Specialized The Company......

twincamms

Good Day

I'd like to pass on my experience with Specialized Bikes UK.

I recently purchased a Specialized Cirrus Comp from my local cycle store, this isn't a cheap bike at £1500.

The store ordered my bike, built it and called me when it was ready to collect. I was very happy with my purchase. Over the next few days I used the bike for my commute but it felt a little odd, a little unstable. On day eight one of the rear chainstays cracked. I returned it to the store and they confirmed it was a faulty product, there was no damage or impact to the bike and they called Specialized to confirm this and request a replacement bike, this is where the debacle begins.

Specialized said it was a warranty issue and that it would need to be returned for inspection. They said if it was a manufacturing fault they would send a replacement frame. I wasn't entirely happy with this and quoted consumer rights, not fit for purpose, defective products, right for a replacement or refund. The cycle store apologised and said this is normal Specialized procedure.

I'd returned the bike on a Saturday, the courier was supposed to collect it on the Monday. A week passed I heard nothing from the store. I called them on the Friday for an update, they said the courier had only collected the bike on Thursday, I was pretty annoyed.

I called them again on the following Monday for an update, they'd heard nothing, so I asked them to chase Specialized. They phoned them and Specialized confirmed the product was faulty and they agreed to swap out the frame. Again, I requested a full cycle replacement, they refused.

On the Wednesday, the cycle shop called me and said we've recieved your new frame and will build your bike ready for collection this afternoon. An hour later they phoned me and said that the replacement frame was damaged, the fork was cracked.

At this point my patience was wearing thin and I demanded a replacement, a brand new bike, they refused and ordered me a new frame. It arived on Friday and I collected my bike on Saturday. I complained at the lack of customer service from them and the diabolical behaviour and procedures that Specialized deploy. They gave me £50 in shop vouchers as compensation for my troubles.

I'm posting this as I would never use Specialized again, their policies are disgraceful, they refused to replace a faulty product and insisted that I had to accept their right to make good on a faulty product which they believe they did by replacing a frame. The timescale, communication and resolution wasn't acceptable in my opinion, rubbish, rubbish company.................

Anyone experienced anything similar with these jokers?

Nebulous2

Specialized have a pretty good reputation on cycling forums for replacing frames that are years old under warranty.

You haven't given the timeframe between buying it and returning it, but if it was very short then you would have had the option to reject it.

Another possibility would have been to claim from your credit card if you paid with one.

So what I'm saying is this was treated as a warranty claim, whereas you could have had the option to reject the bike if you did it early enough.

Having said that it does sound like you were messed around and got pretty poor service.

thescouselander

It's not really specialized's issue. Your rights are with the shop and it is them who have to sort your problem out. You probably should have pressed for a refund and let the shop sort out the warranty with their supplier.

Marco_Panettone

What do you see as the difference between a new bike and a new frame?

dandelionclock30

You didnt need a new bike though you just needed a new frame which you have got. You got a bit messed about but it got sorted in the end. Its not worth getting your knickers in a twist about.

twincamms

I'm not getting my knickers in a twist about it.

The point I was making is that after eight (8) days of ownership I shouldn't have been offered a new frame but a new bike!

If you bought a brand new car and the engine failed after 8 days would you want a new car or accept a replacement engine? If you bought a new laptop from JL and the CPU failed after 8 days would you want a replacement laptop or let them swap out the CPU?

Some people on here just follow threads to troll or wind members up.....................

Nebulous2

To continue with your analogy; I'd want a new car, but the manufacturer / garage would want me to accept a new engine. You let them get off with the new engine option. Within eight days you would have been able to reject the bike.

See here

I missed the eight day bit in your first post.

dandelionclock30

If you were really set on having a new bike then you could have got one easy enough. Why were you not standing your ground more and being assertive?

Cat2011

twincamms wrote: »

The point I was making is that after eight (8) days of ownership I shouldn't have been offered a new frame but a new bike!
.

The frame broke, so they gave you a new frame. Whats the point in replacing pedals etc. if they're all fine? Sounds like it was a little slow to sort out, but you got a full working order bike, so where's the problem.

Marco_Panettone

twincamms wrote: »

I'm not getting my knickers in a twist about it.

The point I was making is that after eight (8) days of ownership I shouldn't have been offered a new frame but a new bike!

If you bought a brand new car and the engine failed after 8 days would you want a new car or accept a replacement engine? If you bought a new laptop from JL and the CPU failed after 8 days would you want a replacement laptop or let them swap out the CPU?

Some people on here just follow threads to troll or wind members up.....................

Would you genuinely be able to tell the difference if they just swapped the frame out but told you it was a new 'bike'?


If a brake cable failed, or the chain snapped, or a spoke broke would you want a new bike too, or would it be acceptable to swap these things out and replace them with new?


With bikes ALL components will usually have a shorter life-span than the frame. It's perfectly reasonable to change things as they wear and replace them with new bits. Because of this it's reasonable to suggest that frame=bike.

ukpete79

you !!!!ed off the store the minute you 'demanded' a brand new bike.

this was on a wednesday, they got a frame by the friday, and gave it to you on saturday....what more do you want, to helicopter it over to you?

Occasionally mistakes and defects occur...it happens with everything...personally i've owned a few specialized bikes, and have been happy with all of them