Well this is the second problem I have had with Merlin so won't be shopping there again.
Customer service problem 1.
Bought some SLX brakes off them in August 2019, when I got them they were just in a plastic bag. Obviously they are bulk purchase and don't come with the Shimano box or extras (olives and barb). They asked me for a review and I put 1 star for description because no where in their add did they state it was not in the retail packaging with all the bits that come with that. Well here comes the shitty email from Merlin customer service giving me a hard time and disputing my review. I point out that plenty of other sites sell products without retail packaging but they include that in the description so there is no expectation for the customer. Never hear from them again.
So swapping the brakes out the other day and I notice that the locking pin that holds the hinge on the lever closed is missing. The entire round piece that says press here is just gone, there is a big hole and the lever just opens when the bolt is removed. Had a lot of Shimano brakes over the years and never had this piece come out, even when I have mangled the levers in a crash.
Customer service problem 2.
Email Merlin with a description of the problem and photos showing both levers and the issue, clearly show the levers are in good condition and include my order number as proof of purchase. Get up this morning to a pleasant email stating that
"Unfortunately, due to the timescale, this would not be deemed as warranty as this has fallen of on a ride and not a manufacturing defect I am afraid"
So 5 months of intended use invalidates Shimano's 2 year warranty, did you consult Shimano about that??
Now it's my job to educate a retailer on their requirements under Australian consumer law "sigh"
Edit: Pics of the lever, first is what it should look like second is what mine looks like.
That bit is not supposed to come out.