Is my LBS being unreasonable?
Discussion
I called them on Friday to book my bike in for a service. It was bought from them and is almost one year old. It has a creak from the bottom bracket or rear wheel when under load (climbing or really pushing on the pedals) and the rear gear selction has lost it's crispness.
I asked to bring it in on Tuesday and could I have it back on Tuesday evening. I was told that there was no gaurentee as he couldn't promise to work on the bike! I said well that is why I was booking it in, so he could resrive a slot to work on it but he retorted that if I didn't turn up he may have turned down other work.
His tone on the phone didn't fill me with confidence (not the ususal bloke I deal with) and I am thinking of taking my custom elsewhere. A new bike shop has opened closer to my house - the only thing stopping me is that they are not a Giant agent and I was hoping that if the creak was a warranty issue the supplying dealer would sort it out.
What are the views of the forum?
Steve
I asked to bring it in on Tuesday and could I have it back on Tuesday evening. I was told that there was no gaurentee as he couldn't promise to work on the bike! I said well that is why I was booking it in, so he could resrive a slot to work on it but he retorted that if I didn't turn up he may have turned down other work.
His tone on the phone didn't fill me with confidence (not the ususal bloke I deal with) and I am thinking of taking my custom elsewhere. A new bike shop has opened closer to my house - the only thing stopping me is that they are not a Giant agent and I was hoping that if the creak was a warranty issue the supplying dealer would sort it out.
What are the views of the forum?
Steve
What would you rather they do? Say they'll do it and not manage to squeeze it in and end up letting you down? They should be applauded for their honesty.
This is a very busy time for bike shops as people get their bikes ready for the summer, you might just need to be a bit more flexible. Why didn't you ask when they would be able to fit it in so it's convenient for both of you.
A creaking BB might be a warranty issue, if you take it to this other shop and it does turn out to be warranty then you'll have to do twice the faffing as the shop you bought your bike from will need to do the work.
This is a very busy time for bike shops as people get their bikes ready for the summer, you might just need to be a bit more flexible. Why didn't you ask when they would be able to fit it in so it's convenient for both of you.
A creaking BB might be a warranty issue, if you take it to this other shop and it does turn out to be warranty then you'll have to do twice the faffing as the shop you bought your bike from will need to do the work.
shalmaneser said:
...A creaking BB might be a warranty issue...
IME "Warranty" on a bike is far, far below what you might expect. No where near what you'd expect from a TV or a car! If another shop gives you better service and can source a new part easily. Maybe worth your time instead of trying to convince the seller that it IS warranty and you DO want it replaced FOC.Had an issue with a 2 week old bike stripping the thread from the crank. Selling shop (which was a good few miles away and knew it) said I must have caused it. UK importer said 'Nothing to do with us'
I saved a good couple hundred on the bike over RRP so buying a new one and getting it fitted by a different shop I was still "up" but it grated. And soon enough, 2 years later the shop disappeared! Good f' riddance!
shalmaneser said:
What would you rather they do? Say they'll do it and not manage to squeeze it in and end up letting you down? They should be applauded for their honesty.
I'd rather they said sorry, we are busy on Tuesday, what about Thursday. But no, the offer was no need to book, drop it off anytime and hopefully you get it back the same day. No promises incase you fail to drop it off at all!Steve
So you call up a bike shop and tell them this is the time I'm bringing it in and this is when you want it back.
Have you ever considered that they have other clients??
I don't think your LBS is being unreasonable, I think you are. You have to show some flexibility.
If I have issues with my bike and neeed my LBS to have look at it, I also ask when would be convenient for them to look at it and we work out something that fits in with both of us. Thankfully the one I used for my recent service is usually pretty dead, so they can look at it very quickly. I appreciate that not all shops will be like that.
Have you ever considered that they have other clients??
I don't think your LBS is being unreasonable, I think you are. You have to show some flexibility.
If I have issues with my bike and neeed my LBS to have look at it, I also ask when would be convenient for them to look at it and we work out something that fits in with both of us. Thankfully the one I used for my recent service is usually pretty dead, so they can look at it very quickly. I appreciate that not all shops will be like that.
bakerstreet said:
So you call up a bike shop and tell them this is the time I'm bringing it in and this is when you want it back.
Have you ever considered that they have other clients??
I don't think your LBS is being unreasonable, I think you are. You have to show some flexibility.
If I have issues with my bike and neeed my LBS to have look at it, I also ask when would be convenient for them to look at it and we work out something that fits in with both of us. Thankfully the one I used for my recent service is usually pretty dead, so they can look at it very quickly. I appreciate that not all shops will be like that.
No, as I've said, they don't accept bookings, you drop off and pick up when it's ready.Have you ever considered that they have other clients??
I don't think your LBS is being unreasonable, I think you are. You have to show some flexibility.
If I have issues with my bike and neeed my LBS to have look at it, I also ask when would be convenient for them to look at it and we work out something that fits in with both of us. Thankfully the one I used for my recent service is usually pretty dead, so they can look at it very quickly. I appreciate that not all shops will be like that.
Steve
bakerstreet said:
So you call up a bike shop and tell them this is the time I'm bringing it in and this is when you want it back.
Have you ever considered that they have other clients??
I don't think your LBS is being unreasonable, I think you are. You have to show some flexibility.
If I have issues with my bike and neeed my LBS to have look at it, I also ask when would be convenient for them to look at it and we work out something that fits in with both of us. Thankfully the one I used for my recent service is usually pretty dead, so they can look at it very quickly. I appreciate that not all shops will be like that.
When you book a car in for a service you get to choose the day, what time you'll drop it off. What time you want it finished by (assuming no extra parts/work reqd) You get a courtesy car and a cup of coffee.Have you ever considered that they have other clients??
I don't think your LBS is being unreasonable, I think you are. You have to show some flexibility.
If I have issues with my bike and neeed my LBS to have look at it, I also ask when would be convenient for them to look at it and we work out something that fits in with both of us. Thankfully the one I used for my recent service is usually pretty dead, so they can look at it very quickly. I appreciate that not all shops will be like that.
If dealers ran like a bike shop that said "meh bring it in we'll maybe look at if we can" they'd go out of business.
As I inferred before. OPs shop is s
t and he would be better off going elsewhere. A car service is a set list of jobs though, they know what to do in advance, this is fault finding which could be harder to find.. I think the shop are being a bit unreasonable, its not rocket science after all, how many things can it be. I've had problems with cars (Renault electrics!) before where they havent been able to find the fault in a day though given it can only be one of four or five things, i'd expect to have it sorted in a few hours max.
pablo said:
A car service is a set list of jobs though, they know what to do in advance, this is fault finding which could be harder to find..
I think the shop are being a bit unreasonable, its not rocket science after all, how many things can it be. I've had problems with cars (Renault electrics!) before where they havent been able to find the fault in a day though given it can only be one of four or five things, i'd expect to have it sorted in a few hours max.
But you are guarantee=ing (As much as you can) That the dealer will at least look at it on that day and attempt to fix it. Obviosuly if they have to order a BB or a hub or whatever there will be a delay and I'm sure the OP would be ok with that. I think the shop are being a bit unreasonable, its not rocket science after all, how many things can it be. I've had problems with cars (Renault electrics!) before where they havent been able to find the fault in a day though given it can only be one of four or five things, i'd expect to have it sorted in a few hours max.
Open ended time scales NEVER work for a customer as they always get pushed to the back of the queue and then there's a mad rush to get it fixed.
It's not an unreasonable request but I'm sure you know there are tactful ways to broach the subject and "bull in China shop" techniques. In try to explain my constraints when requesting services and generally get a positive outcome. A friend takes the approach that he's paying so he can afford to simply demand, and he finds people less interested in accommodating him.
I sort of agree with you OP. I have a giant, wanted to take it to the Gant store for its first service, they said drop it off today Monday, it will get done Friday, pick it up Friday evening. ??
I said if its not getting done Friday can I not just drop it off then, the guy seemed to get confused, don't get me wrong, I like Giant, but this just seems like there is someone in the service department who has to have things done his own way in order to function, understandable but not an ideal business.
I said if its not getting done Friday can I not just drop it off then, the guy seemed to get confused, don't get me wrong, I like Giant, but this just seems like there is someone in the service department who has to have things done his own way in order to function, understandable but not an ideal business.
jackh707 said:
I sort of agree with you OP. I have a giant, wanted to take it to the Gant store for its first service, they said drop it off today Monday, it will get done Friday, pick it up Friday evening. ??
I said if its not getting done Friday can I not just drop it off then, the guy seemed to get confused, don't get me wrong, I like Giant, but this just seems like there is someone in the service department who has to have things done his own way in order to function, understandable but not an ideal business.
Giant have a real strangeness with customer service. Bought my bike from one of their standalone dealers (near a Rugby stadium I said if its not getting done Friday can I not just drop it off then, the guy seemed to get confused, don't get me wrong, I like Giant, but this just seems like there is someone in the service department who has to have things done his own way in order to function, understandable but not an ideal business.
) Firstly had to actually ASK a member of staff for help since standing by the same bike for 5 mins is not enough of an invitation for a salesman to intervene. Bad.
Once I got into it with him. Was great. They chucked in pedals and a bottle. They swapped over a stem for a better fit. Good
Picked it up and it was all Ok. Good
Took it back for it's first service, expecting/happy to leave it with them for a couple hours whilst I went to do something else. Was told I couldn't leave it and had to wait 30mins whilst they did it??? That griped as it meant I then had to drive the 10 miles back to my home with the bike to drop it off then go back 8 miles as I couldn't risk leaving it in the car! Very Bad
But then when the seatpost bolt started to slip. No quibble on the warranty. In and out in 5 mins. Good
Very odd.
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