SBRA

Date: Friday, April 4, 2014 Subject: RE: Re: To: Sean Newcombe <Sean.Newcombe@specialized.com> Hi Sean Just thought you should see the last mail I received from Adrian ...firstly stating that a warrantee is only given to the original owner and secondly that a warrantee is only given on products not older than two years... In the case of the Mtb shoes, Adrian states that the shoes were discontinued in 2010...which is correct! Yet u warranted these shoes that were 4 years old with no proof of purchase and not to the original owner ...odd don't u think?? Yet I bring in 2 products which were newer models and purchased within the last 2 years and strangely nothing can be done...unless I find a proof of purchase!

Hi Yael… First of all our warranty policy only covers the first owner of the product, so your sister was in fact not entitled to claim warranty to begin with, your sister also stated to Rupert that She was the original owner of the product. We made an exception in her case as I was under the impression that She was the original owner and that a proof of purchase could not be pulled from the stores system or presented by the owner. In addition we received an official letter head from Concept Cyclery stating that the shoes were purchased in store around July/ August 2013. These MTB shoes were also relatively new in terms of the overall look and condition, these shoes were in fact technically speaking 2008-2010 model MTB shoes as they were replaced by a newer version during 2011. Kind Regards, Adrian Maaske Warranty Manager Specialized Bicycles Africa www.specialized.com Fax: 0862365642 Office: +27 21 808 7333 Direct line: +27 21 808 7323

Sent: 27 March 2014 09:20 AM To: Adrian Maaske Subject: Re: Re: Hi Adrian I explained the story to Rupert... Last year I went to buy 2 pairs of specialized s work Mtb shoes as I was having issues with mine...Ricki said that the issue I had was not right and said he would send my shoes in....I gave them to him and still bought the 2 new pairs... After about 2 months I went back to the store to buy a new prevail helmet and asked about the shoes...Ricki told me u guys wouldn't do anything and gave them back to me.... Because I was unable to wear the shoes as there was a piece sticking into my toe I gave them to my sister who is a size smaller than me...and the fault wouldn't cause her any pain... She then took the shoes and sent them to you guys....next thing she gets a call that the shoes have been replaced and she can go collect a new pair!(obviously with no proof of purchase, as I purchased them ...and they were an older model than my road shoes) I'm not sure if it's a case of who u know... Maybe now u are starting to understand where my frustration is coming from. I have spent a fortune in your store and replace things constantly! After this incident I could not believe what had happened...I asked Ricki if they ever even sent me shoes in...?? Who knows... What I do know is that I have been a loyal customer for the last 8 years not just accessory wise, but bikes, saddles everything! Clearly your accessories are not the same standard as your bikes...yet they are not cheap! Really , really disappointed ... Regards

100%, i too never keep till slips however in this case cash was used and not a cc, however the shop manager Ricky actually remembers the purchase. Ricky has been very helpful, however I believe his hands are tied.

where did i mention summit cycles????

To be honest, I actually did have a good relationship with melrose store, however due to this incident my opinion has changed. I suppose you are right and I should have more details on my profile however as you correctly stated i am pretty new to this. I may be right or i may be wrong, this is simply letting others know about my experience. I am luck enough to be able to have afforded many specialised products however I don't think that should be held against me.

so let me respond, I fail to understand what spelling has to do with the truth of my story, the reason i gave the shoes to my sister is because she is a size smaller than me so the ridge wouldn't hurt her, the shoes were warrantied by complete cyclist so this is not a story with holes in it. I am glad that you have had great experience with specialized however I have not, I will be getting the helmet and shoes back and will place the pictures on this forum and let the public decide. perhaps you are correct and a lot of disgruntled people put unfair posts on this forum, however, i have all the email correspondence where they reply that if I had a till slip they would actually warranty the goods I agree that specialized does portray this amazing brand which is why i used to be a specialised fan however, in my case alone this is not the case.

My experience, Being a specialised fan for a number of years with an S works road bike, numerous MTB and road shoes, S works helmut etc, here is my experience. After washing my MTB shoes they developed a ridge in the front, no matter how hard i tried, the ridge wouldn't go away, This made them impossible to wear. I took them into Melrose concept store to see what they would be able to do, after not hearing back from them for about 2 months, I called for feedback, and their response was, sorry, head office would not warranty them, however, if we went into the store we would get a discount on another pair. We did so and purchased another 2 pairs of S works mtb shoes. As i could no longer wear the damaged shoes, I gave them to my sister. Un be-known to me, she then sent them in as a warranty claim and within a short period of time, she received a brand new pair as a warranty replacement. I was shocked as this seemed like either double standards or the Melrose store simply did not send them in. During this time another pair of carbon road shoes had failed as well as delaminating of the plastic of my S works helmut, I took these items into melrose store and explained the whole story regarding the shoes my sister had replaced and asked that this time the items would actually be sent in. As Specialized require the items to be sent in, I had to borrow another helmut and sent the items in. A week later i received a call saying that the items would not be warrantied as the faults were due to wear and tear, however if i could find a proof of purchase, something could be done. How can this be ? either they are under warranty or it is wear and tear, and as i did not have a proof of purchase i then asked for the items to be sent back and to call me when i could collect. No call was received and after 2 weeks I had to send a mail asking when the items could be collected. i also explained that this was double standards as the mtb shoes my sister had swapped had no proof of purchase. and were older than the shoes i had just sent in needless to say after numerous emails back and fourth between head office and myself, Specialized has declined my warranty. I think the asking of proof of purchase is just a way of being able to repudiate claims as they please. Lets see what Specialized USA has to say. Who am I, just an ex Specialized fan.