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LBS woes.

Old 04-18-07, 10:51 PM
  #1  
Cypress 
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LBS woes.

So I call the Giant dealer here in town (yeah, only one) to try and find the rubber seatpost "gasket" that goes on my TCR, so I can turn it into a TT bike.

Phone call goes like this:

Shop: ********** Bike Shop.

The Cypress: Hi, I'm looking for the rubber seatpost gasket collar item that came on my '04 TCR-1.

Shop: We don't have any.

The Cypress: Is that something you can order over the phone?

Shop: I'm sure it is, but I'm with a customer right now. If you can call back with a part number, we can order it for you.

The Cypress: So this isn't something we will be able to do over the phone?

Shop: Nope. (verbatim)

The Cypress: Ohhh Kayyyy. Bye.

Shop: *click*


I searched for about 10 minutes looking for a part number before giving up. In those 10 minutes I continuously got more and more agitated that I had to search for a part number that was probably in a book at his fingertips.

So, does anybody have a number for Giant?
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Old 04-18-07, 10:54 PM
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Shouldn't the idiots at the Big Sky LBS be the ones telling YOU what the part # for this item is? THEY are the Giant dealer. You are their hapless hostage customer. That's a rather amazing story. But par for the course. Too many LBS employees don't GET it.

Oh well. In the NY area there would be 10 Giant dealers within a 60 mile radius of your location. Hope they can help you. If they can't PM me and I'll hook you up with a local Giant dealer by me who will probably order it and ship it to you via phone/credit card.

Or call Giant directly and relay your little tale of consumer woe:

Giant Bicycle, Inc
Address: 320 Corporate Dr, Elgin, IL
Phone: (847) 697-3500

Tell them Patentcad sent you.
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Old 04-18-07, 11:00 PM
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A 'Giant' mistake from the LBS!
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Old 04-18-07, 11:01 PM
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There is a shop like that around my house too. I've never once stepped foot in his door (oddly enough though, i have been to the gun range below his building...he better watch what he says to me).

*ring ring*
"**** bike shop..."
"Yeah, i need to buy a crank puller and was wondering if you carried them"
"Well we've got a ton, there are a ton of kinds i would need you to bring it in so i can see it"
"It's a shimano ISIS system from an '06 trek 1500 with a bontrager crank on it"
"Listen, i've got customers i gotta go"
*click*

odd...i've since learned that these schmucks change the design every year and it is indeed a pain in the ass to figure out what crank puller you may need...regardless, hang up on me?

*ring ring*
"**** bike shop"
"Yeah i need to replace the brifter on my bike, was wondering if you had any in stock"
"Brifter?"
"Yeah, the shifter break lever for a road bike...shimano ST..
"You mean a spitfire system?"
"...No, it's a shimano STI"
"Oh yeah yeah, ok yeah i know what you mean...what's the model number"
"Well, it's an ST-R600...but i really just need any working 9 speed STI you've got..."
"Listen, you'd have to bring it in, i've got a ton of these things and a lot of customers ok"

*click*

...this time i hung up on him.
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Old 04-18-07, 11:02 PM
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Thanks, pcad. I'll give them a jingle tomorrow.
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Old 04-18-07, 11:04 PM
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Originally Posted by timmyquest
"It's a shimano ISIS system"
It's a what?

Originally Posted by timmyquest
"with a bontrager crank on it"
with a what?
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Old 04-18-07, 11:05 PM
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Originally Posted by fore
It's a what?
https://en.wikipedia.org/wiki/Bottom_bracket#ISIS_Drive

Originally Posted by fore
with a what?
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Old 04-18-07, 11:07 PM
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I know perfectly well what an ISIS drive is.

I also know perfectly well that Shimano has never made anything with an ISIS spline on it.

And lastly, I also can assure you that Bontrager has never made a Shimano Octalink compatible crank.

You might receive better service from your LBS if you got you took the time to get your terms correct.
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Old 04-18-07, 11:11 PM
  #9  
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I had that happen to me a while back and it pushed me over the edge. I called looking for a seat post clamp. After talking to the shop owner, who ASSURED me that they had a myriad of Salsa collars in stock, I loaded the bike up and headed over. This isnt a 5 minute jaunt for me, its 45 mnutes each way. Get there, go in and the owner is gone. Tell the mechanic what Im looking for "We dont have any of those in stock." "Umm.. I just talked to Kevin, he said you had almost every size on hand." "Yea.. he must have just checked the computer. Just because the computer says we have it doesnt mean we actually do but we can order it for you if you want to come back and pick it up in 3 days."

Havent been back in since and I've done everything I can to cost them every bit of business I can.
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Old 04-18-07, 11:17 PM
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Originally Posted by fore
I know perfectly well what an ISIS drive is.

I also know perfectly well that Shimano has never made anything with an ISIS spline on it.

And lastly, I also can assure you that Bontrager has never made a Shimano Octalink compatible crank.

You might receive better service from your LBS if you got you took the time to get your terms correct.
Hmmm... so every person who wants to get good service at their LBS is supposed to get all the terms right, and know EXACTLY what they need? Isn't that what an LBS is for? To help point us in the right direction? If that's not the case, I'd guess we wouldn't need our LBS's, and the internet would have replaced all brick and mortar bike shops - don't you agree?
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Old 04-18-07, 11:24 PM
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Originally Posted by fore
I know perfectly well what an ISIS drive is.

I also know perfectly well that Shimano has never made anything with an ISIS spline on it.

And lastly, I also can assure you that Bontrager has never made a Shimano Octalink compatible crank.

You might receive better service from your LBS if you got you took the time to get your terms correct.
As i made note of, i realize i didn't fully know what i needed but i was only going off of what i could see on my crank.

Shimano drive train, with a bontrager crank on it that says "ISIS Drive". Kiss my ass..you missed the point, it was horrible customer service. If they based their sales on 100% knowledgeable customers they'd soon be out of business and i suspect he's on his way.
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Old 04-18-07, 11:26 PM
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Originally Posted by Cypress
Thanks, pcad. I'll give them a jingle tomorrow.
Acknowledgment from The Cypress is a like religious experience. I will treasure this moment always.
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Old 04-18-07, 11:27 PM
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I recently went looking for a Giant dealer in the Phoenix area and they are pretty much gone. I spoke to BS that used to be Giant dealers and they said the customer service was so bad that they decided to drop them. Hope they were wrong for your sake.
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Old 04-18-07, 11:38 PM
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this kind of woe?

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Old 04-18-07, 11:43 PM
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Originally Posted by brians647
Hmmm... so every person who wants to get good service at their LBS is supposed to get all the terms right, and know EXACTLY what they need? Isn't that what an LBS is for? To help point us in the right direction? If that's not the case, I'd guess we wouldn't need our LBS's, and the internet would have replaced all brick and mortar bike shops - don't you agree?
Yes, I do agree the job of the LBS is to help point their customers in the right direction. However, their job isn't that of a mind reader. If someone came to me asking for, say, a Shimano Ultra-Torque crankset, I'd be pretty damned confused. I think if one is going to take the time to try and be specific about things, they should also take the time to make sure what they're saying is correct.

Who knows, had the poster-in-question simply said "I need a crank puller" things may have turned out differently. If I ran a shop and someone asked me for a crank puller, I'd ask splined or square-taper. If they asked me for a Shimano ISIS crank puller, the first thought that would run through my mind is "what the hell is this guy talking about?"
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Old 04-18-07, 11:50 PM
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The LBS guy was with a customer. At my work I sometimes say things on the phone without realizing it sounds a bit lame when I get real busy.
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Old 04-18-07, 11:56 PM
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Originally Posted by patentcad
<snip>
Giant Bicycle, Inc
Address: 320 Corporate Dr, Elgin, IL
Phone: (847) 697-3500
HOLY CRAP! That's within 4 miles of my house. I had no idea.

Hey Cypress....if they have one on hand I'll go over and pick it up for you. Seriously.
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Old 04-18-07, 11:59 PM
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I would be inclined to visit the shop to see what the proprietor is like in person. It might even be a one-man gig where the same guy is wrenching, doing sales, answering the phone, paying bills, you name it.
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Old 04-19-07, 12:24 AM
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Originally Posted by Blue Jays
I would be inclined to visit the shop to see what the proprietor is like in person. It might even be a one-man gig where the same guy is wrenching, doing sales, answering the phone, paying bills, you name it.
Kind of like the owner of this shop: Music City Cycles .

Still no excuse for crappy customer service, but to what patentcad said.... a place (ie, Austin) w/ a little more competition from other LBS' might help.

Heck man, my thighs aren't even that huge and I'm slightly freddish, but I'm still treated like a valuable customer.
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Old 04-19-07, 12:34 AM
  #20  
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Originally Posted by Cypress
So I call the Giant dealer here in town (yeah, only one) to try and find the rubber seatpost "gasket" that goes on my TCR, so I can turn it into a TT bike.

Phone call goes like this:

Shop: ********** Bike Shop.

The Cypress: Hi, I'm looking for the rubber seatpost gasket collar item that came on my '04 TCR-1.

Shop: We don't have any.

The Cypress: Is that something you can order over the phone?

Shop: I'm sure it is, but I'm with a customer right now. If you can call back with a part number, we can order it for you.

The Cypress: So this isn't something we will be able to do over the phone?

Shop: Nope. (verbatim)

The Cypress: Ohhh Kayyyy. Bye.

Shop: *click*


I searched for about 10 minutes looking for a part number before giving up. In those 10 minutes I continuously got more and more agitated that I had to search for a part number that was probably in a book at his fingertips.

So, does anybody have a number for Giant?
Isn't your TCR too big for a TT fit?
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Old 04-19-07, 01:02 AM
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I use several different bike shops -- some are better in certain areas. I've never had someone hang up on me on the phone though. It's easy enough to take a number and call someone back.
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Old 04-19-07, 01:45 AM
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I'm lucky this town is full of bike shops. Even luckier, a lot of them actually want to hold onto their customers. I've dealt with a couple that don't, and I had no problem taking my business elsewhere.
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Old 04-19-07, 02:10 AM
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I have to side with the LBS in these cases. As a consumer, it always irks the crap out of me when a clerk pays more attention to a telephone call from someone who might spend some money instead of paying attention to me, the person standing there trying to spend my money.

Cut them some slack... if they don't offer to call you back, then ask them to call you back.
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Old 04-19-07, 02:59 AM
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Originally Posted by daveloud
I have to side with the LBS in these cases. As a consumer, it always irks the crap out of me when a clerk pays more attention to a telephone call from someone who might spend some money instead of paying attention to me, the person standing there trying to spend my money.

Cut them some slack... if they don't offer to call you back, then ask them to call you back.
+1... not trying to be a dick, but if you want to get technical over the phone with an LBS, you'd better know exactly what you want and be able to describe it in correct terms... if some guy is with a customer, it's rude of him to ignore them while he tries to figure out what it is you're trying to tell him he needs...

That being said, even if you do know exactly what you're talking about, and the guy is not with a customer, a sh*tty LBS is going to give you bad phone. I recently experienced this phone call:

LBS: Hello ------ cycles.

Me: Hi. I just purchased an FSA K-Force 2 piece crankset... I see that the tool used for tightening the cups is the same one used for tightening cups on the Shimano 2 piece sets, and I was wondering if that means-

LBS: It's not the same.

Me: What?

LBS: It's not the same. It's a different tool.

Me: No, it's not. It's the same tool.

LBS: It's not. I did two FSA cranksets and a Shimano this morning. It's a different tool.

Me: I don't know what to tell you... anyway, I was wondering if-

LBS: Hold on.

Me: Okay.

(On hold for a minute)

LBS: I just checked. It is the same tool.

Me: Okay, so I was wondering- I'd like to drop some weight, and the Shimano bottom brackets are quite a bit lighter than the FSA's.. since the tool is compatible, does that mean the bottom brackets are as well?

LBS: I would think so... hang on, let me check.

Me: Sure.

(On hold for around two minutes)

LBS: Okay, I checked. Yeah, they're compatible... did you want to order one?


I found out later, of course, that they are NOT compatible...
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Old 04-19-07, 03:00 AM
  #25  
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Originally Posted by timmyquest
...they'd soon be out of business and i suspect he's on his way.
Well, if he's always with customers, he's probably doing OK.

But seriously. You say you've never been in there, you call him up with what might be confusing terminology, and he's with a customer (who very well may have his wallet out of his pocket). He may have been short with you, but he may have been _really_ busy, too (your alternative then is to sit on 'hold', where he sets the phone down and you listen to him talk to three other people for 10 minutes).

I'm not saying you did anything truly wrong, but I suggest you take your bike in once -- at least once -- to ask for a part, and see what the guy is like in person.
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