yikes! co-moulded aluminium alloy sleeve has detached from carbon fibre frame structure, two probable causes - galvanic corrosion = chemical reaction between aluminium alloy and carbon fibre plus water/road salts. or that the bike came in with the BB completely collapsed and the crank moving up and down vertically 10mm in the shell? rider weight on collapsed bb acts like a hammer. not a brand we sell...so customer taking it away to retailer he bought it from for warranty assessment. its actually a known fault (galvanic corrosion) I've warrantied lots of frames with that issue) hence the move to nylon press-fit BB systems