[UN-RESOLVED, Again!] Specialized "Rider - I Don't Care" Support is non-existent, what is YOUR experience? (poll) (NEW SYSTEM IN PLACE 4-21-22)

[GuruUno]

I'm putting this comment at the beginning of this thread, simply because the same old shxt is occurring all over again. They obviously lied and spent a lot of BS to make it seem like they were helping, but since the original posting of this comment/thread, I had to call Rider Care a few times, and all were over 30 minute hold times and now most recently after a 30-minute hold, they say, sorry we are busy, call back another time, not even an opportunity to leave a message, etc.
Regardless of the purpose of my inquiry, call, or other reasons, their support still sucks. (again, MY opinion).
I just pray and hope I never have to have any major/serious problems.

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?

 

[ColeWorld]

I bought my first Specialized bike a couple weeks ago - a Vado 5.0 IGH. I also bought a Mode helmet but never received the helmet. Same experience as you - impossible to contact them. I opened multiple tickets online and called daily and couldn't get a response for a week. I started leaving 1-star reviews where I could think of, including Google. They finally got back to me via email, and when they did, they were able to resolve the issue and send me a new helmet.

It is crazy that a company selling $5k+ bikes has such terrible customer support. I love my bike but would think twice about buying from Specialized again. I'm not buying any of their accessories/gear specifically because of their support issues.

 

[mschwett]

i have had four interactions with rider care.

1) emailed them with a question about mission control and the garmin varia. they replied promptly.

2) emailed them to check the status of a pre-order. they did not reply.

3) called them to check status of same per-order, a super helpful guy answered right away and walked me through the status

4) called them to check again towards the end of the period stated, similar guy answered, got a more specific date.

definitely not good that they don't always answer emails, but i am not sure what @GuruUno means by saying they don't answer the phone. they answered right away both times i called. technical/maintenance/repair issues with bikes bought at authorized dealers are meant to be dealt with by the dealer, that's the model for most specialized bikes sold to date. if your Porsche had squeaking brakes would you call stuttgart?

 

[Surrey Tero]

Shortly after I bought my Tero 4 I emailed UK customer services to ask about tire sizes and had a reply same day.

They were pretty certain 2.6 would fit, but couldn’t be 100% certain.

I emailed them again a few days later to confirm that 2.6 tires did fit as they thought they would and had another reply thanking me.

 

[Stefan Mikes]

I do not care about the "Specialized Rider Care" as my Specialized Brand Store is more than willing to answer all my questions by phone and personally. If they happen not to know the answer, they are Specialized and get the answer from the next tier immediately.

A sad personal remark: Our GuruUno seems to be a malcontent. Yes he is a perfectionist but there is nothing perfect in this best of worlds. My experience with Specialized is they will always find a solution making their customer happy. (That's why I have standardized on Specialized). Only some patience is advised.

if your Porsche had squeaking brakes would you call stuttgart?

What he said.

 

[Stefan Mikes]

It is crazy that a company selling $5k+ bikes has such terrible customer support. I love my bike but would think twice about buying from Specialized again. I'm not buying any of their accessories/gear specifically because of their support issues.

Your Specialized LBS is the first tier of assistance & support. I work in a business based on a similar model. Our customers are to ask me not the software vendor. And I am on the line 24 hours a day in need.

@GuruUno: Your poll is faulty. It misses the third answer: "I do not need to use the Specialized Rider Care".

 

[Surrey Tero]

Your Specialized LBS is the first tier of assistance & support. I work in a business based on a similar model. Our customers are to ask me not the software vendor. And I am on the line 24 hours a day in need.

@GuruUno: Your poll is faulty. It misses the third answer: "I do not need to use the Specialized Rider Care".

I would chose the 3rd option

 

[gpburdell]

Haven't needed to call them, and they've answered my emailed questions. Last round took a few days to get a response but it wasn't a high priority and they acknowledged the dealy.

 

[GuruUno]

Your Specialized LBS is the first tier of assistance & support. I work in a business based on a similar model. Our customers are to ask me not the software vendor. And I am on the line 24 hours a day in need.

@GuruUno: Your poll is faulty. It misses the third answer: "I do not need to use the Specialized Rider Care".

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?

 

[Marci jo]

Haven’t had to use Rider Care. But my lbs is fabulous. They gave me a FREE upgrade from the old Blocks system to the new TCW(?) system. On an OLD out of warranty bike! Specialist reimbursed the shop for the cost.

Another thought; anytime I need to call a company for customer support I expect a long long wait. Makes no difference if it’s a computer company, cell phone company, doctor office, even a car manufacturer. I have learned to set aside a large block of time and to NOT expect results with only one call.

 

[Stefan Mikes]

They gave me a FREE upgrade from the old Blocks system to the new TCW(?)

I got it, too. That big headlight, too? The post-warranty free service can only be got from Specialized. They HAD promised the Mission Control compability and eventually made the promise happen. Vado 6.0 was designed as a Euro Speed Pedelec, and it took Specialized a pretty long time to make and type approve the upgrade kit.

But Guru must have things right now. He has already tried Trek.

Despite of introducing the online sales model, the LBS is the first tier of support. That's it.

 

[mschwett]

Haven’t had to use Rider Care. But my lbs is fabulous. They gave me a FREE upgrade from the old Blocks system to the new TCW(?) system. On an OLD out of warranty bike! Specialist reimbursed the shop for the cost.

Another thought; anytime I need to call a company for customer support I expect a long long wait. Makes no difference if it’s a computer company, cell phone company, doctor office, even a car manufacturer. I have learned to set aside a large block of time and to NOT expect results with only one call.

same, calling someone is the last resort for me, and i just do something else with the phone on speaker. i was honestly quite surprised when a nice guy from specialized answered almost right away. of course, i wouldn’t have had to call if they’d answered the email

 

[GuruUno]

i was honestly quite surprised when a nice guy from specialized answered almost right away

I had that experience once, and only once.

 

[Gee_Whiz]

I havent had to contact Ridecare to report any issues, just had a few questions about a prospective purchase and they dont answer repeated emails or phone calls. My experience with Trek is that they are very helpful and available. Their bikes just unfortunately arent as good.

 

[Marci jo]

I got it, too. That big headlight, too? The post-warranty free service can only be got from Specialized. They HAD promised the Mission Control compability and eventually made the promise happen. Vado 6.0 was designed as a Euro Speed Pedelec, and it took Specialized a pretty long time to make and type approve the upgrade kit.

yes, the big head light. If I turn it on max brightness I look like a train locomotive.

 

[Stefan Mikes]

yes, the big head light. If I turn it on max brightness I look like a train locomotive.

The current price of Supernova M99 Pro is EUR 380 (US$410) if available. The price was approaching US$500 two years ago. And we got that free under the warranty! (When I read Guru's complaints, I'm very sorry for him).

 

[Marci jo]

The current price of Supernova M99 Pro is EUR 380 (US$410) if available. The price was approaching US$500 two years ago. And we got that free under the warranty! (When I read Guru's complaints, I'm very sorry for him).

Yeah, that free upgrade still shocks me. I’m guessing it would have been over $1,000/€925 considering all the labor.

 

[Stefan Mikes]

Yeah, that free upgrade still shocks me. I’m guessing it would have been over $1,000/€925 considering all the labor.

And the new rack with integrated taillight, new horn button, new remote, a new display... I could see a video how to do the conversion, and I agree with your cost estimate.

 

[Onimaru]

The current price of Supernova M99 Pro is EUR 380 (US$410) if available. The price was approaching US$500 two years ago. And we got that free under the warranty! (When I read Guru's complaints, I'm very sorry for him).

Wait. Your free light was an M99? I’m jealous now. I’ve debated going that way on the Vado I just got but at the moment I don’t night ride enough to justify the spend but that light is amazing.

 

[Stefan Mikes]

Wait. Your free light was an M99? I’m jealous now. I’ve debated going that way on the Vado I just got but at the moment I don’t night ride enough to justify the spend but that light is amazing.

Yes, it was a long story!

My Vado 5.0 is MY 2017. Marci's is MY 2018 Vado 6.0. Both were designed as Euro Speed Pedelecs. It is 45 km/h in Europe and 28 mph in the USA. As the Euro L1e-B Type, the e-bike should be equipped with numerous safety features. Moreover, Specialized promised those e-bikes would work with Mission Control. However, the brand chose the wrong provider of displays (BLOKS). BLOKS could never make their system work as promised, and eventually filed for bankruptcy. Specialized was left with nothing.

Pretty early on, Specialized could deliver a new display by name of TCD-w, and the company introduced a programme to swap the BLOCKS for TCD-w free to any Vado/Como owner. It was easy with regular Vados and Comos but not with the 6.0!

An L1e-B has to be Type Approved (it is a moped in Europe). Moreover, the L1e-B law in Europe got more restrictive meanwhile. Specialized had not only to approve the conversion set but also provide the Type Approved (automotive) headlight. The choice was Supernova M99 Pro.

Onimaru, do not even try to buy & install the M99 Pro. It requires the Specialized 1.2s motor or Brose TF. The lamp works at higher voltage and the power draw in high beam mode is significant. The lamp provides automatic running day light or low-beam, and you switch the high beam with a button. (Another motor that supports the M99 Pro is the Bosch Performance Line Speed).