Cycling and bicycle discussion forums. 
   Click here to join our community Log in to access your Control Panel  


Go Back   > >

Bicycle Mechanics Broken bottom bracket? Tacoed wheel? If you're having problems with your bicycle, or just need help fixing a flat, drop in here for the latest on bicycle mechanics & bicycle maintenance.

User Tag List

Reply
 
Thread Tools Search this Thread
Old 02-26-06, 08:21 AM   #1
Portis
Banned.
Thread Starter
 
Join Date: Sep 2003
Location: Home alone
Bikes: Trek 4300 X 2. Trek 1000, Trek 6000
Posts: 6,019
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Does your LBS call you?

This condition seems to be everywhere not only in the local bike shops. Does it happen to you? Nobody ever calls when they say they will. You know, you give them your number and they say, "i'll call you if there is trouble" or " I'll call you when it's ready."

Yet they never, ever do. I could easily leave my bike there forever and they would never call when it is done. A couple weeks ago, i took my roadbike in for some fitting help. They were super nice and helped me with fitting. He also ordered a longer stem. I thought i would be nice and buy it there instead of ordering one online myself.

So a couple weeks go by and no call. So i stop in and yes the stem is in. So then i bring my bike in a few days later and tell them that there is no big hurry because i haven't been riding the roadbike much. I wait a week or so and then go back because of course they didn't call.

They proceed to tell me that the stem they ordered was the same as the one i already have. They would have never told me if i hadn't stopped to ask. My bike would have just sat in the back with all the others gathering dust. So i just told them i would pick up the bike and keep the original stem. (actually i ordered one online myself like i should have to start with.)

This always happens now days. Happens at the car repair shop to. They always take my number but never call me when my car is done. I always have to call them and somehow mysteriously it just got done. Why the hell can't anybody pick up the phone and call any more? NOBODY does that around here any more.

HOw many messages have you left with businesses and never had returned as well?
Portis is offline   Reply With Quote
Old 02-26-06, 08:54 AM   #2
head_wind
Hypoxic Member
 
head_wind's Avatar
 
Join Date: Oct 2005
Location: Colorado Springs
Bikes:
Posts: 545
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
It isn't just LBSs, it's the entire corporate world. Todays NTTimes had an article on customer service (by phone) and how to get to a human. See:
http://www.nytimes.com/2006/02/26/bu...ey/26mgmt.html
Access to the NYT requires registration and is free.
head_wind is offline   Reply With Quote
Old 02-26-06, 08:56 AM   #3
HillRider 
Senior Member
 
Join Date: Aug 2005
Location: Pittsburgh, PA
Bikes: '''96 Litespeed Catalyst, '05 Litespeed Firenze, '06 Litespeed Tuscany, '12 Surly Pacer, All are 3x8,9 or 10. It is hilly around here!
Posts: 29,112
Mentioned: 4 Post(s)
Tagged: 0 Thread(s)
Quoted: 175 Post(s)
Maybe mine is unusual but when I special order a part, they call me when it comes in.
HillRider is offline   Reply With Quote
Old 02-26-06, 09:03 AM   #4
EuroJosh
 
EuroJosh's Avatar
 
Join Date: Jul 2004
Bikes: Rossin Track Bike,Canondale Track, RB-1, Ridley Crossbow, Felt Breed, Felt Sector 24
Posts: 663
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
The shop I work at will call the hell out of you. Can't make much money off of special orders/compleated repairs that are sitting here collecting dust.
EuroJosh is offline   Reply With Quote
Old 02-26-06, 09:04 AM   #5
Retro Grouch 
Senior Member
 
Retro Grouch's Avatar
 
Join Date: Feb 2004
Location: St Peters, Missouri
Bikes: Catrike 559 I own some others but they don't get ridden very much.
Posts: 26,903
Mentioned: 3 Post(s)
Tagged: 0 Thread(s)
Quoted: 206 Post(s)
Actually, that's the main reason that I go to the LBS that I use today.

I do all of my own work and some for other people too. No LBS ever has the exact parts that I want in stock so everything is special order. If I call in an order by about noon on Tuesday, I know that I'll get a call by noon or one o'clock on Friday to say that my parts are in. I have my own QBP catalogue so I don't take up a lot of their time and I even check the stock levels on line to be sure the part that I want is in stock. They merge my order with theirs and give me a good, no haggle, price. Everybody wins.
Retro Grouch is offline   Reply With Quote
Old 02-26-06, 09:08 AM   #6
juicemouse
Senior Member
 
juicemouse's Avatar
 
Join Date: Mar 2005
Location: Happy Valley
Bikes:
Posts: 813
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Quote:
Originally Posted by Retro Grouch
...and I even check the stock levels on line to be sure the part that I want is in stock.
How do you do that? I'd love to be a little better prepared when I walk into my LBS so as not to be such a PITA.
__________________
It is my belief that every person in this world has something to teach, and everything to learn.

In memory of Jim Price (aka. sydney) ...
juicemouse is offline   Reply With Quote
Old 02-26-06, 09:23 AM   #7
top506
Death fork? Naaaah!!
 
top506's Avatar
 
Join Date: Nov 2005
Location: The other Maine, north of RT 2
Bikes: '71 Gitane Super Corsa, '73 Atala Giro d'Italia, '73 Schwinn Super Sport, '76 Viscount Aerospace Pro, '81 Miyata 710, '81 Lotus Classique, '84 Ross Signature 290s, '85 Miele Gara, '87 Miyata 512, '89 Centurion Ironman, many more
Posts: 3,807
Mentioned: 5 Post(s)
Tagged: 0 Thread(s)
Quoted: 37 Post(s)
Quote:
Originally Posted by HillRider
Maybe mine is unusual but when I special order a part, they call me when it comes in.
Same here, and also with my not-so-local shop, a big place down on the coast that does a lot of on-line business. The place in Bath will even offer to drop it in the mail.
Top
top506 is offline   Reply With Quote
Old 02-26-06, 09:23 AM   #8
Retro Grouch 
Senior Member
 
Retro Grouch's Avatar
 
Join Date: Feb 2004
Location: St Peters, Missouri
Bikes: Catrike 559 I own some others but they don't get ridden very much.
Posts: 26,903
Mentioned: 3 Post(s)
Tagged: 0 Thread(s)
Quoted: 206 Post(s)
Quote:
Originally Posted by juicemouse
How do you do that? I'd love to be a little better prepared when I walk into my LBS so as not to be such a PITA.
PM me.
Retro Grouch is offline   Reply With Quote
Old 02-26-06, 09:37 AM   #9
Marylandnewbie
Senior Member
 
Join Date: Feb 2005
Location: Silver Spring, MD
Bikes: Fuji Supreme
Posts: 1,701
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
My LBS has been very good about calling me when parts come in or when repairs are done. At an early point in my dealing with them, the owner even emailed me to make sure that a new wheel was living up to expectations. More recently, when drive train repairs were going to be more extensive than originally expected they called me to break the bad news and get approval to complete the extra work. I guess that's why I like my LBS.
Marylandnewbie is offline   Reply With Quote
Old 02-26-06, 09:39 AM   #10
Rev.Chuck
The Red Lantern
 
Rev.Chuck's Avatar
 
Join Date: Apr 2003
Location: Raleigh NC
Bikes:
Posts: 5,965
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Most small businesses will call the customer if for no other reason than to get money back in for work done.
It is a two way street.
I call about a repair extra(So the customer does not freak when his bill has an extra $2.95 to replace the brake cable that has two strands remaining). Leave a message at both numbers. Then wait, and wait. Finally two or three days later, he will return the call approving the work and expecting to pick it up in the next twenty minutes.
Then there is the cellphone customer. You call and leave a detailed message after working your way thru the five step process to get to his mailbox and listening to his greeting which includes the opening of In-A-Gadda-Da-Vida. Thirty seconds later you get a pnone call that starts with, "Who is this? You just called me"
Then there are the people that just never pick stuff up no matter how many times you call. Or give you the number of a guy that knows one of their freinds sisters hairdresser because they don't have a phone yet. Or move away. Or change cell service. And their stuff just sits and waits and takes up space.

The above is not most people. Most people are courteous and call back, or are near the phone when it rings. And most people get their stuff right away because they want it back.
__________________
Are you a registered member? Why not? click here to register. Its free, and only takes 27 seconds!
Help out the forums, abide by our community guidelines.

I am in the woods and I have gone crazy.
Rev.Chuck is offline   Reply With Quote
Old 02-26-06, 10:36 AM   #11
Portis
Banned.
Thread Starter
 
Join Date: Sep 2003
Location: Home alone
Bikes: Trek 4300 X 2. Trek 1000, Trek 6000
Posts: 6,019
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
It looks like there are some good shops out there. I figured there were but I just don't happen to have one available to me. I think the main issue is that customer service seems to be dieing. People as a rule, aren't concerned enough about it to pay for it.
Portis is offline   Reply With Quote
Old 02-26-06, 11:28 AM   #12
concernicus
Senior Member
 
concernicus's Avatar
 
Join Date: Jan 2006
Location: Santa Cruz
Bikes: doesnt matter. just ride.
Posts: 425
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
i always call when trouble comes up or the bikes done, and my lbs back in la always calls me (theyre huge though, lance goes there)
concernicus is offline   Reply With Quote
Old 02-26-06, 11:50 AM   #13
rule
Senior Member
 
rule's Avatar
 
Join Date: Aug 2004
Location: Wylie, Texas
Bikes:
Posts: 1,922
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
They call. And yeah, that's one of the reasons they get so much of my business. They do a good job of just keeping in touch, whether my bike is in or not. Richardson Bike Mart - Richardson location. Love those guys.
__________________
rule is offline   Reply With Quote
Old 02-26-06, 12:43 PM   #14
msheron
I-M-D bell curve of bikn'
 
Join Date: Dec 2005
Location: NC mountains
Bikes: 06' Jamis Eclipse in the making.
Posts: 2,926
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
My LBS has always called me and even when I give them a cell phone they do! Like I say, it pays to have a great LBS!
__________________
Ego Campana Inflectum of Circuitous
msheron is offline   Reply With Quote
Old 02-26-06, 03:12 PM   #15
Rev.Chuck
The Red Lantern
 
Rev.Chuck's Avatar
 
Join Date: Apr 2003
Location: Raleigh NC
Bikes:
Posts: 5,965
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
With the increased popularity of cell phones and several colleges near by, our phone bill has gone up some. Probably 1/4 of our customer calls are long distance now.
__________________
Are you a registered member? Why not? click here to register. Its free, and only takes 27 seconds!
Help out the forums, abide by our community guidelines.

I am in the woods and I have gone crazy.
Rev.Chuck is offline   Reply With Quote
Old 02-26-06, 04:46 PM   #16
r-dub
likes avocadoes
 
Join Date: Nov 2004
Location: oakland, ca
Bikes: heh, like that info would fit here...
Posts: 1,125
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
I've got two bike shops that call me on a regular basis just to tell me when cool new stuff comes in that I have to check out! Then again, I ride frequently with folks from both shops...
r-dub is offline   Reply With Quote
Old 02-26-06, 05:51 PM   #17
Arom
aka.STOP on CSS and BF2
 
Join Date: Jul 2005
Location: Maryland
Bikes: 01'Specialized rockhopper comp
Posts: 102
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
my lbs sucks when it comes to calling, once after a 2 week silence, i called them and was told that my bike had been ready for one and a half weeks. Then again they suck at about everything especially ripping people off
Arom is offline   Reply With Quote
Old 02-26-06, 06:53 PM   #18
capwater
Senior Member
 
capwater's Avatar
 
Join Date: Dec 2004
Location: Quahog, RI
Bikes: Giant TCR Comps, Cdale R5000, Klein Q-Pro, Litespeed Siena, Piasano 105, Redline Conquest Pro, Voodoo Bizango, Fuji Aloha
Posts: 1,509
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 1 Post(s)
Depends on which area your LBS makes it's mony from. If they make the majority of it selling bikes (about a 33% markup), they may slack on the service end. But if the shop is more service oriented and less sales driven they usually are better in the commo.
capwater is offline   Reply With Quote
Old 02-26-06, 07:16 PM   #19
DieselDan
Senior Member
 
DieselDan's Avatar
 
Join Date: Mar 2003
Location: Beaufort, South Carolina, USA and surrounding islands.
Bikes: Cannondale R500, Motobecane Messenger
Posts: 8,521
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
The LBS where I live always calls whenever my bike is ready.

The LBS near my workplace never gets off the phone to call customers.
DieselDan is offline   Reply With Quote
Old 02-26-06, 08:12 PM   #20
Rev.Chuck
The Red Lantern
 
Rev.Chuck's Avatar
 
Join Date: Apr 2003
Location: Raleigh NC
Bikes:
Posts: 5,965
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
There is also the message left with other than the person owning a bike. If I think I am leaving a message with a kid or the housekeeper, I noteit and the time on the ticket. I always put the date called and if it was a message, a person recieving the message, or an answering machine.
After many years of doing this, I would bet that the people with the biggest problem not getting messages also have children older than 10 in their house.
__________________
Are you a registered member? Why not? click here to register. Its free, and only takes 27 seconds!
Help out the forums, abide by our community guidelines.

I am in the woods and I have gone crazy.
Rev.Chuck is offline   Reply With Quote
Old 02-26-06, 08:31 PM   #21
jsharr
You Know!? For Kids!
 
jsharr's Avatar
 
Join Date: Apr 2005
Location: Just NW of Richardson Bike Mart
Bikes: '05 Trek 1200 / '90 Trek 8000 / '? Falcon Europa
Posts: 6,157
Mentioned: 3 Post(s)
Tagged: 0 Thread(s)
Quoted: 3 Post(s)
my LBS calls me when things are done if asked, or has work done when promised. Don't know that I would put up with a shop that promised to call and did not. Honesty and integrity are paramount, be it from your LBS, work mates, whatever.
__________________
Are you a registered member? Why not? Click here to register. It's free and only takes 27 seconds! Help out the forums, abide by our community guidelines.
Quote:
Originally Posted by colorider View Post
Phobias are for irrational fears. Fear of junk ripping badgers is perfectly rational. Those things are nasty.
jsharr is offline   Reply With Quote
Old 02-26-06, 09:11 PM   #22
cuda2k
Unique Vintage Steel
 
cuda2k's Avatar
 
Join Date: May 2005
Location: Allen, TX
Bikes: Kirk Frameworks JKS-C, Serotta Nova, Gazelle AB-Frame, Fuji Team Issue, Schwinn Crosscut, All-City Space Horse
Posts: 11,486
Mentioned: 2 Post(s)
Tagged: 0 Thread(s)
Quoted: 2 Post(s)
Quote:
Originally Posted by jsharr
my LBS calls me when things are done if asked, or has work done when promised. Don't know that I would put up with a shop that promised to call and did not. Honesty and integrity are paramount, be it from your LBS, work mates, whatever.
What he said... of course, we use the same shop. Most recently I had the BB threads chased on my Gazelle when I was building it. I told them when I'd be back for it when the said the estimated time till it would be done, but said if they got done with it before X time to call me. Sure enough, less than a half hour later they called.
cuda2k is offline   Reply With Quote
Old 02-26-06, 09:20 PM   #23
Siu Blue Wind
Flowers for mom
 
Siu Blue Wind's Avatar
 
Join Date: Apr 2005
Bikes:
Posts: 11,014
Mentioned: 6 Post(s)
Tagged: 0 Thread(s)
Quoted: 156 Post(s)
My LBS won't call me. He'll just do the work as soon as I bring it in. If it is something that will take time (changing out my brakes), he calls before it gets done and tells me approximately when to come in.
__________________
Quote:
Originally Posted by Buddha
We are what we think. All that we are arises with our thoughts. With our thoughts, we make the world.
Quote:
Originally Posted by making View Post
Please dont outsmart the censor. That is a very expensive censor and every time one of you guys outsmart it it makes someone at the home office feel bad. We dont wanna do that. So dont cleverly disguise bad words.
Siu Blue Wind is offline   Reply With Quote
Old 02-27-06, 07:44 AM   #24
mloywhite 
Certified Train Wreck
 
mloywhite's Avatar
 
Join Date: Apr 2005
Location: Montgomery, Alabama
Bikes: '07 Orbea Orca "06 Bianchi Castro Valley
Posts: 677
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
The owners of my LBS are great, very good about calling, do the work while I wait if at all possible, but they have a hard time keeping good employees. So often, as soon as they have somebody trained and doing a good job, the person leaves to go to a new college, or other shop, so it's iffy with anybody but the owners and their two longer-term guys.
__________________
www.websterhenry.com
mloywhite is offline   Reply With Quote
Old 02-27-06, 09:50 AM   #25
truman
It's true, man.
 
Join Date: Aug 2005
Location: North Texas
Bikes: Cannondale T1000, Inbred SS 29er, Supercaliber 29er, Crescent Mark XX, Burley Rumba Tandem
Posts: 2,726
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Mine emails me any significant information. They're a great shop.
truman is offline   Reply With Quote
Reply


Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off



All times are GMT -6. The time now is 11:35 AM.