Advertise on Bikeforums.net



User Tag List

Results 1 to 20 of 20
  1. #1
    Senior Member Ebbtide's Avatar
    Join Date
    May 2003
    Location
    Ohio's Cycling Capital, America's North Coast.
    Posts
    4,617
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)

    LBS problem i want to share:

    Not sure if this is allowed but I figured I would share this story so it does not happen to anyone else. This is in reference to THE BIKE CLUB (retail bike store) in Broadview Hts, OH. It may also illustrate my distaste for most LBS.

    -----Original Message-----
    From:
    Sent: Monday, July 21, 2003 1:48 PM
    To: 'info@bikeclub.com'
    Cc: 'repair@bikeclub.com'
    Subject: My trek 730

    Dear Owner/Manager,

    On July 10, 2003 I brought my Trek 730 in for a tune up, to have a “clicking” noise diagnosed and repaired, wheels trued (which I was told would be covered in the tune up), and a new stem installed.

    I regret to inform you that I found my experience with your shop to be totally dissatisfying.

    At the time of drop-off I was told that the parts would be in on Monday July 14, 2003 and that I could pick it up at the end day, and if it were not ready, I would be called. Needless to say, I was never called. A day later (7/15) I called your shop and was informed the part was shipped from Minnesota and it should be in by Friday.

    On Friday I picked up my bike at a cost of roughly $100.00 only to get home and discover the following discrepancies:

    1. Front wheel was more out of true than when I dropped it off.

    2. The “Clicking noise” was still present despite having the bottom bracket replaced, and quite frankly, there are no defects in the removed part as verified by two separate cycle shops (a loose peddle was the problem, not the bottom bracket)

    3. The new stem was installed improperly as the previous stem’s locking nut was laying in the bottom of the steering tube preventing the new stem from passing the “maximum extension” mark (this should have been picked up by your tech).

    4. The grip was reinstalled back wards, shifters and levers were not symmetrical with the others, nor was the bar centered, and the cable routing was crossed.

    5. The bike was NOT indexed properly which resulted in ineffective shifts at the high and low ends. The bike did shift correctly when it was given to you!

    6. The handlebars were marred and scratched from removing them from the old stem.

    7. The rear wheel only had 70 lbs of air (700x28).

    I specifically brought my bike in to be repaired, not returned needing an hour and a half of my attention to correct the above problems, less $100.00. If any one or two of the above were present I would not have been too bothered. But, to have every aspect of the repair botched in one way or another is unacceptable.

    Although I am fully capable of regular maintenance and repairs of my own bikes (as evident form the little work needed to “repair” this 7 year old, 2300 mile hybrid bike) I thought this was a good opportunity to re-develop a relationship with the store I planned to buy my next road bike (I was happy with my experience that last time I made a purchase from you. with the exception of the tacoed wheel on day two of ownership, which needed to be re-built because the spokes were never tensioned correctly). Unfortunately, despite having the time to point out how your store deals in a lot of “high end....multi-thousand dollar bikes” your repair service left a lot to be desired and begs the question of your ability to assemble and maintain such bikes in the future. Let alone your commitment and attention to detail to customers who only purchase $600.00 bikes.

    I did appreciate the time and special attention given to me when I dropped it off and on parts selection, what happened in between is puzzling. Quite frankly, I would have been more happy if I paid $200.00 and got a bike that worked and some questions answered, instead of spending more time to re-repair it, and write this e-mail. I keep seeing more and more brick and mortar bike stores closing as internet sales skyrocket and big box stores start to carry "mid level bikes". The one single most valued reason to visit an actual bike store, in my opinion, is for customer service with technical repairs/upgrades a close second. I am always willing to pay for good personal service and expect nothing less when I can purchase what I need at a considerable discount elsewhere.

    In summation, I am truly disappointed in the services I was provided and am requesting a refund of $60.00 ($100.00 minus the $40.00 cost of the stem which I will keep). Remittance can be made payable to:

    (OMITTED)

    Or if you like you can refund that portion of the bill via my credit account (see below contact information).

    Thank you for your time and attention to this matter. If you would like to contact me to discuss this further, please feel free to call me at (216) (OMITTED), or simply respond to this e-mail.

    I will expect my refund within 10 working days, or August 1, 2003

    Regretfully,

    Ehenz

    ps. Please feel free to share this e-mail with your employees as a lesson in how to loose customers and how that can effect their hours, pay, longevity and employment history.




    That was the first letter, he called me right away and agreed to send me out a refund check on the labor that day. I personally assured him that his quick response earned my continued patronage and that i would soon be buying a road bike and if he really wanted to make good (as he said) he would cut me a break on the price as well.

    Subsequent to that discussion and not getting the check, I took my bike to a new shop and that prompted this letter:

    Hi Nathan,

    I’m am no longer waiting on the refund we agreed to, I see you are not a man of your word and have decided to take my business elsewhere. I thought I would just leave things at that until I discovered, yet again, another questionable tactic used by your shop.

    When I picked up my Trek from your shop I was told that the crank arms were recalled some years ago, but that the recall is no longer honored and I would have to pay for new arms and the labor to install them. I was quoted “around 80 bucks”. I then asked your tech if he had ever heard of anyone really breaking them and he said no.

    Well, I now come to find out that not only does Shimano still honor the recall (800-353-471), but your shop could be held criminally liable for returning the bike to me with the recalled cranks, and civilly liable if I were to be injured as a result of your tech ignorance on the recall if I were to crash.

    I am going to take great delight in sharing my experience with your shop to as many people as possible. I think I will start on various internet discussion boards (both local and otherwise) then move to your suppliers, Trek USA specifically.

    Happy Trails,

    Eric

    Well, there it is and I hope I broke no forum rules. The Bike Club, in my experince was one of the worse shops, or business at that matter, I have ever used. I would encourage anyone in the Cleveland area to stay away from it.

    Thanks, and I hope you found this informative and entertaining. You know whats funny, if i asked about the "ticking noise" here, none of this would have happened.

    ehenz

  2. #2
    Senior Member miamijim's Avatar
    Join Date
    Aug 2003
    Location
    Tampa, Florida
    Posts
    11,902
    Mentioned
    22 Post(s)
    Tagged
    1 Thread(s)
    Well, I have to say you did an excellent job wording your letters. As a person who worked in bike store many years I understand where your coming from. There are only 2 things I'd like to comment on. First, once you leave the bicycle store its difficult for the store to accept all responsibilty for the problems with your bike. Did the shifters get knocked out of kilter when you put the bike in your car? I cant tell you how many times customers returned with problems because they were fiddling with things. Secondly, you gave the store the opportunity to make amends for thier actions and they promised then re-neged. Shame on them.

    With the exception of not pointing out the problems while you were still there and test riding your bike before heading home, I'm behind you on this one.

    Speaking of test riding, when I was repairing bikes with similar problems I always did a 'diagnosis' test ride and I always test rode them after I finished the repair. Many of our customers were very happy with us even though we would make them wait a little extra for the final repair test ride before checking them out.
    WWW.CYCLESPEUGEOT.COM 2005 Pinarello Dogma; 1991 Paramount PDG 70 Mtb; 1976? AD Vent Noir; 1989 LeMond Maillot Juane F&F; 1993? Basso GAP F&F; 1989 Terry Symmetry; 2003 Trek 4700 Mtb; 1983 Vitus 979

  3. #3
    hello roadfix's Avatar
    Join Date
    May 2003
    Location
    Los Angeles
    My Bikes
    thank you for asking
    Posts
    18,502
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Sorry to hear what happened. But upon discovering the problems you mentioned, if you would have immediately taken the bike back to them this whole thing would have been handled completely differently resulting in a satisfactory outcome .

    George!
    .cinelli.olympic.surly.long.haul.trucker.kona.ku.surly.steamroller.
    .litespeed.classic.litespeed.firenze.bianchi.pista.dean.colonel.plus.more.

  4. #4
    Senior Member druhl's Avatar
    Join Date
    Jan 2003
    Location
    Southwestern Pennsylvania
    Posts
    63
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    About 10 days ago I purchased new wheels from a local shop - one I haven't visited in the past. When I picked the wheels up they swapped the cassette out for me (free). For various reasons I'd only been on the bike twice (one ride of 20 miles and one of 30) so it was a full week+ before I noticed a 'rattlling' noise from the general vicinity of the rear of the bike. Upon further investigation I found the individual cogs on the cassette were loose. I called the shop where the work was done. They asked me to bring the wheel in. They quickly determined a needed spacer was missing and fitted it immediately for no charge. I will look for reasons to patronize that shop - they have earned my loyalty. I'm sorry to hear of your experience. I understand the frustration that comes from being willing to pay a premium price only to be short changed. Screw me once, shame on you. Screw me twice, shame on me. I admire the professional way you shared your complaints with the shop owner.
    Bicycle trail only runs so far, this is a place you can't get by car..."Mercury" by The Clarks

    Wherever you are...be ALL there.

  5. #5
    Sloth Hunter Trouble's Avatar
    Join Date
    Jul 2003
    Location
    Tucson, Arizona
    My Bikes
    03 Lemond Zurich (Sold) 07 Steelman Custom steel road bike
    Posts
    408
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Any local bike shop, motor cycle or bicycle, upon being told of a legit complaint should take care of a customer if they intend to keep that customer and the word of mouth they provide.
    As a customer, if I have a complaint I will address my issues to the right person along with a suggestive resolution.
    If I am not satisfied with their response or resolution I'll tell them and take my business some place else. Apparently my patronage is not appreciated.
    It's the power of money.
    The problem with the gene pool is that there is no lifeguard and the shallow end is much too large.
    ______________________________________________________________________
    07 Haro Mary XC
    07 Steelman
    08 iMac 24"
    "One thing I know; that though I was blind, now I see."

  6. #6
    Senior Member Ebbtide's Avatar
    Join Date
    May 2003
    Location
    Ohio's Cycling Capital, America's North Coast.
    Posts
    4,617
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Thanks for the kind remarks. I think I was bamboozled and left not having inspected the bike carefully. If I had been more patient I could have waited until the next day. But I wanted to ride that evening as I was w/o for a whole week, plus I had just started a personal training routine. Moreover, this shop is a 35 mile drive and I was hoping to "feel some love" as the biked still looks new, complete with the "Bike Club" sticker on the downtube.

    You live and learn they say.....but why does it seem you continue to have to keep extraordinarily sharp these days?

    Once again, Thanks!
    The love of oil is the root of all evil

    And before I forget to mention it, this is one polite and professional forum.

    Thanks,

    Ehenz

  7. #7
    You need a new bike supcom's Avatar
    Join Date
    Aug 2002
    Posts
    5,434
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Under normal circumstances I would want to return the bike and let the shop make things right. But some of the problems you describe are obvious signs of incompetance. If I had the experience you describe I certainly would not want to give the shop a chance to screw up more stuff.

    Very poor form not to make good on the promise to refund the labor charges. If the owner questioned your claim, he should have requested to inspect the bike first or simply refused your request. But not to honor his end of an agreed settlement is inexcusable. Complete and unrecoverable loss of credibility.

  8. #8
    Year-round cyclist
    Join Date
    Apr 2002
    Location
    Montréal (Québec)
    Posts
    3,023
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Originally posted by ehenz
    <lots snipped>

    4. The grip was reinstalled back wards, shifters and levers were not symmetrical with the others, nor was the bar centered, and the cable routing was crossed.

    ....


    I won't repeat all the other comments, but I should point you that depending on how long are the cables, how high and how wide are the bars and how big is the frame, it is sometimes better to route the cables so they cross under the downtube. On many bikes, the curves are shallower, which means less resistance. Sheldon Brown suggests that possibility somewhere on his site, so it must be a good idea -- sometimes.

    It's probably the only point they *might* have done correctly.

    Regards,
    Michel Gagnon
    Montréal (Québec, Canada)

  9. #9
    New to bikeforùms.net
    Join Date
    Jan 2001
    Posts
    2,202
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Originally posted by ehenz
    but your shop could be held criminally liable for returning the bike to me with the recalled cranks


    Dont you mean without the recalled cranks? Or did I miss something......

    Whoever worked on the bike sounds like me when I first started........but I wasnt allowed to work on customers bikes at that time. The owner might have let an unexperienced kid work on the bike before he knew what he was doing, which is unfortunate.

  10. #10
    The Red Lantern Rev.Chuck's Avatar
    Join Date
    Apr 2003
    Location
    Raleigh NC
    Posts
    5,967
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    I can see a(one) mistake, it happens, but that is crazy. The cranks makes no sense, we get them free and get a couple of bucks for putting them on, AND similar cranks would retail for $30 plus maybe $10-12 to install. How could you pull a quill stem and not notice the wedge missing? They must have had the fireball do your bike, I hardly let my new guys do tubes, much less true wheels(I don't let anybody that cannot build a wheel, true a customers wheel) Sorry
    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.

  11. #11
    Senior Member
    Join Date
    Sep 2003
    Location
    Willimantic, Connecticut
    My Bikes
    '70s Puch sport tourer, '90 Peugeot Success.
    Posts
    499
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    We have only one bike shop in town - the next closest is about 30 miles, but i will try them next time. The LBS is in a big hurry, will do their best to sell you things you don't need, & overcharge you as well, especially if they sense you may not know any better. Customers shopping for $2000 bikes may get better service, but i wouldn't know.

    They can do alright IF you know EXACTLY what you want, & supervise them while they do it.

    I won't tell any sad stories, but i won't go to them any more for anything. (Actually i stopped going there a long time ago except for fairly major work, which was seldom).
    Where have you been all your life?

  12. #12
    Senior Member
    Join Date
    Sep 2003
    Location
    Willimantic, Connecticut
    My Bikes
    '70s Puch sport tourer, '90 Peugeot Success.
    Posts
    499
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    A few years back we still had a second LBS in town. That's where i bought my new Peugeot Success in '91. I returned from the test ride & commented to the shop owner that the rear wheel had a flat spot.

    He flew into a rage & yelled, "What do you expect on a $500 bike?!" (Remember, this was 500 1991 dollars too). Round wheels, i thought. Finally i prevailed on him to switch the wheels. The bike was last year's model & he wanted it out of there.

    The new Weinmann (I forget what the original was, i think Taiwanese) proved not very good at staying in true, but it was an improvement. After a few years i got a set of Mavic Reflex SUPs from Performance that have never needed trueing.
    Last edited by Cyclepath; 09-08-03 at 02:19 PM.
    Where have you been all your life?

  13. #13
    Senior Member miamijim's Avatar
    Join Date
    Aug 2003
    Location
    Tampa, Florida
    Posts
    11,902
    Mentioned
    22 Post(s)
    Tagged
    1 Thread(s)
    I need to make a trip to my LBS for a warranty issue on my Trek. This one could get interesting. In the spring of '03 I purchased a new old stock 2001 Trek 6700 mountain bike. From the day I first rode it there has been a click in the front wheel. Without getting into the details I finally took it apart and both bearing races fell out of the hub. This is definitly a warranty issue. The problem lies in what are they going to do. I know how 'fix' the hub but I want new one. I have E-mailed the manufacturer of the hub to get the details, they said, "see your dealer."

    Just to let you know how much trouble they have the potential of getting into, I have built over 2,000 wheels and was a mechanic/manager/ran the store when the owners were on vaction. I did this for 12 years then decided I wanted to make some money....

    I not going to hi-jack this thread so I'll post the complete details, including naming names in a new thread when I get around to getting the wheel to them.
    WWW.CYCLESPEUGEOT.COM 2005 Pinarello Dogma; 1991 Paramount PDG 70 Mtb; 1976? AD Vent Noir; 1989 LeMond Maillot Juane F&F; 1993? Basso GAP F&F; 1989 Terry Symmetry; 2003 Trek 4700 Mtb; 1983 Vitus 979

  14. #14
    Donating member Richard D's Avatar
    Join Date
    Sep 2001
    Location
    Faversham, Kent, UK
    Posts
    1,852
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    When I recently had shifters, cassette and chain upgraded I decided to get a pair of new tyres at the same time and for the sake of the, admittedly small, labour cost got the shop to fit them. The front wheel had been put in with the computer magnet on the wrong side, the shifters had been fitted horizontally on the handlebars rather than vertically as well as being fitted the wrong side of the brake levers. The front derailleur cable holding screw was left loose enough for the cable to pull through slightly. The grips were on upside down.

    I like the manager of the shop but whoever he employs is unbelieveably sloppy or new. I didn't complain as such, as I like the chap and had basically got the shifters for free, but let him know that I'd had to refit the shifters and adjust the indexing - whether he took notice of it I'm not sure, but whilst I might buy bits from that shop, when I bought a new chainset and bb, I bought and had it fitted at the other shop in town.
    Currently riding an MTB with a split personality - commuting, touring, riding for the sake of riding, on or off road :)

  15. #15
    TX Ciclista CarlJStoneham's Avatar
    Join Date
    Jun 2003
    Location
    Ft Worth, TX
    My Bikes
    '05 Trek 1500 & '00 Trek 2000
    Posts
    1,344
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    I just sent this e-mail. of course, i don't live near them (they don't know that) but if I did, I'd never darken the door (and I *could* one day live there or be riding nearby). Hope that helps your "great delight in sharing my experience with your shop to as many people as possible"


    "I read this review today (LBS problem i want to share:) and I have decided not to choose your store should I ever need work on my bike or for purchases of equipment/bikes (I plan to buy a new road bike within a year)...

    Sincerely,
    Carl J. Stoneham"

  16. #16
    Senior Member Stubacca's Avatar
    Join Date
    Aug 2003
    Location
    Oztraylya
    My Bikes
    '03 Fuji Roubaix Pro; '03 KleinGi Attitude; '06 Soma Rush; '04 Surly Cross-Check; '06 Soma Rush; '07 Scott CR1 / Chorus
    Posts
    2,677
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Originally posted by CarlJStoneham
    I just sent this e-mail. of course, i don't live near them (they don't know that)...
    If they follow the link in your email to them, they will now!! j/k

    Well worded letters, and thanks for the word of warning to anyone intending to do significant business with this shop.

  17. #17
    Senior Member
    Join Date
    Sep 2003
    Location
    Willimantic, Connecticut
    My Bikes
    '70s Puch sport tourer, '90 Peugeot Success.
    Posts
    499
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Hi Carl - better watch out for a squad of black-lycra clad masked ninja velo-assassins on stealth bikes staking out your residence, or silently lining up behind you as you cruise blithely along one day...
    Where have you been all your life?

  18. #18
    TX Ciclista CarlJStoneham's Avatar
    Join Date
    Jun 2003
    Location
    Ft Worth, TX
    My Bikes
    '05 Trek 1500 & '00 Trek 2000
    Posts
    1,344
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    If they follow the link in your email to them, they will now!!
    DANG! On the other hand, they'll see all the bad publicity...

    Hi Carl - better watch out for a squad of black-lycra clad masked ninja velo-assassins on stealth bikes staking out your residence, or silently lining up behind you as you cruise blithely along one day...
    They'd be a welcome change over the sunglasses-clad, cataract-cursed granny with the super-wide Cadillac who drives in the middle of the street...

  19. #19
    The Red Lantern Rev.Chuck's Avatar
    Join Date
    Apr 2003
    Location
    Raleigh NC
    Posts
    5,967
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    Richard D., you should tell the shop owner. This is the kind of stuff we need to know about. Sometimes you get a guy that appears to know what he is doing and then turns incompetent the second your back is turned.
    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.

  20. #20
    Senior Member
    Join Date
    Sep 2003
    Location
    Willimantic, Connecticut
    My Bikes
    '70s Puch sport tourer, '90 Peugeot Success.
    Posts
    499
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    You can tell the owner, but all too often this is just the chicken complaining to the fox who owns the coop...of course if you make it clear you plan to take your business elsewhere, it could make an impact - if enough of his other customers also do it, & if there's another BS (that is, bike shop):-> within convenient driving distance so that such a threat can be made good.

    In many cases LBS should be considered to mean Local Bike Skinner.:->
    Where have you been all your life?

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •