In general, I think customer service is dead or dying a very fast death in the US. I go into Home Depot or Lowes and the level of service is sub-standard at best. Unfortunately this seems to be the trend across industries including bike shops.
My experience at Solon Bicycle, south of Cleveland, over the past month or so has given me a flicker of hope that customer service is still alive. About a month ago, I bring my Kestrel Talon SL into SB as it seems to be creaking from the bottom bracket. Dan and his crew at SB not only fix the creak (a little plumbers tape solved the problem), they also notice my rear deraileur isn’t perfectly adjusted (which may explain why I dropped my chain during the Assault on Mt. Mitchell), they fix it, and discover a shifter cable ferrule in the downtube (this was in the frame since assembly). They had the bike a couple of days and they called me and told me what they had done. I was glad they found/fixed everything and curious as to the bill. They charged me less than $40.
This weekend the eccentric on my tandem was seized and I could not adjust the timing chain. I bring it in; they call me later that day and let me know the tandem is ready to roll. I stop by to pick it up and they say “no charge, it was an easy fix.” I feel a little guilty and buy a pair of socks and a bell for my daughter’s bike.
I have been in Cleveland (chagrin falls) less than six months and have found my bike shop. I spent the last 6 years living in Atlanta and it took me 4 years to find a shop with competent mechanics and good service. I tried almost every bike shop inside and outside the Perimeter.
I am not affiliated with Solon Bicycle or Dan…my dealings with them have been so positive that it motivated a lurker to post. Of course, my pessimistic view of customer service returned as I made a trip to a major retailer later that night.
Jay
BTW…you can find me every saturday riding around the CV area on my Kestrel and on Sunday’s riding a blue Trek tandem.
