
Originally Posted by
TDC
A while ago I was talking to a guy running an Öhlins rear shock, his comments worried me a bit when he said that it was quite good but wasn't very reliable as the shaft seal needed frequent replacement. After a bit more discussion I learned that the shaft seal lasted about 5 - 6K's before leaking again.
I offered to service the shock and tendered a price for the same, he declined pointing out that I was twice the price of where he was getting the work done. I offered to put in writing on the invoice that if the shaft seal leaked again within 20k's I would replace it at no charge, including removal and refitting to the bike, eventually I got his business.
When I dismantled the shock I found the shaft seal was not the genuine Öhlins part (a viton quad ring) but a buna 'o' ring that can be purchased from any engineering shop (not even the right size!) With the over sized 'o'ring fitted shaft friction was huge with a worn out seal I can only guess how it must have been when first assembled. Worse there is a nylon 66 spacer that the shaft seal buts up against, the replacement "seal" was fitted on the wrong side of this spacer! The reason that the seal had probably failed in the first place is that the shaft dust seal had worn out. The oil was the wrong viscosity, and to compensate some shims had been removed to allow for the wrong oil that was too thick.
After returning the shock back to factory specifications (shims) from the spec card and fitting the correct shaft seal (in the correct place), fitting a new dust seal (not available to non Öhlins agents) cleaning out the oil which was quite a job as it had reacted with the remainder of the Öhlins oil and formed a difficult to remove very tenacious white sludge on absolutely everything, mandating a complete strip and painstaking clean of everything, and replacing all of the seals as they had been attacked by the white sludge and filling with the correct quantity of the correct oil, the shock was finally as it should be!
When fitted to the bike and adjusted the customer came to pick the bike up. I explained to him about the cost overruns over the estimate and the reasons for the same, I provided him with digital images of the shock internals before and after as well as a sample of the white sludge on a shim that I replaced rather than attempted to clean.
He was not pleased about the bill and reminded me that he would be back soon for the free shaft seal because he put lots of miles on the bike with all his commuting.
Two days later he called up saying the shock worked just like it did when he purchased the bike with an Öhlins shock already fitted, he had calmed down a bit. He then told of how he had been told by the other person that worked on the shock that the Öhlins shock wears out just as fast as a stock shock and thats why it would be different once rebuilt. This was simply not true and an obvious excuse by the other party to knowingly cover up the deficiencies in their work!
Now the bike is approaching 20k's on the last shock rebuild (detailed above) and will be back for service soon (within the next 3 months), and he has not been able to collect on a single one of his free shaft seal replacements, as they have simply not been needed.
So was correct servicing twice the price of the lower cost alternative, sure if you take a single item view of the world. If you look at the long tern view it was half the price of the low cost option.
All too often people know the price of everything and the value of nothing. Cheap jobs or poor workmanship can be really expensive in more was than the obvious.....
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