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Old 10-18-11, 06:03 PM   #1
sknhgy 
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How do I get a refund on a defective bike?

I bought a Rockhopper last spring. It has been plagued with continual chain suck, and chain-falling-off-the-chainring problems. I've had it back to the shop at least a half dozen times and they've tried various things to fix it. Last Sunday I went for a ride and had to walk the bike back to the truck because the chain, once again, got wrapped up around the small chainring.
I called Specialized customer service and they said take it back to the shop. The shop said to bring it in so they could look at it again.
At this point I think I deserve a refund. They've tried numerous times to fix it. At one point they had the bike for about 10 days.
I told the customer rep that I want a refund and she said to take it to the shop.
When I drop it off I want a check for the purchase price. The shop said they want to look it over.
How do I get my money back for this defective bike?
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Old 10-18-11, 06:34 PM   #2
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Why don't you just try a different chain?

- Slim
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Old 10-18-11, 07:02 PM   #3
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Is the chain falling off to the inside of the chainring towards the frame, or is it going between the big and small chainring (which I have never heard of)?
If it is falling off, install a chain catcher, problem solved.
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Old 10-18-11, 07:18 PM   #4
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Back to the shop a half a dozen times for the same problem seems like an awful lot. Have you gotten the store manager/owner involved? Do they know you're talking directly to Specialized?
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Old 10-18-11, 07:39 PM   #5
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Back to the shop a half a dozen times for the same problem seems like an awful lot. Have you gotten the store manager/owner involved? Do they know you're talking directly to Specialized?
Spoke to owner yesterday. Spoke to Heather at Specialized customer service yesterday. I told Ron, the owner, that I had called customer service. I asked Heather to get in touch with the shop but she said to have them call the warranty department. Dave, the mechanic, said he has worked with the warranty department. At one point they put a chain catcher on but it still fell off the inside. When they finally fixed the problem with the chain falling off it started the chain suck problem. Been doing that ever since. The chain stay on that side is deeply gouged from it.
They upgraded the crankset and it is still doing it. I'm not a bike engineer. I don't know why it's doing it. I don't think it's the shop's fault. I think something is wrong with the way the bike was built. But it's been back for repairs 6 or so times and it's still broke. I want a refund. How do I go about getting that?
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Old 10-18-11, 07:45 PM   #6
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The problem is with the drivetrain, not the bicycle. Chances are the bicycle is fine ... so I don't like your chances of getting a refund on it.

If you can, find a shop that knows what they are doing to have a look at it.

What does this mean? ... "When I drop it off I want a check for the purchase price."
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Old 10-18-11, 07:59 PM   #7
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The problem is with the drivetrain, not the bicycle. Chances are the bicycle is fine ... so I don't like your chances of getting a refund on it.

If you can, find a shop that knows what they are doing to have a look at it.

What does this mean? ... "When I drop it off I want a check for the purchase price."
The shop and customer service want me to drop the bike off so they can do whatever - again. This will be about the 7th time. At this point I think they should refund my money when/if I give them the bike.
The drivetrain isn't part of the bicycle? They sold me a bicycle complete with drive train and it doesn't work.
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Old 10-18-11, 08:01 PM   #8
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Take the shop and the manufacturer to small claims court. This will put a deadline on the whole thing. As the court date approaches, the manufacturers reps will keep calling with all kinds of excuses about why they don't owe you a refund. Just keep telling them; "send someone down here to tell the judge that, and we'll see who is right". Quite often, the check will show up before the court date. bk
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Old 10-18-11, 08:32 PM   #9
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Take the shop and the manufacturer to small claims court. This will put a deadline on the whole thing. As the court date approaches, the manufacturers reps will keep calling with all kinds of excuses about why they don't owe you a refund. Just keep telling them; "send someone down here to tell the judge that, and we'll see who is right". Quite often, the check will show up before the court date. bk
+1 ^ This ^

However first, I would send an email that details and catalogues all of your drivetrain/chain problems. I would send this email to the president of Specialized, the district manager, customer service, the bicycle shop owner and manager. Whenever addressing one, I would address them all, via email.

Since this has been going on for too long already, I would wait one more week for them to solve the problem. I would take a tape recorder with me, whenever visiting the bike shop. I would tape all phone conversations. I would call both the LBS and customer service or the district manager at least once every two days. All conversations would be taped at all times.

If after a week, the bike has still not been fixed, I will contact the BBB. Not that they will do anything constructive, but it will look good in court. If they say that the bike is fixed, once and for all, I would prepare a paper that stipulates what they've promised, and have them to sign it.

If it does the same thing again inside of a month, I'd file at small claims court.

- Slim

Good Luck!
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Old 10-18-11, 08:41 PM   #10
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I went through this pop with a local high end pro bike shop. I went from an perfectly shifting RSX roadie to a full ultegra roadie that threw the chain over and over but after 3 or 4 visits and having the shop say it was that I didn't know how to shift gears, I went to someone who knew what they were doing.

I kid you not, this guy spotted the problem within 30 seconds of looking at the bike. The "professionals" had the front derailleur chainline incorrect. The guy fixed it within a minute and didn't charge me a penny.

Amazing, 4 mechanics and the manager at one shop all incompetent.
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Old 10-19-11, 08:10 AM   #11
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Maybe it's just the picture, but the teeth on your chainwheel look mighty worn.
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Old 10-19-11, 08:39 AM   #12
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Try a different shop, preferably a Specialized shop so it may be under warranty? Definitely if you get Spec CS to approve. Or pay them to solve the problem. If they solve the problem, give the Spec shop the receipt/bill.
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Old 10-19-11, 10:20 AM   #13
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Try a different shop, preferably a Specialized shop so it may be under warranty? Definitely if you get Spec CS to approve. Or pay them to solve the problem. If they solve the problem, give the Spec shop the receipt/bill.
The problem has been "fixed" about 6 times already by the bike shop. But it keeps coming back. Those chainrings are new. They put them on. Once they had the bike for 10 days. It's still broke. I'm tired of taking it back for another "fix". I think they should give me a refund, but they want to "fix" it, again.
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Old 10-19-11, 10:42 AM   #14
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Chain suck can be a dirty chain/drivetrain, issue , I see a picture of chain suck.

Do you clean and oil the drivetrain after a ride in the dirt?

if it comes off the little chainring , get a jump-stop/chain-minder.
I have one on all my triples.

note: an IG hub and a properly tensioned chain stays in place.

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Old 10-19-11, 10:54 AM   #15
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It does it when clean and lubed.
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Old 10-19-11, 10:59 AM   #16
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Consider assessing your riding technique?
Do you read the terrain and shift when the mech works best ,
or force shifts at any old time?

back in the 90's a chain suck plate got added under the chainstay.. a custom part,now.
Stepped, like a stairway, it just cleared the chainring,
so there was no space for the chain to jam into.

Alloy frames, riv nuts can be set to bolt a anti chain suck plate
so can be fitted under the chainstay .

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Old 10-19-11, 10:59 AM   #17
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Wait a minute!

You just bought this bike less than 8 months ago.

When did you first notice this problem?

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Old 10-19-11, 11:14 AM   #18
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Wait a minute!

You just bought this bike less than 8 months ago.

When did you first notice this problem?

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As soon as I got it home. They have been attempting to fix it ever since.
They want to try again. See why I'm pissed?
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Old 10-19-11, 12:42 PM   #19
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The problem is with the drivetrain, not the bicycle. Chances are the bicycle is fine ... so I don't like your chances of getting a refund on it.

If you can, find a shop that knows what they are doing to have a look at it.

What does this mean? ... "When I drop it off I want a check for the purchase price."
Not necessarily true. The bike frame could be flexing enough under the rider to throw the chain.
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Old 10-19-11, 12:53 PM   #20
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Is there a reason you have not gone to another shop? A decent shop can fix it. Unless it's wearing fast from muddy rides.

If you ride in dirty and wet conditions most of the time, chainrings and other parts will wear quickly. Worn chainrings can be causing this.
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Old 10-19-11, 02:12 PM   #21
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As soon as I got it home. They have been attempting to fix it ever since.
They want to try again. See why I'm pissed?
Your bike is a real LEMON! It's a REJECT!...Plain and simple!

I would immediately complain to the BBB about Specialized and this bike shop! Three strikes and you're out!

I would strenuously protest anymore futile attempts to fix it. If you noticed this problem immediately after you arrived home with the bike, and it's been an ongoing problem ever since, it's a LEMON!!!!

Write a letter, detailing the problems to all previously listed parties (post #9). Roll the bike back to the bike shop and stipulate the fact that you either want another bike or a full refund. Tell them that if you don't receive any positive response from them within the next week, you'll get a lawyer and they'll be reponsible for legal fees, in addition to a new bike. Furthermore, if they don't respond with a positive response afterwards, you'll only be completely satisfied with a full refund. Until then, simply replacing the lemon, with a "new" bike, will suffice...

- Slim

PS.

Email all of the parties listed in post #9, detailing your complaints as well as your demands. - This should be done intelligently, with civility, and without emotion. * Dates will be important to include.

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Old 10-19-11, 03:03 PM   #22
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The problem has been "fixed" about 6 times already by the bike shop. But it keeps coming back. Those chainrings are new. They put them on. Once they had the bike for 10 days. It's still broke. I'm tired of taking it back for another "fix". I think they should give me a refund, but they want to "fix" it, again.
By the SAME bike shop. Try a different bike shop. Ask around (not at your usual bike shop, of course) to see where other cyclists in your area go.
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Old 10-19-11, 08:36 PM   #23
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How can I get in touch with someone besides this Heather person at Specialized? All she will tell me is to take it back to the shop. The shop is wanting to "experiment" some more. Is there someone higher up at Specialized I can contact?

"I would send this email to the president of Specialized, the district manager, customer service," How can I find out who these people are? I've spoke with CS but like I said earlier, they tell me to take it back to the shop.
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Old 10-19-11, 08:40 PM   #24
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1) Take the bicycle to a different shop. If you keep returning to the same shop, you'll keep getting the same results.

2) When you call, ask for someone else.

3) Have you had a look at the website?
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Old 10-20-11, 06:47 AM   #25
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1) Take the bicycle to a different shop. If you keep returning to the same shop, you'll keep getting the same results.

2) When you call, ask for someone else.

3) Have you had a look at the website?
If I go to another shop then I'll have to go through the whole "let's try this, lets try that" song and dance all over again.
I've called their customer service reps numerous times. No other contacts are listed on the website other than the customer reps, and they just keep telling me to take it back to the shop.
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