Week 5 for me. No sign and no comms about when it'll be returned. Rang Bike Coop who don't seem to know anything about when etc.
Feeling v frustrated. I'd expected weeks but not months. And it's my commuting bike.
Angi
CityCyclingEdinburgh Forum » Stuff
Specialized recall
(39 posts)-
Posted 11 years ago #
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I think Kaputnik's approach is probably best, just to get you moving (asking for a temporary fork).
There's been strange turn of events. The one-week-old suspension fork (on my bike-to-work scheme bike) gave up the ghost completely this weekend. I took the bike in to the shop at 9am, got a phone call a few hours later to say that they would have to send the fork away to SRAM/Rockshox, but that they would fit the identical fork from the display bike instead, and depending on the repair outcome I could choose to keep that or take the repaired one back whenever it re-appears. I had the bike back by 5pm to commute home on.
So the prize for unexpectedly great service goes to ...Halfords !
PS before you say anything about my choice of shop, I wanted a Boardman, and was prepared to take the rough with the smooth ;-)
Posted 11 years ago # -
An update on my complaint to Specialized Customer Service:
after the initial fairly nice email from them offering a compensation in the form of £100 worth of accessories, I wrote a proper letter addressed to their customer service with all my details (including bike model, etc).
Weeks after, I had no reply and so, decided to send another email to have a follow-up. No reply to this either! Since, I wrote another email and send another copy of letter recorded/signed for and none have been replied to!
Not sure where to go from here! It seems to me that they made this offer a bit quickly and then decided to change their mind? Who can I complain to when a complain letter is not answered (I gave them 10 days)?Posted 11 years ago # -
Demand a complete refund and report them to Trading Standards?
Posted 11 years ago # -
Crunchy Cream.Definitely the wrong thread.
Posted 11 years ago # -
You could maybe put a wee hint into another reminder letter & e-mail, stating that unless a satisfactory answer is received within x days ( and you specify the time period) then you will consider writing to a good number of cycling magazines to ask if others have had the same experience, thus bringing their failings to the notice of an even wider audience.
In fact, if you can get hold of the e-mail address of the CEO, go straight to him. My chum did that having got nowhere with a company for several months...issue was resolved within hours!
* I just had a look and it says any e-mails to the Specialized website ( the US one, I believe) do not receive blanket e-mails in return(?). I don't know the format of their e-mail addresses but I'd go for the US main one, not the European derivative and see if I could get it through to Mike Sinyard himself. From the articles I've read he is a stickler for high standards.
Posted 11 years ago # -
@Pocopiglet
I wrote to specialized and received a mutually agreeable settlement for my Specialized Globe being off the road for an unreasonable period. The person I dealt with was Aeryn Parsons:
Aeryn Parsons
Specialized UK Customer Support
CYTECH ACT Level 2 Cycle Technician
Customer.Service@specialized.com
Tel+44 (0)20 8391 3529
Fax+44 (0)20 8391 3523
Aeryn.Parsons@specialized.com.
Best wishes.Posted 11 years ago # -
Follow-on from my post of 2 months ago, above.
Sadly, at the end of last week the Boardman MTB's bottom bracket seized up completely. EBC took a quick look and confirmed it was shot - cranks probably not installed correctly when new (3 months). Halfords are aiming to have a new BB30 installed in the next day or so.
Just to confirm that faults come in threes, the right shifter (SRAM X9) also failed and will also be replaced under warranty.
Have to say Halfords have been great at keeping me updated. Fingers crossed this is the end of it though!
Posted 11 years ago # -
Thanks
@tarmac jockey
That's the person who offered me compensation in the original email, but also the person who never replied to my follow-up mails.
But I always used CustomerServiceUK@specialized.com as an address, I could try the personal address instead!Posted 11 years ago #
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