[Closed] Santa Cruz Distributor - Jungle Products - WHAT A BUNCH OF COWBOYS!!!

I've dealt with Jungle numerous times, and every time they've been helpful, courteous, and quick to sort my problems. I'd phone them directly if I was you, rather than ranting mindlessly about them on the internet.

had a problem with my ibis silly little thing went nowhere so emailed ibis direct got a new from from them pre 2pure. try a nice email direct to mr cruz.

To be fair there's only one paragraph of mindless ranting 😆

I'd delete the thread then call them Monday.

Then flame them if they don't play...

i have heard good things about their customer service to be fair

Those nipples did my head in. The same thing happened to my LTc and the GF's LT2 and another LT2 I had.

I ended up with 3 grease guns all with nipples stuck in the end!

We once drove an hour each way to pick up some replacement nipples and when we got back we had been given the wrong size!

Suffice to say we don't ride SC bikes anymore.

Nice rant.
forgive me if i've got the design wrong. But if the port is a push in then couldn't you tidy the hole with a file, degrease and glue (arldite) the post in?
defo cheaper and maybe more satisfing than buying a new one.

It's interesting to see the range of opinions. Fact is though I'm sick of being in situations where you save like a bitch to get something like this, only for something to go wrong and have to fight a battle to sort it out. Why should I have to?

Hi Speshpaul - maybe - although maybe they'll use that as an excuse to avoid honouring any other warranty claim I might need to make in the future as I have then 'tampered' with it?

You do seem to have a stronger case than that bloke whose secondhand frame had broken, to be fair. Must be very discouraging to get the brush-off after spending that much.

Good luck sorting it out.

i nearly bought a blur carbon at core bike show this year............

They have been good to me & helpful in the past. On My carbon Nomad (2011)I did the exact same service. I noticed the supplied grease gun locked on to the nipple quite hard due to the design so i slackened the grip thread on the grease gun before twisting it to remove. If you try to remove the grease gun with the thread tightened on the grease nipple damage can be done.

This is why you should ride rigid single speeds, then you would have these problems.
Gey armchair bikes=gey happenings

Excellent rant, with barely contained rage content.

It is silly, they should sort you out.

Good luck

Radioman - Member
If you try to remove the grease gun with the thread tightened on the grease nipple damage can be done.

Duntstick is right, all these distributors know we are here and you only have to look back to the CRC debaticle to see the effects of poor customer service and communication; the SS comment still stands though

Radioman - yes. and to extract the nipple out of the grease gun I had to take the grease gun apart and put it in a vice to get enough purchase on it in the end.

£2.5k frame. They should be falling over themselves to help.
This is not the first negative report I've heard of jungle either.
I would love a TRc but there's f all chance of me paying out £2.8k on a frame with s customer support.
Jungle; sort your s*** out. Idiots.

The small amount of dealings I've had with Jungle turned out well

BUT

I'd be ranting if I was you

SOUNDS LIKE SHIT TO ME

AND IT SOUNDS LIKE JUNGLE KNOW IT IS SHIT

Bit like Gary Fisher/Trek being "surpised" when a Hi Fi swing arm broke.

I have a Blur LTc and I must say that this is the first time I've come across this type of grease gun where you have to loosen the end, place it over the nipple then tighten the thing up before squeezing some grease in. I grew up on a farm having to grease all sorts of machinery where you just pushed the grease gun on and squeezed away. Why the complication? It's just asking for trouble. I've tried just pulling the gun away then remembered to unscrew it when it wouldn't come off.
I would recommend that you email Santa Cruz direct and moan about the agents if you have no joy. I've spoken to them before and they're really helpful.
At the end of the day, a grease nipple coming out of a linkage should be a warranty issue. They should be in there to stay.
Good luck

the port came out the frame and stuck in the grease gun

Excellent rant

Mostly reasonable then superb full caps explosion before returning to reason

Could only be improved by use of a few smilies, and the word 'nipple'.

More seriously good luck sorting it out, you would hope they will stand behind a £2k+ frame.

That the design has changed says a lot IMO

This thread is Jungle/SC's opportunity to show us how great their customer service is.
Let's hope they've not read the Sierra Cycling book of how to deal with customer complaints in social media 😉

But [u]you've[/u] not actually spoken to Jungle yourself... Perhaps you should give that a go before you start kicking off on here.

to be fair he shouldn't have to. just teh shop he bought it off should

But you've not actually spoken to Jungle yourself... Perhaps you should give that a go before you start kicking off on here.

Ah but why should he? He did buy anything from them, the shop did.

EDIT: snap.

But I'll add, presumably he bought from a local shop, rather than online, to avoid the faff of sending a bike off, pestering someone miles away on the phone, etc etc if something went wrong.

jedi - Member
to be fair he shouldn't have to. just teh shop he bought it off should

So therefore it's the shop he should be ranting about. They should be sorting him out the new link, not Jungle. If Jungle won't give the shop a new link then that's the shops problem. QED.

so its a shops job to honour a warranty if the manufacturer won't?

camerone - Member
so its a shops job to honour a warranty if the manufacturer won't?

No, it's the shops job to honour a warranty full stop. the op has a contract with the shop, not the manufacturer.

The onus is on the retailer, correct.

Retailers have the money from the customer so they have the responsibility to resolve warranty claims. Jungle have not dealt with the end user, they deal with the shop.

I thought with the sale of goods act, you have the right to take it up with the shop, distributor or manufacturer?

That's crap, no tallboy for me now....AND......nnnnnnipple!.. 😀
I feel a sultan coming on...at least with turner, even if its your fault for being a ham fisted buffoon, they'll still sort you out

Never had a problem with Jungle nor with the grease ports on any of the 3 SC's I've owned..I've also dealt with SC directly with questions & always found them very helpful.

I hope you get it sorted out.

Never had a problem with Jungle (3 Santa Cruz from new), and the instructions for the grease gun [b]clearly[/b] state that you have to loosen and tighten the grease gun nozzle to fit, and do the reverse to remove.
Ranting on the internet before talking to your LBS is poor form imo.

before talking to your LBS

You mean the distributor or LBS? I already spoke to the LBS who always go well out of their way to be super helpful. But they're stuck twixt rock and hard place.

Your contract is with the LBS.

I hope you get this sorted btw.

But you've not actually spoken to Jungle yourself... Perhaps you should give that a go before you start kicking off on here.

Maybe. But i feel much better for the rant.

But you've not actually spoken to Jungle yourself... Perhaps you should give that a go before you start kicking off on here.

Technically, he shouldn't have to, as others have said, the contract lies with the shop.

Customer has problem with item.
Customer returns item to shop.
Shop help/determine if it's genuine fault or "user error" 😉 or if they can't help (eg no spare parts in stock), they phone supplier.
Supplier sends part to shop, shop replace part.

At no point in any of this should the customer need to be ranting on the internet or calling the supplier, in fact some suppliers (notably Madison) refuse to have anything to do with the customer directly for that very reason. Otherwise you get all sorts of random people phoning up asking for spare this that and the other and it becomes a nightmare for stock control and service.

To be fair to Jungle and the bike shop, it is not an issue of the sales of goods act. The bike was not defective and still would'nt be if the instructions on the SC website had been followed.

[b]Loosen the grease gun nozzle so the grease gun can be easily removed, and wipe off any excess grease.[/b]

It is an issue of what is the shop/distributor prepared to do as a gesture of goodwill. I cant see its great for the brand to have taken the initial decision they did. But ultimately they are not doing anything (legally) wrong in the approach they took.

if it is like mine the grease gun head [u]does not loosen[/u] and only brute force can remove the gun from the fitting. i see the video from competitive cyclist also just pushes on and off with no loosening.....

anyone else actually manage to loosen the knurled end?

The knurled end was tight the first time I used it - I had to loosen it off with some mole grips. Since then, it has been just fine.

Hi.....I have broken my bike due to my own cack handedness......can I have an £80 replacement part for free please?
Why not?

I would print off all the issues you found on the internet
and put in writing that you followed the instructions
and go back to the shop and demand a refund and use your
statuary rights.

Jungle offered me a red swingarm as a warranty replacement for a blue Heckler.

They were suprised I wasn't that happy with the deal.

@ Rorschach - it's not quite as simple as that. Just look at the number of people who have broken these on the internet, vs. the number of frames sold. It's a high failure rate, a genuine design/product issue. Most people who spend this much on a frame know how to look after their equipment.

Not all instructions mention loosening the knurled nut. The printed instructions in the Grease Gun box don't. The instructions on the bike shop site where I bought mine (CC) say: "The Grease Gun comes unassembled, but it’s a simple job to get it all together. Just follow the directions and it will be easy to squeeze. The grease gun tip plugs right onto the zerk fittings. Once connected, you should be able to feel the grease enter the pivot as you squeeze the lever. At the same time, old grease should be forced out in delicious blobs. Once fresh grease follows the nasty stuff out, the job is complete. It may take some force to pull the gun tip from the grease fitting. Make sure to pull straight away from the bike to reduce any chance of damage"

It may take some force...pull straight from the frame. So I did - and hey presto, one broken grease nipple.

It took you a month to think of that? 😉

ir does say that pulling straight only reduces the chance of damage, not removes it 😉

Good replies 🙂

Will let you know how my warranty claim goes. If the rumour that the 2012 model has threaded in grease ports not push in is true then I will be trying to get the 2012 lower rocker link so that I can replace the grease nipples with a better version. I had grease ports on a Pace hub in 1993 that worked better than this...progress?

You bought the goods from a trader so it is thier responsibility to respond to your request for repair or replacement. If they dispute this then you need to look into your legal rights.

[url= http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Yourconsumerrightswhenbuyinggoodsandservices/DG_194650 ]Faulty goods linky[/url]

It is highly unlikely that your dealer provided a warranty, this will have been supplied by the manufacturer. This in turn gives you another route to go down.

[url= http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Situationsthatcanchangeyourconsumerrights/DG_195361 ]Warranty linky[/url]

Neither of these routes have you talking to Jungle. You need to apply pressure on your dealer or go direct to SC.

Get your LBS to fix your bike.

Then argue about paying for it. If it's coming out of their till they might be more motivated.

You didn`t pay Jungle £2.5K for the frame, you paid the "friendly LBS". It is up to them to sort the problem on the (guesstimate) £1.8k frame THEY bought from Jungle.
Oh and I`d follow BenHouldsworth, just add a few gears 😀

I must admit i find the grease nipples on my tracer a pain. I struggled to get grease through them after a few months riding and ended up replacing the bearing with sealed enduro bearing shortly after. At the time it seemed a big feature, but having lived with using them i could easily go without them. Its reletively straight forward to fit the new threaded nipples in to the rockerlink, surprised that this hasnt been offered yet.