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LBS attitude - my fault?

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LBS attitude - my fault?

Old 04-30-08, 08:55 PM
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LBS attitude - my fault?

so, i bought a frame on the net, no-name carbon, got some hand-built wheels, also on the net, and one of the Sram Red groups from the PF groupbuy...

last night the frame arrived, so i called my LBS and asked if they could build up the bike for me be4 saturday (i have a race), they said `sure, no problem`.

took it in this morning, and just after i`ve chosen a stem, pedals, post, saddle, bar tape and botle cages from their stock (came to something like $600), the manager comes over to me and gives me a lecture how they would normally never build a bike up for someone who hadn`t bought EVERYTHING at the store - and how the owner had said they should charge me $500 just for the labour... but that as i was a club member they`d just charge $100. his whole manner was pretty condescending.

i should add i live in japan, and most people don`t shop for bike stuff online, but i was still a bit put out at their attitude - an attitude which has a bad reputation with many people, as they`re quite snooty - there`s also a feeling that the owner doesn`t like `foreigners` too much, but i really try to get past that, i just think he`s a pr*ck - the other staff are OKish...

anyway, i felt like saying `ok, give me it all back`, but the other store in town said it`d take a week, and i need this bike!

i know they ARE building it, so can`tcomplain too much, but is this a problem in the US, etc? i had supposed that as more people buy online there that LBS`s are used to building up stuff they didn`t sell... maybe I`m wrong.

either way i`ll be getting a top end bike for something like $2400, that`s would have cost me about $6000 at this LBS, so i guess i`m the winner!
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Old 04-30-08, 08:59 PM
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change stores.
or the least you should have done was get a brand parts they don't carry
Some Japanese people have a serious attitude problem when it comes to 'foreigners' or 'policies'

But he may have just meant that they can offer their quality warranty when you buy from them, and would rather not build up some 'no-name' bike where you might come back and complain about stuff breaking or not being built properly.
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Old 04-30-08, 09:03 PM
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Dude...
good to hear you got it all coming together.
I have no comment on your choice of bike shops.
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Old 04-30-08, 09:07 PM
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that`s the thing, they don`t carry it. nor the wheels.

actually i went in a month ago ready to put down $700 for new wheels, and was thinking either eastons or mavics, asked the owner his opinion and he said `that price, all the same really. just choose the ones that match your bike.`

seemed like he just couldn`t be bothered to deal with me - so i left and bought on-line...

i know that there are many good LBS`s, but i hate that cliquey, better-than-thou feel you get in some of them. drives me nuts. but the flip side is, it`s always an added incentive to beat them when you see them at races... ah, revenge is...

painful.
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Old 04-30-08, 09:10 PM
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I buy a lot of stuff online and build my own bikes... however, I have had some work done that I'm not comfortable doing. (I.e. rebuild the fork on my MTB) I didn't buy my bike from my LBS but they provided great customer service. I like them so I still buy items like a ton of clothes, accesories, lube, tools and tubes from them

If any LBS is treats me like crap, they loose my business.... forever. I would've taken my parts to the other shop.
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Old 04-30-08, 09:14 PM
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As someone who own his a retail business (not cycling) I would just shut my mouth and accept any business that walks through my door. Although you did not buy all parts from the lbs you were willing to spend a decent chunk of change and were paying for the build. Brick and mortar stores need to adapt and capitalize on all business that comes there way.

Option #2 for the LBS was to get zero dollars at retail instead of $600 in parts and $100 in labor.

Some folks are just plain stupid.
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Old 04-30-08, 09:16 PM
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Originally Posted by kesa101
that`s the thing, they don`t carry it. nor the wheels.

actually i went in a month ago ready to put down $700 for new wheels, and was thinking either eastons or mavics, asked the owner his opinion and he said `that price, all the same really. just choose the ones that match your bike.`

seemed like he just couldn`t be bothered to deal with me - so i left and bought on-line...

i know that there are many good LBS`s, but i hate that cliquey, better-than-thou feel you get in some of them. drives me nuts. but the flip side is, it`s always an added incentive to beat them when you see them at races... ah, revenge is...

painful.
Ah, typical bike shop snobbery, I've got one of those shops in my neighborhood too.
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Old 04-30-08, 09:17 PM
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building up a frame is one of the joys of cycling, at least for me. spend the 100$ on some tools and a book and do it yourself. you'll learn a lot and be able to repair and adjust most things yourself.
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Old 04-30-08, 09:19 PM
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Originally Posted by pungee
Option #2 for the LBS was to get zero dollars at retail instead of $600 in parts and $100 in labor.

Some folks are just plain stupid.
+1
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Old 04-30-08, 09:35 PM
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I just moved to a new state, but my previous bike shop was top notch. The owner knew me and many other long time customers. I'd go to him with a product or item and tell him what I was looking for. Sometimes he had it or could get it at a competitive price, sometimes he couldn't. He knew I and other customers bought stuff off the internet, but that he got the rest of my business. He was fine with it. He sold all kinds of bikes to all kinds of riders, so he didn't have a hissy fit or an attitude if you brought something in to be built, repaired etc... that he didn't sell you. You paid for the service and they took care of it. That is the way it should be. It sounds like the OP needs to find another bike shop.
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Old 04-30-08, 09:39 PM
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Yeah, I lived in Okinawa for 6 years and the locals didn't really like the Americans all too much.

My LBS doesn't even sell the brand of bike I have but still help me out a ton. Bought some Mavic's and they threw in a set of Continental 4-seasons for free. I think it's more of a culture/society difference because where I lived the Japanese/Okinawans were all about the local economy rather than shopping at a non-personal store(i.e. on-line), as they all take great pride in what they do. But if I got your kind of service, I would definitely go to LBS #2 from now on.

However, LBS are there to make money and he might have just wanted to guilt trip you into buying solely from him
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Old 04-30-08, 09:50 PM
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With that attitude I wouldn't trust them to build my bike.
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Old 04-30-08, 09:51 PM
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Maybe it's more of a cultural thing?
Originally Posted by kesa101
so, i bought a frame on the net, no-name carbon, got some hand-built wheels, also on the net, and one of the Sram Red groups from the PF groupbuy...

last night the frame arrived, so i called my LBS and asked if they could build up the bike for me be4 saturday (i have a race), they said `sure, no problem`.

took it in this morning, and just after i`ve chosen a stem, pedals, post, saddle, bar tape and botle cages from their stock (came to something like $600), the manager comes over to me and gives me a lecture how they would normally never build a bike up for someone who hadn`t bought EVERYTHING at the store - and how the owner had said they should charge me $500 just for the labour... but that as i was a club member they`d just charge $100. his whole manner was pretty condescending.

i should add i live in japan, and most people don`t shop for bike stuff online, but i was still a bit put out at their attitude - an attitude which has a bad reputation with many people, as they`re quite snooty - there`s also a feeling that the owner doesn`t like `foreigners` too much, but i really try to get past that, i just think he`s a pr*ck - the other staff are OKish...

anyway, i felt like saying `ok, give me it all back`, but the other store in town said it`d take a week, and i need this bike!

i know they ARE building it, so can`tcomplain too much, but is this a problem in the US, etc? i had supposed that as more people buy online there that LBS`s are used to building up stuff they didn`t sell... maybe I`m wrong.

either way i`ll be getting a top end bike for something like $2400, that`s would have cost me about $6000 at this LBS, so i guess i`m the winner!
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Old 04-30-08, 10:17 PM
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seriously, if i`d not had this race on saturday, and not been waiting to get the frame to finish this build for over 2 months i would have left and bought the kit to do it myself.

i was at the end of my tether though, you know what it`s like waiting for your bike - my wife was laughing at me sat there watching tv holding my Sram Red brifters, imagining how they would feel actually attatched to bars... it was getting sad!

luckily i trust the mechanic, he`s a good guy, he`ll do a good job.
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Old 05-01-08, 03:27 AM
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If they'd be nice they'd get more business from you.

We build bikes like this all the time. Then the customer buys lot's of other stuff...besides, I really rather sell you shorts, tape, yadda. That's like french frys at MickeyD's. Better profit margins.

But then selling bikes is not a problem for us. Between 5 and 7 last night, we did ten grand.

If the "economy" is south, you can't tell it by us. And according to the stats that came out yesterday, first quarter showed overall growth of 0.6%. It's flat. But not like Katie Couric would like to believe.
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Old 05-01-08, 05:51 AM
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[QUOTE=roadwarrior;6617115] Between 5 and 7 last night, we did ten grand.


So you sold two bikes?

To the OP, get your bike and make a point of telling the owner that because of the way you were treated he won't get anymore of your business.
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Old 05-01-08, 06:20 AM
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So you took the frame to them on Tuesday, and they are building it up for you in time for a race this Saturday? That's incredibly quick service for someone who didn't buy the frame from them.

I'd rather pay the price and NOT have things thrown together on the fly. Aren't you just a bit concerned about the integrity of the build, considering the limited amount of time you'll have to get a feel for it before racing? Knowing you needed the frame for a race Saturday, wouldn't it have been better to get moving on this a little sooner?

Maybe the bike shop has a little bit of a reason for an attitude. . .

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Old 05-01-08, 08:16 AM
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Originally Posted by pungee
As someone who own his a retail business (not cycling) I would just shut my mouth and accept any business that walks through my door. Although you did not buy all parts from the lbs you were willing to spend a decent chunk of change and were paying for the build. Brick and mortar stores need to adapt and capitalize on all business that comes there way.

Option #2 for the LBS was to get zero dollars at retail instead of $600 in parts and $100 in labor.

Some folks are just plain stupid.
I agree. I bought my first bikes from a bike shop (Gary Fisher Tassajara and Trek 1200) and them later bought a higher end bike online (Airborne Zeppelin with Ultegra, Dura-Ace). I showed up for the group ride that the bike shop does and the manager of the store gave me a good natured ribbing. However, when I needed service I always took it to them and they had no problem (and to be honest, I bought a ton of stuff from them too, wheels, clothes, halogen bike lights etc etc). I would estimate that over the last few years I've spent at least $2000 - $3000 at the bike shop.

I don't know the margin that shops make on bikes but I would think they also make some money on accessories, wheels etc etc.

The ultimate irony is that the frame did not fit me very well (it was an amazing frame, its just that the geometry of Airborne Zeppelins do not fit my body very well). I ended up giving it to a friend who held a bike race in Haiti and that frame was the first prize.

This bike shop is not the closest to where I live, but they are my first choice for anything. I took my wife there looking for a helmet and the owner spent 30 minutes with us going over helmets, proper helmet fitting etc etc.

If I ever do buy another frame (I was entertaining getting a Seven Alaris or Axiom at some point in the future) these guys would be my first choice.

Ragging on someone for not buying the bike from your shop or for buying online is essentially short sighted and a sure way to lose customers. I once took the Airborne Zeppelin to another bike shop (I was riding and needed to pop into a random bike shop for a few minor things). One of the guys behind the counter said very loudly and condescendingly 'Oh, thats one of those crappy chinese frames'. I put what I was buying on the counter, turned around and walked out.
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Old 05-01-08, 08:20 AM
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i`ve been waiting for this frame for 2 months, and my old (now for use in the rain) bike is literally coming apart, it` a 4 year old trek 1000 that has had many many miles put in on it every month.

the race in question is a 160km course over three mountains and lots of hils, it`s not like it`s a crit. in any case, if you can`t pick up and ride any bike to a competent enough level to ensure your and others safety in a race, you shouldn`t be racing in the first place...
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Old 05-01-08, 08:28 AM
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My LBS has built 4 bikes out of my acquired internet parts. The service manager made one comment once and I gave him the eye. They do a great job with assembly and if they want any of my business they'll continue to do a good job. Each build has run $150 in labor.
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Old 05-01-08, 08:35 AM
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interesting.

as a customer, i'd rather he lecture me when i asked to begin with. it would have saved us all some time and heartburn.

otoh, i question his business sense. if he felt the need to lecture you, he should have waited 'til you picked up the finished bike.
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Old 05-01-08, 08:35 AM
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Next time you see the store manager tell him he was right about buying the components on line and that he shouldn't worry about "on-line" cycle shops because that Internet thing will probably never catch on with the public.
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Old 05-01-08, 08:54 AM
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The attitude is the same in most any sport. I am a big gun guy and in the gun world the shop owners are either excellent people are total jerks depending on varying factors.

The guy at your shop is really just trying to tell you that he is pissed that you didn't get your stuff from him and he is gonna "cut you this favor" this one time. Now, my reaction would be to let him know in plain english (or japenese) that you "appreciate" his favor, but you bought from elsewhere because he couldn't even compete with the prices you got and that while you did buy the frame etc... elsewhere you are buuying the accessories from him, unless of course he wants you to go elsewhere.

This type of thing happens all the time in the gun world and I recently had an identical situation (except with a high end rifle) . The shop owner did the transfer for me, but was moaning that I should have bought from him and then he tried to charge me and extra 50 bucks just because he could have got the same rifle for me. I point blank said, yes I could have gotten from him, but I would have paid almost 500 more! I then mentioned how often I come into his store (weekly) and how much I spend on average (about 80 each visit). I then said if he could get the gun for me at the price I paid I would be happy to buy another (identical gun) from him.

I quit going to that store for about a month and then stopped by one day and he rushed over to ask if everything was all right. I said sure, just been shopping around lately. On the spot he appologized for his previous outburst and gave me a 25% discount on whatever I bought that visit.

The problem with bike shops and gun shops is the same, they are small, niche type sports and the average "joe" can easily go to wally world (or another large chain) or use the internet, but they like to support the little guy, small shop owners. Sometimes the small shop owners foreget this and get pissed when we don't come to them for everything, but we need to remind them that we come to them out of compassion (mostly) and are willing to pay extra for the same items we could easily get at a large chain.

just my 2 cents. take it for what it is worth (free).

JOE
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Old 05-01-08, 08:56 AM
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Originally Posted by Tequila Joe
If any LBS is treats me like crap, they loose my business.... forever. I would've taken my parts to the other shop.
I have had similar albeit different negative experiences not involving parts brought in from outside, for which I use that most universal tool: the combination of my feet with the prospect that other shops might offer better "bike-side manner".

Your fault? That depends on so many things. If they had a problem with it, they simply could have (and should have) said no.

It goes without saying that shop labor rates for the build would apply (however much time it takes, period), but as long as you can agree on a price, his commentary is perhaps unwarranted or over the top, especially in light of your mentioned in-store purchases. I mean to say that while I would find it reasonable that a shop might make you pay a slight labor premium for bringing in some parts, it does not give anyone the right to treat you like dirt while doing it.

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Old 05-01-08, 09:16 AM
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Originally Posted by kesa101
last night the frame arrived, so i called my LBS and asked if they could build up the bike for me be4 saturday (i have a race), they said `sure, no problem`.
I'd say they're being pretty accomodating.
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