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Old 09-11-09, 08:44 PM   #1
MGtrack
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Unhappy What's the secret handshake at Plano C&F?

I stopped by Plano Cycling & Fitness 3 times in the past week. Each time trying to get service from anyone was like pullling teeth. This morning was the last straw. Because it's on my way to work I stopped in to see if they had a specific freewheel tool. The gal at the desk told me to go to the service desk. 3 guys working back there. None of them would even look at me. I did the "excuse me" thing, and the guy working RIGHT IN FRONT OF ME turned his head away from me and kept working. I tried again. Nothing. He ignored me. So I left.

I've been patronizing bike shops in DFW for a decade and have been in PC&F a few dozen times. Mostly bought small stuff. Service was always an issue. But I've seen other people getting good service there.
FWIW, I don't have this problem at RBM, some of the guys at RBM are of no help, while others are gems whose help and experience I value. But at least someone is there to help you.

So whats the key? Do I need to learn some secret handshake to get service at Plano? It's close to work so I'd really like to give them another chance. But this last visit was FRUSTRATING.
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Old 09-11-09, 10:47 PM   #2
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That's funny, I've had the exact opposite experience.
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Old 09-12-09, 06:50 AM   #3
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I've seen similar complaints about RBM. I've gone in there and been ignored, and gone in other times and had 6 or 8 different people ask if they could help me while I was there. I think the secret is just how busy they are. Get 8 salesmen and 9 customers, and somone feels neglected, and somedays, that's you. That being said, I've only been in PC&F a couple of times, but seems like I had somebody check with me when I went in each time.
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Old 09-12-09, 07:44 AM   #4
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I was just Plano Cycing & Fitness this past Thursday. I happened to be driving by with a used bike I had just purchased from a private seller, and I needed some help removing the pedals. I was in and out of the store in 5 minutes; the service guys couldn't have been friendlier.
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Old 09-12-09, 09:33 AM   #5
jsharr
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Since I used to work at the boat dealer that serviced the owner's bass boat, I always seemed to get good service. Seriously though, I always get good service there, even though I seldom deal with Rick and no one knows who I am. Must have just caught them on a bad day.
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Old 09-12-09, 12:19 PM   #6
MGtrack
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FWIW, it didnt' seem at all busy when I was there. They'd just opened.


But I'm glad others have had good experiences there. Maybe I've had rotten timing. I'll give them another try when needed.
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Old 09-12-09, 03:10 PM   #7
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Give it another try. It's a surprisingly helpful shop. Big place, but all the folks are helpful and friendly.
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Old 09-12-09, 03:49 PM   #8
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Wow, I'm surprised to hear that too. I think you've been unlucky with your timing. But, for what it's worth, give Rick a chance to fix it before you give up on them. But I suspect you won't need to.

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Old 09-13-09, 07:41 AM   #9
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Plano Cycling has pretty good service department, IMHO. They have always worked with me on my many project bikes. RBM has also assembled several bikes for me. No complaints.
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Old 09-14-09, 07:09 AM   #10
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I had PB&F's service shop build a wheel for me. It took nearly twice as long as they said when I dropped the rim (ISO349) and hub (8spd IGH) off. When I finally picked it up, I found they'd entered "3 cross" into their spoke lenght calculator and then when they built the wheel up they "discovered" the spoke angle was too severe for the nipple/eyelet interface. Well, duh, it's a small diameter rim and large hub! Their solution was not to recut the spoke lenght for 2 cross but to put a hand bend into the last 1" or so of each spoke, so the spokes could "hook" into the rim. When I began to question the build, I was cut off with "We've been in business a long time. We know what we're doing." I was told I would have to pay for the wheel build if I wanted my hub and rim back. I asked if they'd warrant their curved-spoke wheel build against spoke breakage or rim cracks, and they said just for 30 days.

Ineptitude combined with arogance will lose my business every time.

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Old 09-14-09, 09:27 AM   #11
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I work near their shop and have had really bad experiences there giving them another try over the years. They pushed a bike that did not fit me when I was new to the sport and didn't know better. And on the sales side in general, it is amazing how little their people know about the lines that they carry. They gave me the worst bike fitting that I have ever gotten, and that was from their expert when I had called ahead to set up an appointment. After screwing up the warranty handling of a bad Specialized hub and keeping my bike for two weeks, they then sent me out on a wheel with cones so loose that it almost failed first ride. They have lied to me about repairs that I paid for but they didn't do until I could prove them wrong in front of other customers.

You can do better than PC&F all over the metroplex. My strong advice is that you do.
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Old 09-14-09, 09:36 AM   #12
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I have always had good customer service from the staff there. I can't see how they don't help you. These folks are really good to not hound you and let you shop. If in-fact, you need help, they are normally pretty good about recognizing you need help and will gladly step forward to assist you.

But feel free to talk to the manager. Print this thread and give it to him. I know they value your business and will gladly talk to his staff to be more attentive to help you.
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Old 09-22-09, 12:15 PM   #13
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Boy, did you nail it! That's the exact feeling I got when I was in there last Tuesday.

I was the only person looking at bikes. First salesman just didn't seem excited to help me. Guess I interrupted something more important to him. When he went to check stock on a bike I wanted to test ride, well I guess that was his chance to get away. I waited a LONG time for him to return. Second guy showed up and asked if I'd been helped. Told him I was waiting for someone who was checking stock so he walked off. Waited another 5-10 minutes. Second guy came back and said he would be able to help me. Never saw the first guy again.

The two bikes I test rode both had really glitchy gearing. I've heard such high praise for Cannondale and Specialized that I had to wonder...was it the fault of the store and the service department not keeping their floor models in very good working order? How much of a headache would it be to do business with them?

If Plano C&F was looking for new customers they sure it blew it last Tuesday. Their loss was RBMs gain. I left Plano C&F and went right back to RBM where I dropped nearly a grand on a new bike and accessories that same day.

The liklihood I'll return to Plano C&F or recommend them is quite low. But the chance I'll share my story with others is pretty high.
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Old 09-24-09, 08:14 AM   #14
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Each shop has a different feel and different vibe to it. PC&F is a bit smaller of a shop than RBM and not nearly as well staffed as result. Sucks that sometimes customers get the cold shoulder from time to time (at both shops, and in retail locations in general). It's gonna happen, best thing to do if you really feel neglected is ask to speak to the manager. Chances are they'll do what is needed to make the situation right. I now live closer to Performance & PC&F than RBM, but will still stop by RBM over PC&F usually because I know were things are at that shop more than PC&F.
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