re: #150 wrenchwench

Specialized is a weird company. Last week I called with a problem with one of their products and the tech guy asked whether I was a Specialized dealer, and I told him ‘no’. He said, ‘Well, I don’t even know how to explain it to you if you’re not a dealer!’ I went back to the .pdf of the part and muddled through as well as I could. Wasn’t good enough. The bike came back today with a problem in the same area. This time the (different) guy, after ascertaining that I was not a dealer (btw, non-dealers are supposed to press 2, which I did) we walked through the symptoms, decided what the most likely solution was, figured out the model year of the bike and the ID of the part needed, then he said, ‘but I don’t know how to ship it to you if you’re not a dealer!’ He spoke with his boss and apparently figured out that they have access to some form of shipping that does not depend upon my being a Specialized dealer. And there will be no charge, but I think that was out of not wanting to deal with the complexity of billing a non-dealer than an admission that the part was defective.

Eleven months ago the same part was replaced after a conversation with a VERY helpful person in that department. I should have written the name down. And I’m going to encourage the customer to replace the part with a non-Specialized upgrade.

OSBB creaking?