Specialized has addressed their problems

[GuruUno]

Just got off the phone with Kara at Rider Care.
As of yesterday, they implemented a new support/phone system, due to the massive numbers of unanswered calls and complaints about the non-responsiveness of the "old" system.
They have resolved the full RMA/refund for my 2 IGH bikes, and she indicates that they have hired a large number of new representatives to handle the unanticipated flow of new customers and that they are moving in a direction to have their dealers and customers have a better understanding of the direct to consumer model.
So, for all intents and purposes, I do not want to take any credit for the 'New and Improved' Rider Care and all associations to the anticipated better experience, I just want it to be known that possibly I was an additional push to make them aware that something was lacking and needed improvement.
Moving forward, I hope that the experience of being a Specialized customer will continue to be rewarding, I hope I never have to go to the extremes of what I had to endure to achieve the end result of satisfaction.
I look forward to sharing my experiences with fellow members of this forum and hope that all involved have the same level of response and satisfaction with the products.
Things do get better if you complain loud enough. You get heard.
AND, I must give accolades to the managers Tyler and Paul at Hilltop for their assistance, patience, and never-ending support.
Without them, it would have been much, much more diffiult.

 

[Stefan Mikes]

I suggest you better find another brand because you have already bashed Specialized in two different threads that will remain in the Forums, not forgetting your "Class Action" against Trek.

 

[GuruUno]

So what! Bashing achieved the end result. Modification of behavior. Changes in the policy. All for the better.
I do what I do to get results. Results are the change to improve the experience.
You do what you do, I do what I do, and the bottom line is I made a difference, for the better.
And if I did nothing? And if I did not push? And if I did not complain?
I can give a trillion examples in the real world of how change is achieved.

 

[Stefan Mikes]

Guru. Enough is enough.
Unless you change the titles of your threads in which you were talking bad on Specialized, you won't hear from me anymore.
Do you suffer a superiority complex? King Guru I changed the Specialized policies? No, you are not that important. Specialized has realized they had to improve their services. It took time because nothing can be done immediately.

 

[GuruUno]

Give credit where due.
Enough said.

 

[BlackHand]

I'm glad it is getting resolved for you and hope the new bikes suit you better.

Why would you start another thread though, and force everyone to follow your breadcrumbs to figure out the problem(s) and the resolution?

At least be courteous enough to link your resolution in the other threads you've already started about this.

 

[GuruUno]

I'll attempt to do so in the next few days to combine to make it easier to follow.

 

[BlackHand]

Thank you!

I'll attempt to do so in the next few days to combine to make it easier to follow.

 

[Mike_V]

I'll attempt to do so in the next few days to combine to make it easier to follow.

Resolution Whine Remixed:
HE highlights himself HERE's a checklist as he recovers

Wow. Such respect. At 70 years old, owning 75 cars, trucks, motorcycles, RVs, bikes, e-bikes, houses, etc., etc., and being a business owner whose customers ALWAYS demand the utmost workmanship, RESPONSE TO CALLS, and professional courtesy, I can only say that I am a bit disappointed with Stefan & Alaskan's negative opinion to my plight. I am not looking for your acceptance. I am only sharing my experiences to alert potential persons who may be considering the acquisition of said products. That's it. I am doing only what MY customers expected of ME for MY services and goods. I think as an educated consumer I have the right to express my concerns and share my experiences, but not to be negatively assessed for doing so.
Think long, think hard about everything you acquire, commit to or consider in your life. Are you going to be the stupid one who complains when things go awry? It will be your own fault for not opening your mouth.
Again, I'm only sharing my frustrations so others may benefit and be alerted to the items I had issues with. It may benefit them at some point or make them more cautious about listening to the double-talking BS of the salesman (who just wants to make a sale).
I'm sorry that my expressions of dissatisfaction may negatively impact your opinion of me. I'm very, very happy with myself. And, my customers LOVE me. They all ask, what will happen if you retire or are not available? And I sympathize. It is very, very difficult to clone and create a mirror image of a perfectionist.
I recently sold my 2021 Turb Vado 5.0 with over 5,000 miles. The very best bike I've owned. I still have my Vado 5.0 SL and enjoy it daily. I'm still on the fence as to which Specialized to acquire for my next bike. So test, try, share and find the next best bike is what I'm trying to do.
Defective, unacceptable, disappointed, not as advertised bikes are returned. Additional bike for testing is being searched for. The cost of doing business. At least it's still a Specialized. Also, I don't make the rules. This is the "new" Direct-to-consumer process. Buy online, ship to store. Return if not as expected to the LBS initially in receipt of the shipped bike.
I love the bikes, I wish to have no other, BUT.......how on EARTH can the company (Specialized) continue to NEVER answer the phone (Rider Care) (almost never)?
Regardless of the issue, problem, question, concern, pre-sales, complaint, accolade, anything....they almost NEVER EVER answer the phone OR return calls. (for me anyway).
I'm sure anyone who wishes to can peruse these forums to review any prior items of discussion that have taken place here which outline items of concern that relate to the ongoing inability of "Rider Care" to use any/all excuses to validate their inability to conduct business in a normal fashion.
Specialized RiderCare ‭(877) 808-8154‬
The everyday same old same old: https://www.dropbox.com/s/cl8lyblhcfihtdh/Rider I Don't Care Way of Doing Business.mp3?dl=0
Call them, share YOUR experience, then tell me YOUR fear.
So we only rely on the local bike shop to assist us and if ever (uggggh) there is any question that you want to ask of the manufacturer, you are faced with a no response?
Thank you for contacting support. Case #xxxxxx has been created. Our team will be in contact as quickly as possible - currently, our responses are delayed due to unprecedented demand, and we'll do our best to get to you ASAP. Those messages are 'auto-generated' when using the online process.....have several, zero replies. (6 days???). Forgert the phone, it always goes to voicemail.

Most in these forums have yet to experience any difficulty using the newly integrated "direct to consumer" purchase via making the purchase on the Specialized website. The keyword here is "difficulty". I can attest to the fact that the LBS where the bikes were shipped to and unboxed were befuddled as to how to proceed, as they stated they have never had to return a bike ordered by a consumer who did not use them (the local bike shop) to make the original purchase.

But, my point is not clearly understood. IF Rider Care exists for the sole purpose of being there to assist the 'Rider', and they don't reply, answer or interact with the consumer, why then does it even exist?
I may have in the past shared my previous experience with Trek headquarters.....and it's like day and night. Even if the call goes to voicemail, they call back, usually the first day. E-mail is responded to the same day.

The reality is the bikes were returned last Thursday and there has been no communication as to the outcome of the situation. My wife took a Como SL for a ride and we are awaiting a Como 5 that is incoming to use for comparison. The fact is we'll be getting another bike, but Specialized is already hanging on to $12,000 (the cost of the 2 IGH bikes).

Having been in similar situations with other products in life, I'm sure that answers and actions will occur in a more professional manner (aka acceptable time frame to respond to inquiries) if I initate a dispute with the credit card company. Having utilized that process in the past, I can say 99.99% of the time it wakes up the person who is lacking in customwer support skills. Just saying.

So, my Vado 5.0 SL is not even a year old and the ultimate purchase of a new Como for my wife puts me in the position of having to rely only on the abilities of the LBS.

My point is, has been and continues to be, if Rider Care exists, why do they?

 

[Deacon Blues]

The internet is a tough place to voice your complaints. Kinda like a nicer Twitter, but not by much. GuroUno, I hope it all works out for you.
Stephan, I enjoy your posts and if I met you in the real world I'd probably enjoying going for a bike ride and beer with you, but sometimes you're a bit over the top with your love for Specialized.

Having said that, I owned a Diverge Carbon road bike for 5 years and loved it and came very close to buying a Creo aluminum (the dealer in Canada couldn't order a frame in red, which I really wanted).
No bike company is perfect and I Specialized to no exception.

 

[Stefan Mikes]

but sometimes you're a bit over the top with your love for Specialized.

It is hard to forget these antics:

Enough is enough, is it time to begin a Class Action or other legal action for Allant owners?

Every day, I read more. Another story of woe. Another Allant owner with an issue. I truly think this bike was not well thought out before its release. Given the amount of Allant owners just here, on this forum, posting their issues and so forth should be more than enough to begin some sort of...

electricbikereview.com

Allant+ 9.9S Trigger Shifter-Ongoing, unresolved..NOW, somewhat resolved

I previously posted within another discussion my ongoing dissatisfaction with the amount of effort to 'push' the trigger shifter on the new Allant+ 9.9S. Back when the bike was at the NYC Trek store and I made a special trip to test it out before the commitment to acquire it, I did notice the...

electricbikereview.com

There were more. A reasonable person tries to resolve the issue. Some people, however, are pettifoggers. Two threads devoted to bashing Specialized following several other devoted to bashing Trek are too many for my taste. Shudder to think Guru might have ordered Riese & Muller e-bikes.

 

[GuruUno]

Shudder to think Guru might have ordered Riese & Muller e-bikes.
Hey Stefan, that's an idea!

 

[GuruUno]

I wish I had done 'YouTube' videos to validate my previous Trek nightmares.
Without a doubt, the Allant 9.9S was the absolute worst bike I've ever owned, period.
Plagued with issue after issue. My Trek Super Commuter was a good bike, but with 2 failed motors, 1 at 2,500, the other around 5,000, and a complete replacement of the bike with a new Super Commuter, I stayed true to Trek and got the Allant 9.9S, as I always look to keep bleeding edge, latest and greatest.
I jumped ship after the disappointments with Trek to come to Specialized and am overly joyed. I got my 2020/2021 Vado 5.0 about 21 months ago, put about 5,200 miles on it, enjoyed it thoroughly, and just sold it. A fantastic bike.
Why? To get a new Specialized. I thought the Vado IGH was the ticket, but it is not perfected, so it went back. (my analysis, testing, real-world experiences, not to mention 3 failures of the motor just crapping out with no resolve).
Next will be the Como 5.0 non-IGH. Hopefully, it'll work out and I'll be content to have it as a 2nd bike, as I still have the Vado 5.0 SL. My wife will be the guinea pig and we'll try hers out for a few weeks before I make that decision. She liked the Como SL, but it lacks the sophistication of the Como 5.0 (non-SL), and by the time you put the rack, remove the basket, possibly the front suspension, it comes close to the cost of a Como 5.0. She really liked the smoothness and quietness of the carbon belt drive and the ease of shifting the Shimano hub. Again, she as well as I will need to compare that test ride to a Como 5.0 before choosing.
I've had minimal items of concern with either of the Vado's I have had and really don't see any reason to go to Yamaha, Gazelle, Moustache, Ries & Mueller, as I have said, I'm overly happy with MOST all of what Specialized has to offer.
So in summary, to those who may think I'm the complainer, I am. I refuse to accept sub-standard workmanship or broken promises of the advertised or expected performance and use of any product, e-bike included.
I am very certain that there are many like myself out there. It's just that most of the ones who keep their mouths shut and accept the excuses most likely don't have the desire or patience to get what is due them, regardless of item purchase.
These threads could go on and on forever with facts and opinions, but the reality is real-world experience is a tough one to beat.
For those who care or wish to get more background, read the threads on the Trek forum, it wasn't made up. They bought the bike back. Gave me every penny. Why? Gee, take a look at a few of the participants there who are thrilled with their Allant 9.9S's, after suffering rear hub failures, battery locks misaligned, on and on and on.
I can't make up these stories. You have to want to read about it to know and get the big picture, just like here in the Specialized forum.
Hopefully, those who are aware of specific things that are potential issues are alerted to know prior to making a purchase, and/or have this type of info is helpful to troubleshoot.
I think the key point is that a company like Specialized as well as Trek should really look hard at these community forums and use some of the information as feedback to improve their products.
We all know that after what Stefan calls my "bashing", Specialize miraculously changed their Rider Care calling and e-mail procedure as of this morning. That speaks monumental change for the better.
Specialized has informed me that they are working very hard to get caught up with the backlog of past issues and I can attest that one more time today, after being on hold for about 20 minutes, I did get to chat with someone regarding a question. They answer the phone. They answer e-mails. The system works, now. It did not before.
Thanks for taking the time to read my Reader Digest condensed version of this ongoing discussion.

 

[DavidRvR]

It is hard to forget these antics:

Enough is enough, is it time to begin a Class Action or other legal action for Allant owners?

Every day, I read more. Another story of woe. Another Allant owner with an issue. I truly think this bike was not well thought out before its release. Given the amount of Allant owners just here, on this forum, posting their issues and so forth should be more than enough to begin some sort of...

electricbikereview.com

Allant+ 9.9S Trigger Shifter-Ongoing, unresolved..NOW, somewhat resolved

I previously posted within another discussion my ongoing dissatisfaction with the amount of effort to 'push' the trigger shifter on the new Allant+ 9.9S. Back when the bike was at the NYC Trek store and I made a special trip to test it out before the commitment to acquire it, I did notice the...

electricbikereview.com

There were more. A reasonable person tries to resolve the issue. Some people, however, are pettifoggers. Two threads devoted to bashing Specialized following several other devoted to bashing Trek are too many for my taste. Shudder to think Guru might have ordered Riese & Muller e-bikes.

Whats the problem if they are all true?

 

[GuruUno]

Whats the problem if they are all true?

What would I gain of what benefit would be had by anyone if I lied? Lying would only discredit me. I speak the truth from my firsthand real-world experience and I share it hoping for a resolution or correction. Simple.

 

[GuruUno]

Sad. The reality is (never shared in detail) that as a full-service home improvement contractor for 20 years, it was expected of me to perform to the letter the specifications as set forth by common building practices, manufacturers recommended installation procedures, architects, and so forth. Any deviation, I would not get paid. Bad workmanship and then do it over, bad product, get the factory rep out and authorize new materials to replace deficient materials. It did not happen often, but the point is, you had to install it right or the warranty was void. In addition to selling my company's reputation, it's also doing it right generated more sales.
The same scenario with the current industry I'm in, IT Network Engineer/Support (24x7) for almost 30 years. If I can't fix it or make it work, I rely on manufacturers to provide solutions if I am faced with a known difficulty requiring a workaround. Billions of examples.
The point I'm trying to make is you do a good job, you build a good Data Center, you hire competent professionals to work with you and the business is successful.
That's the way I run my life and business and it is my very same expectation for the ones I hire to supply goods or services. Right down to the eggs are overcooked when requested soft, or the tuna on rye toast and it comes back on white untoasted bread.
I'll end this blurb with a short story I was told back in the '80s while still doing construction. I had a client who built banks. Think about it, build a bank. He also built churches. Think about that. No small feat. Anyway, he asked me to help one of his clients who lived in New Vernon with solving a water problem. The cost was never a problem or discussed. I was told to rectify the problem, did so, and submitted the bill. It was in line with a high-cost bill, but nonetheless, it wasn't the 2 workers you pick up at Home Depot and pay $100 a day to do work. All skilled tradesmen to remediate a problem.
The key point I was told by the General Contractor is that there are many types of customers. He said the customers you want to work for are called "CARRIAGE TRADE". He explained that in the days of horse and buggies the ones who could afford that type of transportation were usually well of and live a comfortable life. They demanded perfection in every aspect of everything in their life. And THOSE are the customers I wanted. Top dollar, top products to work with, impeccable craftsmanship, and tremendous referrals.

This is how I built my personality to interact with vendors and customers, I ask all the relevant questions, do my homework, and make them aware of issues if they happen.
I have been asked to be an advocate for many, many persons I support, and it's not an easy thing to just say, "sure". It takes a lot of time, energy, and frustration.

So that is me. The GurUno. The #1 person who gets shixxx done. I ain't tootin' my horn, I'm just giving some of those who may think less of me for being such a persistent PIA to think long and hard about how to make the world better.

Apply the same principles to almost everything, your life is full, rich, enjoyable, and you don't have e-bikes that are non-performers.

 

[tomjasz]

Just saying.

Jeebus move on.

 

[Stefan Mikes]

Whats the problem if they are all true?

Did you own a Trek Allant+ 9.9s or Specialized Turbo Vado 5.0 IGH to say it is true? Because there are users in this Forums riding these e-bikes to their satisfaction.

I will succinctly say the things that work for other people for some reason do not work for Guru. Many people experience issues with their expensive e-bikes but patiently work with the brand based on the warranty and eventually get their issues solved.

I mentioned Riese & Muller not without a reason. The expensive German e-bikes seem to have many design peculiarities ot glitches. Despite of the issues, the R&M community on EBR Forums is one of the strongest. I fancied Guru buying an R&M e-bike directly from Germany. And I can see him watching the paint flaking from a brand new frame (for instance). Guru grabs his phone and calls Mühltal. Then new threads full of spite appear on EBR Forums and... voila! Riese & Muller suddenly become a dream company. Because Guru called them and made hell on EBR Forums!

Believing Specialized improved their Rider Care because of the action of Guru is one of the funniest things I learned here.

 

[GuruUno]

Did you own a Trek Allant+ 9.9s or Specialized Turbo Vado 5.0 IGH to say it is true? Because there are users in this Forums riding these e-bikes to their satisfaction.

I will succinctly say the things that work for other people for some reason do not work for Guru. Many people experience issues with their expensive e-bikes but patiently work with the brand based on the warranty and eventually get their issues solved.

I mentioned Riese & Muller not without a reason. The expensive German e-bikes seem to have many design peculiarities ot glitches. Despite of the issues, the R&M community on EBR Forums is one of the strongest. I fancied Guru buying an R&M e-bike directly from Germany. And I can see him watching the paint flaking from a brand new frame (for instance). Guru grabs his phone and calls Mühltal. Then new threads full of spite appear on EBR Forums and... voila! Riese & Muller suddenly become a dream company. Because Guru called them and made hell on EBR Forums!

Believing Specialized improved their Rider Care because of the action of Guru is one of the funniest things I learned here.

Absolutely. Ignorance is bliss. Stupidity is rampant. ALL the facts and occurrences referenced point to horrendous support prior to me pushing the envelope.
Don't need to rehash, the facts are the facts. They have been documented and laid out for those to digest who wish to.
Kery is hopefully, moving forward, the company will improve.
And, that they address their "F" BBB rating.
Come on, really?

 

[Mike_V]

Hilltop ? Kim's ?
His famous last words ( scary )before the next drama.
The Champion skinflint Keystroking braggart in ' action.'

"I'm going to go over the bike tomorrow, as it's a rainy day here all day.
A few comments.
Although the bike is nice, I'm not particularly thrilled about the interaction from the staff as far as reviewing the bike, not having the battery charged, not having the serial number sticker placed on the last page of the book, assigning each set of keys to the correct bike, etc.
I've watched many of these bike shops get the box, open the box, take the bike out of the box, put the front wheel on, set the handlebars on the stem, install the seat and, they are done for all intents and purposes.
I got the feeling that by choosing HILLTOP Bicycles (whose all 7 stores are owned by Specialized) my "experience" would be of a higher degree than my past interactions with Kims in New Brunswick.
Don't get me wrong, Kim's does it the same way, wham, bam, out the door, but there was communication, REVIEW, ETC, AND THE BATTERY WAS FULLY CHARGED upon picking up my previous 2 Vados at Kim's.
I MADE MY CHOICE TO USE HILLTOP SPECIFICALLY FOR THE anticipation of an "ADDED VALUE" OF DEALING WITH A "COMPANY STORE" and not the previous independent LBS. (even though I could have saved 50% of NJ sales tax by using Kims, as he is in an 'economic recovery zone' which offers businesses to sell at 1/2 the sales tax to promote more sales. But I thought the "experience" would have been better. So I could have saved1/2 of $367.69 on each bike if I did not use the 'Company Store'.
My stupidity, or maybe my "test"
In the long run, hopefully, I'll have minimal problems that will be addressed by any bike shop if needed but I thought it would be helpful to post this frustrating experience.
Finally, that damn stupid "Rider Care" phone, do you think that someone someday may actually answer it or reply to messages? Scary crap."