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Old 03-28-08, 12:14 PM   #1
Suttree
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LBS ripoff? What do y'all think?

I had a new wheel built up at an LBS.
Won't say which one because I don't want
to create bad blood--

The bearings are totally gritty and don't spin well--
they feel rough when you hold the wheel on your fingers
and spin it. It is brand spankin new--new hub, new bearings,
new spokes, new rim. So I asked the LBS about it. They want
to charge me for new bearings. I told them I would see if Surly
would replace them. I spend money at this shop regularly--I'm not
a chiseler. Shouldn't they just flow me the bearings for free? The
bearings should be like butter.
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Old 03-28-08, 12:19 PM   #2
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I would think that they should make it good. Did you buy the parts from them? If they are cartridge style bearings instead of loose bearings, then cost might be an issue keeping them from replacing them?
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Phobias are for irrational fears. Fear of junk ripping badgers is perfectly rational. Those things are nasty.
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Old 03-28-08, 12:36 PM   #3
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When a "shop mechanic" tells us his Surly New hub bearings were fried after two months of riding, we see a red flag. Bearings simply don't fail after that short of a riding period under normal circumstances, so there must be another problem. We use tough Enduro 7901 angular contact bearings that have a load rating better than our previous generation 1x1 hubs. What you all should know about our hubs is that these are ADJUSTABLE cartridge bearings. This means you or the shop mechanic must adjust these bearings for minimal friction and minimal side play when brand new and periodically throughout their life in order to maximize their lifespan. Even brand new, out-of-the-box Surly hubs should be either adjusted or checked to make sure the outer locknuts are securely tightened against the cones. Failure to do so will likely result in premature bearing failure. Successful completion of this task will result in a very long lasting and smooth operating hubset. You've been warned, now go ride.

From the Surly blog, 2004.
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Old 03-28-08, 12:45 PM   #4
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The bearings are sealed cartridge. I bought all the parts
from the shop. New parts + labor.
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Old 03-28-08, 12:49 PM   #5
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Then I would have the shop contact Surly for advice on how to adjust the hub, or contact Surly and have them suggest a shop in your area to use. One that is familiar with their products. Either that or get Surly to send you the adjustment instructions and learn how to do it right, as it appears to be a routine, ongoing adjustment, not a one time thing.
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Old 03-28-08, 03:38 PM   #6
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I think I would check with the original LBS and ask what gives? If this is a brand new build, they should make it good. Seriously, you spend money with them, bought the original parts with them and had them do the labor. Who else is responsible for the outcome???
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Old 03-28-08, 04:41 PM   #7
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LBS needs to fix it. I'd be pissed.
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Old 03-28-08, 05:02 PM   #8
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LBS needs to fix it. I'd be pissed.
I am a little cranky--it isn't like I'm trying to chisel them. They are basically
making the decision that I won't spend money there any more (which
I won't after seeing how they handled this)--which given
how much I spend on bikes will cost them more than the profit on the bearings.
I'm not going to get super pissed over $20 worth of bearings but it seems
like good business practice to make it good and give me the bearings for free.
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Old 03-28-08, 05:47 PM   #9
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I think I would check with the original LBS and ask what gives? If this is a brand new build, they should make it good. Seriously, you spend money with them, bought the original parts with them and had them do the labor. Who else is responsible for the outcome???
+1. The shop should fix them for free. Do you have some sort of Sale of Goods Act, which specifies that products sold should be of merchantable quality and fit for their purpose and the remedies thereof, that covers you. It sounds like the shop screwed up the assembly.

If the LBS doesn't fix it for free, tell them that you will go to a different LBS for ALL your future purchases and labour, and you will tell your friends about their poor service.
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Old 03-28-08, 07:11 PM   #10
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Communicate the problem and your expectations to the owner or manager. If they don't recognize you as a regular customer and take care of you, go spend your money somewhere else.

I used to run a shop and I would have fixed your problem with no questions asked. That is a customer service no-brainer. But if they don't know you're dissatisfied, then they can't respond.
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Old 03-28-08, 08:05 PM   #11
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Definitely not something you should have to pay for again. Do the wheels spin the same way when off the bike? Sometimes hub bearings will spin fine until the Q/R clamps on them. If they can't adjust them to your satisfaction, they should be able to replace them and send the bad ones back to Surly. They'll be out the extra labor, but that's something they should have noticed and taken care of before they even told you the wheels were ready.
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Old 03-28-08, 11:08 PM   #12
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Quote:
Originally Posted by kaiju-velo View Post
I had a new wheel built up at an LBS.
Won't say which one because I don't want
to create bad blood--

The bearings are totally gritty and don't spin well--
they feel rough when you hold the wheel on your fingers
and spin it. It is brand spankin new--new hub, new bearings,
new spokes, new rim. So I asked the LBS about it. They want
to charge me for new bearings. I told them I would see if Surly
would replace them. I spend money at this shop regularly--I'm not
a chiseler. Shouldn't they just flow me the bearings for free? The
bearings should be like butter.
I had a similar situation like that. Go to this shop regularly the guy there was cool until one day I brought in a wheel (ordered from teh interweb) and since then he is like oh let me check my schedule and he was like installing headset cups will cost $25. wtf? Went to a different shop it was free.
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Old 03-29-08, 12:15 AM   #13
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I had a similar situation like that. Go to this shop regularly the guy there was cool until one day I brought in a wheel (ordered from teh interweb) and since then he is like oh let me check my schedule and he was like installing headset cups will cost $25. wtf? Went to a different shop it was free.
How does the shop that gives stuff away pay rent?

I agree with v1k1ng1001, the shop should just replace the bearings and keep a regular customer. There's a saying that goes, "Better one loyal customer than ten walk-ins". If they really want your biz they'll also show you how to do the adjustment that Surly hubs require. Give them a chance...sometimes we get so wrapped up in not trying to give away product that we forget why we work in a shop: to help other cyclists and provide service we can be proud of. Tell them what will make you satisfied. Either they do it or you walk, but if you do, tell them exactly why.
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Old 03-29-08, 11:43 AM   #14
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Thanks for all the feedback--
I tend to feel that it isn't worth it to force them
into replacing the bearings but I won't go there again.
I could dig up the relevant contract law and send them
a nasty note but I'd rather just pay $20 for new bearings
somewhere else and then not go to this shop again.
If it was a $500 purchase I might be willing to bully
them a little.
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Old 03-29-08, 08:44 PM   #15
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Quote:
Originally Posted by kaiju-velo View Post
The bearings are sealed cartridge. I bought all the parts
from the shop. New parts + labor.
That doesn't mean Wordbiker was wrong. Enduro 7901 angular contact bearings ARE CARTRIDGE BEARINGS. They probably just need the adjustment.
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