Rekced

You bought a brand new fixed gear for your g/f/wife and you took it into get an adjustment on the headset and the tech got nasty tool marks all over it? Yeah ok so it was an REI tech, but still. I am never off before 7pm and REI has the tools and stays open unti 9.

This bike has a lot of sentimental value to me because it's replacing a bike that was stolen from my g/f shortly after we met about seven years ago. She was totally heartbroken. This bike was perfect until the guy put idiot marks all over the black paint. I am seriously thinking about making REI replace the whole headset before I give it to her. I could barely even get the guys to document that they scratched it up.

hockdub

take photos and file a complaint. rei is a pretty big company. go straight to the headquarters for the complaint and write about it professionally. dont write to them in an angry or pissed off tone, that will not get you anywhere.

thats not fair of them to maul a part that was in perfect shape before and leave it like that. very unprofessional on the tech's part.

xiamsammyx

if they had the right tools they shouldnt have marked it up. i'd go talk to a manager.

ndnyc212

biggie smalls - somebody gots to die.

startedspyder05

yeah that'd piss me off a lot

matt wisconsin

yeah man, no excuse for that.

sailstosea

bikes get dinged. that's just the way things are :3
it's shisty that he put the marks there, but it was bound to happen some day by a rouge rock or another bike

schnee

Let the manager know, REI is a good company and will do the right thing.

Rekced

Oh I did. I was trying to be polite after pointing the area of concern by saying "It didn't go quite as I was hoping today, but I'm sure he is an excellent tech." The manager responded with "Yeah, I know he is a good tech! I know that because I was a bike tech for 16 years before I started here. When you try to adjust small parts with thin wrenches, stuff just happens". Kind of an unprofessional response IMO. I'm thinking to myself "What if I had a $7,000 Lightspeed?" This little Bianchi means just as much to me.

It took me 20 minutes of being super polite just for them to document that they did it. Totally lame.


Here's a couple of pics. There's more damage, but you get the idea...

Rekced

You should see my bike.. Total POS beater. I just wanted this Bianchi to look unbelievably new to shock her. They haven't been available in this color for several years and they are hard to find. I was SUPER stoked when I found one mint condition in the same color.

hockdub

file a complaint with their home office. hope you got all the names of the people that shy'd you away unprofessionally.

dddave

^ +10.

take it to a higher level, name names. heads will ROLL.

tx_what_it_do

what am i looking at there?

Rekced

Tool marks on the headset of a brand new Bianchi.

dobber

How about a bit more perspective in those photos. Like perhaps from 2-3 feet away.

Looks like a bit of roundoff on the edges of the hexes. Not that unusual, expecially with a painted part.

Take a sharpie marker, touch it up and stop being so melodramatic.

operator

You might as well ignore this post.

sneaky viking

Brand new bike? Headset adjustment? ...WARRANTY?

Seriously, where'd you buy it from that you can't take it back and have the headset adjusted within at least the first year?

Whassup with all you other guys trying to get people fired over a nicked up $20 headset? It's not like someone cheesed the threads on a Chris King here... it's cosmetic on a cheapo headset, and you want the guy to lose his job? Get a little perspective here.

+1000000 for Sharpie

dirtyphotons

it would not piss me off, no. it was an accident. the wrench messed up a headset, the bike's sentimental value remains intact (or at least it should).

however, it shouldn't have happened and if you want to make it right you should listen to hockdub. this is not a small bike shop, it's a huge corporation. call corporate headquarters, be polite about it, make sure they're aware of the error as well as the inconvenience that it's caused you but don't get angry. you'll get it fixed and probably something extra for your trouble.

dirtyphotons

it's a routine customer service issue. they don't fire bike mechanics for scratches on headsets.

stevo

years ago, perhaps. Today, Life offers me much bigger problems to worry about.

When it comes to maintenance of almost anything (whether it be my bike, my house, or my child's welfare) I presume I will complete the job with more care than a hired hand. if I elect to let someone else do the work for me (either because of sheer laziness or ineptitude on my part) then I certainly cant fault the other person for reasonable faults. At worse I blame myself for not doing it myself.

dookie

hell yes it would piss me off.

you gave them a brand new bike and paid for competent service, which was clearly not provided...i assume you were charged full price? i agree, it's a cheap headset...especially at REIs cost. poor tools are no excuse...they shouldn't be in service if they're worn out. they should replace the headset without question.

pax139

That's really f*cked up. The tech was negligent. I would argue that they need to replace the part. If you don't get anywhere with the store manager. Take it further up. I know that at least I wouldn't be happy knowing someone abused my bike.

bionnaki

yes, I would be pissed. just call their customer service number and provide names and details of the incident. demand some sort of fair reimbursement.

Rekced

Get the guy to lose his job? Not exactly. Maybe if the guy had an ounce of common sense he'd offer to fix it w/o getting a manager, general manager and district manager involved over a $20 part. I used to deal with that kind of stuff all the time when I worked a similar job. If he would have just said "Yeah, I'll take care of it for you. I'll call you back in a few days once I order the part and get my manager to approve it", that would have saved his ass.

Hobartlemagne 

It would piss me off since they are charging for that "service".