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Santa Cruz Bicycles

Poops McDougal

Poops McDougal

moving to australia
May 30, 2007
1,179
1,241
Central California
Does anybody have any idea what's going on over at Santa Cruz? I placed an order over a month ago for a clearance stem, and haven't heard a thing since. My emails and calls have been ignored it seems, and I can't seem to connect with an actual person when I call.

Please note - I'm not posting this to air my grievances - I'm only hoping somebody has first-hand knowledge of the situation other there, or can tell me how to contact somebody. I ordered a few other clearance items on separate occasions and received them in a relatively timely manner, so I assume either their shipping department is backed up, or that the stem I ordered was no longer in stock.

Any help would be greatly appreciated!
 
jimmydean

jimmydean

The Official Meat of Ridemonkey
Sep 10, 2001
41,147
13,319
Portland, OR
I have never had "customer service" from SC. They make a solid bike, but as far as "service". it's a bad word over there or something.
 
dan-o

dan-o

Turbo Monkey
Jun 30, 2004
6,499
2,805
They're too busy trying to win the podium by hunting Athertons at the moment. Give them a couple weeks.
 
jonKranked

jonKranked

Detective Dookie
Nov 10, 2005
85,859
24,451
media blackout
last time i talked to them, they were backed up (this was like nov/dec timeframe). not only that, apparently their inventory database isn't linked to the website database, so its not, uh, up to date.

I had ordered 5 things, 4 things came. No explanation. I called up "oh yea that was out of stock. so we just shipped the rest". If I hadn't called them I would have never known.
 
Icantdrive65

Icantdrive65

Monkey
Mar 21, 2005
609
1
Chinquapin fire road
They had a big layoff and everybody is doing the work of 2 or 3 people now. If you thought it was hard to get through before...

Oh, yeah...the new Blur XC carbon almost makes me want to go short travel.
 
Poops McDougal

Poops McDougal

moving to australia
May 30, 2007
1,179
1,241
Central California
jonKranked said:
last time i talked to them, they were backed up (this was like nov/dec timeframe). not only that, apparently their inventory database isn't linked to the website database, so its not, uh, up to date.

I had ordered 5 things, 4 things came. No explanation. I called up "oh yea that was out of stock. so we just shipped the rest". If I hadn't called them I would have never known.
Click to expand...
That's kinda what I figured. I can't fault them for being backed up, and it's not a huge deal that something's out of stock, but damn, it'd be nice to know. Bollocks.
 
sanjuro

sanjuro

Tube Smuggler
Sep 13, 2004
17,373
0
SF
I rarely come to SC's defense, since I used to deal with ordering from them.

However, one thing I want to say is while they keep horrible inventory and they should just drop the false promises about deliveries, they have never screwed over a customer or a friend when it came to warranties or something really important.

Since I know I have to wait for their stuff, I am not too worried if stuff takes a while. But as everyone knows, how they take care of their customers is what people remember, or complain about it.
 
buildyourown

buildyourown

Turbo Monkey
Feb 9, 2004
4,832
0
South Seattle
sanjuro said:
Since I know I have to wait for their stuff, I am not too worried if stuff takes a while. But as everyone knows, how they take care of their customers is what people remember, or complain about it.
Click to expand...

Sorry, but you obviously never owned a Super8. The first time mine cracked, they said 1 week. I sent it in, it took 6 weeks, in the middle of summer. Loosing the majority of prime riding time based on a BS promise is a screw over. The second time it cracked (still within warranty) they said "sorry, but we will sell you a V10 at cost ($1400). Thanks but no thanks.
 
ridiculous

ridiculous

Turbo Monkey
Jan 18, 2005
2,907
1
MD / NoVA
Seems like ordering from them is a decision you need to make about a year in advance to be safe. If you want a v10 by the next season you better order it at the end of the previous season.
 
W

wreckedrex

Monkey
Feb 8, 2007
137
0
Fremont, CA
I've never had a problem ordering from them or getting questions answered via phone or email, but I've only dealt with them a few times. I'll keep this in mind, some of the stuff they throw up in the clearance section is almost too good to pass up...
 
jonKranked

jonKranked

Detective Dookie
Nov 10, 2005
85,859
24,451
media blackout
wreckedrex said:
I've never had a problem ordering from them or getting questions answered via phone or email, but I've only dealt with them a few times. I'll keep this in mind, some of the stuff they throw up in the clearance section is almost too good to pass up...
Click to expand...
Yup... I picked up 2 5th elements... with coil... for $25 each. that I'm in the process of converting to shimmed dampers.
 
DirtMcGirk

DirtMcGirk

<b>WAY</b> Dumber than N8 (to the power of ten alm
Feb 21, 2008
6,379
1
Oz
My disdain for Santa Cruz, and most directly their western state's sales rep, is well documented.

Poor customer service, crap attitude, and treat you as if you should be happy to be able to order one of their bikes.

That being said, I still love my Nomad, but I couldn't justify springing for the LT2.
 
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