New bike day and a dent in the frame. Advice?

[fattyale]

(förlåt. tar det i engelska)

So I got a new bike. (yay) A beautiful GT Force Carbon Pro from Bikester. First-ever carbon frame for me. :)

But someone decided to zip tie the front wheel to the top tube of the carbon frame WITHOUT PROTECTION and lo-and-behold, there are scuffs and what looks like cracks.

(Tried to capture the flaws as much as I can)

Obviously, I tried reaching out to Bikester for an exchange but 1) their call centers are closed because of COVID-19, and 2) it's been 3 days and I still haven't gotten any response from them. Surfing the web/forums also gave me zero hope because it's just all-around bad reviews of Bikester's customer service.

So I'm at the crossroads where if it’s just cosmetic damages then screw it: I will ride the bike and hopefully get a discount code for future use. Because returning/exchange sounds like it's going to take weeks and maybe the replacement bike that arrives will have the same damages or worse.

Experts, what do you think? Is it just a crack in the lacquer or do I have to be worried and return it?

Thanks,
Alvin "Just another sad customer"

 

[kais01]

you need to write to them and await their responce.

 

[pnkcow]

^What he said. That needs to go back. Don't bikester have an automated return system where you just download and print a waybill (might be different for whole bikes)?

 

[skier]

When Bikester ruined my new bike (put it in a bike box without packaging so the loose handlebars scratched both frame and fork inner legs) the quickest solution was to just return it and order a new one (of course after getting that as a response from them).

 

[thomaslundstrom]

Sorry, but this really looks like structural damages.

 

[Bohdi]

- DO NOT ASSEMBLE!
- FACTORY DAMAGED FRAME!
- RETURN TO THE VENDOR IMMEDIATELY AND EXCHANGE FOR A COMPLETELY NEW FRAME/COMPONENTS
- TAKE NO EXCEPTIONS!

 

[fattyale]

^What he said. That needs to go back. Don't bikester have an automated return system where you just download and print a waybill (might be different for whole bikes)?

Unfortunately there’s no return slip for larger items such as bikes. I have to go through customer service but I just don’t get any answers.

And thanks everyone else. It is clear that I have to stick with a large bike box taking space in the living room and wait for them to get back to me.

 

[Morakles]

Bikester have a store i Stockholm! Are you living nearby? If so maybe they can help! Worth checking.

 

[ooms]

I don't understand why they continue with their crappy packaging/shipping procedures. A bike I ordered 4-5 years ago arrived as in the picture below. Of course the handle bar had hit the top tube and caused an ugly dent.
At that time they answered quickly though, and I got a return label via email. Unfortunately, it was the last bike but I got my money back quickly.

 

[fattyale]

Yeah I hear you. Bummer really because it’s such a waste of beautiful bikes!

And I’d hate to have to return it and only to find out that it’s the last in stock....

 

[jofahjalm]

The frame is obviously cracked. That not something you want to keep.

 

[Fundamentals]

Kind of sad how they dont package them better. It might take a few minutes longer per bike, but in the end it takes more time to RMA damaged goods and process it compared to what you save in time skipping out on securing the product in the box. As previously comments say, return the bike. It isnt worth it gambling on if it's cracked or just cosmetic damages