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LBS Post Sale Service Sucks

Old 04-03-16, 10:46 PM
  #1  
Roderi314
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LBS Post Sale Service Sucks

Need some advice.

I bought a Felt Z4 recently and ever since I've had problems with the service from the shop. The bike is an absolute blast to ride. The problem is in the way it was assembled, the worker contaminated the rear disc brake and now it squeals. I also didn't receive the bike manual until I asked for it. I'm still missing the component's manuals. When I brought the bike in for brake service, I was told that I may have got it dirty by storing it outside or letting my dogs piss on it. I store the bike in my room away from dogs. So now I feel like I'm not being taken serious with regards to service. These guys didn't even tell me to register the bike with Felt. I ended up leaving with the bike in the same shape although they told me it was fixed.

I paid them cash on the spot and this is my post sale experience.
At this point I want to return the bike to them and get another Z4 from another local bike shop.
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Old 04-04-16, 01:17 AM
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How do you know the LBS worker "contaminated" the rear disc? At this point I'm starting to think most disc brakes squeal at some point or another... Mine pick up shtuff easily, which means it makes funny noise until I clean it up :/ That's within 250 miles, while my 4000+ miles on my rim brakes have been essentially trouble free!

By the way, all my bikes' manuals were generic manuals, so truthfully you're not missing much there... Unless your Felt manual was different?

Geoff
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Old 04-04-16, 05:40 AM
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I doubt they will take it back.

And I seriously doubt registering the bike has any effect of something like a warranty claim or anything else. Product registration is typically a way for the manufacturer to get marketing information. I have seen registration cards ask me my age and how much money I make. What's that got to do with the price of tea in China? The information obtained is likely sold and used to market other products to you. Just keep the receipt as proof of purchase.

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Old 04-04-16, 05:56 AM
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Originally Posted by Jofu View Post
...I'm starting to think most disc brakes squeal at some point or another...
Pretty much...either that or squawk.
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Old 04-04-16, 06:25 AM
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Remove said wheel. Careful not to touch the rotor, clean it off with a clean rag and rubbing alcohol. Reinstall wheel not touching the rotor. If it still squawks, welcome to the world of disc brakes. If not, you fixed it and you can then take the bike to a different shop for maintenance or whatever.
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Old 04-04-16, 07:02 AM
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I have never had a disc brake squeal on my mountain bikes except when they were new. When first riding new rotor ride around fast then hard brake to a stop a few times. If that doesn't do it drag the brakes while pedaling to heat them up. Once they get good and warm they will stop squealing and shouldn't do it again unless you get something on them. Then you can clean the rotors with alcohol and follow the above procedure again.
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Old 04-04-16, 07:26 AM
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I doubt they will take it back, but you should start going to another shop for service. I had to do that with one of my bikes in a similar situation. Yes, I had to pay the new shop, but it was better than dealing with the prior band of idiots.
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Old 04-04-16, 07:28 AM
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Squealing brakes is, indeed, in my experience, a sign of contamination. The only cure is to replace the pads, which will only take a couple of minutes, and a brake pad set costs around $15, depending on what you buy. (I had the same problem after my LBS did a warranty frame swap on my Domane. I got the pads from the Amazon "used/opened/damaged package" section for $7.00. Took no time to put them on. I'm guessing when they swapped the frame, in their hurry to get the bike ready, they got fluid on the pads when they bled the rears. The fronts could be swapped without disconnecting the hoses, and still worked fine.)

as to the rest of it, sometimes LBSs suck. I think the mechanic at mine sucks.
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Old 04-04-16, 07:55 AM
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Get a second opinion as far as the brake issue goes. That said, try to keep things cordial with the shop that sold you the bike, at least during the warranty period.
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Old 04-04-16, 08:53 AM
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Move to where the bike shops are more satisfactory.


OK Pomona, LA County, you probably don't have to sell your house and find another to buy, to find a different shop .

Last edited by fietsbob; 04-05-16 at 01:00 PM.
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Old 04-04-16, 09:57 AM
  #11  
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For the brake squeal...would agree about contamination. Could be either disks or pads. Before buying new pads as suggested earlier, you can use dawn on the pads and scrub them together to clean. I had the squeal problem, washed with dawn (both pad and disk), reinstalled... problem went away. A quick 30 minute job. First bike with disk brakes so it allowed me to "learn" disassembly and reassembly. Wasn't difficult to perform.

As far as the LBS... dump them and go elsewhere. I've never had bad experiences with LBS after buying a bike from them.
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Old 04-04-16, 10:30 AM
  #12  
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Originally Posted by Roderi314 View Post
I also didn't receive the bike manual until I asked for it. I'm still missing the component's manuals.
The manufacturers usually do not make bike-specific manuals, just one for the entire brand. While some manuals are a little better than others, mostly they are generic and rudimentary. Sometimes a few component instruction sheets are thrown into the box, but often nothing is provided. That's partly why LBS technical service is often lacking: mechanics generally receive no formal training, and are left to figure out new equipment on their own. The other side of the coin is that the often-not-included written manuals are poor at communicating how the components are to be adjusted, so the mechanic has to figure it out anyway.

You'd be lucky to find a shop who had technical staff that went to a bicycle technical school or even a seminar, and/or a "wrench" who has been doing it for years, as opposed to only doing it as a summer job before going off to college. It's not a career choice for most, because the pay is low. The wages aren't going up either, even though bicycles have gotten a lot more complicated.
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Old 04-04-16, 10:34 AM
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Originally Posted by techsensei View Post
The manufacturers usually do not make bike-specific manuals, just one for the entire brand. While some manuals are a little better than others, mostly they are generic and rudimentary. Sometimes a few component instruction sheets are thrown into the box, but often nothing is provided. That's partly why LBS technical service is often lacking: mechanics generally receive no formal training, and are left to figure out new equipment on their own. The other side of the coin is that the often-not-included written manuals are poor at communicating how the components are to be adjusted, so the mechanic has to figure it out anyway.

You'd be lucky to find a shop who had technical staff that went to a bicycle technical school or even a seminar, and/or a "wrench" who has been doing it for years, as opposed to only doing it as a summer job before going off to college. It's not a career choice for most, because the pay is low. The wages aren't going up either, even though bicycles have gotten a lot more complicated.
Could it also be online? When I purchased my bike I was given a weblink to the manual and also a CD that contained the manual. Trying to be more environmentally friendly I assume. How many people just toss the manuals? I did.
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Old 04-04-16, 10:36 AM
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How many people work there? You could try complaining to the owner, but that isn't likely to make you buddy-buddy with the mechanics afterwards.

Do the brakes squeal when you apply them firmly, or only when applying gentle pressure?

You aren't going to get component manuals - you bought a complete bike, after all.
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Old 04-04-16, 11:03 AM
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Originally Posted by Ty0604 View Post
Could it also be online? When I purchased my bike I was given a weblink to the manual and also a CD that contained the manual.
I haven't worked in a retail LBS in awhile, so it's great that manufacturers have digital documentation. Interestingly, if you look at a few different manufacturers manuals, you will see they are often word-for-word identical. It was like that years ago as well; a generic manual written by the industry.
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Old 04-04-16, 11:11 AM
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Originally Posted by techsensei View Post
I haven't worked in a retail LBS in awhile, so it's great that manufacturers have digital documentation. Interestingly, if you look at a few different manufacturers manuals, you will see they are often word-for-word identical. It was like that years ago as well; a generic manual written by the industry.
I've noticed. The one for my Trek and Fuji were nearly identical. Pretty sure the weblinks were the same just with the name of the bike switched out. Then the photos of course.
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Old 04-04-16, 04:35 PM
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Perhaps the OP needs a new and better LBS. Mine has 30 day no questions asked return for full refund or exchange policy.
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Old 04-05-16, 12:40 PM
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I'll be keeping the bike and taking it to another shop for service. I was informed by Felt that registering my bike's serial number helps in the event my bIke is stolen or lost, as they would forward my info to my insurance company or the police.

Thx for the reply
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Old 04-05-16, 12:46 PM
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Hey everyone. Thank you for your replies. I'm going to keep the bike and have it serviced at another shop.

I will try breaking in the brakes more spdracr39 suggested. Then I'll clean the pads and rotor if that doesn't work.

Phork, the brakes squeal when gently squeezed and get louder the harder they're activated.

Thank you for the help now it's time to hammer it out and ride hard after.
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Old 04-05-16, 01:03 PM
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Maybe there is a Bike Co op as part of Pomona College student Union to teach you how to work on your own stuff.

It was true at UofO, in Eugene. Way back in the 70's..
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Old 04-05-16, 02:46 PM
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The disks on all of my disk brake bikes momentarily squeal when they're wet. Squealing could be a dirty pad/rotor, bent rotor, or non-centered brake caliper. Squealing is one of the reasons I don't like disk brakes for all of my bikes. They do work extraordinarily well though.
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Old 04-05-16, 02:47 PM
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Originally Posted by fietsbob View Post
Maybe there is a Bike Co op as part of Pomona College student Union to teach you how to work on your own stuff.

It was true at UofO, in Eugene. Way back in the 70's..
Unfortunately many of those programs have long since gone away. We used to have something here at montana state (for cars and bikes apparently) but it's been gone for a while now.
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Old 04-05-16, 03:00 PM
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Now there is a Non Profit (501c3 Tax deductible) in Eugene , since about 90, I was helping out at the startup.

Hourly rental of access or annual membership.
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