Specialized Customer Service
#177
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That's your assessment and I think you're dead wrong. Companies know they don't own their brands anymore, that their customers do and it's because of forums like this.
15 years ago Specialized and I would be the only ones who knew about this beyond a few neighbors. In 24 hours 2,000 people have read this thread alone. And I haven't begun to tap my own social network.
15 years ago Specialized and I would be the only ones who knew about this beyond a few neighbors. In 24 hours 2,000 people have read this thread alone. And I haven't begun to tap my own social network.
#178
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Do you have a reason to make such leaps of judgment without any context? Your mis-shifting comment is about as uninformed as you can get - read the thread - Specialized admitted the rings are bad and sent new ones, and admitted that all the rings like it that they made are bad. What is your ulterior motive for trying to paint me as mis-representing the facts here?
FYI - The letter to Specialized that I finished today asks them to tell me what they think would resolve this. In it I asked them to pay for an independent assessment of whether the frame damage is purely cosmetic or structural. If they think giving me a new frame resolves it, that is up to them, but I haven't mentioned that to them or in this string. Looks like you're selling some Specialized frames...
FYI - The letter to Specialized that I finished today asks them to tell me what they think would resolve this. In it I asked them to pay for an independent assessment of whether the frame damage is purely cosmetic or structural. If they think giving me a new frame resolves it, that is up to them, but I haven't mentioned that to them or in this string. Looks like you're selling some Specialized frames...
I have managed several bike shops and still work in the industry which has provided me with 20+ years or excitement. It seems like you are searching for a new frame and/or reimbursement of you $200 from a manufacturer that has made things right with you. Your "beef" is with the shop, not Specialized.
Also, for the record, the bicycle industry doesn't even begin to compare with any other industry, especially cars!!!
BTW, I did have frames for sale. I may have another if you are looking for one...
#179
awaiting uci approval
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+1. For me it would have gotten to the point where I wouldn't waste any more of my time (about 1 year ago). More important to me to be out riding. But then I don't have 20,000 spammers following me on twitter.
#180
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+1 ..... In the meantime I guess the OP will continue to blackmail Specialized by bad talking them on the internet until they agree to do what he wants.
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#181
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Sorry to hear about your trouble with Specialized. I've reported on here before that my experience was exactly the opposite - a cracked head tube on a 5 year old bike replaced in a week. Too bad the Lemon Law doesn't apply to bikes.
#182
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Specialized has admitted to the ring problem and fixed it. It was your shops fault for not knowing this.
#183
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I want to see what you Twitter and blog that got you all those followers.
#184
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My Giant uses a BB86 BB. Came with Dura Ace, and switched out to the SRAM GXP BB86 BB as I was using a Quarq with SRAM cranks. Long story short, the bike is great, the BB is noisy, and the size of the frame's tubes almost seems to amplify the squeaking. If that's the worst thing I have to deal with, I'm pretty lucky...
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#185
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Also, it isn't Specialized problem that your shifter broke... I don't understand why you don't get that.
Honestly, this isn't going "viral".... don't give yourself that much credit. The more you write the more you are just making a fool out of yourself and coming off like a jerk. I doubt the big S cares at all if you post this and anyone that would read this and then have doubts about buying a Specialized from a good LBS is an idiot.
Have a good weekend
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Last edited by briscoelab; 08-13-10 at 03:14 PM.
#186
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And no, Specialized did not meet my needs. They pushed me off for nearly a year on all these problems while I was spending money needlessly trying to fix the symptoms when defective parts were the cause. So I'm out money I shouldn't be well beyond even the cost of installing the replacement parts. And they did not pay for the shifter - I'm having to foot that myself.
None of the defects were caused by the LBS or made better or worse by the LBS. And the LBS isn't who stonewalled me for months while I spent money on symptoms.
Funny how there are so many techies here willing to throw stones at the consumer and protect their loyalties to the company. I'm spending more time defending my character against people who have never met me than we are talking about the problem.
Why don't you have the same suspicions about the manufacturer? Has 20 years of being in the business given you a jaded perspective of customers? Seems like you're making a lot of assumptions about me being a bad actor while assuming Specialized is squeaky clean here.
#187
Senior Member
That's your assessment and I think you're dead wrong. Companies know they don't own their brands anymore, that their customers do and it's because of forums like this.
15 years ago Specialized and I would be the only ones who knew about this beyond a few neighbors. In 24 hours 2,000 people have read this thread alone. And I haven't begun to tap my own social network.
15 years ago Specialized and I would be the only ones who knew about this beyond a few neighbors. In 24 hours 2,000 people have read this thread alone. And I haven't begun to tap my own social network.
#188
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And no, Specialized did not meet my needs. They pushed me off for nearly a year on all these problems while I was spending money needlessly trying to fix the symptoms when defective parts were the cause. So I'm out money I shouldn't be well beyond even the cost of installing the replacement parts. And they did not pay for the shifter - I'm having to foot that myself. .
ALso, I thought you said Shimano was sending you a shifter for free??
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#189
ah.... sure.
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All told not much. Probably $200 or so, maybe more. The bigger rub is the time I've wasted, the time I've been without a bike (I'm missing a great ride this weekend that I paid $100 for - I guess we should add that to the total cost), and the aggravation of having to fight with Specialized to get them to man up on this. And by far the biggest rub is I'm left with a bike with a chewed up carbon frame that I'm not even sure is safe anymore. I just finished a letter to Specialized requesting that they pay to have it independently assessed for safety and asking them to be creative in figuring out how they would like to see this portrayed going forward - with a good ending or a bad one - it's in their hands.
Someone who spends $6,000 plus on a bicycle should at the very least have a backup. None of my bikes come close to the price you spent, yet I will never be without if the bike is in the shop. The reason is that I have multiple options available to me. Consider a backup so these things don't cause you to miss training or riding. As for the cable issue.... If you don't replace those suckers every 12 months or so you are rolling the dice. They do and will break from time to time if not replaced as a part of regular annual service. I replace mine every spring... regardless of what they "look" like.
#190
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This is actually getting a bit fascinating now - we've got all the Specialized groupies in complete denial that Specialized could be imperfect who have decided that the consumer must be a complete idiot, because the alternative is too hard for them to bear.
I was sold a lemon. The parts were defective. The company hasn't stood behind it without me beating them to death and still aren't fully. Your Specialized friends aren't demons but they aren't perfect. It happens - it's OK. You can let them be imperfect. Let it soak in for a weekend, let it play with your pollyanna view of Specialized, and maybe you'll be OK on Monday.
#191
Senior Member
Oh boy, I cant take these car comparisons anymore. That's just dumb. What if you bought a low end airliner for $10 million versus a larger airliner for $50 million. Are we saying the more expensive aircraft is supposed to be more reliable?
It doesn't matter if your bike cost $1k or $7k, you shouldn't have t pay $15 every month to get the fd fixed for two reasons:
1. It's stupid.
2. It's an FD, after the 2nd visit you should have taken it to another LBS, or fixed it yourself.
I'd hate to have those problems on a $1k bike, let alone a $7k bike. Putting up with all these issues for a whole year, and stumpong up the coin and time to continuously fix these problems was kinda crazy. I had a laptop a couple of years ago, realized it had a design fault and it would continue to breakdown even after the warranty expired, so I cut my losses and sold it. If I had your bike, it's probably what I would have done also.
To be fair to Specialized, I've heard many more good things about them than bad. But it really sucks to have gone thru what you did and I'd hate for that to happen to anyone else.
It doesn't matter if your bike cost $1k or $7k, you shouldn't have t pay $15 every month to get the fd fixed for two reasons:
1. It's stupid.
2. It's an FD, after the 2nd visit you should have taken it to another LBS, or fixed it yourself.
I'd hate to have those problems on a $1k bike, let alone a $7k bike. Putting up with all these issues for a whole year, and stumpong up the coin and time to continuously fix these problems was kinda crazy. I had a laptop a couple of years ago, realized it had a design fault and it would continue to breakdown even after the warranty expired, so I cut my losses and sold it. If I had your bike, it's probably what I would have done also.
To be fair to Specialized, I've heard many more good things about them than bad. But it really sucks to have gone thru what you did and I'd hate for that to happen to anyone else.
#192
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Someone who spends $6,000 plus on a bicycle should at the very least have a backup. None of my bikes come close to the price you spent yet I will never be without regardless the bike being in the shop. The reason is that I have multiple options available to me. Consider a backup so these things don't cause you to miss training or riding. As for the cable issue.... If you don't replace those suckers every 12 months or so you are rolling the dice. They do and will break from time to time if not replaced as a part of regular annual service. I replace mine every spring... regardless of what they "look" like.
someone who buys a $6,500 bike doesn't have money left to buy a backup. Actually I have one - it's a 20 year old Canondale with down-tube shifters and a free-wheel. Great bike to ride in the rain and snow, but not in a race. Not everybody has the dough to have two Mazeratis in the barn.
#193
Senior Member
Funny how there are so many techies here willing to throw stones at the consumer and protect their loyalties to the company. I'm spending more time defending my character against people who have never met me than we are talking about the problem.
Why don't you have the same suspicions about the manufacturer? Has 20 years of being in the business given you a jaded perspective of customers? Seems like you're making a lot of assumptions about me being a bad actor while assuming Specialized is squeaky clean here.
With that said i do feel for you and hope you get this all worked out.
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#194
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A creaking BB and a seat post doesn't constitute it being a lemon. Those were just oversights by the initial LBS in installing them. Both easily fixed in about 5 minutes by them or any competent shop. Also, the first shop should have known about the chainring issue and replaced them.
The shifter problem is because of a cable failure... as many have said, if you don't replace those every once in a while... they will break. Specialized has nothing to do with that issue. You had an old worn cable installed and it broke. You claiming that DA parts are somehow unreliable pieces of junk is laughable.
Also, what race are you doing with a $100 entry fee? That's pretty steep!
The shifter problem is because of a cable failure... as many have said, if you don't replace those every once in a while... they will break. Specialized has nothing to do with that issue. You had an old worn cable installed and it broke. You claiming that DA parts are somehow unreliable pieces of junk is laughable.
Also, what race are you doing with a $100 entry fee? That's pretty steep!
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#195
ah.... sure.
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LOL - OR
someone who buys a $6,500 bike doesn't have money left to buy a backup. Actually I have one - it's a 20 year old Canondale with down-tube shifters and a free-wheel. Great bike to ride in the rain and snow, but not in a race. Not everybody has the dough to have two Mazeratis in the barn.
someone who buys a $6,500 bike doesn't have money left to buy a backup. Actually I have one - it's a 20 year old Canondale with down-tube shifters and a free-wheel. Great bike to ride in the rain and snow, but not in a race. Not everybody has the dough to have two Mazeratis in the barn.
#196
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I'd hate to have those problems on a $1k bike, let alone a $7k bike. Putting up with all these issues for a whole year, and stumpong up the coin and time to continuously fix these problems was kinda crazy. I had a laptop a couple of years ago, realized it had a design fault and it would continue to breakdown even after the warranty expired, so I cut my losses and sold it. If I had your bike, it's probably what I would have done also.
To be fair to Specialized, I've heard many more good things about them than bad. But it really sucks to have gone thru what you did and I'd hate for that to happen to anyone else.
To be fair to Specialized, I've heard many more good things about them than bad. But it really sucks to have gone thru what you did and I'd hate for that to happen to anyone else.
And I agree with your assessment of Specialized - I have heard FAR more good about them than bad. And I continue to. It's one of the reasons I bought the bike. And that's why I call this a lemon - which is another word for something that is out of the ordinary - doesn't happen to everyone, etc. But clearly Specialized Customer Service doesn't know what to do with a lemon (which shows again it doesn't happen a lot), and I want Specialized to learn they need to be able to handle the exceptions, not just the rule. I personally could care less that a million Specialized customers haven't had my experience. I have had it, and it's a crummy one, and Specialized needs to make it right. If they do, then they will have a million and one happy customers. Right now apparently they are all happy but me.
#199
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And how is the seat post bracket an oversight? It started to slip a month after I bought it (doesn't seem like and LBS would know that), and after pulling it back up once a month for a while it became once a week which is when I alerted the LBS. They finally torqued it and found that the s-works seat post bracket was defective, could not be torqued down to hold the post (which already had carbon paste on it), and had to be replace.
And Specialized (finally) admitted it was defective and sent a new/free s-works seat post bracket.
Have any other facts you want to skew in order to make your point?
#200
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LOL - not a bad idea in hindsight. And yes the antique Canondale has served me well, but I usually only have it ready to go in the winter - it's a shambles right now and needs a major tune-up to go out for a long, hard pull.