[Closed] Specialized Warranty Delay

I think it may have something to do with this pandemic thing we've all had going on.

Have you tried contacting Rider Care via email on the Specialized website?

Yeah, i've noticed that too, and might explain the 3 weeks to get Plush to look at the shock. It doesn't really explain the 6 weeks for parts tho. And the inability to get any response from Specialized. They're happy to take a few grand off me for the bike - so it would be great if I wasn't without bike for more than a quarter of the time i've had it.
As I said - just stupidly frustrated as getting out on it was keeping me sane.

Yes, but zero response. The numbers listed earlier in the forums just go through to a recorded message.

Kick off at the shop if you really want to, they’re the ones in charge of sorting you out. OTOH, timescales so far are in the annoying rather than unreasonable bracket

It doesn’t really explain the 6 weeks for parts tho

It does inasmuch as everything is delayed and the Ever Given thing won't have helped. I just waited three months for warranty parts, simply becuase the distributors didn't have any stock and had to wait for the replacements for arrive from the manufacturer. Perhaps the parts needed are in transit?

When did 3 weeks, plus 2-6 weeks come to 10+ weeks?

Does the LBS have a demo bike you can borrow? Any mates that can help you out?

Parts can’t be shouted into existence unfortunately, regardless of how expensive they are.

If the bike is still under warranty, go back to the shop and explain that the delay isn't really acceptable and see if they can give/lend you a shock from another bike in stock. I had a similar issue the a Stumpjumper several years ago and after a bit of discussion the shop agreed to it. A friend had the shock go on his Turbo Levo earlier this year and was told it would be several weeks to get it replaced/repaired and I suggest the same approach to him and the shop did it.

If they don't have a bike with the same shock in stock maybe they could lend you a demo bike while yours is being sorted? A good shop should lean over backwards to help a customer and keep them out on the trails, it won't always be a sellers market.....

Plush, in addition to doing Specialized warranty work, also do servicing and repair for any one who wants to use them.
It's their busiest time of the year as everyone is wanting service after the winter. Three weeks ago they were taking bookings via the website for today as I know someone who has one booked in for today.
If it was me I would be ringing Plush for an update from them. If you have the shock number and ask nicely without ranting you may get an answer.
Our X Fusion dropper packed in a couple of weeks ago on the Levo. I know where it is, and the turnround time, and when it's due back.
It's an odd size so the bike shop didn't have a spare, 34.9 X 170. Its not stopped us riding most days since.
I thought I'd bought a spare one from Pinkbike, paid for and told it would be posted next day but the seller then refunded the money and went quiet.
Good bike shop should be able to sort you out with a demo. Might not be what you want but it could get you on the trails

6 weeks? Pah!! I'll see your 6 weeks and raise you 4 months, which is how long I have been waiting for a replacement Roval rim under Specialized warranty. And there's still no sign of one.....
Fortunately the Specialized Concept Store from whom I bought the bike have lent me a spare wheel in the interim. Not the same quality but hey ho.

@susepic what’s it ride like when it’s working, was thinking of selling my occam to get one but with short supply that’ll be 2022.

I’d give the guys at plush/brink a call and ask for a shock loan or worst case buy a shock then sell after.

Parts can’t be shouted into existence unfortunately, regardless of how expensive they are.

Outside of Covid and ships getting stuck in the Suez, the parts support is laughable. Spesh enduros having pivot bolts failing when torqued to spec, no stock at the distributors, so having to order them from a machine shop in Australia.

Stock control isn't a difficult thing to manage, yet the cycling industry thinks that waiting weeks/months for parts for high value goods is acceptable.

Last month TF Tuned said there was a 5 month wait on the required spares for a Rockshox Super Deluxe I sent in for service.

It's all BS - the spares supply for RS has always been pretty woeful and that's largely down to the UK importer being cr*p but now of course with the 'rona it's abysmal. And now, you can't really buy parts from European shops either so it's even worse.

The OP's problem is Fox UK (Silverfish) just don't have the parts, I've been waiting on a service and tune for 3 months myself, but they can't do it because they haven't got the parts and have no idea when they will get them - it's all down to the 'rona, the bicycle user explosion, vacuum in the supply chain, even a shortage pf containers as they weren't getting returned last year etc. etc. I ended up buying a lower specced second hand shock because as least it performs better than the one needing a service! Figured I'll either keep it as a spare or re-sell it.

Just buy a used shock, sell it for about the same price in 8 weeks, you'll be on the trails by Friday

Just buy a used shock, sell it for about the same price in 8 weeks, you’ll be on the trails by Friday

^^ this. Loads of cheap shocks on ebay as people have upgraded. I did the same do I have a spare for when my good shock goes off for service.

As others have said, spare parts supply is like everything else in the industry right now, massive demand spike coupled with production backlogs last year when factories were on reduced capacity, now coupled with logistics fallout from the pandemic. Specialized UK staff will be working from home as all office staff should be right now, and they had a big fire at their UK offices a few weeks ago too. Sadly, a bit of a perfect storm scenario that nobody could have predicted or prevented.

I'd suggest definitely don't get aggy with the shop, service centre or Specialized, everyone's doing their best in a mad time. Turn up the charm dial to 11, ask **super nicely** if there's anything the shop can do to help you with a loan shock or loan bike, and I reckon you'll be golden.

i am coming up to month 4 of waiting for my replacement Norco Optic frame. Dates keep slipping every time i ask. All due to Covid (apparently).

Thankfully i have a mate who lends me a bike. I recently got so desperate to ride i ordered a Ragley hardtail. Thats also slipped a few weeks. Then i managed to get a Specialized Status out of Brink, which should be here in the next day or two. so finally something of my own to ride. Credit card has taken a battering.

But yeah, its massively frustrating and a bit poo.....

Last month TF Tuned said there was a 5 month wait on the required spares for a Rockshox Super Deluxe I sent in for service.

I dont get this. Theres bugger all in a shock service that you cant get off the shelf at a seal supplier. Surely somone who is specialising in this would have significant stocks?

Surely somone who is specialising in this would have significant stocks?

If all the service centres are seeing a spike in demand, then the stocks of parts at distributors will have taken a battering. Sadly, there's not a huge amount of common parts across ranges, so a service centre will have the right parts to meet forecasted workflow (or else they're tying up cash), and then the big demand jump has caught everyone out.

Even some of the big bearing suppliers that carry SKF bike seal kits as part of a "normal" SKF range have been battered for stock.

Talking of pivot bolts, I bust one on my NORCO (don't ask). Cannot get any communication at all from either EVANS (quelle surprise) nor Norco, so I'm hoping a Trek one will fit. That's on back order too. Luckily, Norco at least list all the sizes of bolts, bearings and spacers.

To be fair to Specialized they replaced my first shock on my Enduro pretty quickly.

And the second one.

The third one took a bit longer as I was trying to get them to actually do something about the problem, rather than the symptom. In the end I failed and they sent me a fourth shock.

That one lasted just under eighty km of light use. So I sent it back again and wrangled for a while for them to sort it properly.

After a few weeks they sent a fifth shock, Ohlins...

So... I generally found them quite responsive. Average turnaround was probably only three weeks or so.

👿

Are you persuing this under warrenty or under your statutory rights? How old is the bike?

Under you statutory rights any delays must be Reasonable IIRC. Now while reasonable has a meaning in law ( as understood by the man on the clapham omnibus) in these circumstances some weeks may well be reasonable

My advice? Keep chasing them and be firm and polite. Tell them you do not feel this delay is reasonable. check the law first - there are good guides on the which consumer magazine site

@andyrm i would agree but the components can be measured and ordered for next day delivery from a seal supplier. they are not bike specific.

So thanks to all of you who have responded. It seems the bike trade generally is pretty hopeless at the warranty side of the business. Compared to IT and others when you can get a turnround in days it is quite astonishing that they continue to do this (even when we don't have Covid and Brexit importing to fret about).
So the shop are investigating the potential to get an alternative shock - but the Epic Brain shock does have an odd design where the yoke arms incorporate part of the brain plumbing - so I suspect that will make that a challenge. I haven't yet been able to find a UK stockist of Epic shocks, but perhaps I'll find out if the importer of Rockshox might have some.
As for demo bikes - apparently Specialized's demo fleet was lost in the fire (?) so that's unlikely. And the shop has no demos because they are out of bikes for sale - with bikes on order out to 2022.
So I am going to rejuvenate a shonky 98 Rockhopper in the shed, and see how it likes the sun. The manitou fork will most likely give up the ghost first.
Cheers

Some riders have been told September for warranty replacement rear mechs, 10 weeks is no time at all!

@tails I am a huge fan of the epicevo, an absolute flyer for the kind of XCish riding i do on the South Downs. No experience of how it would compare v an Occam tho. But all last summer i was setting new PRs on Strava that had stood since back in 2013/14 - so it has totally rejuvenated my riding and enjoyment of getting out on the trails.

Do I like the epicevo? @tails I'm a huge fan of the epicevo, an absolute flyer for the kind of XCish riding i do on the South Downs. No experience of how it would compare v an Occam tho. But all last summer i was setting new PRs on Strava that had stood since back in 2013/14 - so it has totally rejuvenated my riding and enjoyment of getting out on the trails.

the components can be measured and ordered for next day delivery from a seal supplier. they are not bike specific

They are if you want your warranty to continue

It seems the bike trade generally is pretty hopeless at the warranty side of the business. Compared to IT and others when you can get a turnround in days it is quite astonishing that they continue to do this (even when we don’t have Covid and Brexit importing to fret about).

Depends on the company.
Specialized are widely praised for the quality of their warranty and normally turnaround is pretty quick. I've dealt with some other companies (notably Cannondale) who were shocking.

As mentioned by others in this thread though, you've got Covid + Brexit + working from home + a fire at Spec HQ.
My LBS has a waiting time of 6 months now to get bikes, there have been delays on seemingly random parts and spares, severe shortages of some items (Shimano mineral oil has been referenced elsewhere on the forum as being out of stock everywhere) and the companies that are operating as near normal as possible are absolutely snowed under - partly with delays from the first 2 lockdowns, partly from reduced staff due to social distancing measures and partly from the sheer demand on cycle parts and spares.

Cannot get any communication at all from either EVANS (quelle surprise) nor Norco

Have you tried: support@norcobicycles.zendesk.com

In my experience Specialized have always been slow, look for ways to blame the customer rather than warranty, and as above, don't fix the issue. This is a perennial state of play for them rather than anything to do with temporary factors such as the pandemic or fire.

In my experience Specialized have always been slow, look for ways to blame the customer rather than warranty, and as above, don’t fix the issue. This is a perennial state of play for them rather than anything to do with temporary factors such as the pandemic or fire.

In several years of working as a Specialized dealer my experience was the complete opposite of that. They were always excellent to deal with when it came to warranty.

What can I say, that doesn't tally with my experience of almost 15 years as a customer. The internet is littered with less than positive experiences, including several in this thread. I know current and former dealers who would give a different story, privately at least. I'm not here to bag on Specialized for the fun of it, what would be the point? Just being honest.

As above over the many years and many Specialized bikes between us I've always found the dealers and Specialized UK to be first class with warranty and crash replacement. Even when having to use them abroad.

I'm still of the opinion that a call to Plush would at least keep you up to date on time scales and parts avaability. They may even be able to tell you if an alternative shock, without the brain, will fit and where you could get one from.

Which Epic model (and year) is it? The Epic Evo seems to be standard 190x40 for 2021, but the standard epic FS has a BRAIN shock in 265 x 52.5mm,with what looks like an integrated yoke.

If you could let us know what version you've got, it should be possible to find some options I reckon 👍

You need to chill on the whole disappointed with your experience thing here. This is the maddest time the bike industry has ever been through.

Everyone is trying their best. You won't be getting messed around here.

You think this is bad.. just wait utill summer when you can't get brake pads, chains etc!

Just let this be a lesson as to why n+1 is always a good thing.

The parts are probably on a big green container boat, currently holed up in Egypt.

The parts are probably on a big green container boat

More likely to still be raw materials in a third world country ravaged by a virus they can't afford a vaccine for

@andyrm yes it's a 2020 model, with the Brain shock with the integrated yoke. So haven't been able to track down any second hand ones, or indeed any replacement ones in the UK. LMK if you have any way of tracking something down.
Cheers

@tracey I'll get the info on the warranty claim, and get in contact with Plush direct. Cheers

So to update, the EpicEvo got sorted and back on the trails last weekend. 8 weeks turnaround which sounds like I was pretty lucky that it worked out so quickly in the end reading others' experience above.
Specialized RiderCare did come back to me as they worked through the huge backlog of requests, and were able to liaise with Plush to get a replacement shock sorted, and my LBS fitted same day that it arrived with them.
With the experience of riding a HT in the interim, and back on the EpiEvo now, I think i can confidently say, in response to another thread on here, its definitely worth getting the FS over the HT 😉