[Resolved] BEWARE - SPECIALIZED Full Return Policy not as advertised

[GuruUno]

For those who wish to get up to speed, there are a few posts by myself that explain in detail my dissatisfaction with the new 2022 Vado 5.0 IGH that you can reference on this form if you'd like to know specifics that relate to THIS posting.
Well, 2 Vado IGH's were ordered on the Specialized website, one on 3/12/22 and the other on 3/14/22. They were sent to Hilltop Bicycles in Madison NJ for assembly and assigned a pickup date of 3/25/22.
Both were returned on 4/13/22 because of multiple motor errors and other performance issues (detailed in my previous postings).
With the help of Hilltop manager(s) they assisted with the return process.
They were unsure, uncertain, and had no process to follow, as they were just a bike shop that I chose to have them sent to as referenced previously.
I was assured that there would be no problem getting them refunded. My bike had maybe 150 miles, my wife's, she never rode it and was returned as delivered.
Multiple (more than 6) calls were attempted with no response from Rider Care, and several e-mails were ignored to validate the return process, review expectations, as well as to have a complete comprehension of the process.
The manager of the LBS assured me there would be no issue.
Finally, after a lot of involvement and assistance, I did get a reply from Rider Care:
"Take the bikes in to have the return process started. We don't have a formal document of the return, but if you like Paul can provide the first page of the return forms that has your information on it, as proof of dropping them off."
Ride on!
Mitch | Turbo Tech Support Specialist | Specialized Bicycle Components |
Great. Dropped them off, provided all relevant info as requested, made all those calls and e-mails, and after almost a week we got this today:

SORRY, YOUR RETURN CANNOT BE COMPLETED
Your return for order #US-000xxxxxx does not meet our Return Merchandise Authorization criteria and cannot be completed.  If you have any questions, feel free to contact our Rider Care Team at [email protected]  and review our RETURN POLICIES  for more details. 
If you returned items from multiple orders, please expect a separate email concerning those orders.

The return policy is:

Full Return Policy

support.specialized.com

The bikes meet the full requirements as set forth in that policy and were validated at the time of the return.
OK, here we go again with no calls returned (my expectation)....so the CC dispute begins.
Just sharing the experience so those who may (or may not) be considering a purchase from Specialized are aware of what may lie ahead.

Like I said in past postings, I'm still a firm believer in the product, just not the ability of the customer service or the company. Sad.

 

[Nonlinear]

We get it, you are satisfied with nothing and you complain about everything. We've all read thread after thread of you complaining about bike manufacturers for years. I don't think anyone really wants to read your dribble any longer. At least you could keep it all contained to a single thread...

 

[GuruUno]

We get it, you are satisfied with nothing and you complain about everything. We've all read thread after thread of you shitting on bike manufacturers for years. I don't think anyone really wants to read your dribble any longer. At least you could keep it all contained to a single thread...

Let's see....keep an eye on the posts, especially the "reads". I'm certain the appreciative ones will thank me at the end of the day.
By the way, did you see the crappy silver paint job on the Como SL? It is in no way parallel to the Vado SL silver.
I can post all the things that some may appreciate and thank me for. Some, such as yourself, may feel entirely comfortable reading nothing but positive aspects of a product. I too enjoy feeling good about my experiences of past purchases and have expressed them. However, it ain't all peaches and cream.
I look forward to sharing my continuing experiences with other members and hope that you find benefit in them.

 

[GuruUno]

Oh, it isn't only me. Read and be aware.

Specialized Bicycle Components | Complaints | Better Business Bureau® Profile

View customer complaints of Specialized Bicycle Components, BBB helps resolve disputes with the services or products a business provides.

www.bbb.org

Amazing, such great products but horrendous support from the manufacturer.
I'd guess that you really, really, really have to depend on a good solid, lasting relationship with a reputable bike shop.
And, as we all know, it's a difficult thing to find in certain parts of the country.

 

[GuruUno]

BBB Investigation Results​

The BBB opened an investigation on this firm due to the amount of inquiries we have received. According to BBB files, consumers allege not receiving the purchases they paid for. Furthermore, consumers allege being unable to receive a response from customer service representatives regarding warranty/RMA requests. On April 16 and May 5, 2021 the BBB contacted the company in regards to our concerns about the amount and pattern of complaints we have received, unfortunately, the BBB did not receive a response.
I feel better that I know it's not only me.

Overview of BBB Ratings

Overview of BBB Ratings for Specialized Bicycle Components​

---

Reasons for Rating​

FBBB rating
Specialized Bicycle Components

• Failure to respond to 17 complaints filed against business.
• Business has failed to resolve underlying cause(s) of a pattern of complaints.

About BBB Ratings​

BBB ratings represent the BBB's opinion of how the business is likely to interact with its customers. The BBB rating is based on information BBB is able to obtain about the business, including complaints received from the public. BBB seeks and uses information directly from businesses and from public data sources

BBB assigns ratings from A+ (highest) to F (lowest). In some cases, BBB will not rate the business (indicated by an NR, or "No Rating") for reasons that include insufficient information about a business or ongoing review/update of the business’s file

BBB Business Profiles generally explain the most significant factors that raise or lower a business’s rating

BBB ratings are not a guarantee of a business’s reliability or performance. BBB recommends that consumers consider a business’s BBB rating in addition to all other available information about the business

 

[rich c]

We get it, you are satisfied with nothing and you complain about everything. We've all read thread after thread of you shitting on bike manufacturers for years. I don't think anyone really wants to read your dribble any longer. At least you could keep it all contained to a single thread...

It's an easy fix, just hit the ignore button on any member.

 

[Nubnub]

For those who wish to get up to speed, there are a few posts by myself that explain in detail my dissatisfaction with the new 2022 Vado 5.0 IGH that you can reference on this form if you'd like to know specifics that relate to THIS posting.
Well, 2 Vado IGH's were ordered on the Specialized website, one on 3/12/22 and the other on 3/14/22. They were sent to Hilltop Bicycles in Madison NJ for assembly and assigned a pickup date of 3/25/22.
Both were returned on 4/13/22 because of multiple motor errors and other performance issues (detailed in my previous postings).
With the help of Hilltop manager(s) they assisted with the return process.
They were unsure, uncertain, and had no process to follow, as they were just a bike shop that I chose to have them sent to as referenced previously.
I was assured that there would be no problem getting them refunded. My bike had maybe 150 miles, my wife's, she never rode it and was returned as delivered.
Multiple (more than 6) calls were attempted with no response from Rider Care, and several e-mails were ignored to validate the return process, review expectations, as well as to have a complete comprehension of the process.
The manager of the LBS assured me there would be no issue.
Finally, after a lot of involvement and assistance, I did get a reply from Rider Care:
"Take the bikes in to have the return process started. We don't have a formal document of the return, but if you like Paul can provide the first page of the return forms that has your information on it, as proof of dropping them off."
Ride on!
Mitch | Turbo Tech Support Specialist | Specialized Bicycle Components |
Great. Dropped them off, provided all relevant info as requested, made all those calls and e-mails, and after almost a week we got this today:

SORRY, YOUR RETURN CANNOT BE COMPLETED
Your return for order #US-000xxxxxx does not meet our Return Merchandise Authorization criteria and cannot be completed.  If you have any questions, feel free to contact our Rider Care Team at [email protected]  and review our RETURN POLICIES  for more details. 
If you returned items from multiple orders, please expect a separate email concerning those orders.

The return policy is:

Full Return Policy

support.specialized.com

The bikes meet the full requirements as set forth in that policy and were validated at the time of the return.
OK, here we go again with no calls returned (my expectation)....so the CC dispute begins.
Just sharing the experience so those who may (or may not) be considering a purchase from Specialized are aware of what may lie ahead.

Like I said in past postings, I'm still a firm believer in the product, just not the ability of the customer service or the company. Sad.

It will be interesting to hear what the reason is for refusing the return. Likely they either nitpick the "undamaged" and/or claim what was returned was incomplete.

Since they linked to that support policy page - I guess that is what they have to abide by now. When I ordered my bike for lbs pickup, the 30 day return used did not include bikes. Bikes were covered for return in 15 days only if unused. The satisfaction guarantee link to this policy was on the web page to shop for bikes - I don't see it anymore but I can find the original 15 day policy I saw @ https://www.specialized.com/mk/en/faq#:~:text=If you purchased a bike,or [email protected]. It's also possible whoever is processing your rma was following this policy as you would be denied based on used and > 15 days.

 

[Calcoaster]

It will be interesting to hear what the reason is for refusing the return. Likely they either nitpick the "undamaged" and/or claim what was returned was incomplete.

Since they linked to that support policy page - I guess that is what they have to abide by now. When I ordered my bike for lbs pickup, the 30 day return used did not include bikes. Bikes were covered for return in 15 days only if unused. The satisfaction guarantee link to this policy was on the web page to shop for bikes - I don't see it anymore but I can find the original 15 day policy I saw @ https://www.specialized.com/mk/en/faq#:~:text=If you purchased a bike,or [email protected]. It's also possible whoever is processing your rma was following this policy as you would be denied based on used and > 15 days.

Months ago I read several versions of the specialized return policy and understand that returned items have to be unused and in their original packaging to qualify for a refund, and the refund doesn’t apply to bikes. I think bikes can be returned but only for store credit. Since the O.P’s bike was defective it sure seems like specialized has to make good on it. I’m not sure how his second bike fits the return policy. At the least, it seems like he qualifies for one replacement bike and one return-for-credit. I’d say keep trying to get the bike store to help with the process.

 

[Stefan Mikes]

That's the "free testing" for you.
The defective e-bike would be either repaired or replaced, which option Guru didn't choose. It is hard to understand how the other good but already used e-bike could be returned.

I can also remember Guru's proposition of a class action against Trek because he didn't like the behaviour of a standard shifter on the bike.

 

[GuruUno]

That's the "free testing" for you.
The defective e-bike would be either repaired or replaced, which option Guru didn't choose. It is hard to understand how the other good but already used e-bike could be returned.

I can also remember Guru's proposition of a class action against Trek because he didn't like the behaviour of a standard shifter on the bike.

But do remember, Trek settled by buying me out...so the key is persistence. I like the company (Trek), but not the bikes. Re: Specialized, I like the bikes but not the company.
And also remember, Specialized gave a choice to deliver to LBS of choice or your home. It's a clusterfuxxx, that's all I can say.

 

[Stefan Mikes]

or your home

By the LBS ("white glove delivery").
If you buy a brand new car, can you get a refund after you drove the car for 300 miles and now you don't like the car? Tell me.

 

[GuruUno]

Some exist. But this matter is specific to 1-2-3 strikes you're out (motor error, bike dying, etc.) and performance-related as to advertised "automatic" shifting.
So with defects, yes, in the US many states have a "Lemon Law".
See: https://en.wikipedia.org/wiki/Lemon_law

 

[Stefan Mikes]

But this matter is specific to 1-2-3 strikes you're out (motor error, bike dying, etc.) and performance-related as to advertised "automatic" shifting.

If your new car broke, you would be offered a warranty repair. Specialized certainly offered you a repair. In severe cases, the company replaces your faulty e-bike. However, you wanted to return the faulty e-bike, and also another (used) one. I don't think either e-bike qualifies for a return.

 

[GuruUno]

To be continued.......

 

[Stefan Mikes]

Ah, go to court.

 

[GuruUno]

Unfortunately only arbitrator no court. Years.

 

[gpburdell]

SORRY, YOUR RETURN CANNOT BE COMPLETED
Your return for order #US-000xxxxxx does not meet our Return Merchandise Authorization criteria and cannot be completed.  If you have any questions, feel free to contact our Rider Care Team at [email protected]  and review our RETURN POLICIES  for more details. 
If you returned items from multiple orders, please expect a separate email concerning those orders.

The return policy is:

Full Return Policy

support.specialized.com

It'll be interesting to learn which part of "Used but undamaged equipment, apparel, bikes, or bike frames can be returned within 30 days for store credit" they think doesn't apply?



Source: https://support.specialized.com/usa/en/ordering-shipping-returns/return

 

[kahn]

If your new car broke, you would be offered a warranty repair. Specialized certainly offered you a repair. In severe cases, the company replaces your faulty e-bike. However, you wanted to return the faulty e-bike, and also another (used) one. I don't think either e-bike qualifies for a return.

Well, actually, my nephew got a brand new Audi after his would spontaneously brake while driving LA freeways. It happened about half a dozen times and they could not figure out what was wrong. He would have his toddler son with him and it was dangerous. Brand new, one year newer model - NO COST.

 

[Slorider]

I would like to know the reason Specialized gave for rejecting the return. I noticed the OP left this out. I feel like we’re getting part of the story but a huge chunk of the story is missing. I’ve dealt with some terrible customer service so I can understand having to deal with terrible RMA service

 

[GuruUno]

Well, I'll gladly share that as it becomes available to me.
Remember, they do not answer my calls.
They do not reply to all of my e-mails.
So, I will definitely share once I know THEIR reason.