This is a long read, so grab some popcorn and a coke. I write in order to document my experiences with Specialized Concept Cyclery Waterfall since November 2013 to date. It took a while for me to post this, but after mentioning my story to my cycling friend they suggested I put it up here for people to see, and hopefully avoid the issues I have had. In November 2013 I took my Giant Talon, and my girlfriends Schwinn Mesa, in for servicing at Concept Cyclery, Waterfall. The Schwinn was serviced, although the service still required that I adjust the front derailleur myself. While servicing the Giant is was discovered that the Hayes brakes were not serviceable (corrosion etc), and needed to be replaced. Over this same period I was looking for a new bicycle. I went to all the cycle shops in and around Durban looking for something to suit my needs. The Specialized Camber was forerunner, and I decided to purchase this bicycle from Specialized Concept Cyclery, Waterfall. At the same time I purchased a bike rack and load bars from Concept Cyclery in order to transport the Camber. I was offered a free tubeless conversion and told it was better all around, no cons. I had previously only had tubes, but thought yeah, why not. Conversion done. Having spent this money (a considerable amount for a student) at Concept Cyclery I did not have cash available to purchase new brakes for the Giant. It was discussed that I could leave the Giant at Concept Cyclery until such time that I could afford to purchase brakes for it. No problem, I left with a smile and a new bike. I was back in the following day with flat tyres as they had not sealed (first con). I was told this was normal, so over the next couple of days I repeatedly pumped up the tyres (with a pump I bought from Concept Cyclery), which seemed to leak from all over, including around the valve. I was away in January and February so I couldn't ride the bike. In March I was back and went riding. Within two months I had four spoke nipples snap which meant three trips back to Concept Cyclery to have this sorted out. As well as constant pumping of tyres to make them “seal”. When I asked why the nipples were breaking I was told it was quite normal, and that the sealant (which wasn't doing a great job of sealing) corroded them (con two). The breaking of nipples meant that both wheels now had slight buckles in them which were apparently beyond the skill level of the bike mechanic to straighten (con three). In about April (I think) I went into Concept Cyclery to order new brakes for the Giant. I also bought a new Specialized helmet. Having heard nothing about the brakes I ordered I went back after a couple of weeks to follow up. I was told that the shop was providing some sort of support to the Sani to Sea, and that because of the associated chaos the brakes had not been ordered, despite me asking for them two weeks prior to the Sani. Two weeks after the Sani to Sea I returned to find the brakes had still not been ordered. A week later I went in to find the brakes still not ordered, and that only at the end of June would I have any hope of actually getting brakes for the Giant. The delay in brake ordering seemed rather inefficient service, so I asked for my Giant to be returned to me so that I could swap some old cable brakes from an old bicycle on to the Giant myself (I then found a second hand pair on the Hub SA). As my bicycle was brought through from the back I noticed it was now missing the rear wheel set (including the cassette) and tire (Maxxis Advantage). Apparently my rear wheel had vanished. It could not be found in the shop. I was then told that several old wheels had been lent to customers for the Sani to Sea. But that my wheel certainly was not lent to customers for this purpose, although it still could not be found. Clearly such customers must be far higher on the list of importance than me. Them being lent wheels, while I cannot get back the wheel that I in fact own. I was then told that a new wheel set of the same quality would be ordered and fitted. Apparently wheel sets can be ordered with ease, whereas brake sets are impossible to come by. Meanwhile I had to go back to Concept (now the Saturday 31st May) after a valve snapped in half before my Saturday cycle at Giba. I discussed the wheels on my Camber with the shop mechanic, I was wanting to find out about a stronger wheel set at the OEM wheels were both buckled slightly after only 5 months of ownership, during which time I had been away for 10 weeks so actually had not put many kilometres on the Camber. It was on the Monday (2nd June) following this weekend that I came in to ask about the brakes, and discovered my wheel missing. As a result I have lost all confidence in Concept Cyclery. To the point where I then went to Leigh’s Cycles on Friday 6th June to discuss new wheels for my Camber. The shop manager was able to show me several rim, spoke and hub options to suit my purposes, as well as new tires as I was not happy with the performance of the Specialized OEM tires. In all I spent a lot at Leigh’s that Friday, and collected the new built-up wheels on Saturday morning (although they were built and ready the same Friday). When it was noticed that the front wheel valve was missing a cap, the shop manager went off and got a cap to replace the missing one. Little things that did not happen at Concept Cyclery, ever. Chalk and cheese. On the 10th of June, I went in to Concept Cyclery to see what had happened about my missing wheel. I was greeted with some suspicion by the shop manager, and had to explain myself. Them losing my wheel is, of course, my fault. I was then offered a refurbished wheel. Upon questioning this I was offered a new wheel of comparable quality, which on the face of it looked like a wheel that would take a v brake which, given this, is unlikely to be of the same quality as the one now missing from my Giant that took disks. As far as I understand, v brake equipped mountain bikes are, in general, of a lower quality that disk only mountain bikes. In fact, I had cycled with a group of six friends that morning. One of them had such a v brake equipped mountain bike. It was in no way comparable to my Giant. I explained that I found this to be an unacceptable solution. I mentioned that my cycling friends had suggested I should get two new wheels so that they matched. That is, after all, how the bike came in… I was told to come back a few days later and collect my bike. Still with no mention of what actually happened to my wheel, and having to trust that the wheels now fitted were of comparable quality to the one that was lost. Upon leaving the shop with my bike (now sporting two wheels) the manager asked if I now wanted to buy some brakes…(ironic?) I said that I had sourced some off the Hub, and was fine. Thanks. I took the bike home, pumped up the flat tyres (apparently I had not asked specifically for the tyres to be pumped up when they replaced the wheel?). I sat on the bike, rolled five metres, and the rear wheel buckled. I could not believe it. I had a closer look at the wheel that had just been built up from “new” components. Well, the nipples certainly did not look new based on the grime on them. And the hubs looked as if they had been poorly washed before fitting. Having been offered a refurbished wheel by the shop manager first time around I have my suspicions that everything wasn't as new as it should have been… I went back, highly irate, annoyed, angry etc etc. This whole thing had been going on for several weeks now, I has about to be going away again and didn't have time to be going back and forth over something that shouldn't have happened in the first place. I speak to the shop manager, again, who, again, treats me with suspicion. Yes, I went home, dropped off the roof just to buckle the wheel so I could come straight back in. That’s how bored I am. No. Not really. After making a meal of trying to see the buckle the shop manager admits it is buckled. By now I am losing my control. Every step of the way I have had to deal with incompetence, suspicion and poor service. So I ask what difference it will make having it straightened up, and whether I will be back at the shop in 30 minutes with the same buckled wheel given that the same mechanic who built it was going to “fix” it. The shop manager said that perhaps he should send his mechanic on a wheel building course (so what else is he not capable of fixing?), and that he would personally rebuild my wheel and deliver it to me. We had a long discussion. During the discussion I brought up that I had not been told that the sealant would lead to corroded nipples and that perhaps that would be good to mention when offering a free conversion that results in increased down time. I was told that that sort of in-depth detail was not normally discussed. And, that the weight savings make up for the inconvenience. If you could see me (6ft2, 120kgs, size 14 feet) you would know that, quite honestly, a couple (or even several) hundred grams here and there will make very little difference. At all. Anyway, I left feeling I had been heard. The bike arrived that evening as promised (the spokes had now changed), with new (however they define that term) brakes. Great, the manager has gone beyond what was required; I didn't expect that at all. Everything seems good. I was away for ten day following delivery of the bike. I get back, take out the bike aaaaand the rear brake doesn't work…It has, in fact, leaked brake fluid all over the floor from an ill-fitting hose. Apparently brake building courses are required too. I took the bike to Leigh’s, fixed up no problem. Thinking had finally rid myself of poor workmanship and ethic I have just recently replaced the rear tyre. I found that a 29 inch tube has been squashed into the 26 inch tyre. Yes, this does work. But, is it the right way to fix something? What other short-cuts are taken? I try my best to support local businesses. I have been living in Waterfall for seven years now, and watched many shops open and then close due to a lack of support. I spent a considerable amount of money, and time, dealing with Specialized Concept Cyclery in Waterfall. I have now lost total faith in their abilities, and so have many of my cycling friends. I have, as a result, lost faith in Specialized as a brand. Given the limited options, I will now take my Camber elsewhere to be serviced etc. Although I love the Specialized bike line up I cannot say my next bike will be a Specialized, not with that sort of service. That’s my story; you decide for yourselves what you think. For me, Leigh’s have knocked the socks off Concept Cyclery. Professional, engaging, and on point.
