Fail: Rockshox Reverb

It’s time to tell the story of my Rockshox Reverb experiment.

UPDATED MARCH 21 with a resolution.

Background
I’ve been a huge proponent of remotely adjustable seatposts since the original Gravity Dropper. I strongly suggest that most riders adjust their seat height for different situations. In order of awesomeness:

• On-the-fly adjustable seatpost with a remote. That’s the best. You won’t believe how often you use it.

• On-the-fly adjustable seatpost with a lever under the seat. It’s not as slick on trail, but it’s easier to switch bikes. When I travel for NICA coaching, I bring my original issue Maverick with me.

• Quick release lever. It’s 2013 for goodness sake. I can’t believe people ride mountain bikes with bolt clamps.

Over the years I’ve spent significant time on Gravity Dropper, Maverick, X-Fusion and Specialized posts. So far the only post that has never become a liability is the Specialized. I currently own several Command Posts from various generations, and my two main work bikes have current Command Post BlackLites. By the way: I pay for these posts.

But people have been raving about the Rockshox Reverb. Because I believe so strongly in remote posts, and I want to be able to advise my clients and readers as well as possible, I bought a Reverb last year. I used my money. I neither asked for nor received a bro deal from Rockshox. The guys at The Fix Bike Shop installed the Reverb on my 2010 Enduro Carbon. The post felt great in the parking lot.

Fail 1:
I took the Reverb to Left Hand Canyon and … the post didn’t work. It went down and stayed there.

Thank goodness I have a Stumpy 29 with a Command Post BlackLite.

Brought the Reverb back to The Fix, and they bled the post. It felt great in the parking lot.

Fail 2:
I took the Reverb to Winter Park and … the post didn’t work. It went down and stayed there.

Thank goodness I have a Stumpy 29 with a Command Post BlackLite.

Brought the Reverb back to The Fix. They got a warranty rebuild kit from Rockshox and rebuilt the post. It felt great in the parking lot.

Fail 3:
I took the Reverb to Left Hand Canyon and … the post didn’t work. It went down and stayed there.

Thank goodness I have a Stumpy 29 with a Command Post BlackLite.

Brought the Reverb back to The Fix. Steve said they’ve been having lots of problems with Reverb reliability, and that Rockshox is clamping down on the warranties. Never mind that this post has never seen dirt. I asked him to contact Rockshox and see what can be done.

I have not published anything about this situation because I realize things happen, and every company should have a chance to work through issues. Well …

Fail 4:
Today The Fix called:

Rockshox says the post is beyond its one-year warranty (the serial number is from 2011), and they can’t do anything to help me make the post work.

Never mind that the post has never been ridden, and that Rockshox has been contacted at least twice about this specific unit.

I’m lucky enough to have other bikes, so these failures are more annoying than catastrophic. But I did spend hundreds of dollars, couldn’t ride a fantastic bike on sick trails, experienced extra stress and basically feel ripped off. Not to mention the strain this puts on a small business like The Fix.

I suppose I’ll get the Reverb repaired (if that’s possible) and sell it. Cheap.

Lee

UPDATE MARCH 21

Today Mike at The Fix found out about this situation, checked the sales records and called RockShox.

He told RockShox while the Reverb might have been manufactured in 2011, I bought it in April 2012, and he would be happy to send proof.

RockShox said they will honor the warranty and send a new post.

Sweet! I did not expect this, nor did I want to ruin anyone’s day. I’m just another end user who bought a product from his local bike shop. Things happen. That’s normal. It’s cool to see people try to make it right.

This is one reason why it’s awesome to work with your local bike shop. I’ve been a customer of The Fix for years, and they’ve always taken great care of me (and I try to help them, too). In this situation, Mike’s knowledge of and concern for his customer (me) saved the day.

Thanks Mike!

Know more. Have more fun!

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