The initial communication is very important. Our experienced phone staff will talk to you about what you're feeling with your bike. We will also talk about what you specifically need as a rider, gathering the necessary details such as height, weight and age. We will explain what we know about your bike and how that translates to improvements in suspension performance. The more details you give us, the better we can customize a set up that is right for you.
At this time we will provide a detailed estimate, this estimate can be emailed to you to review. If you request a "call with estimate" once we have your suspension disassembled and inspected we will reach out to you for approval on the parts recommended.
During the initial contact all your details are saved in our computer system.
Shipping is not an issue; we can make it simple by sending you a box with all the materials needed to safely package your suspension components; additionally an optional UPS Ground return shipping label is included which is fully insured if used. See our shipping page for more details.
When your suspension arrives it is checked in, we will send you an email letting you know your suspension is with us. At any time you can reply to the email or call us with any questions you might have
The technicians working on your suspension have all the information you provided to us, along with the quote you were given. The Revalve setting is generated by our R&D staff in New Hampshire and saved in the system so it can be accessed on the shop floor.
The technicians final step is to apply new fork and shock stickers along with a custom setting sticker on your fork.
Once your suspension is complete, it is packaged with fresh material in a new shipping box. Unless other arrangements have been made at this point, we will call you with a final total and collect payment information. Factory Connection exclusively uses UPS for all return shipping and offers optional shipping insurance.
All of the used parts or springs replaced in servicing your suspension are returned to you for inspection. New stickers are installed front and rear and a Tri-fold with all of the suggested starting points is included. This Tri-fold also includes tuning tips for a variety of riding conditions.
It does not matter how big or small your question is we want to help. Sometimes you know the answer but just need reassurance; we are here for all those questions.
We want you to be happy and confident in your suspension. From correct instillation; to setting the sag and fork height, we are just a phone call away.
Do you have questions that are performance related? Are you considering clicker adjustments for different terrain? We are here to answer those questions. We want you to be 100% satisfied and we will not stop until you are...
We will follow up with you electronically around 2 weeks and 6 months after your suspension work is completed. This is in an effort to make sure everything is, and continues to work well for you.
What does this mean? At around 20 hours the oil in your suspension begins to break down, performance starts to go away; by 40 hours there is a noticeable loss of damping control due to oil break down and parts wear.
Ever wondered why you need to add more compression and rebound damping to your shock over time? As the piston band and o-rings wear, oil is able to bypass the piston and valve stack. What is the result? Damping control is lost.
Other items such as guide bushings, O-rings, oil and dust seals will also wear. Many of these items have an impact on performance while others prevent damage to other parts. Quality work at the proper intervals and service limits will keep your suspension performance top notch and minimize the chance of expensive repairs in the future.