Specialized Warranty Problems

[AndyActual]

Hi guys wanted to highlight a few problems I am having with my 2018 Turbo Levo Comp purchased from Evans Cycles and see if anyone else has had similar experiences and hopefully get a response from @Specialized Rider Care

1. Sram Guide RE Brake Pistons. I’ve already had to replace the front brake leaver internals (3 months ago direct through Sram) due to the piston sticking, and I have been told now that both brake leaver internals need replacing again due to the same issue. Burning through 3 brake leavers in approx 9 months of ownership is not what I would expect, but do I expect Sram will send out some new internals.

2. Snapped Rear Axle. Taking off the rear wheel a week or so ago much to my surprise the cassette fell off the rear hub. On closer inspection I found the rear axle had snapped clean in two and a number of the freehub pawls were snapped as well. I would expect the rear hub to be made of stronger stuff given the weight and power going through it. The rear wheel is currently back at the shop and I am awaiting a response from Specialized. I ended up purchasing some 2019 Levo 29er wheels to keep riding while I wait, hopefully these are not made of jelly as well.

3. Motor Housing Bolt Snapped. The lower drive side motor housing bolt has snapped off in the frame causing the motor housing to rub against the chainring. This has likely been caused by a trail strike in the ‘bottom bracket’ area during a ride which I would not consider an unusual occurrence for trails bike? Apparently Specialized don’t agree, will not treat it as warranty issue and have advised that I take the bike to a ‘specialist engineering shop’ to get the bolt drilled as the local Evans shop are not equipped to drill bolts, nor would I expect them to be.

So not overly impressed at the moment with the mechanical reliability of some key components or Specialized’s interpretation of a warranty.

 

[R120]

As an FYI I heard that Specilized and Evans are a bit at loggerheads at the moment since their takeover. My local Evans which is the main Gatwick warehouse got another local bike shop to do the warranty work on a Levo bought from them, as they said specialized where refusing to deal with them. One of the guys who worked their was friendly with a guy in the local shop, who are also a Spesh dealer, and called them up to say could they send the customer down to them, and they handle it.

 

[Stumpy]

Sounds like an issue with the LBS relationship to me too.... I’ve used two different LBS, one which has swapped my motor twice (first replacement after original failed was, well.. shit) and the other which has changed my SRAM RSC’s out once already and now replaced with XT 8020’s, given me a new battery and only this week swapped my command post which has been rebuilt once already out for a crank bros highline - all under warranty and on both occasions they ‘get on well with their Spesh rep’.

I’ve heard of poor customer service with Evans before.... suggest you try another LBS and good luck!

 

[MattyB]

Evans is now owned by Mr Ashley of Sports Direct and Newcastle Utd “fame”, so I have definitely shopped there for the last time!

 

[R120]

I was talking to one of their managers the other day, and apparently they where all called to head office to meet with the sports direct people, and they had bought a load of the Muddy Fox stuff they sell in Sports Direct with them to see what the Evans guys thought of it - apparently they where told by the staff to Thok off in no uncertain terms if they had thoughts about trying to make them sell it in Evans

 

[WheelsandBoards]

Wow, that bike's been through the wars !!!!

 

[nicklej]

Funnily enough, the Levo I bought second hand was given to the ex-owner for free because he had endless problems with the aluminium they supplied! He got cash in his pocket from me and I got a wicked bike for a steal of a price!

 

[AndyActual]

My faith in Specialized has been some what restored. As an update, Evans Gatwick have now told me that Specialized will sort out the axle/freehub and motor housing issues out under warranty, it’s booked to go in this Friday. Originally I had approached Evans Milton Keynes about the motor housing issue and got the response detailed above. Just shows the difference in response you can get between two stores from the same chain and the importance of asking for a second opinion.

Hopefully the brake issue will also be resolved by SRAM, the Evans Milton Keynes branch told me this can happen when the SRAM Guide brakes overheat, this excuse may be believable if I was some sort of World Cup downhill racer, but surely not for a casual weekend rider.