Service & Support

We have accumulated some of our most commonly asked questions from over the last 8 years and listed them here to have at your disposal.

If you still require further assistance or just need additionally explanation, give us a call or send an email.


Suspension Service Programs

Three years ago SR SUNTOUR started a project whose target was to include highly skilled sponsored athletes into all stages of the development process of new products. The WERX program was launched then as a long term project to improve the quality, function and performance of its products. SR SUNTOUR North America has expanded this idea with a full menu of service options to keep your SR SUNTOUR products performing at their best.

Call us at 855-205-BIKE(2453) to discuss service options and to receive your Return Material Authorization (RMA) number.

BASIC SERVICE

$49.99

  • Clean and inspect fork for wear/damage
  • Lubricate wipers
  • Torque check on safety fasteners
  • Check controls for proper functions

DELUXE SERVICE

$89.99

  • Clean and inspect fork for wear/damage
  • Torque check on safety fasteners
  • Check controls for proper functions

WERX SERVICE

$179.99*

  • Clean and inspect fork for wear/damage
  • Torque check on safety fasteners
  • Check controls for proper functions
  • Replace worn/damaged small parts, i.e. controls, wipers, slider sleeves
  • Lower casting service and lubrication

* WERX Package services qualify for 35% off regular priced upgrade options or any parts that are no longer serviceable. All forks sent in for service receive a 60 day service guarantee.


Service Intervals Maintenance Schedule

COIL SPRING FORKS

After Each Ride Every 25 Hours* Every 50 Hours* Every 100 Hours*
Clean stanchion tubes and dust wipers
Inspect stanchion tubes for wear
Check fixing bolts and skewer for proper torque
Clean fork with light soapy water and wipe dry
Check preload adjustment and sag
Inspect dropout thickness
Oil wipers with teflon lubrication
Slider sleeve and wiper lubrication
Disassemble and rebuild

AIR SPRING FORKS

After Each Ride Every 25 Hours* Every 50 Hours* Every 100 Hours*
Clean stanchion tubes and dust wipers
Inspect stanchion tubes for wear
Check fixing bolts and skewer for proper torque
Clean fork with light soapy water and wipe dry
Check air pressure and SAG
Inspect dropout thickness
Oil wipers with teflon lubrication
Lower casting lubrication
Change 80W oil in air chamber
Service sealed cartridge
Disassemble and rebuild

* Service schedules are recommendations only and can vary for each rider depending on terrain and conditions.


SR SUNTOUR Upgrade Program

SR SUNTOUR North America is revising our upgrade program to reach a broader range of cyclist. Starting immediately we are offering this program to riders using products from other brands as well as current SR SUNTOUR owners.

You can find that information here.

FAQ

This is SR SUNTOUR North America’s FAQ section. We have accumulated some of our most commonly asked questions from over the last 8 years and listed them here to have at your disposal. SR SUNTOUR North America understands that your specific question may not be answered here, but our goal is to keep you out riding your bicycle and spending less time searching for answers. If you still require further assistance or just need additionally explanation, give us a call or send an email.

WHAT IS SR SUNTOUR'S WARRANTY DURATION?

SR SUNTOUR covers all product to be free of manufacturing defects and craftsmanship for up to 2 years on chainwheels and seatpost from the date of purchase. Suspension forks have a 2 year warranty on chassis components, 1 year on cartridges, and 6 months on wear-type items from the date of purchase.

WHAT IS NOT COVERED UNDER SR SUNTOUR'S WARRANTY POLICIES?

SR SUNTOUR will not cover parts subject to normal wear and tear or routine maintenance, bushings and suspension fluids. Generally, SR SUNTOUR will not cover replacement parts, abuse or neglect, accident or collision damage, modified parts, improper maintenance, damages due to shipping, interior or exterior damage due to incorrect installation, crashes, foreign materials, incorrect cable mounting, or service or repair by an unqualified technician.

HOW DO I CONTACT SR SUNTOUR NORTH AMERICA?

WHAT DO I DO IF MY FORK IS NO LONGER PERFORMING TO THE LEVEL IT WAS WHEN NEW?

Please have your local bicycle retailer perform a quick diagnostic check on your fork.

THE BLACK MECHANICAL LOCKOUT ON MY FORK IS NO LONGER WORKING.

  • Lift the lockout lever up and off the serrated top cap assembly.
  • Remove the serrated top cap by turning it counter clockwise.
  • Once both items have been removed install the serrated top cap back into the fork crown.
  • Test the fork's compression and install the lever in the correct color orientation.

THE BLUE SPEED LOCK LEVER IS NO LONGER ACTIVATING THE LOCKOUT CARTRIDGE.

  • Remove the lockout lever top cap by lifting it up and off the fork. It is pressed on and held with pressure.
  • Lift the allen gear assembly out of the top cap with pliers or a magnet.
  • Tighten the hollow hex bolt with a 5mm hex key.
  • Drop a 4mm hex key down through the hollow bolt and rotate it clockwise until it is finger snug.
  • Place the allen gear assembly back into the top cap and install the lever in the 4 o'clock position on the fork.

WHAT TYPE OF LUBRICATION SHOULD I USE ON THE FORKS WIPERS?

SR SUNTOUR recommends our factory Conpanna grease or a Teflon-based lubricant after every 25 hours of use.

I'M A BICYCLE RETAILER AND WOULD LIKE TO APPLY FOR A WHOLESALE DEALER ACCOUNT.

MY FORK IS LEAKING OIL.

All SR SUNTOUR forks are lubricated from our factory using proprietary grease. This grease can break down over time and have an oil-like appearance. It should be wiped away from the stanchion tubes with a clean, dry rag. Over the course of time, new grease should be applied at 50 hours of use or sooner.

WHO SERVICES SR SUNTOUR FORKS IN NORTH AMERICA?

Any bicycle retailer can service SR SUNTOUR products. SR SUNTOUR North America also provides several options to have your fork serviced by our factory technicians through the Suspension Service Program.

AIR RELEASES OUT OF MY FORK OR SHOCK WHEN I REMOVE THE PUMP. HOW DO I KNOW THE AIR PRESSURE HAS BEEN SET TO MY SAG ADJUSTMENT?

This is normal and the air is actually coming from the pump, not the shock or fork. When re-attaching the pump, it can take 10-15 psi to pressurize the pump causing the gauge to display a lower pressure than what was in the air spring.

WHAT IS SAG?

Sag is the initial amount of fork travel when you are resting on the bicycle with riding gear. This adjustment allows for optimal performance and travel of your fork or shock.

HOW MUCH SAG SHOULD I HAVE?

Generally speaking, forks that have less than 120mm of travel should strive for a 15–20% sag adjustment. Suspension forks with more than 120mm of travel should be set at 25–30% sag.

DOES SR SUNTOUR SPONSOR RIDERS THAT DON'T WIN WORLD CUP RACES?

We sure do! Email us your resume and any other important information and we would be glad to look it over.

HOW DO I USE A Q-LOC WITHOUT IT GETTING STUCK INSIDE MY HUB?

I CRASHED AND DAMAGED MY FORK BEYOND REPAIR. DOES SR SUNTOUR NORTH AMERICA OFFER A CRASH REPLACEMENT DISCOUNT?

Yes. Please email us your pertinent information and we will follow up with you.

IS THERE A SERVICE INTERVAL GUIDE FOR MY FORK?

Visit the Service & Support section for more information.

HOW CAN I CHANGE MY AIR FORK TO BE MORE PROGRESSIVE?

  • To make your fork more progressive, remove the air from the air valve. Once all the air has been released, remove the aluminum top cap assembly. Start with adding 5–10cc of 80w gear oil into the air cylinder. Gradually increase or decrease the oil volume for your desired effect.
  • To make the fork more linear, simply reverse this procedure. If you own a fork that uses our air reducer system, either cut material away from the elastomer or remove the spacers from the air top cap assembly for the desired results.

WARRANTY CLAIMS

SR SUNTOUR North America has created this industry leading website to best help our dealers and your customers. With this claims management system, we can provide quick and efficient claims processing with immediate status notifications in each step of the process.

Make a Claim