[Closed] Specialized frame Guarantee Fiasco, SHAME on you Specialized

I would be be very grumpy, using twitter etc to name and shame.

Doesn't sound like specialized to me. Sounds more like a fibbing bike shop. Are they up to date with their invoices?

I would be be very grumpy, using [s]twitter etc to name and shame.[/s] the phone to speak to someone at Spesh

FTFY. Spesh are usually very good when it comes to warranty, in fact, I've known them to go beyond just very good, so worth pursuing through polite channels. Pwning with teh bomberz can wait for now, I'd say.

*Edit - As above, this doesn't sound like the Spesh I know*

This doesnt directly help you, but I had a chainstay crack on my 2005 enduro in 2010, and it was replaced with no questions under warranty.

I remember the life time warranty on my Pitch only covered the front triangle and not the seat & chainstays or rocker links and stuff like that.

Have you checked your owners manual or the online version for reference before you go in guns blazing at Specialized UK?

Surely its 5 years from the exact date of purchase. Like others have said spesh are good with warranties. I had mine replaced at 5 years(was front triangle though)

Your contract is with the shop. If it was sold with a lifetime warranty then they should honour it. If not kick up a fuss and name and shame.

Specialized are usualy good with warranty stuff so would try ringing them myself.

From their website (see the bit I have highlighted in bold):

LIMITED FIVE (5) YEAR WARRANTY ON SUSPENSION ATTACHMENTS AND SUSPENSION RELATED EQUIPMENT

Also subject to the following limitations, terms and conditions, Specialized warrants to the original owner of this bicycle that any Specialized branded suspension attachment points, and any Specialized branded suspension related equipment (including pivot points, bushings, shock units, front suspension forks, stays, plates, fasteners) when new are free of defective materials or workmanship. [b]This warranty shall expire five (5) years from the date of the original purchase[/b] from an authorised Specialized dealer and is conditioned upon the bicycle being operated under normal conditions and use, properly maintained and set up correctly for the rider’s weight. This warranty is void if the bicycle was not assembled by an authorised Specialized dealer in accordance with Specialized’s instructions and does not transfer to subsequent owners of the bicycle. This warranty does not apply to attachments and equipment which are unbranded or branded otherwise than with the Specialized brand, however, suspension equipment which is branded otherwise than with the Specialized brand may have warranty coverage offered by the specific manufacturer. Please check in your owner’s manual pack for information regarding these warranties or check with your authorised Specialized dealer for details.

Edit - too slow 😳

Specialized lists pivot points, bushings, shock units, front suspension forks, stays, plates, fastener as being under a 5 year warranty.

LIMITED LIFETIME WARRANTY ON FRAMES AND FRAMESETS

Also subject to the following limitations, terms and conditions, Specialized warrants to the original owner of this bicycle that this Specialized bicycle’s frame or frameset when new is free of defective materials and workmanship. The lifetime limited warranty is conditioned upon the bicycle being operated under normal conditions and use, and properly maintained. This limited warranty does not apply to paint/finish or components attached to the bicycle frame/frameset such as front forks (unless Specialized branded non-suspension forks forming part of the frameset), wheels, drivetrain, brakes, seatpost, handlebar and stem or any suspension related parts or components. Paint/finish, components attached to the bicycle frame/frameset such as front forks (to the extent not covered by this limited warranty), wheels, drivetrain, brakes, seatpost, handlebar and stem or any suspension related parts or components are covered under the limited two (2) year warranty (above). Certain suspension related parts or components may also be covered under the limited five (5) year warranty (below). This warranty is void if the bicycle or frameset was not assembled by an authorised Specialized dealer in accordance with Specialized’s instructions and does not transfer to subsequent owners of this bicycle.

LIMITED FIVE (5) YEAR WARRANTY ON SUSPENSION ATTACHMENTS AND SUSPENSION RELATED EQUIPMENT

Also subject to the following limitations, terms and conditions, Specialized warrants to the original owner of this bicycle that any Specialized branded suspension attachment points, and any Specialized branded suspension related equipment (including pivot points, bushings, shock units, front suspension forks, stays, plates, fasteners) when new are free of defective materials or workmanship. This warranty shall expire five (5) years from the date of the original purchase from an authorised Specialized dealer and is conditioned upon the bicycle being operated under normal conditions and use, properly maintained and set up correctly for the rider’s weight. This warranty is void if the bicycle was not assembled by an authorised Specialized dealer in accordance with Specialized’s instructions and does not transfer to subsequent owners of the bicycle. This warranty does not apply to attachments and equipment which are unbranded or branded otherwise than with the Specialized brand, however, suspension equipment which is branded otherwise than with the Specialized brand may have warranty coverage offered by the specific manufacturer. Please check in your owner’s manual pack for information regarding these warranties or check with your authorised Specialized dealer for details.

Thanks for all your responses, I really don't know where or who to start with, my local bike shop and where I bought it from is Noahs in Stroud Glos who are very nice and run a very tight ship, who could I contact at Specialized ? any help would be very welcome as I am lost without my bike and can't afford a new one (yet)

I think Trek are the same, lifetime warranty of frame and 5 years on swingarms.

Try the customer service e-mail below and see how you get on.

SPECIALIZED UK, LTD.
29 Barwell Business Park
Leatherhead Road, Chessington Surrey
KT9 2NY
Great Britain
Tel: +44 (0)20 8391 3500
Fax: +44 (0)20 8391 3501
E-mail: salesuk@specialized.com
E-mail: customerserviceuk@specialized.com

bit ridiculous isn't it

Chainstay on a FS, 5 years
Chainstay on a HT, lifetime

😕

"Noahs in Stroud Glos who are very nice and run a very tight ship"

Noah's is local to me also.

Nice yes, tight ship? No way José.

Contact Specialized direct. If I were you.

Really appreciate all the comments I have just emailed Specialized explaining my situation and hopefully I will get a reply.
Thanks All

Too many people opting for the Fudbook name and shame. As suggested above, speak to Spesh, and do it nicely.

If you know the date you bought it, and can prove it, then you are covered.

(If it was less than 5 years ago obviously)

Ring Specialized direct and tell them the dealer isn't honouring the warranty:

SPECIALIZED UK, LTD.
29 Barwell Business Park
Leatherhead Road, Chessington Surrey
KT9 2NY
Great Britain
Tel: +44 (0)20 8391 3500
Fax: +44 (0)20 8391 3501

Yup try contacting Spesh directly, and let us know how you get one!

Spesh have tightened their warranty procedures massively in the last couple of years - they used to basically warranty anything that broke, they're more by the letter of the law now, and for good reason.

However... They wouldn't say that because we're now selling 2015 bikes yours is 6 years old, that's rubbish.

Spoke to a chap only last month who had a crack in his 6 year old Sirus frame, replaced under lifetime guarantee no problem whatsoever.

You'd think Specialized would at least want to get the chainstay back to see if it is indeed a warranty claim. If it's been whacked by a rock they could at least then offer you a chainstay at a reduced/crash damage price. Even if it was out of warranty they could offer you a replacement at a price.
We get used to spending hundreds of pounds on tyres, wheels, deraileurs etc whats the problem with paying for a damaged chainstay? Especially after five years use.

Even if it was out of warranty they could offer you a replacement at a price.

Unless they don't have any 26" 2009 stumpjumper chainstays left.

You say late 2009, when exactly? Are we talking days/weeks/months left of the 5-years and did you buy it new from Noahs?

I'd also suggest that going 'guns blazing' is probably not the best approach.

Unless they don't have any 26" 2009 stumpjumper chainstays left.

...and are, perhaps unfairly, trying to get out of giving you a whole new bike. I guess they wouldn't be able to give you a 650b frame without also giving you a wheelset, maybe tapered forks etc.

Keep us updated OP.

Ring them, much better speaking to a human than emailing.... Unless you have something to hide?

I could be wrong, but as the bike was bought in 2009, is it not the warranty at that point of time that stands and not their current warranty??
If so, i can;t see anyting that implies the rear swing arms only have 5 years!!

When i snapped my old Enduro they were very good, however i went via the local concept store rather than the LBS. I even proved purchase via a bank statement as i didn;t have the original receipt 😆

If so, i can;t see anyting that implies the rear swing arms only have 5 years!!

It's not an implication, it's always been 5 years on swing arm bits.

So no warranty and offer on the replacement parts?
Something isn't quite right here (IMHO) i would be on the phone to SBUK (about now) and if you don't get a better response i'd be very surprised.

I had this with evans with a pair of spesh trail boots, sole came away, evans said return to us, got a call saying they had returned to spesh, who had said no. I called spesh and was told they new nothing about it, they called evans and then called me , saying a new pair had been dispatched

Doesn't sound like specialized to me

Does to me. They'll do anything to wiggle out of any claim no matter how small IME.

I have dealt with Specialized over warranty lately and they are not what they used to be. Apparently a new guy took over around May or June and I know the shop that were dealing with me had a few problems- much slower turnaround, unsatisfactory solutions to warranty issues and several frames (including mine) turning up that were completely different to the one being warrantied.

The shop mechanic told me he wanted to knock out the new guy in charge of Spesh warranty. I would trust the shop on this, while people have previously had great experiences with Specialized warranty I think while the new guy settles in things will be quite different.

There's more to it than that. Let's say they got burned with their generosity. It's a shame, but they're never going to get back to the good old days!

They're still good with legitimate warranty claims, but don't expect an easy ride if there's any ambiguity or doubt in your claim.

yes, another +1 to call Specialized direct and have a chat. Sounds fishy.

I'd call not email, I know its a bit intimidating, like wow, speaking to another human being, but honestly it might be worth making the exception and actually speaking to them. 😉

amplebrew - Member
I think Trek are the same, lifetime warranty of frame and 5 years on swingarms.

Varies from bike to bike, but it's closer to one year on swingarms than five, IIRC And have seen a lot of folks needing that warranty.

speak to Spesh, and do it nicely

As they famously do when someone names a bicycle part after a European town?

😉

windydave13 - Member
I could be wrong, but as the bike was bought in 2009, is it not the warranty at that point of time that stands and not their current warranty??
If so, i can;t see anyting that implies the rear swing arms only have 5 years!!

If the dates are right then you have a claim from date or purchase as it will be within 5 years, if it was bought before September 09 then it's out of warranty.

Stick to your guns unlike when I gave up with them. I had a Specialized warranty claim rejected as they said my spd shoes were well used. (less than one year old heel glue seperated from the upper). Thought oh well so I bought another (exact same) pair. The SAME thing happened again- this time I binned them and bought Shimano. The samething has happened since.

Note to Hora, my claim to madison about my Shimano winter boots falling apart was rejected because "it had been a wet winter"

Hah. someone tried telling me that the stanchion coating premature wear wasnt really a warranty problem as the stanchion coating was 'cosmetic'.

Trek are just as bad, IMO, even on much newer frames.

For some reason it seems to suit certain armchair experts to believe that these big companies excel on warranty service, but the reality for many of us actual customers seems to be quite different.

Once bitten, twice shy - I'm sticking to secondhand or budget MTBs in future.

Specialized have always had a well justified reputation for being superb. Trek are good, but they do things very much by the book. They will warranty a 20 year old frame (I've seen it), but only if it's a very clear cut warranty job. They won't make concessions for frames bought second hand etc. Spesh traditionally were much more keen to just replace anything that broke! Spesh have moved to Trek's way of working now, it's a shame, but perhaps inevitable.

But then I broke a Titus (pre Planet-X) and it came back from them more damaged than when it went, [b]and [/b]they didn't actually accept the warranty claim. Buying from a bespoke brand was definitely not better service!

Trek are just as bad, IMO, even on much newer frames.

They were faultless when my Top Fuel (swingarm) cracked last year.

+1 on calling them rather than email.

I've no direct experience but a mate had some wheels replaced 2 or 3 times under warranty, in the end I think they gave him a brand new upgraded set.

When I worked in a Spesh dealer they were very, very good almost to the point of being too helpful (one chap with a second hand frame got a great deal on a replacement).

I'm guessing that the wheelsize change is going to have an impact - its not longer just a frame. Older forks and wheels will no longer work so, if a nre frame were offered with bigger wheels I can imagine people kicking off.

Buying from a bespoke brand was definitely not better service!

I wouldn't expect it to be, especialy not a struggling outfit like Titus.

They were faultless when my Top Fuel (swingarm) cracked last year.

Glad you had a good experience. They were shocking when a cable rubbed most of the way through my carbon Fuel EX within months.

Even though it said in their internal literature that customers should be warned by dealers of the risk of such... and I wasn't!

njee- have you dealt with them since April or May? The shop I was dealing with were really struggling with them and said the difference since they changed staff was marked. They showed me a Hardrock frame sent to replace a Rockhopper, my Stumpjumper was completely wrong and things were taking months rather than days to sort.

Cha****ng, you got screwed by the shop in that case, not Trek

Seesm I was wrong about Trek - they're back to 5 years on wingarms,.

They did go to one year a while back - after a spate fo cracks on Remedy frames too. Good to see they've improved it.

Cha****ng, you got screwed by the shop in that case, not Trek

Both to be honest, Wheelies were a shower of ****s too and I have done my best to warn others against getting involved with the weasels.

honourablegeorge - Member

Seesm I was wrong about Trek - they're back to 5 years on wingarms,.

They did go to one year a while back - after a spate fo cracks on Remedy frames too. Good to see they've improved it.

You were right when you said some were less than 5 years. Trek only warranty the swing arms on aluminium Session, Scratch, Slash and Ticket model frames and swing arms for 3 years and 2 years on the carbon Session frames and swing arms.

Wheelies were a shower of **** too and I have done my best to warn others against getting involved with the weasels.

Hijack. Wheelies are Tredz, right?

Im more surprised it took you 5 years to crack a chainstay. lol.

I done a seat stay and chainstay on my 2013 stumpy evo within 12 months.

They obviously honoured warranty but on the second one they replaced the seatstay with a generic seatstay that was used on other models as it has a boss welded in to take a brain shock, probably off a camber or something as they didnt hold stock of my specific frame part. Shame really.

Hijack. Wheelies are Tredz, right?

Yep

Glad you had a good experience. They were shocking when a cable rubbed most of the way through my carbon Fuel EX within months.

Surely thats fair wear and tear isnt it?

Well an update on my progress with Specialized, but to answer a couple of questions first, Yes I am the original purchaser/owner, no it hasn't been hit by a rock or abused in any way, I bought the bike late July 2009 and noticed the crack at the end of August 2014 so yes although a matter of days it is outside of the 5 year window.
Gutted as I don't ride my bike hard and look after it to an outstanding condition.
I emailed Specialized last night with a more than polite and humble approach and got a reply today saying that they would sell me a chainstay for £200 or give me 20% off of a new bike if they took my bike as part of the deal, this doesn't fill me with glee as lets say my Stumpjumper is worth £900 (it is in MINT Condition and looks almost new) with a new chainstay so equivalent value before replacement £700, if I were to buy the new 2015 Specialized Enduro 650b (that I have my eye on) which cost £2,600 with their offer of 20% it would take £520 off of the price meaning in real terms my bike gets £520 !!

Still really annoyed and not finished yet (I fear Specialized are though)

Thanks to everyone with positive comments

[i]I bought the bike late July 2009 and noticed the crack at the end of August 2014 so yes although a matter of days it is outside of the 5 year window.[/i]

You originally said you'd bought it late in 2009, when in fact it was in mid 2009 and consequently outside of warranty... 🙄

The conditions are set and you're outside of them unfortunately. £200 for a new swing arm doesn't sound too bad, nor does 20% off a new bike. Doubt a 5 year old stumpy is worth £900, irrespective of condition. At the end of the day your bike is worth x to you but nothing at all to specialized.

So the 'fiasco' involves you not getting a free warranty replacement because your bike isn't under warranty - but you did get offered a £500 discount on a new bike?

I'm struggling to hold back the tears on your behalf TBH.

Looks like specialized have gone above and beyond with that offer.

Surely thats fair wear and tear isnt it?

Ha, even they didn't dare try that one.

OP - They're being quite helpful under the circumstances I think. From your earlier post I thought you were still in warranty. £200 is not unreasonable. I know Orange charge £400-plus.

Still really annoyed and not finished yet

I think you are, youre outside of an already very generous warrenty, and already posted on the forum bashing them, so Id not be expecting further goodwill or a christmas card either.

Agreed, TINAS.

OPs attitude is unbelievable...

Can i put the pitchfork away now?

Still really annoyed and not finished yet

You haven't got a leg to stand on as far as taking it further to be honest.

They are offering you £520 for a bike that's broken and outside of warranty.

If you can get more than that for it in the classifieds i'd be well impressed.

Or.

If you can find a brand new rear triangle for less than £200 I'd also be impressed.

Pick an option, and take them up on it.
They are both generous, and both far better than any option you have.

You haven't got a leg to stand on as far as taking it further to be honest.

Tomorrow morning, somewhere near to Chessington World of Adventures, a phone rings....
Some moments later....
"Yeah, it's him. [i]Again![/i] I'll leave him on hold for a while to calm down. I mean, we've offered him something above and beyond his warranty, but he's still frothing away. Oh yeah, and have you seen his rant on STW? Full of words like shame and fiasco when we're more than honouring our side of the deal!"

Etc.

Last January SBC UK had big changes. All that generosity they were famous for in the UK, was a result of lax control as 'goodwill'. Their 'crash replacement' scheme was ditched for 'assisted purchase' (I.e. a new bike at discount, rather than frame set) all in an effort to draw down warranty dept.costs

Since then, things got tightened up very quickly.Things have changed, which have perhaps left the bikes looking overpriced, despite the fantastic frame sets.

nealglover has it nailed.

Good offer from Specialized.

5 year old stumpy worth £900 ???? I dont think so?

Although £200 is a bit steep for a chainstay? Im pretty sure spesh sold me one for my old 06 enduro for £90

Pretty sure I paid £200 for a chain stay for my 2002 big hit fsr when I snapped the drive side weld 7 months into ownership after a 'funky' landing off the top at Woburn Sands

Thank you for all the positive comments and to all those with stupid unhelpful comments I hope your chain stays snap many miles from home.
As for talk of above and beyond nonsense, 20% discount is the Specialized sop on "Crash replacement discount" as in if you bend your Specialized round a tree they will give you a 20% discount on a new bike.
£200 for a poorly designed chainstay is still not above and beyond, and if you know the offending part you will know exactly what I mean.
Once again thanks to all who have contributed.

don't let the door hit you on the way out

Bikes break sometimes.

Get over it.

I think 20% off a new bike as a crash replacement is pretty good to be honest, I wish everything else I owned had the same backup.

I'm still failing to understand your side of it. They've offered you deals yet you still feel in the right even outside of the warranty period.

It lasted you half a decade yet it was poorly designed? If any of their workers clock this thread.. if they had the attitude of some of the other company owners,they'd go out of their way to give to you naff all for posting this.

......and to all those with stupid unhelpful comments I hope your chain stays snap many miles from home.

Are those the ones that are telling you that you are outside the warranty so they don't have to give you anything. ?

That's not "stupid or unhelpful"

It's real life. Get used to it.

......and to all those with stupid unhelpful comments I hope your chain stays snap many miles from home.

An expurgated version of this thread:

"My bike has broken, it's out of warranty so it's going to cost me 200 quid to fix it. Otherwise the manufacturer has been good enough to offer me 20% off a new one"

"That's a good offer!"

"Hmmmmm - I'm not that impressed"

"whatevs"

I don't work in the bike industry. I do work in an industry where warranty counts for a lot. Our service department used to be very "helpful" to anyone with faulty/broken products. Financially this was expensive. One bad year and they were all made redundant. The remaining team took on their work load with no extra reward. The end result is that we are very tight now on warranty conditions and if the customer is out of warranty they pay. Customers who complain about this and expect freebies are not looked on very favourably as what they are asking potentially less to colleagues being out of work, losses and pay freezes.

Financially times are tough for everyone. A company that is right on warranty terms and conditions is probably worth dealing with as there is a good chance that they will still be around for the length of thewarranty they are offering.

OP I'd take stock and move on. In this instance what did spesh do wrong?

to all those with stupid unhelpful comments I hope your chain stays snap many miles from home.

Well yours has, so I suppose Karma is currently switched on.