HRC-Rascal

Would like some opinions because I keep changing my mind on how I should handle this.

On the 26th of last month, I purchased a bike, built to my specs at a cost of $4k. I bought it from a reputable shop, one I have bought parts from in the past and only have good things to say about them. So it is now approaching three weeks and I still haven't received the bike. When I bought it, I was told it would take about 3-4 days to finish it up, but it depends on parts availability - completely understandable.

Before leaving, I was told that in a day or two they would check inventory to see if they had all the parts, then they would give me a call. Well, I never got the call. A week goes by and I call them up and they say that the bike is done, but they are waiting for the wheels: 'they should be in soon' is what I'm told. I probably point out that I bought hubs that are made in the UK and am having them laced up to a rim of my choice.

So another 4 days go by and I call again (hoping to get the bike in time for my weekly ride) but same response, 'waiting on the wheels'. I call again several days later hoping it'll be ready but nope, same response, but I'm now told that they can probably give me some loaner wheels until mine come in - something I'm told they do all the time. (They add that mine should be in soon). Of course I say yeah, lets do that because I just want to ride, and why didn't you tell me this before??? I'm told they will see what used wheels they have, then will give me a call. Well, one week later and I still haven't been called back.

At this point, I just want a clear answer - two days, two months or we have no idea when your wheels will be here. If I know that it will be a ways out, I would just buy a set of cheapo wheels until mine are ready - something I have no problem with but don't want to do if mine are really coming in tomorrow.

So anyways, I'm at the point where I am ready to go and demand my money back, or just take the bike and loose parts and finish it off myself. I have no problem waiting for parts because I can understand about being limited by your suppliers, I'm just not happy with the lack of updates and not being called back. I had way better service from this shop when buying a set of tires!

Sorry for the rant, guess I needed to get it off my chest. Thoughts/opinions?

zonatandem

Maybe if you have another beer it'll solve your problem?
Stuff happens . . . take some loaner wheels off any bike in the LBS and go for a spin 'til yours arrive.
Quityerbellyachin'!

HRC-Rascal

I think reading fails you.

I'll reiterate. They offered loaner wheels, but they haven't come through with the offer.

Maelstrom 

Well you are in a tough spot. It may be you were unlucky enough to buy a model running low in stock NA wide. Some specialized for example, are completely out of stock until the 2008 models get released. Same likely applies to "wheels"...

Maybe change your order and see if that helps. As for the crappy service, I find thats common. Most bike shops are too busy to bother and once they have your business don't care until the time is right (when they need more money)...its totally your call, 4k custom pieced bike, a month is reasonable to me. Much more than that and I start to question their skill

bac

Here's my take. I can appreciate delays due to the fact that certain components are not available. Is this the case with your shop? I dunno, but it's possible. (If it's just a wheelset, and given the delay, they certainly should hook you up with a used set until yours are delivered.) However, I CANNOT take shops that ignore me, or state that they will get back with me and then don't. That's not acceptable to me. Do you expect better service in the future? I wouldn't.

I may be tempted to make a visit to said shop and demand a refund. Then, perhaps find a shop that treats its customers better, and lay down your hard earned cash there. However, that's just me.

Good luck with your new machine. I once waited 3 months for a bike, and it was the longest wait in my life!

... Brad

g0tink87

I would go down there in person...not call. Phone calls are obviously not working. A personal appearance might be a little more intimidating. I wouldnt go in kicking and screaming but i would definately have a bit of an attitude. Ask for the manager/owner. Ask him to call the wheel company right now and find out whats going on. Get the number for the company yourself and you call them. Tell them your very disatisfied with there service. Pretty much just make a whole big stink. Maybe it'll get the ball rolling a little faster.

If you annoy the ***** out of the bike store, there gonna annoy the ***** out of the wheel company, whos gonna annoy the ***** out of the guy putting them together.

Its just how you gotta get things done sometimes.

HRC-Rascal

I'm told the bike is done, just waiting on the wheels. Like you say, it's mainly the service/communication at this point. In my perspective, when I pay for something, I expect people to do what they are payed for in the manner in which they stated.

And that's really the whole deal for me. If they would just tell me it's gonna take two months, I'd be fine with it, loaner wheels or not, I just hate being strung along.

iwantakona

I've worked in retail before. My freind joey use to always say "When someone isn't willing to work with me like an adult I'm not willing to work with them either." also "When their voice goes up my ears go shut." Getting an attitude won't help. Go down there in person and ask them what they can do for you. Let them know how long you've been waiting in a respectful manner and see what they can do. Most people that work at bike shops ride also and know how it is. Then if they can't do anything to help you politely let them know they have lost your bussiness in th future and leave.

Jinker

+1

If you've been talking to different people on the phone, or someone with poor 'phone skills', you increase your chances of getting jerked around.

Let them know you're coming in to pick up your bike. Say you're willing to take loaner wheels. Give them at least an hour or two to get ready.

When you show up, if the loaner wheels aren't 'ready'. Point to a bike with similar level componentps (your bike sounds like it's probably XTR level stuff, so pick one of the nicer bikes in the store) and say you're willing to take those wheels.

At that point they really have no excuse. They've got your money. They owe you a working bike. They already agreed to try to make things right by loaning you a set of wheels until the ones you paid for are ready.

If this all comes down to them not following up and calling you back in a timely fashion, maybe the guy who's doing the calling back is a junior employee shirking their duties, or they've got a mistake in your phone number on the work order or something. No point going in there ranting, that'll just get people bent out of shape.

If they aren't willing to do what it takes to make you happy once you're there in person, then ask to speak to the manager, explain the situation as clearly and calmly as possible, and ask him/her what is reasonable for you to expect, and how they will resolve things.

If they start making excuses and don't seem ready to resolve the situation right then and there, I'd say "I'd much rather leave with a working bike that I can go ride, but if you're not willing to provide that, please give me everything but the wheels, and refund me the cost of the wheels. I'll go get the bike completed elsewhere."

I don't think that will be necessary though. Anyone in their right mind will see that you've been more than understanding as your bike order slipped through the cracks, and they'll try to make things right. It sounds like you've been a good customer to them. Driving you away and turning you into an anti-advocate for their store is the last thing they want to do.

alumrock12

could we get some pics of the bike? hehe

santiago

Sounds like the shop is either very poor at following up with their customers or they are treating you like a push over. I can't stand companies that treat their customers like that.

What would I do in your situation? Go to the shop and very nicely say, "I'm here for the bike that's ready with the loaner wheels." That's it.

That should be enough if they truly value you as a customer. If they don't at that point then take your money and walk.

FWIW, I've moved my business from one LBS to another because of poor follow-up and failing to call back. I am a loyal customer but I also expected to be treated well, not like a king, but with simple courtosy.

mx_599

i waited a very, very, very long time for my '95 Schwinn Homegrown. i think it was the first year and there were major delays with Yeti or something...

BP302

If the bike is built, minus the wheels, what loose parts are you referring to that would allow you to finish the bike yourself? If it's built, minus the wheels on order, I'd be ridding it right now with a set of loaner wheels. What are you waiting for? Go get your bike and start enjoying it.

Maybe you can get a discount on some accessories because of the lack of service you've experienced.

idcruiserman

I doubt the bike is finished. Tell them you're coming to get it or your money back.

idleuser

I didnt read all the responses, but working in a pharmacy I know that communication is key to a successful customer relationship. Unfortunately your bike shop doesn't understand that a 3 minute phone call could have prevented most of your frustration. Whether it's poor store communication, several calls and no promised returned phone calls is unacceptable in my opinion. I say as long as you get the physical product you paid for then that's fine. Service wise I guess it's just a disappointment on your part. Don't go back to them again is all I have to say.

Try not to give them attitude (at first) because that does not make anyone happy.

doctortalk121

xxx

dinotekka

say to them ur picking it up in 1hr and tell em to put loaner wheels on. Insist they call you when ur wheels come in.

Blue Jays

HRC-Rascal made this very clear in the original post. They offered loaner wheels and haven't made good on that promise, either. Of course he would be riding if they would provide this extra courtesy. That's the problem...incomplete bike and empty promise about the wheels.

Maelstrom 

No offence, and I have worked retail and currently work in a very oriented service industry, its not the clients job to be nice, its the person offering the services job to be nice. If the "seller" says he is going to call, I expect it. If he doesn't I get pissed. Doing that creates mistrust and makes the company you work for look bad. If you hold up your end of the retail connection than I will too. If you fail at yours, expect some sort of backlash.

So far, the retail shop the OP deals with sounds like a chump and I wouldn't go back and would clearly let the owner know that his shop rat is a chump for making a simple promise he couldn't commit to.

trainwrecked45

Maelstrom pretty much summed this up, you spent 4k with this shop (not to mention you are a return customer), they should be catering to you, and since they not I might assume there is a deeper issue. Have you seen the bike? Go sown to the shop and demand to see your GD bike! then put some mf's in there place.

caelismadison

Are you waiting for Industry nine wheels?

Just courious

niz16

any news if the issue was resolved********** with lender wheels ???? money back********** or the full actual bike that was paid for**********

HRC-Rascal

So I had pretty much decided that Saturday was going to be the last day of waiting and would either ask for a refund or take delivery of the bike. It was interesting, I wasn't all that pissed about it, more frustrated with not getting a clear answer, and not getting a call back when promised.

Like I had said before, I'm fine with waiting, but when it comes to me paying for a service, I expect the service paid for in the manner promised.

Anyway, I called on Saturday, said I just want to pick up the bike, minus the wheels and that I'm going to buy some cheapo wheels from 'somewhere else' and when my wheels are done, will pick them up.

Surprisingly, I was told that they were working on my wheels as we spoke, but that he didn't think the bike had even been started - contrary to what I had been told before.???

I said come on, I don't want to be ass but I was told over a week ago that the bike was done and they were only waiting on the wheels. I just want to ride.

I was told that the bike should be ready for pickup by the end of the day and they'd call me back to tell me when. Well, 30 minutes for close time, no call. About 20 till, I got call. I raced down and they were just buttoning it up - with loaner wheels.

They stayed open for about 20 past close time to fine tune some stuff and I left with the bike - and happy.

So I'm now waiting for the wheels to be ready but I at least have the bike and it kicks ass. Worth the wait.

caelismadison - not IN wheels, Hope hubs on 4.1's. They were built up with parts I requested.

As for the shop. Despite my frustrations over the wait, I've always had nothing but good dealings with them, whether buying single parts or even during the build selection of this bike - the whole bike was built piece by piece to my specs so it took a good amount of in-store time.

While in the shop I was checking out a BMC and may be purchasing one from them - again, built up to my specs. If I do, I'll be sure to recap my frustrations with this build and expect promises (or maybe a small discount) that it will not happen again. Can you imagine my frustration with a similar wait on a 7-8k build

HRC-Rascal

Oh yeah, and thanks for the all the comments guys, I appreciate the sounding board. I can't talk to the woman about this stuff, she would just say 'see, someone is telling you that you don't need a new bike'.

caelismadison

I was just wondering. I just had some i9s built and it took 3 months as opposed to their 4 to 6 week period they promise. They look awesome but took way too long.