Skywalker, please continue lol. I have contacts in the US (My companies US Office)so transporting goods to and from the US isnt a problem. What service problems?
I got a large Intense Tracer, and both the HA and SA where almost 2 degree steeper then they where supposed to be. With a 0-stack headset and Van 36 RC2 the HA was close to 69.5.
Sent a few emails to their customer service and tech support emails to ask if this was supposed to be, they either bounced (email full) or just did not get responses. I posted about it on mtbr and somebody gave me a direct contact at Intense who immediately started to help. They never questioned that they would replace it, but it still took them 6 months to send the replacement Uzzi. The new frame arrived with the wrong stickers and shock, and has a misaligned rear triangle.
I was so fed up with the whole process that it took a while until I bothered getting back to them. When I did, none of the people I had been in contact with worked for the company, and again the emails to general customer service went unanswered. Finally I complained on some thread at mtbr again, and immediately had an answer to one of the messages sent to the customer service email address. They told me they would "take care of me" and asked me where I live. I responded the same day (17'th of October) thanking for the message and telling him where I live (which he could already have seen from the prior email), and asking how we go forward.
That's the last I heard from them. I've sent a friendly query asking what's happening on 6.11, 21.11 and 20.12, and in January a message saying this is not exactly the kind of service I expect from a company taking pride in their product...
You'll find plenty of similar cases, and of course plenty of people saying how "they where taken care of right away so anyone complaining is a whining idiot". Funny thing you don't read about a lot of cases like this regarding other manufacturers... It's a pity really, but I've already been looking at other frames on blow out since I don't really know if this will progress any further.