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Afternoon all,
After several months of deliberating, I decided to go ahead and order myself a new (old stock - 2016) Trek Fuel Ex9 from a large national chain whom shall remain nameless for now. I picked the bike up on Saturday afternoon from the shop ~30 miles away, gave it a quick look and a quick bounce, and promptly put it on the roof rack and headed home for my daughters birthday party.
I finally got round to getting it set up last night and immediately spotted a rather large gouge out the paintwork on the seat tube, just above where the rocker link pivot is.
I started to recall all the stories I had read over the years about this particular chain's less than perfect track record of customer service. I phoned their main customer helpline first thing this morning and spoke to a helpful person who asked me to email some photos which I did. She then rang back this afternoon to say tough luck - the shop say it was fine when it left them, so it must have happened on the way home. Now while that's possible, I'd have thought it rather unlikely. It looks like the paint has flaked off(I'm starting to wonder if it might actually have been the wind that has done it).
So I rang the shop in question, and they're being very non-committal, saying they would 'almost certainly' have noticed if it was there on Saturday, but admitted they couldn't say for certain. The guy (shop supervisor) is going to speak to the assistant manager tomorrow to see if they 'can sort something out', which I presume means a five pound gift voucher.
Not sure where I stand really - should I insist on it being repaired or replaced, or are gift vouchers the best I can expect? I paid for part of it on credit card - is it worth pursuing the protection offered by credit cards if the shop and I can't reach a resolution?
I'll get some pics uploaded soon
it's like a brand new car, always inspect it before you leave the showroom/shop. once it leaves there it's your responsibility. only warranty items are covered. you should have checked it over before leaving the shop, who knows what happened to it on to of your car. you can't prove it didn't happen as equally you can't prove it was like that in the shop. lets face it 2 mins down a rock strewn trail it's going to look like a used bike anyway so if they do offer you a voucher i'd take it and think myself lucky
Ride it, get it covered in mud then move on.
http://share.photobucket.com/shareprofile/indexshare.php?id=NTQzODc=
and
http://share.photobucket.com/shareprofile/indexshare.php?id=NTQzODg=
Like RD says.
It'd be pretty hard for you to prove you didn't cause the chip..
afterall, you did carry it home on a roofrack.
This is kind-of the point about buying in person, I'm afraid. Mail order has extra protection because you can't check the goods before purchase, but buying in person you really should.
Touch-up paint/sticker - move on. Maybe a stone flew up on the way home? You'll never be able to prove either way unfortunately.
Tell the credit card company its not as advertised. Get your money back.
Don't waste time messing with the shop. You didn't pay for one with scratches, so you shouldn't put up with one that has them.
Don't put up with any messing about or "gift vouchers"
Within two miles of riding my brand new (then) £2k full-sus, the chain came off the top (bottom?) of the cassette because the shop hadn't adjusted the limit screw properly and took a chunk out of the chainstay. I could have argued this was their fault and they should fix it, but I would have considered myself a picky **** so I just kept riding my bike. Two years later, I can't say I've ever noticed it again.
Touch the paint up, accept a voucher and forget it.
Like how the nameless companies sticker is in full view on your picks! Unlucky mind. I wouldn't be happy with a paint chip like that on a brand new bike.
How did you miss that even with a quick look?
I don't know what a Trek Fuel Ex9 would cost, but I'd imagine 2k. Why not look it over if you've driven 30 miles to collect?
Put a sticker on it and move on with life.
It there yellow paint on the black suspension rocker? Looks a bit like that has been smashed into the side of the seat tube.
That's only a flesh wound. I'd touch it up and forget about it.
Having seen the pics it must have happened after you left the shop, no one would miss that during a quick glance let alone a proper check over it's massive!
"Where do I stand"
For the photo? Behind it, with your finger on the scratch a look of deep, [i]deep[/i] disappointment on your face.
By the way - i'd bet a quid that that's the result of a socket or driver bit sitting between the two and being squashed into/between them. Probably got packed with something there and damaged, or someone put their tool down abruptly on it. Either way I'd be pissed. It's not a gauge - the paint has cracked away as a result of a smooth round thing being pressed against it.
Sauce - [s]damaged[/s] built bikes for a while. Done it myself with a socket extension.
I agree with the above, see what they say but ultimately be prepared to touch it up or put a sticker on it. It looks like something hit it to me, is that a small chip on the suspension arm right next to it too?
Bikes are meant to be ridden and will get scratched and scuffed. My new FS is less than a month old and I've fallen off it once and got cable rub on the fork already (cable shifted and missed the protective frame stickers).
It would be frustrating but on the plus side, you might ride it faster now the first scratch is out of the way 😉
The second picture looks like it's been touched up in the past - then flaked off on the way home -if that's the case that's why you didn't notice it in the shop.
I'd be amazed if they missed that in the shop.
Maybe move that 'Evans' sticker over it 🙂
Tell the credit card company its not as advertised. Get your money back.Don't waste time messing with the shop. You didn't pay for one with scratches, so you shouldn't put up with one that has them.
Don't put up with any messing about or "gift vouchers"
You're a credit to consumerism. Don't worry that it may not be the shop's fault, just get someone else, anyone else it seems to stump up for it.
Sounds like a perfect excuse to buy a van and save further damage.
Sorry but looks like it would be hard not to notice when you picked it up. But then again I'm very picky or a right pain in ass depending on your view
I'll echo most of the above. Either you didn't notice it when you picked it up, or it happened after you picked it up.
Now, I'll add one other thought....If the shop [i]knew[/i] it was there and didn't tell you and/or 'hid' it, then you've got some grounds for a grumble. However, as you didn't notice it, you'll just have to suck it up.
Cant they just send you a touch up paint ?
How the chuff did you miss seeing that !
If it's possible that the paint 'flaked off' after purchasing due to faulty application you'd have a much stronger case, if you want to pursue it I'd go down that line. You don't have any redress once the bike has left the shop.
If roles reversed - you sold a bike and then buyer comes back to you claiming there is damage to it that was not done by them....Would you refund? I wouldn't. How do I know it wasn't their fault so why should I be out of pocket. Unfortunately it's your mistake for not checking it thoroughly and imo you've just got to take it on the chin.
Thanks all for taking the time to reply. On more balanced reflection today, it does seem at least possible that it wasn't there when it left the shop. Wouldn't have thought a stone could have caused something that big without leaving a more pronounced dent or at least going through the undercoat. I'm now thinking that it's maybe just a poor paint job, or has been previously touched up, and the wind when driving at 60mph has caused it to flake off. Very strange. Anyhow, I got a call this morning from the assistant manager at the shop who was really helpful, and he's arranging for the bike to get swapped out for one of the other ones they have in stock at a different branch. Can't say fairer than that - much happier customer today 8)
Where is it getting swapped from?
Looks like they might have a shop spoiled Trek bargain coming up
I started to recall all the stories I had read over the years about this particular chain's less than perfect track record of customer service.
This will help address that then 🙂
Great outcome!
Sod's law says you will have a crash on the first ride now and make a right mess!
Looks like they might have a shop spoiled Trek bargain coming up
I returned a NOS Kona Process to Wiggle as they'd damaged it prior to shipping (did a thread on it here), when they re-listed it as "shop soiled" it was for over 500 quid MORE than we'd paid for it...