mrcg Posted August 1, 2019 Posted August 1, 2019 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? First226 and nonky 2
ChrisF Posted August 1, 2019 Posted August 1, 2019 My 2c worth ..... having stood on my principles, and fought what was mine in the past .... If you get a "decent offer" - TAKE IT !! Hard reality :- Head office can help with the frame- the previous shop is clearly not on par, and would not take a new frame there for them to mess up ...- NO REASON for the new LBS to spend their labour hours fixing somebody elses mistake .... Think long term ... you need to build a relationship with your current LBS ..... why pick a fight with them for something that is NOT their mistake ? and frankly, with a new frame you are better off than before, so a small contribution from your side is not a big issue. at least that is my humble opinion. nonky, JohanDiv, Skylark and 15 others 18
JohanC Posted August 1, 2019 Posted August 1, 2019 Nope, that is BS from the brand and LBS. can only guess which brand this is..
mrcg Posted August 1, 2019 Author Posted August 1, 2019 (edited) My 2c worth ..... having stood on my principles, and fought what was mine in the past .... If you get a "decent offer" - TAKE IT !! Hard reality :- Head office can help with the frame- the previous shop is clearly not on par, and would not take a new frame there for them to mess up ...- NO REASON for the new LBS to spend their labour hours fixing somebody elses mistake .... Think long term ... you need to build a relationship with your current LBS ..... why pick a fight with them for something that is NOT their mistake ? and frankly, with a new frame you are better off than before, so a small contribution from your side is not a big issue. at least that is my humble opinion.Hi Chris,thanks for your input.You misunderstood though: i am only in a fight with the previous LBS. The current one is only supporting. Edited August 2, 2019 by mrcg DieselnDust and Steven Knoetze (sk27) 2
Me rida my bicycle Posted August 1, 2019 Posted August 1, 2019 So I am guessing the old frame is non boost and the new one is. I would take the new frame and pay for the hub, seatpost etc. You getting a new frame which comes with warranty.Repairing the BB area on a bike is a definite no go for me. AdamA, dasilvarsa, Steven Knoetze (sk27) and 14 others 17
Butterbean Posted August 1, 2019 Posted August 1, 2019 As *** as it is, take the offer of the new frame to be shipped to your trusted local LBS. Pay the trusted local LBS, if you've moved to jhb I would have to say make sure it's Anton at Summit Cycles, of its Cape Town just go to Droo at Stoke. Pay your money, and have the bike and wheels built properly. The peace of mind will be worth much more than the rebuild costs anyway, and at least they won't be touching the new frame other than, hopefully, boxing it ip properly. Captain Fastbastard Mayhem, AdamA, Frosty and 4 others 7
Martin PJ Posted August 1, 2019 Posted August 1, 2019 I have learnt with these things, pay what you have to and make sure the end product is perfect. You'll forget the money, but not the sub par bike every time you look at it. Go for the offer of the new frame. Skylark, Andrew Steer, Jako De Wet and 4 others 7
Eddy Gordo Posted August 1, 2019 Posted August 1, 2019 I would also take the new frame. What hubs do you have, you might be able to make use of boost adapters if it is a case of boost difference and not wheel size. BigDL, Hairy and Steven Knoetze (sk27) 3
ChrisF Posted August 1, 2019 Posted August 1, 2019 Hi Chris,thanks for your input.You misunderstood though: i am only in a fight with the previous LBS. The current one is only supporting.Will consider your points carefully - has crossed my mind.... Personally I would not trust that previous bunch with my new frame .... Steven Knoetze (sk27) 1
Eldron Posted August 1, 2019 Posted August 1, 2019 Take the new frame and consider the build over fees as the upgrade cost to get said new frame. That seems reasonable to me. JohanDiv, Andrew Steer, slickjay007 and 6 others 9
solty Posted August 1, 2019 Posted August 1, 2019 Take the new frame, build it up yourself with advice from the new local LBS, building good relationship with them. Assembling a bike is not rocket science, but a great experience. Just get the shop to press in all the bearings, particularly BB if new frame is still pressfit, thats the bit that's a bit specialized. ChrisF, cadenceblur, BigDL and 1 other 4
cadenceblur Posted August 1, 2019 Posted August 1, 2019 had a similar issue a while ago where a frame was warrantied and I had to foot the bill for the rebuild, had the misfortune of being in that position again thereafter and insisted that rebuild was part of the warranty process. But, yes, rebuilding yourself is also a fun and educational experience Hairy 1
ivr32 Posted August 1, 2019 Posted August 1, 2019 You got a brand new model frame. The other costs are minimal compared to a dead lost old frame that you can't ride with Matchstix, BigDL and Steven Knoetze (sk27) 3
etienne_jordaan Posted August 1, 2019 Posted August 1, 2019 Take the new frame. 2015 to 2019 model is a big plus. jdwet1980, BigDL, Steven Knoetze (sk27) and 3 others 6
RocknRolla Posted August 1, 2019 Posted August 1, 2019 (edited) So glad tomorrow is friday.The person that guesses the bikeshop and brand correctly can go home early tomorrow. Edited August 2, 2019 by RocknRolla
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