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  1. #1
    switchback sculptor
    Reputation: erosive's Avatar
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    ... and if we just ... Intense is a very cool company!!!

    I wanted to share a great customer service experience...

    I purchased a used 2009 Uzzi in early 2010 and rode it hard as I could.
    It's final voyage, before I planned on selling it for a new 951, was a trip to Whistler this fall.
    My brother rode it and I rode the new 951, both of our first trip up there, was the best time ever but...
    ...when I got home I found the rear triangle had cracked in the lower pivot area.
    As a second owner, I doubted I deserved any warranty on a three year old frame.
    However, at the suggestion of a friend, I went ahead and called up Intense.

    WOW...I can't express how much better it went than I had imagined.
    Intense told me they would honor the warrantee due to the common hiccup, even for a second owner.
    They were out of replacement rear triangles and I was looking at a six month wait for the new batch...
    ...so they sent me a brand new 2012 Uzzi complete frame for the price of the new shock!!!

    Thanks guys...so far beyond necessary.
    I love supporting companies that stand behind their products more than their lawyers.
    \m/ \m/
    Attached Thumbnails Attached Thumbnails Intense is a very cool company!!!-dsc_0009.jpg  


  2. #2
    switchback sculptor
    Reputation: erosive's Avatar
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    Some pix...
    Attached Thumbnails Attached Thumbnails Intense is a very cool company!!!-intense.jpg  

    Intense is a very cool company!!!-screen-shot-2012-09-21-10.43.jpg  

    Intense is a very cool company!!!-screen-shot-2012-09-22-8.27.jpg  


  3. #3
    inexperienced at large
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    Dude

    That is really cool

  4. #4
    deez nuts
    Reputation: shaft's Avatar
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    Nice job Intense!

  5. #5
    mtbr member
    Reputation: Salespunk's Avatar
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    Impressive

  6. #6
    ride more
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    Wow, thats awesome...

  7. #7
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    They were great when I had an issue with one of mine back in the day and went way beyond what they needed to. That's why I have my fourth Intense in six years on the way.

  8. #8
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    Thanks for sharing a GREAT customer service experience. I also have had them do the same for me a couple of times over the years. This is why I have had 9 different Intense bikes since '98. They have always treated me right.

  9. #9
    I fix your broken ****!
    Reputation: Sam-IntenseCustServ's Avatar
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    Glad we could take care of you guys. We appreciate the positive comments so much and thank you all for the support!! Shred on!

  10. #10
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    More people should post their good experiences here. It's all too easy for people to have something bad happen to their bike and then blame the manufacturer for the problem (when more often than not it's rider error).

    Everyone with an Intense, whatever the model, whatever the year. Look at it. Look and think about the time it took to build. Now go ride it. And realise that all those hours cutting, welding, polishing and spraying were all done so you can keep that smile on your face.

    Well done Intense for breaking out of the mould, for staying out of the mainstream, for keeping riding alive.

  11. #11
    ride
    Reputation: ignazjr's Avatar
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    We have been selling Intense for I think 9 years now? Always had great experiences with Intense customer service. Keep up the great work, guys!
    Redstone Cyclery
    turner*intense*transition*REEB*Rocky Mt
    web - tweet - FB
    Lyons, CO

  12. #12
    Glad to Be Alive
    Reputation: SHIVER ME TIMBERS's Avatar
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    GREAT NEWS...THAT IS AWESOME....all I know is Intense has always took care of me and a few friends too
    the trick is ENJOYING YOUR LIFE EACH DAY, don't waste them away wishing for better days

  13. #13
    mtbr member
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    Same here. Always great support!

  14. #14
    mtbr member
    Reputation: CoyoteRun's Avatar
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    Uzzi DH
    Uzzi DH (not typo, I really had 2, the same time)
    Uzzi SL
    M1
    Five Point Five (small)
    M3
    Spider XVP
    Five Point Five (Medium)
    Socom
    Tracer VP
    M9

  15. #15
    mtbr member
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    while their turnaround time has been less than stellar for me (i'm a guide in tahoe and it took 1.5 months to get my cracked frame replaced) they do go out of thier way to make you satisfied. If they can up their turnaround time, I will keep recoomending to my clients. Hard to do that though while I rode a nomad waiting for my replacement frame for 1.5 months when they said it would take a week.

  16. #16
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    [QUOTE=markcjr;(i'm a guide in tahoe [/QUOTE]

    You are a guide and you pay retail? Nobody getting a bro price would be ******y enough to post negative comments. So, uh, which one is it?
    here we go again

  17. #17
    Lord of the Chain Rings
    Reputation: orastreet's Avatar
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    I had problems getting a d-railer hanger a few years back, I emailed Jeff and he sent me three and a sweet Intense T-Shirt! I have not forgotten that.
    Uzzi

  18. #18
    mtbr member
    Reputation: Tkul's Avatar
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    nice to know that there is still GOOD customer support
    PS - nice 951!

  19. #19
    mtbr member
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    Good to hear.
    2010 Intense Spider 2
    2010 Ibis Tranny SS
    2012 Salsa Mukluk 2
    2013 Salsa Spearfish 1
    2013 Trek Domane 5.2
    2014 Hakkalugi

  20. #20
    mtbr member
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    In my experience they were a bit slow on getting a new swingarm for my M9; however, they did come through and gave me a great deal because of the wait. I always wanted one back when I was a kid and have owned two of them since being able to. Every so often a thread complaining about negative experiences with them comes across so I am glad to see the threads discussing the positive experiences when they arise.
    2012 Intense M9
    2012 Pivot Mach 5.7 Carbon
    2008 Look 595
    2007 Custom Litespeed Sewanee

  21. #21
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    Intense is a very cool company!!!

    Just found this thread, as I ironically just found myself in the first half of this scenario. This is just one more positive story I've heard about Intense and their CS. Really adds peace of mind to staying with Intense. Thumbs up!

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