Bike should've failed quality control...but didn't

cojones
cojones Posts: 131
edited February 2013 in Road general
Ok, so not strictly bike buying advice but advice nonetheless. I recently bought a £2800 (RRP) bike from a well known online retailer and upon giving it some TLC yesterday I noticed that the initial letter was missing from the brand name on the front side of the frame. So where it should say "Brand" for example, it says "rand". On the other side it correctly says "Brand".

I have contacted the retailer by email - as I cannot find a phone number - and sent photos of the flaw, and am awaiting a response.

This sort of flaw shouldn't exist on a £500 bike let alone one over 5 times that cost. I've had the bike 5 weeks now, however I feel that I cannot accept the bike due to this issue.

Does anyone have any advice on how to proceed with the retailer?

Thanks,

Matt
«13

Comments

  • Grill
    Grill Posts: 5,610
    5 weeks and you still haven't had a response?
    English Cycles V3 | Cervelo P5 | Cervelo T4 | Trek Domane Koppenberg
  • RDW
    RDW Posts: 1,900
    If it's a Basso, Look or Trek I would definitely take it back!

    Seriously, that's a clear manufacturing defect, even if the effect is just cosmetic - you should be able to get a replacement.

    Surely all the well known online traders have a phone number somewhere..? Name and shame!
  • jordan_217
    jordan_217 Posts: 2,580
    edited February 2013
    5 weeks to notice??? Are you able to post a pic?

    A bit of advice based on other previous BR threads that started similar to this - Wait and see what the response is from the retailer first. I know you've been very diplomatic and not named names but others have come on here in the past rubbishing retailers and it's not helped their cause. (I know you haven't done it but just something to consider). Especially when CS teams from certain retailers monitor this forum.

    I would wait and see what response you get....

    You haven't bought one of those new fangled 'Scunt' bikes have you? :wink:

    EDIT: Not clear as to if you've had the bike 5 weeks and not noticed or you emailed the retailer 5 weeks ago and not had a response???
    “Training is like fighting with a gorilla. You don’t stop when you’re tired. You stop when the gorilla is tired.”
  • Grill
    Grill Posts: 5,610
    By process of deductive reasoning I've come to the conclusion that this a Focus (probably a Cayo Evo 2.0) you purchased from Wiggle. Am I right?
    English Cycles V3 | Cervelo P5 | Cervelo T4 | Trek Domane Koppenberg
  • cojones
    cojones Posts: 131
    To clarify, it took me 5 weeks to notice. The offending word is in small font at an angle on the headtube and partially obscured by cables, not one of the more prominent and larger occurrences of the name.

    I'm not prepared to post a picture for obvious reasons and I will take on board the advice re: wait to see what the response is. I'm not going to rubbish the retailer as I use them a lot and generally think they are excellent. I just wondered if other people in my situation would be prepared to live with the defect or not.
  • cougie
    cougie Posts: 22,512
    I cant see how posting a photo is rubbishing a retailer. A sticker failed. Its hardly the end of the world. It took you 5 weeks to notice after all. Are you quite sure that the sticker hasnt rubbed off ?

    I'd be a bit upset - but its not grounds to reject the whole bike. I'd expect a bit of a refund or something though ?
  • Grill
    Grill Posts: 5,610
    To be fair if it took you 5 weeks to notice then you of all people should probably realize how easy it is to miss something so small on the PDI. I assume that it's mechanically sounds which is what techs tend to concentrate on.
    English Cycles V3 | Cervelo P5 | Cervelo T4 | Trek Domane Koppenberg
  • TakeTurns
    TakeTurns Posts: 1,075
    I would get it replaced tbh. Bikes lose so much value after they've been purchased new. That 1 letter would effect you even worse if you wanted to sell the frame in the future.
  • ddraver
    ddraver Posts: 26,383
    If I'm completely honest I can't even see how it's an issue for you, but on the other hand I can see how you could get a few vouchers out if it so....
    We're in danger of confusing passion with incompetence
    - @ddraver
  • Are the stickers under or over the clear coat? If they are over, you sure the cables havn't rubbed that letter away?
  • diy
    diy Posts: 6,473
    Probably can't reject it after 5 weeks of ownership (but its close to the typical 4 week limit), they need to repair or replace. It might well have been a factory 2nd, snuck out by the retailer hoping you wouldn't notice. I'm assuming the letter is under lacquer so hard to repair.

    give them a few days then send them a more formal defect notice, threatening rescission.

    Dear

    [Reference: contract number]

    On [date] I [bought/placed an order for] a [item], received it on [date]. I have discovered that the [item] has the following problem: [add details]

    The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the [item] [repaired/replaced] and I would request that you confirm that you will do this within the next seven days.

    I also require you to confirm whether you will arrange for the [item] to be collected or will reimburse me for the cost of returning it.

    I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.

    Yours sincerely,

    [Your name here]
  • Grill
    Grill Posts: 5,610
    Wow, people round these parts get all kinds of aggro with invisible defects that don't actually have any effect on the bike. Saying that a missing sticker makes the bike unfit for purpose is ludicrous and even trying to have a go at the quality is a stretch.

    If ya'lls rode your bikes half as much as you spent worrying about them the world (and this forum) would be a better place.
    English Cycles V3 | Cervelo P5 | Cervelo T4 | Trek Domane Koppenberg
  • Strith
    Strith Posts: 541
    Wouldn't bother me in the slightest to be honest, but it's perfectly understandable that might bother you.

    I think it's reasonable to expect it to be corrected if you really want it done, it's an expensive piece of kit. You wouldn't keep a Tag Heuer watch with the 'T' missing would you? I don't think you'll get away with saying its not fit for purpose though. Bit of shame you didn't notice sooner.
  • cougie
    cougie Posts: 22,512
    It's clearly fit for purpose. I don't think that a missing letter (that took 5 weeks to notice) would affect resale value much. As soon as you've bought it - its halved in value.
  • cojones
    cojones Posts: 131
    Thanks All. A good variety of responses.

    I would like to point out that I never said it wasn't fit for purpose. I very clearly said it is a flaw. It doesn't affect the ride of the bike however it does affect any possible re-sale value.

    Something just doesn't sit easily with me when spending over £2k on a bike for it to be flawed. My worry is that it has been pushed out hoping it wouldn't be noticed as already suggested, and this makes it feel a little less than comfortable.
  • Do us all a favour and post a picture and see if we can spot the mistake! What harm can that do?
  • rolf_f
    rolf_f Posts: 16,015
    cojones wrote:
    Thanks All. A good variety of responses.

    I would like to point out that I never said it wasn't fit for purpose. I very clearly said it is a flaw. It doesn't affect the ride of the bike however it does affect any possible re-sale value.

    Something just doesn't sit easily with me when spending over £2k on a bike for it to be flawed. My worry is that it has been pushed out hoping it wouldn't be noticed as already suggested, and this makes it feel a little less than comfortable.

    Don't really understand why people don't understand that the OP wants a luxury object not to be spot on. Lets be honest, the main practical difference between a 2k bike and a 1k bike is what the words on the frame and components say. How much for an Uper Ecord groupset?!

    Just be nice and polite about it. Worth reminding the maker that had the factory quality control been done properly, the frame would have been rejected. The manufacturer isn't losing out by providing a replacement frame.
    Faster than a tent.......
  • meesterbond
    meesterbond Posts: 1,240
    It'll be a collectors item in a few years time... worth millions.

    Everyone will be clamering to buy your anondale, ocus, pecialized, ervelo or hatever [sic]

    To be honest though, if it took you 5 weeks to notice then I doubt you can reject it.
  • cojones
    cojones Posts: 131
    It'll be a collectors item in a few years time... worth millions.

    Everyone will be clamering to buy your anondale, ocus, pecialized, ervelo or hatever [sic]

    :lol:
  • iPete
    iPete Posts: 6,076
    I blame iggle
  • jgsi
    jgsi Posts: 5,062
    Didnt the packet of aribo sound a warning bell for you? :wink:
  • Should've gone to Halfords!
  • desweller
    desweller Posts: 5,175
    Bustacapp wrote:
    Should've gone to Halfords!

    Don't you mean alfords?
    - - - - - - - - - -
    On Strava.{/url}
  • me-109
    me-109 Posts: 1,915
    Maybe he went to pecsavers?
  • Mikey23
    Mikey23 Posts: 5,306
    Didn't have that problem on my Pecialized or my iant ...
  • diy
    diy Posts: 6,473
    Grill wrote:
    Wow, people round these parts get all kinds of aggro with invisible defects that don't actually have any effect on the bike. Saying that a missing sticker makes the bike unfit for purpose is ludicrous and even trying to have a go at the quality is a stretch.

    If ya'lls rode your bikes half as much as you spent worrying about them the world (and this forum) would be a better place.

    So you'd be quite happy to get a factory second with minor cosmetic defects, without any discount for the flaw?
  • iPete
    iPete Posts: 6,076
    diy wrote:
    Grill wrote:
    Wow, people round these parts get all kinds of aggro with invisible defects that don't actually have any effect on the bike. Saying that a missing sticker makes the bike unfit for purpose is ludicrous and even trying to have a go at the quality is a stretch.

    If ya'lls rode your bikes half as much as you spent worrying about them the world (and this forum) would be a better place.

    So you'd be quite happy to get a factory second with minor cosmetic defects, without any discount for the flaw?

    If I found a letter missing, from a tiny sticker, under a cable, after riding a bike for 5 weeks? No.

    If I realised I was riding a inelli, ek or ocus, written in big letters down the seattube, yes.
  • i could understand if it was the main decals running down the length of the bike but as it took you 5 weeks to notice im assuming its a very small decal? If you went to sell the bike i doubt even the buyer would notice. If it is behind cabling stick some frame protector over it and its forgotten about.
  • You haven't got a letter missing. It is SUPPOSED to say Pinarello. The fault is on the other side which has an extra letter and says Spinarello. :wink:
    ___________________________________________
    Titanium Bertoletti
  • rolf_f
    rolf_f Posts: 16,015
    iPete wrote:
    diy wrote:
    Grill wrote:
    Wow, people round these parts get all kinds of aggro with invisible defects that don't actually have any effect on the bike. Saying that a missing sticker makes the bike unfit for purpose is ludicrous and even trying to have a go at the quality is a stretch.

    If ya'lls rode your bikes half as much as you spent worrying about them the world (and this forum) would be a better place.

    So you'd be quite happy to get a factory second with minor cosmetic defects, without any discount for the flaw?

    If I found a letter missing, from a tiny sticker, under a cable, after riding a bike for 5 weeks? No.

    If I realised I was riding a inelli, ek or ocus, written in big letters down the seattube, yes.

    So you are less fussy than the OP - this is great for you but doesn't mean anything! If you accept that missing letters can be a reason for complaint, then the size of the missing letter becomes less relevant. The seatstay top of my Ribble says 'rafted in Italy' on it. As it was a replacement frame, tbh, I just found it slightly funny (a - because it is a barefaced lie and b - because the QC clearly hasn't been that well rafted :lol: ) but I'd probably have been at least demanding freebies if the original had come like that.
    Faster than a tent.......