Specialized -- a RANT!: Triathlon Forum: Slowtwitch Forums

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Specialized -- a RANT!

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bobby11

Apr 27, 12 16:36

Post #1 of 127 (6434 views)

Specialized -- a RANT!	Quote \| Reply

I've purchased both a new Shiv TT and a new Venge within the last few months. The derailleur hanger fell off of the Venge just before the end of the third ride ... a rather catastrophic failure. Thankfully, I was in the cool-down stage of my ride and going uphill at the time. Now the brakes on my Shiv TT are being recalled.

Neither of those issues are the focus of my rant. My Shiv came with cranks that are shorter than I wanted. The dealer wouldn't swap them. I decided to give them a try, which I did for a couple of months. No likey. So at my own expense, I ordered cranks from Specialized in the size I originally wanted. Had to wait for a long time for them to come back in stock. Figured I'd sell the original ones here on the classifieds. Only after they sold me the VERY EXPENSIVE crank arms (along with some new chainrings) and I received them did I find out there's a propietary tool that's required to remove the spider from one crank arm to re-install it on the new one. So I contacted Specialized to get it and they wouldn't sell it to me. Said it could only be purchased by a dealer. They advised me to go to a dealer to get the work done. I advised them that my nearest dealer is A 90 MINUTE DRIVE AWAY!!! I was willing to pay for the damned tool, but they wouldn't sell it to me.

So today I took a half day off and drove to the dealer. They swapped out the spiders. When I went to install the new chainrings on the spider, I discovered that the dealer installed the spider wrong. It was mis-aligned to where one of the spider arms was directly in line with the crank arm so I couldn't access one of the chainring bolt holes and the little chain peg was mis-aligned. Can't be corrected without that proprietary tool A total waste of 3 hours in the car. WTF! This is why I was willing to pay for the tool in the first place ... so I wouldn't have to waste half a day to have THE DEALER GET IT WRONG!!!

So I call the dealer and explain the situation. Of course, the first thing they say is, "bring it back in." NO F-ING WAY! Another 3 hour drive? I told them to contact Specialized and GET ME THE DAMNED TOOL! (Again, I'm willing to pay for the tool!)

Bottom line, Specialized flatly refuses to sell me the tool. They'll only sell it to a dealer and they'll only ship it to a dealer. This is outrageous to me. Do they think we all live within 5 minutes of one of their dealers? NO ... WE DON'T! And honestly, between the two bikes, I've spent north of $12,000 on their products and this is the crap they dish out?

I'm very, VERY disgusted. I know Specialized has someone who regularly posts here on ST. I've tried to send him a few pms with questions in the past. I've never gotten a response. Maybe he'll read this and care to respond.

Next race is next Thursday. Bike is unrideable with the crank as assembled by the "Authorized Specialized Dealer." ABSOLUTELY SUPER PISSED OFF!!! Really rotten treatment of a customer over a stupid tool. WTF happened to customer service? Sure seems to suck at Specialized based on the experience I'm having.

AwesomePossum

Apr 27, 12 16:51

Post #2 of 127 (6390 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

wow... that sucks.

can you have the dealer purchase another one of those tools, then buy it from them?

bobby11

Apr 27, 12 16:58

Post #3 of 127 (6362 views)

Re: Specialized -- a RANT! [AwesomePossum] [In reply to]	Quote \| Reply

Well, time WAS Of the essence. As that ship seems to have sailed, your suggestion makes sense.
Stay aero my friends.

RFXCrunner

Apr 27, 12 16:58

Post #4 of 127 (6360 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

Many big vendors like that don't do drop shipping. I can't call up Mizuno and have them ship a pair of shoes straight to me, because they're not in that business. It seems stupid, but thats part of the deal they made with their vendors when the contracts were signed.

odin99

Apr 27, 12 17:56

Post #5 of 127 (6232 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

have you looked around other places on the web? maybe someone else sells something that will work.

a google search turned up this:
http://forums.roadbikereview.com/...lockring-254095.html

suggesting quarq might sell a tool that works. not sure if they are referring to the crankset you have though.

IamRobot

Apr 27, 12 17:56

Post #6 of 127 (6231 views)

Re: Specialized -- a RANT! [RFXCrunner] [In reply to]	Quote \| Reply

RFXCrunner wrote:

I would generally agree with you except for the fact that if you are in the USA region you can order stuff (like the cranks and spiders) directly from the Specialized website.

I'm competing against my current fitness level, and planning to kick my a**!
Please help support my 2013 Ride to Conquer Cancer: http://www.conquercancer.ca/goto/esoosalu

jmX

Apr 27, 12 17:58

Post #7 of 127 (6224 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

bobby11 wrote:

Well, time WAS Of the essence. As that ship seems to have sailed, your suggestion makes sense.

Yeah I'm surprised you didn't buy one at the dealer when you were there. I know Quarq used to sell the tool for $40 and they'll ship it - just not sure if they require you to buy a Quarq as well. Heh.

I too have a specialized crank...sounds like if I can find the tool cheap I should pick it up. I hate not being able to take apart anything on the bike because of a missing tool. Wonder what the dealer sells them for.

bobby11

Apr 27, 12 18:04

Post #8 of 127 (6196 views)

Re: Specialized -- a RANT! [RFXCrunner] [In reply to]	Quote \| Reply

Even when it's at the request of the dealer? After the dealer screwed up the work, they tried to arrange to have the tool ordered and shipped to me and Specialized wouldn't do it. I'm not upset with the dealer, really. I walked out with the crank and didn't notice the mistake with the spider installation until I got home. I can see how the mechanic didn't catch it given that there were no chain rings installed. But all this would have been avoided if a) Specialized had revealed at the outset that proprietary tools were required for crank arm installation before they took my money, b) Specialized would have sold me the tool once I discovered that requirement, c) Specialized would have honored the dealer's request to sell/ship me the tool (which I was willing to pay for).

While I was typing this, the dealer called (8:30 pm on Friday) to work out getting my problem solved. Gotta love that commitment.

bobby11

Apr 27, 12 18:06

Post #9 of 127 (6183 views)

Re: Specialized -- a RANT! [IamRobot] [In reply to]	Quote \| Reply

Wrong! The spider lock ring tool is sold to dealers only. That's the whole issue. D'oh
Stay aero my friends.

bobby11

Apr 27, 12 18:08

Post #10 of 127 (6168 views)

Re: Specialized -- a RANT! [odin99] [In reply to]	Quote \| Reply

Did the google search. Called quark yesterday. Out of stock indefinitely.
Stay aero my friends.

Jaymz

Apr 27, 12 18:14

Post #11 of 127 (6142 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

Apart from the fact that the entire charade is some sort of corporate joke (we'll sell you the crank but not the tool to fit it!) and clearly the situation should never have escalated to where it is, but ...

.... can the dealer not get it in and ship it out to you?

That seems like the obvious answer but I may have missed something.

albush1

Apr 27, 12 18:16

Post #12 of 127 (6135 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

At least the shop that did the work should drive to your house and make the repair. In addition, they should give you some water bottles and tubes for the inconvenience. Otherwise, you are sure to never go back to that shop. Care to tell us which one it was? or at least the city/state?

Grant.Reuter

Apr 27, 12 18:32

Post #13 of 127 (6086 views)

Re: Specialized -- a RANT! [RFXCrunner] [In reply to]	Quote \| Reply

RFXCrunner wrote:

Actually you can, http://shop.run.mizunousa.com/home/index/1661.2

they are just more expensive then holabird sports or I would. Which I actually sent to them in one of those little survey things. Its nice for them to do it direct but there needs to be a benefit for the consumer to do it direct, not more expensive than I can get it at a running shoe store.
-----------------------------------------------------------
De Soto Sport Athlete
Formerly Draketriathlon

The_Mickstar

Apr 27, 12 18:32

Post #14 of 127 (6085 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

I went through a similarly frustrating (although I didn't have the money invested that you do) with Specialized last year while trying to buy a pair of shoes.

I went through the whole fit process with the Arch-O-Meter, etc. Turns out I needed the Blue (standard arch) insoles. But, all of the Specialized shoes come with the Red (flat foot) insoles. And, you can't exchange them or order them with the correct insoles. You have to pony up another $50 for insoles on top of the shoes (unless, of course, you have flat feet).

If you're going to have a standard insole, why not make it the standard arch insole??? According to the Arch-O-Meter, that would cover everyone.

For all of the value they place on their BG Fit process, they sure don't make it easy or convenient.

Ridiculous! They lost a $200+ shoe sale because of it.

Steve

"If you ain't first, you're last." Ricky Bobby Talladega Nights

bobby11

Apr 27, 12 18:37

Post #15 of 127 (6065 views)

Re: Specialized -- a RANT! [Jaymz] [In reply to]	Quote \| Reply

The complicating factor is, (as it always is), I need it yesterday. Expedite shipping to the dealer. Expedite shipping from the dealer to me. PLUS, Specialized will only sell the tool as part of a kit with other tools and the total is $300! Add it all up, it gets to be too expensive for the benefit.

Truthfully, the dealer has been pretty awesome in all this. I spent 45 minutes on the phone with the owner this evening (after this thread had begun). We have a plan worked out. As I said before, the fact that the mechanic got the spider installed wrong earlier this morning is a minor part of the issue (and a mistake I might easily have made if I'd had the tool and were doing it myself), but the dealer has bent over backwards to try to make me happy. Specialized hasn't, but at least their dealer has.

footwerx

Apr 27, 12 19:02

Post #16 of 127 (5998 views)

Re: Specialized -- a RANT! [bobby11] (Deleted by footwerx) [In reply to]

footwerx

Apr 27, 12 19:05

Post #17 of 127 (5983 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

i was just going to suggest getting it through quarq. guess that option is no longer possible. just a couple of months back i went through the same problem and quarq sold one to me for $40 + shipping.

beebs

Apr 27, 12 19:11

Post #18 of 127 (5956 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

That why its "specialized". Specialized in making money. I love the bikes, but quite honestly, I can't imagine not being able to work on any part that I needed to or swap out anything I wanted. It's like those porsches with a special engine cover that you have to take to the dealer just to get the oil changed or wiper fluid filled (so they can charge you out the asshole).

btmoney

Apr 27, 12 19:13

Post #19 of 127 (5942 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

Perhaps this is a tool Rappstar could acquire?
____________________________

bobby11

Apr 27, 12 19:21

Post #20 of 127 (5915 views)

Re: Specialized -- a RANT! [beebs] [In reply to]	Quote \| Reply

Yep!
Stay aero my friends.

Rappstar

Apr 27, 12 19:21

Post #21 of 127 (5915 views)

Re: Specialized -- a RANT! [btmoney] [In reply to]	Quote \| Reply

Anyone can acquire this tool. I actually have been meaning to get one for myself...

To the OP, I'm truly sorry for your bad experience. Let me know if there's anything I can do to help.

realtalk411

Apr 27, 12 19:28

Post #22 of 127 (5885 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

This sounds familiar...

Sadly, I just experienced the same issues as you but for the past 1.5 months with my pre-order of the SHIV Tri. I've got the bike now and the LBS bent over backwards to make me happy BUT the way Specialized (or at least the specific rep) handled it was pretty atrocious. I literally got tired out from ranting and ended up with, "I just want to ride the friggin' bike." Great everything except that one tiny bit. Now to forget all about it again~ Ha~

(This post was edited by realtalk411 on Apr 27, 12 19:34)

bobby11

Apr 27, 12 19:34

Post #23 of 127 (5865 views)

Re: Specialized -- a RANT! [Rappstar] [In reply to]	Quote \| Reply

Anyone can acquire this tool.

RIGHT ... easy for you to say. Not a fact at all.

OK ... that was too snarky. I've been trying for days and many different ways to acquire this tool. Seems impossible even for someone who has spent many thousands of dollars with this company over the last few months. But I'm not an IM champion, so I'm sure I don't have the sway that you do.

I've called Specialized directly. I've talked to the dealer a half dozen times. They've talked to their rep more than twice. The best I've been able to do is that the dealer will order the tool on Monday and I'll have to make that 3 hour trip AGAIN on Thursday to pick it up.

Sorry, but as far as I'm concerned, that PRETTY MUCH SUCKS AS FAR AS SPECIALIZED CUSTOMER SERVICE IS CONCERNED! It's a FLIPPIN' lock ring on a FLIPPIN' crank spider. JUST SELL ME THE DAMNED TOOL! FOR CRYING OUT LOUD! You're doing more harm to your dealers by NOT seeing to it that your customers are served!

Robert Chambers
Calhoun Falls, SC!

(This post was edited by bobby11 on Apr 27, 12 19:45)

Duffy

Apr 27, 12 19:44

Post #24 of 127 (5822 views)

Re: Specialized -- a RANT! [bobby11] [In reply to]	Quote \| Reply

Wax off...

Wax on...

____________________________________________________
The revolution will not be televised.

bobby11

Apr 27, 12 19:46

Post #25 of 127 (5811 views)

Re: Specialized -- a RANT! [Duffy] [In reply to]	Quote \| Reply

If I get your drift, I already tried attaching the chainrings with zipties. Sadly, that was a fail.

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