LBS bike damage, advice please...

Evil Laugh

Hi

Dunno if this is right forum but.....

My bike has just come back from a service from my LBS so I can sell it. I've just pulled the advert from classifieds as I've noticed loads of damage to the parts and frame.

I take very, very good care of my bikes and before I put the bike into the LBS I was discussing a sale with someone on here so I inspected the bike very closely for marks and therefore know exactly what marks there were, which was hardly anything.

On return I now have one Sram Red rear mech with deep scuffs where previously perfect, one as new Sram Force carbon shifter now scratched all over, scratches to the carbon forks and a chunk taken out of a rear stay down to the bare carbon. Black anodising on the handlebars is also scratched down to the bare metal.

My bike has gone from looking pristine to carelessly looked after. The LBS have moved shop while they've had my bike and it looks to me like they've slung my bike in a van with others on top of it.

I didn't notice when in the shop and they are shut today. I'm wondering what I can expect them to do about it and how I should approach them next week.

Should they have insurance to cover these things? Should I expect new replacement parts? What about the frame?

Any advice greatly received, I'm on first name terms with all of them at the shop and feel really awkward but at the same time feel my bike's value has been significantly reduced through their carelessness.

Bar Shaker

Assuming the bike is still saleable, they should recompense you the difference between what it was worth and what it is now worth.

As you have previous correspondence regarding a sale, you have some proof of what it was worth. The difficulty will be in proving that they have done the damage. In reality, this will be almost impossible without photos of the parts that are now damaged, taken just before it went to the shop. Pointing out damage some weeks after collecting the bike is likely to receive a rebuttal.

As advice to anyone else - always inspect your bike in the shop, before taking it home. Point out any damage there and then. It may even be worth photographing your forks and rear mech, as there are where damage would be most likely.

I have had people try to claim that I had damaged their car when it was in a workshop I used to own. I took digital photos of every car that was left with us because of the amount of people that tried it on, claiming damage caused by us. I have no doubt that this claim is genuine but many people are not so honest and if the LBS rejects your claim, you need to understand things from his position.

All of this aside, the LBS should have pointed the damage out to you, were he taking good care of his customers and their bikes.

top_bhoy

Bar Shaker wrote:

I have no doubt that this claim is genuine but many people are not so honest and if the LBS rejects your claim, you need to understand things from his position.

Super, the LBS screws up, fails to inform and in any subsequent customer claim, the customer needs to understand things from the LBS position when its rejected.

My opinion...and it is only my opinion, if you don't have pictures showing the bike immediately prior to work commencing and/or a signed letter from the LBS stating the bikes condition prior to work commencing, should the LBS take a hard line ie lie, you're stuffed. I also have my doubts whether an email to a forum member detailing the bikes condition prior to work commencing would be sufficient.

One other avenue to explore to validate your claim is to try and find others whose bikes suffered damage at the same time....difficult though. Lets hope the LBS steps up to the plate for you at the first time of asking.

Evil Laugh

Anyone worked in an LBS know if they should have insurance to cover themselves for damage for customers goods?

I know I have to have liability insurance but I work in construction.

I have insurance on my bike but not updated it yet to include the new parts. as I've not been riding it.

:x

ynyswen24

The shops public liability insurance won't cover such damage to a bike while in their care (I would imagine not anyway) but they still do have a duty of care, especially as you seem to know them on a personal basis. It's concievable, since they've been moving premises that they were unawre that such damage has occured in transit (maybe the repair work was done beforehand and they simply didn't realise when they gave you the bike back). Accidents can honestly happen.
I have had a similar experience (though much smaller level) with an IBS I used - bike booked in for a headset strip and service, when I got it back (late...) it was stinking and the speedo cable had been split by being caught in the hurredly serviced HSet- 'it was like that when you brought it in'...I stood my ground (polite but firm) and was offered a replacement speedo with me paying the difference in price from the model I had, which was fine by me.
Also, I worked in a bike shop where we (collective responsibility) crimped someones top tube in a workstand. We rang the customer and had a new frame in waiting for his approval by the time he called in - we fec##d up so it was up to us to sort it out. Hopefully you're IBS will do the same as ultimately it's your word against theirs. The important thing to remember is that polite but firm will be a lot more effective than splenetic rage - but don't be afraid to point out that as well as losing your custom you can always tell all your mates about whats happened.
Best of luck, hope they act reasonably

Evil Laugh

Cheers. I hope so too.

petemadoc

Legally there's probably not a lot you can do but it's not really about going down the "legally" route

I'd go in with the bike, show them the damage and ask to speak to the owner or manager. If you're already a good customer and they know you they should be reasonable about it. The last thing they'll want is to loose your custom and all the custom of all the people you tell about their shoddy service.