Update: October 2nd. SR Suntour contacted me and apologized for the delay and asked whether or not I would like to send them the fork for diagnosis. I've taken them on their offer and will update accordingly as soon as I hear more!
UPDATE: October 21st
My Duro fork is back on the bike and performing well. SR Suntour rebuilt the fork and refilled with oil under warranty.
My communication with Nick at Suntour was very prompt throughout the entire process. The fork was sent back to me VERY well packaged. To my suprise, it also came with an owners manual CD that contains all the owners manuals for Suntour products in electronic format. Fantastic! There was also a few stickers thrown in the box which, while it may not seem like a huge deal, I do love having extra stickers to plaster on things.
The guys at Suntour also informed me my fork was able to be upgraded with their newer RC2 damper cartridge which I will no doubt be ordering in the next few weeks.
Overall once SR Suntour was able to get ahold of me the entire process was very smooth and I'm VERY happy with the service they provide. They are one of the few companies in the industry that will respond directly to consumers without having to use an authorized retailer. Combined with the electronic manuals, fast response to emails and a website that actually provides useful information I would have to say SR Suntour is taking the biking industry in the right direction.
I have left my original complaint below for reference. I will finally be posting a full review of the fork in the next few days after I hit some trails.
Just thought I'd share my experience I had with SR Suntour.
I purchased a new bike that came with Suntour's Duro fork on the front.. this is a 150mm travel 36mm stanchion fork they are trying to market to the mid-high level market. All the specs seemed right so I pulled the trigger on the bike because it was just a fantastic deal.
I was excited to get a bike with plush, long travel (6" front and rear) so I pulled it out of the box and put it together. I notice the nut to secure the 20mm axle is missing. CRAP. Hardly Suntour's fault, I understand.
So I look up Suntour's U.S. web site and find there's a number for the support center. I call in and explain my issue that I need to purchase the nut or a replacement axle set. The gentleman on the phone was less than helpful as he directed me to go back to the website and use a form to "open a claim". So you call to order a part and get told to email them instead? Aggrevating, but whatever. So I did, exactly as I was told. A few days later, no response still. So I give up and go to a LBS who finds me an axle set from a Marzocchi that fits perfectly.
With that in hand, I rush home to finally put the front wheel on. I'm excited to get out on the road and I make it about 40 feet before I hit the first small bump and....
No big deal I think, I turn around and go back home to make sure it tightened the headset enough. Tension is fine, still clunks. Frustrated, I decide to make sure it's the fork before I start ranting. I take the fork back off the bike and do some quick compressions by hand. Sure enough, clunk every time you compress the fork fast. Brand new fork and it has a nasty clunk coming from the side with the rebound cartridge. I play with the rebound setting and notice changing the setting changes the tone of the clunk. Sounds like a broken damper to me.
Now, being that I got this bike heavily discounted because of a deep scratch on the fork I wasn't going to bother to fight Suntour to warranty it since I knew I could just buy a new rebound damper for <$50 and throw it in providing Suntour agreed it was the issue. So again I opened a support ticket on their website and 5 days later still had not heard from them.
At this point I just decided to throw in the towel and bought a Rockshox Sektor RLC to replace it, I'll throw this piece of junk on eBay. My original support ticket was created around 2 weeks ago and still has recieved no response.
It is my opinion that my overall total experience with Suntour products was piss poor and would highly advise against anyone buying Suntour products or bikes that come with Suntour products including this Duro and Durolux line which they can't seem to provide support for.
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