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Specialized Frame Exchange

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Specialized Frame Exchange

Old 01-14-12, 10:10 AM
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Bosock
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Specialized Frame Exchange

Hey All

Thought i would share my recent and only experience with frame issues. This summer i opted to upgrade my 2008 Specialized Roubaix for a stiffer more climbing oriented bike. After much research and riding several bikes i ended up coming back to Specialized and getting a 2012 Specialized Roubaix with SL3 frame. The bike is much stiffer than my 2008 and was so much more efficient that i was climbing hills faster and in higher gears then previously...bike was accomplishing exactly what i wanted out of my upgrade. However, after my first ride i was wiping it down and noticed that under the seat their was a small section where the paint and varnished finish had peeled and looked as if they just glossed it over again. I took it to the bike shop i purchased it from and they informed me that where it did not hinder the performance of the bike Specialized would not do anything about it and just slap some fingernail polish on it and press on. I was a little bummed in that i paid $3000 for a bike with that type of imperfection...but the bike still was a great ride and went beyond my expectations as far as performance so I pressed on.

I took the bike into another Specialized dealer closer to my home to get it adjusted and they asked how i liked it and i informed them other than the little imperfection on the paint and coating it was great. They quickly was all over it saying that Roubaix is one of specialized flagship bikes and they wouldnt want something like this reflecting negatively on the bike...they asked if they could keep it, take some pictures and contact Specialized. Its winter so i said sure. They had the bike for about 2 weeks when i followed up and they informed me that there had been some communication problems with specialized but had contacted them and they were going to look at the problem...this was during the xmas holiday as well. About 2-3 weeks after that, the time frame only negative in this experience, they notified me that Specialized informed them that they would give me a $300 store credit or a new frame. Well, to me it was a no brainer, new frame. About a week later they informed me that they were completely out and back ordered on the white SL3 frame that I had but i could select from the Pro SL3 Frames they sold for a replacement. Little bummed at first because the pictures of these frames are not the greatest and the bike shop didnt have any to show. I selected the Black/Blue SL3 frame. Week later the shop had it and i picked it up 3 days after that. Black and blue bike was just as good looking as the white one was...far better looking than what i expected based on the pictures. The only bummer is that because the first shop didnt pursue the problem so quickly after i purchased it, and i had rode it for about a month after finding the imperfection, Spesh would not exchange the seat and stem which are white...rest of the bike is black and blue...i understand and have no problem exchanging those parts myself.

I thought i would share my experience to provide a little insight into how important selecting the right bike shop is...i didnt, but lucked out and the one still helped me even though i purchased it at another shop...the shop i bought it from gave me the feeling that they didnt really want to hear it and hence the response to just slap some fingernail polish over it...didnt even look at the problem to see the company had already varnished over it...it was just showing a section wear it had peeled and revarnished leaving indentation and inconsistency in paint and finish of a brand new $3000 bike.

Also, Spesh gets hit hard on these forums for being a big manufacturer...but i think they really came through for me here. I know several people will read this and say that bike finish doesnt hurt the performance of the bike and the situation is moot...but to me the fact Spesh was willing to take care of something...even though cosmetic...truly showed they are interested in keeping me on a Spesh. To Bingham Cycle in Ogden Utah and Specialized I have to forward great Kudo's for your interest in ensuring I am truly satisfied with my Specialized purchase. I am glad, Specialized anyway in this scenerio, and Bingham in the future, will get my hard earned dollars pertaining to my biking hobby. I have other specialized bikes i have had for years and never had a frame issue and didnt really know how this would play out...as you can see i am pleasantly surprized.
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Old 01-14-12, 01:36 PM
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Thanks for sharing. I'm about to purchase a Specialized Ruby (in March) but see a lot of Specialized haters on this forum. Your post made me feel a lot better about choosing a Specialized bike.
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Old 01-14-12, 02:24 PM
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Originally Posted by Jyyanks View Post
Thanks for sharing. I'm about to purchase a Specialized Ruby (in March) but see a lot of Specialized haters on this forum. Your post made me feel a lot better about choosing a Specialized bike.
Specialized haters? Really?

Specialized design and market fantastic bikes, but the owner has a reputation for over the top business behavior.

That is the issue, not hating.

Read Ritchey/Stumpjumper, Cannondale brouhaha and Volagi.
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Old 01-14-12, 02:35 PM
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Another option if you need to warranty/replace a frame is to see if the dealer will replace it with a Volagi.

I hear they're the same thing.
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Old 01-14-12, 03:01 PM
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Originally Posted by Banzai View Post
Another option if you need to warranty/replace a frame is to see if the dealer will replace it with a Volagi.

I hear they're the same thing.
Especially if they are both painted red...

OP: I just bought a Roubaix but I think the lawsuit was a poor decision on the part of Specialized. Doesn't make me feel good about them.
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Old 01-14-12, 03:25 PM
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Originally Posted by Jyyanks View Post
Your post made me feel a lot better about choosing a Specialized bike.
Read it again.

Guy bought a 3k bike from Specialized, noticed later it had a crappy finish and got told by the dealer to live with it.
Took it to another dealer and got mucked around for a few weeks and ended up taking a crap shoot on a frame he wasn't sure he would like.
Lost a few months riding time.
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Old 01-14-12, 03:45 PM
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Originally Posted by znomit View Post
Read it again.

Guy bought a 3k bike from Specialized, noticed later it had a crappy finish and got told by the dealer to live with it.
Took it to another dealer and got mucked around for a few weeks and ended up taking a crap shoot on a frame he wasn't sure he would like.
Lost a few months riding time.
...and now has to shell out more cash on a matching seat post... hmm.
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Old 01-14-12, 03:54 PM
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Originally Posted by Lexi01 View Post
...and now has to shell out more cash on a matching seat post... hmm.
It doesn't sound like the OP got that good of a deal. I wouln't be too happy about the end result here. You got a frame in a color you really didn't want (but it ended up being adequate), now you are stuck with a mismatched bike until you up grade or trade out the parts on your own. I would be relieved that something was finally done, but I am not sure I would be 100% pleased with the end result.
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Old 01-14-12, 06:11 PM
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At least he got something, the 1.5 million has to come from somewhere i guess.
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Old 01-14-12, 07:01 PM
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Originally Posted by kstephens View Post
It doesn't sound like the OP got that good of a deal. I wouln't be too happy about the end result here. You got a frame in a color you really didn't want (but it ended up being adequate), now you are stuck with a mismatched bike until you up grade or trade out the parts on your own. I would be relieved that something was finally done, but I am not sure I would be 100% pleased with the end result.
I think he did ok when he hit the second shop. Frustrating, to be out of the saddle that long (that means we need n in the n+1 to never be less than 2...), but the second shop did try to help. And got him a new frame.

The folks at shop 1 were jerks. They don't deserve what business they get, if they treat their Customers like that. Sure, Shop 2 could have worked it quicker, but even folks in the LBS are human. I just don't have room from folks that don't even try, that just blow you off like shop 1.

AND, EVIL SPECIALIZED stood behind their product.
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Old 01-15-12, 05:05 AM
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Just a thought. But why didn't the OP just hand on to the original bike until Spec had a frame in stock in his colour?
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Old 01-15-12, 05:47 AM
  #12  
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I bought a BMC ProMachine. Rode it for a month. Was in the LBS for gels or something. Wrench pointed out a chip in the frame at the seat tube. No cracks, no structural impact just finish. LBS phoned the regional rep there and then, got verbal OK to replace. I had a crit in a couple of days so they changed over the frame next day.

An even better story would be I bought a bike. It had not flaws. I rode it.
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Old 01-15-12, 06:09 AM
  #13  
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Originally Posted by rollin View Post
An even better story would be I bought a bike. It had not flaws. I rode it.
That would be the best customer service.

OP why did you select the first shop? It is farther away and not as good.
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Old 01-15-12, 03:10 PM
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Originally Posted by znomit View Post
Read it again.

Guy bought a 3k bike from Specialized, noticed later it had a crappy finish and got told by the dealer to live with it.
Took it to another dealer and got mucked around for a few weeks and ended up taking a crap shoot on a frame he wasn't sure he would like.
Lost a few months riding time.
The way I read it, the first LBS is the one who dropped the ball and the point of the OP's post is to make sure you buy from a decent shop. Specialized came through by giving him a new frame after the 2nd LBS pushed for it.

I just finished reading a whole thread on a women's forum where Trek refused to replace a Madone 4.7 cracked frame (bike was less than a year old) and the poster had to get it fixed through Calfee. Therefore, in my book, Specialized (and the second LBS) actually did the right thing even though it was an inconvenience.
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Old 01-15-12, 03:54 PM
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I'm going to trade my specialized in for a volagi.
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Old 01-15-12, 06:08 PM
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We do have a few haters here dont we. Yes Jyyanks you nailed the points I was trying to make with my post. For a blemish, Specialized took responsibility and replaced the frame and you have to appreciate that...i do anyway. Unfortunately the frame i had seems to be hard to come by and they are out of stock. I didnt miss to much riding as I have a back up bike and it is winter here so i was not necessarily pushing the second bike shop. The stem and saddle is a pain, this is true, but i do not have a problem here.

Lexi01...do not know if that was an option. I know they were eager for me to pick the color as they were starting to run short on the pro frames as well. It is just when they said there were no white frames available and they were back ordered...i just wanted the situation resolved and picked from the options they provided...but you bring up a good point...i didnt ask actually.

Kstephens...the blue and black is a beautiful bike...you are right though as many have told me they like the white stem and saddle as they went with the wheels. I dont and will get a 3T stealth stem and black seat. However, based on the fact they i thought i was just stuck with a blemished bike i do like what transpired. I do think Specialized did the right thing as well as the second shop...i did not get the optimal results because of the disconcern of the first shop...i even went to them and informed them another shop got the framed exchanged and if they could give me a discount if i traded them my seat and stem for a black one...they actually acted offended i went through another shop...oh yea, they would knock 10 percent off.

I chose the first bike shop as they had the color I wanted and the 2012's ... the second shop did not and were not sure when they would get them in...oh yea, and the thing that grabs a good portion of us...they gave me 15% off the 2012 where the second shop was going to go 10 percent on 2011's...so i guess sometimes the best deals upfront isnt always the best deal...then again i hadnt worked with them before and the seemed very courteous and professional in my original dealings.
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Old 01-16-12, 07:26 AM
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I have had multiple issues with my 2011 S-Works Tarmac. Bottom bracket creak and a heavily corroded headset (after less than 30 days, and no riding in the rain). Specialized insisted that I work the problems through my dealer. My dealer is 50 miles away and was not helpful. (My second- and third-closest dealers are owned by the same people.) According to the dealer, the heavily corroded headset "didn't impact performance" because it still turned -- no warranty. The bottom bracket creak "is inherent in the OSBB bikes" -- "we'll be glad to work on it at our normal hourly rate, but we can't guarantee we can fix it."

Then, when I appealed to Specialized, they said, "Our dealers make our primary warranty determinations. If they approve it, it goes to the next level. And our warranties don't cover their labor. If they have to work on a bike to diagnose and repair a bottom bracket issue, the cost for that is on the customer."

Specialized bikes fit me better than any other brand. I have ridden them for years. Except for the creaking, I love my Tarmac better than any bike I've ever owned (except maybe for a Langster I had eight years ago). But once its useful life is done, I will be shopping another brand. Specialized demands that your local dealer be their "face" on warranty issues. In my case, Specialized, through their dealer, told me to take my business elsewhere. I won't risk premium bike dollars on them again.

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Old 01-16-12, 08:07 AM
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Originally Posted by Bosock View Post
... The stem and saddle is a pain, this is true, but i do not have a problem here.

...i even went to them and informed them another shop got the framed exchanged and if they could give me a discount if i traded them my seat and stem for a black one...they actually acted offended i went through another shop...oh yea, they would knock 10 percent off.

I chose the first bike shop as they had the color I wanted and the 2012's ... the second shop did not and were not sure when they would get them in...oh yea, and the thing that grabs a good portion of us...they gave me 15% off the 2012 where the second shop was going to go 10 percent on 2011's...so i guess sometimes the best deals upfront isnt always the best deal...then again i hadnt worked with them before and the seemed very courteous and professional in my original dealings.
Did you ask to exhange the seat and post at the shop that actually got you the replacement frame?

The shop that got you the replacement frame -- did they swap parts over for you? Did they charge for the service?

You got a bunch of specializeds listed in your sig -- did they all come from either of these shops?
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Old 01-16-12, 10:36 AM
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Bosock,
I just built a '12 Roubaix Pro frameset up with Campy...only I opted for the silver and red because that is my aesthetic preference. Snow here now and just a few miles on it but clearly it is the best bike I have ever owned.
Sounds like you did ok and also a pretty common story really...one shop tries to help and does and the other didn't want to be bothered. You know where your new purchase will be and the shop that helped you out knows that. For Specialized to replace your frame says a lot for them as it is difficult to prove if it is a production defect versus something you did to the frame. Apparently they were convinced it was their production error. Btw, my Roubaix Pro is flawless and I am a fussy guy. Bottom line is Specialized makes the best bikes in the world across genres. Pick one. The reviews speak for themselves including the most successful bike brand in racing.
Btw...how tall are you and what size do you ride?
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Old 01-16-12, 02:14 PM
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Originally Posted by FlashBazbo View Post
Then, when I appealed to Specialized, they said, "Our dealers make our primary warranty determinations. If they approve it, it goes to the next level. And our warranties don't cover their labor. If they have to work on a bike to diagnose and repair a bottom bracket issue, the cost for that is on the customer."
.
Any warranty is only as good as your LBS. This is across the board for all manufacturers -- the larger the LBS presence with the brand, the better the warranty. That's just how it is. Glad the OP had it work out for him. Now, pics or it didn't happen.
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Old 01-16-12, 03:09 PM
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True. And I have wondered if this wasn't a matter of the LBS being ticked off at Specialized and wanting to promote Trek (which they sell a LOT more of). Either way, I will drive an extra 25 miles next time, to get to a store I know will go to bat for me. Of course, that also means I'll end up buying custom or Italian.

Of course, unlike with other industries, bike warranties, in general, do not cover labor. In my case, labor costs were easily going to be a multiple of the price of the parts.

Last edited by FlashBazbo; 01-16-12 at 04:32 PM.
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