Specialized OEM rear hubs

[nuggs1]

How often should you have them serviced ?

My 2010 sectuer elite freewheel didn't want to engage this morning. No signs of this happening. only 10 months old and 1800 miles. LBS has already said won't warranty item if its failed and just doesn't need a service.

 

[nuggs1]

Anyone ?

 

[JayKosta]

I think you need to first find out what is wrong.

If the problem is broken or worn-out parts, then typical 'servicing' would probably not prevent the trouble.

If a 'clean & lube' servicing does fix the problem, then the question is why is service needed so soon.

Was there much exposure to water, or extreme dust & dirt?

Jay Kosta
Endwell NY USA

 

[Bustedknuckle]

How often should you have them serviced ?

My 2010 sectuer elite freewheel didn't want to engage this morning. No signs of this happening. only 10 months old and 1800 miles. LBS has already said won't warranty item if its failed and just doesn't need a service.

10 months old and they won't warranty it? Or service it for free? Great customer service.

 

[nuggs1]

yes "lovely" place called http://www.wheelies.co.uk/ unfortunately I had to go through them as it was an insurance replacement.

 

[nuggs1]

I think you need to first find out what is wrong.

If the problem is broken or worn-out parts, then typical 'servicing' would probably not prevent the trouble.

If a 'clean & lube' servicing does fix the problem, then the question is why is service needed so soon.

Was there much exposure to water, or extreme dust & dirt?

Jay Kosta
Endwell NY USA

Dust and dirt no. But it is used in the wet, fitted with crud road racer 2 guards

 

[avanti]

.................
My 2010 sectuer elite freewheel didn't want to engage this morning. No signs of this happening. only 10 months old and 1800 miles. ................

Your bike does not have a freewheel - it uses a Shimano 105 cluster on an unknown make freehub (Shimano specification is "Forged alloy, sealed, 32h, for J bend round spokes"). I suggest you obtain a Shimano hub off ebay and rebuild the wheel or just buy a wheel off ebay or from your LBS.

I'm not sure but you might be able to get a replacement mechanism for your free hub.

I had a Shimano Ultegra freehub that lasted for 3 years in a desert climate (lots of very fine sand). I had it cleaned by my LBS but it started slipping again after a few weeks. I bought a set of Mavic wheels for $250 and so far no issues with a years riding.

 

[Parera]

10 months old and they won't warranty it? Or service it for free? Great customer service.

Par for the course from a Specialized and their dealers in my experience. Truly a nightmare of a company to deal with. In fact, I got one of the service department guys at one of the largest Specialized dealers in the PNW to admit they are basically the single worst company to deal with from a customer service standpoint.

 

[nuggs1]

Well after being fobbed off by the dealer(Wheelies Direct) for a week I've sent them this.


12 December 2011

Please take this email as a letter of complaint regarding the service I have received from you with regards to a faulty component on a Bike I purchased from you on the 31 January 2011. The bike is a 2010 Specialized Sectuer Elite. The fault is that the freehub no longer engages. This was first reported to you on Tuesday 6 December 2011, 10 Months and 6 days after purchase.

On first contact with yourselves I was told that the issue was a servicing issue and that the freehub needed cleaning. I acted upon this and put the freehub in for a service in Tredz Cardiff.

On Thursday 8 December Tredz informed me that the freehub was a sealed unit and could not be opened for servicing / cleaning and that the free hub would have to be replaced. This indicates the advice I received from you on the 6 December was a Lie / advice from a person who did not know what they were talking about or an attempt to avoid dealing with a warranty claim. This is completely unacceptable customer service and does not back up the bold statement on your website "we are all dedicated to ensuring the Wheelies brand remains synonymous with great cycle products, great prices and top quality customer service".

I called yourselves on Thursday 8 December to raise this issue with yourselves and was told that specialized do not warranty the freehubs as they are a moving part. This goes against the advice I have received from Tredz an authorised specialized dealer. And a Specialized shop based in Howells Cardiff. When I challenged your advice I was told the matter would be referred back to Specialized. Friday I received a call back and was advised specialized would contact me direct and I gave you my email address. I have still not heard from specialized and I fail to see why you are passing me off to specialized on this matter when I purchased the bike from yourselves.

I have spoken with consumer advice, Under the Sale of Goods act any item sold must be of satisfactory quality, durable or fit for purpose. It is evident that a £1000 bike that is 10 months old and done 1800 miles and has a failed freehub that cannot be serviced / cleaned is neither of the above. Under government legislation I am entitled to a repair or refund. I expect a repair to carried out free of charge. If you cannot provide this then I will follow this up with Trading standards and pursue the cost of the repair through either the Visa Charge back scheme or through the courts.

I expect this email to be acknowledged within 24 hrs and responded to in 5 days. If I do not hear from you I will begin pursuing reclaiming the cost of repairs through other means.

Regards



Hopefully will get them to improve their act

 

[nuggs1]

Well the LBS didn't respond but they forwarded my email onto specialized and this was they're reponse.

Hi Jamie,



Thanks for your email, it’s always good to hear from riders.



Lisa from Wheelies has forwarded on your complaint to me. I’m sorry to hear that you’re disappointed with the performance of your Secteur’s freehub.

Unfortunately, it is not possible to further your warranty claim on this occasion. A freehub body is classed as a service part and as such subject to wear and tear.



1800 miles and 10 months in the UK’s climate is a reasonable lifespan for a freehub body, essentially you’ve just worn it out – I would expect to change the one fitted to my everyday bike at least once in that time. The manufacturer’s warranty on your machine covers you against materials and manufacturing defects not products reaching the natural end of their service life.



For reference, the freehub body itself on your bike is a sealed unit and not re-buildable. They are designed to be replaced in their entirety when worn out.

Ask your local Specialized dealer to order in part no. S092100007 for a replacement freehub for your bike. These retail at approx £30 and comprise of all you need to get your Secteur up and running again.

The lifespan of freehub bodies can be prolonged if you make sure your drivetrain is regularly cleaned and lubricated. Also avoid directing high pressure jets of water at any of the bearing housings.



Hope this helps,



Kind Regards,





Aeryn Parsons

Specialized UK Customer Support

CYTECH ACT Level 2 Cycle Technician

Customer.Service@specialized.com

Tel+44 (0)20 8391 3529

Fax+44 (0)20 8391 3523

 

[Bustedknuckle]

Well the LBS didn't respond but they forwarded my email onto specialized and this was they're reponse.

Hi Jamie,



Thanks for your email, it’s always good to hear from riders.



Lisa from Wheelies has forwarded on your complaint to me. I’m sorry to hear that you’re disappointed with the performance of your Secteur’s freehub.

Unfortunately, it is not possible to further your warranty claim on this occasion. A freehub body is classed as a service part and as such subject to wear and tear.



1800 miles and 10 months in the UK’s climate is a reasonable lifespan for a freehub body, essentially you’ve just worn it out – I would expect to change the one fitted to my everyday bike at least once in that time. The manufacturer’s warranty on your machine covers you against materials and manufacturing defects not products reaching the natural end of their service life.



For reference, the freehub body itself on your bike is a sealed unit and not re-buildable. They are designed to be replaced in their entirety when worn out.

Ask your local Specialized dealer to order in part no. S092100007 for a replacement freehub for your bike. These retail at approx £30 and comprise of all you need to get your Secteur up and running again.

The lifespan of freehub bodies can be prolonged if you make sure your drivetrain is regularly cleaned and lubricated. Also avoid directing high pressure jets of water at any of the bearing housings.



Hope this helps,



Kind Regards,





Aeryn Parsons

Specialized UK Customer Support

CYTECH ACT Level 2 Cycle Technician

Customer.Service@specialized.com

Tel+44 (0)20 8391 3529

Fax+44 (0)20 8391 3523

Amazing. So I guess Specialized doesn't expect to sell bicycles in harsh climates. 10 months and 1800 miles is the expected life of the FH body? YGBSM. It just 'wore out'? That product manager should be rewarded for spec-ing such a cheap, crappy piece of gear on their bicycles. I would sell this POS, never buy anything 'specialized' ever again, IMHO.

 

[nuggs1]

i'll take the LBS to court if I have to

 

[Fiemme]

That response from Specialized UK is beyond belief. Seems like they know the product has issue's and can't afford to warrant failed components. It would be ineresting to see if this product gets supecede in the near future. I would question how far these issues affect there entire product line.

These sought of excuse's usually come a bout when you can't control the manufacturing quality.

 

[nuggs1]

I'll also be contacting trading standards over this issue and will try and publicise their official response as widely as possible

 

[Fiemme]

Check to see if the replacement part number is the same as the old unit.
My guessing is that it is not. This will indicate that they may have known about the problem and the solution is a new redesigned freehub. At £30 for a new freehub is not an unreasonable amount to pay. Specialized are probably denying the problem offering a cheap and reasonable solution hoping most people will accept it and move on. No cost outlay or recall for Specialized. Win Win situation.

Going to the Trading Standard may not get you very far. So long as Specialized UK have the backing of the manufacturer of the freehub, they will continue down the path that it has just worn out. This would be an acceptable excuse as far as any Trading Organisation is concerned. Again at £30 for a new Freehub does it warrant taking that sought of action. It may cost you more in the long run than it is worth. Keep in mind it is not an unreasonable request from manufacturers to have the product returned to them for assessment and repair but you will need to pay for the transportation. The cost of transportation may exceed the cost of the new freehub.

Coincidentially they do not list any technical specification for the front and rear wheels on there website for the Specteur bike. This I also find quite unsettling for a major brand.

Good luck!

 

[nuggs1]

The replacement part is completely different and has a rubber seal around the edge of the freehub where it meets the HUB.

They must have had issue with dirt ingression and redesigned the part to stop it

Any one who wants to air their discontent or add to this with specialized, feel free to like my post on their facebook wall

https://www.facebook.com/specializedbicycles

 

[Parera]

I could post my dozens of emails with Specialized here, but I won't. I could also paraphrase the conversations I've had with 4 different Specialized dealers, on the phone and in person, about warranty issues surrounding a frame.

Let me say they are the absolute worse. They know how to give their customers the run around like no one else. I should've just stopped when I had the service department guy at the largest Specialized dealer in Portland tell me "we have problems communicating with them, and we sell more bikes for their brand than just about anyone in the Pacific Northwest." In other words, as a customer I was going to be up sh!t creek if I tried talking to them in a constructive manner.

But hey, they really put a lot of thought into their win counter and those videos on youtube with a soft focus "S" every 5 seconds.

 

[42x16ss]

Just when I thought Specialized can't reach a new low 1800 miles on a freehub is nothing!

This is yet another reason why I never have and never will own a Specialized product.

 

[nuggs1]

Well it seems like my facebook post has finally got a reaction. the lady who wrote the reply has sent me a message through facebook asking me to call her at work to discuss the issue.

She was on another call so waiting for her to call me back

 

[Bustedknuckle]

Well it seems like my facebook post has finally got a reaction. the lady who wrote the reply has sent me a message through facebook asking me to call her at work to discuss the issue.

She was on another call so waiting for her to call me back

Social media is amazing. We had less than perfect 'support' from cannondale for a local protour rider, about his trashed HS..a post on FB and we got a call from them..and HS bearings in short order.

 

[nuggs1]

It would seem specialzed has gone one better in this instance, a complete set of shimano WH-RS10 arrived at my door today.

More than I ever expected, all I wanted was the freehub fixed under warranty.

A thank you goes out to specialized for providing more than was necessary.

It just a little bit of a shame I had to do the things I did to get a satisfactory result and it wasn't resolved through my LBS and specialized.

 

[Fiemme]

It would seem specialzed has gone one better in this instance, a complete set of shimano WH-RS10 arrived at my door today.

More than I every expected, all I wanted was the freehub fixed under warranty.

A thank you goes out to specialized for providing more than was necessary.

It just a little bit of a shame I had to do the things I did to get a satisfactory result and it wasn't resolved through my LBS and specialized.

How crap is that Specialized Hub when they replace it with a full Shimano Wheelset!

 

[dsut4392]

It would seem specialzed has gone one better in this instance, a complete set of shimano WH-RS10 arrived at my door today.

More than I every expected, all I wanted was the freehub fixed under warranty.

A thank you goes out to specialized for providing more than was necessary.

It just a little bit of a shame I had to do the things I did to get a satisfactory result and it wasn't resolved through my LBS and specialized.

Just a little bit of a shame that it took two months, a threat of taking action through your consumer complaints body and a public name-and-shame to get you a replacement for a product that was not fit for the purpose it was sold for??

You may be well chuffed with your new wheelset (and rightly so), but as someone who has managed a warranty/returns department (for an outdoor product retailer/manufacturer), I cringe to hear such appalling customer service given public thanks.

I look at your situation this way:
-90 out of 100 customers in your situation would have been successfully fobbed off by the LBS saying "it's just worn out, buy a new one"
-9 out of the remaining 10 would have been fobbed off by Specialized saying "it's a reasonable lifespan, you've just worn it out"
-1 in 100 customers actually follow up on their threats to take the matter further, and are thrown a sweetener to shut them up/ get some positive PR.

It's a sleazy but effective business model.

 

[nuggs1]

I wouldn't say this whole thing has given them positive PR on this forum and I certainly would not recommend them in the first instance.

Maybe they didn't deserve a thank you from me, but it would just have been as easy for them to do nothing and ignore me.

Hopefully if more people follow up their complaints, more warranty issues will be resolved at first contact.

 

[Fiemme]

I wouldn't say this whole thing has given them positive PR on this forum and I certainly would not recommend them in the first instance.

Maybe they didn't deserve a thank you from me, but it would just have been as easy for them to do nothing and ignore me.

Hopefully if more people follow up their complaints, more warranty issues will be resolved at first contact.

I aggree. This must be the worst kind of PR for Specialized. Claiming the hub was general wear and tear after 1800 miles then replacing the wheelset with their competitors wheelset. This is a true indication that Specialized know their wheelset is a lemon and have no confidence in replacing it or repairing it with their own brand.

I would even suggest that Specialized should consider a recall on this wheelset, as it appears they have no confidence in its quality.

As for being persistance and not folding to the Specialized excuse of normal wear and tear, this should never have happened. Specialized just took the easy option hoping you would just accept that the failure was general wear and tear. Obviously Specialized mislead you which is a breach of customer trust.

I guess you will no longer purchase Specialized products in the future. Your one customer they have lost plus numerous others that may have read this thread.