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Specialized Customer Service

Old 08-13-10, 09:57 AM
  #126  
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Originally Posted by BigSean View Post
This has been a known issue, mine also slipped. It is a simple fix by using the carbon paste as you mentioned earlier.
Mine already had carbon paste. The S-works seatpost bracket was definitely defective and would not hold paste or no paste. The shop made this determination, not me.
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Old 08-13-10, 10:00 AM
  #127  
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Originally Posted by echotraveler View Post
im not very sure thats true, manufacturers instruction? i guess they do send in specs and instructions, but IMO a good mechanic can assemble one of this high end bikes, or any kind of bike without them, Mechanics do this every day, this aint rocket science either... anyway bro, good luck, hope you can find a resolve on this matter....
The mechanic said the initial build instructions that came with the bike very specifically told them not to pack any grease in and a few other things that they later rescinded with new instructions. So, no, not rocket science, but if the build instructions say to do it "this way" it's pretty simple to do it that way. Then when the manufacturer finds out "this way" is a bad idea and sends out new written instructions to do it differently, it fixed the problem.
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Old 08-13-10, 10:04 AM
  #128  
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Originally Posted by stonecrd View Post
Now in regards to the LBS why should they eat the labor?
I can see why they would not want to do it - it's not their fault that the parts are defective and I didn't buy the bike there. I get that. But if I owned a bike shop and guy came in who bought a really expensive bike 2,000 miles away I might figure out how to make it work better for him than regularly reminding me that I hadn't bought the bike there as some form of punishment. I'm buying a Tri-Cross next month for my wife. I live 1 mile from this bike shop but will be driving 7 miles to another one to buy it. And future $6,500 bikes will be bought there, too.

So I can't fault the LBS for stonewalling, but I sure wouldn't do it that way. Very short-sighted and resulting in a loss of future business.
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Old 08-13-10, 10:10 AM
  #129  
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Originally Posted by CCrew View Post
First off, I didn't mention the rest of the parts. Second, the cable isn't Specialized's fault. It's a wear item just like a clutch disc or brake pads since we're using the car analogy around here.

Your issue on the cable.....
See Wanderer's reply - we're chasing rabbits here. I've said a half dozen times that the Shimano issue was just icing on the cake that Specialized should have stepped up to because of all the other nonsense. But the other nonsense is the meat of the matter, not the shifter, which all lovers of Specialized are focusing on because there is no good defense for the real issues - BB, chain ring, seat post - all defective, all Specialized parts and assembly instructions, and all of which Specialized has admitted to, leaving me with a chewed up frame and a lot of wasted time and money.

So if it works better to keep on topic, we can cut the shifter out of the equation and just focus on all the other lemon issues.
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Old 08-13-10, 10:10 AM
  #130  
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Originally Posted by cfblakeman View Post

The reason I'm posting is that I shouldn't have been put in a position where I have to go around Specialized Customer Service to get this resolved. They should have a policy of standing behind these issues much better that keeps me from having to find some senior exec to fix their customer service for them.
While none of us should "have to be put" in any situation, we sometimes are. That is life. Customer Service is there to help you set things right. The lbs is your best ally in these situations and you dealt with one that was going out of business. You then take the problems of the defunct lbs to one that made nothing off the sale and want them to right the situation. I can see some validity in their desire to not get involved. Pick your lbs wisely in the future.

Work with your regional rep and Customer service and stop the undeserved slagging on a public forum. Lest you be taken as a Trek shill. I am guessing that is the case.
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Old 08-13-10, 10:16 AM
  #131  
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Originally Posted by umd View Post
I've never heard that term used, but you're right, it's silly of me to care about that. Back to your silly vendetta against Specialized. It's really the shop that you should be pissed at. That's all there is to it.
+1
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Old 08-13-10, 10:21 AM
  #132  
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Originally Posted by jdon View Post
While none of us should "have to be put" in any situation, we sometimes are. That is life. Customer Service is there to help you set things right. The lbs is your best ally in these situations and you dealt with one that was going out of business. You then take the problems of the defunct lbs to one that made nothing off the sale and want them to right the situation. I can see some validity in their desire to not get involved. Pick your lbs wisely in the future.

Work with your regional rep and Customer service and stop the undeserved slagging on a public forum. Lest you be taken as a Trek shill. I am guessing that is the case.
LOL - never owned a Trek, thanks - never even test rode one. Love my SL2 Pro for the way it rides and fits me, which is why I didn't say a thing in any public way for a year and three months of this nonsense.

"Undeserved slagging" would be me coming out three weeks after buying the bike in April of 2009 saying the BB is making all kinds of noise and slipping, and the chain is already regularly unshipping. "Deserved slagging" is when Specialized has given me a final assessment 1 yr and 3 months later of what they will and will not do that doesn't resolve this and leaves me with a chewed up frame and unpaid bills. Believe me, it was quite a turn of heart for me to take my SL2 Pro to this forum and trash it - I've been hanging on for quite some time because of how much I tried to like this bike.

And even as of today I have yet to trash Specialized to my 20,000 Twitter followers or the 15,000 following my blog. I'd say that's a picture of restraint to this point. I won't use those more powerful public forums until I hear back from the letter I'm sending Specialized.

FYI - I love the "pick your LBS wisely" comment - am I supposed to see the guys books and get a guarantee he's not going to retire and move to Maui before I buy? Did you do that kind of wise due diligence for all the bikes you've purchased? Great 20/20 hindsight I think.

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Old 08-13-10, 10:35 AM
  #133  
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Originally Posted by mike868y View Post
What exactly was wrong with your bb? It's not like assembling a bb is very hard.
See all the other comments on the very specific written instructions Specialized gave on how to build this oversized BB that they eventualy rescinded and sent new written instructions on. It's not hard to follow instructions, but when the instructions are wrong the results are always bad.

[/QUOTE]If you rode the bike for a year with it dropping the chain every ride, that is your own stupidity for not doing something about a problem you clearly were aware of. [/QUOTE]

I don't believe I was standing around with my thumb you know where as you are implying. I was doing something that whole time. What do you think this post is all about? I've been on the phone with Specialized for ten months and taking their advice to have my FD adjusted. They would still be telling me that if I hadn't continued to push the issue. And I was working with the LBS the whole time trying to figure it out, too.

[/QUOTE]The sworks bracket is not defective. Many rides who are heavier and ride more than you use that bracket without issue.[/QUOTE]

Talk to the LBS with six stores who made that determination. Maybe they aren't all defective like the chain rings and BB assembly were, but this one on my bike sure was. Or at least that is the LBS's assessment (and Specialized sent a new one for free - looks like they agree).

[/QUOTE]Breaking cables is not a design flaw it is a fact of life. Are you going to convince us that a flat tire is a design flaw too? [/QUOTE]

Sigh - find me anywhere that I said a broken cable is a flaw - didn't happen. The flaw is that the shifter design allows the bit of wire left inside it to lodge permanently and FUBAR a perfectly good shifter. Multiple LBSs say they see this all the time, that it is a design flaw in the D-A 7900, and that "Shimano is lying to you" (their words, not mine) when they told me they never hear about this. Shimano sent a free shifter as well - funny they would do that without it being a problem.

[/QUOTE]Stop complaining and start thinking [/QUOTE]

Read close before you reply, please.
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Old 08-13-10, 10:44 AM
  #134  
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Originally Posted by waltersc View Post
I've never heard that term used, but you're right, it's silly of me to care about that. Back to your silly vendetta against Specialized. It's really the shop that you should be pissed at. That's all there is to it.

+1
So you're plus one-ing this brilliant prose because it ignores that all of the problems are clearly defective parts from the manufacturer that have nothing to do with any LBS anywhere? Hmmm.... the logic escapes me. Seems like the LBS is more correct here in saying these are Specialized's problems because they have zero to do with assembly or maintenance. Not sure the LBS would agree with your +1. You might want to expand on your argument a little.
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Old 08-13-10, 10:54 AM
  #135  
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Originally Posted by cfblakeman View Post
So you're plus one-ing this brilliant prose because it ignores that all of the problems are clearly defective parts from the manufacturer that have nothing to do with any LBS anywhere? Hmmm.... the logic escapes me. Seems like the LBS is more correct here in saying these are Specialized's problems because they have zero to do with assembly or maintenance. Not sure the LBS would agree with your +1. You might want to expand on your argument a little.
The chainring issue is old, the shop should have known about it. The seatpost issue... ok so there was a problem with your collar, it's not a design defect or nobody's would work. The BB instructions, well that's probably Specialized's mistake but I'd have to see both sets of instructions. Not sure what that actually affected. The shifter thing is just stupid.
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Old 08-13-10, 11:07 AM
  #136  
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Originally Posted by umd View Post
The chainring issue is old, the shop should have known about it. The seatpost issue... ok so there was a problem with your collar, it's not a design defect or nobody's would work. The BB instructions, well that's probably Specialized's mistake but I'd have to see both sets of instructions. Not sure what that actually affected. The shifter thing is just stupid.
I'm guessing the LBS did know about the chain ring problem. But since I bought bike 2,000 miles away they are suffering from a bad case of "not purchased here" disease that will keep them from getting the Tri-Cross purchase I'll make next month or my next expensive bike purchase. Either way, Specialized themselves stonewalled me for many months saying they didn't have any complaints about those rings. The defective design and the Specialized denial is all on them - it wouldn't matter whose LBS I was going through.

BB Instructions - go to your LBS and ask to see the instructions that came in the box, that told them how to build it wrong, then ask them for the revised ones. That's not an LBS problem either - it would be a big problem for them to ignore the manufacturer's written instructions.

I didn't say all the S-works seatpost brackets are defective. I said the LBS determined mine was, and apparently Specialized agreed - they sent a new one for free.

How many times will I have to keep saying this for you Specialized groupies to see that nobody, including Specialized is perfect, and that you don't have to defend them illogically just because you like them? I love my SL2 Pro when I'm riding it and not shifting it. And I've said repeatedly I got a lemon. I've never said Specialized is a terrible company. They are a great company, but they sold me a lemon and since everybody thinks everybody needs to be perfect, they're having trouble admitting they could make a single mistake and sell a lemon.

I want them to admit they are a great company that sold me a lemon. This isn't hard unless we expect perfection. Apparently Specialized expects that of themselves or their lawyers won't let them admit they make mistakes because they will end up with vultures flying overhead.
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Old 08-13-10, 11:13 AM
  #137  
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Can someone with superior technical knowledge than me (and not the OP) confirm that a flexy chainring can cause a dropped chain? I've never heard of this before, if you fd is properly adjusted.
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Old 08-13-10, 11:18 AM
  #138  
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I don't believe that Specialized is perfect, I just believe that you are bashing them harder than the situation warrants.
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Old 08-13-10, 11:20 AM
  #139  
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Originally Posted by mike868y View Post
Can someone with superior technical knowledge than me (and not the OP)...
LOL - You've got me pegged right! I have very little technical knowledge on how to fix the bike - likely part of my problem. I put up with this way longer than someone who is technical. I'll look forward to hearing others chime in on the thin rings flexing.
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Old 08-13-10, 11:23 AM
  #140  
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Originally Posted by umd View Post
I don't believe that Specialized is perfect, I just believe that you are bashing them harder than the situation warrants.
And yet you cite no bashing. So what is bashing? To say they sold me a bike with multiple defects, caused me to spend money and time I shouldn't have, denied before fixing, refused to continue to fix, and left me with a chewed up frame and expenses? Where is the bashing?

Or could it be that your love for Specialized simply sees any post that says Specialized has a problem as bashing? Am I bashing or are you shilling?
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Old 08-13-10, 11:24 AM
  #141  
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Originally Posted by mike868y View Post
Can someone with superior technical knowledge than me (and not the OP) confirm that a flexy chainring can cause a dropped chain? I've never heard of this before, if you fd is properly adjusted.
Yes, it can in fact cause the chain to be thrown off the ring. It usually happens to the outside of the big ring. A Quickstep rider was injured at a training camp when Specialized first supplied them with those bikes/cranks several years back. Quickstep then switched all of the bikes to Campy Record UT cranks.

My old Tarmac S-works SL had those same rings stock and would throw the chain with moderately hard efforts. I put some Stronglight rings on it about 2 days after buying it (as I knew about the issues before hand) and it was 100% fine after that.
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Old 08-13-10, 11:26 AM
  #142  
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Originally Posted by cfblakeman View Post
And yet you cite no bashing. So what is bashing? To say they sold me a bike with multiple defects, caused me to spend money and time I shouldn't have, denied before fixing, refused to continue to fix, and left me with a chewed up frame and expenses? Where is the bashing?

Or could it be that your love for Specialized simply sees any post that says Specialized has a problem as bashing? Am I bashing or are you shilling?
Wow... with your tact and people skills I can't imagine why you had any problems getting a new shop to work with you to fix the problems.
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Old 08-13-10, 11:27 AM
  #143  
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Originally Posted by briscoelab View Post
Yes, it can in fact cause the chain to be thrown off the ring. It usually happens to the outside of the big ring. A Quickstep rider was injured at a training camp when Specialized first supplied them with those bikes/cranks several years back. Quickstep then switched all of the bikes to Campy Record UT cranks.

My old Tarmac S-works SL had those same rings stock and would throw the chain with moderately hard efforts. I put some Stronglight rings on it about 2 days after buying it (as I knew about the issues before hand) and it was 100% fine after that.
Ok. But still, there is no way I would let my chain drop ever freaking ride for a year without changing out the chainrings.
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Old 08-13-10, 11:32 AM
  #144  
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Originally Posted by mike868y View Post
Ok. But still, there is no way I would let my chain drop ever freaking ride for a year without changing out the chainrings.
Even if you had the manufacturer telling you directly over and over that there is no problem - just adjust the FD? I also didn't buy a brand new bike with the expectation of throwing away major parts - like buying a new car and having them put a new transmission in it before it's delivered. I'm no techy and assumed that a $6,500 bike should have some decent components.

I continue to say that part of the problem here is that I worked with Specialized too long before I went for outside advice on this - I actually believed them.
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Old 08-13-10, 11:32 AM
  #145  
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Can't be bothered to read back through the thread (sorry). Have the chainrings been replaced?
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Old 08-13-10, 11:39 AM
  #146  
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Originally Posted by cfblakeman View Post
Even if you had the manufacturer telling you directly over and over that there is no problem - just adjust the FD? I also didn't buy a brand new bike with the expectation of throwing away major parts - like buying a new car and having them put a new transmission in it before it's delivered. I'm no techy and assumed that a $6,500 bike should have some decent components.

I continue to say that part of the problem here is that I worked with Specialized too long before I went for outside advice on this - I actually believed them.
So you are unable to make a decision about your bike without a company holding your hand? You've addressed you knew there was a problem. You should have eaten the $150 or whatever for better chainrings then dealt with spec.
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Old 08-13-10, 11:51 AM
  #147  
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Originally Posted by mike868y View Post
Ok. But still, there is no way I would let my chain drop ever freaking ride for a year without changing out the chainrings.
Oh, I agree with you 100%. Just doesn't add up.
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Old 08-13-10, 12:26 PM
  #148  
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Originally Posted by briscoelab View Post
And yet you cite no bashing. So what is bashing? To say they sold me a bike with multiple defects, caused me to spend money and time I shouldn't have, denied before fixing, refused to continue to fix, and left me with a chewed up frame and expenses? Where is the bashing?

Or could it be that your love for Specialized simply sees any post that says Specialized has a problem as bashing? Am I bashing or are you shilling?

Wow... with your tact and people skills I can't imagine why you had any problems getting a new shop to work with you to fix the problems.
Yeah, I was waiting for that attack. Funny people can trash all over me with personal attacks like yours and umd's throughout this thread, and I'm supposed to sit back and smile.

The fact is, as I've said patiently many times and people like umd wants to ignore, I worked quite closely with the LBS and Specialized for well over a year before saying anything to anyone about this. I also just sent a letter to the LBS singling out one of their mechanics for stellar personal relationship skills. I'm quite confident few people would have been as patient and nice about this as I have been for this long, but no matter how long you put up with getting knocked around the first time you finally push back there is always somebody like you and UMD lurking in the wings waiting to take the personal shot.

So - let's see if you have anything to contribute to the discussion or if you just want to attack my character. I have a lemon that Specialized isn't stepping up to deal with - they admit they have all kinds of defective products here, but I'm left with bills and a chewed up frame. Got any comments about the issue itself, or do you feel more comfortable with personal attacks like UMD?
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Old 08-13-10, 12:27 PM
  #149  
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Originally Posted by tombailey View Post
Can't be bothered to read back through the thread (sorry). Have the chainrings been replaced?
Yes - they replaced them and charged me to do so.
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Old 08-13-10, 12:29 PM
  #150  
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Originally Posted by mike868y View Post
So you are unable to make a decision about your bike without a company holding your hand? You've addressed you knew there was a problem. You should have eaten the $150 or whatever for better chainrings then dealt with spec.
Well you may think it's ok to drop $6,500 for a bike and then be forced to buy new parts for it and just let the company walk away. That's your way of dealing with it. I think differently. I think the company that caused the problem should step up and fix it.
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