I spoke with support at Specialized last evening about the alarm not working and basically couldn’t get a straight answer, even after their Turbo Como specialist got on the phone. They said I didn’t wait long enough after locking the bike for the alarm to kick in. Also, they mentioned that moving the bike back and forth, bouncing it on the tires, and shaking it somewhat violently wasn’t really enough to trigger the alarm. Perhaps it might work if I rolled it away from the area. Yes, let a thief roll it away, get frustrated because they can’t unlock the bike, and then they can ditch it in the woods somewhere. Bottom line they didn’t address the issue that the alarm doesn’t work. They said to take it to the dealer to see if there was a sensitivity adjustment they could make and additionally they mentioned they were looking into the alarm issue. Basically they didn’t have an answer.
The alarm is one of the features that was important to me. If it is important to you please reach out to Specialized so we can get attention to this.
These are the types of stupid answers from "Rider I Don't Care" that really irritate me. It's customer support at its worst!
If you don't get a knowledgable, seasoned person who knows the products, and they have to "open a chat window" to a higher level person (if available), the person answering the phone know diddly squat.
This is a common support process for lots of businesses.
I can attest to this simply because I am a support person and at time have to make similar types of calls to various entities (software, hardware, cars, anything).
So, when you say, "bottom line they didn’t address the issue that the alarm doesn’t work", and "and I basically couldn’t get a straight answer", and, "they said to take it to the dealer"....how is it that this is an acceptable means of supporting the purchasers of a several thousand dollar e-bikes?
My wife's Como 5.0 has had its front suspension fork removed and shipped to SRAM to "investigate" its non-functionality after a week or two of usage. When calling RC about expectations, got a bunch of double-talking BS answers, no solution other than excuses about inventory, etc., blah, blah, blah, and I expressed my dissatisfaction with their "process", especially since it was a recent purchase.
I know a lot of the fellow forum participants here are not thrilled with my expressions of dislike for the support at the Mother Ship, but they sure stack the BS on.
Sad shame....fantastic bikes, HORRIBLE support.
I can say from first-hand experience that I was thrilled with the level of support and professionalism, knowledge, and help from Trek (previous purchases).
We shall see in the long run if the Dyson Man can make it all work.
