Levo Gen 2 Are Specialized dealers obligated to service bikes purchased online?

[backstep]

I'm planning to purchase a levo comp today from an online store in another country as my local Specialized dealer doesn't have stock until late December.

I'm wondering what will happen if I have any major motor issues etc during the warranty period and whether my LBS will be obligated to deal with them or they will likely tell me to send it back to the company I purchased it from? Its difficult to get this information directly as I don't (yet) speak the local language.

 

[salko]

From people posting on this forum your LBS might charge you for labor if the bike was purchased elsewhere as LBSs does not get reimbursed for (some?) warranty work ... Some are even getting charged for a firmware update if they are not doing it in shop where they purchased a bike ...

 

[Mcharza]

EU product liability says the following. If the product was purchased in the EU, the local authorized product representative must be responsible for warranty issues. So it doesn't matter which EU country you buy from, as long as the brand is also represented in your own country.

 

[Tim1023]

EU product liability says the following. If the product was purchased in the EU, the local authorized product representative must be responsible for warranty issues. So it doesn't matter which EU country you buy from, as long as the brand is also represented in your own country.

Which is yet another thing that makes it a shame that the UK is leaving the EU! That damned red tape from Brussels, if only it was good for something like protecting consumer rights...

 

[Zimmerframe]

Some are even getting charged for a firmware update if they are not doing it in shop where they purchased a bike ...

I think this is another reason why Spesh are testing the over the air firmware updates. They've asked dealers not to charge, but some still do and obviously it doesn't lead to happy customers.

I bought my Kenevo online, purely from impatience as I wanted it ASAP and they had it in stock.

Theoretically, the global warranty should cover you to go and get assistance anywhere - no matter where you bought it.

I thought I had a battery issue when the bike was new, so I took it to my local (some distance away...) Specialized shop to get them to test the battery.

They wouldn't. Even though I offered to pay. Why ? Because I'd purchased on-line. Needless to say, I won't be buying any bikes or anything else from there ever.

Your shop should support you, but may want you to pay as you didn't purchase from there.

 

[wepn]

Really since Specialized are market leaders by a long, long way & a lot of value is placed on excellent warranties & high level dealer service, it should be covered wherever in the world you find yourself with whatever valid issue, no matter where you bought it, without charge by any Specialized dealer.

Maybe not quite as simple as it sounds but no doubt the resulting maximum owner confidence would pay the expenses incurred in implementing genuine worldwide warranties. Just my opinion .

 

[EME]

Anyone know which online dealers I CAN take my bikes to for warranty work to be done?

I know, a facetious rhetorical question, but why should the LBS pick up the tab the online shop having pocketed the profit ( probably reduced) knowing that there will be minimal comeback or future liability if any for the online retailer.

I know the OPs case is different but we do deserve what we get when we buy niche, specialist gear online to save 10 cents.. Nothing to do with Specialized or any e-MTB manufacturer just my view.

 

[Troutwrestler]

I bought online and I won't next time.

 

[Sean1.0]

If your LBS doesn't have stock when you are trying to buy a bike... and they can't tell you when they will eventually get stock or if they can, its 6 months away, maybe (which is what I am hearing a lot from several local shops on several brands of bike) ... but another shop has the bike in stock and available so you buy it from there "online" ... not for any price / discount reason.... purely because you want to buy the bike so you can go and ride it...

Does that give your local LBS (or anyone else) the right to treat you like you've shafted them to save a few bob "online" and flaunt their consumer rights obligations regards any warranty issues ?

Does that mean you should be left out of pocket if the product fails and needs warranty work ?

Manufacturers need to step up and make sure their customers are not put in this position imo.

 

[Troutwrestler]

Yes, all of that, but essentially you would still need to go back to the shop where you purchased it to return it and request a refund when the motor needs replacing AGAIN. I will have a 700 mile return trip o do this.

 

[Mikerb]

The warranty states that you need to contact either Specialized Rider Care or an authorised dealer in the same country ( in Europe) you bought it in. I suspect there are degrees of Specialized retailers. Some may be "authorised dealers" whilst other may not be yet still sell Spesh bikes. Those that are not authorised dealers probably have no agreed process with Spesh for reimbursement of labour charges associated with carrying out warranty work. I would say the best course of action if you bought a bike online would be to deal initially with Spesh direct in order to validate your warranty claim and get them to nominate an authorised dealer to deal with the work. The warranty does of course only cover the wheels, frame, motor and battery. All the 3rd party parts should have separate warranties. Having said all of that nothing beats buying from a local LBS!

 

[cb700]

I bought my Levo from a LBS some distance away because the one closest to me didn't have stock. I recently had a battery issue and brought it to my closest LBS Specialized dealer. The battery needed replacing by Specialized under warranty and the LBS asked me for my purchase information with serial number which I had from the other shop. They also found I had a broken spoke in my rear wheel which they fixed while the bike was in. They handled the replacement and spoke repair at no cost to me.

 

[Goodmango13]

If your LBS doesn't have stock when you are trying to buy a bike... and they can't tell you when they will eventually get stock or if they can, its 6 months away, maybe (which is what I am hearing a lot from several local shops on several brands of bike) ... but another shop has the bike in stock and available so you buy it from there "online" ... not for any price / discount reason.... purely because you want to buy the bike so you can go and ride it...

Does that give your local LBS (or anyone else) the right to treat you like you've shafted them to save a few bob "online" and flaunt their consumer rights obligations regards any warranty issues ?

Does that mean you should be left out of pocket if the product fails and needs warranty work ?

Manufacturers need to step up and make sure their customers are not put in this position imo.

Well said !

 

[brizi2003]

I bought my Kenevo from a remote retailer over the phone (after seeing their add online). I saved £600 on the £4200 RRP, not a insignificant amount. My local dealers would not discount (I asked). When I had a warranty claim (actually several) I took it to my local dealers and they submitted a claim to Specialized and it was fixed for free. This is exactly what I would expect from a global brand with a global dealer network. Surely that is the whole point in buying a major brand with a dealer network? This warranty arrangement through the dealer network is one of the reasons I purchased a Specialized. When I asked Whyte about their warranty they said it had to be returned to the dealer where it was originally purchased for warranty claims but this is not the case with Specialized (in my experience). From what has been said above about EU law and being able to get warranty locally, I don't understand how Whyte can have such a policy. That said, according to consumer law, the supplying retailer is liable to rectify faults/replace etc but consumer law and the warranty are two different things. I guess the moral is - make sure you familiarise yourself with the warranty small print especially with regard to dealer to be used, postage, labour and parts covered in the event of a warranty claim. And while your on, familiarise yourself with consumer law, as this is especially favourable to the consumer within the 1st 6 months after purchase and worth knowing. Armed with this info you can then decide if it would be more beneficial to buy locally.

 

[KeithR]

EU product liability says the following. If the product was purchased in the EU, the local authorized product representative must be responsible for warranty issues. So it doesn't matter which EU country you buy from, as long as the brand is also represented in your own country.

As it applies in Spain (maybe elsewhere - the OP is from Spain) the law says this:

Commercial warranty
Who is responsible for application of the warranty?
The party offering the warranty, be it the seller, the producer or a third party guarantor. Always refer to the documentation provided.

Which puts Specialized, or the seller, in the frame - depending on the specifics of the warranty.

Guarantees, cancelling and returning your purchases - Your Europe

How to claim the 2-year guarantee for EU purchases, get a repair, replacement or refund, how to cancel orders made outside shops (online, by phone, mail order).

europa.eu

But Specialized's warranty for Spain is arguably clear enough, if you have a warranty claim, you contact "your" authorised retailer - which will mean the dealer you bought it from, regardless of geographic location.

Q: How do I submit a warranty claim to Specialized?
A: Contact your Authorized Specialized Retailer and they will help you through the process.

Global Warranty

From seasoned pros and weekend warriors to kids and commuters, if you ride, we’re here for you. We believe that bikes have the power to change lives, and this simple truth drives us to be and do better.

www.specialized.com

 

[EME]

Where does it day this, please?

It doesn’t I’m afraid. There are in fact different interpretation and laws surrounding warranty and sale-of-goods in different EU countries particularly in relation to the consumer.

 

[KeithR]

It doesn’t I’m afraid. There are in fact different interpretation and laws surrounding warranty and sale-of-goods in different EU countries particularly in relation to the consumer.

Yeah, I know - I was going to make the point that without a specific link to support it, it's not wise to take such an assurance at face value, but then I decided to be more detailed about it...

 

[EME]

Sorry @KeithR , responses must have crossed in the ether. I didn't even want to touch on the concepts of principals , agency and distributors. Too much like the day-job-juggling-act and I need to understand it for a living.

Its a minefield for anyone taking it on, however well-versed in the law you think u are, and there is no such thing as "Global Brands", let alone a definitive liability legally or morally .. in this case loose language is, unfortunately, not going to help anyone.

 

[brizi2003]

As it applies in Spain (maybe elsewhere - the OP is from Spain) the law says this:

Which puts Specialized, or the seller, in the frame - depending on the specifics of the warranty.

Guarantees, cancelling and returning your purchases - Your Europe

How to claim the 2-year guarantee for EU purchases, get a repair, replacement or refund, how to cancel orders made outside shops (online, by phone, mail order).

europa.eu

But Specialized's warranty for Spain is arguably clear enough, if you have a warranty claim, you contact "your" authorised retailer - which will mean the dealer you bought it from, regardless of geographic location.

Global Warranty

From seasoned pros and weekend warriors to kids and commuters, if you ride, we’re here for you. We believe that bikes have the power to change lives, and this simple truth drives us to be and do better.

www.specialized.com

Interesting in the UK warranty:
Q. How do I start the warranty process:
Ans: "The first step is to visit your nearest Authorized Specialized Dealer.

See - https://media.specialized.com/support/collateral/0000109731-warranty-uk-en.pdf

 

[KeithR]

Its a minefield for anyone taking it on, however well-versed in the law you think u are, and there is no such thing as "Global Brands", let alone a definitive liability legally or morally .. in this case loose language is, unfortunately, not going to help anyone.

Exactly.

I am legally qualified, but I'm not going to the legal technicalities here - like you, I just want to draw out the point that well-intended opinions are no substitute for definitive citations.

 

[Mteam]

Orbea says the same as specialized for warranty claims, ie go to your nearest orbea dealer, not necessarily the one you bought the bike from.

 

[KeithR]

Interesting in the UK warranty:
Q. How do I start the warranty process:
Ans: "The first step is to visit your nearest Authorized Specialized Dealer.

See - https://media.specialized.com/support/collateral/0000109731-warranty-uk-en.pdf

Interesting - it turns out that - despite what Specialized has to say about it in the link I posted up the page - the Spanish warranty says the same thing:

el primer paso es visitar su Distribuitador autorizado de Specialized mas cercano

translates to:

the first step is to visit your nearest Authorized Specialized Dealer

https://media.specialized.com/support/collateral/0000109733-warranty-sp_ad-sp.pdf

Moral? Check the warranty wording..!



(Mind you, I cut-and-pasted the exact wording from Specialized's own English translation of the Spanish warranty, and the word "nearest" was not in there.)

 

[TheBikePilot]

If they aren’t dealing with it they are being a bit short sighted IMHO..

Most people buy a few goodies when they are in and it’s a great chance to build a relationship.

If they aren’t willing to discount units, then it’s fair to say they aren’t shifting many.

 

[EME]

Interesting - it turns out that - despite what Specialized has to say about it in the link I posted up the page - the Spanish warranty says the same thing:

translates to:

https://media.specialized.com/support/collateral/0000109733-warranty-sp_ad-sp.pdf

Moral? Check the warranty wording..!

Our own electronics companies use similar wording, in some but not ALL countries. As a legal brain you will also know it does not mention responsibility nor liability -- just how to kick off the whole process.

 

[KeithR]

As a legal brain you will also know it does not mention responsibility nor liability -- just how to kick off the whole process.

True, but the implication is that Specialized will do the right thing; and the available evidence suggests that they're so inclined.

 

[EME]

If they aren’t dealing with it they are being a bit short sighted IMHO..

If they aren’t willing to discount units, then it’s fair to say they aren’t shifting many.

I' d love to understand why that would be true, on the day Specialized dealers, (apart from online ) have to always discount to sell they really do have a problem in both the dealer and Specialized ( as neither is adding value) -- or its a marketing / pricing strategy from the mothership.

 

[EME]

True, but the implication is that Specialized will do the right thing; and the available evidence suggests that they're so inclined.

yes ,, but such an easy term to incorporate into any dealer / distributor agreement in terms of rights and responsibilities. Seriously, I do the same but warranty liabilities and rights give us headaches as every country and every dealer / agent / distributor has to fit into a capability and commercial framework. I say that as someone who honestly believes that Customer Service is a core value and makes the difference when it comes to my own businesses. A minefield.

 

[TheBikePilot]

I' d love to understand why that would be true, on the day Specialized dealers, (apart from online ) have to always discount to sell they really do have a problem in both the dealer and Specialized ( as neither is adding value) -- or its a marketing / pricing strategy from the mothership.

They aren’t allowed to publish said deal. Now even discuss over the phone but there are dealo’s to be had, or a time least pre-covid there were..

 

[dirtmagnet]

I'm in exactly this situation.

I purchased online from Rutland and live nowhere near any Rutland shops.

My two month old Kenevo has a fault so it's gone to my local(ish) Specialized service centre.
The centre asked for proof of purchase and I think they are going to bill Specialized directly, so that will be the best outcome for me.

In any case, Rutland say (in writing) they will reimburse me if there are any labour charges that I have to pay to get the bike back.

This seems really fair and flexible.

I'm assuming everything will go well, if not I'll be back here with an update.

 

[EME]

They aren’t allowed to publish said deal. Now even discuss over the phone but there are dealo’s to be had, or a time least pre-covid there were..

Hi . Sorry, I didn't make it clear and I absolutely agree. The simple law of supply-and-demand ? . However the expectation that there is 'always' a deal that I was questioning. Specialized would be horrified to think their bikes were a price-based commodity from what Ive read. The fact that so many claim to have bought their bikes despite 'not being worth it ' (the sum of the parts ) would , prima facie, suggest that everyone that buys them thinks ( almost) the same.