So, a bike shop made a mess of my Cannondale F-Si

Lol. I mean, not really lol for you, but wow!

Yeah. Bit of a mess.

"We can neither confirm or deny that hatchets were used in this repair job. We do however strongly dispute the allegations that hammers were used"

Etc etc.
(apologies for Spam. My day has been messed up by various things and I'm now on a slow train still about an hour away from getting any work done #csb)

Send them a poo

Hope it gets sorted quickly. My experience of bike shop work is so bad it's one of the reasons I've since built frames up and not bought complete bikes.

Had a quick chat with CSG. Didn't name and shame, just explained the situation.

They asked for the dealer to talk with them, and for them to arrange for the bike to be posted back to them for inspection.

That's all positive.

Woo. Any idea when you'll get a bike? Any bike?

No idea :)

Nightmare. Hope you get it resolved.

My home contents insurance covers me for legal expenses in dealing with this, should it come to it, apparently.

Additionally, legal advice suggests that because the shop did not notify me of the damage to the headtube junction and stem when they first received the bike, it can be argued that they had ample time to inspect it, and should it go to court they will be asked why they did not pick up on it, and flag it up with me as a further item for repair or warranty replacement beyond the scope of the works agreed.

can you tell us who it is yet so that we can avoid the shop?

If you see Howard there in his bivvy bag, don't go in :-)

I thought this too! This whole mess reminds me of why I don't leave my bikes in the hands of others.

My tool collection is an ever expanding thing due to this very reason.

I bought a saw purely for use on carbon fibre the other day, which felt both profligate and sensible at the same time.

ffs @howard is one of the calmest and most gentle minded people i know. for him already having to contemplate legal action is indicative of how poorly this shop is managing this fuck up. for me customer service is not about doing ones job - that should be a given. customer service is about how you handle things when they go wrong. blaming the customer for where they purchased the bike and also trying to deny the damage and make excuses is a complete failure.

a reputable bike shop should have insurance and be able to call upon it when things do go wrong.

There are some shops that are excellent. I can name three near me. Won't name em here though in case people get their wires crossed.

ffs @howard is one of the calmest and most gentle minded people i know. for him already having to contemplate legal action is indicative of how poorly this shop is managing this fuck up.

I'm just kicking the tyres, figuring out my options, who will support me and how etc.

I have utter faith in Phil at Neil's Wheels in Kingston. He races mtbs, rides lovely shiny bikes and is thoroughly professional with great attention to detail.

This is pretty much the email I wrote to the head of Specialized UK after some crap work by a Specialized concept store and a poor warranty experience. I also pinched his email from LinkedIn. I got an email back from him the same day- ended up with a pair £1500 pair of wheels and a brand new bb30 S-works crankset.
Definitely pays to underline that you've been a long term customer, and have invested in the brand. No-one up top ever wants to hear this kind of thing.

Thanks, good to know.

I would be absolutely amazed if the 'real' Cannondale are like 'yah, six weeks and the rest off the bike, and then a hatchet job - that's a totally legit warranty experience'.

But then the bike biz does genuinely amaze me some times.

Then we all email Cannondale to tell them that we read this thread and have been scared off ever buying one of their bikes.

Do you think TF were trying to do you a favour by replacing so much - ie only perfection rather than just doing the warranty bit? I've only had great service from them.

Cancels Slate order