Levo Gen 2 LBS’s too busy to service bike under warranty. Anyone else?

[Explosivebolts]

Probably discussed already, but I’m totally exasperated by the COVID-fueled overrunning of LBS service departments. My ‘19 Levo‘s motor blew out two weeks ago, and every Specialized dealer in a 100 mile radius of DC is saying that it’ll be “3 - 4 weeks until they can even look at the bike”. The motor on my wife’s bike has some surging issues which might be addressable with a firmware update, but she’d rather live with it than give up her bike for month during prime riding season. The motor on a friend’s ‘19 Expert gave out last week and he’s getting the same story — we probably won’t be back in the saddle until late September at the earliest. This the situation for others when it comes to their LBS still being totally underwater with service work?

 

[raine]

Bring your bike to the LBS, then see if they tell you "it'll be 3-4 weeks before we can even look at the bike" in person.

 

[Explosivebolts]

Bring your bike to the LBS, then see if they tell you "it'll be 3-4 weeks before we can even look at the bike" in person.

Yep — I did bring it in immediately after first checking around. Two weeks and counting, with no status update in sight.

 

[muzzman1]

Get a hold of you local Specialized rep. Go to the shop where you bought the bike, ask for his email, let them know you want to ride. The rep will next day a motor for you, and the lbs should get it taken care of for you within a couple days tops.

 

[OldGoatMTB]

Probably discussed already, but I’m totally exasperated by the COVID-fueled overrunning of LBS service departments. My ‘19 Levo‘s motor blew out two weeks ago, and every Specialized dealer in a 100 mile radius of DC is saying that it’ll be “3 - 4 weeks until they can even look at the bike”. The motor on my wife’s bike has some surging issues which might be addressable with a firmware update, but she’d rather live with it than give up her bike for month during prime riding season. The motor on a friend’s ‘19 Expert gave out last week and he’s getting the same story — we probably won’t be back in the saddle until late September at the earliest. This the situation for others when it comes to their LBS still being totally underwater with service work?

Why does it have to sit at the bike shop for 3-4 weeks unti they can get to it. Can't you get it on the books and bring it in the day before they're ready to work on it?

 

[Al Boneta]

I can empathize, truly I can. Most shops are doing the best they can with the limited resources available right now.
It’s a tough situation to be in, I run a service department and I am at the shop from 8am to 6pm, six days a week. We even took the drastic measure of closing on Mondays and Tuesdays to catch up since once we are open during business hours we can’t get any repairs done due to walk in flats and 600% increase in bike sales.
There was even a point where the entire service department had COVID-19 and were quarantined for two weeks and one of my top guys was in the hospital for three weeks.
The stress level is off the charts right now because basic repair parts are becoming increasingly difficult to stock in the shop. The customers are starting to act like whinny entitled spoiled brats. Like we are taking longer just to spite them.
We try to take care of the customers who bought bikes from us in that last couple of years first without making the others feel like second class citizens.
we are now caught up to just under a week turnaround but the week leading up to Labor Day weekend will be an asskicker.
These are first world problems at best and don’t mean shit compared to the misery many people in this country are facing daily.
I am feeling very fortunate these days that I am able to keep food on the table and a roof over my family’s heads right now.
I haven’t been able to get to my dentist for 4 months and now a simple filling is now going to require root canal. Try dealing with pissed off customers that want their bike done before someone else who got there first with a goddamn tooth ache.

 

[Al Boneta]

Get a hold of you local Specialized rep. Go to the shop where you bought the bike, ask for his email, let them know you want to ride. The rep will next day a motor for you, and the lbs should get it taken care of for you within a couple days tops.

That’s not the reps call. It’s the customer care specialist’s call. Be that as it may, if the shop started a warranty action, it wouldn’t take more than 3 business days for the motor to arrive and one day of service time to install.

 

[lumpy]

My LBS has had my 2019 Levo for almost a week. It'll be getting a new motor. I know they're slammed and I'm happy for them that they're so busy. I have other bikes to ride, I don't love them like i do my Levo, but it's ok. I know my shop will take care of me as soon as they can

 

[Al Boneta]

My LBS has had my 2019 Levo for almost a week. It'll be getting a new motor. I know they're slammed and I'm happy for them that they're so busy. I have other bikes to ride, I don't love them like i do my Levo, but it's ok. I know my shop will take care of me as soon as they can

It’s the customers that make our jobs possible, we don’t take it for granted.

 

[lumpy]

It’s the customers that make our jobs possible, we don’t take it for granted.

Yep, and my Levo and my LBS make my riding days awesome! FWIW, I would have loved dealing with you and your shop Al, but I'm in NorCal and you're just too far away for me!

 

[Al Boneta]

Yep, and my Levo and my LBS make my riding days awesome! FWIW, I would have loved dealing with you and your shop Al, but I'm in NorCal and you're just too far away for me!

I appreciate you saying so

 

[Explosivebolts]

I did get a call back from the shop — they said Specialized was sending a motor and they should have it installed sometime next week so, all things considered, blown motor to back in the saddle in about 20 days isn’t as bad as I was expecting. @Al Boneta I appreciate your words of perspective...when talking with shop, I can totally hear the red zone stress level. Hang in there — the community needs you!

 

[DetailsMonster]

Hope you have better luck than me. My bike has been in the shop for 10 weeks waiting for a "new" motor (2nd one). Looks like Specialized can't keep up with the demand. I suspect then put a hold on all motor replacements until they can send out the "updated" versions. FYI I am in Canada.

 

[RodC]

Hope you have better luck than me. My bike has been in the shop for 10 weeks waiting for a "new" motor (2nd one). Looks like Specialized can't keep up with the demand. I suspect then put a hold on all motor replacements until they can send out the "updated" versions. FYI I am in Canada.

that’s crazy! They should at least give you a temporary replacement bike. 10 weeks????

plus there are countries or cities where you can only ride certain time of the year. some are luckier and can ride all year round.