My take on Icon's customer service

[samsung]

Hello all just wanted to give my 2 cents on Icon's customer service. If you haven't dealt with them hopefully it'll give you an insite on my personal experience about their service.

I installed my stage 5 about a year ago. and just last few weeks i've notice oil on my garage floor where i park the runner. Keep in mind that i have about 5k street miles on it, never taken it offroad or anything. upon inspecting the front passenger side coilover i see oil all over the shock. I contacted Icon's customer service and the rep told me to send it back to them and that they service shocks on tuesdays. they need to get it by monday at the end of the day to be able to be serviced on tuesday. The hardest part about the whole transaction was that i have to take out the sock and pack everything to be shipped. I did have to pay for the shipping there but they covered the return shipping. BTW they shiipped it back to me overnight but it was on a friday and i didn't get them until monday night. Icon took care of my issue promptly (no questions asked)

upon receiving them back i've noticed it was still leaking but that was just one of the nut that was about 1/4 turn too loose. just tight them back up and all is good.

 

[4Running Daily]

Ya Icon is shit.

You notice your Icon shock is leaking after 5,000 street miles, you ship it back. Then upon receiving it back, it's still leaking. Ya, that sounds like Icon to me.

Icon is known for having the worst internal tolerances out of anyone in the industry. King, Fox, ADS, all have higher quality parts, and a higher quality fit. Aka less likely to leak.

Don't even get me started on how idiotic digressive valving is.

/rant

 

[TNRunner99]

I had a good experience with them when I broke a brake cable mount on a upper control arm for my Tacoma. When I was installing it, it just simply broke off at the weld. Too strong, bad weld, IDK. I set them a picture of it broke and they shipped me a complete new control arm at no cost. I didn't have remote shocks so I can't speak for their quality but their customer service is pretty amazing.

 

[A.Wilson013]

Ya Icon is shit.

You notice your Icon shock is leaking after 5,000 street miles, you ship it back. Then upon receiving it back, it's still leaking. Ya, that sounds like Icon to me.

Icon is known for having the worst internal tolerances out of anyone in the industry. King, Fox, ADS, all have higher quality parts, and a higher quality fit. Aka less likely to leak.

Don't even get me started on how idiotic digressive valving is.

/rant

Did you let Northwesttaco on your account?!

And then there are people like me who have thousands and thousands of off-road miles without issues. My last coilovers went nearly 50k before needing rebuilt, and the rear shocks a little more.

Stop spending so much time on Tacomaworld. You're getting salty about products you have no experience (or very limited experience) with.

:tea: (I hope you can see the jest in this, Connor.)

just tight them back up and all is good.

All is not good, my friend. If you're leaking oil you're leaking (probably out of it) nitrogren. Simply tightening a nut to stop the leak is not enough.

Icon got lucky with you. This sounds like a terrible customer service experience to me.

 

[4Running Daily]

Did you let Northwesttaco on your account?!

And then there are people like me who have thousands and thousands of off-road miles without issues. My last coilovers went nearly 50k before needing rebuilt, and the rear shocks a little more.

Stop spending so much time on Tacomaworld. You're getting salty about products you have no experience (or very limited experience) with.

:tea: (I hope you can see the jest in this, Connor.)



All is not good, my friend. If you're leaking oil you're leaking (probably out of it) nitrogren. Simply tightening a nut to stop the leak is not enough.

Icon got lucky with you. This sounds like a terrible customer service experience to me.

I've been running Icon rears for 2 and a half years?

 

[SIKHILUXSURF]

The products are okay however the customer service from IVD is shit. Ask me how I know. I have all the right to rant in this thread and Alex can verify and vouch for my hatred of IVD. Customer service is key to a good business. Never again will I support IVD. They decided loosing a loyal customer was more important than keeping one. And because of that they lost more than one customer and more than a few sales.

 

[samsung]

Did you let Northwesttaco on your account?!

And then there are people like me who have thousands and thousands of off-road miles without issues. My last coilovers went nearly 50k before needing rebuilt, and the rear shocks a little more.

Stop spending so much time on Tacomaworld. You're getting salty about products you have no experience (or very limited experience) with.

:tea: (I hope you can see the jest in this, Connor.)



All is not good, my friend. If you're leaking oil you're leaking (probably out of it) nitrogren. Simply tightening a nut to stop the leak is not enough.

Icon got lucky with you. This sounds like a terrible customer service experience to me.

what should i be looking for? i've been driving it and it's handling and performing well. is there a way to check the oil level on it, or do i need to get the nitrogen checked?

 

[Troutman2121]

My experience with Icon customer service

Just adding to this post

My front driver side coilover (stage 2) began leaking after 1.5 years, no where near 40K miles.

Icon states they have a 1 year & "roughly" 40-50K miles warranty.

Obviously, they were/are experiencing a seal issue, with so many customers complaining about these similar leaks. This is a quality issue that Icon should cover for their customers.

I first sent an email through Icon's webpage, and a few days later an individual from the sales department responded, mentioned he'd need to "get with" his sales manager to see if they could "help me out with the issue". This individual said he'd get back to me, he never did. So I called Icon and left him a few voice messages, to which he never returned.

I then once again contacted Icon through the phone, they have no human operator to direct your calls. I left a voice message for a customer service manager to respond as I was not getting any answers from my previous contact, and a few days later an Icon representative returned my call.
In his voice message to me, he left his extension number and said "he could help me out with anything".
I returned his call, left a message as he didn't pick up and stated my concern about my leaking coilovers. He (second Icon representative) would not return my calls, I left over a period of two weeks 2-3 voice messages for him, still haven't heard back.
It's impossible to actually reach a breathing human there, as they have no operator to direct calls.

Today, I left a message asking for the owner or the main customer service manager as two Icon employees will not return my messages/ answer my leaking coilover (bad seal) issue.
Still patiently, waiting.....

I'll be calling again and leaving messages until I get an answer. Will keep you all posted as to the result, hopefully positive.

But like many others here, I'm very concerned with the seal issue Icon has experienced and the lackadaisical Icon response.