sucks to hear that, [MENTION=51030]joneseyyy[/MENTION]. what went wrong exactly?
I have actually had a history of service and delivery issues with Icon over the past 2 years, but up until the last incident they got things corrected without me having to argue with them:
Incident #1: I send in my coilovers from VA back to CA for a refresh (new seals and oil), and also pay to swap from 650lb springs to 700s. Icon does the rebuild but forgets to swap the springs (which they charged me for) and sends them back. The shocks take another cross-country trip (on Icon's dime) to get it corrected. Icon does not send back my old 650lb springs after the swap.
Incident #2: I am super excited to buy and install Icon's S2 dual shock system. When it come available I throw down for it and almost $2k worth of bypass shocks. Turns out that Icon had not actually finished R&D before releasing for sale, and I had to wait another ~2 months after spending thousands to get everything I paid for.
Incident #3 (the final straw): I send my front secondary bypasses in to be reconfigured to work with my new Total Chaos lower arms and shock towers. I am very specific about what needs to be done, explain verbally, offer to draw diagrams, etc. The work isn't overly complex - it is reconfiguring where the remote reservoir tube exits the shock and modifying the length of the tube. I paid about $400-$450 for the work.
When I get the shocks back, (a) the top cap to the shocks is screwed down such that it is clamping down on the rebound bypass adjustment knobs, meaning I can't tune rebound, and (b) the resi hoses are not oriented even close to what I needed, although they are exiting the shock how I asked.
I sigh an exasperated sigh, and call Icon. To my horror, the verbal reaction I get from the gent on the phone is a mix of defensive and complete lack of caring. I am told "you asked for custom work, we did that work, this is on you to sort out" - implying I asked them to do something crazy out of the norm and that they did me a favor by attempting it (remember I PAID over $400 for this work). I had to remind the gent of that, explain why they needed to make it right, and also talk this dude down. Told him as inconvenient as this was for him/Icon, it was for me too, and the last thing I wanted was to be making that phone call/having that conversation. Eventually they caved and agreed to make t right after the haggling.
So there you have it. As someone who is probably in the 90th percentile of spenders with Icon who has historically been very reasonable in dealing with past mess-ups and has also provided significant media coverage (through my personal website - my Icon S2 install article has had thousands of hits through organic search on DirtRoadTrip.com), I got treated like I was both a pain in the ass and trying to screw the company, when I was (once again) trying to resolve a service issue.
So, that's the story.