Discussion Starter · #1 ·
I took my 7 year old, 2001 FSR Stumpjumper Comp, into the LBS, that I bought it from, to try to get a part of my frame warrantied, since Specialized has a lifetime warranty on frames. The rear end of the bike had spread out over the years, so the seatstay & chainstay would not fit into the rear axle/QR any more, without a ton of effort. It caused chain alignment issues that I had basically pulled my hair out to trying to fix. The LBS told me that the part I had upgraded, an MRP rear suspension link, had voided the warranty. They told me that it would cost $350 to replace the seatstay & chainstay. I really didn't agree and was extremely unhappy. The bike was 7 years old & I really didn't think whole frame was worth more than $500, if that. I understood where they were coming from & knew that the LBS's hands were tied. So after two trips over there & some discussion, we got a Specialized Warranty Rep on the phone and I explained that the bike had not been abused, more like improved due to the MRP link and other upgrades, & it was still in extremely good shape. After more discussion, the Spesh rep came up with the idea to get me a brand new replacement frame, 06 Stumpjumper FSR Pro, at a vastly reduced price. I was extremely surprised and impressed that they would do that help out a Specialized customer. Then after talking with the Warranty Rep some more, I also explained that I owned a 05 Enduro SX Trail, as my FR bike, & that I was really happy with the bike, except for the performance of the "custom" 5th Element rear shock. He offered to also upgrade that shock to a Fox DHX for a another greatly reduced price. I was saying WOW in my head, & yes, to both offers. I couldn't believe that Specialized was, again, making that much of a effort to keep their customers. He explained to me that the SX Trail should have had a DHX on it when it was brought to market, but Fox couldn't get the shock ready fast enough, so they switched to a 5th Element. So basically after some haggling, Specialized upgraded both my XC & FR bikes to exactly where I wanted them to be with very little cost. Even the LBS mechanic thanked the Specialized Rep on the phone, because I don't think there is any other bike company that would have even come close to what they did. Even after the mechanic hung up, he said there is no other bike company that would have made that much effort to make the whole situation right, & how much more difficult other bike companies are to get even obvious stuff warrantied. So I am giving huge props to Specialized for being there for their customers!!!! Please think about this next time you buy a bike.