Warning: Do not buy your bike from JensonUSA

[cosas_genericas]

***7/18/22 edit***
I updated the timeline below, issue still not resolved and after talking to a few dealers I realized I wouldn't recommend buying from Orbea either. If you are the US you might want to consider sticking to Specialized, Trek, and Giant.
****
Hi all, hoping to help prospective Rise buyers avoid JensonUSA. I believe it is likely my issues stem from poor work in JensonUSA's service department as well as a known design defect from Orbea.

February 2022:
Receive M10 Rise w/some upgrades (150mm Fox 36 Factory, Float X Factory, Code RSC brakes)

(Pictures below) I was surprised by how poorly this bike was shipped, items were floating around quite loosely and the box arrived open as one small inadequate piece of tape was used to close the box. The bike was forced in along with the extra OEM hardware with the handle bar sticking out of a hole in the box.

(Charger Port issue) I immediately noticed a broken battery port cover and how poorly the STEPS cables were routed through and around the bike. The thin gauge STEPs cables were not in their clips at the bottom bracket juncture or at the cockpit.


(Charger Port issue) I notify the sales person to the condition of the shipping and bike. I take a $150 credit for a new bar and am told he will get back to me on the battery port. He mentions that they have seen many issues with this battery port design and is hoping he can get service a box of these to have on hand.


March 2022:

(Charger Port issue) I ask for an update on the battery port cover and am told they are working on it.

(Charger Port issue) I contact Orbea. 2 weeks later they notify me to try JensonUSA again or to go through another Orbea dealer.

(Kinked Wheel Speed Sensor Issue) I notice the bike intermittently flashes Red lights which I attribute to the wheel speed sorry being dirty and ignore. I don't report this.

April 2022:
(Charger Port issue) No reply from JensonUSA sales or warranty support.

(Charger Port issue) Two weeks later I ask again and this time the sales person says he's making no progress from service and asks me to separately file a CS ticket with JensonUSA. A week later JensonUSA asks me to use their Warranty claim form. I file the warranty and provide photos.

(Kinked Wheel Speed Sensor Issue) I change wheels on my Jenson and try different wheel sensors but the flashing red light issue persists. The issue got worse around the time I was experimenting with wheels and I accidentally attributed the issue to the magnetic sensor. I contact JensonUSA and Orbea about this.

(Kinked Wheel Speed Sensor Issue) I drop my bike off at my local bike shop and the Shimano Tech visits the following week to diagnose the bike. They drop the motor and found that the sensor cable was severely kinked and zip tied in a non-intelligent way inside the frame that was damaging the housing and causing the cable to not carry signal correctly. I pay for a new speed sensor and labor. I contact Orbea about the issue and they said they will forward the info to JensonUSA to handle this, supposedly as it may be their fault and not Orbea's factory. Rise Dual flashing red lights can not clear Error W10100 - EMTB Forums

(Charger Port issue) I call Jenson as they have not replied to the original warranty claim. The CS agent says to give them another week.

May 2022:
(Charger Port issue) 5/5/22 Jenson has finally replied asking for a serial number, which they already have, I reply asking if Orbea has indeed forwarded the wheel speed sensor photos and store receipt as they stated they did. No reply from JensonUSA.

June 2022:
The warranty rep from Jenson said he was shipping a charger port cover and instead I received another customer's integrated light/computer mount for Orbea stems. I'm beside myself with the incompetence of Jenson's staff. Now me and some other customer is out there with the wrong warranty part. I emailed the warranty rep the moment I noticed they shipped the wrong part 5/27 and have not heard back as of 6/3.

6/3 I've emailed Orbea asking to provide a charger port replacement given that Jenson still has not done so.

6/11 Orbea states that Jenson is unresponsive and will be in touch soon.

6/15 A different sales rep from Jenson calls stating that they will issue me a $100 refund to address the broken charing port cover and the labor and parts for the speed sensor. I ask him to please put this in an email. He states that this will take effect in 48 hours.

6/23 I never receive the refund and am unable to get a hold of this rep via email or phone. I call Jenson and get a new support person who I forward the 28 email long thread to and he puts in a refund request hoping to resolve this issue for me.

6/28 Refund clears

 

[salidarider]

My experiences with Jenson for the purchase of two Yeti SB 140's and one Orbea Rise M20 within the last two years were different. All three bicycles arrived on time, well packaged, and ready to ride within a few minutes of unpacking.

 

[cosas_genericas]

I'm sure JensonUSA wouldn't be at the scale it is today if it was blowing 50% of its orders, but what is clear is that there is some issue such that the level of ownership was so low from sales to support to warranty to customer service to dealer engagement/management.

What is your association with Orbea or Jenson such that you were motivated to create a new account to comment on this thread?

 

[salidarider]

No association with Jenson or Orbea. Simply stating that my experiences with Jenson were fine. Sorry that yours hasn't been the same.

 

[Orangie]

Would never order ebike online. Lbs only

 

[cosas_genericas]

Would never order ebike online. Lbs only

Never again, lesson learned for me for sure.

 

[Shjay]

I ordered my M20 online & told the shop not to open box & send straight onto me as I would be building it! Usually Distributor would send to shop who would build, check & re box to send to customer mine was never checked by shop. It was very well packed!

 

[Rod B.]

I'm sure JensonUSA wouldn't be at the scale it is today if it was blowing 50% of its orders, but what is clear is that there is some issue such that the level of ownership was so low from sales to support to warranty to customer service to dealer engagement/management.

What is your association with Orbea or Jenson such that you were motivated to create a new account to comment on this thread?

Hi all, hoping to help prospective Rise buyers avoid JensonUSA. I believe it is likely my issues stem from poor work in JensonUSA's service department as well as a known design defect from Orbea.

February 2022:
Receive M10 Rise w/some upgrades (150mm Fox 36 Factory, Float X Factory, Code RSC brakes)

(Pictures below) I was surprised by how poorly this bike was shipped, items were floating around quite loosely and the box arrived open as one small inadequate piece of tape was used to close the box. The bike was forced in along with the extra OEM hardware with the handle bar sticking out of a hole in the box.

(Charger Port issue) I immediately noticed a broken battery port cover and how poorly the STEPS cables were routed through and around the bike. The thin gauge STEPs cables were not in their clips at the bottom bracket juncture or at the cockpit.


(Charger Port issue) I notify the sales person to the condition of the shipping and bike. I take a $150 credit for a new bar and am told he will get back to me on the battery port. He mentions that they have seen many issues with this battery port design and is hoping he can get service a box of these to have on hand.


March 2022:

(Charger Port issue) I ask for an update on the battery port cover and am told they are working on it.

(Charger Port issue) I contact Orbea. 2 weeks later they notify me to try JensonUSA again or to go through another Orbea dealer.

(Kinked Wheel Speed Sensor Issue) I notice the bike intermittently flashes Red lights which I attribute to the wheel speed sorry being dirty and ignore. I don't report this.

April 2022:
(Charger Port issue) No reply from JensonUSA sales or warranty support.

(Charger Port issue) Two weeks later I ask again and this time the sales person says he's making no progress from service and asks me to separately file a CS ticket with JensonUSA. A week later JensonUSA asks me to use their Warranty claim form. I file the warranty and provide photos.

(Kinked Wheel Speed Sensor Issue) I change wheels on my Jenson and try different wheel sensors but the flashing red light issue persists. The issue got worse around the time I was experimenting with wheels and I accidentally attributed the issue to the magnetic sensor. I contact JensonUSA and Orbea about this.

(Kinked Wheel Speed Sensor Issue) I drop my bike off at my local bike shop and the Shimano Tech visits the following week to diagnose the bike. They drop the motor and found that the sensor cable was severely kinked and zip tied in a non-intelligent way inside the frame that was damaging the housing and causing the cable to not carry signal correctly. I pay for a new speed sensor and labor. I contact Orbea about the issue and they said they will forward the info to JensonUSA to handle this, supposedly as it may be their fault and not Orbea's factory. Rise Dual flashing red lights can not clear Error W10100 - EMTB Forums

(Charger Port issue) I call Jenson as they have not replied to the original warranty claim. The CS agent says to give them another week.

May 2022:
(Charger Port issue) 5/5/22 Jenson has finally replied asking for a serial number, which they already have, I reply asking if Orbea has indeed forwarded the wheel speed sensor photos and store receipt as they stated they did. No reply from JensonUSA.


View attachment 87804

View attachment 87797

View attachment 87798

cosas_genericas,

I've always liked Jenson USA and have never had an issue with purchasing bike parts from the company. I'm giving them five stars. This good service led me to purchase my Rise from Jenson USA. The purchasing process like past purchases was very good and uneventful.

Que the theme song from the movie "JAWS." I've had the displeasure of submitting two warranty claim tickets with Jenson USA. On a sliding scale of one being poor, and 10 being exceptional, I would rate Jenson USA's Warranty Department as a minus five...and I'm being generous because I'm in a good mood, I just had my morning coffee and I'm going for a ride.

Jenson USA's warranty department is horribly inadequate, the worst I've ever experienced in my life. I've never seen anything quite like it. The reason I became involved with eMTB, Orbea forum in the first place is because of Jenson USA's horrible customer service as it relates to warranty claims.

Jenson USA, has one person for the whole warranty department. My first warranty issue dealt with the motor cutting in and out. On September 29, 2021, I submitted a warranty claim for service. Jenson USA provided a warranty claim number and stated I would be contacted shortly by the warranty department. My follow up requests for service met with no response. On December 30, 2021, I was finally contacted by the Jenson USA warranty Department with this response

On Thu, Dec 30, 2021 at 12:54 PM Keith J......

Thanks for all your patience as I worked my way through the queue to this claim.

I am currently a one man team here in the Warranty department, so I appreciate all your patience in advance as well.

Sorry to hear about the trouble you've had with this part, are you still in need of assistance on this matter?

Best,
Keith

Fortunately, during the three months I was waiting for warranty service from Jenson USA, I had joined eMTB Forum and diagnosed the problem myself. It was a faulty speed sensor. I'd have been up 'Shit creek without a paddle', were it not for the people on this forum. It's the reason I've contributed back and have posted multiple tech articles to help others out.

The second time I submitted a warranty claim was on February 10, 2022. The paint was peeling off my seat stay. The warranty was approved by Orbea. On April 29, 2022, I received an email from Keith in the warranty department. He advised me the seatstay had arrived at Jenson and would be shipped out to me. I live about 35 miles from Jenson USA. I'm still waiting for the seatstay.....no tracking number, nothing.... I've sent two requests for information on the shipment. Crickets....

cosas_genericas, I sympathize with you brother.....Trust me when I tell you it's easier and less stressful to just buy a replacement cover for $10 on Orbea's website.

BOHICA....Bend Over Here It Comes Again....

 

[benzy]

Would never order ebike online. Lbs only

I'll add from an LBS who can repair and diagnose issues with your motor brand. I bought a Cannondale commuter ebike from a Cannondale dealer in name, but not in practice. When the Bosch motor kicked the bucket at 6k miles, they had no clue how to work with Bosch. Had to take it to 3 shops to get the warranty claim settled.

 

[iJak]

I ordered my M20 online & told the shop not to open box & send straight onto me as I would be building it! Usually Distributor would send to shop who would build, check & re box to send to customer mine was never checked by shop. It was very well packed!

Curious - how does the Rise come packaged from the distributor? Is everything absolutely disassembled including battery and motor separate from frame? Is it completely IKEA style where full assembly is required or some assembly?

 

[Shjay]

Curious - how does the Rise come packaged from the distributor? Is everything absolutely disassembled including battery and motor separate from frame? Is it completely IKEA style where full assembly is required or some assembly?

Pretty much same as bike shop but you might get the weekend guy from shop re pack it again so not done as well as originally just had to do bars & front wheel but I have changed every part on M20, had all parts anyway except rear shock!

 

[iJak]

Well the reason I ask is cause if the Motor, battery and sensor are already installed on the frame and the shop only needs to connect the wiring to the screen as well as the usual LBS stuff, then this whole thread's complain goes beyond Jenson. Maybe at Orbea's factories and whoever does the initial assembly so LBS only needs to do SOME assembly.

 

[cosas_genericas]

Well the reason I ask is cause if the Motor, battery and sensor are already installed on the frame and the shop only needs to connect the wiring to the screen as well as the usual LBS stuff, then this whole thread's complain goes beyond Jenson. Maybe at Orbea's factories and whoever does the initial assembly so LBS only needs to do SOME assembly.

In this instance its not clear if the speed sensor damage issue was due to Orbea's factory assembly or happened at Jenson when they installed new brakes.

 

[ebsocalmtb]

The below photo is how the bikes show up to teh dealers. Technically, Orbea requires that the bikes be assembled by the dealers before being delivered to the customers. They are very specific in their dealer agreement language that the end users cannot assemble their own bikes, and have warranty claim verbiage tied to that. Which is why Jenson is assembling and re-packaging the bike to stay in alignment with their contracts with Orbea. That being said, recently, orbea opened up the possibility for all of their dealers to sell their bikes online, so I'm sure this landscape is in the process of changing, and potentially, not enforced... but the language still stands in the distributorship agreements. It's just that Jenson, whom is certainly going to be one of Orbea's largest dealers in the US, cannot run afoul of this requirement without it getting pointed back to Orbea quickly, due to the volume of bikes going out.

Edit: for what it's worth, both of my Rise's were delivered to me by my LBS un-assembled as I'm an ambassador for my shop and in a certain way, nearly a shop employee. Everything was pretty dialed on the medium bike and assembly was easy. On my XL bike, the motor was pinching/crushing/seizing the dropper housing and the battery was pinching the Bluetooth junction wires against the downtube. I had to remove both in order to free everything up and correct the routing that was put in place straight from Orbea.

 

[iJak]

your photo isn't showing up properly

 

[cosas_genericas]

your photo isn't showing up properly

Weird I see it.

 

[Shjay]

The below photo is how the bikes show up to teh dealers. Technically, Orbea requires that the bikes be assembled by the dealers before being delivered to the customers. They are very specific in their dealer agreement language that the end users cannot assemble their own bikes, and have warranty claim verbiage tied to that. Which is why Jenson is assembling and re-packaging the bike to stay in alignment with their contracts with Orbea. That being said, recently, orbea opened up the possibility for all of their dealers to sell their bikes online, so I'm sure this landscape is in the process of changing, and potentially, not enforced... but the language still stands in the distributorship agreements. It's just that Jenson, whom is certainly going to be one of Orbea's largest dealers in the US, cannot run afoul of this requirement without it getting pointed back to Orbea quickly, due to the volume of bikes going out.

Edit: for what it's worth, both of my Rise's were delivered to me by my LBS un-assembled as I'm an ambassador for my shop and in a certain way, nearly a shop employee. Everything was pretty dialed on the medium bike and assembly was easy. On my XL bike, the motor was pinching/crushing/seizing the dropper housing and the battery was pinching the Bluetooth junction wires against the downtube. I had to remove both in order to free everything up and correct the routing that was put in place straight from Orbea.

I had to put it in writing to the shop that mine was being delivered untouched by the shop & that I am a Cytech qualified mechanic

 

[ilostmypassword]

Tight arses pay twice as my dad used to say

 

[cosas_genericas]

Tight arses pay twice as my dad used to say

Is this akin to saying "buy once, cry once?"

Urban Dictionary: buy once cry once

Term to describe the purchasing of an expensive item, of excellent quality. Implies that the owner will, initially, have reservations or guilt for buying such an expensive item; however, the owner soon realizes they will only have to purchase the item once. Owing to its craftsmanship and...

www.urbandictionary.com

 

[Richridesmtb]

I was there for the build up of my Rallon. Orbea pack everything very well. For my Rise the bike had to be disassembled to install the battery by the importer (being in Aus). Each step introduces a chance for error. Who knows if that is where the crank issue came in for me. I had to torque the motor bolts after delivery, I'm going to pin that on the importer.

 

[Rusty]

Have bought several conventional bikes from Jenson over the years and never had an issue from their end. Did have one bike turn up damaged, but looking at the box it was obvious there was an issue and I refused to sign for it until unpacked. Told the courier I would not accept damaged goods and for him to arrange an insurance claim. Jenson phoned me as asked I accept the bike and to provide them with a list of the damage. They supplied all of the damaged parts and gave me a store discount to cover my having the scratched frame repaired.
Remembering - I am in New Zealand. I think that was my second purchase and bought a couple more after that.

 

[RickBullotta]

I bought mine through a dealer but asked them not to assemble it - I did it myself. Any issues with the motor cable routing would have occurred due to Orbea's fault, not Jenson's. The motor arrives fully installed and there's zero reason why Jenson would have needed to drop the motor.

 

[cosas_genericas]

I bought mine through a dealer but asked them not to assemble it - I did it myself. Any issues with the motor cable routing would have occurred due to Orbea's fault, not Jenson's. The motor arrives fully installed and there's zero reason why Jenson would have needed to drop the motor.

In this case they had to install new brakes, which may have them drop them the motor.

 

[RickBullotta]

In this case they had to install new brakes, which may have them drop them the motor.

Ah. That makes sense. I actually swap any bike that comes with SRAM brakes out with XTs though. Dropping the motor on these bikes and getting everything back together is a lot of work, and it's easy to pinch things. Not very well designed for serviceability and routing IMO. I've had to do it a couple times. It sounds to me like a mechanic who wasn't familiar with the Rise did this work, so yes, they should be held accountable.

 

[BobR]

I purchased my wife’s Rise M Team from Jensen as it was the only place I could get one in a reasonable timeframe and I saved 700 dollars in tax… I would have bought local as I did purchase my M10 through an LBS

 

[LateRiser]

cosas i'm going to post my answer to your other thread about the error message as it relates to Jenson. I believe my speed sensor cable was damaged at the factory because I had a stock build and they had no reason to drop the motor to run brake lines as in your case. The way the cable was repaired makes me think it occurred at the factory and they didnt want to wait for a replacement sensor to fill the order. The fact that this is being seen on multiple bikes this way makes me think its occurring at the factory. I do fault Jenson for having a totally inadequate warranty dept for such a large company. I never really had to use it on a bike before.

Unfortunately, Orbea lays out the guidelines for repair in the manual where it states in essence that the frame is an Orbea warranty issue, and anything electronic or motor related must be dealt with Shimano : (. If I was dealing with an local shop I would at least hope that they would contact the nearest shimano dealer and facilitate a diagnosis for me. Instead I was left to call multiple shops in my area only to find their mechanics to be unavailable for several days to weeks...Not the way I envisioned my first month with a brand new bike.

I buy from Jenson because I have a friend there and there is a discount but I still expect there to be follow up service. I think the ebike thing is still fairly new in both technology and business model but I think the manufacturer of the bike in this case Orbea should be more responsible for creating a clear path for warranty issues and inform the dealers of a a protocol to deal with issues so a customer doesnt have to contact a different manufacturer for every component on the bike.

 

[Richridesmtb]

Do the bikes ship to the US with the battery installed? Here they ship separately and the importer installs it.

 

[LateRiser]

Do the bikes ship to the US with the battery installed? Here they ship separately and the importer installs it.

hmm that could be the case here as well I don't know. If thats the case then they would have dropped the motor for sure

 

[BobR]

If Jensen can sell online why can’t all other LBS?

 

[LateRiser]

View attachment 87804

Cosas what shop did this that labor charge is very reasonable esp if they did a good job of it.