Originally Posted by
rebel1916
I am one who tends to think most LBSs have piss poor customer service. But how much time is he to spend with this one slightly wacky person? I know I can't afford to work for free, so I assume he will charge the shop rate for the leisurely ride and the trainer session. I can't imagine that's gonna go over great with this individual. Sometimes your best bet is just to explain the facts to someone and tell em they are welcome to get a second opinion.
How to handle a service problem, whether it's mechanical or a "wacky person" is always a matter of discretion. The OP posted because he wants to retain her as a customer, otherwise he would have drawn the line, or suggested she get another opinion long ago, and we wouldn't be commenting.
In any case, the OP doesn't feel the customer is wacky, and -- unless she had just bought this bike used before bringing it in for the chain and cassette replacement -- we have no reason to assume there isn't something real going on. Of course it might be that the newer components are inherently noisier, but that doesn't explain a chain falling off.
So the OP has 3 basic choices.
1- blow her off
2- risk doing so by telling her that the bike is fine and she's doing something wrong without knowing exactly what that is
3- trying to determine the exact problem - rider or mechanical - either on a trainer or by riding along with her and observing.
It is an investment in effort, but will either identify the problem, or give him the proper platform for explaining exactly what she's doing wrong, and what she needs to change.
Of course this is above and beyond, but that's what separates great dealers from those who just sell bikes.