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  1. #1
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    KS Suspension Customer Service is THE WORST in the industry

    I have a 6 month old 2013 KS Lev that's been ridden 1x week and worked great until it started slipping up 1-2" after being set in the position. Not to mention the red cover with a rubber gasket that dry rots and breaks quickly needing zip ties to keep it covered is horrible design. So I sent my seat post in 7 weeks ago and still don't have it back despite their website saying "most issues serviced same day". Well, apparently they're waiting for parts to be manufactured and shipped to the USA. No replacements available or offered, this company needs a wake up call. No wonder they don't have any social media sites for customers to share what really happens....thanks KS for keeping me off my new Santa Cruz for over 7 weeks! What a joke.

  2. #2
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    Are you telling me you don't have a regular post to use while that thing is getting warrantied?

  3. #3
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    Re: KS Suspension Customer Service is THE WORST in the industry

    FWIW, I sent in my LEV that needed some service and got it back in a week. 7 weeks is a bit long, though...

    From what I understand, their operations isn't as big as most others, so they might be loaded up right now. I'm sure the holidays don't help shipping times either.

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  4. #4
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    Sorry to hear about your trouble with both the seatpost and their CS. 7 weeks is very very long. I've had to send my I950-R to them twice and and got it back in two weeks both time. Considering I'm in Canada and they're in the usa, I was pretty satisfied.

    I would suggest you get a spare seatpost like a thomson or anything that fits so at least you can ride your bike in the meantime. Any ride is better than no ride.

  5. #5
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    Yeah, I usually have a spare post but in the process of thinning the quiver and spare parts. Not wise but prob gonna buy one this weekend if this post doesn't come home soon.

  6. #6
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    My frame as an interrupted seat tube so I bought that thing as a spare : Titec EI Norte 'Scoper MTB Prolite QR Seatpost 30.9mm 350mm FR/DH - Bikewagon

    Looks dumb with the double seatpost clamp and its pretty heavy but it does the job just fine.

  7. #7
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    7 weeks is definitely a long time to wait but I sure as shit wouldnt let a wonky seatpost keep me off my bike that long. Buy a cheap rigid post & go ride ffs.
    No moss...

  8. #8
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    Have you placed a call with them? How about before you ***** you do a little research. I am sure they will correct the issue with you.

    Sounds like you might be a little bit of a drama queen if you don't have a back up laying around.

  9. #9
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    I fully support the OP on this. When you send something to be serviced they should keep you updated especially if something unexpected happens.

    And of course there will always be some people who will play cool and speak about drama queens etc until of course they will face a similar situation.

  10. #10
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    I agree that 7 weeks is a long time for a warranty issue. Obviously we don't know both sides of the story, but it seems like if they didn't have parts in-house that they would just replace his post. After a couple of weeks, I would have called KS and asked them about the progress.

  11. #11
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    Quote Originally Posted by jonshonda View Post
    Have you placed a call with them? How about before you ***** you do a little research. I am sure they willing correct the issue with you.

    Sounds like you might be a little bit of a drama queen if you don't have a back up laying around.
    The trend of jumping on the OPs in these types of threads is stupid. He is just sharing his experience, no need to be a dick.

    I have also been waiting for KS to return my post. They have "only" had my post for 5 weeks. I talked to the KS rep and he assured me it was an easy fix, so I sent the post in and then received an email saying that they have no parts and no ETA. I call and email at least once a week and the story hasn't changed. I agree with the OP that this is very poor customer service. regardless of your operating size, it should be pretty easy to tell when you are running low on service parts and make sure you never run out. Communication with them is also very difficult. Emails are rarely returned and most calls go to voicemail.

    With any dropper post you should always have a backup and luckily my Reverb is still working great. I do miss the extended travel of the Lev, and the easy actuation.
    "Mi amor Nuevo Miércoles!"

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  12. #12
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    Of course I've emailed them, called and talked to them, etc. Hence creating some negative PR for them here and to warn others like me. It's a total joke, they have no inventory of replacements for customers. Really? What kind of operation maintains no inventory for expected defective parts.

    And I used a telescoping post about 10 years ago, was really great, just needs the remote for on the fly adjustments. And I used to have extra posts but just sold thru my backup bikes and parts...poor timing. Going to the store to buy a cheapie post and nudging my lawyer to send KS a letter about their lemon products.

  13. #13
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    I guess it's different for everyone.
    I have 4KS posts currently.
    KS has been excellent with service and warranty work when needed.
    All my emails were returned quickly and the work they did fixed the issues.
    Before I sent the posts in, I was told what the expected turnaround time would be.
    Posts were returned to me within a week of me sending the posts out.
    I've found KS to be very helpful.
    Two of my posts have been flawless.
    I've got one post going on 2 years of use(multiple rides every week) with nothing required other than normal maintenance.
    Two posts needed seal replacement very early in their life, and have been excellent once KS did the warranty repairs. Both of these were from one of the first batches of posts that KS brought to the US market.
    My LEV hasn't given me any grief.
    I've never felt lead on or been fed inaccurate info by KS.
    If a vendor told me that warranty parts were out of stock and there was no current ETA for replacement, I wouldn't have sent the item in for repair expecting a reasonable turnaround. If it was warranty work with an excessive delay, I would have asked from day one for a complete replacement item and not repair of the failed part.
    If it was non warranty service that was needed, then that's a different story. Supply chain problems happen.
    I ride KS posts because I have found them to perform well for a long period of time and to be very reliable throughout their service life.

  14. #14
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    Yeah, just getting the phone answered for quick question is almost impossible. Love the post but when it (i950-r) developed an annoying habit of not returning to a full and upright position the biggest assistance I got was right here. All info needed was found in the forums and the seatpost works great again.

    They are lucky that the it works so damn good 99% of the time.
    They could take a C/S lesson from Ibis.

  15. #15
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    Quote Originally Posted by steve86 View Post
    Yeah, just getting the phone answered for quick question is almost impossible. Love the post but when it (i950-r) developed an annoying habit of not returning to a full and upright position the biggest assistance I got was right here. All info needed was found in the forums and the seatpost works great again.

    They are lucky that the it works so damn good 99% of the time.
    They could take a C/S lesson from Ibis.
    KS really need to learn their CS from ibis.

    How I wish ibis make adjustable seatpost.

  16. #16
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    I've had no problems with them. My fixed i950R took less than two weeks.

  17. #17
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    They have had my post for almost 5 weeks now. I have emailed them numerous times and called. They finally responded and can give me no eta date. I will be selling when it comes back and buy another companies brand. I love the seat post and think they have a great product but their CS is lacking.

  18. #18
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    Quote Originally Posted by Calhoun View Post
    I have also been waiting for KS to return my post. They have "only" had my post for 5 weeks. I talked to the KS rep and he assured me it was an easy fix, so I sent the post in and then received an email saying that they have no parts and no ETA.
    Unacceptable. Did you ever get your post back from KS? I've read too many stories about customers waiting for weeks and months to get their post back from KS.

    They insist that their turnaround time is 24 hours, but I'm not buyin' it!

  19. #19
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    I did after 8 weeks, was ridiculous. I no longer use a KS post.

  20. #20
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    Doesn't Ibis spec KS on the hot new HD3? Maybe KS should outsource their CS to Ibis...
    Quote Originally Posted by sohnice View Post
    KS really need to learn their CS from ibis.

    How I wish ibis make adjustable seatpost.
    All bike, all the time

  21. #21
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    Sent my post for the third time in 1 1/2 years back in October, they shipped it back over thanksgiving to the wrong address after fat fingering the return address. 2 weeks of calling and e-mailing them every day I finally get a response from them, we don't stock posts, we put an order in at the factory, there is a 60 day lead time to get you a new post, which means I'm still probably at least a month away from getting a post back.

    Yes worst customer service in history, I'm now sporting a new Thomsen dropper, KS YOU SUCK!!!
    Go get that KOM "You Deserve" - http://www.digitalepo.com/index.php

  22. #22
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    I've had two KS Lev:s. Both have failed three times each. It took several weeks to get them back and they just failed again a few days after receiving them, "serviced". The third time I gave up and I sold them as defective, with a great loss.

    Now I run Gravity dropper with no problems what so ever. Will never buy a hydraulic dropper again.

  23. #23
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    Quote Originally Posted by Makten View Post
    I've had two KS Lev:s. Both have failed three times each. It took several weeks to get them back and they just failed again a few days after receiving them, "serviced". The third time I gave up and I sold them as defective, with a great loss.

    Now I run Gravity dropper with no problems what so ever. Will never buy a hydraulic dropper again.
    But damn they are ugly comparatively......................

    Then again, I will take ugly and working vs pretty and broke ANY DAY

    I've had a GD since 2009. I replace the cable, guides, boot, and a few seals once a yr or so. In all it costs $20 and an hr of MY time. No need to send it in.
    Lead by my Lefty............... right down the trail, no brakes.

  24. #24
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    Quote Originally Posted by poleary View Post
    I have a 6 month old 2013 KS Lev that's been ridden 1x week and worked great until it started slipping up 1-2" after being set in the position. Not to mention the red cover with a rubber gasket that dry rots and breaks quickly needing zip ties to keep it covered is horrible design. So I sent my seat post in 7 weeks ago and still don't have it back despite their website saying "most issues serviced same day". Well, apparently they're waiting for parts to be manufactured and shipped to the USA. No replacements available or offered, this company needs a wake up call. No wonder they don't have any social media sites for customers to share what really happens....thanks KS for keeping me off my new Santa Cruz for over 7 weeks! What a joke.
    +1, they suck badly. Called and only option was to leave message, left two, no call back. Sent them a couple of emails, no acknowledgement or reply. Absolutely horrible customer service, I will never buy KS. Dropper I have came with the bike.
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  25. #25
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    Man, this is sad to hear. A little over a year ago I had to send my i950R in for service. Had it back and working in well under 2 weeks.

    Then about two months ago I thought I had stripped the lockon clamp so I emailed them asking about replacement parts and it was like they didn't want anything to do with it.

    Seems like they wanna sell them and that's it. Too bad it's one of the better posts out there.

  26. #26
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    Complet opposite here - I have had 2 KS posts (i950, and a LEV).

    Both have been functioning for ages.

    I have done regular maintenance - take it apart every few months, clean, regrease - why, well why not?

    As for their customer service - yes, it does lick balls. Big hairy balls. Big hairy sweaty balls. My LEVs seat clamps were bent up - I wanted to BUY new ones. Endless emails to all sorts of different KS email address, zero fricken responses. Was terrible. Eventually I discovered that arts cyclery had small parts available, and bought what I wanted from them (for $20 - a good deal as far as I was concerned).

  27. #27
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    No luck calling them for 10 days now... I called again today, Jan 14. There is an old response message on Mikes phone from a week ago...

  28. #28
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    I had luck randomly calling other extensions until I got someone to answer

    They act like a company on the verge of going out of business to me.
    Go get that KOM "You Deserve" - http://www.digitalepo.com/index.php

  29. #29
    Oni
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    And this is why i haven't bought one of their posts. FWIW, one of the guys I. My riding group has had no problems after eighteen months. Another guy had problems within weeks but got it seviced really quickly by KS.

  30. #30
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    A buddy just told me he sent his Supernatural in for service work after a reliable 1.5 yrs of hard use... it was turned around within a week, they did work free despite it being out of warranty, even filled request for new dust boot... all no charge. They actually called him well after regular biz hours while working on the post.

    Sounds like great CS to me. Possibly they have some infrastructure issues they need to work through.

  31. #31
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    KS Suspension Customer Service is THE WORST in the industry

    I had a similar interaction. I never could get a hold of anyone at KS and ended up just sending my seatpost in. After about a week I got a call after hours to get clarification about my repair request. They took care if my issues and I had my post back shortly after.

    The guy that handles CS must also do the repairs. I guess it's a good thing he's fixing posts instead of yacking with customers. Haha

  32. #32
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    KS is a small service department. It's run by a 3 person team. 3 person running the operation is way understaffed. Between answering phone calls, emails, and rebuilding/repairing many seat post per day.
    They doing a great job. They've been looking to bring in couple of techs to help with work load. So be patience and just ride with a non dropper post.

  33. #33
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    Quote Originally Posted by tw0leftskis View Post
    KS is a small service department. It's run by a 3 person team. 3 person running the operation is way understaffed. Between answering phone calls, emails, and rebuilding/repairing many seat post per day.
    They doing a great job. They've been looking to bring in couple of techs to help with work load. So be patience and just ride with a non dropper post.
    That's sounds about as helpful as the advice a buddy got from an LBS when he took his bike in to be fixed. After waiting several weeks the lady on the phone said, "This is why everyone should have TWO bikes."

    Yeah, that was helpful. I've never been to that shop but certainly won't now...

  34. #34
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    I think they are improving. Had my LEV for couple of years. 1st year sent it back 4 times. Last year has worked great. Just bought a southpaw lever. It is the best dropper lever ever. One reason I went 1X on my latest bike.

  35. #35
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    Sent in my Lev DX 3 weeks ago. Got a response today that they were just waiting on parts and that it's shipping out soon. Other than the lack of a prompt response to my emails, the two times that I've gotten a hold of them they are very professional and have provided decent service. I've also heard that the are a little understaffed currently so hopefully once they ramp up they will have more opportunities to respond to customers more quickly.
    Last edited by HowardRoark; 03-23-2015 at 11:18 PM.

  36. #36
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    Just want to pile on here. I got a KS adjustable seat post on my GT Sensor. It has caused me to miss 8 weeks of riding since I've owned it. It sucks. Their customer support sucks. The first time it broke was because it somehow shipped with a carbon seat rail clamp that creaked a couple times after I had the bike for about six months, then completely disintegrated leaving me to finish my ride without a seat. 4 weeks (without the bike) to get the warranty work done. Most recently it started sagging and being sluggish to return to full height. The cartridge was blown, out of warranty. I spend $106 on a new cartridge and $60 to have it installed, on the test ride after the repair it broke again, this time where the cable connects at the bottom. Apparently KS knows this was a bad design and has since changed it and has a kit to bring it up to the new design. 4 weeks later I still don't have my seatpost. So I'm buying a Rock Shox stealth reverb. Don't waste your time with KS. They suck and so do their products.

  37. #37
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    Shopping for dropper. Will be leaving KS off the list.Thanks for the intel

  38. #38
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    your missing our on a great dropper I love my ks lev. Mine was factory on my kona and has been serviced twice. My LBS sent back for me and they fixed, replaced parts at no cost. There service is great IMO, just a lot easier when deal with lbs, 2 years with lev and its great

  39. #39
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    Had some sag in my ks dropzone 2 weeks ago. I am about 15 months into the 2 year warranty, and ks replaced the cartirdge and shipped it back all within 8 business days. I know some have had bad experiences with ks, but my experience has been all positive.

  40. #40
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    agree I think their service has gotten much better

  41. #41
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    Quote Originally Posted by larryniner View Post
    agree I think their service has gotten much better
    Not sure about that...I can't even get anyone to answer the phone.

  42. #42
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    Quote Originally Posted by cuff46 View Post
    Not sure about that...I can't even get anyone to answer the phone.

    Im still happy with them. I had my Lev fail twice. I just filled out their RMA/warranty form and sent it in. Both times I got it back in a week, free of charge.




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  43. #43
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    i thought this thread was 10 pages, but maybe there is another one on KS that convinced me a couple years ago not to buy one?


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  44. #44
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    Quote Originally Posted by cuff46 View Post
    Not sure about that...I can't even get anyone to answer the phone.
    They were hard to get hold of by phone, but I sent in my RMA and they replaced the cartridge and shipped it 2 day mail the day after it was received. Total of 6 days from when I sent it in to when I got it back. I don't know how anyone could do any better. It sounds like they have their act together. 5 stars for customer service for me.

  45. #45
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    My experience: Own 3 KS seatposts in past 5 years - 1 sent in for warranty. Had the dreaded sag - over 1/2". It was fixed and returned promptly. As a bonus, they even changed out the seat clamp for free because it was a little stripped. A1 service.
    All Mountain: If you are pedaling in your highest gears, you are doing it wrong.

  46. #46
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