Jenson USA Customer Service

Anybody have had issues with Jenson's CS?

I'm trying to get them to replace a fork on an Intense BMX bike I bought from them but they are giving me the run around. First they say they'll look into it to see what they can do. Now they want me to pull out the fork and send it in, then and only then, will they look into what to do. I've offered to send pics but they refused.

Perhaps they don't trust customers but my issue is they come across as condescending on the phone. What the F is up with that? If this is how they treat their customers I wouldn't be surprised if they loose a lot of business. There are many many online retailers out there that treat their customers with respect.

Check out the photos and let me know if you think it's misaligned:

 

interesting...

 

That's wacked!

It looks like the fork is bent on the right.

I would send those pictures to Intense to see what they can do.

 

Have you checked to see if the rim(not the tire) is centered in the fork legs? Also did you check to make sure the rim is centered on the hub? Something to check before sending it in.

 

I don't know if it's just the angle of the photo's but it looks like the wheels is dished off to one side more than the other.

 

Looks like an issue with the dropouts (?) I think you'd have to take the fork off either way, so why is that an issue? To see if the fork is twisted take the fork off and lay it on a flat surface. That will show you what is misaligned. And this may be a stupid question, but is the axle sitting in the dropouts correctly?

On the Jenson CS topic, I have nothing but positive things to say about them. Maybe you should drive out to their shop with the bike?

 

flip the wheel, did it shift to the other side? if so, the wheel is dished wrong

 

just make sure you send the pictures to Intense BMX not Intense Cycles since they are two different companies.

[email protected]
16918 Edwards Rd.
Cerritos, Ca 90703
Tel: 562.407.2184

Drew makes a good point though, you should check and see if the wheel is dished correctly as it could have been built incorrectly

 

Hard to tell from pics if it the wheel or fork. Something is not aligned. How hard is it to install the wheel. I have seen forks get bent in shipping. The bike is packed in its box with no front wheel installed. Occasionally the box will take a hit and the fork bears the damage. If the the fork is bent then the wheel is more difficult to install. However, it was just welded crooked then the wheel will instal fine but be off center.

 

Internet dealers will typically prefer to handle claims by mail, the slimmer margins means you can't just walk in beyond normal business hours to sort it out. Without more pictures we cant tell if your wheel is simply not bottomed out in the drops or if they are bent.

But good luck with it regardless.

 

You hit the nail on the head! I had to pry the fork apart a bit in order to slide the axles in.

To answer questions above about axle seating in properly in the dropouts, they are seated well since there is an aluminum guide/insert that takes care of that.

Good suggestion. Will do that tonight.

 

Did you do this yet? It'll answer the fork-or-wheel question right away.

(Oops... I just saw that you'll be doing that tonight)

Once you know that, CALL Jenson, get a human with a name to agree to your sending the wheel/fork for replacement.

Then, bug said human until you get some deserved love.

 

From a customer service point of view it would make sense they would want you to mail the fork back for them to inspect for damage. Then they would mail you a new fork to replace the damaged one. How else would you expect it to go?

My two cents though, it looks like the wheel is dished incorrectly.

 

I've had nothing but stellar service and communications with Jenson USA.

You might have caught someone on an off day, maybe they didn't get any the night before, who knows.

Call them back talk to someone else and see if you can't get somewhere.

Worst case scenario, drive over to them and ha e them take a look.

I've driven there a few times for parts when I didn't want to wait and they are almost 2 hrs away.

 

I get it but they refused to even, at least, look at the pics. If they did they'd probably ask for the wheel back too or ask me to check the dishing; right?

I will check the wheel dish later and report back.

 

Done, as you can see it is still shifted to the right so it's not the dish.

 

You can see the overlap in the pic below:

 

honestly ive heard nothing but good things about jensonusa pricepoint and bikesdirect ect... however it is the fear of something like this that has always stopped me from ordering a bike through an online retailer... parts junk swag what ever ill order that but a complete bike no thank you sir.

im sorry this is going on man good luck with everything!

 

One thing that hasn't been mentioned is, how long ago did you purchase the bike. From the photos it looks like the bike may have been used? I would recommend you put the whole bike in your car and drive over to Jenson and have them check it out. To be honest the photos don't tell the whole story.

 

I'm surprised that nobody from Jenson has chimed in. I know for a fact that there are STR members that work for Jenson.