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  1. #1
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    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
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    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
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    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
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    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
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    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
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    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
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    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
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    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
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    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
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    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 ****e! 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
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    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
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    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
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    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
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    Call Chad at (951) 296-9596 ext. #818 He has always been available when I call.

  15. #15
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    I sent emails to intense about 4 months ago regarding questions about my M9. No response. Ever.

  16. #16
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    Calling is the best way to go. I've had great experience when I called them

    -E

  17. #17
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    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

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    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
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    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
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    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
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    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
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    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
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    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
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    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
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    It doesn't seem right, but call them up. I have gotten to Chad everytime I called.
    Uzzi

  26. #26
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    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
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    Chad and Sam are great "down to earth" guys!
    If you have any issues, they will take care of you!
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  28. #28
    I fix your broken ****!
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    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
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    Sam kicks ass! Keep up the good work!

  30. #30
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    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.
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  31. #31
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    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
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    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.
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  33. #33
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    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
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    Sold Carbine,and have SS2 for sale moving onto Pivot for many reasons,in the end just believe Intense lost there edge.

  35. #35
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    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!
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  36. #36
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    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
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    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?
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  38. #38
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    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
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    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
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    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
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    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

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    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.

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    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 11:11 AM.

  44. #44
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    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
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    Tried to send Sam an email today but it keeps failing. SAM YOUR EMAIL address doesn't work anymore.
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  46. #46
    I fix your broken ****!
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    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
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    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
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    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
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    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
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    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.
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