DocsDad

I had a gift card for my LBS so I was trying to get 2 sets of fenders for Trek 7.2's through them.

After 5 weeks of trying, 4 trips and multiple excuses from them... I finally picked the fenders up last night only to get home and discover the LBS ordered wrong. When I bought the bike I took it home to find the brake levers were loose as they fell away from my hands.

Yes, these small things ### me off.

My MTB needed a new bottom bracket but they kept telling me it was pedals, cassette etc. I finally took that somewhere else to diagnose and repair the problem.

I have bought 8 bikes over the years with this LBS and I think their service just ended the relationship.

Its sad because I am dealing with the owner and they are only 2 miles from my home (which is why I gave them multiple chances).

UGH & OUT

jrickards

My new bike last year, on the ride home from the store, across their own parking lot, I punctured the tube on glass on the ground. They replaced the tube for no labour cost but they charged me for the tube. Opinions could go either way on this I know but had I been the owner, I'd have given the tube to me, I just bought a $1,100 bike.

Service is everything as far as I am concerned, I agree with your move.

tarwheel 

I understand your frustration. The same thing happened to me the last time I ordered some parts from my LBS -- as a favor to give them some business because the parts were cheaper on line. I don't mind the extra money so much as the extra hassle and time. It seems like bike shops would recognize this. It is actually easier for much of us to buy parts on line, with much more selection and better prices. When I buy from the LBS, I have to make at least two trips to shop, wait for them to order the parts, wait for the parts to arrive, and pay higher prices plus sales tax. I don't mind paying the shop to install parts or do mechanical work that I can't handle, but it's frustrating when you try to throw them a bone and they don't appreciate it.

I recently asked my shop to install new pads on my brakes. It's something I could have done myself but I didn't mind paying them for the work and they actually had the parts in stock. When I went to pick it up, the shop had charged me $40 labor in addition to the cost of the pads. The mechanic charged me extra for "rotating" my tires -- even though I hadn't requested that and had actually just installed the tires so it wasn't needed. I might be looking for a new shop as well, even though this one is also most convenient for me.

sm1960

Giving away his service is one thing, taking money out of his pocket is another.

JReade

Where do you draw the line on his problem? If it was outside his parking lot would you have said something?

DocsDad

Funny (not). I just called the LBS and got no apology. He wants me to bring in our bikes to see if fenders fit the FX series. Um, YES THEY DO and I am not hauling the bikes down there. Besides, it might be easier to look over the counter at the dozen or so on his floor and check one of those.

If I wasn't agitated I would be laughing now.

jrickards

... and that's why I said that opinions could go either way but I figured that after spending $1,100 just moments before, maybe he could have offered.

Quote:

Originally Posted by JReade

Where do you draw the line on his problem? If it was outside his parking lot would you have said something?

It was clear that it wasn't from long term use. In fact, the glass I rode over were pretty small shards so it was an assumption that the glass was the problem but maybe it was a pinch flat or a defect in the tube, the mechanic, while I was there, didn't scrutinize the tube. It could have simply been sent back to the manufacture as a defective tube and neither of us would have borne the burden of the cost of the tube.

CliftonGK1

Service is key, and communication is part of that. 5 weeks to order some fenders? They should have at least given you a call to say the item was on backorder and would be a while in arriving.

I had a issue like that, and sadly it was with an order through my team's sponsor shop. There was little communication regarding the order, things ran up on 5 weeks and I was still without an ETA on my new bike, so I called and found out that there was a factory stop-ship. I gave them one more shot at it, and there was a backorder on the other bike I was interested in, too.
Meanwhile, a pal at another shop sourced a bike in my size, similarly spec'd to the ones I was looking at, and offered me a deal on it at the same discount my sponsor gives our team. Guess who got my business?

ronocnikral

I have been in the market for a tandem for a 1.5 yrs. I went into a LBS, the only which deals with tandems in my area. When I asked about renting for a couple hours so the wife and I could try it out, I got a no. I asked about moving a larger model up from another store so the wife and I could ride circles in the parking lot, they acted bothered. When I asked about sizing details, costs, different models etc, they told me they didn't have any b/c most people buy custom anyway. Ironically, I just ordered a tandem yesterday, and it isn't buying the custom that bothers me (and it's potentially a road I may go down), it's when they try to sell it to you right off the bat. Nonetheless, my $7k went elsewhere. One argument for "supporting" a LBS is the service you get. I have a hard time understanding what people are talking about. Perhaps it's just me....

spivonious

That's horrible service. I'd have already moved to another store. When shopping for my latest bike, I tried out three local shops. One had nothing but FX in stock and was not going to order anything just for me to try out. Another was a racing shop, so they didn't have much that would work for me, and the third had a nice selection AND ordered the bike for me just to try out. No money down, no guarantee of sale, nothing. Guess who I ended up buying from? The only bad part is that it's the farthest away.

Commodus

I'm missing the connection between your fenders and your brake levers here.

DocsDad

No connection other than they let my bike out of the shop new without a final inspection. My opinion is that I should be able to ride out of the shop on a new bike that is ready to go (and safe for that matter). The chain was rubbing on the front deraillure as well.

I guess my point is that I have been dissatisfied, but tolerant. I bought 3 bikes in one shot with accessories, dealt with the owner and he is a high school acquaintance in a small town. Customer care and service is lacking so I am done with them.

Commodus

"...when you bought the bike." got it, missed that part.

droy45

LBS are fine for people that want a mechanic to do the work or cannot do it themselves. Purchasing the bike you want wherever you find it is fine but you will not be guaranteed service after the sale. There are all different kinds of shops out there. Personally I have never purchased or had serviced anything at a LBS. I will purchase some parts and accessories though. I like to build my own bikes and keep them maintained myself. That being said, I would consider buying a new bike from a large retailer like LLBean but would not need any service afterwards.