Bike shop problem #1

[adrian]

I have a steel bike that was custom made by a London framebuilder who shall remain nameless (at least for now). Recently it became apparent that my carbon seatpost, which had become inextricably stuck into the seat tube, would no longer even hold a saddle, so it had to come out.

Brixton Cycles - my nearest and dearest bike shop - made it clear that it would be a dirty and expensive job, and that I'd be better off getting it done by the original makers. So I took it there on 10 January, and was told that they'd have to burn the seatpost out, which would mean a total respray and rebuild etc. Not great news but I never did like the original colour, so I left it with them. I pointed out that it was my main form of transport, and they said it would be ready in between 4 and 6 weeks.

The 4-6 weeks have of course been and gone, and all the while, I've had to do all the chasing. They absolutely never call with updates, even when they've promised to do so. They never respond to emails. Tomorrow marks nine weeks since I took the bike in, and it's been two weeks since there's any answer at all on the phone. Last I heard from them was the bike was at the enamellers (I had to ring them to find this out, of course) - and that was three weeks ago.

So what do I do? I obviously need them to finish the job but am furious that they're so flaky and unprofessional about everything. In the last couple of years they've brought in a business development manager or some such, but if anything it's worse in terms of customer service than ever - at least before you could easily get to speak to the man bearing the shop's name, even if he did always seem half-asleep (as you explained a problem for the 100th time to him, you always half-expected him to say, 'But this is a butcher's, sir - you want the bike shop next door.')

OK, OK, I'm ranting, I know - clearly what I have to do is go down there tomorrow and ask them what the bloody blimey they're doing. But I've had a run of this sort of sh*t lately. I want to use small local businesses run by experts and avoid outlets of global corporations staffed by 12-year-old shelf-stackers, but what is it about small businesses in this country? Why do they never ring you back or do what they say they're going to? I mean, I'd expect this from Foot Locker or Halfords, but owner-run businesses - you'd imagine they'd at least pretend to give a sh*t.

In the meantime I'm commuting on my carbon bike, which is ridiculous - especially in view of [url=http://www.addiscombe.org/members/phpBB2/viewtopic.php?f=3&t=8824]Bike shop problem # 2[/url] - see separate thread.

[Alex S]

I resent your comment about staffing of larger businesses, each member of staff is always going to have different levels of knowledge so you have to treat them on an individual basis, some will have more knowledge than you. Rob at Halfords in Croydon knows literally EVERYTHING about bikes. No, seriously, you think of a question, Rob will have the answer.

If you have a problem with the 12 year olds in Halfords just ignore them and ask someone else there for advice, or even better, just don't bother going there if it angers you so much.

Plus while I'm here, you have to give people time. You are waiting on the bike shop who are waiting on the manufacturers. If the frame/bike/whatever isnt in the hands of the shop, its not really their responsibility to chase after it. why dont you ask them for the returns number and the telephone number and chase it up with the manufacturer directly? Bike business is booming and staff realistically dont have time to call the manufacturers every day to pester them about its progress.

What I was going to say before I got sidetracked, was that the seatpost issue could only be the frame rusting inside, around the carbon.
When they eventually get it sorted, if the seat-tube collar slot is at the back, its always a good idea to stick a bit of electrical insulation tape over it, keeps the muck from getting in. or get carbon fibre specific grip grease, that normally does a good job at keeping muck out.

[Marky Mark]

[quote="Alex S"] its always a good idea to stick a bit of electrical insulation tape over it, keeps the muck from getting in. or get carbon fibre specific grip grease, that normally does a good job at keeping muck out.

[Alex S]

Yeah but thats different. Insulation tape is my best friend

90metres.

[Sylv]

[quote="Alex S"] Rob at Halfords in Croydon knows literally EVERYTHING about bikes. No, seriously, you think of a question, Rob will have the answer.

[Tony]

Adrian, it's so obviously your own fault - you are the customer after all. The customer, as we know, is always wrong. Oh.....hold on a moment.......is that the expression.....am I getting confused.......

On a more helpful tack (or maybe not)..... I thought carbon fibre was slightly hygroscopic - i.e. it has a [slight] tendency to absorb water, especially if scratched. Seatposts invariably do get sratched, water will invariably find its way in to your seat tube and then get absorbed by / held around the seatpost. The water can cause the seatpost to expand sufficiently to lock a friction-fit post completely rock solid in the frame. Of course, the frame can rust too due to the damp. Either way, it will not come out again in a hurry. I've asked loads of people (well a few anyway!) how to avoid this happening and no one has ever had a convincing answer.

However, if it does occur, with a fine hacksaw blade, a fair amount of spare time (and a decent face mask and care to clean up wearing the face mask) you can chop the post up from the inside out. You do need to be very careful mind not to saw in to the frame! Not a fun job and needs lots of care - but might save waiting for weeks in future. Also - I wouldn't recommend doing this on a carbon-frame.

[Rob Q]

[quote]The 4-6 weeks have of course been and gone, and all the while, I've had to do all the chasing. They absolutely never call with updates, even when they've promised to do so.

[Sylv]

[quote="adrian"] at least before you could easily get to speak to the man bearing the shop's name, even if he did always seem half-asleep

[quote="Sylv"][quote="adrian"] at least before you could easily get to speak to the man bearing the shop's name, even if he did always seem half-asleep

[adrian]

[quote="Alex S"]I resent your comment about staffing of larger businesses, each member of staff is always going to have different levels of knowledge so you have to treat them on an individual basis, some will have more knowledge than you. Rob at Halfords in Croydon knows literally EVERYTHING about bikes. No, seriously, you think of a question, Rob will have the answer.

If you have a problem with the 12 year olds in Halfords just ignore them and ask someone else there for advice, or even better, just don't bother going there if it angers you so much.

[Marky Mark]

Just one question cos I'm dumb...

Carbon post in a steel bike, why?

[Andrew G]

Blimey Adrian you're having a rough time of it with your bikes at the moment.

I have to agree completely with you. A local framebuilder should (and normally does) take loving care of their customers as they are often repeat buyers. This type of small business I would expect, and normally does, look after its customers very well as they can't compete on price so trump the big names with service.

Re the plastic bike I'd just make a fuss in OYB at a busy and inopportune moment for them. It's not their bike or their recall, but they are the distributor and it shouldn't be you having to chase up. If it's the same cranks and the recall was only in the US see if you can get hold of them in the UK (may not be easy from what someone else said) and ask why it's only a US recall if it's the same part, just the US as they are more litigious and would sue as soon as a failure occurred?

[Snoop Doug]

adrian - this sux, simple as that. Shocking total absence of any kind of customer service. Like you I'm a fan of the local business (tho Evans have had a few bob off me last 12 months too) and like you I'm surprised how often I'm left at best dissatisfied. Sorry to hear you are having such bother - I reckon it's time to go down there and get a bit huffy. Alex may be right - it may be somewhat out of their control but the very least they can do is keep you posted.

Here's a little something I scribbled a few weeks ago which is kinda related.

[url]http://stopdoingdumbthingstocustomers.wordpress.com/2009/02/04/we-do-what-we-say-we-will/[/url]

Hope you get this sorted soon.

Snoop

[Dombo]

A bit late, and not much help, but I'm curious as to why could they not have cut the seatpost longitudinally using a long thin saw like the ones for cutting plasterboard? And then just waggle it out with pliers?