FREQUENTLY ASKED QUESTIONS
Factory Tech Room
- What is the Factory Tech Room?
- Where is it located?
- Why does it exist?
- Who runs it? Who does the actual work?
- What are the hours of operation?
- What do they actually DO there?
- How do they do it?
- What do I do when I need service?
- Why can't my LBS do the work for me?
- How can I still ride when my bike is layed up or parts are in for servicing?
- What's the turn around time?
- What will this cost me? Is it covered?
- How will I know when it's ready?
- What if it can't be fixed?
- What's my first step to get the ball rolling?
- Is my satisfaction guaranteed?
- How do I contact the FTR?
1. What is the Factory Tech Room?
The FTR is Cannondale's Headshok specific Service Center, located in Bedford Pennsylvania, USA, that provides professional services through Cannondale Dealers for all Headshok suspension forks. Please ask your dealer about the service programs available for your model fork.2. Where is it located?
The FTR is located in the Cannondale factory in Bedford, PA, and all forks must be sent to that facility.3. Why does it exist?
The FTR exists so that our customers & dealers have access to factory performed service work.4. Who runs it? Who does the actual work?
The FTR is run by two dedicated Headshok engineers who have a combined 18 years of Cannondale experience. This team focuses exclusively on our Headshok suspension forks. It is their sole duty during their 40 hour work week. We try our best to service your fork in the least amount of time needed, however, please understand that like the rest of us, they do, on occasion, take time out for vacations and holidays.5. What are the hours of operation?
The FTR is in operation Monday-Friday 7am-3pm.6. What do they actually DO there?
The FTR does routine Headshok service, Headshok upgrades, Custom Tuning, warranty work, and complete overhauls. Custom tuning is best accomplished by collaboration, between your You, your Cannondale dealer and Cannondale technical support 800 BIKE USA7. How do they do it?
We have access to all of the factory assembly procedures and tooling that is necessary for 100% service of Headshok forks.8. What do I do when I need service?
Any Authorized Cannondale Dealer can return a Headshok fork to the factory for service.9. Why can't my LBS do the work for me?
Your LBS CAN do the work for you. But keep in mind that some shops are too busy to perform the work or are just not comfortable doing the work. Why? Well, some shops are involved selling as many as 4 or 5 different suspension systems, and Cannondale forks are highly technical, requiring hours of C-dale specific training. Training takes time, and so does servicing a fork so let them decide what's the best course of action at any one time for your particular situation.10. How can I still ride when my bike is layed up or parts are in for servicing?
Most bike shops [should] have a spare Headshok fork that can be installed onto a bike that has its fork in the FTR. If they don't offer you one, ask them to ask their Cannondale Rep, or speak to the Rep yourself. Our sales reps will do their best to make sure that you're able to ride during this service time.11. What's the turn around time?
Typically, a Headshok fork is at the FTR 72 hours. This can vary depending on the volume of work.12. What will this cost me? Is it covered?
It varies based on the type of service. Since the FTR does everything from cartridge upgrade to complete overhaul. If the fork is not abused, and has been serviced regularly, all internal repairs would be covered for 1 year. Cannondale offers a LIFE TIME guarantee on the structure itself.
