I searched everywhere for a pair of in-stock X-Fusion Velvet RL2 DLA forks and ended up sourcing them through Rutland Cycles. Unfortunately the forks were defective out of the box, a fact I only descovered after fitting them.
Rather than return them for a probably-unavailable replacement, and because I'd already gone to the bother of cutting them to fit my frame, I pursued a warranty repair. The fault was related to the fork 'topping-out' on the rebound, so I suspected that the repair wouldn't be a major issue.
I contacted both Rutland Cycle's support and Upgrade Bikes, X-Fusion's UK distributer. Both parties replied within a couple of hours, and outlined an immediate course of action to resolve the issue. The total timescale for the repair and return was just over a week. That's taking into account courier timescales.Rutland Cycles arranged and paid for all postage. I can't see how it could have been done more swiftly.
Communication with Dave at Rutland Cycles support was excellent and friendly throughout, and he followed up the case to ensure a satisfactory resolution had been reached. Upgrade Bikes also supported their product fully and without any hesitation.
Overall a great customer service experience.
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