Loose Motor on Como 2.0 UPDATE: Cracked Frame (Vados too)

[Uburoibob]

Broke a second bike and again at around 1500 km. So that's 2 bike in a single year... This bike was actually a loaner Como 2.0 (2018) that I got brand new in November 2019 while I wait for proper replacement Como 4.0
The frame is not completely separated yet but i guess its just a matter of time. This is super upsetting because I know my new bike will break too... Como and Vado are not for serious commuter and that pretty obvious. And its such a waste...



View attachment 60444

Wow. Hopefully, the new bike won’t break. Specialized hasn’t said anything but people are suggesting that the motor wasn’t torqued to the frame properly on some of the 2018 bikes. Mine is a 2020, which replaced a 2018. I have 1900 miles on mine and so far so good. Keeping my fingers crossed. But again, since this is a lifetime warranty, they will replace it again if it cracks. Perhaps that will extend to the designs that supersede Como and Vado. We can hope.

 

[FlatSix911]

Broke a second bike and again at around 1500 km. So that's 2 bike in a single year... This bike was actually a loaner Como 2.0 (2018) that I got brand new in November 2019 while I wait for proper replacement Como 4.0
The frame is not completely separated yet but i guess its just a matter of time. This is super upsetting because I know my new bike will break too... Como and Vado are not for serious commuter and that pretty obvious. And its such a waste...



View attachment 60444

Not good news... I suspect that the lower frame web on the motor mount is too narrow and will require a redesign to fix the issue.

Specialized has a long history of pushing the limit in lightweight frame design going back to their analog bikes... perhaps a bit too far this time.

The bottom line that I have learned with many tech companies... they make great stuff, but it's risky to be on the bleeding edge of product design.

 

[MollyLorraine]

I'm the newest victim, I guess. I ride a 2018 Como 2.0. For a week or two, my chain felt "chunky" with any amount of torque applied to the pedals and I noticed that the "bottom bracket" was loose. After watching a couple YouTube videos on how to tighten the BB I removed the plastic motor enclosure and realized that the Turbo doesn't have a traditional BB. I eventually noticed that my frame is cracked. I took it to local Specialized dealer and I'm waiting very impatiently to see what happens next. I'm a daily commuter and I miss my bike and riding so much!

Thank you to everyone who has posted on this thread. It makes me feel better knowing that the outcomes have been almost all good. Is there a step-down in component quality from the 2018 to the 2020s? Should I be requesting a 3.0, 4.0, or would they be willing to upgrade to a 5.0 (by paying some or all of the difference)? What if the color they offer is hideous? (I'm looking at you, 3.0 Lilac.) What about the worldwide bike shortage? So many questions!!! ARGH! I'm feeling so sad

I've included a video I took in my garage after I spotted the break in the frame. Hopefully it loads ok. Picture, too.

Any advise on how to deal with the LBS and Specialized is appreciated.

 

[FlatSix911]

I'm the newest victim, I guess. I ride a 2018 Como 2.0. For a week or two, my chain felt "chunky" with any amount of torque applied to the pedals and I noticed that the "bottom bracket" was loose. After watching a couple YouTube videos on how to tighten the BB I removed the plastic motor enclosure and realized that the Turbo doesn't have a traditional BB. I eventually noticed that my frame is cracked. I took it to local Specialized dealer and I'm waiting very impatiently to see what happens next. I'm a daily commuter and I miss my bike and riding so much!

Thank you to everyone who has posted on this thread. It makes me feel better knowing that the outcomes have been almost all good. Is there a step-down in component quality from the 2018 to the 2020s? Should I be requesting a 3.0, 4.0, or would they be willing to upgrade to a 5.0 (by paying some or all of the difference)? What if the color they offer is hideous? (I'm looking at you, 3.0 Lilac.) What about the worldwide bike shortage? So many questions!!! ARGH! I'm feeling so sad I've included a video I took in my garage after I spotted the break in the frame. Hopefully, it loads ok. Picture, too. Any advise on how to deal with the LBS and Specialized is appreciated.View attachment 60510

Sorry to hear about your cracked frame... the good news is that Specialized has been replacing the entire bike is some cases.

I would recommend that you tell them what replacement you want... and let them know you would like a loaner during the process.

 

[GuruUno]

I am curious if specialized has corrected the issue

THIS is the question that does necessitate a response from someone in the drivers set at Specialized, as it is of concern.
Maybe a range of serial numbers that are suspected (all Vado bike??), so we can be alerted.
Sure, a lot of riders may occasionally ride and the chance of someone using a bike less frequently may not have the problem show up until after the end of the warranty period.
Regardless, it would be nice to know that something changed or if it's the same old, same old.

 

[Uburoibob]

THIS is the question that does necessitate a response from someone in the drivers set at Specialized, as it is of concern.
Maybe a range of serial numbers that are suspected (all Vado bike??), so we can be alerted.
Sure, a lot of riders may occasionally ride and the chance of someone using a bike less frequently may not have the problem show up until after the end of the warranty period.
Regardless, it would be nice to know that something changed or if it's the same old, same old.

Fortunately, there is a lifetime warranty period to the original owner.

 

[Brendon@OEB]

I'm the newest victim, I guess. I ride a 2018 Como 2.0. For a week or two, my chain felt "chunky" with any amount of torque applied to the pedals and I noticed that the "bottom bracket" was loose. After watching a couple YouTube videos on how to tighten the BB I removed the plastic motor enclosure and realized that the Turbo doesn't have a traditional BB. I eventually noticed that my frame is cracked. I took it to local Specialized dealer and I'm waiting very impatiently to see what happens next. I'm a daily commuter and I miss my bike and riding so much!

Thank you to everyone who has posted on this thread. It makes me feel better knowing that the outcomes have been almost all good. Is there a step-down in component quality from the 2018 to the 2020s? Should I be requesting a 3.0, 4.0, or would they be willing to upgrade to a 5.0 (by paying some or all of the difference)? What if the color they offer is hideous? (I'm looking at you, 3.0 Lilac.) What about the worldwide bike shortage? So many questions!!! ARGH! I'm feeling so sad

I've included a video I took in my garage after I spotted the break in the frame. Hopefully it loads ok. Picture, too.

Any advise on how to deal with the LBS and Specialized is appreciated.

View attachment 60510

Sorry to see this! I can take apart my Vado 5.0 I've been commuting to the shop on, I've got about 1k miles on it, turbo all the time

Your 2018 2.0 is now the 2020 3.0. If you're up for it, and based on you commuting, see if they'll credit you to get the Como 5.0. The 1.3 motor, larger battery, upgraded brakes, drivetrain, and rack/fenders are worth it!

Please let us know how it goes, sorry for this! I can tell you, my experience on the dealer side, Specialized wants you back on the road as quick as possible.

 

[MollyLorraine]

Sorry to see this! I can take apart my Vado 5.0 I've been commuting to the shop on, I've got about 1k miles on it, turbo all the time

Your 2018 2.0 is now the 2020 3.0. If you're up for it, and based on you commuting, see if they'll credit you to get the Como 5.0. The 1.3 motor, larger battery, upgraded brakes, drivetrain, and rack/fenders are worth it!

Please let us know how it goes, sorry for this! I can tell you, my experience on the dealer side, Specialized wants you back on the road as quick as possible.

I appreciate your response. I had almost 9k miles on 2.0 (20 months of riding). I really would like to upgrade to the 5.0, but didn’t know if it was appropriate to ask for an appropriate credit. I’ll definitely let the forum know how it goes. Gotta get back in the saddle!!

 

[Brendon@OEB]

I appreciate your response. I had almost 9k miles on 2.0 (20 months of riding). I really would like to upgrade to the 5.0, but didn’t know if it was appropriate to ask for an appropriate credit. I’ll definitely let the forum know how it goes. Gotta get back in the saddle!!

9k miles in 20 months, you're a rock star! Make sure to get some extra chains and tires too!

Yeah, it's not inappropriate to let them know you'd entertain a credit towards an upgrade. There's still Como 5.0 product left too depending on frame size. It might actually help things if you're open to upgrading as it makes more product available to satisfy replacement.

 

[Uburoibob]

I appreciate your response. I had almost 9k miles on 2.0 (20 months of riding). I really would like to upgrade to the 5.0, but didn’t know if it was appropriate to ask for an appropriate credit. I’ll definitely let the forum know how it goes. Gotta get back in the saddle!!

First, sorry to hear about your frame cracking. In my case, because I'd had the bike computer upgraded to the new version (installed by my dealer who sold me the bike), they made the case that I should be upgraded to the 2020 Como 3.0. Same basic specs as the 2018 Como 2.0 and, by the time delivery came, about the same money. So - you CAN get an upgraded bike...just not sure if it's done regularly or out of necessity.

 

[mndparish]

Right now it looks like they are going to replace my Como 2.0 2018 with a 3.0 2020 and heard that the motor on the 2.0 has more torque than the newer 3.0 my LBS has offered to change the motor out for $80 ??? I also was considering an upgrade but was told by my LBS they would only give me trade in value same with specialized customer service that they only warranty their bike with same replacement and would not consider the original value for an upgrade so... as fast as these things are selling I'm contemplating selling on internet and then upgrading. I will update when I know more. If anyone is familiar with the different motors please make me smart. Thanks.

 

[Stefan Mikes]

and heard that the motor on the 2.0 has more torque than the newer 3.0 my LBS has offered to change the motor out for $80 ???

That's right. The 2018 Como 2.0 is equipped with the 1.2 motor while the 2020 3.0 has the 1.2e that is of lower torque.

 

[Uburoibob]

That's right. The 2018 Como 2.0 is equipped with the 1.2 motor while the 2020 3.0 has the 1.2e that is of lower torque.

The 2020 3.0 also comes with a larger chainring which makes the riding experience a little different. Actually feels like there is more top end. It’s not really a big deal to me. I got used to he difference after a couple of rides.

 

[Brendon@OEB]

Right now it looks like they are going to replace my Como 2.0 2018 with a 3.0 2020 and heard that the motor on the 2.0 has more torque than the newer 3.0 my LBS has offered to change the motor out for $80 ??? I also was considering an upgrade but was told by my LBS they would only give me trade in value same with specialized customer service that they only warranty their bike with same replacement and would not consider the original value for an upgrade so... as fast as these things are selling I'm contemplating selling on internet and then upgrading. I will update when I know more. If anyone is familiar with the different motors please make me smart. Thanks.

Change the motor for $80??? That can't be right. Besides, I'd rather keep a brand new bike stock with regards to the motor. That way if you ever go to another shop it's easier for them to work/warranty things as needed.

What size bike do you ride?

 

[Uburoibob]

Change the motor for $80??? That can't be right. Besides, I'd rather keep a brand new bike stock with regards to the motor. That way if you ever go to another shop it's easier for them to work/warranty things as needed.

What size bike do you ride?

I think he means he'd swap the motor for the one on the damaged bike? I can see that taking an hour or so.

 

[MollyLorraine]

Checking in again - I dropped my bike off Monday afternoon and the LBS entered the ticket the same day. They told me Specialized gets back to them within "a day or two." Today is the end of day four and I'm going crazy with no response. I've called the bike shop once (or twice) a day, pleading with them to make an effort to get Specialized to respond. I've tried to call the Rider Care number and it's a circular loop of menu options followed by a message that states Specialized employees are working from home due to Covid and "phone coverage is very limited." I submitted an inquiry online and have not heard back. I love my Como but right now I feel like Specialized has left me stranded, literally.

How long did it take for other Warranty claims to be processed? I realize a global pandemic can slow things down - but this doesn't seem like a supply issue, it's a customer service issue.

Really mad/sad. Thanks for letting me vent.

 

[GuruUno]

Checking in again - I dropped my bike off Monday afternoon and the LBS entered the ticket the same day. They told me Specialized gets back to them within "a day or two." Today is the end of day four and I'm going crazy with no response. I've called the bike shop once (or twice) a day, pleading with them to make an effort to get Specialized to respond. I've tried to call the Rider Care number and it's a circular loop of menu options followed by a message that states Specialized employees are working from home due to Covid and "phone coverage is very limited." I submitted an inquiry online and have not heard back. I love my Como but right now I feel like Specialized has left me stranded, literally.

How long did it take for other Warranty claims to be processed? I realize a global pandemic can slow things down - but this doesn't seem like a supply issue, it's a customer service issue.

Really mad/sad. Thanks for letting me vent.

I understand your frustration and hope that I never have to go through what you are experiencing.
Having had a previous dilemma with Trek products, I can say from my 1st hand experience that the Trek support is 100% stellar and beyond compare, real live persons working from home and office to answer phones and provide support and interact with their customers LBS to address and assist in resolving problems. Unfortunately a lot of LBS'es suck. There are a handful of top notch ones that go the extra mile but for the most part, most are horrible (my experience). Yes, I am demanding, fussy and expect nothing but the very best if I provide money for a product to a dealer who hangs their shingle out representing the products they sell and service.

I too had the very same (and still to this day) experience with Specialized "mother ship" phone calls to make pre-sales inquiries.
With exactly the very same concerns that you express here is my fear...and question the reasoning if Specialized is the #2 contender (without creating a myriad of debates as to who is #1), why is it that they cannot even offer the ability to interact with their customers?

I posed this very question to my LBS when picking up my Vado 5.0 last Friday and his reply was, "We as dealers have a direct contact with the corporate entity".
Fantastic, I felt a little better but not 100%....especially if I were to have any issues needing involvement in the future.

Happy to say that after 6 days and almost 120 miles, I am overjoyed at my acquisition of the new Vado 5.0.

I hope that the relationship continues to be as pleasurable as it has been out the gate with Specialized and God forbid if I have to experience any issues with needing the Mother Ship to interface with a local bike shop and experience what you have to endure Molly....

 

[Brendon@OEB]

Checking in again - I dropped my bike off Monday afternoon and the LBS entered the ticket the same day. They told me Specialized gets back to them within "a day or two." Today is the end of day four and I'm going crazy with no response. I've called the bike shop once (or twice) a day, pleading with them to make an effort to get Specialized to respond. I've tried to call the Rider Care number and it's a circular loop of menu options followed by a message that states Specialized employees are working from home due to Covid and "phone coverage is very limited." I submitted an inquiry online and have not heard back. I love my Como but right now I feel like Specialized has left me stranded, literally.

How long did it take for other Warranty claims to be processed? I realize a global pandemic can slow things down - but this doesn't seem like a supply issue, it's a customer service issue.

Really mad/sad. Thanks for letting me vent.

Hey Molly,

Inventory on 2020 Como 3.0 product is great in the non low entry bike, the 4.0 and 5.0 are available in size small, non low entry. I've had pretty good response with warranty replacement parts, but there has been a lag here and there. I try and make a point to send reminder emails every 48-72 hours, seems to help. Not to be a thorn in their side, but I know how things can slip through cracks. Demand like we're seeing opens up cracks unfortunately.

I hear your frustration, please know it's never what we want our clients to go through, one of the many reasons I try and maintain a presence on these forums! I'm sure they're working as hard as they can to get you back on the road!

 

[MollyLorraine]

I understand your frustration and hope that I never have to go through what you are experiencing.
Having had a previous dilemma with Trek products, I can say from my 1st hand experience that the Trek support is 100% stellar and beyond compare, real live persons working from home and office to answer phones and provide support and interact with their customers LBS to address and assist in resolving problems. Unfortunately a lot of LBS'es suck. There are a handful of top notch ones that go the extra mile but for the most part, most are horrible (my experience). Yes, I am demanding, fussy and expect nothing but the very best if I provide money for a product to a dealer who hangs their shingle out representing the products they sell and service.

I too had the very same (and still to this day) experience with Specialized "mother ship" phone calls to make pre-sales inquiries.
With exactly the very same concerns that you express here is my fear...and question the reasoning if Specialized is the #2 contender (without creating a myriad of debates as to who is #1), why is it that they cannot even offer the ability to interact with their customers?

I posed this very question to my LBS when picking up my Vado 5.0 last Friday and his reply was, "We as dealers have a direct contact with the corporate entity".
Fantastic, I felt a little better but not 100%....especially if I were to have any issues needing involvement in the future.

Happy to say that after 6 days and almost 120 miles, I am overjoyed at my acquisition of the new Vado 5.0.

I hope that the relationship continues to be as pleasurable as it has been out the gate with Specialized and God forbid if I have to experience any issues with needing the Mother Ship to interface with a local bike shop and experience what you have to endure Molly....

I understand your frustration and hope that I never have to go through what you are experiencing.
Having had a previous dilemma with Trek products, I can say from my 1st hand experience that the Trek support is 100% stellar and beyond compare, real live persons working from home and office to answer phones and provide support and interact with their customers LBS to address and assist in resolving problems. Unfortunately a lot of LBS'es suck. There are a handful of top notch ones that go the extra mile but for the most part, most are horrible (my experience). Yes, I am demanding, fussy and expect nothing but the very best if I provide money for a product to a dealer who hangs their shingle out representing the products they sell and service.

I too had the very same (and still to this day) experience with Specialized "mother ship" phone calls to make pre-sales inquiries.
With exactly the very same concerns that you express here is my fear...and question the reasoning if Specialized is the #2 contender (without creating a myriad of debates as to who is #1), why is it that they cannot even offer the ability to interact with their customers?

I posed this very question to my LBS when picking up my Vado 5.0 last Friday and his reply was, "We as dealers have a direct contact with the corporate entity".
Fantastic, I felt a little better but not 100%....especially if I were to have any issues needing involvement in the future.

Happy to say that after 6 days and almost 120 miles, I am overjoyed at my acquisition of the new Vado 5.0.

I hope that the relationship continues to be as pleasurable as it has been out the gate with Specialized and God forbid if I have to experience any issues with needing the Mother Ship to interface with a local bike shop and experience what you have to endure Molly....

The LBS I’m working with has a good reputation in my town. I don’t go to them often unless I need a Specialized part (I once had a lame experience with a salesman there but mostly because the Trek shop is a lot closer to my work and has a great staff). I am disappointed with Specialized Corp., though. Their slow response time coupled with not being able to talk to a person via phone, chat, or email is beyond frustrating.

 

[MollyLorraine]

Hey Molly,

Inventory on 2020 Como 3.0 product is great in the non low entry bike, the 4.0 and 5.0 are available in size small, non low entry. I've had pretty good response with warranty replacement parts, but there has been a lag here and there. I try and make a point to send reminder emails every 48-72 hours, seems to help. Not to be a thorn in their side, but I know how things can slip through cracks. Demand like we're seeing opens up cracks unfortunately.

I hear your frustration, please know it's never what we want our clients to go through, one of the many reasons I try and maintain a presence on these forums! I'm sure they're working as hard as they can to get you back on the road!

I think the LBS is doing what they can, but I am frustrated with Specialized response. I’d like a low entry 5.0 (paying the difference) but I’ll settle for a low entry 3.0. I need it in small.
I’m thinking of going into the LBS tomorrow with a box of donuts or a pack of beer. I’d like to generate some goodwill.