Scamper – The bike stolen from the car roof was a Commencal Supernormal, standard build but no longer available. I was initially put onto ‘Wheelies’ their pet bike shop who offered me a Scott Scale as an alternative. It took some discussion – initially with the manager of Wheelies who agreed that they didn’t have anything with a head angle as slack as the SN, and then with M&S who only wanted to pay me replacement price – 20% for cash. My argument was that the policy was like for like, so if Wheelies couldn’t supply it I had the right to receive full cash value to purchase elsewhere. I had originally bought the bike from Merlin so they gave me a copy receipt. I just stayed calm and polite with teh guys on the phone, was passed backwards and forwards, but held out for what I wanted.
A couple of years before I had a Cove Handjob home build stolen from my garage (yep onceinalifetime – it’s all my fault 😉 ) That was also M&S and I listed every single thing on the build and priced it up from CRC. I sent the list in with a photo of the bike (no receipts). Again it was passed to Wheelies – who repriced my list and reduced the costs slightly, but then added an extra £50 for the build cost so the total they offered was as close as dammit to my estimate. This was paid straight out in cash – great service. Not sure about the recent M&S changes – but they have been great to me.