I wanted to get opinions and also let you know to be wary if you are considering an Intense carbon frame not to expect much from them via customer service or on the warranty front. I'm my experience over the past month, they are only willing to do the very minimum to make things work, not make them right.
I bought a new Carbine 275 in May in my local shop and built it up with a high end mix. Im a fairly light and short rider at 150lbs and 5'4. Recently on a ride at Whiting Ranch flying down a short rocky section, my FD started rubbing badly. In a few seconds, my right crank arm had fallen off. Made it back to the car by bolting it on and riding right side only for 10 miles. Took it to my LBS and they were shocked as were a number of riders on the trail that saw what happened. They replaced the crank arm, lined up the FD and said I was good to go.
Next day, I am riding with 2 buddies, one of which is a mechanic and works for a major OC based MTB component MFG. Rolling down Rock It at Aliso and in the large baby head section, both arms fly off with pedals still attached to me. Im flying with no platform and unable to plant my feet to to my new attachments. I end up thankfully slowing down and crashing into a bush.
Thinking my cranks were damaged, went back to my LBS. They removed the cranks and found two small voids on the inner carbon of the frame in the BB are. You could actually put your finger in them. Took 2 weeks and a lot of back and forth with Intense because they apparently did not want to cover it. Finally, They said they would send a new frame as "consumer good will", thereby not admitting any defaults to their frame.
When it arrived, it was not the frame, not the shock, not the pivot bolts or bearing, just the bare front triangle....OK, no worries, at least they sent something. As I arrive at the shop to pick up the rebuilt frame, I notice the front and rear are two completely different reds. not even close. The LBS contacts Intense and they said that they cant even guarantee front and rear match on new frames. This is a 2014 front with a 2013 rear. Incredibly irritating. I know most would be happy that the MFG fixed their issue...I am, however, I didn't spend this amount of $'s to ride a bike that looks like a mismatch because of MFG error. I keep asking myself, would they put their riders on this, would they sell this to a customer, would they ride this? Strongly doubt it and if they would its no wonder they are having so many challenges back in the US market with so many MFGs that understand the benefits of customer service.
Sorry to rant but I have had it. Terrible customer service has led me to post this as well as sell the frame (obviously crazy cheap) because it doesn't match. Any opinions on options other than those I am currently exploring would be appreciated. Thanks!
I bought a new Carbine 275 in May in my local shop and built it up with a high end mix. Im a fairly light and short rider at 150lbs and 5'4. Recently on a ride at Whiting Ranch flying down a short rocky section, my FD started rubbing badly. In a few seconds, my right crank arm had fallen off. Made it back to the car by bolting it on and riding right side only for 10 miles. Took it to my LBS and they were shocked as were a number of riders on the trail that saw what happened. They replaced the crank arm, lined up the FD and said I was good to go.
Next day, I am riding with 2 buddies, one of which is a mechanic and works for a major OC based MTB component MFG. Rolling down Rock It at Aliso and in the large baby head section, both arms fly off with pedals still attached to me. Im flying with no platform and unable to plant my feet to to my new attachments. I end up thankfully slowing down and crashing into a bush.
Thinking my cranks were damaged, went back to my LBS. They removed the cranks and found two small voids on the inner carbon of the frame in the BB are. You could actually put your finger in them. Took 2 weeks and a lot of back and forth with Intense because they apparently did not want to cover it. Finally, They said they would send a new frame as "consumer good will", thereby not admitting any defaults to their frame.
When it arrived, it was not the frame, not the shock, not the pivot bolts or bearing, just the bare front triangle....OK, no worries, at least they sent something. As I arrive at the shop to pick up the rebuilt frame, I notice the front and rear are two completely different reds. not even close. The LBS contacts Intense and they said that they cant even guarantee front and rear match on new frames. This is a 2014 front with a 2013 rear. Incredibly irritating. I know most would be happy that the MFG fixed their issue...I am, however, I didn't spend this amount of $'s to ride a bike that looks like a mismatch because of MFG error. I keep asking myself, would they put their riders on this, would they sell this to a customer, would they ride this? Strongly doubt it and if they would its no wonder they are having so many challenges back in the US market with so many MFGs that understand the benefits of customer service.
Sorry to rant but I have had it. Terrible customer service has led me to post this as well as sell the frame (obviously crazy cheap) because it doesn't match. Any opinions on options other than those I am currently exploring would be appreciated. Thanks!