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Best customer service???


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flag hooch256
Posted: Jun 29, 2019 at 8:43 Quote
Newb here! I just bought a used 2018 Giant Reign Advanced 0 off PB after coming off an old Jamis Durango. Anyways, I am already looking for my next new purchase. From what I gather from my research of MTN bikes, is they all are very capable of doing what I need them to do.

So I am open to buying just about any bike but customer service is incredibly important to me. Intense and Yeti are both currently the top of my list but have recent read some troubling information about their customer service. So who has the best customer service in the MTN bike realm????
flag mars-bar-man
Posted: Jun 29, 2019 at 10:35 Quote
Define what you mean by customer service?

Do you mean they send you cool stuff if you ask? Or do they replace any damaged parts FOC regardless of what happened?

Your LBS will be the place you get the customer service from, not the manufacturer.
flag hooch256
Posted: Jun 29, 2019 at 10:50 Quote
I’m not the type to use LBS. sadly where I am located they are not very good and they overcharge for everything. Not to mention my only options are Trek, Specialized, Santa Cruz, Giant, and Devinci. I typically have to source my own stuff. So I am looking for a manufacturer that has great customer service. I’m not concerned with swag, I just like to know I am covered whenever there is an issue.
flag gmoss
Posted: Jun 29, 2019 at 10:52 Quote
Yes, customer service can mean many things. I look at it from a warranty perspective and how well the manufacturer holds it up. Santa Cruz has been very good to me. I have always been able to call with questions and they have stood behind their warranty (lifetime frame and bearing replacement). Had the front triangle replaced on my 2018 Tallboy CC. Shock bolt seized to the shock and pushed the threads out, stripping them, cracking the frame. If not, I would not be riding as I could not afford another one. Warranty is big for me on the $ these bikes cost now.
flag hooch256
Posted: Jun 29, 2019 at 11:20 Quote
gmoss wrote:
Yes, customer service can mean many things. I look at it from a warranty perspective and how well the manufacturer holds it up. Santa Cruz has been very good to me. I have always been able to call with questions and they have stood behind their warranty (lifetime frame and bearing replacement). Had the front triangle replaced on my 2018 Tallboy CC. Shock bolt seized to the shock and pushed the threads out, stripping them, cracking the frame. If not, I would not be riding as I could not afford another one. Warranty is big for me on the $ these bikes cost now.

Yes warranty stuff is huge. If I am going to drop 5-7k on a bike I want to know I’m covered. I’ve really been leaning towards an Intense but have read a lot of negative stuff in regards to warranty stuff. But also, have read they have been improving as well.
flag gnarnaimo
O+
Posted: Jun 29, 2019 at 11:35 Quote
Santa Cruz is famous for great customer service.
flag Dedward2
Posted: Jun 29, 2019 at 12:16 Quote
[Quote="hooch256"Not to mention my only options are Trek, Specialized, Santa Cruz, Giant, and Devinci.[/Quote]

Those first 4 are the biggest brands in the industry. In terms of ease of access to service parts and warranty support, I'm not sure why you would rule out the only companies that DO have local representation in your market.
flag gmoss
Posted: Jun 29, 2019 at 12:21 Quote
hooch256 wrote:
I’m not the type to use LBS. sadly where I am located they are not very good and they overcharge for everything. Not to mention my only options are Trek, Specialized, Santa Cruz, Giant, and Devinci. I typically have to source my own stuff. So I am looking for a manufacturer that has great customer service. I’m not concerned with swag, I just like to know I am covered whenever there is an issue.

my local SC dealer just closed up shop. I didn't depend on him for much more than the bike. He did at least give me a decent deal. Most shops cannot compete on parts though, so unless I needed something done I did not have the tool for, or know how, like truing a wheel, I did not spend money there on parts. I do hate that I am going to have to try and establish another relationship when it comes to buying another bike. Hopefully, I don't have to go online to get another SC. I will certainly not pay full price if I can help it.
flag hooch256
Posted: Jun 29, 2019 at 12:55 Quote
gmoss wrote:
hooch256 wrote:
I’m not the type to use LBS. sadly where I am located they are not very good and they overcharge for everything. Not to mention my only options are Trek, Specialized, Santa Cruz, Giant, and Devinci. I typically have to source my own stuff. So I am looking for a manufacturer that has great customer service. I’m not concerned with swag, I just like to know I am covered whenever there is an issue.

my local SC dealer just closed up shop. I didn't depend on him for much more than the bike. He did at least give me a decent deal. Most shops cannot compete on parts though, so unless I needed something done I did not have the tool for, or know how, like truing a wheel, I did not spend money there on parts. I do hate that I am going to have to try and establish another relationship when it comes to buying another bike. Hopefully, I don't have to go online to get another SC. I will certainly not pay full price if I can help it.

Thankfully my cousin is a long time bike mechanic. I just assumed the small boutique bike shops would have great customer service.
flag gmoss
Posted: Jun 29, 2019 at 13:28 Quote
This one did. Family owned and ran, no other employees hours were a little wonky, but otherwise ok.
flag mars-bar-man
Posted: Jun 29, 2019 at 13:37 Quote
People saying that their LBS is charging crazy prices for items, you know that price is probably the MSRP for the product? Of course shops can't compete with the pricing of places like CRC, who can, at the push of a button, slash prices down to a fraction above the trade price.

Stop thinking shops are trying to rip you off, they're not. They're trying to keep a community together. Why not ask them if they'll match the price you've found online? Many places in the UK now do that, not just the bike industry.
flag seanondemand
Posted: Jun 29, 2019 at 15:06 Quote
Warranty/support is handled through the dealer for nearly every brand (aside from direct brands), even if you buy online. It really is down to a good LBS. If you were to call up any of the brands you've listed, even boutique ones (Yeti, SC, Intense, Ibis), they'll tell you to call up your dealer for support.
flag hooch256
Posted: Jun 29, 2019 at 15:07 Quote
mars-bar-man wrote:
People saying that their LBS is charging crazy prices for items, you know that price is probably the MSRP for the product? Of course shops can't compete with the pricing of places like CRC, who can, at the push of a button, slash prices down to a fraction above the trade price.

Stop thinking shops are trying to rip you off, they're not. They're trying to keep a community together. Why not ask them if they'll match the price you've found online? Many places in the UK now do that, not just the bike industry.

I would shop locally if I could. But I’ve never got good customer service in our local shops. Here is a great example....when I bought my first MTN bike I did my research, was well educated and wanted a 26” hardtail. I walked into all my local shops and they all told me I needed a 29er full suspension bike. When I brought up a 26 HT I got laughed at mostly and told The HT era was over. They also had the mind set of “bought online, your out of luck” attitude. Even if I were to buy one of their manufacturer bikes I wouldn’t receive the same service. Which I think is ass-backwards thinking. If I had a LBS treat me fair with another bike, I would be inclined to do all my service, maintenance , and purchase of all accessories I would choose them. But the sad truth is that is definitely not the case in my area. I live in an area that survives on tourism, and seems that the locals take the abuse.
flag gmoss
Posted: Jun 29, 2019 at 15:34 Quote
seanondemand wrote:
Warranty/support is handled through the dealer for nearly every brand (aside from direct brands), even if you buy online. It really is down to a good LBS. If you were to call up any of the brands you've listed, even boutique ones (Yeti, SC, Intense, Ibis), they'll tell you to call up your dealer for support.
when I had my issue, I started directly with SC, Willie for anyone that has dealt with them. Documented and then had the dealer handle from there. Dealer did not think it would be warranty at first when I told him the bolt was stuck, which is why I called directly, and found out they had an issue on some bikes, too much loctite...

So, it pays to have that line of communication available. I just have to fins another line now. LOL
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