Originally Posted by
Buzzatronic
Got an update today from the bike shop. Basically Cannondale said that from the pictures it doesn't look like a problem but we could send the frame to them to have them inspect/scan it and if there is damage they'd repair it. I called bull**** on that since it's clear that I was sold damaged goods out of the box (even according to the shop mechanic that put the bike together). I said I'm not interested in a repair to damage Cannondale caused, I'm interested in a the bike I'm paying $2K for not being damaged before it leaves the factory. Bike shop said they'd talk to Cannondale again and see what they say. They said if they do send out a new part, it'll likely just be the frame and we'd have to go through the hassle of disassembling and rebuilding the bike around the new frame which I imagine they aren't too excited about since it's lost labor for them as well.
So far I'm not very impressed with Cannondale's support or the bike shop's execution on this matter.
Unless things turn around in the next few days, I can safely say they've both lost a customer.
I had a small crack develop on the head tube of my synapse. Looked like just clear coat but the shop sent photos to Cannondale and I ended up with a replacement frame. The difference is one (mine) was a potentially dangerous issue if the HT decides to give out on a descent and the other (yours) is likely cosmetic. Granted, a new bike should not have damage and certainly not from those who build/assemble it. I wouldn't be happy either to find damage on a new bike. Did you get a good price? If so, that might be partly why. If you paid full price I think the shop could hook you up with some store credit or something.
Btw, did I misunderstand or is this shop more a sporting goods store than an LBS? You might get less satisfaction from a store that isn't a full on bike shop and they might not have the connections with Cannondale to get things done. Just a guess though.