ICON LEAKING RESI, WARNING, NOTCHING, BS AND F**KS GIVEN

I should also point out that the instructions were consistant with the shipment of wrong mounting brackets. The brackets I recieved were for piggyback and not frame mount

I emailed Icon on Monday. Brian emailed me back within a few hours and shipped the correct brackets same day. I would have recieved them the next day but sig was required. Picked them up yesterday.

 

Hey Guys,

I created a profile on Tacoma World so that I could respond to this issue. First I want to say thank you to those on this thread that still support ICON and all the products that we produce, and to those that feel there was wrong doing on behalf of ICON and myself I hope that we can earn back your confidence and interest in the our companies attempt to make the highest quality products on the market.

I obviously wont be able to address every question or concern that was presented but I'll start with what I feel is the most important.

When our 2.0 remote reservoir shocks were designed and tested on the Tacoma we had no issue with that fitting coming into contact with the factory bucket. Now, what we discovered over time was that depending on the placement of the reservoir bracket and how far that hose was stretched it could make contact and cause that fitting to come loose. This however was a fairly simple mistake to make, even by the most experienced installers because there is some creative liberty as to where to mount the bracket. We took care of all those customers under warranty understanding that it was a very easy mistake to make. Moving forward we revised the instructions because we wanted to make sure there was enough clearance for that hose fitting even for those that don't/didn't necessarily need the additional clearance because they found that "sweet spot" to mount the resi. We made this revision in the instructions not only to reduce the amount of warranty services that we were receiving but more importantly so that our customers didn't face issues with our products.

Thank you,

 

Welcome to TW.

 

Welcome! So you are confirming it was the lack of "notching" that voids the warranty?

 

Your website still states it's a 100% bolt on with no grinding though. A regular joe could easily make the mistake and install incorrectly bc of that fact alone. Not everyone is knowledgeable in this area, but can't fault them for wanting a nicer ride and trying to save a few bucks on install. So they buy the shocks, bolt them on, and next thing they know they have a leak. Then they get their warranty voided bc they didn't grind away on install with their "100% bolt on" kit.

Your advertise one thing, then print the other. Misleading to say the least.

 

Also I would like to admit that I made an assumption. I assumed the reservoir had a designated mounting spot (my King reservoirs do) so that positioning didn't matter. If it is up to the customer to decide location I feel icon should provide the proper "sweet spot" of the reservoir or make it mount into some frame bolt holes similar to other makers. Just my admittance and my .02.

 

Why not design the resi mounting bracket to utilize existing holes on the frame to eliminate all the guesswork of where the reservoir or hose should go, and get proper fitment all the time? Or at least rework that fitting to go away from the possible point of contact?

Seems like a very simple solution to prevent a catistrophic failure.

But I also see how revising the instruction can also be a much cheaper solution for the company.

 

Beat you by like 1 second haha. I agree.

 

@gottaToy yeah I was a real ass hole when I contacted them. You got me.

 

Thanks for taking the time to post. And thanks for a good explanation of the origin of the the recommendation to grind away some material. Helps me as a customer to better understand what to look for and potentially modify on my already installed parts to minimize any future issues.

As I said somewhere 10 pages back personally I'm glad of the updated instructions since as you say the update reduces the likelihood someone will have an issue down the road and the grinding is really no big deal. You probably should update your advertising copy in a few places that say no cutting/drilling since the RR require drilling for the bracket and cutting of the factory bucket.

Glad to hear you've been taking care of customers with this issue in the past. I have no clue of what Icon's interaction with the OP really is because we've only heard one side of the story of course, but I'd suggest in general being lenient about "incorrect" installs for a bit as installers get up to speed on the change installation instructions.

And welcome to TW!

 

I had exactly the same problem with the same components. Best part, the instructions they sent with the shocks were an older version ("Revision A") and did NOT have any mention of trimming/cutting the upper shock mounts. I still have the physical copy. That trimming part only appeared in the latest revision ("Revision C"). Would it have killed them to reach out to existing customers and let them know of this "revision" to avoid developing problems? Apparently.

And one of my 2.5 RR coilovers was leaking from the factory. Let me tell you how happy I am...

Oh, and just this morning I started hearing a squeak/groan from the front suspension when going over speed bumps. Can't wait to figure out what's wrong there. Fingers crossed it's just a matter of lubing the shock shafts.

 

@steele-taco

 

I mainly bought icon because everyone praised about their customer service, I don't buy products from companies that don't take care of their valued customer. Before my purchase I saw and read slot about leaking rear resi's , but it didn't bug me, why? Because icon was more then happy to take care of those issues. But now I'm in the same situation as many other were but they won't assist my problem But like some one mentioned. Before the revised Instructions on the "correct way" to install the shocks. The way we were installing them before then was correct as far as I'm concerned, but now that they updated it, it is now incorrect. I'm sorry guys I'm just a bit sour. I wasn't trying to make enemies, but I know I did. I'm the ass hole for posting my frustrations and warning fellow members. Maybe I didn't word my 1st post the best way.

 

OP you done good imo. I hope icon steps up like they should. They will be much better off in the long run.

 

What about the fact that the stem nut is way over-tightened? Or what about the positioning of the reservoir in the first place? I think those would be more detrimental than some slight grinding.

 

The over tightened nut was after the 1st time it leaked on a mojave trip. Me and my friends tried to do a quick trail fix to stop the leaking. We took off the shock and tightened the hose nut, then put it back on. That's when we way over tightened it. Initial install was not like that

 

Did OP ever post a pic farther out that shows the reservoir and how tight the hose is?

 

Such "obvious" things are obvious if you're a mechanic, or have already installed a couple hundred sets of suspension. (Or are a keyboard warrior on TacomaWorld, of course.)

Normal people, you know the ones, that don't wrench on their trucks 24/7, follow given instructions and expect those instructions to be accurate and complete.

Go up to a 100 people on the street, show them OP's picture and ask them what they think. See just how many point out a clearance issue between the hose and the upper shock mount. (That's assuming they can tell this is a truck and not an airplane.) Then tell me just how common your "common sense" is.

I can list off a hundred items from my own profession that I consider to be "common sense," but you'll need two years of education just to understand what the words mean. Context.

 

We are still willing to work with you Cory, you just gotta work with us!
We care about all of our customers, past, present and future.

 

That's why they're professionals in nearly every field. If you don't know how to do something and aren't sure it's correct, then you have someone else do it for you.

General instructions are great, but you can only go so far in holding someones hand through the process. It is stated that ICON recommends a professional installer for that reason.

Not able to understand, turn a wrench, follow instructions, or make sure shits not rubbing isn't exempt from warranty policy.