Why I'll never take a vintage bike to Performance again.
So I took the Raleigh Record I've been working on to a local Performance to have some cottered cranks removed, they said on the phone that they could do it no problem. I brought it in and after an hour wait they told me that they couldn't get them off (they didn't have a cotter pin press). First they tried hammering them out, then they tried drilling the left side crank. They told me that the only option left was to saw the cranks off.
I took my bike home and decided to get the proper tool to do the job, so I ordered one of the cotter presses from bikesmith. I first tested the tool on an old Nishiki that I'm working on, and it worked flawlessly. Next, I took out the cotter on the side they hadn't drilled on the Raleigh. Once again the press worked without hitch. I tried to remove the drilled cotter, but the tool could not get into the hole to make contact with the cotter. Now the crank is attached to the bottom bracket with no way to remove it. I decided to contact Performance in hopes that they would replace the crankset and bottom bracket that they screwed up. I called on the 23rd of April and explained the situation; they told me that they would call me back with more information in a couple of days. I waited for three weeks, but never got a call. I finally decided to call them today, and they said that all they could do was send me a new left side crank because that is all they damaged. We argued for almost 10 minutes, and I made no headway. I will probably never take another bike to Performance, and I definitely won't be taking a bike for anything that's slightly out of the ordinary for them. Thanks for listening to my rant :twitchy: -Ant Oh wait, one more thing! The last 4 times that I have called them (twice because of this situation and twice about product inquiries), I was put on hold for anywhere from 8 to 15 minutes! |
I would really push them on this -- There is no reason that they should have drilled that out, unless you told them to try it, which I can't image is the case. If they could not do the work, they should have said so. They broke it and now they should have to pay for their mistake.
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Performance: The Home Depot of bicycles!
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Originally Posted by sonatageek
(Post 8918786)
I would really push them on this
Ask to talk to the store manager, regional manager, vice president, whatever. Call corporate headquarters. Send emails through their website, post your story on all the forums. Messing something up is not a substitute for fixing something. They have an obligation to make it right somehow or offer to send it to someone that can repair it right. Guess I'll have to break down and buy that cotter press... |
Of course I got an awesome deal on my Fuji Touring bike a week ago from them, so I still have a good feeling for them. Never looked at them as a place to take a bike for service though.
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Just curious, did you OK them to hammer and drill the crank when you took it to them, or did they just do that without consulting with you?
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Originally Posted by dbakl
(Post 8918826)
Guess I'll have to break down and buy that cotter press...
If you live near Denver you can use mine:lol: |
Originally Posted by Dead_Ant
(Post 8918859)
If you live near Denver you can use mine:lol:
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Yeah, I've had really bad luck with asking the guys at Best Buy to repair my old tube amps..
;) |
Originally Posted by Dead_Ant
(Post 8918745)
I tried to remove the drilled cotter, but the tool could not get into the hole to make contact with the cotter.
-Kurt |
Originally Posted by mparker326
(Post 8919693)
That's what we did back in the day, before cotter presses. Be sure to hold the punch with a pair of pliers :thumb: |
Originally Posted by Mr IGH
(Post 8919738)
That's what we did back in the day, before cotter presses. Be sure to hold the punch with a pair of pliers :thumb:
Stick another wrecked cotter (cut in half) down the hole - or anything of similar size and of strong enough steel. Get to cranking with the cotter press. Problem solved. -Kurt |
Got to say it, find a "real" LBS with a real wrench working behind the counter,(Young or old, look for the guy with dirt on his clothes). Every Proformance I've ever been in has been full of preppys.
R.N.W. (Part time LBS wrench) |
Originally Posted by Dead_Ant
(Post 8919811)
That's what I tried before taking it to Performance.
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A real LBS can just as easily break bikes as Performance.
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I did my first cottered crank a few weeks back. After the hammer trick which yielded nothing but bent threaded ends, I was about to give up. As a last resort I ground off the threads to get a flat surface to hammer(with a punch) and both of them popped out easily. I imagine heating the metal slightly with a MAP or Propane torch, would do the same while saving the threads. I would never take a cottered bike to a shop that didn't seem to know what they were doing. It being Performance, that goes without saying almost. The employess at my local store looked at me funny when I aksed if they could get tan(cork) bar tape. They had never heard of it?,,,,BD
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A new Performance store opened in town just over a year ago. I walked in for their Grand Opening hoping to find great sales on something I could actually use. What shocked me was overhearing the new manager advise a customer about a bike repair. He said, "you could probably take it to any local bike shop, such as xxx or xxxx, their mechanics should be able to adjust that for you in no time at all". They had quite a few "sales people" on the floor helping people find things, but none seemed no know much about anything beyond what they had available. I figured they had simply not had time to hire a mechanic. Perhaps they really only have personnel in their "shop" area to assemble bikes and attach new accessories, but no one trained to handle general repairs.
I asked a local bike shop manager and owner what they thought about the big discount chain moving to town, and located nearby. They both actually laughed and said they were not worried at all. "They'll sell the bikes and then we'll get the customers who will need them repaired or even just assembled correctly." Perhaps they had heard tales from other towns. I'll keep buying some stuff from them online (mainly tires at greatly reduced clearance prices) unless they can match the catalog sale prices at the retail store. Otherwise I have no use for then apart from seeing a catalog item close up. |
Originally Posted by Mr IGH
(Post 8919738)
That's what we did back in the day, before cotter presses. Be sure to hold the punch with a pair of pliers :thumb:
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Sew them. Thay ruined the set not just the one side. Take it to court.
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Yep for sure there, I would keep on complaining since they F0RK3D it up until you get something tangible. I hope you didn't pay any money for the messed up work they done did!
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Originally Posted by yepyep
(Post 8919921)
A real LBS can just as easily break bikes as Performance.
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Originally Posted by Dead_Ant
(Post 8918745)
So I took the Raleigh Record I've been working on to a local Performance to have some cottered cranks removed, they said on the phone that they could do it no problem. I brought it in and after an hour wait they told me that they couldn't get them off (they didn't have a cotter pin press). First they tried hammering them out, then they tried drilling the left side crank. They told me that the only option left was to saw the cranks off.
I took my bike home and decided to get the proper tool to do the job, so I ordered one of the cotter presses from bikesmith. I first tested the tool on an old Nishiki that I'm working on, and it worked flawlessly. Next, I took out the cotter on the side they hadn't drilled on the Raleigh. Once again the press worked without hitch. I tried to remove the drilled cotter, but the tool could not get into the hole to make contact with the cotter. Now the crank is attached to the bottom bracket with no way to remove it. I decided to contact Performance in hopes that they would replace the crankset and bottom bracket that they screwed up. I called on the 23rd of April and explained the situation; they told me that they would call me back with more information in a couple of days. I waited for three weeks, but never got a call. I finally decided to call them today, and they said that all they could do was send me a new left side crank because that is all they damaged. We argued for almost 10 minutes, and I made no headway. I will probably never take another bike to Performance, and I definitely won't be taking a bike for anything that's slightly out of the ordinary for them. Thanks for listening to my rant :twitchy: -Ant Oh wait, one more thing! The last 4 times that I have called them (twice because of this situation and twice about product inquiries), I was put on hold for anywhere from 8 to 15 minutes! |
Originally Posted by tolfan
(Post 8920156)
Sew them.
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Originally Posted by stronglight
(Post 8919981)
...unless they can match the catalog sale prices at the retail store.
As for their mechanics, there are three that are good (one I've known for decades - long before PBS existed) and a couple I don't deal with. I've bought 3 bikes there and saved 33% on one and over 50% on the other 2 plus got 10% back in merchandise with the PBS club membership. I would love to buy from a small LBS but I'd be forced to either spend a lot more (which I can't afford) or ride a much lower level bike (which doesn't make sense). As with most things in life, it is all about trade-offs. |
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