How would you handle this LBS dilemma...
 

Around the end of May, I began to experience some strange problems with my bike, so I decided I'd take it into my LBS. Realizing that it's a considerably old bike which I'd like to get a lot of efficient use out of, I told them what specifically was wrong with it, and in that addition, I'd like a full overhaul.

They assured me that it would help my bike immensely, but warned that with it being the beginning of bike season, I shouldn't expect to get the bike back "for at least a week". I didn't think that unreasonable and agreed to have them work on it.

Two and a half weeks pass by, and I hadn't so much as received a call about the bike, or any potential delays. So I call, and they assure me that they've just been very busy and intend to work on my bike very next thing. Two more weeks pass by, and I call again just to ensure that I didn't miss any calls from them. They appologize again for the delay and assure me they "were just about to put your bike on the rack!" So I tell them to just call whenever its ready, and I'll be anxious to pick it up and get back to riding.

Almost another week has passed by and I still haven't heard from them. I've surely missed almost half my summer's worth of riding. :(

They've been good to me before, so I have no desire to lose my temper with them in any way. I don't like that the delay in work is so drastically different from what they told me to expect. I simply wish they would make an effort to keep me informed of progress/delays so I wouldn't feel like they're avoiding service for some reason...

Why don't you call them and tell them that you need to ride your bike and if they can't get to it in a timely fashion you'll take it elsewhere? Over a month is too long to wait.

I guess that's probably what I should have done after I waited longer than they anticipated. By now, they keep telling me, "Oh, we're just about to work on it!" so it makes me not want to come in and take it somewhere else.

No phone call, just walk in to the shop and thell them you want your bike. They've already lied to you three times. How much more convincing do you need?

Go get your bike, that's if it is still there.

Been there with the LBS who I bought my bikes from when I raced, even wore their colours, but when I took my Italian steel frame bike in for some minor work, I got the same treatment as you, except I went in 3 times when they said it would be ready by and they hadn't even touched it.
Guess what??.......I now go elsewhere, shame 'cos I was ALWAYS a loyal customer. :mad:

Get your bike back. Even a one week turn around is way too long.

A week isn't bad during the busy season, a month and a string of broken promises is, though.

Get the bike back, and make sure you let them know that there customer service was less than you expected. If you take it elsewhere, you might find another bike shop that you prefer.

I'm pretty hard on "bad customer service" ... I have little patience for wasting my time.

Go get your bike, take it elsewhere, and make sure to find the owner / manager and tell him exactly why you are doing this.

I'm bad. I'm the type that would walk in there and say, "I was told my bike would be ready in two weeks. It's been four. I'm here to pick it up, how much do I owe you?".

Then stand there with this look on your face of utter excitement. Then as they tell you your bike has not been started, say with that same excited (but cordial) look, "Oh okay, then I'll wait. What, a couple of hours good?" And then start to browse the store.

When they tell you it's not going to be done that day, I'd say (with a bummed out look), "Wow. I've waited all this time and now I'm a little disappointed. I brought it here because of your fantastic service and the expertise. I guess you don't have time for my bike. I really need my bike by tomorrow for I had counted it on being ready. But I don't want to add to your work load. Is that my bike over there? Let me get it out of your way."

Then as you roll away, thank them and tell them you were sorry to bother them.

Siu Blue's 'script' there is awesome. Then ask how soon the loaner will be ready.

BTW, if you look like Siu Blue does in her avatar, the world is your oyster and you probably don't have to ask for much. damn.

:beer: for you sis! Mahavelous!

Promising to have a job done by a certain time and not being able to do it seems to be a chronic problem in the service industry in general. My feeling is that service is worried they will lose the job if they give a realistic finish time to far away and then they overbook. Sometimes you just have to lose a job to make the customers you have happy. If they had been upfront and told you six weeks(Which is a little ridiculous even for an overhaul in season) You would have gone elsewhere, but you would have been happy and they would have been less stressed. i had the same thing but with a septic feild, I spent two weeks with no working toilets, shower, or washing machine because the guy promised a start date he just could not meet.

Getting a real overhaul(completely apart, all bearings replaced, repacked, new cables, everything spotless bike waxed) this time of year can be tough. I know some shops just refuse to do them because it ties up a mechanic for most of the day. Bicycle triage, I can fix one bike and make one guy happy or fix twelve and make twelve people happy(This is most likely why you are getting pushed) This time of year it takes us two weeks to turn one around for an overhaul.

If you take it to another shop(I would) consider gettting it reliable for the summer and get the overhaul this winter.

I'm leaning toward Sui's approach, but then my general approach has always worked: I tell THEM when I'll be by to pick the bike up when I drop it off - if they can't make that time/date, they will tell me right then & negotiations begin.... Of course, I live about 70 miles from the "lbs".

You need to pester them more.
After that initial week went by, I'd be calling every day.

You have to see it from their point of view... they have all these bikes to fix, some of which are owned by PITA's.
The PITA's are well... a big PITA.

How do you relieve a PITA? Queue up his repair.

Hmm you could take it out and take it to another shop but might experience the same delay.
This time of the year its busy in the shop, if you had good experience with them why don't you ask them for a loaner bike , explain this is your only bike that you like to stay with them but need something to ride.
Explain your situation to them from your side of the fence. If they have half a brain for customer service
they will work with you on the issue if not pick the bike up and try another shop. I agree with a lot
of the posters to me customer service is top priority when it comes to LBS. Also check craigslist in your area under bikes the ones around here in my local offer mechanics doing it on the side for a good price.

Dynodan

That is some booolsheeit. Get your darn bike back from those clowns--with
that long of a wait you have a right to be mad--cycling time is irreplaceable.

Keep in mind that the right time to get a major refurbishment done is the beginning of winter. They will be slow and will want to do the work. The problem you are having is that they are too busy getting 'just sold' bikes ready to deliver and new ones ready for the floor. bk

Ever think about doing the work yourself? It's really not rocket science. It costs a bit to invest in the tools but they last a lifetime and what you save in labor will pay for the tools fairly quickly. If you need instruction on a particular bike repair go to the Sheldon Brown website and look up how to do it. It's a great resource. You can do the maintenance as you need it and always keep your bike in tip-top shape. If something happens to your bike on the road you may know how to fix the problem rather than just being stuck.

I was going to a shop like that, and when they lied to me just like they did to you, they lost this loyal customer forever. I found a new LBS that I like much better and it's closer. They don't sell Trek's, which are what I've always bought, so I have switched to Raliegh. When my old bike needed a new crank before Memorial day, they loaned me a nicer bike then mine to use till my bike was done. It was only a 70 dollar repair and they loaned me a real nice bike. I'd say that deserves my continued business.

Being busy is understandable, but they should be honest about how long it should take. Putting off a customer time and time again is a sure fire way to lose business. A month is rediculous. The OP should get his bike and politely let them know why they are losing his business, and that his friends will hear about it as well.

Yeah time to push on them...start by sqawking about how disappointed you are that it has taken SO much longer than they promised and that you MUST have a loaner bike for the duration of the repair.

That is a good point. I read a study that showed it was faster to pick one line at the grocery store and stay there rather than jump back and forth hoping another would be faster.

The OP could call around, explain, he needs the bike, and see if there is a shop that can give a solid promise on a finish date.