< ="-" ="text/; =utf-8">< name="ProgId" ="Word.">< name="Generator" ="Microsoft Word 12">< name="Originator" ="Microsoft Word 12"><> I just landed and will go and speak to Bennie tomorrow (almost 20h of airports and flying). I feel I just need to set a few things straight after his reply. (1) Of course I am upset. I just lost a bike that will be expensive to replace. (2) I don't see how it could be my fault. I think it is very understandable to blame the bike shop when they lost your bike and it was stolen from their washing bay. (3) It did not publicly humiliate you. I merely stated what happened. I was disappointed that it took two emails from me to get a response - 2 days later I might add. Still I think my posts have been fairly diplomatic considering my situation. (4) At no time did I say I was not willing to talk. (5) I also stated that I have been happy with your services in the past and did not expect this to happen. (6) My only demand has consistently been for you to look at helping me with my insurance value (10K) - either by claiming yourself or whatever else you might consider. I did not demand a new bike! (Even if you give me a bike at cost, I will still have to add a lot of money out of my own pocket with/without an insurance payout - a replacement Trance/Anthem X2 is 20K+ retail) Given this I have to take offense to: "You simply blaming us and making demands before we have even assessed all the alternatives is quite disturbing, and in my mind, unfair." You give me no choice but to quote your last (before today only) email to me: " I am sorry about your bike. However we as a shop can not be held liable nor responsible for your bike being stolen or damaged whilst in our care. This is also clearly stated on our jobcards. We are very careful with our customers bikes and try to ensure that it is locked up, safe and supervised at all times, however, criminals have devious plans and strategies and exploit/create any opportunity. We have discussed the case with our insurance and they confirmed that it is not possible for us to claim/insure customer's bikes as it is not our property. Our broker is of the opinion that your bike should be claimable from your insurance, even though it was not under your direct control at the time. It is similar to your car being damaged/stolen whilst at a service at the dealer. They also advised that we can not report it to the police as it is not our property. We will however try to assist you as best we can to limit the financial impact of the theft of your bicycle and for you to get a new bicycle. I have asked our broker Eddie Scott, to contact you to assist you with lodging a claim with your insurance and to advise how to ensure things get sorted out asap...? It seems to me that you only gave me one choice and was very clear in it - we will give you a discount on a new bike but you must claim from your insurance.