Open letter to Specialized Rider Care -> We are missing your contributions!

[Maastricht]

Dear Specialized Rider Care, (@Specialized Rider Care)

First of all I would like to thank you for solving all the issues (noisy motor, foam and motor covers) which I had with my early 2019 Levo Comp.

There are many discussions on this forum where Specialized riders have to defend themselves against other bike brand owners why they are willing to pay a premium price. I also realized I would pay a premium price when ordering the new Levo but for me that was justified by an excellent LBS, quiet motor design and your open source bluetooth connection system which offers me a much more naturally Smart Support based on heart rate and legpower via the 3rd party app BLEvo. As I mentioned already a couple times before on this forum. The combination of the excellent handling and quality level, quiet motor, natural support via BLEvo, LBS and the Specialized brand image brought me to buy this bike.

When I received it, I must admit, I was disappointed at first as the motor was initially louder than the 2018 Levo I test ride and later all the issues regarding the motor cover and the foam came up on this forum. To be honest I started to doubt if I made the right choice.

However @Specialized Rider Care didn't leave me down. You contacted me via PM, contacted my LBS for me and arranged everything under warranty. After the service has been carried out I trusted the bike again and it performs outstanding. At that time I also realized that paying a premium compared to others is one thing but the after sales service I received by direct and open discussions via this forum really contributed to an excellent customer experience. As your competitors don't seem to do this also other brand owners were surprised that Specialized was having direct discussions with riders on open forums like this one. This direct approach gave me the feeling Specialized would not let me down and for me that was a really important feeling.

Although I also understand you could place yourself in a vulnerable position, I think we all respected your position. Sometimes people and companies make mistakes. If we could all make our decisions twice then the world would most like look differently. Making unintended mistakes is not a bad thing. The question is how you deal with them. I would like to point out once again that I was happy with your approach. What I only don't understand is why you posted your last post November 20th.

Since November 20th you seem to have vanished from this forum. May I ask you why? Maybe someone is able to start a poll (I don't know how I should start a poll) where we try to find out if other riders are missing your feedback and contributions as well? I am happy to pay a premium (also when buying another Specialized bike in future time) when I know in the back of my mind that if I would have issues or need advice I can directly reach out to you.

 

[Stumpy]

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[Maastricht]

Can maybe other forum members confirm if they have been contacted via PM (private messages) by @Specialized Rider Care after November 20th 2018? I still keep finding it really strange that they suddenly seem to have vanished from this forum. They were asking me via PM about the results of the motor exchange. First I had to disappoint them that my LBS was still waiting for the parts of their service department. I promissed to keep them updated after the exchange would have taken place. When everything was exchanged by my LBS and I tried the bike and after a long ride I replied via PM with the results. However from that moment on I never received any reply anymore which I find strange.

@Rob Hancill, do you maybe know why they are suddenly not posting on the forum anymore Haven't we been polite and kind enough? I can imagine that they have not been happy with our complaints which were related to the early 2019 models. However we haven't caused these issues.

If you maybe speak to Specialized again (as I think you are more close to the fire then we are) please make them aware that they could make the difference compared to other brands by offering premium service and spreading knowledge via this forum. Today I see many discussions ending up into assumptions and from my perspective that's a bad thing as Specialized could easily reply with "facts and figures".

I think this is the kind of feedback riders today expect via social media and certainly when they are paying a premium compared to other brands. However I am convinced that Specialized is still reading all these messages in "stealth mode”.

 

[Rob Rides EMTB]

Can maybe other forum members confirm if they have been contacted via PM (private messages) by @Specialized Rider Care after November 20th 2018? I still keep finding it really strange that they suddenly seem to have vanished from this forum. They were asking me via PM about the results of the motor exchange. First I had to disappoint them that my LBS was still waiting for the parts of their service department. I promissed to keep them updated after the exchange would have taken place. When everything was exchanged by my LBS and I tried the bike and after a long ride I replied via PM with the results. However from that moment on I never received any reply anymore which I find strange.

@Rob Hancill, do you maybe know why they are suddenly not posting on the forum anymore Haven't we been polite and kind enough? I can imagine that they have not been happy with our complaints which were related to the early 2019 models. However we haven't caused these issues.

If you maybe speak to Specialized again (as I think you are more close to the fire then we are) please make them aware that they could make the difference compared to other brands by offering premium service and spreading knowledge via this forum. Today I see many discussions ending up into assumptions and from my perspective that's a bad thing as Specialized could easily reply with "facts and figures".

I think this is the kind of feedback riders today expect via social media and certainly when they are paying a premium compared to other brands. However I am convinced that Specialized is still reading all these messages in "stealth mode”.

Hey Maastrict, I'll ping them an email. They did get a bit of a kicking from a few folks regarding some things though on here (nothing personal just a bit of tough feedback). Maybe they didn't have the bandwidth to keep up with the tagging.

I do agree though its forward thinking for an ebike brand to be represented here, so I think that it's definitely in their interest to be here too ??

 

[Simon_t]

I suspect that Specialized Rider Care was just a UK employee (now ex-employee?? ) who took it on himself to provide helpful answers. It may well be that as these issues escalated, the Mother Ship (Corporate Spesh) got wind and closed it down. Not unusual for big companies to squash enterprising & innovative employees in a bid to carefully control company communications.

Simon

 

[MattyB]

Agreed - that or they just decided the early issues with noisy motors, crud collecting casings and failing power cables were “solved” to a level that they were satisfied they could disengage. Some of their dealers seem pretty great, but Specialized’s overall response to these issues does seem to have been variable at best depending on geography - I certainly don’t have sufficient confidence in them (or my local dealer) to consider them as an option.

 

[Maastricht]

Hey Maastrict, I'll ping them an email. They did get a bit of a kicking from a few folks regarding some things though on here (nothing personal just a bit of tough feedback). Maybe they didn't have the bandwidth to keep up with the tagging.

I do agree though its forward thinking for an ebike brand to be represented here, so I think that it's definitely in their interest to be here too ??

Hi Rob, thanks and highly appreciated! However I think it's not the bandwidth as they haven't posted any post since November 20th 2018.

I want to tell you too that you are running a great forum and I think every respectable bike brand should support nowadays social media and platforms like emtbforums.com. And yes, sometimes it will not be easy especially not when you seem to have released your new pride too early and your customers discover the shortcomes. Especially when you expect your customers to pay a premium, I think it's no surprise this will be used against you when the product itself isn't that premium as you promissed. I just think there is misallignment between the original set expectations and promises and the physical product.

However I want to emphasize again that with the modifications done (foam, motor cover and replaced motor) all my early 2019 Levo issues have been solved according to full satisfaction and I really enjoy the bike! I even would buy it again.

What I only regret is the fact that I have the feeling that @Specialized Rider Care is now letting other riders down as they seem to have changed their social media approach. I still think by talking to each other via these kind of platforms both parties (Specialized and it's customers) will learn from each other by exchanging ideas. They now seem to close that dialogue and just close the door without any explanation. I find that really strange.

From my perspective there will not be a single brand without any problem so taking that in mind, I guess nobody needs to feel a shame and it just comes down how you deal with your problems.

I am curious for the outcome on your mail to them. In any case, thanks a lot!

 

[MattyB]

...What I only regret is the fact that I have the feeling that @Specialized Rider Care is now letting other riders down as they seem to have changed their social media approach. I still think by talking to each other via these kind of platforms both parties (Specialized and it's customers) will learn from each other by exchanging ideas. They now seem to close that dialogue and just close the door without any explanation. I find that really strange.

I sort of agree, but if they were really going to do this comprehensively just think how many platforms they’d need to cover - Facebook, Twitter, Instagram, YouTube, this and countless other forums, the comment sections on the likes of Pinkbike and Bikeradar... where would they draw the line? It’s far from easy, and whatever they chose they’d be criticised. I suspect they have decided that the bleeding has more or less stopped so they no longer need to manage the noise via this forum.

 

[Maastricht]

I sort of agree, but if they were really going to do this comprehensively just think how many platforms they’d need to cover - Facebook, Twitter, Instagram, YouTube, this and countless other forums, the comment sections on the likes of Pinkbike and Bikeradar... where would they draw the line? It’s far from easy, and whatever they chose they’d be criticised. I suspect they have decided that the bleeding has more or less stopped so they no longer need to manage the noise via this forum.

You have a good point too but wouldn't it have been smart to at least inform the riders on this forum that they plan to stop their support here and in case of any future issues they can contact them for support via another official Specialized supported social media channel?

They asked me via PM to provide them with my feedback after my LBS mounted all the new parts. I send them a message but never received any reply. That's what I find really strange.

 

[Specialized Rider Care]

Thanks for the kind words all, nice to be missed. Sorry that we don't see or respond to every question - bandwidth has indeed meant that we can't follow everything. We've PM'd a few of you in the last 6 weeks but it has been limited to the those cases that we saw and felt we could help directly. It remains our intention to invest time/support more heavily following any product launch - as a few above have commented there are many global forums and it does require significant resource to stay plugged in at an effective level, sometimes that's just not possible.

However, if our riders feel there's value in us being here more regularly then we'll work harder to do that. The strength of any forum is in the natural community of enthusiasts hence we'll do our best to contribute openly where we feel we can bring transparency, support & education.

 

[Specialized Rider Care]

They asked me via PM to provide them with my feedback after my LBS mounted all the new parts. I send them a message but never received any reply. That's what I find really strange.

Apologies! Didn't see a reply from you but was glad to hear that all is now resolved - can you resend anything that you wanted a personal reply to?

 

[Maastricht]

Thanks for the kind words all, nice to be missed. Sorry that we don't see or respond to every question - bandwidth has indeed meant that we can't follow everything. We've PM'd a few of you in the last 6 weeks but it has been limited to the those cases that we saw and felt we could help directly. It remains our intention to invest time/support more heavily following any product launch - as a few above have commented there are many global forums and it does require significant resource to stay plugged in at an effective level, sometimes that's just not possible.

However, if our riders feel there's value in us being here more regularly then we'll work harder to do that. The strength of any forum is in the natural community of enthusiasts hence we'll do our best to contribute openly where we feel we can bring transparency, support & education.

Thanks for the clarification @Specialized Rider Care which is highly appreciated!

I was already a little afraid that we scared you with some of our initial responses. I, and I guess I am speaking on behalf of more forum members, understand of course that there are many global forums but I also have the feeling that emtbforums.com is one of the leading forums out there. There are many Specialized Riders / ambassadors active on this platform (myself included) and I really think sometimes checking some discussion threads and adding ideas by @Specialized Rider Care can add interesting dynamics to discussions as to exactly understand how Specialized intended their designs and which added values they offer.

With both parties learning from each other there will be a mutual win for everyone.

 

[Maastricht]

Apologies! Didn't see a reply from you but was glad to hear that all is now resolved - can you resend anything that you wanted a personal reply to?

I will resend my last PM.

 

[MattyB]

...There are many active Specialized Riders / ambassadors active on this platform (myself included)...

Somewhere deep in the bowels of Specialized there is a marketeer glowing with the fact you just referred to yourself as an "Ambassador" not a customer - his job is done...

PS - Do you have a tattoo and/or secret handshake?

 

[Maastricht]

Somewhere deep in the bowels of Specialized there is a marketeer glowing with the fact you just referred to yourself as an "Ambassador" not a customer - his job is done...

PS - Do you have a tattoo and/or secret handshake?

Sorry MattyB, I have to disappoint you no tattoos, secret handshakes and no Specialized shares (yet) for me.

But I guess my goal has been achieved I think they now realize that it's important to keep also contributing to emtbforums.com (and no shares in emtbforums either) as in the end the active posting riders here on this forum, believe it or not, will act as their ambassadors. First hits when you start googling around on emtb's will be these kind of forums where others will read comments and good and/or bad experiences of other owners. Where I want to make clear that ambassadors do not have to be always happy they can be very critical or negative too. At first I haven't been happy either. But I really trust if Spesh treats us well, I believe we treat them well too.

I guess we all understand they can put themselves in a vulnarable position here too. For example I just received a PM regarding the motor cable. I think they will post a message in the motor cable thread soon.

But I think we should not only limit ourselves to talk about problems and issues with them. Maybe we can also share new ideas, bike mods, suspension settings, tire pressures, etc. this can add new dynamics to discussions here on this forum too. I really hope so.

However I don't think they will contribute in the LSS and BLEvo topic.

 

[Stumpy]

Excellent post @Maastricht ???? and thank you for responding @Specialized Rider Care