I had similar experiences up to yesterday....and from today's new experience, it was a different ballgame.My first attempt to contact Rider Care was not positive. I am interested in purchasing a 2nd battery for my Vado 5.0 IGH. My LBS, who I had issues with during the Specialized Delivery of the bike, says they can't order spare batteries. They recommended I contact Specialized directly. The battery is not listed on the site, so I sent Rider Care an email.
The email was sent seven days ago and I have yet to receive a reply.
I am 100% happy with the bike. But my first experience with dealing with Rider Care was a let down. My LBS, which is the only Specialized Delivery shop in my area, is not all that great either.....my issues have been minor, but makes me concerned on how future support will be for major issues.
I do plan on contacting a few other LBS that carry Specialized (along with other brands) to see if I can get better support.
Try giving them a call again today and see if they are more responsive. It would be helpful to all to validate the "new and improved" changes that are supposedly in place.