Let down by LBS - so disappointed

I bought my Jamis Coda Comp a little over a month ago from a local bike shop - I selected it because it was new (but had great reviews) and I wanted to support them, and because they're about halfway between work and home and right off the bike trail.

Right off the bat I noticed shifting problems but chalked it up to my inexperience (I'm a pretty new rider). Then the brakes started squealing. Today I got so nervous about it that I took it to the LBS in my neighborhood (only reason I didn't buy from them was that I wasn't able to test ride and they didn't have an ongoing maintenance program).

Neighborhood LBS put the bike up on the rack, spent about ten minutes looking at it, then asked where I got it - they said both the front and rear derailleurs need adjusted, the wheels aren't true, and both front and rear brakes need adjustments as well. They weren't even sure the handlebars were the correct Jamis ones that are supposed to come with the Comp. They said it needs a full precision tuneup and were appalled that anyone would let a bike leave the shop this way (the bike has less than 100 miles on it) and frankly, I'm pissed.

I called the shop where I bought the bike, and they were pretty defensive, saying that I should've brought it to them initially - I honestly just wanted to make sure it was safe to ride and they are 12 miles away on the trail (I don't have a car). I'm taking it there tomorrow, and I know I've gotten long-winded here, but does anyone have any similar experiences or advice on how I can approach this? Being a novice rider, I'm now pretty wary of what I perceive as taking advantage of inexperience to pass off shoddy work. Since I now am sort of chained to them unless I pay full price for maintenance elsewhere, I just want to make sure the bike I paid almost $1K for (a TON of money for me) gets the service and treatment it needs to perform the way it should.

Thanks in advance for any advice, similar experience, or plain old commiseration :)

That really sucks and it's shoddy work from this LBS.

Does the store you bought the bike from give you free maintenance for at least a year? It is their job to fix it right but you might see what the other LBS will do for you since you can't trust them. You know what's wrong with the bike now from a second LBS so they can't give any stupid responses.

There's another lady here with Trek problems dealing with a crappy store as well.

I would give them a chance to "make it right" and go from there. You may just have to go to the other store and have them fix it up for you. I had to do this for my Mamba even though I get free servicing for a year with the LBS I bought it from. It was worth paying 20 bucks and a 30 dollar round trip visit to another store so it was done right.

LBS are great at selling stuff but they are slowly dying in mechanic skills.

I agree with Bethany. You've brought it to their attention. Give them a chance to make it right, and if not, take it to the second shop.

I would not be so quick to blame the original shop - it is not unusual for all the cables to stretch a bit during the first 100 miles or so. Typically a bike shop will make these adjustments for you at no charge as part of their normal service for you when you buy a new bike.

The 2nd shop may just be the "pot calling the kettle black." It was pretty unprofessional for them to make all those accusations that way. Were they peeved because you did not buy from them, and expected them to take care of it for free?

Thanks all!

Withm, at my neighborhood LBS, I saw a different person than the one I spoke to when I was considering buying from there - he hadn't ever seen me before so I don't think there was any sort of sour grapes element. I also didn't expect them to do anything for free - I would've happily had the work done there and paid for it but they were adamant that the original shop should honor their work. I tried to pay them for even looking at it and they refused.

Good advice from everyone to give the LBS the opportunity to make it right and I will definitely give them the benefit of the doubt. I think I was just shocked by everything that was wrong with it and put off by the defensiveness when I called.

Quote:

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Originally Posted by jaybee

I called the shop where I bought the bike, and they were pretty defensive, saying that I should've brought it to them initially

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That's right. You should have brought it to them. It is normal that the bike needs servicing after the first miles. Nothing to bother about. Neither they did a lousy job. Take it to them and they will adjust gears and brakes.
Also, don't be annoyed by the squeaking brakes. Mines do it all the time and I've already changed 2 or 3 pairs of pads. It is kind of a warning signal :D

I'm the one with the LBS horror stories.

Granted, the bikes cables may have stretched, but both brakes and wheels out of true at less than 100 miles?

I do think you should give the first LBS a chance to make it right. But I would be very stern (oh yeah, that really worked for me!:rolleyes:) and let them know you are serious about having the bike fixed correctly. Talk to the owner of the shop, if possible (or if you can find him...did I say that out loud?)

My tale of woe ended up going to another LBS. Cycling is an inherently dangerous sport and I really want my ride to be dependable.

I agree with others that you should have gone to the original shop first. It is quite common for cables to stretch and wheels to go out of true. I'd also remind you that there might have been others that 'test rode' the bike before you, so things may have already started to change from the original bike build. I also think that the way to build a relationship with a shop is to always start there, if they are unable or unwilling(as in Dogmama's case)to help you, then please move on.

Good luck with getting everything completed on your bike!:;)


http://chasecyclery.blogspot.com

Thanks all - I'll take the good advice and give them the benefit of the doubt and update with whatever happens today.

Ridebikeme - I had the bike special ordered and they built it up for me, so I don't think anyone would have test ridden it since I didn't buy it off the floor. I definitely had every intention of going to them for the adjustments - I just wanted to have to the LBS near me look at it and make sure it was safe to ride there (I'm still pretty new at this and maybe a little overly cautious)! I do want to have a good relationship with the shop, like you said :)

Dogmama - I am so sorry about all the trouble you've had. I hope your new LBS treats you better! What a nightmare.

OP: I am a former bike mechanic and sorry to hear about your crappy service. Like any service company, there will always be a few employees who don't give a rats a$$. Hopefully you will find a mechanic who takes pride in the service that he/she gives. Re: squealing brakes...don't worry...not a safety issue....usually means the brake pads or rim is dirty. First make sure that the pads are toed in (front of pad hits rim first). If it still squeals, clean the rim and pad with rubbing alcohol. (a neat trick is to rub sidewalk chalk on the rim...squeal goes away). I would suggest you attend bike maintenance 101 (free at REI). Tuning a bike is not rocket science and is really quite easy to learn.....It's just knowing what the limit screws do. (basic tuning for the shifters is just about cable tension). Good luck and hopefully you will have a better experience.