I’m in a bit of a bind here, so I thought I would run the scenario past the ST experts. I’m not sure if/when to completely give up on my LBS and seek alternatives. Here is the situation:
Last fall during an IM, I began hearing a bit of creaking from the crank on my P3. After the race, took to to my LBS. The crank (FSA) was slightly loose; the shop tightened it down and I went on my way. Early this spring, the problem came back. I took the bike back to the shop, they tightened it down again (this time also using locktite) and sent me on my way. Within a week, the problem came back. This time the shop agreed that the crank was shot and went about trying to find one in the store for me to use temporarily. They could only find a compact crank, which I agreed to use for a few days until they could work with FSA and/or Cervelo to get a replacement (2-3 days was the time frame I was told). I took this one out and at about mile 25 of a 40 mile ride, started having shifting problems. By the time I finished the ride, I couldn’t shift into my big ring and when I got back I saw that the crank was so loose that there was about an inch or more of horizontal play. Not necessarily a safe situation. Back to the shop I go and though nobody outright takes responsibility, it was generally agreed that “maybe it wasn’t tightened down enough.” I had to leave town for a few days, so I left the bike with them with assurances that they would locate a (non-compact) crank within the next several days and have the bike ready to pick up in three days. I return to town, only to find that they had completely forgotten to do anything about this and that the only crank they could locate in the store was, again, a compact. They then mentioned just ordering one from FSA & putting it on my bike (and then keeping the eventual FSA warranty replacement in their stock).
I’m trying to be patient here and give them the benefit of the doubt. . . but seriously? The other complicating factor is that they are the only Cervelo dealer within about 75 miles. Yes, I could always go to another shop, but any Cervelo warranty, etc. issues would get complicated. Thoughts?
Have you tried having a “falling down” moment in said LBS and telling then you are sick of the BS and that they need to get their act together?
I have had some of the same issues with my LBS but actually they did sort them selves out. I think you need to make sure they are very aware of your level of bad feeling.
Have you tried having a “falling down” moment in said LBS and telling then you are sick of the BS and that they need to get their act together?
I have had some of the same issues with my LBS but actually they did sort them selves out. I think you need to make sure they are very aware of your level of bad feeling.
Good point—and this is my next step. I’ve been trying to give them the benefit of the doubt and not rock the boat too much, but I think it’s time for a civil yet firm conversation about this. The shop carries only high end bikes and has a loyal group of longtime roadies / customers. I’m a relatively newbie there and a triathlete, neither of which are helping me; nevertheless, I’ve dropped about $6000 in the shop in the last year and should probably get a little better treatment than I’m receiving (not that spend should have any bearing on how they treat customers).
The shop carries only high end bikes and has a loyal group of longtime roadies / customers.
This is the part that really concerns me about your situation. With the huge growth in triathlon and road riding more than a few “mom & pop” type of bike stores have ventured into selling much more high-end bikes and gear. Not that I am making excuses, but you can understand in a round-about way if dealing with a $6,000 bikes was relatively new for them and the mechanic. However, this sounds like it is not that case here - this is all they do.
Not sure what to suggest other than what another poster said was to be brutally honest with them that the level of service and attention to detail on this has not been very good at all.** **At this point I would suggest only dealing with the owner.
If it were me… I would to the shop until the issue has been addressed. Once this issue has been fixed I would find another local shop to go to. Just because a shop doesn’t sell cervelo doesn’t mean they don’t have great mechanics who work on different bikes. It sounds like you just found a crap LBS. The shop I go to treats everyone well and does great work whether you are buying an entry level bike or a $6000 bike.
Find out who the shop owner is and contact them about your experience. Unlike the mechanics, the owner will understand poor service at a high-end shop will lead to a very short lifespan for their business. I’d also contact Cervelo. If your LBS is the only dealer for some ways, the company will want to ensure they are upholding the brand standards and may reach out to them on your behaf or at least offer you some guidance (especially about the warranty).
Oh, and for what it’s worth to anyone with a creak/squeek on their P2, P3, etc. I had one with my P2 and it turned out to be the seatpost; carbon rubbing on carbon. My LBS just greased the seatpost where it sits in the frame the noise was gone.
Honestly, to me this sounds like the time for a ‘firm but civil’ conversation as you stated. It really sounds like they are trying to accomodate you, but they are coming up short. The effort is there which is really important, because you have to understand not many shops will pull parts off their new inventory to help a customer out. The fact that they seem not to have a very good wrench in the back is a bit troubling, but I also believe this is where you have to step up your knowledge and do some work on your own machine. Talk to them, tell them you appreciate their willingness to help you out, but let them know you’re dissappointed on the points you discussed. build that relationship and hopefully they will get their S!#$ together.
Good thoughts by all—thanks. To respond to a few comments:
I wish this was just a mom and pop shop trying to do too much—but unfortunately, that’s not the case. It’s an established, roadie-heavy, high end bike shop carrying Cervelo, Parlee & Serotta, among others. They have a fair amount of triathletes coming through, but the roadie crowd is their true customer base. Again, I think this is part of my problem.
Yes, I am aware that the FSA cranks do have a reputation for loosening up, and once they start this they are toast. Seems pretty poor for a 9 mo. old bike with 3300 miles, but whatever.
My biggest frustration is not that the crank failed or that they had only a compact available—at least they are trying. My biggest frustration is with their apparent indifference to the whole situation, lack of attention to detail and, most importantly, poor communication. All someone needed to do was to take charge and say, “OK, I apologize, we messed up and here’s what we are going to do: We’ll get a new crank in here ASAP via FedEx, get it installed same day it arrives and get you back out riding.” Instead, I had to take charge and gently suggest this course of action.