Jaydee1

Update: Here's a direct link to the update and photo: https://www.bikeforums.net/19865591-post16.html

Hey Folks,

I'm new here, and new to road cycling. I just bought a new Orbea online from bike shop and I'm seeing some issues. I'm not thrilled as I specifically requested a new bike, not a floor model, not a demo, and wanted it from the warehouse/box. I was told it's brand new.

I'd like to know your thoughts to see if you think this is normal for a brand new bike:

1. The brake discs show wear (see photo)
2. Scuffed rear derailleur down to metal
3. Scuff on stem down to metal
4. Long scratch on crank down to metal

On top of all that, the left brake/shifter assembly was sticking out of the box upon delivery, so it's also scuffed.

The frame is dusty in "hard to reach areas" as well. So it definitely doesn't seem like it's fresh from the box.

Some of the scuffed parts, I can understand, as they may have rubbed during shipping. But the brake discs seem a little odd having clearly been worn. When I check out new brake discs online they don't have this wear pattern.

Just want to make sure I'm getting a "new" bike that's up to snuff.

Please let me know your thoughts and what you think I should do.

Thank you!
- J

jefnvk

Without seeing the other damage, I can't say. Could be shipping damage. I'd imagine the rear disc could have been from setup at the factory.

Was the bike sold as new in box, never opened, or just new? Where did it come from?

Jaydee1

Hey jefnvk, thanks for the reply.

I've added a few more photos.

I requested brand new, in the box, not from the floor, not a demo, etc. Their answer when I ordered it was that "It's a brand new bike". Not an exact answer to my request, but I trusted they were following through.

I think most could be from shipping. The brakes, not sure what the story is...

PS - It's from a larger bike shop in CA, but out of respect for them, I don't want to publish the name until I reach a resolution one way or another.

JonathanGennick 

Hard to tell from the photos. Maybe call up the store and ask point blank. Explain your concern.

Did the box look original? And the packaging?

jefnvk

What Jonathan said.

However, if they replied "it is a new bike", I'd venture a guess it was probably previously assembled then broken down for shipping. Can't say I blame them, if I were a shop with a physical presence I'd not want to just ship NIB bikes to a customer without my mechanics having gone over it. Protects me from fraud, and protects the customer if the bike was somehow botched up at the factory. Plus, the shop does a lot of the adjustments before it ever gets to the floor that a factory does not.

Other than that crank arm, I'd probably just roll with it, but that is me. You're likely going to have to decide if it is worth your time and money to ship it back if you really don't like it.

Jaydee1

Hi Jonathan,

Thanks for your message.

The box wasn't branded Orbea, it just looked like a standard shipping box.

I called them right away and asked point blank before posting (I just wanted some other opinions).

Just talked to them a second time. They're going to discuss on their end and see what they can come up with, they didn't offer a lot of info as of yet, but they seemed like they wanted to work something out. They did mention that they build the bikes and then run the rotors in to prevent issues of squealing on new bikes.

Elvo

Looks like it might have been test ridden or they might've bedded the disc brakes for you but it certainly doesn't look used.

Jaydee1

Ok, thanks for the opinions everyone.

I'm going to see what I can work out with them.

Cheers!

Jaydee1

I've reached a resolution with them. Looks like some damage through shipping and they're doing a great job taking care of me.

Thanks again everyone!

J

indyfabz

Maybe I am wrong, but I cannot imagine a B&M shop keeping a bike that it bought from a distributor sitting in a storage room in a box waiting for someone to buy it on line. What I can imagine is that they assembled the bike, put it out on the floor with the hope that a live customer would buy it and tossed the original box, which would explain the generic shipping box.

fietsbob

Legally if the bikes are not 'Professionally assembled , the company can yank the dealer account.*

if just flipping the carton un opened, ... so assembled then re packed, is seeming about right.

new old stock, just shop worn from test rides , never sold. but to yourself.

Note : IDK for sure, I'm Just Guessing working from your picture,


... but this * is true..





...

JonathanGennick 

A perfect outcome!

jefnvk

No, but at least one local chain by me has a warehouse that they keep various sizes/color options boxed up, waiting for someone to buy it. Easier to keep a couple "sample" bikes on the floor, and then just build out of the box for the customer.

Quite impressive to see all their stock when they move all the model year old stuff into a hockey arena for their summer sale. They were one of the places I stopped looking for a wheel for my touring bike this spring, I literally dug through three pallets of boxed wheels trying to find something suitable, and they had far more bulk than that sitting around in boxed bike stock.



So many of these situations are easily solved by picking up the phone and talking with the shop. Glad to hear it worked out!

GlennR

This view of the chain, cassette and RD... it looks new. I'd say the lack of any real buildup tells me it was assembled for the floor. If the tires have no marks... i'd say it was unridden. The brakes and minimal dirt on the drivetrain is from setup.

The most likely tossed the original box when built, so they used a generic box to ship.

I hope they offered you some cash back and you keep the bike.

02Giant 

It's time for a full pic of the bike...

Jaydee1

I agree!

I actually tried to post one for you the day I started the thread, but since it was my first thread I had a limit on how many times I could reply.

I'm really liking this thing, have a look!

Also, how about an update regarding my original reason for posting?

Long story short, this is actually the second one of these bikes I've had now. Yes, that's right the first one that ya'll were replying about went back to the place in California that I ordered it from. A great employee actually tried to fix the situation and offered to send new parts plus some cash. I called the shop a couple days later to check in on something, and the owner completely renigged on the offer and tried to get me to keep the bike. Unreal, I told him it was coming back. The owner was dishonest with me from the start, and super rude about everything along the way - that's not the kind of place I want to do business with. I found out through an ex-employee that it had tell-tale signs of being a demo bike (scraped derailleur from being put on and off the racks, etc).

Thankfully I was able to get my hands on the same bike from a different shop that's actually legit, and at a better price to boot.

But, all is good now and all is well that ends well right?

Thanks again for all the replies - cheers!

shelbyfv

Thanks for the update. A happy ending!

02Giant 

Sharp bike, I like!

Glad to hear everything worked out for you.

Jaydee1

Indeed!

I'm glad too.

Happy to hear you like + sweet Orca, btw!

Noahma

Its an avant ;p

Very nice! Which Avant is that? I absolutely love mine!

Rowan

I have to say that is a really nice looking bicycle.

Glad you had the balls to stand up to the original shop owner and send the first bike to him. The model looks far too good to have blemishes like that.

02Giant 

Jaydee1

You have one, too? Nice!

Mine is a 2016 M30D

Thanks!

Yeah, totally. I was pretty shocked at the whole thing. When the first company took multiple days to process the RMA request I was starting to stress and wonder if they were going to suddenly change the terms of their return policy, too. Not something anyone should have to worry about. I already had the second bike ordered at that point so I had $ tied up for both for a period of time while I waited.

Glad that's over - haha.

Noahma

I have a 2017 M40 Avant. Great bike! We have 2 Orbea dealers near by but they are rare to see others with them. One of the shops said he sells quite a few of them, More Specialized and Trek around here.

Glad you got everything worked out. Now its time to put some miles on that thing.

Jaydee1

Excellent!

They seem rare around here too, I haven't seen any Orbeas out in the wild yet. There is only one Orbea dealer that's about 20 miles away, nice folks, but I get the feeling they don't focus on them based on a call I had with them last week (they call themselves a co-op shop). Mostly Trek and Specialized at the shops around here like your neck of the woods.

I'm workin' on it - 244 miles on it so far!