New bike - scratch damage

Miss_Molly

I ordered a new bike in a shop and paid a deposit via credit card.  

A few weeks ago, I paid the balance by bank transfer and the shop built the bike. 

They have since been in touch to say there are scratches on a couple of the parts and sent photos through.  One of the scratches looks as if it has gone through the protective coat and will rust.  

The shop have offered gift vouchers £50 (bike cost £2,000).  This is not a shop near me and they don’t really have anything that I would buy.  I would probably end up spending more money just to buy something with the vouchers.  

I have asked why the damaged components (not the frame) have not been replaced and they have replied that it would be the end of 2022. Their website allows me to order an identical bike with delivery with 3 months.  

I am unhappy.  I don’t want to accept a brand new bike with scratches and I’m feeling a bit rail roaded by the shop to accept vouchers.  

What are my options?

Manxman_in_exile

I presume they're specialist bike builders who know what they're doing?

If the scratches mean the bike will not be of "satisfactory quality" * and that rectifying the scratches will mean waiting until the end of 2022, then I'd have thought you could cancel the contract under s28 of the Consumer Rights Act 2015  Consumer Rights Act 2015 (legislation.gov.uk) if you don't want to wait that long.

*  s9 of the same Act covers what is meant by "satisfactory quality".

As regards the potential effects of the scratches and the pros and cons of just accepting them, or waiting 10 months or cancelling, you could try asking on the "Public Transport and Cycling" board below.  Just tell them you've also posted on the consumer board for consumer advice.

Public Transport & Cycling — MoneySavingExpert Forum

Aylesbury_Duck

Tel them you want to cancel the order. That might elicit some other options.

bris

Reject it and tell the you either want a refund or a new bike if you can wait 3 months.

How did you pay?

Ergates

What is the component in question?    What is the full price of that component?   How much would it cost to replace it?  Would it be possible to have the protective coat repaired replaced?

Miss_Molly

There are 2 components.  

The brake calliper has a tool mark. 

The crank arm has a chip.  

Replacement costs are around £200, excluding labour.  

I have no idea if the protective coat could be repaired. It looks like the chip has come right through to the metal.  

Ergates

Miss_Molly said:

There are 2 components.  

The brake calliper has a tool mark. 

The crank arm has a chip.  

Replacement costs are around £200, excluding labour.  

I have no idea if the protective coat could be repaired. It looks like the chip has come right through to the metal.  

On the crank, is it a paint, or a colourless/clear coating?

Miss_Molly

It’s normally paint.  It’s black.  On the crank the chip is at the bottom of the photo and it’s hard to see  

Ergates

It should be possible to correct those then - bit of the appropriate black paint and some lacquer, Halfords etc sell kits for repairing car paints (I think kits for bikes are available too) which should do the job of hiding the blemish and protecting from water ingress. I suspect those crank arms are carbon though, and I don't know if such paints would be suitable - if not, there should be something else available.   A clear vinyl cover on the crank (which is usually a good idea anway) will reinforce that too.

Obviously, IF, you'd be happy with that - i.e. remove the risk of corrosion, but the blemish would still be there and whilst it wouldn't be really obvious you'd know it was there, and when dropping £2000 on a new bike you like it to be shiney and new when you get it!

Miss_Molly

Yes.  It’s like accepting a new car with scratches!

Ergates

Miss_Molly said:

Yes.  It’s like accepting a new car with scratches!

I totally get that - I was just meaning that if your primary concern was water ingress due to the damage then that can be fixed.

But if I was spending £2000 on a bike I'd want it perfect.