Bad experience with LBS
 

I just got a new Giant Escape 1. Without going into details, it was a bad experience with the LBS and I do not intend to go back to this store. I'm hoping someone can help me with a couple of questions. Should they have given me some type of brochure or papers about my new bike? All I have is my receipt that says I purchased a Giant Escape 1. Will that be good enough for any type of warranty that I have with the bike? Am I suppose to register my bike with Giant?

You usually get a owner's manual with the bike.
I think sometimes the shop won't give one to you because they sense you probably are not a 1st time bike buyer and have had those type of manuals before. Just a guess thou.
You register you bike in case of recalls.

Look,

You need to return the bike and go and purchase it elsewhere.

Why reward them with a sale when you are not satisfied?

THINK ABOUT IT.

You need to be more specific. Did they sell you maybe a wrong size bike? Maybe the bike is noises? You found a dent in the bike somewhere? A owner's manual is no big deal breaker? I can mail you one. Got to tell us why?

I purchased a Fuji Absolute 2.1 yesterday from a brick and mortar Performance Bicycles (rather than ordering online and shipping it to their store). As I was paying out, they reached in a drawer full of manuals and found a generic Fuji manual that covers all types of bikes and components. Giant probably does something similar with their manuals. There was a card inside the manual with instructions on how to register with Fuji (actually the parent company that owns Fuji and a couple other makes) by either online form or snail mail.

You can probably download an online manual from the Giant website and find instructions on how to register the bike for warranty purposes. Having said that, I do agree that if you are not happy with your service, there are other bike shops that will fall over backwards to help you. Spend your money there.

Cheers,

I purchased the bike 10 days ago, and the receipt says refundable within 10 days. They had to order the bike. It comes in yesterday, and I received it today (Day 10). I asked the guy if it's 10 days from purchase or from the day I receive the bike. He said 10 days from receiving the bike. Great!!! Will you put the date on my receipt showing I received it today. He say's no. That was the first bad feeling I got.

Additionally, they are suppose to fit the bike for me. No can do. There website says even if you purchase a used bike bring it in to be fitted. I buy a new bike, and they don't fit it to me. I ended up having to go back for adjustments. They never fit the bike to my height, etc....

Lastly, I tried returning a lock that I purchased only 30 minutes prior to trying to return it. The mount for the lock was horrible. He did allow me to return the lock, but not b4 having to put in his 2 cents worth of bs. I spend $750, and he's giving me crap about returning the lock.

Granted it's on the 10th day. I am thinking about calling my credit card company up, and just handing the bike back to them. The whole thing just left a bad feeling about them. As noted, it was just a bad experience. I regret buying the bike from them.

You are missing the point.

One of the main reason you buy a bike at the LBS instead of online is its because you want to build a relationship that can benefit you in the future and its with some people who are friendly.

The fact you won't go back defeats this purpose. You couldve got the same bike online for less and without the bull****.

Take it back and build a relationships with another LBS that will value you and who you will want to do business wth in the future.

This shop doesnt deserve the sale, so why let them keep it?

I had no intention of returning the bike, but his refusal to post the date I received the bike on my receipt rubbed me the wrong way. It was like what he told be about it be refundable 10 days after I received it was a total lie. If I'm wrong, just tell me. It wouldn't be the first time.

Italia, I agree with you 100%. I do want a good relationship with the LBS.

they left a bad taste in your mouth, take it back and be done with them

I'll let you know what happens. The LBS has two other locations around me. I'm going to try one of their other locations to see what kind of treatment I get. I will explain my experience to them, and hopefully things will go better with them.

take it back to the bad store regardless.


Then you start fresh and can go where you want.

Will do. The story just got better. I am new to biking. I know nothing. When I hovered over the medium sized bike, they said I needed a large. The large comes in. I hover over the large. They don't say a word. As noted, they didn't give me the owner's manual, so I download it and begin reading it. It says that if I hover over the bike and my crotch isn't at least 2 inches above it, the bike is too big. The bar is literally jammed into my crotch. They saw this and didn't say a word to me. The manual says if this is the case, do not ride the bike. I just got off the phone with my credit card company. I'm returning the bike.

turn your head and spit. go ride the bike and tgry to forget them. find another shop if you need adjustments. keep the story about the other bike shop to yourself - don't share with the next shop.

Good!

There is no excuse for selling someone a bike that doesn't fit them. I hope that sales-weasel gets his next job in a shoe-store. :notamused:

Try the internet.

Scout out other Giant dealerships. Find one with which you'd feel most comfortable. Give the manager your name and tell him to expect an email or phone call from Giant customer service. Also, tell him that you'd like for him to receive the credit for a recent purchase that you've just made. Then walk out! Don't get into any details at this point...Make certain that you have all of the new store's contact info...

Next, call Giant customer service and complain about your service at the particular bike shop in question. Explain the type of disservice that you received from that bike shop. Tell them that you don't want that specific bike shop to receive any credit for the sale of that particular bicycle and that you'd prefer to deal with the other "new" bike shop. Also tell them that you're returning the bike to the "old" bike shop.

Finally, ask if that arrangement will be possible, because if not, you'll simply return the bike and not ever do business with Giant again, unless they compensate you for the indignant and incompetent service that you received.

Giant Customer Service
3587 Old Conejo Road
Newbury Park, CA.
(800) 874-4268...OR...(805) 375-6400

Bottom line: You still want a Giant Escape 1 but, you're only willing to purchase it from the "new" Giant bicycle shop.

Be flexible and somewhat agreeable, as long as you end up at the other bike shop and a brand new Escape 1.

First...thank you everyone for your assistance. WestPablo, thank you for providing me the info for Giant Customer Service and for your advice. I do want the Giant Escape 1. There is one issue. This LBS has three locations within my county, and I think they are the only people that sell Giant. The next closest Giant dealer is about 30 miles away. Should I try the same LBS but one of their different locations or do you think I should completely stay away from them?

Stand over is one measure, but not the only one. If you have short legs or a long torso, you may need to go up a size. How tall are you, and how does the bike fit when riding it?

i'm going to the one that's 30 miles away. Thanks again. I'll repost with an update after speaking to Giant.

That's the reason they're being so nasty. They feel as though they have a monopoly of Giants in the area. Therefore, if you have any interest in a Giant bicycle, you'll have to go thru them, one way or another.

IMO, if you have access to an automobile, then the 30 mile drive would be well worth it! It just might be worth it to go there to get more info on the idiot bike shop, before discussing the matter with CS.

OTOH, maybe it would be best for you to consult with CS first, before attempting to do anything. Just let CS know that the original LBS in question is absolutely OUT! Of course, the other two bike shops just might be relatives of the first one. You never know....

I dunno, it's your call. However, I sure would rather be forewarned and forearmed, before talking with CS about this particular shop. That's just so that you may get a better scope of the matter and have a better idea as to what to say.

It doesn't make any sense, though, as Giant is good, but not really any better than the other big bike brands. What I want to know is, does the bike fit, or doesn't it? If clearly too large, OP should return the bike and start over somewhere else. OP should not take delivery of a new bike unless he knows the bike fits.

So with the 'new' bike shop, the OP could perhaps start over with the 'new' order, after returning the bike back to the idiot bike shop...

I would be sure and state your expectations up front and get the persons name that agrees with what you require. The manual that comes with new bikes is useless and unnecessary and it is common not to receive one. I know their policy is posted but by verbally clearing it up before the purchase you can measure the "feel" of the shop before you spend the money. Do a little research on sizing and equipment online before talking to a salesman and you can weed out the knuckleheads, like the guy you bought from originally, and purchase with knowledge. If they know you have knowledge they treat you differently and if they don't then walk away.

At a minimum, OP should expect the following.

1. Competent sales, service people. These are people who should live and breath bicycles, and listen to the customer to determine that person's needs, and to steer the customer towards the bike that will suit the customer's riding needs. Such sales staff should be accommodating and should take things in stride if OP wants to think about his options before buying. Indeed, the very best sales people should encourage trying out bikes at other shops, and be willing to highlight why their brand or shop should get your business without bad mouthing other shops, or brands.

It is harder to gauge service up front, but internet is your friend here. See what customers say about the service on Yelp. I work with a guy who bought a Fuji from a LBS and it was never right despite repeat trips to a LBS. Shifts wer not smooth and he repeatedly threw the chain. LBS ins insisted the problem was user error. After a year of frustration and not riding much, he finally brought the bike to another LBS that correctly diagnosed and repaired a damaged or defective chainring and/or front derailleur.

2. Once the customer and salesman agree on the type of bike the customer needs, the shop should have enough stock to test ride a variety of bikes for size and quality levels. IMO, this does not mean OP has a right to expect a LBS to order and build up every size and model in the catalog as one poster here suggested lthe other day in a thread, but assuming OP is not extremely short or extremely tall, lbs should have enough inventory to try 2 or 3 models in at least 2 sizes though not necessarily every model in both sizes.

3. Once the new bike arrives, lbs should take the time to set the bike up to the customer's satisfaction and not let the customer take delivery of the bike until customer is satisfied. Minor fit adjustments should be taken in stride and even encouraged. Because a bike that doesn't fit or is poorly adjusted is a bike that will hang in the garage. A happy customer will recommend the shop to his friends and will likely be back to buy additional bikes for his or her kids, or spouses, or even himself.