I live in an area where when you walk into a bike shop and mention “tubular” they furrow their brow and wrinkle their noses, so frequently I need the help of a shop like BicycleSports.
John Cobb built up my bike and fitted me at his little shop in Shreveport, and whenever I had a technical question or what wheel to use in a certain race all I had to do was call, and John or one of the other guys could always answer my question.
I’ve called the 800 number a few times in the last couple of months with questions about a product and it seemed that the person answering the call knew nothing about what we were talking about. For example, today I called asking about the new Zipp tire.
I asked: “can you tell me about it?”, and they responded: “it’s a 700 21 tubular”. I then asked: “well, what tire is it like… what’s it comprable to?” and they responded: “a slick”. I asked: “a slick?” They said: “yeah, a slick” Trying to get more specific information I tried another route and asked: “didn’t Tufo used to make Zipp tires… is this tire made by Tufo?” They put me on hold and came back and said “it’s made by Bike Mine”. I responded saying: “well… I think Bike Mine is a distributor… an importer… they don’t MAKE tires, per se”.
To make a long story short, maybe I’ve just had bad luck, but I hope that my recent experience isn’t a harbinger of the “WalMart-ization” of BicycleSports.
i would expect that there was a day when you could get sam walton on the phone, and he’d explain the difference between one toilet paper brand and another.
at the old BS, you’d have john himself, and dave bunce, etc., answering these questions. but there are only so many cobb’s to go around, and JC spends a lot of time on the road, going from race to race with the big red machine.
i’m not sure, but i think the 800# might ring at the main headquarters (tyler, texas). perhaps instead of calling that number, you might want to call the shreveport store directly (318-861-2272) or to rich ducar in the chicago store, or to dave bunce in the leucadia store. then i’d expect you’d get something closer to the know-how you’re looking for.
I think it does reach Tyler.
If you call Chicago and leave it till Mid afternoon 3pm onwards, I have always got to speak to RD, daily, probably much to his annoyance 
On another note though, even if you call excel, Colorado cyclist, Nashbar etc etc, the CS people anywhere only have so much knowledge, you need a product specialist.
This seems like a case of “Build a thousand wheels and you’re not a wheel builder, but wreck one wheel and you’re a wheel wrecker”.
Cobb and his business have made substantial contributions to the sport in many ways. Now they are growing and there may be some speed bumps on the road to their ambitious plan. I wouldn’t count them out for this. Everyone has bad days. God knows, I certainly have my share. This seems like the exception rather than the trend. I still think they are solid.
"This seems like a case of “Build a thousand wheels and you’re not a wheel builder, but wreck one wheel and you’re a wheel wrecker”. "
That is, of course, basic human psychology… and as I stated in my post it was several “wheels” (actually more like a “loose spoke” than a “wrecked wheel”). However, your quote doesn’t apply to me because I know people I can call at one of the other stores. My concern is with someone, perhaps new to the sport, that calls the 800 number. You know how it is in retail… take care of somone and they become faithful customers… don’t take care of someone and they bitch to five of their friends, etc.
My thread stated my belief in Cobb, and I continue to utilize his services. I drive 8 hours to see John, and I’ll be doing it again soon. There are “goods” and “bads” to WalMart… I was just hoping that this sudden expansion doesn’t change too much of what BicycleSports was. (And that “was”, was service, as much as product.)