Paying for Specialized Warranty service??
 

It seems odd to have a $200 bill for warranty work. I know there are many of you that work in shops that can give me some inf.o to clarify this.

I have an electric bike store myself, but I dont carry Specialized, but my Turbo S crapped out with a motor problem.

I took it to a local Specialized dealer (not the one I bought it from) to have them take a look at it. A number of STUPID service errors occurred, but they finally did ride it enough to have the system shut down. They tried to give it back at first saying there was nothing wrong with it but never asking why I even brought it in!

First communication was proof of purchase. No problem. Confirmed a 2 year warranty. Wait another 2 weeks and get a message about the work being done for $200. Called Specialized and they said they only warranty parts and the dealer can charge whatever they want for labor. Diagnosis and installing a wheel shouldnt be $200!

How might this problem work at your shop?

-SP

As a long time Specialized owner, sounds very discouraging. In my opinion, Specialized should include labor coverage at least for some reasonable period. To expect the customer to pay labor for their defects is not reasonable.

I'd try to negotiate the charge with the bike shop. Maybe point out that this was a manufacurer defect (which they represent as a dealer) and that $200 for a simple warranty repair will not keep Specialized customers loyal in the future.

Manufacturer's liability is generally limited to parts only. The shop and customer's relationship is where labor is at play. Sometimes the shop will get a labor credit from the manufacturer but this is the uncommon and never enough to truly cover the overhead to handle a warranty situation.


The real slip in this situation is the lack of prior to doing the work communication, clear discussion of the costs involved. Andy.

It's been a few years, but I had something similar happen when my frame broke. I took it to the local dealer (not the dealer I bought the bike from, who was out of state) who got a new frame from the manufacturer. They swapped everything over, then sort of casually told me, "We didn't discuss labor, since the manufacturer only provided a new frame. Does $80 sound all right?" At that point I was so happy to save the full price of a new bike and get one back that I agreed.


Thinking about it later, I think it was a good deal all around -- at least for me. That dealer didn't get anything from the sale of the bike, so it's just a normal transaction for both of us; cash for labor. I know this dealer does good work, even if it's across town from my house, and he does it for a fair price.

Is parts-only warranty really normal in the bike industry? I've performed a lot of warranty work in the far past, on computers and associated peripherals and all manufacturers provided a warranty labor reimbursement to authorized service providers. Flat rate, standard. From the other side, when my own electronics or appliances have failed, I've never paid labor for a warranty repair. So is that really industry-wide, or just Specialized?

Market Economy does have its concessions...


Generally Material defects on frame, is for original owner, save your receipt..

Component parts is a year, excluding Rubber.

You have a separate vendor for that electric motor conversion?

next year Trek in 2018 will have some Electric bike models, No Specialized brand, Dealer in the County.

I just ordered a bike from BikesDirect and researched online bikes very thoroughly. One thing I came across often that in case of warranty they send out the new part and it seems occasionally re-imburse the owner for LBS install cost. Wouldn't apply to me since I can do all work myself, but good to know that paying the added markup for LBS is not worth it in all cases.

I understand the LBS you took it to since you didn't buy it there. But I can take my honda to any honda dealer for warranty work and don't get stiffed for labor. Especially since labor is the largest cost most of the time.

But another point that seems a problem with LBS is, they should have told you upfront about the cost. Especially for warranty work you are under the assumption it is covered unless told otherwise. Seems sneaky to me.

Yes. It is, by far, extremely uncommon for a manufacturer to reimburse a shop labor, regardless of whether they are an A+ dealer, or a schlub working out of their garage. On the rare occasion that a person complains loudly/vehemently about it, the manufacturer will sometimes credit the shop for work, else dangle some other carrot in front of them.

Notable exceptions are Shimano (their [now] ancient crank recall, but almost nothing else), and occasionally SRAM (last year's hydraulic snafu). They still don't/barely pay enough to cover real world costs--calling the warranty in, receiving, installing/adjusting, etc...

[QUOTE=HerrKaLeun;19829794]I just ordered a bike from BikesDirect and researched online bikes very thoroughly. One thing I came across often that in case of warranty they send out the new part and it seems occasionally re-imburse the owner for LBS install cost. Wouldn't apply to me since I can do all work myself, but good to know that paying the added markup for LBS is not worth it in all cases.

I understand the LBS you took it to since you didn't buy it there. But I can take my honda to any honda dealer for warranty work and don't get stiffed for labor. Especially since labor is the largest cost most of the time.

But another point that seems a problem with LBS is, they should have told you upfront about the cost. Especially for warranty work you are under the assumption it is covered unless told otherwise. Seems sneaky to me.[/QUOTE]


-The auto business works under a vastly different business model and cash flow pathways. I would be interested in the actual service ticket write up. What was replaced, what added parts (not under warranty but still needed for industry standards servicing, like bar tape or cables) were also needed, what labor was actually charged for and what was comped, if any. Claiming being stiffed suggests labor costs at a higher then usual/posted/or charged when not allowed.


- As I said the discussion of cost should have been had long before the work was done. But I will say that there's a sharing of responsibility for that conversation. I'll also add that many people remember hearing (or not hearing) that which they want to believe.


Most on this forum have not spent one minute behind the shop counter and are unable to have experienced what really happens between shop and brand/manufacturer/distributor. Most have not ran their own business and have had to pay employees regardless of the inflow of sales/cash. And I suspect that many here have not had to have the talk with a customer about how their understanding of a situation is based on complete info.


You can see that I have a bias to the shop's side of this situation, just as many here here have a bias to the OP's side. Even with more detail from the OP we'll never really know the communications and efforts of the shop as they are not here also.


What I do wonder about is why the OP went to another shop for the warranty work, instead of where they bought the bike from. there are many reasons why that are completely valid and reasonable. Like having moved, the selling shop has closed down, that shop no longer handles the brand. But other reasons might bring up questions like "why buy from a shop that you don't want to support you there's an un common need"? And warranty claims are not the norm. Andy.

they are charging you for diagnosing a problem... and they charge a shop rate... how many hours did they spend diagnosing an issue that you TOLD them of? What was the determination? the wheel? bad connection? What exactly did you tell them was the issue?

personally, at my shop, if an issue with a part on a bike is found, I would never charge for the part or repair time... makes for good PR, eh? Seems to be working fine... my business has become quite busy just by word-of-mouth.... if the customer is at fault, they pay.

please detail the issue found.

...this. ^^^^ And with regard to automotive warranty work, I recently had a regenerative braking issue (which is tricky, because it ties into the system computer) on a Nissan LEAF. First thing that ever broke in five years.

I had purchased a bumper to bumper warranty, and because the dealer simply used a manufactures service bulletin that recommended reprogramming it (which fixed it), they charged me in full for the labor...no parts required.


I was miffed, and contacted Nissan USA for an explanation. They told me the dealer decides what they will and won't cover under warranty, and I had a dealer who was a weasel. They were so embarrassed they sent me a check to cover the cost.

I guess you could try that with Specialized, but i don't think they embarrass very easily. :)

I think we get a bit distracted with dealer responsibility... This isn't necessarily the LBS fault (besides possibly not being upfront about cost). This is manufacturer fault for not covering an actual warranty (=getting it fixed inc. labor). that LBS (the OP didn't buy from) of course have to cover their cost either from OP or manufacturer.

If this is the relevant warranty, then it seems pretty explicit. https://media.specialized.com/suppor...0009968_r3.pdf

"The original owner shall pay all labor charges connected with the repair or replacement of all parts. Under no circumstances does this Limited Warranty include the cost of travel or shipment to and from an authorized Specialized dealer. Such costs, if any, shall be borne by the original owner."

Also, interestingly, you also don't seemingly have a choice but to use the LBS for the repair if you want the warranteed part (without paying for it):

"Only authorized Specialized dealers are authorized to perform warranty service under this Limited Warranty. Should the bicycle, frameset, or any part be determined by Specialized to be covered by this Limited Warranty, it will be repaired or replaced, at Specialized’s sole option. If your bicycle or frameset is a Specialized Edition (limited edition bicycle or frameset), be aware that an exact warranty replacement may not be possible."

As a shop owner , I never charge the customer any labor charge due to a warranty issues . It just makes good business sense not to , if you want that customer to return in the future .

Sure! I'd keep coming back for warranty service anyway.

the first step in a sale is getting a prospective customer in the store............ floor traffic is always a good thing.:thumb:

Indeed. But how many bike shops do you think advertise "Free Warranty Service" to do this?

While I didn't use the "free warranty service labor" in any published ads I did have it in my posted shop policies. I offered free labor on any warranty service as well as on any service in the first year (and I built a number of wheels under this policy at NC labor).


I might be very willing to point out that many of my customers and members of this list don't feel the LBS's pain of running a business that's many time their passion too. But I also have my eyes open about the cost of customer retention. Like many situations there are more then two sides and all have god on their side:). Andy

Do you offer this to customers who didn't buy their bike from your shop, or just as long as it's a brand your shop represents, it's ok?

What do I know, but my impression is that the LBS pain out there is mostly caused by any lack of clout they have with the manufacturer/distributor duo. I've thought LBS shop owners should form a consortium buying group or regional groups.

Well, I no longer own my shop, 15 years was enough. I offered free warranty labor only to those who bought from me. I felt that I owed little to riders who chose to not be my customers, beyond the expected honest, skilled and friendly practices which guided me. But when someone voted for my shop I am obligated to a far greater degree, hence my customers getting better warranty/service rates.


This incentive, to become a customer, is done all over the marketplace. Customer discount cards, new bike purchase accessory discounts, free after the sale tune ups are the norm. Lastly exceptions are made in every shop every week.


You are somewhat correct in why the retail bike business is the way it is. There are other reasons too. Like the long time association with toys that bikes have had. Like that retail has a fairly low entry cost and that many shop owners chose the bike business for it's life style and not for it's profitability. Like that many population centers have too many shops to allow all to do well without also the size of the pie growing too (and that the shops see each other as opponents and not allies). The consolidation of brands and growth of major suppliers/distributors/brands who can offer their own credit to shops has seen shops become more and more dependent on their suppliers on many levels. The growth of the non brick and mortar "retail" (yet non taxed) sales has also reduced the suppliers' need for the retailer.


There's a lot of cause to go around and all sides of this equation. My bottom line is that we pretty much get what we ask for, even though we don't always fully understand what we are really asking for when we vote/buy. Andy

The op shop might know the verbiage spelled out by the warranty from the oem. If it is so, the shop's weak point is not understanding that customers don't know the coverage nor understand what to expect.
The outcome is a dissatisfied customer and the follow on impact is negative reputation.
If anything, the takeaway is that the shop needs to be responsible in being upfront to disclose the potentials that the customer may be obligated regarding any financial impacts.
Poor communication and lack of due diligence on both parties.