Hi Hubbers, I’m looking for some sound professional advice, preferably from people in the know. Before I get to the naming and shaming part (which I know many Hubbers are salivating for), I want to first establish the basic principle in this matter. I have consulted other stores and Head Office of this well-known brand, BUT would like to also bounce this off my fellow hubbers before making a final decision. The issue: NX DUB upgrade done to my 2015 frame in March with LBS store, where I was a customer for the last 5 years (both my bikes).Ride was immediately not smooth and was reported after first weekend. Was informed it all needed to “seat” in. After 2 months of riding, I checked chain wear and needed to change chain (after 320km!). Chose a new GX chain.Moved to another city (different province) and a month later (June 10th) brought bike in to a new local same brand store for a check, due to gear slippage They unearthed the following: my previous LBS failed to epoxy the BB into the shell (this was confirmed as the correct procedure by Brand Head Office) and this caused an ovalisation (lip creation) in the frame shell. The BB was freely rotating in the shell. Also, my wheels were both incorrectly built (as a side note).Took bike to a known and respected carbon repair place – owner told me he can’t and won’t guarantee any work in that sensitive area. He also recommended I should rather approach previous LBS for a frame replacement.I contacted previous LBS and initially there was a whole blabla about normal wear and tear and it should just be repaired. After consultation with new LBS (and confirmed again by brand HQ) this is not the case and I again had a few calls to previous LBS.Finally, they took the initiative to have frame sent to Head Office for an assessment, following which previous LBS finally offers to replace frame, despite still citing wear and tear etc. But the caveat is, the same frame make is no longer available from the brand (no longer is in stock or production). I don’t get the full report of HQ sent to me – for ostensible “confidentiality issues”.After a further good week and no feedback, I contact them and am then am finally told they have sourced a used frame (of same year but slightly higher in quality). I say that’s ok, but I need a frame assessment to ensure no issues exist, and also a roadmap if something crops up later. I also mention that perhaps a new frame is better for peace of mind for both – seeing as they get the frame at a heavily discounted price, also bearing in mind that I am now in a different province.Then previous LBS finally offers new 2019 replacement frame BUT all follow-on costs are to be for my account. This means I am now liable for a new hub, wheel build, seat post and BB. Never mind second wheel build. This total cost (with all sundries) I am not sure of, but this will easily amount to a few grand (cost price to them is way less).I reject the offer as I do not feel it is right that I need to cover any follow-on costs.I then get email stating three choices: 1. Sourced used, comparable frame with sign-off on frame by head office BUT any build costs are for me 2. New replacement frame BUT all required components and build costs for me 3. Repair old frame and sign off by HQ.Update: final email is now for frame to be sent to Bogus to be repaired with a 6 month guarantee. As much as I value Bogus, this will not afford me peace of mind after 6 month warranty period is up.So, those are the facts. I have refused to be liable for any follow-on costs based on the fact that this whole sorry saga was only due to their negligence and incompetence – despite me possibly getting a new and upgraded frame. I feel I need to be back in a position where I was before – with a fully ride-able bike, without having to pay a few hundred or thousand Rands to achieve this. I am quite determined to follow through on a legal route on principle, as well as expose them on all social channels. PS I have also spoken to Brand Head Office and they have apparently bent over backwards to accommodate the store with a discounted frame - but they are unable to pressurise store any further to do the correct thing. So, long story short: what do you guys say? Am I wrong?
