progressive suspension customer support
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Road Captain
Joined: Dec 2011
Posts: 703
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From: poof
progressive suspension customer support
Decided to install my tour link today. Besides learning about all the heat shields and tricks in disassembling the exhaust on the rk I learned about a companys customer service. Everything went well with the install until I replaced the chrome dust cap on the pivot shaft. The hole has too much powder-coat or is tapered outward resulting in the tabs on the chrome cap will not keep it in place. I called progressive and talked with Nick who first suggested I get a big rubber mallet and pound it in
. After explaining a second time the diameter is not correct and the cap will not stay in place he offered to replace the part, after I send them this one on my dime. Not the kind of customer support I was looking for and calmly told him I did not feel that was acceptable and ended the call. I would have been satisfied if they would have sent one to me and included a label for return shipping, even if I had to provide a deposit. This is unacceptable. Either they need to change their product to work with the factory cap or provide their own cap. It's a minor item yet speaks reams about their lack of support to the end user.
I won't be buying anything from this company again.
I worked around the problem by re-configuring the tabs (reduced base diameter of the tabs and splaed them out some to grip better) and used some blue rtv inside the opening to keep the cap on. No rtv shows and I felt it looks better than duct taping it on. Glad I found out about their support prior to dropping greater coin on their monotubes as they are off my list. This act also validates my thoughts that I made the right choice buying Ohlins rear shocks that will be going on tomorrow, and now, can't wait for Ohlins front fork cartridges.
I won't be buying anything from this company again.
I worked around the problem by re-configuring the tabs (reduced base diameter of the tabs and splaed them out some to grip better) and used some blue rtv inside the opening to keep the cap on. No rtv shows and I felt it looks better than duct taping it on. Glad I found out about their support prior to dropping greater coin on their monotubes as they are off my list. This act also validates my thoughts that I made the right choice buying Ohlins rear shocks that will be going on tomorrow, and now, can't wait for Ohlins front fork cartridges.
Cruiser
Joined: Nov 2010
Posts: 124
Likes: 0
From: Morganton, NC
I agree with the phone (lack of ) support. I called to find out the best length for the spacer for their springs for my forks. In three phone calls, I got three different answers to the proper length. I think the third call got me the correct number. I had to tear them apart to put in the shorter spacers. I also got two completely different recommendations on viscosity of fork fluid. Not a good feeling to get so many divergent answers on what should be a simple subject.
Stellar HDF Member
Joined: Jun 2007
Posts: 2,928
Likes: 117
From: Ashby, Ma
Progressive sucks
Decided to install my tour link today. Besides learning about all the heat shields and tricks in disassembling the exhaust on the rk I learned about a companys customer service. Everything went well with the install until I replaced the chrome dust cap on the pivot shaft. The hole has too much powder-coat or is tapered outward resulting in the tabs on the chrome cap will not keep it in place. I called progressive and talked with Nick who first suggested I get a big rubber mallet and pound it in. After explaining a second time the diameter is not correct and the cap will not stay in place he offered to replace the part, after I send them this one on my dime. Not the kind of customer support I was looking for and calmly told him I did not feel that was acceptable and ended the call. I would have been satisfied if they would have sent one to me and included a label for return shipping, even if I had to provide a deposit. This is unacceptable. Either they need to change their product to work with the factory cap or provide their own cap. It's a minor item yet speaks reams about their lack of support to the end user.
I won't be buying anything from this company again.
I worked around the problem by re-configuring the tabs (reduced base diameter of the tabs and splaed them out some to grip better) and used some blue rtv inside the opening to keep the cap on. No rtv shows and I felt it looks better than duct taping it on. Glad I found out about their support prior to dropping greater coin on their monotubes as they are off my list. This act also validates my thoughts that I made the right choice buying Ohlins rear shocks that will be going on tomorrow, and now, can't wait for Ohlins front fork cartridges.
I won't be buying anything from this company again.
I worked around the problem by re-configuring the tabs (reduced base diameter of the tabs and splaed them out some to grip better) and used some blue rtv inside the opening to keep the cap on. No rtv shows and I felt it looks better than duct taping it on. Glad I found out about their support prior to dropping greater coin on their monotubes as they are off my list. This act also validates my thoughts that I made the right choice buying Ohlins rear shocks that will be going on tomorrow, and now, can't wait for Ohlins front fork cartridges.
I purchased a set of progressive 440s from them quite some time ago for another bike I own. Within the 2nd season one of the cartridges started to leak badly. So I called to take advantage of the "Lifetime Warranty." First I had to provide proof of purchase, so luckily I had my receipt, then I had pay full price for replacement part, so they would pre-ship me a replacement so I could take their defect off and send it back to them. Then the did give me credit.. but I had to pay for the labor, shipping, and grief from Progressive. The support guy on the phone, had a "tough ****, take it or leave it attitude."
No more for me, over rated products and lousy warranty and support policy.
Outstanding HDF Member
Joined: Oct 2007
Posts: 3,437
Likes: 15
i had the opposite treatment. I had 440's on my last bike and in 60,000 miles I had to have them rebuilt twice and both times all I had to do was send them back and pay shipping one way as they paid for everything else including return shipping my turn around time was fast. they ship return the same way you ship to them so if I would have overnighted they would return via overnight. I did have to provide proof of purchase but they tell you that when you buy them that warranty requires proof of purchase (can be reciept, check or cc bill). I had such good service with my 440's I bought 940's for my new bike. I wonder if it is luck of the draw on who you talk to when you call.
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JerseyDevil
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Feb 19, 2011 06:35 PM
