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Any experience with SC Warranty?

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FontMasterFlex

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Santa Cruz Bronson 4.1
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Discussion starter · #1 ·
I recently purchased a new 2024 Bronson at the beginning of March. 4 days and two rides later, after a mundane fall down a rocky hillside in Western Colorado, I have a cracked rear triangle. I took it into my dealer and they confirmed the carbon was cracked. I had the dealer file the warranty claim. It took a week to hear back that Santa Cruz had ONE rear triangle available for $350. sure, i 'wrecked' so, im on the hook for the money. no problem.
The issue is no one's heard anything from Santa Cruz since. My dealer can't get any info, I've emailed Santa Cruz, nothing. The last I heard anything about this was March 19th. Does anyone here have any insight? Have you experienced Santa Cruz's warranty process? Am I being impatient? My dealer has had my bike in the shop nearly 3 times as long as I owned it. I'd be ok with ANY communication, or timeline from SC, but the silence is deafening.
 
#5 ·
FontMasterFlex said:
I recently purchased a new 2024 Bronson at the beginning of March. 4 days and two rides later, after a mundane fall down a rocky hillside in Western Colorado, I have a cracked rear triangle. I took it into my dealer and they confirmed the carbon was cracked. I had the dealer file the warranty claim. It took a week to hear back that Santa Cruz had ONE rear triangle available for $350. sure, i 'wrecked' so, im on the hook for the money. no problem.
The issue is no one's heard anything from Santa Cruz since. My dealer can't get any info, I've emailed Santa Cruz, nothing. The last I heard anything about this was March 19th. Does anyone here have any insight? Have you experienced Santa Cruz's warranty process? Am I being impatient? My dealer has had my bike in the shop nearly 3 times as long as I owned it. I'd be ok with ANY communication, or timeline from SC, but the silence is deafening.
Click to expand...
Don't email, call. 1 (831) 459-7560
 
#8 ·
I've had 2 frames warrantied by SC and a third crash replacement. The crash replacement was just the front triangle (TB3). Price was $650 with an upgraded/new shock. More than fair in my opinion.

Then last year I failed a Reserve rim. Never spoke to anyone--just made a warranty claim on SC's website. Two days later without any notice/emails, I received a new rim via FedEx and a $100 credit to have it re-laced/built at a SC dealer.

Pretty good service IMO.
 
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Discussion starter · #9 ·
bingemtbr said:
I've had 2 frames warrantied by SC and a third crash replacement. The crash replacement was just the front triangle (TB3). Price was $650 with an upgraded/new shock. More than fair in my opinion.

Then last year I failed a Reserve rim. Never spoke to anyone--just made a warranty claim on SC's website. Two days later without any notice/emails, I received a new rim via FedEx and a $100 credit to have it re-laced/built at a SC dealer.

Pretty good service IMO.
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I hear things like this all the time. It's why I made such a big deal about buying a Santa Cruz and why I'm so incredibly disappointed with my current debacle.
 
#10 ·
FontMasterFlex said:
I hear things like this all the time. It's why I made such a big deal about buying a Santa Cruz and why I'm so incredibly disappointed with my current debacle.
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That's so frustrating. I'd proceed with a warranty request via SC's website and see where it takes you.
 
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#11 ·
FontMasterFlex said:
I hear things like this all the time. It's why I made such a big deal about buying a Santa Cruz and why I'm so incredibly disappointed with my current debacle.
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Ask your LBS for the warranty or case # so you can follow up yourself too. They should have it
 
#16 ·
FontMasterFlex said:
I initiated the same process online on Monday night and have yet to receive anything other than the automated response email.
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That's odd. Maybe check a spam folder? I have messaged them twice (both for things my fault) and they responded within 24 business hours. Odd.

+1 to the advice of getting the claim # and message them directly via the website.
 
#17 ·
Cleared2land said:
I have delt with SC customer Service many times and always found them to great to work with.
You started through the LBS, I think that's the direction you should work through.
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Same here but they also made a switch sometime after I had to reregister my ‘14 Heckler with a copy of my receipt which I fortunately found.

Otherwise Willie is on the ball and I have no problems with getting new bearings for the old Heckler.
 
Discussion starter · #18 ·
FortOrdMTB said:
That's odd. Maybe check a spam folder? I have messaged them twice (both for things my fault) and they responded within 24 business hours. Odd.

+1 to the advice of getting the claim # and message them directly via the website.
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I check spam folder all the time. Just can't seem to get anyone to return messages. I've even resorted to commenting on their social media to no avail.
 
#19 ·
i bought a SC tallboy online and the crankset/bottom bracket had been hamfisted and stripped. I contacted SC, they directed me back to the online dealer (competitive cyclist/backcountry), they contacted SC and I had a new crankset and BB a week later along with a few local authorized repair shops to do the install. I replaced them myself, whole process took about 3 weeks start to finish.
 
#20 ·
I have been trying to buy a hightower v4 through a local shop and at first Santa Cruz was very responsive and then poof nothing, right about the same timing as your.

Did something happen at the company? How not as the still make the best frames in my opinion.
 
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