Go Back  Bike Forums > Bike Forums > Singlespeed & Fixed Gear
Reload this Page >

Off topic rant on Trek store

Notices
Singlespeed & Fixed Gear "I still feel that variable gears are only for people over forty-five. Isn't it better to triumph by the strength of your muscles than by the artifice of a derailer? We are getting soft...As for me, give me a fixed gear!"-- Henri Desgrange (31 January 1865 - 16 August 1940)

Off topic rant on Trek store

Old 04-09-21, 03:49 PM
  #26  
eastsideride
Junior Member
 
eastsideride's Avatar
 
Join Date: Nov 2019
Location: Wisconsin, USA
Posts: 13

Bikes: Checkpoint; Stache; Remedy; Slash; Emonda

Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 7 Post(s)
Liked 9 Times in 5 Posts
Originally Posted by Broctoon View Post
They’re pretty full of themselves. I think they’re caught up in some stupid, elitist corporate snobbery.
You couldn't be more wrong about this. While the store carries the name, it is full of people who are dedicated to providing the best service they can. No one is full of themselves in this industry other than Pinarello (sly joke). If you had an issue with the way things were handled, just chat with the service manager and they can explain things better!

Also, the Porsche reference, car dealers try to upsell service all the time. Service is a good way for auto dealers and bike shops to earn money after the sale of a car or bike.
eastsideride is offline  
Likes For eastsideride:
Old 04-09-21, 08:11 PM
  #27  
Gresp15C
Senior Member
 
Gresp15C's Avatar
 
Join Date: Sep 2014
Posts: 3,711
Mentioned: 20 Post(s)
Tagged: 0 Thread(s)
Quoted: 1001 Post(s)
Liked 551 Times in 357 Posts
Originally Posted by eastsideride View Post
You couldn't be more wrong about this. While the store carries the name, it is full of people who are dedicated to providing the best service they can. No one is full of themselves in this industry other than Pinarello (sly joke). If you had an issue with the way things were handled, just chat with the service manager and they can explain things better!

Also, the Porsche reference, car dealers try to upsell service all the time. Service is a good way for auto dealers and bike shops to earn money after the sale of a car or bike.
Indeed, I've never met anybody from inside the bike industry who wasn't passionate about bikes and cycling first and foremost. And most are also dedicated to getting "regular" people onto bikes and having a good experience.
Gresp15C is online now  
Likes For Gresp15C:
Old 04-12-21, 04:22 PM
  #28  
Broctoon
Super-duper Genius
Thread Starter
 
Broctoon's Avatar
 
Join Date: Aug 2016
Location: Muskrat Springs, Utah
Posts: 724
Mentioned: 17 Post(s)
Tagged: 0 Thread(s)
Quoted: 309 Post(s)
Liked 56 Times in 34 Posts
Originally Posted by eastsideride View Post
You couldn't be more wrong about this. While the store carries the name, it is full of people who are dedicated to providing the best service they can. No one is full of themselves in this industry other than Pinarello (sly joke). If you had an issue with the way things were handled, just chat with the service manager and they can explain things better!
If you're so sure about this, you should see the shop I recently had experience with. Every other bike shop I've visited--including two other Trek shops--is as you describe. In fact, there is an upscale shop in a nearby city that sells Pinarello and other premium brands, at very premium prices. I've found them more accessible when I stopped in to ask a question or look for a special piece of hardware. In my everyday attire, I felt underdressed to walk through their doors. They're in a super trendy neighborhood, in a building that looks like it was designed by Frank Lloyd Wright. The parking lot is usually filled with Teslas and Range Rovers, maybe a few riff-raff Audis or Volvos. They did not give me any attitude, but seemed like they'd be happy to help me, provided I could get a second mortgage to cover their prices.

At the Trek store, one of the employees is very polite and obviously committed to customer service. But he's not knowledgeable about bikes. He's clearly new to the industry and getting trained. I'm fine with that; it's actually something I like to see. Another (the mechanic) seemed irritated that I wanted to talk to him, just to ask a few questions about the bike and get his take on it. On my first visit, when I was instructed to bring the bike in for a pre-service inspection, the mechanic was on break or MIA, so I had to wait 20 minutes for any service. Not busy with a high volume of customers, just nobody available. While I was waiting, another customer came to buy a replacement tire. They wanted the guy's home address, phone number, and email for their database. The checkout process was taking so long, he stopped them to ask if he could just fork over the forty bucks and go. The kind fellow helping him said something like, "Oh, I guess so." He seemed a little afraid to deviate from company policy on the process. The manager is the one who gave me sassy attitude through the whole experience. Never seemed interested in making sure I'm well taken care of, but gave me a strong vibe that she is constrained to do things in a very strict manner to keep the lawyers happy. Perhaps I'm an anomaly or my experience was the exception. I checked some online reviews, and the shop has very high ratings overall. Many customers have given them shining reviews.

Originally Posted by eastsideride View Post
Also, the Porsche reference, car dealers try to upsell service all the time. Service is a good way for auto dealers and bike shops to earn money after the sale of a car or bike.
I have no doubt Porsche would have tried to upsell me in the hypothetical situation I suggested above. But I'm certain there is no auto dealership of any brand that requires a complete pre-service inspection before they will even put you on their schedule. That's the part that, more than anything, made me say "Wha... I mean... Are you serious?"

I saw a few BikeForum SSFG members weigh in on the chain price, too. It was mostly to the effect of "If you don't like it, you could learn to do that job yourself." Very true. In fact, I already have that ability, but I like the concept of supporting shops in our current economy. I'd hoped they would be glad I'm giving them some business and would treat me accordingly. Just so we have it all in black and white: Trek charged me $43 for a Shimano 9-speed HG, (plus installation labor). The same chain is $32 at another national retail chain's brick and mortar stores. Not the online price, not a clearance sale or open box special. I stand by my claim that Trek is getting an awfully high opinion of themselves. This is why I'm taking to heart the advice repeated several times in this thread: "You should just do all your own maintenance."

Because I think it's good to give the follow up-in a thread like this, here's the rest of the story. I picked up the bike, and it looked pretty good. Paid my $130, then decided to take a little test ride in the parking lot. It was not shifting right, but actually got worse than before I took it in. I went right back and showed the mechanic what was happening. He looked at it again on the spot, made another adjustment, and now it seems to be right. We went out of town for a wedding right after this, so my wife has not yet had a chance to take it for a real ride. We hope to do so tonight or tomorrow, and I definitely hope she'll be favorably impressed with the bike's function.

To be fair, I'm not angry or upset about the outcome. By the end, two of the three people I dealt with were quite reasonable. And I've had good experiences there in the past. The shop is expensive, but that's sort of to be expected. I got my rant out to help me feel better after the initial frustration. At this point, will I ever return to that business? Maybe. If so, it will be their last chance to win me over as a customer.

Last edited by Broctoon; 04-12-21 at 04:27 PM.
Broctoon is online now  
Likes For Broctoon:
Old 04-12-21, 07:32 PM
  #29  
veganbikes
Clark W. Griswold
 
Join Date: Mar 2014
Location: ,location, location
Posts: 8,470

Bikes: Foundry Chilkoot Ti W/Ultegra Di2, Salsa Timberjack Ti, Cinelli Mash Work RandoCross Fun Time Machine, 1x9 XT Parts Hybrid, Co-Motion Cascadia, Specialized Langster, Phil Wood Apple VeloXS Frame (w/DA 7400), Cilo Road Frame, Proteus frame, Ti 26 MTB

Mentioned: 38 Post(s)
Tagged: 0 Thread(s)
Quoted: 2314 Post(s)
Liked 1,274 Times in 869 Posts
Originally Posted by Gresp15C View Post
Indeed, I've never met anybody from inside the bike industry who wasn't passionate about bikes and cycling first and foremost. And most are also dedicated to getting "regular" people onto bikes and having a good experience.
I hate bikes!
veganbikes is offline  
Likes For veganbikes:
Old 04-12-21, 08:25 PM
  #30  
Russ Roth
Senior Member
 
Join Date: Dec 2019
Location: South Shore of Long Island
Posts: 1,577

Bikes: 2010 Carrera Volans, 2015 C-Dale Trail 2sl, 2017 Raleigh Rush Hour, 2017 Blue Proseccio, 1992 Giant Perigee, 80s Gitane Rallye Tandem

Mentioned: 9 Post(s)
Tagged: 0 Thread(s)
Quoted: 566 Post(s)
Liked 430 Times in 326 Posts
I liked the setup at one shop I worked for, with the average bike we told them the tune was 70.00 and we had a 25.00 parts possibility (had a better term I can't remember). Basically if we found something that needed replacing and it cost 25.00 or less we just did it so it was ready to go and we didn't have to wait for approval. 25 could cover front and back pads, a replacement chain, a worn chain ring or several new cables. Just meant we didn't have to fine inspect every inch and expect to get it right till the bike was in the stand. Parts over 25 was a call and wait for approval. More expensive bikes we put a lot more attention into the drop off but they still had the 25.00 which still might cover cables or housing or a bb. Owner wasn't big on abusing the system and customers were happy to not have to field calls. Worked well.
Russ Roth is offline  
Old 04-12-21, 09:31 PM
  #31  
Kat12
Senior Member
 
Join Date: Aug 2009
Posts: 176
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 95 Post(s)
Liked 70 Times in 49 Posts
The thing no one has said is that if they have these procedures in place, there may be a reason for it-- as in, bad past experiences.

Check the bike over thoroughly before touching it: avoiding having someone come back and say "you messed up my bike!" when damage has already been there. Or avoid a "knowledgeable" customer saying it's fine, and they believe the person, only to have the person complain later that "I can't believe you didn't notice X is wrong" or "something bad happened and another bike shop told me it's because Y was messed up.; why didn't you know that."

Judging for themselves what it needs: goes back to the "knowledgeable" customer who says it just needs a wee chain lube and it turns out to need a lot more than that.

Knowing before they accept the bike what it needs: no customers angry at "surprises" (or, suspecting them of trying to "upsell"). I'm glad you're reasonable if they call you and say "Hey, it needs this." Not everyone is reasonable.

With a pre-inspection, everything is out in the open before anyone feels any obligation (if the customer doesn't like what they hear, they can pack up their bike and go rather than complaining that "and they didn't tell me it needed Z before they were halfway through what I brought it in for, so of course I was going to have them do it; of all the underhanded tactics..."), and the shop's rear end is covered. I a. am big fan of CYA, and b. have seen just enough in the world to know how absolutely nuts and/or unreasonable some people can be in business situations (these are also often the ones who are firmly convinced that "the customer is always right {no matter what}" and the ones who will crow to everyone they know, and on Facebook and NextDoor and whatever other social media people have, about how crooked a business is).
Kat12 is offline  
Old 04-13-21, 09:42 AM
  #32  
Rolla
Gyro Captain
 
Rolla's Avatar
 
Join Date: Sep 2020
Posts: 704

Bikes: Sycip, Black Mountain Cycles, Kona, Fairdale, WeThePeople

Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 287 Post(s)
Liked 740 Times in 317 Posts
Originally Posted by Broctoon View Post
I’m never going back there.
Originally Posted by Broctoon View Post
I've had good experiences there in the past.
Originally Posted by Broctoon View Post
will I ever return to that business? Maybe.
Originally Posted by Broctoon View Post
it will be their last chance to win me over as a customer.
Rolla is online now  
Old 04-13-21, 10:11 AM
  #33  
grizzly59
Senior Member
 
Join Date: Aug 2016
Posts: 527
Mentioned: 2 Post(s)
Tagged: 0 Thread(s)
Quoted: 194 Post(s)
Liked 151 Times in 99 Posts
Welcome to Corporate America. Service manager prob went to B-skool and rides little if at all. Sounds like the shop owner hired a profit consultant and this plan was the result. The way around all this is to do your own maintenance. I am part of the problem of the bike industry going into the crapper, I buy used and wrench my own + friends. Friend needs a new chain, cables, pads, etc? Amazon or whoever, 5 days to get it here, bring your ride + a cold Beck's.
grizzly59 is offline  
Old 04-13-21, 01:30 PM
  #34  
Gresp15C
Senior Member
 
Gresp15C's Avatar
 
Join Date: Sep 2014
Posts: 3,711
Mentioned: 20 Post(s)
Tagged: 0 Thread(s)
Quoted: 1001 Post(s)
Liked 551 Times in 357 Posts
For better or worse, Trek is the only brand with a chain of bike stores, so anything that goes wrong at one store reflects on their brand.
Gresp15C is online now  
Old 04-15-21, 07:35 AM
  #35  
Broctoon
Super-duper Genius
Thread Starter
 
Broctoon's Avatar
 
Join Date: Aug 2016
Location: Muskrat Springs, Utah
Posts: 724
Mentioned: 17 Post(s)
Tagged: 0 Thread(s)
Quoted: 309 Post(s)
Liked 56 Times in 34 Posts
Originally Posted by Rolla View Post
Yes, the situation developed over time. My opinion and attitude evolved along with it. The several quotes you mashed together with no context would seem contradictory if I’d posted them all in the same day.
Broctoon is online now  
Old 04-15-21, 09:45 AM
  #36  
Rolla
Gyro Captain
 
Rolla's Avatar
 
Join Date: Sep 2020
Posts: 704

Bikes: Sycip, Black Mountain Cycles, Kona, Fairdale, WeThePeople

Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 287 Post(s)
Liked 740 Times in 317 Posts
Originally Posted by Broctoon View Post
Yes, the situation developed over time. My opinion and attitude evolved along with it.
Originally Posted by Broctoon View Post
I got my rant out to help me feel better.
Gad to hear that whining was cathartic for you. Congrats on your "evolution."
Rolla is online now  
Old 04-15-21, 09:56 AM
  #37  
ClydeClydeson
Senior Member
 
Join Date: Mar 2019
Posts: 641
Mentioned: 4 Post(s)
Tagged: 0 Thread(s)
Quoted: 207 Post(s)
Liked 263 Times in 183 Posts
Since you know so much you should just do the work yourself. If you came into my shop arguing that I run my business wrong that would be my recommendation to you.
ClydeClydeson is offline  
Old 04-15-21, 10:37 AM
  #38  
TejanoTrackie 
Veteran Racer
 
TejanoTrackie's Avatar
 
Join Date: Jul 2009
Location: Ciudad de Vacas, Tejas
Posts: 11,409

Bikes: 29 frames + 74 wheels

Mentioned: 23 Post(s)
Tagged: 0 Thread(s)
Quoted: 890 Post(s)
Liked 194 Times in 114 Posts
__________________
What, Me Worry? - Alfred E. Neuman

Originally Posted by Dcv View Post
I'd like to think i have as much money as brains.
I see the light at the end of the tunnel, but the tunnel keeps getting longer - me
TejanoTrackie is offline  
Old 04-15-21, 11:35 AM
  #39  
Broctoon
Super-duper Genius
Thread Starter
 
Broctoon's Avatar
 
Join Date: Aug 2016
Location: Muskrat Springs, Utah
Posts: 724
Mentioned: 17 Post(s)
Tagged: 0 Thread(s)
Quoted: 309 Post(s)
Liked 56 Times in 34 Posts
Originally Posted by Rolla View Post
Gad to hear that whining was cathartic for you.
Indeed. It’s one of the nice things about internet forums. A place to go and get something off my chest.

Originally Posted by Rolla View Post
Congrats on your "evolution."
Thanks! I reserve the right to change my views. People have accused me of being a bit fickle, and they’re not wrong.

With that, Tejano is probably right and I should let this one go now.
Broctoon is online now  

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off


Thread Tools
Search this Thread

Contact Us - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service - Do Not Sell My Personal Information -

Copyright © 2021 MH Sub I, LLC dba Internet Brands. All rights reserved. Use of this site indicates your consent to the Terms of Use.