Specialized trivent defect

[Tumbleweed]

Not asking 'in terms of the law'. I'm saying that if I was the person/LBS that sold a defective product to someone I would go out of my way to assist/rectify the situation. They are not.

So, we have to take your word that the product was defective? The retailer and agent are fully within their rights to assess the damage to establish whether it was a defect or user error. For all we know this could be similar to all those JRA-type stories.

 

So, to answer this question again...

 

"The least I would have expected was an immediate replacement pair -am I being unreasonable? Thoughts?"

 

...yes, you are being unreasonable. The least you would expect? Curious as to what that most you would have expected would be?

[Tumbleweed]

I think common sense is in desperate need here.

As is an understanding of the word "reasonable" and, thus, "unreasonable". Don't ask a question if you're not prepared to hear an answer that might not suit your agenda.

[pmswanepoel]

As is an understanding of the word "reasonable" and, thus, "unreasonable". Don't ask a question if you're not prepared to hear an answer that might not suit your agenda.

haha! Dude -agenda!? For real? Besides calling me a liar, I now have an 'agenda'!? You're trolling, surely.

[Tumbleweed]

haha! Dude -agenda!? For real? Besides calling me a liar, I now have an 'agenda'!? You're trolling, surely.

I called you a liar? Um, no. You asked for thoughts on how reasonable your expectation was, and it was pointed out that it wasn't. That didn't sit nicely with you. You simply didn't want to hear that you could be wrong.

[camelman]

Look, in the end you will get new shoes if they were really defective, it just takes time. Specialized have a really good warranty replacement policy. They have too as they sell a lot of stuff and with it a lot of lemons, as it is mass produced in Asia. Just be patient. If it was a bike frame that cracked after a ride, would you expect a new bike straight away? Don't think so. So big or small, the policy is the same. As for the sales assistant, his attitude was bad and should have offered to send it back straight away.

[fabs]

You mean Spezs' are defective       ....................    

[pmswanepoel]

I called you a liar? Um, no. You asked for thoughts on how reasonable your expectation was, and it was pointed out that it wasn't. That didn't sit nicely with you. You simply didn't want to hear that you could be wrong.

ok, ok, if you want to be specific about it -you implied that I am a liar. What of your accusation of an 'agenda'? I'm even confused as to what my 'agenda' could even be? Go from store to store buying pairs of R4000 cycling shoes, then damaging them so that I can get a replacement pair? Why would I even do that? I like the shoes and want to use them. Dude, like I said, trolling..

[pmswanepoel]

Look, in the end you will get new shoes if they were really defective, it just takes time. Specialized have a really good warranty replacement policy. They have too as they sell a lot of stuff and with it a lot of lemons, as it is mass produced in Asia. Just be patient. If it was a bike frame that cracked after a ride, would you expect a new bike straight away? Don't think so. So big or small, the policy is the same. As for the sales assistant, his attitude was bad and should have offered to send it back straight away.

The truth is if I paid 100k or so for a frame and it cracked on the 2nd ride I would certainly ask for a replacement straight away, but that is just me I guess. 

 

I realise that process needs to be followed, and that is fine, but here is how I as a LBS would have dealt with it:

 

Customer: Hi, this strap snapped the second time I used these brand new shoes, I was using them as per the instructions.

LBS: Hi, wow that is quite *** -sorry about that, this has never happened before with these shoes that we know of.

Customer: Well, I Googled it and it seems it is quite a common occurrence -weird, I love Specialized stuff, it is usually top quality in my experience.

LBS: Look, we need to send them away so that Specialized can have a look at them, but since they will likely replace them anyway, why don't you take this loan pair to use in the meantime? It is the least we could do to mitigate the situation. Chances are Specialized will replace them and we will all be happy.

Customer: Wow, thank you very much -that is a generous offer. I do like the shoes and was excited to use them in my race this weekend.

LBS: OK, fill out this form and we will get the process started -I will keep in touch.

Customer: Awesome -many thanks!

 

That is how I would have responded, had the LBS been my baby. 

 

But it seems I am in the minority.

 

Anyway, Camelman you are correct, I will likely get a replacement pair which is the way it should be. I am just miffed at how it was handled, really.

[GLuvsMtb]

The big hole in the story is that the OP states that the bike shop KNEW that the shoes were defective. If it was blatantly obvious, why would anyone accept defective shoes or even use them once? the OP surely then would have noticed the defect before the first use, which would have made a clean swap / refund much more likely than shoes that now have cleat markings and use, all be it minimal. 

Perhaps if the OP had a better relationship with the shop, they may have been more willing to take some risk here. 

The bike shop could probably have explained their policy a bit better and may want to train their sales staff a bit better as these are often difficult situations when clients have expectations (reasonable or unreasonable does not matter) that cannot be met. 

[Tumbleweed]

ok, ok, if you want to be specific about it -you implied that I am a liar. What of your accusation of an 'agenda'? I'm even confused as to what my 'agenda' could even be? Go from store to store buying pairs of R4000 cycling shoes, then damaging them so that I can get a replacement pair? Why would I even do that? I like the shoes and want to use them. Dude, like I said, trolling..

 

I never implied you were a liar either.

 

In my first post, I said simply that the CPA entitled them to send the product away. You responded that this was "missing the point". This tells me that your mind was already made up about this issue, and you weren't keen to entertain opinions that said otherwise and that you deserved an immediate replacement - that's your agenda.

[camelman]

The truth is if I paid 100k or so for a frame and it cracked on the 2nd ride I would certainly ask for a replacement straight away, but that is just me I guess.

 

I realise that process needs to be followed, and that is fine, but here is how I as a LBS would have dealt with it:

 

Customer: Hi, this strap snapped the second time I used these brand new shoes, I was using them as per the instructions.

LBS: Hi, wow that is quite *** -sorry about that, this has never happened before with these shoes that we know of.

Customer: Well, I Googled it and it seems it is quite a common occurrence -weird, I love Specialized stuff, it is usually top quality in my experience.

LBS: Look, we need to send them away so that Specialized can have a look at them, but since they will likely replace them anyway, why don't you take this loan pair to use in the meantime? It is the least we could do to mitigate the situation. Chances are Specialized will replace them and we will all be happy.

Customer: Wow, thank you very much -that is a generous offer. I do like the shoes and was excited to use them in my race this weekend.

LBS: OK, fill out this form and we will get the process started -I will keep in touch.

Customer: Awesome -many thanks!

 

That is how I would have responded, had the LBS been my baby.

 

But it seems I am in the minority.

 

Anyway, Camelman you are correct, I will likely get a replacement pair which is the way it should be. I am just miffed at how it was handled, really.

Yep I understand your gripe, but that is unfortunately the way it gets done. And agreed the bike shop should have handled it better. I have had 2 cracked epic frames replaced in a period of 3 months no questions asked as well as carbon rear wheel. Was the replacement service good,yes. Is the manufacturing quality of specialized equipment good, IMHO no. And this is the main reason I won't buy another Spez bike again. But that's another thread on it's own. Anyway good luck, I hope you get a new pair soon.

[pmswanepoel]

I never implied you were a liar either.

 

In my first post, I said simply that the CPA entitled them to send the product away. You responded that this was "missing the point". This tells me that your mind was already made up about this issue, and you weren't keen to entertain opinions that said otherwise and that you deserved an immediate replacement - that's your agenda.

keep dreaming bud -you did. My agenda is that I require good service and at least a bit of 'it is not our fault, but we sympathise' -some agenda huh? Dude, I feel like you are spoiling, perhaps when you spend that kind of cash on a pair of shoes that fail on their second use you might have a different opinion on this. 

[pmswanepoel]

The big hole in the story is that the OP states that the bike shop KNEW that the shoes were defective. If it was blatantly obvious, why would anyone accept defective shoes or even use them once? the OP surely then would have noticed the defect before the first use, which would have made a clean swap / refund much more likely than shoes that now have cleat markings and use, all be it minimal. 

Perhaps if the OP had a better relationship with the shop, they may have been more willing to take some risk here. 

The bike shop could probably have explained their policy a bit better and may want to train their sales staff a bit better as these are often difficult situations when clients have expectations (reasonable or unreasonable does not matter) that cannot be met. 

When did I say that the lbs KNEW that the shoes were defective? I did not state that. I clearly stated that they presented as defective when upon their second use the strap on the one shoe failed. For something to be defective it does not have to be immediately obvious. 

 

Some 'big hole' eh?

[DIPSLICK]

 Dude, I feel like you are spoiling,      

 

everyone knows im not that sharpest tool in this shed

 

but WTFFFF?????

[PhilipV]

Flippit, if I ran a Spaz store, i would get really gatvol of everyone who thinks they are entitled to the world because they spent a boat load of money in my store. 

 

If the process is for them to send the shoes away for verification, you cant expect the guy in the store to not follow the process that he has to follow. If he does not believe you, then he must follow due process.

 

No chance that I would give you a 4 grand replacement pair and run the risk that you never show up again.

If the supplier deems the shoe to be broken by due force (maybe you don't know the end of your own strength) and not honour the warranty, but I already gave you a new pair, then the shop will be out of pocket. 

 

I am not saying that you are hamfisted and broke the shoe, I'm saying that the slapgat ou in the store did not want to run the risk of being out of pocket. It sounds like he does not even run the risk of satisfying a customer. 

 

Oh and you asked what shoes to ride in, why not the ones you had before you splashed out on the fancy spaz shoes?

[BigDL]

Some bold statements being made about Tumbleweed just because he offered an opinion after you had asked. If you don't want answers, don't ask questions.