Santa Cruz Customer Service

RustyIron

E*POWAH Elite World Champion
Jun 5, 2021
1,477
2,346
La Habra, California
Temporal context:
Here in the U.S., we just wrapped up Thanksgiving Weekend. It's four days, Thursday through Sunday, when companies are shut down and people aren't working. Usually before a big holiday, you can expect workers to start winding down, and not be quite as responsive as you might otherwise expect.

The problem:
On Tuesday there was a bit of a mishap. There was a little incident that resulted in both the bike and me tumbling over the jagged rocks in a most inelegant fashion. I'll heal up and be as ruggedly handsome as ever. The handlebars, however, suffered some rather deep gouging. I was a bummer, because I REALLY like the Santa Cruz bars. They have internal routing for wires, and the bends are oval to reduce vibration.

Contact:
The first thing Wednesday morning (the day before the holiday weekend), I emailed Santa Cruz and told them that I had crashed and that my bars were damaged. Within an hour, they got back to me. They said they have a No Fault Warranty, and their only concern was getting me back on the bike. They'd need a receipt, a picture of the bike, and fifty bucks. I jumped on the offer.

Resolution:
By noon, a shipping label had been created. When I woke up Saturday morning, the new bars were sitting on the front porch.

Thoughts:
I couldn't have hoped for better service. The kids at Santa Cruz really took care of me. But this isn't the first time. A while back I had some wonky bearings in a hub that came on one of their bikes. Even though it wasn't their product, they pointed me in the right direction with the part numbers of the bearings I needed. About twelve years ago, I cracked an aluminum swingarm. Within a week, a new one was delivered to my house. Consistently good products and customer service are what keep the fans coming back.
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Last edited:

Redlemon

Active member
Oct 30, 2021
247
408
Canada
Santa Cruz bikes are really expensive, but the service is also really good, well above your average service level/experience.

If you break one of their Reserve wheelset they don't just send you a rim, they send you a complete wheel...crazy, but expensive!
 

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