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

I think they prefer to be contacted by phone. This isn't entirely convenient given the time zone,but is not uncommon for USA companies to prefer a call over emails.

Do you have a warranty issue you need to get fixed? Try the German place.

I doubt they are hiding anything, but caught out by the speed with which Mojo moved on.

Thanks for starting a new thread... the other one seems to have been hijacked by people talking about Fox droppers.

2 thing p*** me off:

1. I have literally just bought a brand new set of Fox Factory Forks at full price. (Just before finding out about the Mojo sell off)
2. What happens if i find out my forks are faulty tomorrow?

Somebody give me some good news!

Who did you buy them from? Your first port of call is (as always) with the retailer and it'll be their responsibility to sort you out.

Who did you buy them from? Your first port of call is (as always) with the retailer and it'll be their responsibility to sort you out.

Sussed out

But I thought all warranty issues were referred to Mojo?

I really wouldn’t worry.

Okay if your forks fail NOW, you might be left with the choice of paying for a repair or waiting to see if Fox will warranty them, but I expect we’ll all get to find out next week who we can all blame for Mojo losing it.

I can see a lot of people being left in the lurch here. Likely example being this:
Customer has warranty issue, shop they bought it from have nowhere to send for the warranty, customer may kick up a fuss and demand a new item, shop have nowhere to buy a new item as the distributor no longer exists.

Maybe, but it seems unlikely to me that Fox have just decided to pull out of the UK.

Perhaps, just perhaps Chris Porter had a falling out with Fox and had flounced and left them in the lurch, but I doubt it, it all seems a bit backwards, but I suspect the UK Dist will reveal themselves any day, or Germany will become the European dist and they’ll deal with it.

If I proffered a theory it would be.
Fox wanted to repeat what they have done in Germany by buying the importer/service centre (possibly for peanuts as "what are you going to do without Fox?").Mr Porter told them to shove it where the sun don't shine (possibly as "you'll be screwed with no service centre for your stuff" and you don't want to argue with Chris 👿 ).
This would explain the speed in which it happened.The lack of any alternative offered.And Mojo dumping all stock peanuts.

I wonder how much of the uk supplied fox stuff came via mojo anyway. And if mr porter decided it's not worth being the warranty agent anymore.

This is of cource pure speculation.

But if he was getting bullied by fox and told them to bugger off then good for him

I wonder how much of the uk supplied fox stuff came via mojo anyway

Thats incorrect. Mojo only sold Aftermarket Fox products. OE stuff that comes on a full bike would have been fitted at the country of manufacturing which for most brands is definitely not the UK. I guess brands like Orange and Cotic may be the exception to this.

[b]uk[/b] oe was bought through Mojo

I’d bet it’s based on buyers location.

Orange who assemble their bikes here will no doubt be supplied by Mojo but I’d bet someone like Giant or Trek who assemble in the Far East have their stuff supplied there.

Tinglesrack There are some companies that actually manufacture bikes here in the UK that need to buy OE stuff from somewhere - that would have been Mojo.

I was thinking more the stuff that crc merlin etc sell rather than what the small volume uk bike company’s are buying.

There's no knowing where that stuff comes from.

Pretty sure a Redbull Foxhunt photo isn't the place to post your complaints to Fox. They will most definitely ignore that!

My logic for posting a comment on that Facebook photo was that its their most recent Facebook post and its not actually possible to post a on their page apart from as a comment to one of their posts.
They've disabled direct messages and the ability for people to start topics

I can see a lot of people being left in the lurch here. Likely example being this:
Customer has warranty issue, shop they bought it from have nowhere to send for the warranty, customer may kick up a fuss and demand a new item, shop have nowhere to buy a new item as the distributor no longer exists.

I can see why people who've bought aftermarket forks and shocks would be aggrieved though.

That stuff ain't cheap and they may have used Mojo and their rep for good CS as part-justification for spending almost a grand on a fork.

Now they're not gonna get that.

But I thought all warranty issues were referred to Mojo?

They were, but if the item you bought doesn't work properly through no fault of your own (within a reasonable period, etc, etc), then the shop you bought them from is legally obliged to sort it out. A bit of a pain, granted.

Customer has warranty issue, shop they bought it from have nowhere to send for the warranty, customer may kick up a fuss and demand a new item, shop have nowhere to buy a new item as the distributor no longer exists.

Then you'd be entitled to a refund, I believe.

Wherever it's forks, flights or Lord knows what... Large companies never seem to understand that silence or denial I'd never the best response and just end up making a potentially small issue a much larger one as it hints at ineptitude or cover up.

Cotic were definitely sourcing all Fox stuff through Mojo. Top level Cotic bikes are being changed to CaneCreek for 275, RockShox for 29, at least for now.

Is this still all in the hypothetical? Worst case retailer contacts fox directly (as retailers can probably do via a method not open to the general public) and deal with it. Best case mojo forwards the details on to fox.

It's been a week so untangle your underwear and go for a ride.

Worst case retailer contacts fox directly

You can leave a review however.

Just going to have to wait and see a bit I think.

On a slight side note. Is a shops warranty with mojo if they bought the product from them ?

In the same way as a customers warranty is with the the shop and not fox/mojo as such

On a slight side note. Is a shops warranty with mojo if they bought the product from them ?

The shop's backup is with whoever the current distributor / service centre is.

So is the sale of good act or what ever it is now different for retailers to wholesalers relationships than it would be for consumers with retailers ?

Consumer legislation does not apply to business to business transactions.

^^^ and indeed never has.

It’s not somthing I’d consider before so thanks.

Sorry op slight hijack

Large companies never seem to understand that silence or denial I'd never the best response and just end up making a potentially small issue a much larger one

Totally. I've been involved with much, much bigger firms who have the same head-in-the-sand attitude.

Though most would have at least put out a holding message by now.

Uk customers are safe. Under UK law the warranty is the shops responsibility to honour. If they cant get it fixed in a reasonable time period then you are entitled to a refund. I realise that puts the shop in the front line but thats the way the law is worded. The only people who could be in the lurch are those who bought them directly from Mojo if they cease trading. IF the company continues then they are still responsible / liable even if they are not the distributor.

Uk customers are safe.

Those who have stuff in warranty maybe. Those who have properly functioning out of warranty stuff who want consumables for servicing to make their kit keep working for its normal expected life time are not unless they can order bits from somewhere outside the UK.

In fact if you go back to the in warranty stuff it gets messier because if the kit isn't serviced on schedule (may need parts and consumables) then the consumer could end up in a void warranty situation.

Let's face it if you're a shop faced with a stack of warranty issues (through failure of the supply chain) and you're unable to deal with the repairs/cost of refund or replace you may have to fall back on the small print to save yourself.

Rorschach - Member

Worst case retailer contacts fox directly

And Fox US will do what exactly?

Those who have stuff in warranty maybe. Those who have properly functioning out of warranty stuff who want consumables for servicing to make their kit keep working for its normal expected life time are not unless they can order bits from somewhere outside the UK.

Plenty of If, when, could, might going on here

mikewsmith, I guess you didn't actually look at that link? Pretty much every common service part and lubricants are sold out 🙄

Those who have properly functioning out of warranty stuff who want consumables for servicing to make their kit keep working for its normal expected life time are not unless they can order bits from somewhere outside the UK.

I doubt mojo would have been holding more than a couple of months worth, so add in some panic buying and that's a few weeks worth. Fine and dandy if you've stocked up but if not you have to look elsewhere / get more creative.

I'm not panicking and I accept there will be EU sources for a lot of stuff but I still think Fox seemingly failing to make any attempt to reassure the market is a bad PR move.

Scotroutes nothing against the Germans at all. Quite the contrary actually, one of my favourite European countries in lots of ways. I assume (rightly or wrongly) it's mildly more faff to have to shop "overseas" and I feel I shouldn't have to go hunting across the EU for what must be a half decent market for Fox in the UK.

Although that website looks good. Dam you somewhere else to buy shiney things 😆

Lots of folk have been favouring the German sites for stuff anyway and it's really no more faff (until Brexit at least)

Well yes some availability has dropped since I posted the link, guess there is some panic buying going on there....
Though TF seem to have stock.
Yes it's a bad PR move, there should have been a statement by now, end of the world unridable bikes - not likely. Failure of the entire warranty process due to not having a seal kit this week? Unlikely
Fox providing options to real problems not hypothetical ones - likely.

Who did you buy them from? Your first port of call is (as always) with the retailer and it'll be their responsibility to sort you out.

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

Edit: Just read the above. I'm sure there will be solution eventually.

Just bad timing for now I guess.

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://singletrackmag.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?

[img] [/img]

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