday 23rd april). been using them best part of today and once again oil leaking out of them and suspect air also. have to be sent away = THIRD TIME IN LESS THAN 3 MONTHS!! which shouldn't be happening...

and I've started to compose a letter at them with the theme of "what the h*ll are you playing at? Sort it out"...
only thing is I'm not all that good at getting really lairy at people, or putting into writing how f*ed off I am, short of using fowl language which just wont get noticed at all.

so could use a few pointers at being stern/borderline rude but not going over the limit...cheers

here's what I have so far:

Dear Sir,

Following my first letter from 20th April (attached) I would first like to thank you for your prompt repair under warranty of my Float 80RL’s which were returned to me on the evening of 23rd April much to my delight. Unfortunately despite this though, I am also writing to notify you that I am extremely upset and disheartened by the development of apparently the exact same faults as those that occurred requiring them to be sent originally on the 20th April. Especially since these occurred within less than 24hrs of return to myself on the 23rd, which is simply unacceptable. Evans Cycles Ltd. is returning them to you with details and, to the best of my knowledge, shall be contacting you directly regarding the matter.

An oil leak is still present at the base of the air-shock leg, resulting in there being poor and unpredictable dampening control. Also the ‘sag’ of the forks continued to increase through use, despite increasing the pressure from 70psi (as they were upon return from repair) to 85psi the evening I received them. I feel it also important to note that there was an appreciable difference in the amount of sag at this pressure following return from service than prior to service, striking me as somewhat odd.

Having been repaired twice, due to a fault after only such limited use, and now being returned yet again after continuing to develop more problems, I am deeply unsatisfied with their poor performance and failings to measure up to their description as high performance equipment. I find it completely unacceptable that a pair of forks, as highly regarded as these, should develop these problems so soon after purchase and through such limited use. They do not live up to the high standards I expected of Fox Forx, and from personal experience of Fox Racing products. I would not consider for one moment that I could have used them beyond their normal capacity, especially not in the 24hrs since they were returned to me, given my riding interests, and being relatively light (70kg/155lbs) I doubt that the forks ever came under any excessive stress beyond their tolerance limits.

***I ran out of what to say here, can't the the wording of 'sort it out man' quite right...***


Yours sincerely, [utterly p*ssed off in fact]

any help be cool

[Tumble]

I'd just go on to say that at this stage, simply repairing them and sending them back is unaccepatble, and you would like the fork to be replaced thank you very much.

[DR]

Mention Trading Standards

[shiato storm]

mmm. just what I was thinking but in not as many words

[shiato storm]

how about this then:

....in truth I have been entirely unsatisfied with the lack of performance by the forks, thanks to unending problems since the original purchase date. I think at the very least a company of such reputation could afford me with a new pair forks as replacement as I am no longer satisfied with merely a repair.

*bling*

[TeePee]

Forget 'the very least' part and add something like:

'I am rejecting these forks, as they have failed to meet an acceptable standard.' They then have to send you a replacement and you can go the court route if they don't. Be more assertive!

[Steve]

The first too lines are way too cheery for a complaint.

I'd be more,

"I was impressed by the prompt return of my under warranty Float 80RL's. However, there was little more to be impressed with..."

[MD]

Make sure you get a note of the fork serial numbers BEFORE you give them back to evans, otherwise you won;t know if they do replace them lol

m@

[Tumble]

Make sure you get a note of the fork serial numbers BEFORE you give them back to evans, otherwise you won;t know if they do replace them lol

m@

hmm.. speaks much sense, does M@ttz... pay attention much to him....

[shiato storm]

yeah I have their serial no. its ok on that front...so will surely know

cheers on tips - can't help being so damn polite now can I?!

[shiato storm]

perhaps if I use my Dad's lovely nice letter headed paper too? oh, and did I mention he's a barrister (QC no less)?...worked last time, got the council trying to take tax off me when living in student house to tune of nearly £2000! one short letter from Dad and not a peep since. oh, and he writes the law on tax too, so I guess that helped a bit

good old dad.

[Nick]

Get them to 'fork' out for a better pair as compensation...

(sorry, but SOMEONE had to get that gag in there somewhere)

[subucni]

it might be worth mentioning exactly what you had done with the forks in that 24 hours, mention the fact of just riding along while coaching like you said in your other thread. that way they can't try to fob you off about the use of the forks because absolutely no forks should break under those conditions. i am quite surprised that they are fox forks though.

[shiato storm]

well, 75km's worth of riding? 10km on roads to boatclub, 35km following crews and another however many kms that adds up to 70-75km...no mountains, any off road done was on thames tow-path i.e. flat dirt trails for general use for people etc.. . so no real challenge on the forks then.

[subucni]

exactly, you should put that in the letter too. tbh, i'm quite shocked that it's fox, my rear shocks never given out on me, but anyone i've known who's had any problems with fox has usually had a great response from them and had it sorted straight away. Obviously not the case here though. compensation may be a good idea, even in the form of clothes if not a fork upgrade.

[shiato storm]

well with out the forks I have no bike to ride so I bl**dy well better get some out of it...otherwise I have a fight on my hands.

well, I've taken advice from various sources and have edited.changed around/severly deleted parts of my letter to try and get teh point across without being too rude, made it less personal but at teh same time to the point. less faff.
[though would love to give them the imagry of me looming over them with baseball bat...].
here's what I have:

"Following my previous letter of 20th April I would like to thank you for your prompt repair - under warranty - of my Float 80RL’s which were returned to me on the evening of 23rd April. Unfortunately I have to draw to your attention the development of apparently the exact same faults as those that occurred originally-(20th April). This is the third time that the forks have been sent away for repair due to faults, in less than three months from date of purchase, and this is unacceptable. Evans Cycles Ltd. are returning the forks to you with details and will be contacting you directly regarding the matter.

An oil leak is still present at the base of the air-shock leg of the forks. The bike shop took the forks in to check and agreed that some oil is seeping out of the base of the fork, and they are of the opinion that any oil coming out represents a fault.

Furthermore the forks felt incredibly soft and despite increasing the pressure from 70psi to 85psi, they still felt excessively soft, this was confirmed by the bike shop. Even at such high pressure a great amount of sag was present, which also appeared to progressively increase making the forks softer. Having the forks pumped to such high pressures and still feeling unusually soft, especially so given my light weight (70kg/155lbs), causes me to suspect a serious problem and/or design fault with this particular pair.

Having paid a great deal of money, for an intended top of the range product, I would certainly expect a higher quality and better performance than that which I have received. It is unacceptable that a pair of forks, as highly regarded as these, should develop such recurring problems. I will only be satisfied once these faulty forks are replaced with new ones.

I look forward to hearing from you...."

there is a lot i'd like to put in there, such as how it should only happen when riding on pretty much flat ground - regardless - even if I was on some heavy-duty off-road hike the same problems should not have occured. I agree its cr*p for them to happen on the flat but I feel its a rather moot point all the same. Either way I have given them my numbers and requesting that they contact me directly (as last time they did) and then I'll tell them all I want to. I'll have to hold myself back a bit though as I know getting all emotional over it just wont do any favours. no, I'll give them a day or two to get/read/digest letter and if no response then I'll go in guns blazing. I'm sure they do their best to repair things but clearly a repair wont solve squat so I have told them to replace the forks.