Too apple, didn't read. Can you share the text here?
Formatting may suck.
Dear Mike Sinyard & Scott Maguire of Specialized Bicycles,
I am writing this open letter in the hopes that it will help inform you about the lack of customer focused support I have received from your company over the last few weeks. The goal is to show you that you need to make changes in order to become the rider focused company you claim to be.
Here is the sequence of events:
- Order Vado 5.0 IGH step-through in medium from specialized.com using Klarna.
- An unauthorized cancellation of the order occurs. (Details later)
- The Klarna financing is cancelled.
- The bike arrives at my local bike shop.
- Specialized offers no other solution but ordering another bike.
- All Vados my size and type (or any type) are out of stock.
- I suggest ordering another bike and doing an immediate swap (not accepted).
- A non step through version becomes available in my size. Order is attempted.
- Klarna will not approve the purchase because of the recent cancellation.
- Try to order a bike from another manufacturer and Klarna declined there as well.
Your unauthorized cancellation of my order has now lead to me being unable to purchase any product from you under the same conditions.
That’s not the end of it. I can’t use Klarna with any competitor of yours either. So, better put, your unauthorized purchase cancellation has affected not only my ability to buy your product, but also those of your competitors. It has affected my buying power in general.
What I want is to buy this bike under the original terms. But what has occurred here is terrifying from a security & privacy perspective.
The best solution I have been offered is that I can buy the bike from my dealer as a final sale, where I can’t test ride it and I have to bring my own interest bearing financing or pay cash. This is in stark contrast from a 30 day test drive with the possibility of exchange or return and 0% financing.
How did this happen? Due to some miscommunication (and I share some fault in this), my bike shop triggered the cancelation. I do not believe the bike store is at fault. Under the previous model where bike stores own the transaction with the customer, this would be the expected experience. Under the direct to consumer model specialized has now adopted, and I took advantage of for this order, this has become a liability.
In a direct to consumer environment, no one but the customer should have the authority to approve an order cancellation. By not validating the cancellation request directly with the customer you have opened a serious security concern.
Is there a legal, enforceable issue here? Maybe. Maybe not. That is not the point of this letter. I have zero interest in the legal aspects of this. And I am sure your lawyers will point to many different clauses in your terms and conditions that protect you from this situation. Again, not the point.
This is essentially the same situation as identity theft. You allowed someone posing as me to make changes to our shared agreement without authorization. And those changes resulted in a change in my credit availability.
Here is what I am sure about: If you truly want to be a Rider first company, the above experience is absolutely unacceptable.
I am happy to show tolerance and support for the company that truly wants to change and be the best for their customers. If that is you, by all means, reach out, and let’s solve this issue not just for me but for future riders. Your direct to consumer reputation is obviously on shaky ground. Look at any consumer reporting site like the Better Business Bureau or TrustPilot. You have work to do here. Let myself and other customers help you get that right.
If that isn’t you, I would like our relationship to end here. I am hoping it is the former for those that love your products or want to love your products.
Thank you for your time and consideration.
Sincerely yours,
Derrek Leute
