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Cracked Frame - Specialized Warranty - '02 Rockhopper

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Cracked Frame - Specialized Warranty - '02 Rockhopper

Old 05-11-12, 02:33 PM
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wisaunders
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Cracked Frame - Specialized Warranty - '02 Rockhopper

Moved from commuter forum:

Had a terrible creaking noise on my ride yesterday. Tried to locate the creaking the whole ride to no avail. When I got home I threw it on the rack and found a crack in the right chain stay. Took it up to the shop and since I'm the original owner they said Specialized would replace it with a new frame. When I asked if Specialized had older frames such as mine, the guy said "Oh, that's going to be a problem" since I have rim brakes and all of the new Rockhopper frames only have the mounts for disc breaks. He said that I would need to purchase new wheels and all of the brake components or sometimes Specialized will offer a discount towards a new bike purchase. When I asked about the discount, he said he did not want to give me a number until he confirmed with Specialized that that would be an option.

Has anyone else run into this situation? I'm wondering what kind of discount they might offer.

The timing is funny because I have been starting to bring up a new bike purchase with my wife. She thinks I broke the bike on purpose. Ha!
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Old 05-11-12, 03:13 PM
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I'm curious as to how Specialized will handle this problem...That's one of my main reasons for developing an intense adversion to Specialized. I think that their CS sucks!

You should get a free frame and they should be willing to transfer all of your components for free, as well!

If the new frame won't allow for certain components, they should be willing to install other components, free of installation charge...

PS.

Any new components should be paid for by the original bicycle owner.

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Old 05-11-12, 03:33 PM
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A number of years ago I had a cracked frame on an 1999 Rockhopper. Specialized replaced the frame, crank, fork, head set, handlebars... basically the only thing that remained original were the pedals and wheels. It did not cost me a thing and I in reality got a new bike. But that happened within 3 years of the having buying the bike. 10 years... might be a different issue. Please report back after you hear from Specialized. I believe they are a good company and stand behind their products but this crack maybe normal wear and tear...
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Old 05-12-12, 07:34 AM
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In 1999 i worked in a bike shop and purchased a new s-works m4 ht in yellow. This year in February the drive side rear dropout broke off just forward of the derailleur hanger on a long climb (I noticed the rear d skipping gears up/down as if the hanger were bent and *biiing* the derailleur was in the spokes and essentially destroyed).

I took the bike back to the Specialized dealer I bought it from and in in about 2 weeks had a brand new (where did it come from?) '06 s-works m5 frame waiting to be built up. Spec asked for the original receipt or bill of sale, but once they had that in their hot little hands the warranty process was quick and relatively painless.

I have to admit that it was REALLY hard saying goodbye to that old bike, though. It had become a member of thr family...my wife had taken to calling it her sister-wife lol
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Old 05-12-12, 08:57 AM
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OP, ask for a Hard Rock frame instead of a Rockhopper. Problem solved.
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Old 05-12-12, 09:06 AM
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Originally Posted by SlimRider View Post

You should get a free frame and they should be willing to transfer all of your components for free, as well!

PS.
According to the warranty, Specialized owes the original owner a new frame, period, that's all. I have freinds that had TREK frames fail, all they got was a new frame, the transfer of components was at the owner's expense. Another guy had a Specialized frame replaced and worked out a deal with the shop where they absorbed much of the transfer costs (it helps to be a really good customer).
I had a Shimano crank replaced with no installation charges, but not because Shimano absorbed the costs, I was a good customer of that bike shop and they wanted to keep my business so they agreed to suck up the mechanics time (and because I replaced the chain and cassette at the same time at my expense).
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Old 05-12-12, 09:58 AM
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^ nailed it.

No complaints with Spec CS here - I have found them to be fair and reasonable.

I broke a 98 Specialized frame that was replaced under warranty with an 04 model. They replaced the shock too since the old one didn't fit, although technically they weren't required to do so. They did not provide new brakes or wheels and I didn't expect them to, neither under the terms of the warranty nor my sense of right and wrong. I was thrilled that 1) the first frame lasted as long as it did and 2) I got a disc compatible frame for no extra charge.

I also broke the chainstay of a different bike at an event where the Specialized team happened to be - they handed me a new, updated version right out of the trailer, no questions asked.
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Old 05-12-12, 10:13 AM
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Let us know how it comes out.
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Old 05-12-12, 10:39 AM
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Originally Posted by roccobike View Post
According to the warranty, Specialized owes the original owner a new frame, period, that's all. I have freinds that had TREK frames fail, all they got was a new frame, the transfer of components was at the owner's expense. Another guy had a Specialized frame replaced and worked out a deal with the shop where they absorbed much of the transfer costs (it helps to be a really good customer).
I had a Shimano crank replaced with no installation charges, but not because Shimano absorbed the costs, I was a good customer of that bike shop and they wanted to keep my business so they agreed to suck up the mechanics time (and because I replaced the chain and cassette at the same time at my expense).
Originally Posted by cryptid01 View Post
^ nailed it.

No complaints with Spec CS here - I have found them to be fair and reasonable.

I broke a 98 Specialized frame that was replaced under warranty with an 04 model. They replaced the shock too since the old one didn't fit, although technically they weren't required to do so. They did not provide new brakes or wheels and I didn't expect them to, neither under the terms of the warranty nor my sense of right and wrong. I was thrilled that 1) the first frame lasted as long as it did and 2) I got a disc compatible frame for no extra charge.

I also broke the chainstay of a different bike at an event where the Specialized team happened to be - they handed me a new, updated version right out of the trailer, no questions asked.
Alright guys!

Let's just say for example, that you got a brand new Rockhopper. You ride it for a few months and discover that the BB is slightly cracked. You know that it was no fault of your own, due to the fact that you've only done light XC riding and a little street cycling. You therefore, return the bike back to your friendly Specialized LBS.

Do you really expect to absorb the cost of a bicycle build, due to a factory mishap and/or the lack of QC?

This is partially my very reason for having my profound feelings of resentment towards Specialized. Not only have they seemed too reluctant to replace frames in the past when necessary, but they also have refused to transfer the components as well, when compelled to make good on their frame replacements.

Last edited by SlimRider; 05-12-12 at 10:43 AM.
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Old 05-12-12, 12:09 PM
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Originally Posted by SlimRider View Post
Let's just say for example, that you got a brand new Rockhopper. You ride it for a few months and discover that the BB is slightly cracked.
Let's just say, for example, the frame isn't a few months old. Let's say it's a decade & a few months old.

Oh wait, that's not an example, that's the exact situation.

It sounds to me like Specialized is holding up their end of the deal. It's a bummer for sure that the components won't transfer over, but that's just kind of a part of the game. If you really wanted to, you could probably take the new frame & sell it for the cost of a used '02 Rockhopper, & then just swap over whatever parts you had that looked to be in better shape.

Last edited by samburger; 05-12-12 at 12:31 PM.
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Old 05-12-12, 12:14 PM
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Originally Posted by samburger View Post
Let's just say, for example, the frame isn't a few months old. Let's say it's a decade & a few months old.

Oh wait, that's not an example, that's the exact situation.
That's also my point, as well!

When you're given a lifetime warranty, the length of time doesn't really matter. Short or long....
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Old 05-12-12, 12:39 PM
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Originally Posted by SlimRider View Post
That's also my point, as well!

When you're given a lifetime warranty, the length of time doesn't really matter. Short or long....
I don't have a copy of the warranty so I don't know for sure, but it sounds like Specialized offers a lifetime warranty on the frame. That is not to be confused with a lifetime warranty on the frame as well as any old parts that won't transfer over from one frame to the next, or a new frame as well as any work required to transfer the old parts over (if possible). So what exactly are they doing wrong in offering a new frame & nothing else, when that seems to be exactly what they say they'll do?

If someone disagrees with that warranty, they have the option not to buy from Specialized. The beauty of a free market. But the OP did buy from Specialized, so any discussion of how one feels about the warranty offered is probably better suited for the "Foo" sub-forum. It really doesn't do anything for the OP except encourage him to develop a hindsight bias for buying from Specialized to begin with.
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Old 05-12-12, 12:50 PM
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the price of a warranty is built into the bike, so the terms and conditions are fairly important to the cost of the warranty. I think they are somewhat silly offering a lifetime warranty where they can't replace it with a similar frame, but that's business
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Old 05-12-12, 02:50 PM
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Originally Posted by samburger View Post
I don't have a copy of the warranty so I don't know for sure, but it sounds like Specialized offers a lifetime warranty on the frame. That is not to be confused with a lifetime warranty on the frame as well as any old parts that won't transfer over from one frame to the next, or a new frame as well as any work required to transfer the old parts over (if possible). So what exactly are they doing wrong in offering a new frame & nothing else, when that seems to be exactly what they say they'll do?

If someone disagrees with that warranty, they have the option not to buy from Specialized. The beauty of a free market. But the OP did buy from Specialized, so any discussion of how one feels about the warranty offered is probably better suited for the "Foo" sub-forum. It really doesn't do anything for the OP except encourage him to develop a hindsight bias for buying from Specialized to begin with.
Therefore, eventhough Specialized is 100% at fault for screwing up your brand new bike, with profit from the initial sale, they (their agent, the LBS) once again get to profit from labor costs, by building up your replacement bike. Damn! That could become quite a lucrative ploy. That almost sounds criminal. Perhaps even felonious!

PS.

That would make me wonder, how many write-off frames are set aside, just for such an occasion...

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Old 05-12-12, 03:28 PM
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Originally Posted by samburger View Post
If someone disagrees with that warranty, they have the option not to buy from Specialized.
Reading is such a difficult thing
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Old 05-12-12, 04:11 PM
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Originally Posted by unterhausen View Post
the price of a warranty is built into the bike, so the terms and conditions are fairly important to the cost of the warranty. I think they are somewhat silly offering a lifetime warranty where they can't replace it with a similar frame, but that's business
Lifetime frame warranties are more about advertising than an actual warranty. Very few frames actually break, and few that do are covered by the warranty (which generally covers only the original purchaser). There's a lot of good will to be had from someone who has been ridding the same bike for decade, and can tell all his friends "they treated me right!". So not having an identical frame isn't really a concern.
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Old 05-12-12, 07:04 PM
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Who here, admitted retrogrouches excepted, would buy a not-very-light xc hardtail frame these days if it wasn't disc compatible. You cannot fault a company for innovating and phasing things out over a decade.

To the OP, the guy at your shop probably didn't know what the discount would be off a new bike, or even which bikes they'd be willing to discount.

If I were you, I'd buy a new mountain bike if I was riding it on trails. If you're commuting on it, use the (hypothetical) discount to buy a commuter.
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Old 05-13-12, 05:14 PM
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Originally Posted by SlimRider View Post
Therefore, eventhough Specialized is 100% at fault for screwing up your brand new bike, with profit from the initial sale, they (their agent, the LBS) once again get to profit from labor costs, by building up your replacement bike. Damn! That could become quite a lucrative ploy. That almost sounds criminal. Perhaps even felonious!

PS.

That would make me wonder, how many write-off frames are set aside, just for such an occasion...
If the bike is brand new, up to one year old, Specialized DOES replace the frame and transfer the components. After one year, the full warranty is off, and only the frame warrantly remains.
This is pretty standard in the industry so you can be upset with Specialized, but Trek, Cannondale and Giant offer the same warranty. Some other brands may offer the same thing, but I've never looked into it that deep because I never purchased one. (NOTE: Cannondale was the pre DORAL version, don't know what the latest company does.)
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Old 05-13-12, 09:05 PM
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So there ya have it, doesn't sound like there was any foul play here.

To the OP, it's definitely a bummer your frame broke. Given that your thread was moved from the Commuter forum, it's entirely possible that a ten year life span was short-lived for your bike. I hope you get everything worked out & keep enjoying the heck out of whatever you end up riding!
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Old 05-14-12, 08:09 AM
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Wow, didn't mean to create such a debate. I talked to the shop this weekend, they said Specialized would give me a new Rockhopper frame. The shop is going to go back to Specialized and ask about discounting a new bike. The shop said usually they'll offer 20% off a new Specialized. I test road the Carve Expert and am now waiting to hear back about the discount. I'll post again when I hear more.
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Old 05-14-12, 08:47 AM
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Originally Posted by wisaunders View Post
Wow, didn't mean to create such a debate. I talked to the shop this weekend, they said Specialized would give me a new Rockhopper frame. The shop is going to go back to Specialized and ask about discounting a new bike. The shop said usually they'll offer 20% off a new Specialized. I test road the Carve Expert and am now waiting to hear back about the discount. I'll post again when I hear more.
That sounds just great! Thus far, I'm favorably impressed!

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Old 05-14-12, 08:57 AM
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What good is this post without a pic, just in case you want to see my crack:
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Old 05-14-12, 06:10 PM
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So they ended up giving me a $550 discout on the Carve Expert. That brought it down from $1600 to $1050. I'm definitely satisfied.
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Old 05-16-12, 10:39 PM
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Nice.
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