pbk ask ME to decide....
 

i ordered a cervelo s2 from PBK, it turns up with 2 little scratches, nothing major but i did spend a lot of money on it, so.... i sent them the pics, they sent me a mail asking me what compensation i want. odd no?

"technical support has looked at the pictures and wonders what you deem to be a suitable compensation for this issue?"

i`ve asked for bora ultras... reckon i have a 0% chance of success. any recomms?

Yes, but they all involve a painful death.

I think you would have better chance of getting some deep discount on an additional purchase (like the Bora ultras) than getting $ back from them, IMHO. That way, they see it as opportunity not only making good but also for an additional sale.

Don't ask for anything that guarantees you'll spend more money at PBK - like a %'age off your next purchase. You're in a power position here and should be able to get some free merchandise.

For two small scratches, expecting a set of wheels may be over the top. What about a new cassette? Or handlebars and tape? A new stem? Pedals?

I'd generally agree with this. However, if you're looking for a new set of wheels or something pricey I'd ask for it at cost. Otherwise I'd ask for something that you can always use like tires, chains, or cassette.

Ask for a DA 7900 groupset, if they want you to throw in a little cash do it, but very little cash.

One assumes you saved quite a bit of money ordering from them than going down to a local dealer where you could personally inspect every square inch to make sure it had no little scratches. That's the deal you make when you mail order. You can't expect both price savings and absolute hand-delivered cosmetic perfection.

Like you said, it's "nothing major." Enjoy the bike.

Yeah, I'd ask for something big money at cost like some top wheels or groupset.

Or both...

I had a similar situation when I bought my Look and the kind people who I got it from gave me a $300 dollar refund. The suggestion from asmallsol is spot on.

PBK is not a scratch and dent merchant. If you are ordering a frame you expect it to be brand new and in brand new condition. Just because they sell it cheaper doesn't mean they should sell a poor quality frame. The fact that they are offering comepensations proves that they agree it should not be scratched at all.

You can ask for whatever you want, but if it the item you want costs more than shipping the bike back to PBK and having them send you another one then I wouldn't expect you're going to get it. Hell, if you asked me for a $2500 wheelset as compensation for two scratches, I'd tell you to go file a claim with the shipper and leave you S.O.L.

I'm on the "get a discount" team.

getting $600 off of a $1000 part and getitng a $600 part for free isn't really any different. you still keep $600 in YOUR pocket instead of putting it in theirs. But with the discount you're saying that you're going to purchase from them again so where they might only be willing to give you $400 in cash back or a free part, if they see that you're willing to spend more money with them they might go higher on the discount.

disclaimer: all money amounts are made up to protect the innocent.

Asking to buy something at cost probably won't do much for you- to sell at those prices they must be maintaining razor thin margins (ergo: if they only markup products 10% and they agree to sell to you at cost, you get only a 10% discount).

Go bigger than that.

The reason they are saying that is because they will not come out and say ship that frame back and well get you another one. That would leave them with a scratched frame they cant sell. If they can give you reimbursement or a product they are making out on the deal.

Tell them you would keep the frame if they are willing to sell you something you want for a nice discount (dont take advantage like crazy but make it a good deal) otherwise you prefer a new unscratched bike. Give them some options to choose from so it doesnt seem like you are a greedy american.

Couple tires totaling $100.

Can you post the pics of the scratches? Then it would give us a better idea of how bad the damage is and what to assess.

$200 in store credit would make me happy. I would scratch the bike in a few weeks anyways..... so this way I wouldn't have to cry when it did happen.

Seems like a win/win for you and PBK.

My frame arrived w/o derailleur hanger.

The hanger I received two weeeks later was bent to $hit. Fedex ground - unbelieveable.

Three days later, a new hanger arrived. The ahole didn't even sent me the sticker I asked for; at least it was Fedex express the second time. Ahole because the frame arrived without the part, 1, he sent a bent part that was obviously bent while mounted on a bike, 2, and sent it the slowest ass way possible, 3, all redeemed only because I'm riding it everyday now.

Your scratches are worth something.

Soon you will scratch it yourself, and the bike will be worth less (not worthless), but as the frame warranty doesn't transfer, it won't matter much; besides, you won't be selling your new 'velo anytime soon, will you.

Bikes are tools. When they get to be 40 years old and we're restoring them as artwork to sit in the living room, then I'll care about little scratches. I'm really surprised by the feedback you are getting in this thread. This is even the road forum! I totally expected there to be more htfu type comments and fewer expecting the vendor to shell out big product over a few "little scratches" that are "nothing major."

That sounds like a problem I had when I ordered my titanium Litespeed. There was a rubbed spot on the left chain stay. I took a very Scotchbrite pad and rubbed it out in about 4 seconds.

ooops...I forgot...your bike is made of highly explosive carbon fiber.

From personal experience, don't ask for free anything. But be suggesting your wheels and a groupset at cost or a brand new bike is a good way to go about it.

But don't be alarmed when they expect you to cover shipping. Cost is typically 2/5's of MSRP.

How did they get there? Damaged in shipping?

Oops, too late:

No kidding. That's WAAAAY over the top. I'm sure he gave their entire office a good laugh though.