So I take my bike in last Wednesday (29th) for a routine cleaning and maintenance check (a very popular ST model 2008 bike). They said Thurs afternoon (30th) pick up, no problem. Get a call last Thurs (30th) from the bike shop, headset is all busted, bearings went everywhere, etc etc when they took it off to clean. They didn’t have one in stock (they are not a dealer for my brand bicycle) and they would have to order one the following Tuesday (4th) when they place their orders and it would be there Wednesday (5th). They checked with the other LBS that is the authorized dealer in my town, but they didn’t have one in stock either (no shocker there as they are worthless). So I miss one week of outside riding and do spin classes, and miss a long ride last weekend, not a huge deal but concerning as IM is still 10-12 weeks out.
So I call today thinking part came in yesterday, bike is back in commission and everything is good to go. Nope. The headset piece they ordered wasn’t the correct one and now they are telling me that they are going to have to order another one, and may order three different ones just to make sure they get the right one in this time. Part would be ordered nextTuesday (11th) and would have it put back together by next week asap. So at that point I basically told them that this was unacceptable and that I would pay an overnight charge, or I would call the original shop out of town that I bought my bike from and have them overnight one, find it online or whatever it took to get the part overnighted and in tomorrow and the bike put back together tomorrow as I could not go another weekend without a bike and a long ride.
So, do I have a right to be pissed off? I am by no means a mechanic or pretend to be one, but how hard is it to order the correct headset part and replace it? I think I could be much more understanding if their ordering process for parts was not such a long turnaround process or if they weren’t so nonchalant about it? What am I missing here?
Seems like a legitimate mistake. That being said, though, I would be a little pissy if they screwed something up, and then wouldn’t alter their ordering policy to correct their mistake. Especially if you offered to pay for overnight shipping.
I wouldn’t get too overly worked up about it, since it seems like they’re trying to make it right by you. But I’d have a stern conversation with someone about why they can’t do a one-off and place an unscheduled order.
seems like an honest mistake but they are still responsible… since it was their bad and they don’t want to order overnight/eat the cost, they could set you up with a loaner/quick bike fit to get you training again until they have your bike ready…
Yeah, that was my biggest gripe (not altering their regular ordering process and being nonchalant about it). I can give them one on the mistaken part as they have always seemed to do well all the other times. I guess I’m just getting ancy with IM 10-12 weeks out and no bike for over a week now. I just sold my road bike about three months ago because I never road it, go figure.
Brings back a darn good article somewhere I read on here from Dan about the what if’s of training. One of them had to do with a back up plan for training should you blow out a wheel set or something else going wrong with your ride, what kind of contingency plan do you have. At the time I had my road bike, but now I have zilch for a backup plan!! Need to work on that I guess.
However, one thing some folks don’t realize is that bicycle part wholesalers (warehouses that bike shops order from) tend to have minimum purchases (at least $150/order for one large wholesaler). So, they could order your part but then they’d have to get other stuff to make up the rest of their minimum order. Still though, you can easily make up $150 with tubes, cables, and housing.
That is one of the reasons I like Chris King external headsets. Put it on and maybe use it on your new bike 5 years from now. I think you do have a right to be upset, but there are a bunch of new headsets and steering tube sizes out there.
Seems pretty ridiculous, but then again I live in the area that’s home to QPB. The shops around here get stuff next day or sometimes same day pretty easily…
if their business models get parts both slower, and more expensive, than a guy and his laptop at home.
for instance, the bike shop could use a laptop, and just order parts one off, rather than make a customer wait a week, in situations like this.
You definitely have the right to pissed off.
However, one thing some folks don’t realize is that bicycle part wholesalers (warehouses that bike shops order from) tend to have minimum purchases (at least $150/order for one large wholesaler). So, they could order your part but then they’d have to get other stuff to make up the rest of their minimum order. Still though, you can easily make up $150 with tubes, cables, and housing.
Okay I’m not a bike mechanic but I did go through Park Tools 7 week clinic so I know a bit about bikes to the point where I don’t really have to go to the LBS for anything anymore. That said I don’t really see how your 2008 headset could have been busted up, bearings everywhere. I’ve taken my headset apart many times to lube it and it’s never even come close to falling apart. Depending on the headset you can just pack the whole thing with grease and put the bearing in individually (you actually give yourself a bunch more bearing surface when you do that). So to answer your original post, yeah I’d be pissed off. They sound as though they don’t have a clue. Make sure you let us know how it turned out.
Yea, I’ve never understood this one either. Why wouldn’t they just go on-line and get the darn thing. I do hate dealing with most shops, which is why I do my own work as well. Everything from adjusting cables to lacing up wheels.
Why try to complete with the on-line sources, use them for the parts supply. I doubt that they would lose out on that much money by not simply ordering it on line. Especially in the day and age.
I would be angry too. If you’re taking it to a shop, you’re paying for their ‘expertise’ and ability to get things done. A DIY’er would have been back on the bike in 2 days.
I have to agree with 140: I don’t really understand what they could have “broken” in the headset. Whoever was wrenching on your bike must be a big ham fisted son of a gun.
I think you have a good right to be not happy with them. 2 weeks is a long time to put someone out of a bike during training season.
I’ll probably get in trouble for commenting on this since I’ve already bee chastized this week for expecting that a LBS could replace a spoke on a wheel with the same type of spoke that was already in the wheel (by ordering the non standard $2.45 spoke form an online retailer). Apparently that is asking wayyyyy too much and is also my fault for riding nice stuff and not standard 32h box rims like everybody should be riding (not that it was my wheel anyway). Whatever.
If it were me I’d do one of two things, 1. Order the stupid piece overnight myself and bring it in for them to replace at no charge -for any of the whole service. or 2. order the piece myself and go and pick up the bike and take it to another shop and pay them to do it.
Honeslty I’d be really pissed and never go back to that shop.
My LBS that is very small orders when I am there and has in a day or two if not that day sometimes. Very unacceptable by me and like one said they should offer you a loaner to ride.
To err is human, to make the same mistake is stupid, to continue in the fashion they have in inexcusable. I know for my business and industry this can cause a loss of a customer. Ever hear of the 10-10 rule? It can take 10 years to get a customer and 10 seconds to lose them.
After the initial mistake I would have made sure the order of 3 different head sets came overnight and I would not charge for labor and maybe not even for the head set.
Just now getting back into the sport I am using an LBS, but I am in the process of getting my bike tool stable built back up so I can do what I want, when I want and how I want it. The LBS I used in Louisville was awesome. Had a somewhat similar experience with service time and then shoddy work done by a new mechanic, work was redone that day and my bill was zero…earned me as loyal customer b/c I didn’t ask for anything…they just volunteered it.
I could not agree more. Most shops around here have their heads stuck in the sand and pretend there is no internet. “We could order it and have it for you later this week” --WHY? I can do that and it will be cheaper. I am astounded by the amount of ignorance from someone who is supposed to “specialize” in the sport.
chris
bike shops need to change their business models
if their business models get parts both slower, and more expensive, than a guy and his laptop at home.
for instance, the bike shop could use a laptop, and just order parts one off, rather than make a customer wait a week, in situations like this.
You definitely have the right to pissed off.
However, one thing some folks don’t realize is that bicycle part wholesalers (warehouses that bike shops order from) tend to have minimum purchases (at least $150/order for one large wholesaler). So, they could order your part but then they’d have to get other stuff to make up the rest of their minimum order. Still though, you can easily make up $150 with tubes, cables, and housing.
I could not agree more. Most shops around here have their heads stuck in the sand and pretend there is no internet. “We could order it and have it for you later this week” --WHY? I can do that and it will be cheaper. I am astounded by the amount of ignorance from someone who is supposed to “specialize” in the sport.
Completely agree. Sure, let’s wait a week, except I get the added bonus of paying sales tax on top of your list price plus 10+%??