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I left my Reverb AXS with my local bike shop for a service as it had started to sag a little and also had fore/aft play.
They had it for four weeks and I picked it up today. When I got home I found that there were several scratches/gouges on the upper tube - this was completely perfect when I dropped it off. It also looks like someone has tried to touch up the marks with something like nail polish that I could pick off with my finger nails.
I called the shop and explained what I’d found, and got the response “we thought it was like that when dropped off” I confirmed this was definitely not the case (bike is always stored/transported with dropper down and definitely not crash damage). I mentioned the nail polish and they denied at first then said they’d tried to “soften” the scratches by filling them in, as to not effect the seals.
The basic response was “I don’t know what to say to you” no offer of a refund of the service. I pushed for a solution and they said they have a reverb AXS in the shop and could probably swap the upper tubes over, however the guy wasn’t confident this would be ok!
Would also be another couple of weeks back in the shop…
Should I just accept this solution or any other avenues?
At a bare minimum they should be sourcing a brand new upper tube from SRAM plus sorting any damage that may have been caused by their screw up.
If they can't get a new upper, they should replace the whole thing.
If they refuse, a letter notifying them of taking them to the small claims court.
Im more confused what takes 4 weeks to be done on a bike?
Is it your axs or have they swapped it out...
No. Should be fixed to as good as it was, and if not possible they should replace it. How old was it? Might be a case they offer you a new one at a discount to allow for the use you've had but as it is shop damage and particularly given the way they tried to cover it up I wouldn't be standing for that.
I'd be demanding the new one they have in the shop free of charge with an apology for damaging yours and trying to cover it up. And asking for a refund on the service.
Manager has to be invited to come back with plan to repair or replace, with the clear message that otherwise you will be getting the stanchion replaced and the whole thing reserviced elsewhere and recovering any costs from them.
Are they just a bog standard lbs? I wouldn't trust one with something like that, and I wouldn't expect them to say they could do it.
Yikes! This is truly shocking behaviour that we here atstw forum have heard before though never easy to hear of.
It took them 4 weeks to service it…
It’s not a standard bike shop - they’ve fitted a vorsprung Luftkappe and serviced forks
for me in the past, I thought they could handle a reverb service!
Interestingly enough I mentioned this to a friend and he’s just found out the manitou forks they did a travel change on wasn’t completed properly.
I’m lucky in the fact that I bought a new dropper (needed more drop) and the reverb is now a spare - I’m not sure I can be arsed with the back and forth with the bike shop.
I actually put it on Pinkbike for sale yesterday at 350euros and someone has paid for it already…prob lost about 100euros due to damage but better than waiting another 4 weeks for the shop to sort…
The stanchion/upper on my axs reverb is badly scratched (my own doing). SRAM don’t sell it as a replacement part. I was advised to run it until it’s dead then replace it. A bit disappointing on a £700 seat post.
But seeing as you have shifted it on now…. It’s no longer your problem. But a bit poor by the bike shop. Shame honesty is hard to come by sometimes.
I’d be pissedoff if it was me. They’ve broken something that’s quite expensive so they should sort it out.
I’m appalled that you’re letting them get away with it. You’re just enabling their incompetence, poor customer service dnd frankly criminality!
And then they’ll do similar to another poor sod.
I found that there were several scratches/gouges on the upper tube – this was completely perfect when I dropped it off
IF you can definitively prove this ^ statement then go after the shop for a replacement.
If you can't prove this (as most of us can't in these situations) then talk to them nicely and agree a mutually acceptable solution.
Not simple - Sorry :o)
IF you can definitively prove this ^ statement then go after the shop for a replacement.
What do you do though, take photo's off all your bike parts, just before you take it in? Though that hardly a stupid option, given the majority of us have phones with relatively hi-def camera's. Trouble is, if you used/trusted a shop before, why would you even think to do this?
Hmmm I'd definitely be interested as to which "bike" shop it is, but can also see it's difficult to name and shame, with no proof, but their overall attitude seems very poor.
I won't name and shame, plus its a bike shop here in Ireland so the majority of you will be safe!
As mentioned above, its my word vs the shops and i can't be doing with the feet dragging/hand wringing - I've just made the decision to sell and move on.
They won't be getting my business anymore or the business of any of my mates.
Not sure why you bothered starting a thread as you've ignored all the advice and done no-one any favours in not naming them. Thanks!