WARRANTY & TECH SUPPORT

Transcription

1 Warranty-Tech Support 8/2/07 3:38 PM Page 1 Dear Valued Dealer, At Specialized, our mission is to be the brand of choice to discerning customers and dealers, and to be the supplier of choice to the full-service dealer. Our vision is to be the best cycling brand in the world. An indispensable component of the Specialized mission and vision is providing excellent customer service to our dealers. To that end, Specialized continues to work hard to make our warranty customer service department the best in the industry. Our motto is, Get them back on their bike and make it a good experience. We are here to partner with you to make this happen at every opportunity and we continue to improve with invaluable dealer feedback. Please feel free to call any member of the Warranty Customer Service Team at any time. We are here to help. Sincerely, Nathan Knapp, US Warranty/Customer Service Manager Ext , option 2 Hours of operation: M-F, 7am-6pm MST WTS 1

2 Warranty-Tech Support 8/2/07 3:38 PM Page 2 BICYCLE FRAME AND COMPONENT WARRANTY POLICY SPECIALIZED LIMITED WARRANTY Specialized Bicycle Components, Inc. ( Specialized ), a California corporation located at Concord Circle, Morgan Hill, California 95037, makes the following Limited Warranty concerning Specialized bicycles and framesets: LIMITED LIFETIME WARRANTY ON BICYCLE FRAMES AND FRAMESETS Subject to the following limitations, terms and conditions, Specialized warrants to the original owner for the lifetime of the original owner of each new Specialized bicycle or frameset that the bicycle frame or frameset when new is free of defective materials and workmanship. The lifetime limited warranty is conditioned upon the bicycle being operated under normal conditions and use, and properly maintained. This limited warranty does not apply to paint/finish or components attached to the bicycle/frameset such as front forks, wheels, drive train, brakes, seat post, handlebar and stem, or any suspension related parts or components. Paint/finish, components attached to the bicycle/frameset such as front forks, wheels, drive train, brakes, seat post, handlebar and stem, or any suspension-related parts or components are covered under the limited one (1) year warranty. Our Chainstays and Seatstays will now include a 5 year limited warranty. This warranty is void if the bicycle or frameset was not purchased new or not properly assembled by an authorized Specialized dealer. LIMITED ONE (1) YEAR WARRANTY ON COMPLETE BICYCLE Subject to the following limitations, terms and conditions, Specialized warrants to the original owner of each new Specialized bicycle that this bicycle, when new, is free of defective materials and workmanship. This warranty shall expire one (1) year from the date of the original purchase from an authorized Specialized dealer and is conditioned upon the bicycle being operated under normal conditions and use, and properly maintained. This warranty is void if the bicycle was not purchased new from or not properly assembled by an authorized Specialized dealer. LIMITED ONE (1) YEAR WARRANTY ON SUSPENSION ATTACHMENTS & SUSPENSION RELATED EQUIPMENT Also subject to the following limitations, terms and conditions, Specialized warrants to the original owner of each new Specialized bicycle or frameset that the suspension attachment points, and suspension related equipment (including pivot points, bushings, shock units, front suspension forks, chain stays and seat stays, shock links, fasteners) when new are free of defective materials or workmanship. This warranty shall expire one (1) year from the date of the original purchase from an authorized Specialized dealer and is conditioned upon the bicycle being operated under normal conditions and use, and properly maintained. This warranty is void if the bicycle was not purchased new from or not properly assembled by an authorized Specialized dealer. Some branded suspension equipment may have additional warranty coverage offered by the specific manufacturer. Please check in your owner's manual pack for information regarding these warranties or check with your authorized Specialized dealer for details. ADDITIONAL CONDITIONS This Limited Warranty is made only to the original owner of this new Specialized bicycle or frameset purchased from an authorized Specialized dealer, and it shall remain in force only as long as the original owner retains ownership of the Specialized bicycle. This Limited Warranty is not transferable. In order to exercise your rights under this limited warranty, the bicycle or frameset must be presented to an authorized Specialized dealer, together with a receipt, bill of sale, or other appropriate written proof of purchase which identifies the bicycle or frameset by serial number. Should this bicycle, frameset or any part be determined by Specialized to be covered by this warranty, it will be repaired or replaced, at Specialized's sole option, which will be conclusive and binding. The original owner shall pay all labor charges connected with the repair or replacement of all parts. Under no circumstances does this limited warranty include the cost of travel or shipment to and from an authorized Specialized dealer. Such costs, if any, shall be borne by the original owner. This limited warranty does not apply to normal wear and tear, nor to be claimed defects, malfunctions or failures that result from abuse, neglect, improper assembly, improper maintenance, alteration, collision, crash, or misuse. This bicycle or frameset has not been designed, engineered, distributed, manufactured, or retailed for uses in trick riding, ramp riding, jumping, aggressive riding, riding on severe terrain, riding in severe climates, riding with heavy loads, commercial activities, or any similar activities; such uses may damage the bicycle, can cause serious injury to the rider, and in all cases will void this warranty. Continued on next page 2 WTS

3 Warranty-Tech Support 8/2/07 3:38 PM Page 3 USEFUL PRODUCT LIFE CYCLE Every Specialized bicycle and frameset has a useful product life cycle. The length of that useful product life cycle will vary with the construction and materials of the bicycle or frameset, the maintenance and care the bicycle or frameset receives over its useful product life cycle, and the type and amount of use the bicycle or frameset is subject to. Use in competitive events, trick riding, ramp riding, jumping, aggressive riding, riding on severe terrain, riding in severe climates, riding with heavy loads, commercial activities and other types of nonstandard use can dramatically shorten the useful product life cycle of a Specialized bicycle or frameset that would not be covered by this warranty. ALL SPECIALIZED BICYCLES AND FRAMESETS SHOULD BE PERIODICALLY CHECKED BY AN AUTHORIZED SPECIALIZED DEALER for indicators of stress and/or potential failure, including cracks, deformation, corrosion, paint peeling, dents, and any other indicators of potential problems, inappropriate use, or abuse. These are important safety checks and very important to help prevent accidents, bodily injury to the rider and shortened useful product life cycle of a Specialized bicycle or frameset. THIS IS AN INTEGRATED AND FINAL STATEMENT OF SPECIALIZED'S LIMITED WARRANTY. SPECIALIZED DOES NOT AUTHORIZE OR ALLOW ANYONE, INCLUDING ITS AUTHORIZED DEALERS, TO EXTEND ANY OTHER WARRANTIES, EXPRESS OR IMPLIED, FOR SPE- CIALIZED. NO OTHER REPRESENTATION, AND NO STATEMENT OF ANYONE BUT SPECIALIZED, INCLUDING A DEMONSTRATION OF ANY KIND BY ANYONE, SHALL CREATE ANY WARRANTY REGARDING THIS BICYCLE OR FRAMESET. ALL OF THE REMEDIES AVAIL- ABLE TO THE ORIGINAL OWNER ARE STATED HEREIN. IT IS AGREED THAT SPECIALIZED'S LIABILITY UNDER THIS LIMITED WARRAN- TY SHALL BE NO GREATER THAN THE AMOUNT OF THE ORIGINAL PURCHASE PRICE AND IN NO EVENT SHALL SPECIALIZED BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. DISCLAIMER All other remedies, obligations, liabilities, rights, warranties, express or implied, arising from law or otherwise, including but not limited to, any claimed implied warranty of merchantability, any claimed implied warranty arising from course of performance, course of dealing or usage of trade, and any claimed implied warranty of fitness, are disclaimed by Specialized and waived by the original owner. Some states, jurisdictions, countries, and provinces do not allow some or all of the limitations set forth herein, or the exclusion or limitation of incidental or consequential damages. If any provision is found unenforceable, only that provision shall be stricken and all others shall apply. This limited warranty does provide the original owner with certain legal rights and recourse and the original owner may possess other rights or recourse, depending on the state, jurisdiction, country, or province. WARNING: Not every bicycle and component is made for every conceivable use. A road bike, for example, is not suitable for off-road riding. Also, some bicycles and components are built to be lightweight, which means they may not be appropriate for riders who are approaching 250 pounds in weight (over 240 pounds, for example). Riders approaching 250 pounds in weight should not ride any bicycle equipped with Specializedbranded composite seat posts, handlebar stems, or handlebars. Failure to follow this warning may result in catastrophic failure of the component or bicycle, which may lead to serious personal injury or death. WTS 3

4 Warranty-Tech Support 8/2/07 3:38 PM Page 4 BICYCLE FRAME AND COMPONENT WARRANTY PROCEDURE As stated in the Limited Lifetime Warranty policy, a frame warranty is granted only to the orignal owner of the Specialized bicycle or frame set, purchased from an authorized Specialized dealer. Specialized reserves the right to require a proof of purchase, which identifies the bicycle or frame set by serial number. Consumers taking advantage of these policies must work through an authorized dealer. Under no circumstances can a consumer warranty be processed directly through Specialized without going through a dealer. By the guidelines covered under the Limited Lifetime Warranty policy, one of the following procedures will be implemented: WARRANTY PROCEDURES 1. Straight-across frame exchange - This is the most common type of warranty exchange. If the frame under warranty has few compatibility issues, then this will be the option offered. 2. Full bike in lieu of a frame - If the frame in question has substantial compatibility issues including head tube/steer, lengths/sizes, non-disc vs. disc, number of speeds offered, integrated headsets, bottom pull to top pull, or down tube shifters, a full bike will be offered for the replacement with the following guidelines: A complete bike will be sold to the dealer at 15% off the alliance standard price. Specialized recommends the bike be sold to the consumer at 20% above the price paid by the dealer. Simply call 800-SBC-4IBD Monday through Friday from 8:00 am to 6:00 pm Mountain Time and a Specialized Customer Service Representatives will be happy to provide assistance. 4 WTS

5 Warranty-Tech Support 8/2/07 3:38 PM Page 5 SPECIALIZED BRANDED VENDOR WARRANTY COVERAGE POLICY POLICY: Warranty claims for branded vendor components will be made through the vendor. PURPOSE: The purpose of this policy is to increase vendor visibility of product warranty issues and to streamline the warranty process. The original equipment vendors have established warranty networks and require that all warranty claims be processed through these channels. * See the attached Branded Vendor page for complete vendor and contact information. EXCEPTIONS: Specialized will handle warranty claims for: Specialized proprietary parts CONSIDERATIONS: Specialized recognizes that some dealers do not have established relationships with the original equipment vendors and it will be the responsibility of Specialized to help establish that relationship. Original equipment vendors have committed to providing dealers with the service required. If a dealer does not receive the service they expect, the dealer should call a Specialized Warranty Representative and report the incident. The Specialized Warranty Representative will call the original equipment vendor and resolve the issue for the dealer. SHIPPING DAMAGE: Please keep the label from the box with the purchase order number, serial number, and part number, as this will expedite the claims process. For obvious shipping damage, note the damage on both the delivery receipt and with the shipper. Contact the Specialized Customer Service Representative for replacement parts. For concealed damage, please contact a Specialized Customer Service Representative for replacement parts. WTS 5

6 Warranty-Tech Support 8/2/07 3:38 PM Page 6 NEW DEFECTIVE PRODUCT RETURN PROGRAM Specialized is asking that all defective product be returned to the warranty department in Salt Lake City. Bringing back defective product will allow product managers to make hands-on evaluation of problems and make improvements. PROCESS Following these simple steps will help Specialized improve the quality of its products and enable the company to process warranty claims quickly: 1. When a Specialized product is returned for warranty reasons, the dealer should tag each item with the warranty tag provided by Specialized and place the tagged product in the warranty box. A DESCRIPTION OF THE PROBLEM MUST BE RECORDED ON THE TAG. (Dealers can contact a warranty Customer Service Representative for tags.) 2. As soon as it's convenient, or as agreed to with a Field Sales Representative, dealers should list the defective items on the Specialized Warranty Credit Form. This can also be done by the Field Sales Representative. The Defective Product Tag for each item must include the line number from the warranty credit form. 3. Items must be boxed to prevent shipping damage. DEALERS MUST BE SURE TO INCLUDE A COPY OF THE WARRANTY CREDIT FORM INSIDE THE BOX and return the box to the Specialized Distribution Center in Salt Lake City using the FedEx ground return tag provided by Specialized. (If a dealer needs a Return Tag they can call a Warranty Customer Service Representative.) Dealers with questions or those needing assistance can contact a warranty Customer Service Representative at Specialized thanks its dealers in advance for their kind assistance with this important quality improvement process. The company will process a return within 48 hours of receipt at the Salt Lake DC and the credit will be applied to the dealer's account. 6 WTS

7 Warranty-Tech Support 8/2/07 3:38 PM Page 7 BICYCLE CRASH REPLACEMENT POLICY AND PROCEDURE POLICY Specialized Bicycle Components recognizes the need to proactively assist consumers that fall under special circumstances, referred to below. The crash replacement policy is designed to help those riders that have purchased a bicycle, but experience a catastrophic crash of the bicycle. To qualify for a crash replacement the following must apply: A) A customer damages their frame or bicycle beyond rideable condition B) The customer can prove that they are the original owner C) The customer purchased the bike from an authorized Specialized dealer If all three apply, the customer is eligible for a crash replacement. PROCEDURE FRAME ONLY: Non-warranty frames* will be offered and will be sold at 15% below Alliance Standard pricing. Specialized recommends the bike be sold to the customer at 20% above the price Specialized charges the dealer. The damaged frame must be returned to Specialized. All shipping, parts, and labor are to be covered by the customer. FULL BIKE: If the damage is deemed significant enough, a full bike may be offered as a replacement option.* The replacement bike will be offered to the dealer at 15% below Alliance Standard pricing. Specialized recommends the bike be sold to the customer at 20% above the price Specialized charges the dealer. The frame and/or damaged bike will need to be returned to Specialized. All shipping costs are to be covered by the customer. *subject to availability WTS 7

8 Warranty-Tech Support 8/2/07 3:38 PM Page 8 EQUIPMENT LIFETIME LIMITED WARRANTY POLICY AND PROCEDURE POLICY Specialized Bicycle Components, Inc. ( Specialized ) warrants products distributed under its equipment category for the lifetime of the original owner against defects in workmanship or materials. This warranty applies to products after January 1, 2004, is not transferable, and does not apply if the product has been in a crash, abused or if the claimed defect is from improper assembly or from other than normal wear and tear. The responsibility of Specialized under this Limited Warranty is to repair or replace the product, at its option. This warranty does not cover labor costs incurred in removal or reinstallation, and other costs or charges incurred by the owner, including the cost of packaging and shipping the warranted product, if necessary. Under this Limited Warranty, Specialized has the right to disallow any claim if any of the owner's responsibilities have not been met or if, in the determination of Specialized, the warranty does not apply. Specialized disclaims all implied warranties, including the warranty of fitness for particular purpose and merchantability. This Limited Warranty does not extend to consequential or incidental damages which are expressly disclaimed by Specialized. Some states do not allow the exclusion of incidental or consequential damages, so this exclusion may not apply. This Limited Warranty gives the consumer specific legal rights and those rights may vary from place to place. This Limited Warranty does not apply to helmets, tires, or composite bike components. For these, separate specific warranty policies apply. PROCEDURE To obtain the benefits under this Limited Warranty, the owner is to supply written proof of purchase and any other requested documentation, and to return the product to an authorized Specialized retailer. Dealers, please follow the new Defective Product Return procedures for equipment. 8 WTS

9 Warranty-Tech Support 8/2/07 3:38 PM Page 9 HELMETS ONE-YEAR LIMITED WARRANTY POLICY AND PROCEDURE The following information pertains to helmets purchased in the USA only. For warranty information outside the USA, please contact the authorized Specialized dealer or distributor in a local market. Specialized Bicycle Components, Inc. warrants to the Original Purchaser of this product that the product is free from defects of material and workmanship under normal use and service for a period of one (1) year from the date of the original purchase. If within one (1) year from the date of the original purchase, this product is found to be defective in material or workmanship under normal use or service, Specialized Bicycle Components, Inc., will, at its sole option repair or replace the product without charge, provided that the Original purchaser returns the product to: an Authorized Dealer, or securely packaged, postage prepaid to Specialized Bicycle Components, Inc., 1137 South 3800 West, Salt Lake City, Utah 84104, USA along with a letter indicating the specific reasons for returning the product and proof of date of purchased. Specialized does not warranty any helmet damaged by heat. THIS WARRANTY DOES NOT APPLY TO, AND IS VOID AS TO, EFFECTS OR PHYSICAL DAMAGE RESULTING FROM ABUSE, NEGLECT, IMPROPER REPAIR, IMPROPER FIT, ALTERATIONS, MODIFICATIONS, OR USE CONTRARY TO THAT INTENDED BY THE MANUFACTURER. EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, ANY IMPLIED WARRANTY OF MERCHANTABILITY OF FITNESS FOR A PARTICULAR USE OR PURPOSE IS LIMITED TO THE DURATION OF THIS LIMITED WARRANTY. SPECIALIZED BICYCLE COMPONENTS, INC. SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUEN- TIAL DAMAGES ARISING FROM ANY BREACH OF ANY EXPRESSED OR IMPLIED WARRANTY ON THIS PRODUCT. THIS WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, AND ALL OTHER REME- DIES GUARANTEES OR LIABILITIES ARISING BY LAW OR OTHERWISE. No person or representative is authorized to assume any liability on behalf of Specialized Bicycle Components, Inc., in connection with the sale of this product. Some states do not allow the exclusion or limitation of incidental or consequential damages or limitations on how long an implied warranty lasts, so the above limitation or exclusion may not apply. This warranty gives the Original Purchaser specific legal rights, and the Original Purchaser may also have other rights, which vary, from state to state. PROCEDURE 1. The consumer brings the defective helmet in to the dealer. 2. If the dealer needs a replacement for the defective part, he/she will call Customer Service for product to be shipped. 3. Customer Service enters an order for a replacement product to ship ASAP. 4. If no product is requested for replacement, the dealer simply puts the defective helmet into the 'Warranty Returns Box' and fills out the defect tag. 5. At each dealer visit (or at the dealer's discretion), the dealer or Field Sales Representative goes through the 'Warranty Returns Box' and follows the procedure for the new Product Return Policy. WTS 9

10 Warranty-Tech Support 8/2/07 3:38 PM Page 10 HELMET CRASH REPLACEMENT POLICY AND PROCEDURE POLICY A crash replacement policy backs all Specialized helmets, with a proof of purchase. A 20% voucher for any crash circumstance backs all helmets. Since helmet models and graphics change, Specialized reserves the right to make substitutions as necessary. PROCEDURE A consumer can either: A. Call Specialized Specialized will require a proof of purchase as well as the return of the helmet. Once received, Specialized will send a 20% voucher good towards the customer's next helmet purchase. B. Take helmet into dealer When the consumer presents the crashed helmet, plus a proof of purchase, the dealer can then extend a 20% discount to customer. Dealers should follow the procedures for the new Defective Product Return Program, listing crash replacement as the defect. 10 WTS

11 Warranty-Tech Support 8/2/07 3:38 PM Page 11 UNCONDITIONAL TIRE GUARANTEE POLICY Specialized is so confident in its tires' performance that the company is now providing an unconditional satisfaction guarantee on every tire it makes. If for any reason, a dealer or customer is not 100% satisfied with any Specialized tire, they can return it to Specialized for exchange for other tires or other Specialized merchandise of equivalent value. Below is the customer-facing language for the 100% Satisfaction Guarantee. PROCEDURE If for any reason a customer is dissatisfied with any Specialized tire, they can return it to the Specialized dealer they purchased it from for a replacement or to exchange it for another Specialized product of equivalent value. Dealers can obtain credit to their account by following the procedure for the new Defective Product Return Program and list satisfaction guarantee as the problem. WTS 11

12 Warranty-Tech Support 8/2/07 3:38 PM Page 12 CARBON COMPONENT REPLACEMENT PROGRAM POLICY Specialized continues to offer a no-fault replacement program for Specialized Functional Advance Carbon Technology (FACT) components. This program is available for two (2) years from the consumer's date of purchase and provides the ability for consumers to replace a crashed or damaged component at a substantially reduced price. There is a safety issue with consumers riding damaged parts. Specialized wants to keep replacement costs low and retrieve the returned products from the field so that they can be analyzed and destroyed. Also, Specialized wants to maintain a reasonable dealer margin as an incentive to use the program. Dealers that need FACT replacements should always call their Customer Service Representative to arrange the transaction. The no-fault policy is designed to: Respect the substantial investment which FACT consumers have made Recognize that damage can occur on FACT components Acknowledge that the composite part, when damaged, may be unsafe for use Specialized has over-engineered FACT components to withstand high stress, fatigue and impact for a peak performance experience. Specialized wants to assure FACT consumers' safety by eliminating the risk of potentially damaged FACT components. FACT components can be subject to localized damage due to a variety of events, namely: WARNING: Using a damaged composite component can result in personal injury or death. PROCEDURE The transactions will occur as follows: 1. The consumer brings the suspect composite component and proof of purchase to an authorized Specialized dealer. 2. The dealer calls their Specialized Warranty Representative and begins the FACT no-fault replacement process: Dealer does not have replacement part: The Specialized Warranty Representative creates a WRC (Warranty Replace at Charge) to ship a replacement component to the dealer at the no-fault replacement cost. Warranty Representative creates a WRR (Warranty Return & Replace - No Credit) for the return of the damaged part. The Warranty Representative will cross-reference the WRC order number with the WRR order number. A call tag will be issued to ensure the return of the damaged component. Dealer has a replacement part: The Specialized Warranty Representative creates a WRC (Warranty Return for Credit) to return the damaged component and credit the difference between the original dealer cost and the FACT policy replacement cost. A call tag referencing the WRC number will be issued to ensure the return of the damaged component. 1. Damage from a bike accident, or direct impact, in which the FACT component is directly concerned, thereby reducing the FACT component's strength and integrity 2. Improper tightening or the over-torque of a bolt or clamp to a FACT component can damage the FACT component and significantly reduce the strength of the composite part Damage to a composite part can be difficult to visually identify. Any external surface damage, whether dents, fraying, gouges, scratches, fractures or chips could indicate damage to the composite structure, and therefore the component should be inspected and possibly replaced. If the bicycle or FACT components are involved in a crash or impact, even if no damage is visible, an authorized Specialized dealer should inspect the component for signs of potential material damage. If the dealer is uncertain after the inspection, the dealer should call Specialized to arrange for replacement of the component. 12 WTS

13 Warranty-Tech Support 8/2/07 3:38 PM Page 13 ROVAL WHEELS BY SPECIALIZED LIMITED LIFETIME WARRANTY Specialized warrants to the original owner only that this wheel when new is free of defective materials and workmanship. Wheels not purchased from an Authorized Specialized dealer are not eligible for warranty consideration. This does not cover normal wear and tear, shipping damage, damage from a crash or misuse, lack of proper maintenance. Under no circumstances is Specialized responsible for incidental or consequential damages or costs. This warranty excludes labor and shipping costs. All implied warranties, including the warranty of fitness for particular purpose and merchantability are hereby disclaimed. Some states and jurisdictions do not allow certain limitations or disclaimers. Check your local laws. Proof of purchase may be required. WTS 13

14 Warranty-Tech Support 8/2/07 3:38 PM Page 14 SPECIALIZED BRAND SUSPENSION LIMITED WARRANTY Specialized Bicycle Components warrants your Specialized rear shock or front suspension fork from the original date of purchase for a period of: 3 years on structural parts 1 year on bushings, spacers, hardware, seals, and hydraulic fluid from the original date of purchase of the bicycle. This warranty applies to the original owner and is not transferable. A copy of the original purchase receipt must accompany any product being considered for warranty service. Claims under this warranty must be made through an Authorized Specialized Dealer. LIMITATIONS OF WARRANTY This Warranty does not apply when we find: Damage due to abuse or misuse (riding the suspension beyond its intended use) Damage sustained in a crash and/or collision Lack of service/and or maintenance Service not performed by an Authorized Specialized Dealer Damage from improper cable routing, rocks, or improper installation Anything else which suggests the fork or shock wasn't properly installed or cared for SERVICE AND MAINTENANCE To maintain the highest performance and product life, periodic maintenance is required. (Maintenance instructions are included in your owners' manual.) Repairs and service to Specialized rear shocks and forks must be performed by an Authorized Specialized Dealer. For questions about your new purchase (performance, set-up, warranty etc.) please contact your local Specialized dealer or Specialized at There are no warranties beyond this Limited Warranty. Specialized disclaims any responsibility for incidental or consequential damages. Specialized's liability under this Limited Warranty is limited to replacing or repairing the shock or fork. Labor for removal and reinstallation is also disclaimed. 14 WTS

15 Warranty-Tech Support 8/2/07 3:38 PM Page 15 FRAME EXCHANGE PROGRAM Specialized is excited to announce its new Frame Exchange Program. This will be a great opportunity for both current Specialized owners and non Specialized owners to purchase a new Specialized frame. The frames available through this program represent the highest levels of innovation and technology. PROCEDURE This is an exchange program. Your customer will need to turn in their old frame which will need to be returned to Specialized. Contact your Customer Service or Sales Representative for availability on the frame your customer requests. The frames available for the Exchange Program will be a few road frames and a few mountain frames. All component issues including wear and tear and compatibility, shipping costs and labor are the responsibility of the customer. PRICING There are three pricing levels: 1 - Customer is exchanging a non Specialized frame (20% off dealer cost) 2 - Customer is exchanging a Specialized frame (20% off dealer cost) 3 - Customer is upgrading a Specialized frame with a legitimate warranty issue (25% off dealer cost) (Specialized will pay for shipping on warranty exchanges only) WTS 15

16 Warranty-Tech Support 8/2/07 3:38 PM Page 16 WARRANTY CONTACTS 16 WTS