specialized warranty experience, good bad or ugly

[SBRA]

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.

[gummibear]

Why didn't you ask your sister to take your shoes and helmet in for you?

[Bizkit031]

This is not the first time I have heard of this issue with Spez,LBS have told me they are a nightmare to deal with when it comes to frame warranties as well. Spez think they are a lot more Spez then other brands so if you don't like It buy something else,take it or leave it attitude.

 

[ilubinsky]

Your sisters skirt is probably shorter than yours

[Johny Bravo]

I dont like guys who as a first post come on here and name and shame. That makes alarms bells go off straight away. If you are selling Giant or Merida or Scott or whatever it is very convenient to bash a rival brand.

 

Maybe build a better relationship with your lbs and you wont have so many issues. you also seem to have too much money, owning as you say numerous s-works products.

 

Also I hope you have small feet, since you gave your sister your old shoes.

Edited April 4, 2014 by Johny Bravo

[Tjokkits]

shop letting you down perhaps? had an issue with my saddle, no questions Spez just exhanged, Complete Cyclist

[Mackem]

As they would say around here great first post! Your story seems to have more holes in it that a sieve.

 

You can spell delaminated but not helmet?

 

You had a pair of shoes that you washed developed a "ridge" - they then became impossible to wear - so you gave them to your sister?

 

Funny that - I have had numerous pairs of shoes of all makes that I have washed. Not one pair have ever developed a "ridge". If they were unwearable - why did you give them to your sister?

 

Having worked in a shop - there are certain people that try to take the piss all of the time. They will bring in the most abused, old products and want a warrantee replacement for what is obviously fair wear and tear. You tell them nicely that the manufacturer will not warrantee the product. The client then becomes stroppy as they have it in their head that they "deserve" a new whatever so you end up agreeing to send it off. The claim is denied by the manufacturer/ agent and the client is even more the moer in with you, the shop as well as the manufacturer. They then they normally vent in the shop or on social media!

 

Specialized are one of the better companies to deal with given they will normally warrantee the original buyer (hence the need for proof of purchase) in the case of failure or will offer a discount for crash replacement. I doubt that you will get more joy emailing Specialized USA as they will probably say exactly the same as Specialized South Africa (seeing as they are the same company and that the South African operation is not an agency as with other brands!)

Edited April 4, 2014 by Mackem

[gummibear]

Heard there's a great Spesch shop in Midrand....Summit Cycles.

 

Sure they'll help you

[SBRA]

As they would say around here great first post! Your story seems to have more holes in it that a sieve.

 

You can spell delaminated but not helmet?

 

You had a pair of shoes that you washed developed a "ridge" - they then became impossible to wear - so you gave them to your sister?

 

Funny that - I have had numerous pairs of shoes of all makes that I have washed. Not one pair have ever developed a "ridge". If they were unwearable - why did you give them to your sister?

 

Having worked in a shop - there are certain people that try to take the piss all of the time. They will bring in the most abused, old products and want a warrantee replacement for what is obviously fair wear and tear. You tell them nicely that the manufacturer will not warrantee the product. The client then becomes stroppy as they have it in their head that they "deserve" a new whatever so you end up agreeing to send it off. The claim is denied by the manufacturer/ agent and the client is even more the moer in with you, the shop as well as the manufacturer. They then they normally vent in the shop or on social media!

 

Specialized are one of the better companies to deal with given they will normally warrantee the original buyer (hence the need for proof of purchase) in the case of failure or will offer a discount for crash replacement. I doubt that you will get more joy emailing Specialized USA as they will probably say exactly the same as Specialized South Africa (seeing as they are the same company and that the South African operation is not an agency as with other brands!)

 

Maybe you should rather ask your sister what she did to get a new pair of shoes................

 

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.

[Johny Bravo]

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.

Your story is full of holes and you are full of something else. Why, if Melrose declinded your warrantee, and Summit cycles helped your sister, btw, nothing mentioned about Summit cycles in your first post, would you then again go to Melrose instead of Summit cycles. What do you have against the Melrose store. Edited April 4, 2014 by Johny Bravo

[SBRA]

I dont like guys who as a first post come on here and name and shame. That makes alarms bells go off straight away. If you are selling Giant or Merida or Scott or whatever it is very convenient to bash a rival brand.

 

Maybe build a better relationship with your lbs and you wont have so many issues. you also seem to have too much money, owning as you say numerous s-works products.

 

Also I hope you have small feet, since you gave your sister your old shoes.

 

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.

[SBRA]

Your story is full of holes and you are full of something else. Why, if Melrose declinded your warrantee, and Summit cycles helped your sister, btw, nothing mentioned about Summit cycles in your first post, would you then again go to Melrose instead of Summit cycles. What do you have against the Melrose store.

 

where did i mention summit cycles????

[gummibear]

where did i mention summit cycles????

 

I did.....told you to go to them for Specialized help

[Johny Bravo]

where did i mention summit cycles????

My bad, Complete cyclist, I am half watching the cricket half drinking brandy, and only little bit watching the hub. BTW, if you really own numerous Specialized products, you will see them every day, on your bike, shoes, helmet, etc. You would at least know to spell it correctly. Specialized wiff a Z. Done arguing with you, show us proof. Edited April 4, 2014 by Johny Bravo

[Pusher]

My bad, Complete cyclist, I am half watching the cricket half drinking brandy, and only little bit watching the hub. BTW, if you really own numerous Specialized products, you will see them every day, on your bike, shoes, helmet, etc. You would at least know to spell it correctly. Specialized wiff a Z. Done arguing with you, show us proof.

WTF. Bunch of Tjops!

[ilubinsky]

What size is the s works and how much do you want for it?