Hi guys. I want to be completely transparent with this issue. It may be a bit long winded but bear with me. Originally when we tested the Turbo S for all of our components we purchased one of the first cars available in Arizona. Certainly part of the first production run. We tested the car in all areas including mountains and trail riding near us in Flagstaff. Our initial results with the spring kits were outstanding and we had great response from our customers in all parts of the U.S.
After many months and over 300 spring kits sold for the Turbo S we started to hear complaints about stiffness in the front. We have documented 13 cases where the front of the car was stiff no matter what the adjustments or ride heights were set to. Of these, 11 were on the east coast. I am not saying these are the only issues we have seen but what I mean is these are the only ones that could not be made perfect with some adjustments. This many rough riding kits raised a red flag and we grabbed a couple more Turbo S's this week to check and test. What we found is interesting. There has been a production change in the Fox shock internals that is different than our initial notes from our shop car. This change is complicated to explain but in short it affects how the shock transitions from the plush mid stroke to harsh bump stage. It does not affect how our spring kit works when run fast or hard but it seems to make the slow speed chop and rocks harsher as we run different spring rates.
This change is not an issue for us when we do the internal shock work since our changes eliminate this running production change but it is clearly an issue when the spring kit is added with out the shock work. We contacted Fox to verify this change, which they did but what they could not tell us is when this change went into the Polaris production schedule or if it was an instant change or if it was phased into production as they ran through the original spec shocks.
So, to get back around to the issue at hand, we are currently re-testing our Turbo S spring kits on new cars this week and next week. If we can offer one spring kit that will do both high speed west coast terrain and have enough adjustment for slower, east coast trails then we will certainly do that. But if we can NOT then we will have to offer two kits for each discipline or even 4 kits (2 for spring only and 2 for spring and valving systems). Either way we will keep you informed when we are wrapped up very soon.
When this happens, we will replace any and all springs that are needed to upgrade your Turbo S kits so that the front is plush as promised. The number and style of springs will be determined by our current testing so just wait a bit for all of us to know what this will entail.
I want to touch upon the phone and information subject a little as well. We currently have 5 people on the phones here to help all our customers. We need many more. We have had a few new people come in but not last long as this job is overwhelming for most. During that training period we could and probably did have some conflicting information go out there about the Turbo S kits. I apologize for this and we are working very hard to cure this going forward.
Here at Shock Therapy, we take our job and our customers very serious. With out perfect products that live up to our claims we will have no customers. With out our customers there is no point in products. To those whom we have given bad customer service I personally would like to say I am sorry and I hope we can earn your business back. With that in mind, please be patient for a week or two while we finish up on these new cars. We will announce our changes here once we are done and we will be sending springs out to anyone who needs them once we have this figured out. At that time we will be contacting everyone we have listed and if you would send your information to us (at that time) at [email protected]
and reference "Turbo S Forum Fix" in the subject so we can keep track of everyone here.
Again, sorry for the issues but with transparency, this is what we are doing to fix it and we will let you know instantly as soon as we are done with the fix. Thank you for your patients and your support. Justin Smith