Specialized Warranty Experiences.

[RobbieJay]

Hello EMTB!

I was Just wondering if anyone has had any direct experience with specialized and their warranty service etc.

I have owned my bike for around 3 weeks and have had a fantastic experience with my bike shop and the bike (with the exception of a few bike issues).

I'm very likely going to have to go through the warranty process due to a few issues that have now collectively damaged the rear triangle.

The main issues experienced are:

Chain keeps slipping off and chewing/damaging the rear triangle.
Motor housing is loose (screws dont all tighten)
Dropper post has began having lateral movement.
Motor feels very stiff when pedalling without battery power.

My bike shop have been fantastically supportive and are taking the bike in this weekend for a service, and have advised that they will look into the issue and hopefully resolve / replace the parts damaged by the issues mentioned above.

I am also aware that these bikes are incredibly difficult to source, so I am wondering if anyone knows how a rear triangle replacement/repair works?

If the bike is no longer manufactured and there is no stock of the bike, how does Specialized approach repairing or replacing such a part?

Of course I am open to all methods of resolution such as repair/replace/exchange/upgrade/side grade etc (with any appropriate costs included) however, I'm just wondering if anyone has any idea what the actual process may be for such a scenario?
I have done around 100km overall on my bike (as it was taken to a dealer to fix the chain issue on day 2) and I have thoroughly enjoyed it so far, however the issue was not actually resolved and the chain continues to fall off randomly which has now began destroying the rear triangle.

I've not yet taken the bike on a full trail (due to these issues) but overall my experience has been very very positive wth the bike and I'm looking forward to finally getting it up and out on the trials soon.

 

[Theolegit]

Going through the process at the moment, don’t know the conclusion yet, the concept store have sent a very noisey motor off to specialised and also my forks off to Rock Shox so I’m waiting on the results of this, 2 weeks so far! Bike is just 10 weeks old and only been ride. On quite flat local trails ( in in Essex after all) so not at all taxing on the bike.

 

[RobbieJay]

2 weeks, I was hoping it would be resolved in a few hours

If it is going to be a few weeks, I may ask the bike shop if they would consider returning the bike and allowing me to upgrade to the next model and they can warranty the bike with specialized as a return.

That way I can leave with a replacement the same day (as I really don't want to be without it, as I've hardly used it in the first place)

They bike shop are a cool bunch of guys I'm sure they will come up with a plan

I'm just itching to actually get out on the bike as what I have ridden on it, has been amazing.

Good to know they are looking at resolving your issues, i was just curious about time scales etc as I was hoping it would resolved fast so I could enjoy the bike in the nice weather due next week as I'm off work.

 

[Shane’s1000rr]

2 weeks, I was hoping it would be resolved in a few hours

If it is going to be a few weeks, I may ask the bike shop if they would consider returning the bike and allowing me to upgrade to the next model and they can warranty the bike with specialized as a return.

That way I can leave with a replacement the same day (as I really don't want to be without it, as I've hardly used it in the first place)

They bike shop are a cool bunch of guys I'm sure they will come up with a plan

I'm just itching to actually get out on the bike as what I have ridden on it, has been amazing.

Good to know they are looking at resolving your issues, i was just curious about time scales etc as I was hoping it would resolved fast so I could enjoy the bike in the nice weather due next week as I'm off work.

Mines been in a week still no bike got it back tonight had it fifteen mins and problems reoccurring gutted bikes about five weeks old

 

[RobbieJay]

Weirdly you two (and myself) have very recent bikes (a few weeks old) I wonder if there is a QC issue with a particular batch/shipment?

Mine is still under 30 days old so I could (technically) return it (which I categorically do not want to do) as I love the bike. But I also don't want a faulty bike that's actually damaging its self when I use it (as this affects the aesthetics and my resale value etc).

Hopefully they will replace the part (and give me a loaner in the mean time) or return the bike / exchange the bike or upgrade the bike at a small cost as it actually costs me £100 every time I visit the store and 5.5 hours drive (11hr round trip)

I read your thread (dead Levo) and while my motor seems to function well (albeit noisy) my mount came loose, fell off and now doesn't tighten correctly? It mustn't have been tightened from the factory. I have huge gear issues too, grinding, not changing, chain slipping off and shredding the back triangle, getting stuck between gears. This is all on tarmac roads (lots of hills/cobbles) but no trails.

I have absolute faith in the dealers, they are a real decent bunch (I wouldn't drive 5.5 hours at 4am to get there if they weren't) but I just hope specialised are able to turn it around quickly as it'll cost me a further £100 and 5.5 hours drive (each way) to get there and back to pick it up again, which is why Im thinking an exchange is the most sensible option all round.

 

[Rob Rides EMTB]

HI Robbie, so sorry to hear about your issue that you're having. I'd be devastated if a brand new bike had an issue that meant I couldn't get out. After all, we spend a lot on these and look forward to getting out onto the trails with them.

If I was in your position I'd want a new bike. Sure you can get it repaired, but you've listed 4 issues, the biggest I can see is Motor housing is loose (screws dont all tighten). I'd be looking for a refund and repurchase. Even if that means waiting for the 2019 models.

 

[Shane’s1000rr]

Weirdly you two (and myself) have very recent bikes (a few weeks old) I wonder if there is a QC issue with a particular batch/shipment?

Mine is still under 30 days old so I could (technically) return it (which I categorically do not want to do) as I love the bike. But I also don't want a faulty bike that's actually damaging its self when I use it (as this affects the aesthetics and my resale value etc).

Hopefully they will replace the part (and give me a loaner in the mean time) or return the bike / exchange the bike or upgrade the bike at a small cost as it actually costs me £100 every time I visit the store and 5.5 hours drive (11hr round trip)

I read your thread (dead Levo) and while my motor seems to function well (albeit noisy) my mount came loose, fell off and now doesn't tighten correctly? It mustn't have been tightened from the factory. I have huge gear issues too, grinding, not changing, chain slipping off and shredding the back triangle, getting stuck between gears. This is all on tarmac roads (lots of hills/cobbles) but no trails.

I have absolute faith in the dealers, they are a real decent bunch (I wouldn't drive 5.5 hours at 4am to get there if they weren't) but I just hope specialised are able to turn it around quickly as it'll cost me a further £100 and 5.5 hours drive (each way) to get there and back to pick it up again, which is why Im thinking an exchange is the most sensible option all round.

Yeah thinking the same hopefully get an exchange lucky for me my bike shop is six miles away but one a bikes been tinkered with I tend to lose faith in them and as we travel to remote places to enjoy these bike it becomes a nightmare when they start going wrong love my bike when it’s working by the way fingers crossed I get a solution soon had to cancel my plans for a weekend trip ?

 

[RobbieJay]

It's late!
I've been up for over 20 hours!
I've been driving since 4am!
I've just stepped back in the door!

And...

I couldn't be happier!
The bike shop team blew me away today with, top notch, stress free, high class service and support.

They took the bike in, resolved the gear slip issues, replaced the motor housing (and crank it damaged when it came off).
Flashed a new firmware (I wasn't aware there was a new one as mine is only 3 weeks old) AND they have ordered a new rear triangle, will be shipping it to me (so I can get it fitted here locally) they will cover the cost and I'll return the other one.

Now... I'm Not sure if I'm allowed to name check the store but anyone looking for top notch, stress free service and support from a great bunch of guys, I sincerely recommend them.

They may be far away, but all my family's future bike / accessories and purchases will be vi this store so ensure that service like that is recognised.

Now I'm going to sleep for 2 days and ride for the next 7 as I'm off work this week

 

[Shane’s1000rr]

Good to hear

 

[Rob Rides EMTB]

Nice one @RobbieJay glad you’re sorted. Which store was it? Sounds like they deserve some recognition ?

 

[RobbieJay]

Morning,

It's Chester Specialized Store / The Bike Factory.
A great bunch of genuine guys who are clearly working there for the right reasons.

 

[Dax]

Really good to hear you’ve had such a positive experience. Do you have any photos of the damage to your rear triangle?

 

[ccrdave]

Chain doing damage like that sounds like badlybset up gears thats the responsibility of the bike shop all bikes coming into bike shops need setting up.
As for specialized my experience of their after sales has been very good they gave my wife a full refund on her bike after one year of ownership

 

[outerlimits]

I experienced chain suck on a muddy ride and the power just slammed the chain into the stay and gouged it. Had to turn off bike to free chain ( recommended anyway, don’t want to loose a finger if power goes on)

Broke a seat rail today, and hopefully it’s a warranty job.

 

[Doomanic]

Broke a seat rail today

That could have ended badly...

 

[outerlimits]

That could have ended badly...

It did... on an very off camber trail and it unbalanced me and spat me to the ground. Just some grazes and a sore shoulder.

 

[Doomanic]

Is the bike OK? And you, of course...

 

[outerlimits]

Is the bike OK? And you, of course...

No.. the seat rail broke... you not read right ?
I’m fine, just a little sore.... and walking funny ?

 

[Doomanic]

No.. the seat rail broke... you not read right

You MISSED OUT the random capitalisation.