I got the firmware update today, but service from Specialized leaves something to be desired.
I purchased my Vado SL 5.0 in September, 2021, from a dealer that's ten minutes (via bike) from my house in Berkeley, CA. It's Mike's Bikes, and they have 14 stores in the San Francisco Bay Area. They sell a number of high-end brands. Within a month of when I bought my Vado, Specialized gave Mike's an ultimatum--sell only Specialized or they couldn't be a dealer anymore. Mike's decided not to be pushed around by Specialized and ended their very long and profitable relationship with them. Mike's assured me that they would support my Vado through October, 2022, which they did. That included one firmware update a few months ago.
When I got the Specialized email about the current firmware update, I asked Mike's if they would do it. Unfortunately they can't. So I clicked the link in the Specialized email and searched for dealers, sorted by distance from my ZIP code. The first shop on the list told me they are a custom bike builder and don't sell Specialized bikes. The second on the list didn't answer the phone and said to leave a message. I left a message but they didn't call back. The third on the list said they don't service bikes. The fourth on the list said they could do the update, so that's where I went today--12 miles from home. Because I hadn't purchased the bike there, they charged me $50. I don't mind being charged, but $50 for something that takes 5-10 minutes seemed high. It would seem to me that in the interest of customer goodwill, Specialized would cover the cost of firmware updates and reimburse dealers a small amount for proving that service. (Maybe I live in an alternate universe.)
In the future, I hope that Specialized makes all firmware updates available over the air, through the app, or via a USB connection to a laptop. I wonder if other brands--Trek?--let users update firmware themselves.
