Jenson USA launched a new suspension service a few months ago. To mark this occasion, we’ve concluded an interview with Carl Tucker, who is a Service Manager.
Suspension service is not a new concept, but it’s mostly done by manufacturers or bike shops. But now, Jenson USA is here to join the action too.
So, here’s everything you need to know about the Jenson USA suspension service.
Tell Carl, what exactly is Jenson USA Suspension Service?
Jenson USA suspension service is developed to give the customer an OEM equivalent service of their fork or shock. Every component is carefully cleaned, inspected, and rebuilt with the proper specialty tools and by our UBI-trained mechanics. Our facility is set up with a wide range of service kits and oils as well as a nitrogen setup and a vacuum bleeder machine.
Read More: Buying Bikes From Jenson USA
Why and how often do I need my suspension serviced anyway?
Suspension service is important to keep your suspension properly functioning and to prevent damage to the internal working parts. Proper setup and working suspension give you the best traction and control while riding which ultimately keeps you having a safe and fun time on the trails.
But how often should the suspension be serviced? Mid-level service is recommended every 50 hrs. Fork: (fork seals + bath oil) Shock: (air can service + lube)
Factory-level service is recommended every 100/200 hrs depending on the manufacturer’s recommendation for your model. Fork: (fork seals, bath oil, spring service, damper service) Shock: air can service, lube, damper service, and fresh nitrogen/air charge.
What happens to a component that is not serviced in time?
It is our goal to get every component serviced and shipped out within 72 hrs of being received. Sometimes a component arrives with parts that must be replaced and we will notify the customer and order the replacement parts once approved.
This will cause a delay but we do our best to keep the customer updated every step of the way. With other delays, we may upgrade shipping to get your suspension back to you as quickly as possible.
Related: Mountain Bike Suspension – How Does it Work?
What are the different suspension services that Jenson USA offers?
We offer Mid-Level and Factory-Level services. A mid-level fork service includes a full cleaning, fork seal replacement, bath oil replacement, and functional testing.
A factory-level fork service includes full cleaning, fork seal replacement, bath oil replacement, damper rebuild, bleed, air/ coil spring rebuild, and functional testing.
A mid-level shock service includes full cleaning, air can service (exclude coil shocks), lube, and functional testing. A factory-level shock service includes full cleaning, air can service (exclude coil shocks), adjuster + damper rebuild, new damper fluid + vacuum bleed, Nitrogen/ air recharge, and functional testing.
What brands do you service?
We are currently servicing FOX, RockShox, Cane Creek, Ohlins, DVO, and Manitou.
How much does an average service cost?
Mid-level services start at $100 and Factory-level services start at $160. Services reflect a standard labor charge + the cost of the kit/s needed for the selected service.
Are parts included?
Yes, the service charge takes care of all the seals, small parts, and oil required for the selected service. If other components are broken or too worn and must be replaced outside of the regular service kit, the customer will be notified and additional parts can be ordered and charged once authorized by the owner of the fork or shock.
Do you also work with broken forks that need repair?
Yes, if you have a broken part we can check the availability and pricing of replacement parts. If the customer approves we will order and install the replacement parts to get your fork or shock back on the trail.
What happens in a fork service with Jenson USA?
A mid-level fork service includes a full cleaning, fork seal replacement, bath oil replacement, and functional testing. A factory-level fork service includes full cleaning, fork seal replacement, bath oil replacement, damper rebuild, bleed, air/ coil spring rebuild, and functional testing.
Is a fork service difficult to do yourself?
Most mechanically inclined people can handle a mid-level service on a fork with just basic tools. However, a factory service requires more knowledge and specialty tools such as proprietary spanners, clamps, and sockets.
How should the fork be packed for shipping?
In a sturdy box, taped up well with dense packing that protects all ends of the component as well as limiting movement inside the box.
How long until Jenson USA sends the fork back?
Your component should be serviced and shipped out within a 72-hour window of when we receive it at our facility.
Wow, that’s quick! What about the guarantee?
We have a service warranty or guarantee. So, if something happens or there is an issue within 30 days not related to riding or typical wear and tear, we will work with the customer to ensure the shock or fork is correctly serviced.
What is the best season (or month) to send the fork to a service?
I recommend keeping tabs on the hours that your components are being used and sending them in accordingly to the manufacturer’s recommendation for mid (50 hour) and factory (100 – 200 hours) service. Some prefer to wait for their off-season but for those year-round riders, time of year should be less of a concern, and component wear should take priority.
Thank you Carl for your time!
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I don’t think I’ve ever serviced any of my mountain bike suspension. Helpful article, will be looking into this