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Almost got my new bike today

Road Cycling “It is by riding a bicycle that you learn the contours of a country best, since you have to sweat up the hills and coast down them. Thus you remember them as they actually are, while in a motor car only a high hill impresses you, and you have no such accurate remembrance of country you have driven through as you gain by riding a bicycle.” -- Ernest Hemingway

Almost got my new bike today

Old 07-15-05, 10:37 PM
  #1  
pharmboyrx
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Almost got my new bike today

I finally got a call from my LBS today. My Giant OCR2 is was ready. After I showed up I hop on the bike to test ride it. It was great. When I came back in though I got a little surprise. Another salesman told me the bike was too small for me. After waiting a week for my bike to come I find out that "new" guy who told me my position was good on the medium was wrong. They put me on a trainer on a Large OCR1 and he showed me how the position was better. He was right.

So now I have to wait another week for a Large to come in their order. The guy tried to pitch the OCR1. I told him that if he wanted me to buy the OCR1 he would have to come down substantially off the 1000 he wanted. But he wouldn't budge on the price.

I've always had good service here but I'm a little pissed that I have to wait again and that effort wasn't made to accomadate me for their mistake. I might have walked off the deal but since they have to special order the bike, they had me put down a deposit of 400 which is nonrefundable.

I work in retail and if I make a mistake, I'm happy to eat some cost and cut a deal to keep a good customer. All in all its a great shop, I just wasn't too impressed this time.

Sorry I needed to vent.
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Old 07-15-05, 10:57 PM
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Well I am glad that you found out the bike was not right for you and you ordered the larger size. Knowing how the whole bike shop industry works (well sort of), I know that the LBSs do not have a "huge" markup on bikes, although there are some, not as much on a 1k bike though. It could be that the giant does have a low profit margin compared to other bikes since the frames are (or were) hard to get for a time.

Our race team is sponsered by giant and we could not even get a discount on the frame sets... that is what I mean. Just wait for the OCR2, it is a good bike. Remember you pay for service with the bike...
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Old 07-15-05, 11:07 PM
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If you end up with a bike that fits and that you are happy with, the one week of extra waiting won't seem bad when you look back later.

At least you didn't have to wait a few months for your bike, as some people have had to do.
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Old 07-16-05, 12:15 AM
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Originally Posted by pharmboyrx
I've always had good service here but I'm a little pissed that I have to wait again and that effort wasn't made to accomadate me for their mistake. I might have walked off the deal but since they have to special order the bike, they had me put down a deposit of 400 which is nonrefundable.
Be glad that they stepped up and told you it was the wrong size. Many shops would take your money and send you out the door. I'm not sure what else they could do for you, they don't have your bike in stock and the mark-up on the OCR1 probably prevents them from giving you a deal on it.

Wait the week, get on the new bike and I'm sure you'll forget all about this. Also, some day in the future you might reflect on how well the bike fits you then you'll be pleased that the LBS caught the error.

Oh, and 2 weeks of waiting?!?! I had to wait almost 3 months for my bike.
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Old 07-16-05, 12:20 AM
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Originally Posted by pharmboyrx
I finally got a call from my LBS today. My Giant OCR2 is was ready. After I showed up I hop on the bike to test ride it. It was great. When I came back in though I got a little surprise. Another salesman told me the bike was too small for me. After waiting a week for my bike to come I find out that "new" guy who told me my position was good on the medium was wrong. They put me on a trainer on a Large OCR1 and he showed me how the position was better. He was right.

So now I have to wait another week for a Large to come in their order. The guy tried to pitch the OCR1. I told him that if he wanted me to buy the OCR1 he would have to come down substantially off the 1000 he wanted. But he wouldn't budge on the price.

I've always had good service here but I'm a little pissed that I have to wait again and that effort wasn't made to accomadate me for their mistake.
Sorry I needed to vent.
Eh, that sounds like just so much sour grapes. Every shop has to hire new people and they will occasionally make mistakes.
The shop showed it's integrity by taking steps at extra expense to themselves to make sure you are happy with the purchase long term.

A "good customer" wouldn't desire to penalize them out of every drop of profit for punitive reasons.
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Old 07-16-05, 12:47 AM
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Originally Posted by pharmboyrx

So now I have to wait another week for a Large to come in their order. The guy tried to pitch the OCR1. I told him that if he wanted me to buy the OCR1 he would have to come down substantially off the 1000 he wanted. But he wouldn't budge on the price.
Originally Posted by nomo4me
Eh, that sounds like just so much sour grapes. Every shop has to hire new people and they will occasionally make mistakes.
The shop showed it's integrity by taking steps at extra expense to themselves to make sure you are happy with the purchase long term.

A "good customer" wouldn't desire to penalize them out of every drop of profit for punitive reasons.
MSRP on a OCR1 is $1000. They can substantially come off that price and not "penalize them out of every drop of profit." I agree they should have offered at least a 5-10% discount on the available OCR1.


Originally Posted by pharmboyrx
I might have walked off the deal but since they have to special order the bike, they had me put down a deposit of 400 which is nonrefundable.
I am no lawyer, but didn't they break a verbal contract when they tried to sell you the wrong sized frame the first time? I would think that any shop would refund the money if the consumer insisted in a case like this - at least a decent shop would.
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Old 07-16-05, 01:23 AM
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Originally Posted by jitteringjr
MSRP on a OCR1 is $1000. They can substantially come off that price and not "penalize them out of every drop of profit." I agree they should have offered at least a 5-10% discount on the available OCR1.
What was his justification for asking for a discount on the better bike? He's waited this long into the season to purchase, what's another week? Seems like they were apologetic and he pushed for a better deal while they were back on their heels.
He was fine with the profit margin they were making on the first bike, why should he expect them to reduce that profit margin on an upgraded bike?

Is this also the same shop that agreed to "hold" a pair of closeout priced shoes for him? Who "holds" closeout priced mdse? Seems like he's hooked up with a good shop and is looking for a way to upgrade within his budget. Fine, but it's lame in this case to imply that you are done with them forever.

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Old 07-16-05, 02:27 AM
  #8  
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Dear lord am I hearing this right. Are you complaining about a shop that wouldn't let you walk out the door with a bike that didn't fit properly. Really, we should all be so lucky as to have a shop that would catch that and fix it before it is too late. You should consider yourself fortunate that you have a shop with knowledgeable employees willing to take the time to make sure you have a proper fit on something other than a 2-5k bike.
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Old 07-16-05, 02:30 AM
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Don't be mad, the people there are helping you. Believe it or not if you ride a bike that's slighty smaller for you, you will feel very uncomfortable and quit riding (just wasted a good 1k there).
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Old 07-16-05, 03:23 AM
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lmost amazing that they admitted the size was wrong. That guy won't be there for long.....
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Old 07-16-05, 07:45 AM
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I am happy he pointed it out so maybe I'm just a big whiner. What's another week. I just needed to cool off a little.
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Old 07-16-05, 09:37 AM
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Consider yourself lucky. Check out this post of this poor girl who was sold a bike too large for her.

http://www.bikeforums.net/showthread...highlight=rman
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Old 07-16-05, 10:23 AM
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Originally Posted by nomo4me
What was his justification for asking for a discount on the better bike? He's waited this long into the season to purchase, what's another week? Seems like they were apologetic and he pushed for a better deal while they were back on their heels.
He was fine with the profit margin they were making on the first bike, why should he expect them to reduce that profit margin on an upgraded bike?

Is this also the same shop that agreed to "hold" a pair of closeout priced shoes for him? Who "holds" closeout priced mdse? Seems like he's hooked up with a good shop and is looking for a way to upgrade within his budget. Fine, but it's lame in this case to imply that you are done with them forever.
The justification is they screwed up. When retailers screw up, it is customary to offer something to keep the customer. This is because with a $1000 bike, they may make $200 profit. If they offer a $50 discount, then the still make $150. If they offer nothing, then they risk having the customer walk over to the next store and they make nothing.

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Old 07-16-05, 10:26 AM
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Originally Posted by delay
Dear lord am I hearing this right. Are you complaining about a shop that wouldn't let you walk out the door with a bike that didn't fit properly. Really, we should all be so lucky as to have a shop that would catch that and fix it before it is too late.
Sorry, but it seems your standards are lower than mine as far as bike shops go. I expect them to get it right the first time. Maybe I am just lucky enough to have plenty of bike shops around me where I can expect this service.
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Old 07-16-05, 11:01 AM
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Originally Posted by jitteringjr
The justification is they screwed up. When retailers screw up, it is customary to offer something to keep the customer.
They did, a more experienced employee spotted the problem and addressed it at extra expense to the shop.
Good shops deserve good customers, and good customers don't take advantage of a goodwill effort by the shop.
I'm glad the OP has seen this, I hope his relationship with the shop leads to lots of safe and comfortable riding.
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Old 07-16-05, 04:18 PM
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Originally Posted by nomo4me
They did, a more experienced employee spotted the problem and addressed it at extra expense to the shop.
So you think that somehow fixed everything for the customer? What about him having to wait another week or two? By not letting the improperly sized frame out of the shop, they only covered their own rears. If they would have let it slide, they would have sent a rider out there and risk every other rider that sees him on the bike will asking who did such a poor job of fitting him. The consumer then gets really pissed at the store and never shops there again and furthermore tells all of his buddies to do the same.

If McDonalds F's up your order, they give you an apple pie unless you are a complete ass about it. If you are kind and patient, spoils should be yours if you ask for them. This is how things get played in every business. In this case, a $50-100 reduction in the OCR1 is justified.
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Old 07-16-05, 05:06 PM
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Originally Posted by jitteringjr
So you think that somehow fixed everything for the customer? What about him having to wait another week or two? By not letting the improperly sized frame out of the shop, they only covered their own rears. If they would have let it slide, they would have sent a rider out there and risk every other rider that sees him on the bike will asking who did such a poor job of fitting him. The consumer then gets really pissed at the store and never shops there again and furthermore tells all of his buddies to do the same.

If McDonalds F's up your order, they give you an apple pie unless you are a complete ass about it. If you are kind and patient, spoils should be yours if you ask for them. This is how things get played in every business. In this case, a $50-100 reduction in the OCR1 is justified.
You choose to be a different kind of customer than I do. You choose to extract value from a vendor differently than I do. You guage your sense of self worth differntly than I do.
Nothing wrong with that, if your shop will put up with you.
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Old 07-16-05, 07:40 PM
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Originally Posted by pharmboyrx
...Sorry I needed to vent.
that is vent-worthy hassle. stinks. hopefully when you got the bike and are on the road it'll seem not so important. and in the meantime, defiintely let the management/ownership know that you are not a satisfied customer... good luck!
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Old 07-16-05, 09:04 PM
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Originally Posted by nomo4me
You choose to be a different kind of customer than I do. You choose to extract value from a vendor differently than I do. You guage your sense of self worth differntly than I do.
Nothing wrong with that, if your shop will put up with you.
I agree on the first two, but what the he|| does this have to do with anyone's sense of self worth? That is a pretty offensive statement over what was until now a sensible debate.

Please note that I am not only talking about bike shops here, I am talking about all retail businesses. I have never had a problem with any of my bike shops, so they have nothing to put up with.

If you had to wait fifteen minutes for your Whopper at BK, you would be upset. If Sears was 8 hours late delivering your new couch when they gave you a 2-hour window, you'd be upset. Fact is that companies know when they have messed up, they need to go a little further to keep the customer and will often offer discounts to do this. It is only fair.

If I were running the bike shop in question here, I would have offered discount on the OCR1 without hesitation before the customer even asked for it. I feel very confident that the shops around here would have offered at least something. It is very important to please customers looking for bikes in the $1k and under crowd because those customers have generally not been cycling long enough to have a favorite shop and those riders are more impressionable than riders with $1k and over bikes are. I am very surprised that this shop wasn’t willing to go the extra mile to try and win over pharmboyrx for the long haul. I would be willing to place a wager that he does not buy his next bike from the same place. As a shop owner, I would want to be able to bet against that happening with all of my customers and come out ahead when all bets were settled.
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Old 07-16-05, 09:28 PM
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I am glad the more experienced man saw the bike and called attention to the problem. Them not giving me a discount on the OCR1 isn't a big enough thing that I would stop using the shop as they have always gave me good personal service and half a large enough staff that there is never really a wait. They were going all out on making sure this bike fit me properly.

That being said, I didn't feel I was being an ass for asking for a discount on the OCR1. It was there mistake. But I can appreciate the fact that they didn't let me leave with a too small bike. My only actual beef with this shop is they will not budge at all on their prices. I paid full msrp on the OCR2. I might have gone to another shop and gotten my second favorite bike, but once again, this shop has always treated me well and I found that I was willing to pay a premium for the great service and am willing to forgive the inexperience of a new employee.
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