Page 1 of 2 12 LastLast
Results 1 to 100 of 102
  1. #1
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354

    Intense customer service

    One week ago this past Sunday I broke the rear shock linkage on my Carbine in first stage of an Enduro,heard it snap and the pivot bolt shot out and gone,also the chain stay on drive side got gouged from the chainring! that was the curse,the blessing was that my friends bike shop was minutes away from event and they were there at the race too to support the local scene,also they are an Intense dealer and dropped it off.I thought this was great said they would take pics and contact them Monday by email and phone,well it is a week gone and still no response from Intense! I'm not looking for VIP treatment but I am out a bike in the beginning of our Enduro season with commitments and was hopefull that this would take a couple of weeks top to get resolved.this is my sixth Intense and have a 2012 SS2 too,love the VPP design and Intense frames in general but have learned recently from a fellow rider that there customer service is much to be desired,took him six months to get a broken rear replaced on an Uzzi! they covered it but man six months! he sold it soon after and is now riding a Specialized.so I'm a tad Leary but hopefully they will hear from Intense this week and get this resolved!

  2. #2
    Pirate!!!
    Reputation: Captain Cobb's Avatar
    Join Date
    Mar 2010
    Posts
    1,436
    Nothing new here. It will likely take several weeks or even months, but in the long run they will take good care of you. I've learned from personal experience that contacting them yourself will give you faster service. And keep the pressure on. Call twice a day.

  3. #3
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    Thanks Captain,thats kind of encouraging,but crazy to have to work so hard just to get an initial response.my friend broke his Turner Sultan earlier this year same day response and resolved,new front triangle in a week another friend just recently broke his Gary Fisher single speed within two week sent him a new frame.for kind of money I have spent on Intense frames over the years and there reputation as a premier builder you would think that there customer service would be just as stellar.now that is out there that my frame failed I'm starting to here about Intense lack of backing and time it takes to resolve. a few have moved onto other builders because of past issues with
    service.with so many great frames out there now and am looking to replace the Carbine at the end of the season with the newer Iscg one and was looking at there Carbon 29er too.depending on what happens with this I just might be convinced to move onto another builder! I have my own business and great customer service is essential to overall client satisfaction with your product!

  4. #4
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    This is so unfortunate to hear. I have an older Uzzi in which I cracked the rear drive side chanstay. This is not a warranty issue, but I want to get it fixed! It hasn't been a week but I am seeing too many stories like this. For the price of these frames you SHOULD get VIP treatment. It didn't used to be this way at Intense. Check the forums for when the first Spider's came out in 04 (I think) Jeff himself would answer the posts and put his personal email up for people to contact him directly. I had an issue with a d-railer hanger and I emailed him and he wrote me back immediately and shipped out 4 hangers and a t-shirt at no charge! I was blown away! We talking growing pains here? Are they moving into the carbon market and this has been a strain? Who knows, but for a die-hard Intense fan who owns every t-shirt and nick-nack they sell (yes, even an Intense key chain!) if they won't support their product how can we support them?
    Uzzi

  5. #5
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    I remember better service to in early 2000's broke a lower linkage bolt on my very first Intense a 2001 Tracer on a middle of nowhere ride with two hrs back to the car,in there defense I was reall impressed with how well it road and held together back to the car and caused no other damage! Jeff sent me two new bolt ASAP! and over the years have lost upper linkage bolts some they replaced and some I bought to keep handy.I have been a very "loyal" customer and don't appreciate being taken for granted!

  6. #6
    mtbr member
    Reputation:
    Join Date
    Sep 2008
    Posts
    174
    I am surprise about this comments, My 2011 rear triangle broke last year and I go the replacement two weeks later, no cost, no hassle. Also my lbs was no a dealer and send the replacement to them without problem.

  7. #7
    mtbr member
    Reputation:
    Join Date
    Sep 2008
    Posts
    475
    I've had great luck with them. Don't rely on the shop to do the work. They may be blowing smoke up your butt.
    Call and email the guys in CS at Intense. They're supercool and will do whatever they can to get you riding.

  8. #8
    mtbr member
    Reputation: kntr's Avatar
    Join Date
    Jan 2004
    Posts
    3,673
    Two of my local bike shops wont even carry Intense anymore because their CS is so bad. I've had 3 Intense bikes and 2 of them I had problems with. I was lied to by Intense about the problems and was given the run around, but eventually they took care of me after months and months of phone calls from me and my LBS. I still ride an old SS1 that I would love to replace with a new one, but I think Ill pass on another Intense. Good Luck.

  9. #9
    mtbr member
    Reputation: azmxr177's Avatar
    Join Date
    Jun 2008
    Posts
    133
    Quote Originally Posted by cvega View Post
    I am surprise about this comments, My 2011 rear triangle broke last year and I go the replacement two weeks later, no cost, no hassle. Also my lbs was no a dealer and send the replacement to them without problem.
    I had the same experience when my Tracer VP rear triangle cracked.

  10. #10
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    Quote Originally Posted by mbell View Post
    I've had great luck with them. Don't rely on the shop to do the work. They may be blowing smoke up your butt.
    Call and email the guys in CS at Intense. They're supercool and will do whatever they can to get you riding.
    They are not blowing smoke up my ass,I know these shop owners for years and am proud to call them friends too, and they take no shite! the problem is their are more failures then success with Intense customer service,now that I did my own research.and I mean really why should it be a waiting game for any loyal customer just to get a response in a reasonable time from such a high end big bucks frame company.I would think using a shop would be the proper way to get results it shows honesty and legitimacy going through an Intense dealer.I'm sure they are very "cool" but not so cool going into my second week without a bike and missing a much looking forward too Enduro event this weekend that I now have to pass on!

  11. #11
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    Okay - so to follow up with my thread - Bike Shop said they tried relentlessly and couldn't get a response. I called their number listed on a Google search (42380 Rio Nedo Rd Temecula, CA 92590 (951) 296-9596) and got right through to a very nice gentlemen that confirmed that they had the part in stock, it was the re-worked yoke and though he did not want to, gave me a price estimate. Not sure where the break down is, but again, my faith is restored with Intense. Hope to be back up and running next week!
    Uzzi

  12. #12
    Let's Ride
    Reputation: koertle's Avatar
    Join Date
    Dec 2007
    Posts
    44
    It is all too common in threads such as this that only negative experiences are expressed, so I wanted to give my experience. I have been an Intense owner for 10+ years and my experience with Intense’s Customer Service has been outstanding. I have contacted Intense directly via email and phone several times over the years. They have always responded quickly and addressed my concerns. Just last week I had a small break on my bike and Intense sent me a replacement part ASAP so I was quickly riding again. I can’t speak for everyone’s experience but it must be a challenge for Intense to differentiate between a true warranty concern and customer damage. I know that Intense owners have the tendency to push their bikes further than owners of other manufacturers.

    Intense 4 Life…

  13. #13
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    Encouraging to hear some positive feedback from others,but is of no help for me,and seems at the least that they are inconsistent.let me get this straight,Intense would rather deal directly with customers then go through an Intense dealer whose expertise and credibility better assures that the a warranty issue with frame is legit? in my ignorance I actually believed that going through the dealer would be the right course of action!

  14. #14
    Pirate!!!
    Reputation: Captain Cobb's Avatar
    Join Date
    Mar 2010
    Posts
    1,436
    Call Chad at (951) 296-9596 ext. #818 He has always been available when I call.

  15. #15
    No Clue Crew
    Reputation:
    Join Date
    Apr 2005
    Posts
    5,505
    I sent emails to intense about 4 months ago regarding questions about my M9. No response. Ever.

  16. #16
    mtbr member
    Reputation:
    Join Date
    May 2008
    Posts
    309
    Calling is the best way to go. I've had great experience when I called them

    -E

  17. #17
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    Quote Originally Posted by techfersure View Post
    ...let me get this straight,Intense would rather deal directly with customers then go through an Intense dealer whose expertise and credibility better assures that the a warranty issue with frame is legit? in my ignorance I actually believed that going through the dealer would be the right course of action!
    Surely Intense wants to make sure that the break happened while riding and that you didn't take a Hard Eddie and do a 10 foot drop to flat then complain the frame broke. Or that you ran over your bike with your car then want Intense to replace it under warranty.

    My issue is that my shop called and didn't connect with anyone, so I got through but they still insisted on going through my shop. You MUST go through a LBS or a dealer, that is their policy, but doesn't hurt to call and get their attention on your issue.
    Uzzi

  18. #18
    mtbr member
    Reputation:
    Join Date
    Sep 2012
    Posts
    79
    To add as well, I started a thread awhile back with a busted link on my tracer 29. It turned out to be a bent rear triangle as well and was a complete cluster to have the shop figure out the triangle was bad after they finally got the new link and tried to put the whole bike back together. So please make sure your shop is bothering to check the rest of the bike if it is taking them this long to get the link replaced, it sucks to find out your down time is getting doubled.

    But Intense did get the part out as soon as it was available. I know they run warranties through regional reps so that guy is probably your weak link, not the shop or Intense. Just look at foreign warranty threads to see how awful it can get.

  19. #19
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    My Uzzi triangle is on it's way to paint and should be here next week. 2 1/2 from break to repair, that is if everyone goes according to schedule.
    Uzzi

  20. #20
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    Well,came in late yesterday,and they did cover everything,but had to miss an Enduro event this weekend.if they would have responded pronto and shipped it next day like they did in the end anyway I would have been less frustrated and could have attended this race today! maybe a blessing in disguise today was at my LBS and made the move to the new 2014 Pivot Mach 6 27.5 Carbon and will have in about two weeks,sweet bike and excellent customer service!

  21. #21
    mtbr member
    Reputation:
    Join Date
    Jun 2005
    Posts
    291
    I spoke with Chad from Intense today regarding a cracked tracer 2 frame . So far I'm happy with their service , Chad was very helpful and accommodating .

  22. #22
    wuss
    Reputation: dropadrop's Avatar
    Join Date
    Sep 2005
    Posts
    2,364
    Yeah, it really does seem like customer service is not consistently bad as there are plenty of happy customers with good experiences. Still it's weird that year after year there are also people with problems they really would not encounter elsewhere... My warranty replacement took a year a while back but it still happened. Never got a response to any emails to the public addresses, you really need to find a direct address to somebody and suddenly things start to happen.

    Every one I contacted was super helpful, nothing just seemed to happen. Seems like a process problem more then anything else 'cause the personnel surely seems like they want to help everyone.

  23. #23
    mtbr member
    Reputation:
    Join Date
    Jun 2006
    Posts
    72
    I have sent Intense multiple emails with pictures regarding the little metal chainstay protector that came off my Spider Comp and have received no response. I completely understand getting busy and missing an email here and there, but I have sent at least three emails and gotten nothing back. Yes, I should call and maybe would get a response, but if they are going to have an customer service email they should respond. If they aren't going to respond to the emails, they should get rid of the email address. I am really happy with the bike overall and I think they make good products, but customer service is a huge part of a successful business that seems to be lacking.

    Its not really a big deal since I can just put come old tube over the spot, but for a $3000 frame and multiple emails I think it is really poor form on Intense's part that they have not gotten back to me.

  24. #24
    mtbr member
    Reputation:
    Join Date
    Sep 2006
    Posts
    531
    I completely agree with you. You know they have to read some of these posts. You would think after reading for years how bad their CS has a reputation for being, they would try to correct it.

  25. #25
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    It doesn't seem right, but call them up. I have gotten to Chad everytime I called.
    Uzzi

  26. #26
    mtbr member
    Reputation:
    Join Date
    Aug 2009
    Posts
    14
    Very interesting reading.
    This thread could have been from any time in the past few yeare, and it would have read exactly the same way, namely, combinations of CS excellence and horror stories. the same issues with CS occur repeatedly and are well documented here: mails just ignored and never replied to, lengthy timescales, suspect QC in places and overwhelmingly, when someone comes here looking for some kind of help or advice, it often seems to come from a sense of not having one's expectations met, in particulars, given the costs of the products involved.

    In a word, inconsistency, and that hits hard when people are the unfortunate ones.

    The question is whether or not there is the will at the intense corporation to ensure that there will be fewer, if any, repeats of this thread in another few years. it could be done, if the will is there. Anyone at Intense want a pet project?

  27. #27
    Lord of the Chainrings
    Reputation: Mudd's Avatar
    Join Date
    Apr 2002
    Posts
    2,924
    Chad and Sam are great "down to earth" guys!
    If you have any issues, they will take care of you!
    "Hesitation is the Mother of Failure!"

    ~~ 951 for Dirt & Roadster for Asphalt ~~

  28. #28
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
    Join Date
    Aug 2012
    Posts
    353
    I can guarantee all of you that each inquiry/issue/etc that crosses my desk is handled with my full personal attention. I invite everyone to email me at any time at Sam@Intensecycles.com or call my extension at 951-296-9596 x28. Even if it's just a "hello!" I need that sometimes anyways

  29. #29
    mtbr member
    Reputation:
    Join Date
    Sep 2008
    Posts
    475
    Sam kicks ass! Keep up the good work!

  30. #30
    Scallywag
    Reputation:
    Join Date
    Jul 2009
    Posts
    202
    This is a funny coincidence but I dealt with Sam last week. Sent ONE email to Intense, not Sam. Sam replied within 24 hours. Had an addtl question he replied within the hour. Intense had me taken care of immediately.

    Bought my Intense new in Jan 09. Will never consider another brand, period. In my experience, great bike, great company, great customer service. I could not be happier.
    _______________________________________________
    08 Intense 5.5

  31. #31
    Working on my Drops
    Reputation: MTBAlex's Avatar
    Join Date
    Mar 2006
    Posts
    632
    I had two Intense bikes in the past 6.6 and a SS. They were gorgeous bikes and I love riding them. When I dealt with Chad for CS, he is always great. i was a die hard Intense for life fan. But then there are times when I would just get zero responses and things would take months to resolve. I remember my LBS charging me something like $20 for one linkage bolt and that blew my mind. I sold my Intense bikes and went with another more customer oriented brand.

    But then I recently bought a used Intense, but I'm crossing my fingers that I don't have to go through any CS issues.

  32. #32
    mtbr member
    Reputation:
    Join Date
    Jul 2011
    Posts
    6,801
    Quote Originally Posted by orientdave View Post
    Very interesting reading.
    This thread could have been from any time in the past few yeare, and it would have read exactly the same way, namely, combinations of CS excellence and horror stories. the same issues with CS occur repeatedly and are well documented here: mails just ignored and never replied to, lengthy timescales, suspect QC in places and overwhelmingly, when someone comes here looking for some kind of help or advice, it often seems to come from a sense of not having one's expectations met, in particulars, given the costs of the products involved.

    In a word, inconsistency, and that hits hard when people are the unfortunate ones.

    The question is whether or not there is the will at the intense corporation to ensure that there will be fewer, if any, repeats of this thread in another few years. it could be done, if the will is there. Anyone at Intense want a pet project?

    OP got a replacement in 4 days, I'd say that's pretty damm good CS, but the op was too busy *****ing in the mean time.
    OG Ripley v2
    Carver 420 TI

  33. #33
    mtbr member
    Reputation:
    Join Date
    Sep 2008
    Posts
    475
    Quote Originally Posted by TwoTone View Post
    OP got a replacement in 4 days, I'd say that's pretty damm good CS, but the op was too busy *****ing in the mean time.

    I agree.

    Ultimately, if you have a warranty issue, contact the manufacturer direct. Don't wait on your local shop to do it. You don't see any of the larger manufacturers working this way.

    There are plenty of horror stories from all bike manufacturers and their customers. I've seen them with friends with their bikes and been in some with other manufacturers.

    No other company that I've been in contact with has been so responsive.

  34. #34
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    Sold Carbine,and have SS2 for sale moving onto Pivot for many reasons,in the end just believe Intense lost there edge.

  35. #35
    mtbr member
    Reputation:
    Join Date
    Jun 2008
    Posts
    266
    Well I just had a great experience with their service and support. I bought a Carbine SL from their closeout sale at Wrench Science a couple months ago. I was going to put in a dropper post and then discovered some irregularities with the seattube; it looked like part of the tube had been grinded away leaving a bit of a gap between the seatpost and the frame when inserted.

    I was contacted right sway by Sam at Intense and I sent the frame in for a closer look. A week later (today), I got a call back and they are warrantying the frame. They were out of the medium SL's, but he offered me a Carbine instead. I was happy with that option, as I now have the option to upgrade to 650b one day. They're shipping it back today and I will be able to ride this weekend. I haven't had service like that from anyone – anywhere – in a long time. Sam@Intense FTW!
    ShockWiz Rentals available at FeelTheBerm.com! Into Vintage? Check out my Rock Shox Judy XC/SL/FSX Decal Sets

  36. #36
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    bryanus,really great that you have had a positive experience with customer service but for some of us it was a frustrating experience! it really is about the inconsistency of their service overall.

  37. #37
    mtbr member
    Reputation:
    Join Date
    Jul 2011
    Posts
    6,801
    Quote Originally Posted by techfersure View Post
    bryanus,really great that you have had a positive experience with customer service but for some of us it was a frustrating experience! it really is about the inconsistency of their service overall.
    What do you have to complain about? You got a replacement in 2 weeks. You really think it's going to be any faster with other manufacturers?
    OG Ripley v2
    Carver 420 TI

  38. #38
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    It took a week or so just to get a response after numerous attempts! and yes other manufacturers have and do respond expediently...Mr Turner himself took care of my friends Sultan broken front triangle same day he broke it next dayed a replacement.friends have had very good response times and resolved well within a week by Gary Fisher and Trek and Santa Cruz.a high end zoot frame builder should be a shining example of customer satisfaction and service!

  39. #39
    mtbr member
    Reputation:
    Join Date
    Mar 2013
    Posts
    13
    Thought I'd add my experiences with Intense CS.....

    I've contacted Sam at Intense maybe half a dozen times with various complaints, questions and issues. He has always replied in a reasonable time, offered advice resolved my issues. Although to be fair none of my issues have been warranty claims.

    All said and done, its been a good experience and one that would lead me to recommend Intense in the future!

  40. #40
    mtbr member
    Reputation: mzorich's Avatar
    Join Date
    Mar 2011
    Posts
    779
    if you notice on here all the people who have problems dont want to deal with there problems. the say i sent in an email or i let my lbs deal with it. if you just forked out 5k for a bike and its broke you call them directly and i will bet you get though to someone and they will get you squared away. i have been an intense owner since the first vpp m3 came out. since then i have had an m6, socom and now a 951. anytime i have ever had the slightest issue with any one of my bikes i have called and had a fix with in completely reasonable time. maybe not the next day but usually with in a week or 2. intense has great customer service if you actually try to get a hold of them. And if you really feel like your not getting the attention you deserve then i would find a new cmpany like Evil. oh wait thats right they made people wait 2 years for a replacement frame that they had to pay 700 bucks for. or go by some crank bros products and have fun trying to get that crap replaced. no one seems to complain when they send there forks in to rock shock or fox and it takes them 4 weeks to change some seals and oil. Intense has been a stand up company since day one and for anyone to just call up and get 1 on 1 custormer service then complain. you will never find a bike company that will give you what you are looking for then

  41. #41
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    I would agree, but when I called them, I was told I had to go through a dealer. That was them saying that, not me. I wish I could deal directly, but they have a dealer sales model so that is how it works. You are correct in that calling them does seem to get things moving.
    Uzzi

  42. #42
    mtbr member
    Reputation:
    Join Date
    Mar 2011
    Posts
    4
    I have to jump in here … I bought the Hard Eddie 2 months ago but before that I was doing the research and the main topic I found about Intense was their very bad customer service and at that time I was trying to get their advice about the right frame size for me. Reading the posts in this forum I found Sam’s email address and email him with my questions and I got a reply a few hours later with the perfect advice (btw, he was in an outside event and he helped me anyways). Then, once I got the frame I had some issue putting it together and I called them directly and spoke with Johnny (I think I remember his name is Johnny) and he gave me the right orientation and corrected me about something my local shop was doing wrong. Now days I have been talking with Chad about other issues I have and he has been more that helpful and honest with me … In other words, I give 10/10 to Intense Customer Support. I almost resigned getting my Hard Eddie because of the reviews about the terrible customer support from Intense but I think people is using the wrong channel to contact them or they gave an 180 degree shift and now are the best you can get. I just hope it continues like that …. Congratulations to Intense Customer Support with the service they have provided me. I’m from Houston and having this kind of service really really helps.

  43. #43
    mtbr member
    Reputation:
    Join Date
    May 2007
    Posts
    781
    I just got word today from the shop I purchased my (used / demo) Tracer 29 that cracked at s.t. / t.t. weld, Intense will offer a crash replacement triangle for what I feel is a reasonable cost. I went through the dealer that sold it to me thinking that was the best way to start, and if all goes as planned I will be super stoked! Hope this turns out positively...
    Last edited by keithrad; 11-22-2013 at 12:11 PM.

  44. #44
    mtbr member
    Reputation:
    Join Date
    Jun 2006
    Posts
    72
    Quote Originally Posted by ccwaskier View Post
    I have sent Intense multiple emails with pictures regarding the little metal chainstay protector that came off my Spider Comp and have received no response. I completely understand getting busy and missing an email here and there, but I have sent at least three emails and gotten nothing back. Yes, I should call and maybe would get a response, but if they are going to have an customer service email they should respond. If they aren't going to respond to the emails, they should get rid of the email address. I am really happy with the bike overall and I think they make good products, but customer service is a huge part of a successful business that seems to be lacking.

    Its not really a big deal since I can just put come old tube over the spot, but for a $3000 frame and multiple emails I think it is really poor form on Intense's part that they have not gotten back to me.
    After seeing Sam's contact info I sent him an email. He responded quickly and I got the part within a few days. A much better experience than my first try.

  45. #45
    74 & 29 pilot
    Reputation: MTB Pilot's Avatar
    Join Date
    Oct 2010
    Posts
    2,271
    Tried to send Sam an email today but it keeps failing. SAM YOUR EMAIL address doesn't work anymore.
    MTBP
    "GIVE ME LIBERTY OR GIVE ME DEATH!"
    Turn on the truth: http://www.ronpaulchannel.com/

  46. #46
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
    Join Date
    Aug 2012
    Posts
    353
    Quote Originally Posted by MTB Pilot View Post
    Tried to send Sam an email today but it keeps failing. SAM YOUR EMAIL address doesn't work anymore.
    Should be working fine now- try it again: SAM@INTENSECYCLES.COM

  47. #47
    mtbr member
    Reputation:
    Join Date
    May 2007
    Posts
    781
    Just to update my situation... I received my front triangle (crash replacement) in the mail about a week ago. I contacted Sam via phone with some questions after it arrived regarding bearings I needed. He sent them out that day and helped with some mechanical tips.

    I agree with mzorich that contacting Intense directly when you have shelled out serious bucks on their equipment would be the best way to get answers when there is an issue. However, like others have said the manufacturer usually wants you to work with the retailer that sold the equipment, then the retailer works with the manufacturer. This worked in my case but I realize every situation is not the same. I would not just wait around for months hoping the bike shop is taking care of me with little or no communication from them without going ahead and calling Intense myself.
    In the end it is a case of dealing with people...and how you deal with them can affect the outcome of business. Be it the consumer or the business.

  48. #48
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    Question:if Intense wants you to bypass the dealer to resolve frame issues then why sell through dealers at all? just sell direct! it's conflicting to customers and shop owners,most if not all manufacturers want or demand that you go through dealers to resolve warranties,just makes sense!

  49. #49
    mtbr member
    Reputation:
    Join Date
    May 2008
    Posts
    309
    Had a frame issue recently and Sam took care of me and a replacement portion of my Tracer 2 frame. Good customer service!

    -E

  50. #50
    mtbr member
    Reputation:
    Join Date
    Jul 2011
    Posts
    6,801
    Quote Originally Posted by techfersure View Post
    Question:if Intense wants you to bypass the dealer to resolve frame issues then why sell through dealers at all? just sell direct! it's conflicting to customers and shop owners,most if not all manufacturers want or demand that you go through dealers to resolve warranties,just makes sense!
    Question: Can customer like you ever be pleased?
    They met your own expectations
    Quote Originally Posted by techfersure;10551364 I'm not looking for VIP treatment but I am out a bike in the beginning of our Enduro season with commitments and was hopefull that this would take a [U
    couple of weeks top[/U] to get resolved.
    You received the frame in less than two weeks yet still *****ing about the experience.
    OG Ripley v2
    Carver 420 TI

  51. #51
    mtbr member
    Reputation:
    Join Date
    Apr 2004
    Posts
    375

    Intense customer service

    Here's my story, I've got over 20yrs of biking & Intense is the only company that gave me a hard time! Here are some of the other brands I've owned: AMP research, GT, Mountain Cycle, Yeti, Santa Cruz & now a loyal Ibis owner. I had issues with AMP Research & GT, but their CS was very responsive & a pleasure to deal with! The other brands gave me no reasons to have to get in touch with CS.

    I bought one Intense Uzzi SL many years ago & a month into ownership the frame almost broke in 1/2 off a 1 foot tall jump. Of course they blamed me, told me this is a one time warranty repair & next time I should buy a BMX bike. The shop I bought it from let me exchange the frame for another brand. 3 months later other people started cracking the frame in the exact same location. Apparently they had a bad weld or something.

    If only they would have apologized to me instead of telling me to buy a BMX bike (Marv part owner of Intense is the one that told me this). I might have been an Intense for life owner, but because of this bad experience, I will never own an Intense bike! It's sad because I live nearby Intense & I've thought about giving them another chance, but every time I come to the Intense form I see some kind of cracked frame concern or a CS complaint. More so then I see from other brands. Again this is just my experience & honest opinion!

    Sent from my iPad using Tapatalk HD

    Sent from my iPad using Tapatalk HD

  52. #52
    mtbr member
    Reputation:
    Join Date
    Apr 2004
    Posts
    375
    Also for those that say to pick up a phone, for god sake it's the 21st Century!!! If a company can't figure out email, then maybe they shouldn't be in business. I've been using email since 2001 & the only time it's failed or what I told the person emailing me is when I on purposely deleted the email or it went into the Spam folder! Stop making excuses for Intense!

  53. #53
    mtbr member
    Reputation:
    Join Date
    Dec 2010
    Posts
    1,354
    Agreed mtbbiker! bottom line,Intense customer service is lame,unpredictable and there is no excuse! I'm now on a Pivot Mach 6 superior customer service and not a noddle! to many negatives for me to stay with Intense.

  54. #54
    mtbr member
    Reputation:
    Join Date
    Jul 2011
    Posts
    6,801
    Quote Originally Posted by mtbbiker View Post
    Also for those that say to pick up a phone, for god sake it's the 21st Century!!! If a company can't figure out email, then maybe they shouldn't be in business. I've been using email since 2001 & the only time it's failed or what I told the person emailing me is when I on purposely deleted the email or it went into the Spam folder! Stop making excuses for Intense!
    Nothing to make an excuse for, the guy got his replacement frame in less than 2 weeks which met his own expentations yet still *****ed about the experience. Stop making excuses for the OP.
    OG Ripley v2
    Carver 420 TI

  55. #55
    mtbr member
    Reputation:
    Join Date
    Sep 2008
    Posts
    475
    Mtbbiker- how many years ago was your issue? It may be time to call your dr for another session. Instead of bringing up old issues (sounds like many years old), maybe you could hope things have changed. By the posts littered through this thread, you can see that when you talk to these guys, they're getting it done.
    On that note... How can you guys (mtb biker and techfersure) even stomach complaining about a company who has a customer service department that is available via phone? If you don't want to call them, then don't. Just go to your bike shop and wait for them to do it. Nobody says you have to call Sam. He has made himself available and is incredibly responsive. (Even being proactive on this forum when people are asking questions, etc)

  56. #56
    mtbr member
    Reputation:
    Join Date
    Jul 2005
    Posts
    417
    I have owned a M1, Uzzi DH, 5.5, 6.6, Tracer VP, Socom, Uzzi VP and now a Carbine 275. I had a crack like many others on the Tracer VP and after calling them directly, I had a new rear triangle in 5 days. I recently broke my upper link on my Carbine and had a new link in 3 days. I have been riding Intense bike since '98, so I think this is a pretty good track record for them. When I have had a problem, they have resolved it quickly and w/o any headache. Just wanted to make sure people hear the good stories about Intense CS. People are usually quick to ***** and moan about them when they have a issue but there are just as many or more good stories about their CS as bad.

  57. #57
    mtbr member
    Reputation:
    Join Date
    Apr 2004
    Posts
    375
    Quote Originally Posted by mbell View Post
    Mtbbiker- how many years ago was your issue? It may be time to call your dr for another session. Instead of bringing up old issues (sounds like many years old), maybe you could hope things have changed. By the posts littered through this thread, you can see that when you talk to these guys, they're getting it done.
    On that note... How can you guys (mtb biker and techfersure) even stomach complaining about a company who has a customer service department that is available via phone? If you don't want to call them, then don't. Just go to your bike shop and wait for them to do it. Nobody says you have to call Sam. He has made himself available and is incredibly responsive. (Even being proactive on this forum when people are asking questions, etc)
    Personal preference, but I prefer email, especially when we are talking about $2000 & up frames. With an email you have everything documented. A phone call is your word against the other person's word. Not every Intense owner is on MTBR & privy to these contacts, so I would imagine there are way more horror stories out there, because many people prefer email exchange because its in writing.

    In my post, I didn't tell the entire story & the several phone calls between Intense & I. They were so arrogant on their end. They were convinced I launched off a 6' jump & landing to flat. They told me I had the wrong spring in the shock, but the bike shop ordered my frame straight from Intense & Intense asked for my height & weight! They made me feel like an idiot! I just spent about $6k on a bike & it almost broke in 1/2 on me the 1st month of ownership! Then the part owner Marv tells me next time buy a BMX bike! How would you take this? then I find out several months later several more frames broke in the exact same area. Not one apology! If it was an employee that told me this, I could probably forgive Intense, but when a part owner of Intense tells me to buy a BMX bike, well that's different.

  58. #58
    mtbr member
    Reputation:
    Join Date
    Sep 2008
    Posts
    475
    Quote Originally Posted by mtbbiker View Post
    Personal preference, but I prefer email, especially when we are talking about $2000 & up frames. With an email you have everything documented. A phone call is your word against the other person's word. Not every Intense owner is on MTBR & privy to these contacts, so I would imagine there are way more horror stories out there, because many people prefer email exchange because its in writing.

    In my post, I didn't tell the entire story & the several phone calls between Intense & I. They were so arrogant on their end. They were convinced I launched off a 6' jump & landing to flat. They told me I had the wrong spring in the shock, but the bike shop ordered my frame straight from Intense & Intense asked for my height & weight! They made me feel like an idiot! I just spent about $6k on a bike & it almost broke in 1/2 on me the 1st month of ownership! Then the part owner Marv tells me next time buy a BMX bike! How would you take this? then I find out several months later several more frames broke in the exact same area. Not one apology! If it was an employee that told me this, I could probably forgive Intense, but when a part owner of Intense tells me to buy a BMX bike, well that's different.

    How long ago was your issue?

  59. #59
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
    Join Date
    Aug 2012
    Posts
    353
    Quote Originally Posted by mtbbiker View Post
    Personal preference, but I prefer email, especially when we are talking about $2000 & up frames. With an email you have everything documented. A phone call is your word against the other person's word. Not every Intense owner is on MTBR & privy to these contacts, so I would imagine there are way more horror stories out there, because many people prefer email exchange because its in writing.

    In my post, I didn't tell the entire story & the several phone calls between Intense & I. They were so arrogant on their end. They were convinced I launched off a 6' jump & landing to flat. They told me I had the wrong spring in the shock, but the bike shop ordered my frame straight from Intense & Intense asked for my height & weight! They made me feel like an idiot! I just spent about $6k on a bike & it almost broke in 1/2 on me the 1st month of ownership! Then the part owner Marv tells me next time buy a BMX bike! How would you take this? then I find out several months later several more frames broke in the exact same area. Not one apology! If it was an employee that told me this, I could probably forgive Intense, but when a part owner of Intense tells me to buy a BMX bike, well that's different.
    That kind of treatment would never happen under my watch. While I cant change what happened in the past, I can guarantee you that I give my full attention to all emails and calls I receive. You can hold on to your grudge as long as you please, but detracting my current customer service for a 10+ year old issue is unfortunate...

  60. #60
    Dude, got any schwag?
    Reputation: TheSchwagman's Avatar
    Join Date
    Nov 2005
    Posts
    842
    ^^^ What Sam said.

    There was a song by the Eagles in their Hell Freezes Over album, Get Over It...
    Billy

    Speed is sweet, it's like an avenue to
    ... Shredtopia!

  61. #61
    mtbr member
    Reputation:
    Join Date
    Apr 2004
    Posts
    375

    Intense customer service

    Quote Originally Posted by Sam-IntenseCustServ View Post
    That kind of treatment would never happen under my watch. While I cant change what happened in the past, I can guarantee you that I give my full attention to all emails and calls I receive. You can hold on to your grudge as long as you please, but detracting my current customer service for a 10+ year old issue is unfortunate...
    I guess as long as a customer makes a post on here or calls you personally then things get moving quickly. Leave it to an LBS or emails & things take much longer to get resolved. I hate to tell you this but Intense's CS seems to be really hit & miss. Very similar to what I experienced, so maybe things haven't change that much!

    I really doubt most people would get over a comment from an owner of a bike company who tells you to next time buy a BMX bike! & then several months later others having the exact same problem from a bad weld. A simple apology would have gone a long way, but it appears the arrogance of Intense continues on.


    Sent from my iPad using Tapatalk HD

  62. #62
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
    Join Date
    Aug 2012
    Posts
    353
    Quote Originally Posted by mtbbiker View Post
    I guess as long as a customer makes a post on here or calls you personally then things get moving quickly. Leave it to an LBS or emails & things take much longer to get resolved. I hate to tell you this but Intense's CS seems to be really hit & miss. Very similar to what I experienced, so maybe things haven't change that much!

    I really doubt most people would get over a comment from an owner of a bike company who tells you to next time buy a BMX bike! & then several months later others having the exact same problem from a bad weld. A simple apology would have gone a long way, but it appears the arrogance of Intense continues on.


    Sent from my iPad using Tapatalk HD
    That's not my apology to give, and I don't think it would mean much to you at this point anyways. All I can say is that I would have handled it differently.
    Sam Wilson
    Things & Stuff Specialist
    Beer Drinker
    Intense Cycles, Inc.
    Sam@Intensecycles.com

  63. #63
    mtbr member
    Reputation:
    Join Date
    Jul 2011
    Posts
    6,801
    Quote Originally Posted by mtbbiker View Post
    I guess as long as a customer makes a post on here or calls you personally then things get moving quickly. Leave it to an LBS or emails & things take much longer to get resolved. I hate to tell you this but Intense's CS seems to be really hit & miss. Very similar to what I experienced, so maybe things haven't change that much!

    I really doubt most people would get over a comment from an owner of a bike company who tells you to next time buy a BMX bike! & then several months later others having the exact same problem from a bad weld. A simple apology would have gone a long way, but it appears the arrogance of Intense continues on.


    Sent from my iPad using Tapatalk HD

    I have emailed Intense several times with questions and always had a quick response. I've also called. So I find it hard to believe the OPs LBS tried very hard at all. OP friends or not you don't know for a fact when or how hard the shop tried, yet you have no trouble trying to smear a companies rep.
    Last edited by TwoTone; 12-13-2013 at 07:43 PM.
    OG Ripley v2
    Carver 420 TI

  64. #64
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    Sam -

    It is a tough job to defend against everything you will see here. I can say that about 8 years ago, I had an issue and I emailed Jeff directly and he promptly responded and send me the parts I needed at no charge and even a sweet T-Shirt! That has always been my experience with you guys, and that simple act made me a customer for life!

    About 6 months ago, my Uzzi frame cracked in the rear triangle. It was, in my view, a fair amount of time to get a new rear triangle, get it to paint and get it shipped out.

    I greatly appreciate what you are doing and I'm sure you handle many crappy issues everyday! Looks like you are doing your best to keep the brand top notch and keep customers happy.

    Thanks!

    Tim
    Uzzi

  65. #65
    mtbr member
    Reputation:
    Join Date
    May 2013
    Posts
    456
    I have to applaud Intense for being willing to "get in the ring" of the mtbr forums. Very few bike/part manufacturers actually check their forums to see what people are saying about them. Just by being on here, they're showing that they care, and are making themselves available to us.

    BTW, I met Sam and Andrew at Outerbike (hey guys!). After chatting with them, and test riding a few times, I bought a used Carbine 275. It's been awesome, and I have no complaints whatsoever. It came with a Cane Creek shock, but they didn't have a wrench handy to go with it. So I emailed them, and I had the wrench and tuning guide within a week.

  66. #66
    mtbr member
    Reputation:
    Join Date
    May 2009
    Posts
    148
    ^^^^interesting. Didn't realize the carbine275 existed in 2013.

  67. #67
    mtbr member
    Reputation:
    Join Date
    Oct 2008
    Posts
    136
    Since this thread was bumped, I'd just like to add my own Intense anecdote. I've owned a Tracer 29 since 2010 and have really enjoyed it. Unfortunately, I've broken it a number of times due to the conditions and miles on the bike. Each time, Intense has been awesome to work with and has provided first class support. My next bike will be an Intense as I can't see anyone else being so supportive of people who actually ride their bikes to failure.

    Thanks to Sam and the Intense team!

  68. #68
    mtbr member
    Reputation:
    Join Date
    May 2009
    Posts
    148
    Good to hear another positive post as I anxiously await a response for my own issue😔

  69. #69
    I just wanna go fast!
    Reputation: bdamschen's Avatar
    Join Date
    Jan 2006
    Posts
    1,754
    Quote Originally Posted by ashaw View Post
    Good to hear another positive post as I anxiously await a response for my own issue😔
    Pro tip for any customer service related needs with any bike company- calling works a million times better than emailing.

  70. #70
    mtbr member
    Reputation:
    Join Date
    May 2009
    Posts
    148
    Ya that's my next step, with email I can send pics however. I'll be taking that route this afternoon👍

  71. #71
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
    Join Date
    Aug 2012
    Posts
    353
    Email info for everyone's reference!:

    CS @ Intensecycles.com (Customer service/warranty issues & questions)
    INFO @ Intensecycles.com (General Questions)

    Johnny @ Intensecycles.com (Customer service rep- Domestic)
    Chad @ Intensecycles.com (Customer service manager/International)
    Sam @ Intensecycles.com (Things & Stuff Specialist & Jackass of all trades hahaha!)
    Sam Wilson
    Things & Stuff Specialist
    Beer Drinker
    Intense Cycles, Inc.
    Sam@Intensecycles.com

  72. #72
    mtbr member
    Reputation: slowrider's Avatar
    Join Date
    May 2004
    Posts
    2,764
    Sam and Chad have handled my only technical issue I've had with either of my frames by extracting a destroyed bearing and replacing it free of charge. They also assembled the demo bike frame I purchased after powder coating no charge while I waited. Thank you Sam and Chad!

  73. #73
    Self Appointed Judge&Jury
    Reputation: DIRTJUNKIE's Avatar
    Join Date
    Oct 2000
    Posts
    29,488
    Quote Originally Posted by Sam-IntenseCustServ View Post
    Email info for everyone's reference!:

    CS @ Intensecycles.com (Customer service/warranty issues & questions)
    INFO @ Intensecycles.com (General Questions)

    Johnny @ Intensecycles.com (Customer service rep- Domestic)
    Chad @ Intensecycles.com (Customer service manager/International)
    Sam @ Intensecycles.com (Things & Stuff Specialist & Jackass of all trades hahaha!)
    And no Jeff email.
    Quote Originally Posted by targnik View Post
    So I shoot off all full of bravado, hit this wee booter - grabbing some air, then I land - leading into a greasy rut.

  74. #74
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
    Join Date
    Aug 2012
    Posts
    353
    Quote Originally Posted by DIRTJUNKIE View Post
    And no Jeff email.
    I'll gladly forward a personal message to Mr. Intense himself on your behalf
    Sam Wilson
    Things & Stuff Specialist
    Beer Drinker
    Intense Cycles, Inc.
    Sam@Intensecycles.com

  75. #75
    mtbr member
    Reputation: manitou2200's Avatar
    Join Date
    Apr 2006
    Posts
    2,839
    I want to share a kind of critical customer service experience I had with Intense. I have to say that both Chad and Sam have been very responsive and accommodating with regards to customer service issues with me. Last fall I creased the right seat stay after having ridden the bike pretty hard for the last 3 years. I contacted Chad over the phone and he told me that they should be able to help me with a replacement rear triangle for my 3 year old Spider 29.

    A short time later Chad told me that he found me a replacement rear triangle. I told Chad that I'm not in a hurry as my riding season is over and I've got the winter to sort it out, so keep me posted on the progress.

    I checked back with Sam and Chad and I got an email reply from Sam to update me on the status on my replacement rear triangle. They were repainting the RT to match my Works Red bike and sending it to me with new bearings....N/C!

    I received the basically new RT with new bearings in late February. I rebuilt the bike and did some other maintenance on it and have the bike in as good as new condition.

    I have to thank Sam, Chad and Intense for their diligence and the replacement rear triangle and new bearings, this I believe is customer service above and beyond what is normal and expected!

    I've got the Spider back out the (some of my secret) trails!

    My Spider ready to get down now! Ha!

    In summary, my suggestion is to try to be as patient as the conditions warrant and things should work out! In my case I damaged the bike near the end of the season for me and I was patient and frankly not sure what to expect regarding a bike that I damaged with literally a couple thousand miles on it. I think that this is truly great customer service and I also want to say; these guys ROCK as far a service goes!!

    Chad and Sam, Please share my Intense CS experience with Jeff and Andrew. I think they need to know with confirmation, the high level of service you guys are providing! Thank you!

  76. #76
    Self Appointed Judge&Jury
    Reputation: DIRTJUNKIE's Avatar
    Join Date
    Oct 2000
    Posts
    29,488
    Quote Originally Posted by Sam-IntenseCustServ View Post
    I'll gladly forward a personal message to Mr. Intense himself on your behalf
    Just tell him I've been a loyal fan since the mid nineties. And if he so feels indebted he can ship a 275 DVO my way, time permitting of course.

    I'll pay shipping of course.
    Last edited by DIRTJUNKIE; 04-22-2015 at 12:16 PM.
    Quote Originally Posted by targnik View Post
    So I shoot off all full of bravado, hit this wee booter - grabbing some air, then I land - leading into a greasy rut.

  77. #77
    mtbr member
    Reputation:
    Join Date
    May 2009
    Posts
    148
    Update to my earlier post. Sam was very responsive and I had a new Carbine rear triangle at my dealership (in Kansas 😖, nonetheless) quicker than I could get the bike in. Hopefully back on trail this weekend👍

  78. #78
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
    Join Date
    Nov 2004
    Posts
    118
    You guys - Sam is the BOSS. Every experience with him has been positive and if I lived in Temecula I would have the guy over for some ribs. It's obvious he loves what he does and wants to keep us all on the trail!
    Uzzi

  79. #79
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
    Join Date
    Aug 2012
    Posts
    353
    Quote Originally Posted by orastreet View Post
    You guys - Sam is the BOSS. Every experience with him has been positive and if I lived in Temecula I would have the guy over for some ribs. It's obvious he loves what he does and wants to keep us all on the trail!
    Much appreciated! Always glad to help.

    Mmmm ribs sound good.... I'll bring the beer!
    Sam Wilson
    Things & Stuff Specialist
    Beer Drinker
    Intense Cycles, Inc.
    Sam@Intensecycles.com

  80. #80
    mtbr member
    Reputation:
    Join Date
    Jul 2007
    Posts
    638
    I've dealt w Chad 2xs over the years (one warranty rear tri - nothing new there....and a general ques about shock set up).

    He was professional and bro-down at the same time and really helped a lot......

  81. #81
    mtbr member
    Reputation: CaptDan's Avatar
    Join Date
    Jun 2013
    Posts
    242

    No problem here.

    - Found out I had misplaced 2 lower-link washers while reassembling my Spider 29.

    - Sent an email to Intense at 12 midnight asking about availability.

    - 9 hours later Johnny from Intense called me. After a short conversation the parts are on their way -- no charge, just the cost of shipping.


    This is the second time I've ordered parts from Intense Cycles. Both times were quick & trouble-free.

  82. #82
    mtbr member
    Reputation:
    Join Date
    Sep 2015
    Posts
    22
    Hey all, thanks a ton for all of your experiences and opinions. Thanks Sam for being active on this forum too. And for the direct contact info!! That's huge! I'm currently in what I consider a not acceptable warranty claim with another bike company, so I've been looking into alternative brands. I've heard amazing things about Intense (from a ride stand point) but hadn't heard anything about warranty and such. Being in my current position, customer service investigation just became my number 1 priority when purchasing a bike (it shouldn't be this way!) And what I've gotten from this forum is be diligent, and you will be taken care of. The key for me (I'm an engineer, working for a small company) is to always remember email is important to get things in writing, but phone calls make things happen. It's standard practice for us to follow up our outgoing email with phone calls - and ask for an email reply to keep a paper trail. My biggest issue now with Intense is the fact that I'm in the Upper Peninsula of Michigan, and there's no Intense dealers for +600 miles (from the dealer lookup). Anyone in the UP occasionally that I could test out frame fit? Anyone? Copper Harbor is worth the trip! Or Spirit Mountain in Duluth!

  83. #83
    CTB
    CTB is offline
    mtbr member
    Reputation: CTB's Avatar
    Join Date
    Feb 2008
    Posts
    1,235
    If you're ever in the Detroit area, you can try my 2009 Tracer VP medium, for whatever that's worth (probably not much, given how much the bikes have changed!). My trip to Copper Harbor never happened this year...

    Anyhoo...I had a nice experience with Chad last fall. I showed up in person for a tour and left with plans for the replacement part I needed to get my bike back on the dirt, even in my sorta-custom color. A little bit luck, but also Chad going a little extra for me. Much appreciated. I'm sure Sam would have done the same.

  84. #84
    mtbr member
    Reputation: CaptDan's Avatar
    Join Date
    Jun 2013
    Posts
    242
    Johnsonad,
    I have a 2012 Spider 29 (Al) in Large you can try anytime, but like CTB, I'm in the Detroit area, and also like CTB, our trip to Copper Harbor didn't happen this year.


    Anyway, I had to go to Medina, Ohio, to purchase my Intense, so I know what you mean about available dealers.

    Good luck!

  85. #85
    mtbr member
    Reputation: manitou2200's Avatar
    Join Date
    Apr 2006
    Posts
    2,839
    Quote Originally Posted by Johnsonad11 View Post
    Hey all, thanks a ton for all of your experiences and opinions. Thanks Sam for being active on this forum too. And for the direct contact info!! That's huge! I'm currently in what I consider a not acceptable warranty claim with another bike company, so I've been looking into alternative brands. I've heard amazing things about Intense (from a ride stand point) but hadn't heard anything about warranty and such. Being in my current position, customer service investigation just became my number 1 priority when purchasing a bike (it shouldn't be this way!) And what I've gotten from this forum is be diligent, and you will be taken care of. The key for me (I'm an engineer, working for a small company) is to always remember email is important to get things in writing, but phone calls make things happen. It's standard practice for us to follow up our outgoing email with phone calls - and ask for an email reply to keep a paper trail. My biggest issue now with Intense is the fact that I'm in the Upper Peninsula of Michigan, and there's no Intense dealers for +600 miles (from the dealer lookup). Anyone in the UP occasionally that I could test out frame fit? Anyone? Copper Harbor is worth the trip! Or Spirit Mountain in Duluth!
    I know the guys at Quick Stop Bike in Marquette 906.225.1577 and even though they don't stock any Intense currently they are still a dealer. Call and ask for my buddy Nevin, tell him Allan told you to call. See what they might be able to do for you. I was just recently riding there for 10 days and I just had built an Intense Spider Comp for one of my buds who was with me on that trip.
    The Intense CS team ROCKS hard, they are one of the best servicing teams out there!

  86. #86
    mtbr member
    Reputation:
    Join Date
    Sep 2015
    Posts
    22
    Manitou2200 thanks for the tip that's good to know! Don't think I could match a face with the name, but Nevin sounds familiar, and I know Phil. I'll actually be over there next weekend for the Marquette trails fest, so I'll talk with those guys (assuming they're doing the enduro) and see what they have for ideas. If anyone locally is riding what I'd like to try out, those guys would know it!

  87. #87
    mtbr member
    Reputation: manitou2200's Avatar
    Join Date
    Apr 2006
    Posts
    2,839
    Nevin is the bearded one, super good guy and most all of them will be doing the enduro, except Phil, he separated his shoulder a couple weeks ago after he won the Copper enduro and DH.
    I might make another trip up there for trail fest, we'll see what's going on. I'm near Cedar/ Maple City in Leelanau County and things are still pretty trashed here from the storm we had in early August. I'm still cutting up huge 100' tall maples and beech that were ripped out of the ground in that storm.

  88. #88
    mtbr member
    Reputation:
    Join Date
    May 2013
    Posts
    456
    Absolutely no complaints with Intense's customer service here. Broke my upper link and rear triangle a few weeks ago. Had a new link and new rear triangle, covered under warranty, 10 days later.

  89. #89
    mtbr member
    Reputation: manitou2200's Avatar
    Join Date
    Apr 2006
    Posts
    2,839
    Quote Originally Posted by Johnsonad11 View Post
    Manitou2200 thanks for the tip that's good to know! Don't think I could match a face with the name, but Nevin sounds familiar, and I know Phil. I'll actually be over there next weekend for the Marquette trails fest, so I'll talk with those guys (assuming they're doing the enduro) and see what they have for ideas. If anyone locally is riding what I'd like to try out, those guys would know it!
    Were you in Marquette for the enduro this past weekend? I did the night enduro on Saturday. It was a blast!

  90. #90
    mtbr member
    Reputation:
    Join Date
    Sep 2015
    Posts
    22
    Quote Originally Posted by manitou2200 View Post
    Were you in Marquette for the enduro this past weekend? I did the night enduro on Saturday. It was a blast!
    I did go over for the enduro, but I was only there for Sunday, drove over in the morning. Heard it was a blast, sad I missed it. But I hadn't ridden in two weeks, so would have been an even more painful weekend had I done the night race too :-P

  91. #91
    mtbr member
    Reputation:
    Join Date
    May 2013
    Posts
    456
    I cracked the upper link and rear triangle on my Carbine 275 about a month ago. Not sure what happened, had been getting rowdy and maybe a bolt loosened up?? Had a new link and rear triangle within 10 days. No hassle, no big deal. Intense rocks!

  92. #92
    mtbr member
    Reputation:
    Join Date
    Aug 2008
    Posts
    74
    I broke upper link on my 2014 Carbine 29 and Johnny answered the phone this morning and is sending me a new one 2 day air! Great customer service


    Sent from my iPhone using Tapatalk

  93. #93
    mtbr member
    Reputation: manitou2200's Avatar
    Join Date
    Apr 2006
    Posts
    2,839
    Quote Originally Posted by Skelldify View Post
    I cracked the upper link and rear triangle on my Carbine 275 about a month ago. Not sure what happened, had been getting rowdy and maybe a bolt loosened up?? Had a new link and rear triangle within 10 days. No hassle, no big deal. Intense rocks!
    Quote Originally Posted by jpickus View Post
    I broke upper link on my 2014 Carbine 29 and Johnny answered the phone this morning and is sending me a new one 2 day air! Great customer service


    Sent from my iPhone using Tapatalk
    OK you guys, stop throwing your bikes! They'll be on to you!

  94. #94
    mtbr member
    Reputation:
    Join Date
    Jan 2017
    Posts
    5
    I ordered an Intense hardtail from an on-line store in NSW, Australia ( not far from me). When they went to build, the front derailleur was clamped so tightly to the seat tube by Intense that the frame had cracked. Consequently, the bike shop discovered two other intense brand new bikes of the same model in the same condition. The bike shop put in a claim to Intense and have been chasing up every day for two weeks but no response. This leads to question:
    1. Quality Control at Intense - how do you allow three frames to crack in the same way.
    2. The After Sales Service - They have my money, but I can't get my bike. If this response is a reflection of Intense customer service, I am getting my money back and going elsewhere.

  95. #95
    Captain One Lung SuperModerator
    Reputation: JCWages's Avatar
    Join Date
    Jan 2015
    Posts
    3,738
    Quote Originally Posted by MTB AUS View Post
    I ordered an Intense hardtail from an on-line store in NSW, Australia ( not far from me). When they went to build, the front derailleur was clamped so tightly to the seat tube by Intense that the frame had cracked. Consequently, the bike shop discovered two other intense brand new bikes of the same model in the same condition. The bike shop put in a claim to Intense and have been chasing up every day for two weeks but no response. This leads to question:
    1. Quality Control at Intense - how do you allow three frames to crack in the same way.
    2. The After Sales Service - They have my money, but I can't get my bike. If this response is a reflection of Intense customer service, I am getting my money back and going elsewhere.
    Have you spoken to or emailed Sam@intensecycles.com directly? He has been very helpful.

  96. #96
    mtbr member
    Reputation:
    Join Date
    Jan 2017
    Posts
    5
    I appreciate the response JCWages, but essentially the warranty claim is between Intense and the bike shop who reported the issue. I am the guy end at the end of the line who is losing out. I have not even seen the bike yet and dont have the detail to give to Sam.

  97. #97
    Captain One Lung SuperModerator
    Reputation: JCWages's Avatar
    Join Date
    Jan 2015
    Posts
    3,738
    Quote Originally Posted by MTB AUS View Post
    I appreciate the response JCWages, but essentially the warranty claim is between Intense and the bike shop who reported the issue. I am the guy end at the end of the line who is losing out. I have not even seen the bike yet and dont have the detail to give to Sam.
    No problem. You seemed to be blaming Intense but if you haven't spoken with them how can you be sure some of the blame doesn't lie with the shop/retailer? I just like to get the whole story before I publicly blast a company is all. I'm not saying you are wrong here. Just trying to get a clear story. I hope you get a sweet bike soon! Shelling out hard earned cash then having to wait is no fun.

  98. #98
    mtbr member
    Reputation:
    Join Date
    May 2013
    Posts
    456
    This brings up an interesting question of how much control Intense has over their dealers. I know my local Intense dealer is crap for various reasons I won't go into. I've complained about them to Intense multiple times, but nothing changes. So, I started dealing with Intense directly with my warranty issues, and the direct service from Intense wasn't any better. So I'm not sure what to think.

  99. #99
    Trail Gnome Moderator
    Reputation: griz's Avatar
    Join Date
    Jan 2011
    Posts
    2,642
    Quote Originally Posted by Skelldify View Post
    This brings up an interesting question of how much control Intense has over their dealers. I know my local Intense dealer is crap for various reasons I won't go into. I've complained about them to Intense multiple times, but nothing changes. So, I started dealing with Intense directly with my warranty issues, and the direct service from Intense wasn't any better. So I'm not sure what to think.
    JCWages is right...contact Sam@intensecycles.com he corrected a bad situation for me.

  100. #100
    Castrón BTT Crew
    Reputation: Castron Blackass's Avatar
    Join Date
    Feb 2006
    Posts
    54
    Hi,
    Im in the same situation with the Spain dealer. Too many days without notice to replace a broken linkage on a Carbine. Really sad.

    Bye!

Page 1 of 2 12 LastLast

Similar Threads

  1. Customer Service
    By drjay9051 in forum Jamis
    Replies: 0
    Last Post: 06-20-2013, 05:48 AM
  2. Intense customer service phone number?
    By JimEG in forum Intense
    Replies: 1
    Last Post: 12-18-2012, 03:10 PM
  3. GREAT Customer Service from Intense/Johnny
    By Christiaan in forum Intense
    Replies: 8
    Last Post: 05-23-2012, 04:13 PM
  4. Intense Cycles Customer support email?
    By intsikko in forum Intense
    Replies: 9
    Last Post: 12-05-2011, 01:40 AM
  5. Bad experience with Intense customer service
    By peligro in forum Intense
    Replies: 33
    Last Post: 11-13-2011, 10:01 PM

Members who have read this thread: 14

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •