LBS let me down

[tjf9]

I am in the process of having a Salsa Casseroll built up for me. I went into the shop on Tuesday to order the frame and they said they would email me the build kit by Friday or Saturday (and then we'd go back and forth via email to work out the details). So it's Monday and still no email. I sent them a nice note suggesting perhaps the email got caught in the spam filters and they could resend - even thought I checked my spam box and it wasn't there.

I know that I am only one person and they are probably busy, but when you promise something by a certain date and don't deliver it ticks me off! Even though this shop is in my 'hood, the hours are such that it is hard for me to get there any time other than Saturday, so I can't show up in person to work this out with them. I sure hope it comes tomorrow (they're closed today).

Grrrr!

[Dianyla]

That sucks, I hate waiting! If I were you, I'd escalate the turnaround time issue to the store management. Granted, things still take as long as they take. But they should have been able to estimate a proper turnaround time (even given the busy summer season) and keep their commitment to you.

[mimitabby]

my custom bike was promised in early june and i got it in august.
stuff happens.

[Blueberry]

I know it's hard to wait - especially when you're excited about a new bike - but I've rarely had things go "on schedule" with bikes. Don't get me wrong, I LOVE my LBS. But - things do get behind, and they are swamped this time of year. That's actually a really quick turn around. Give them a call tomorrow and see what's up - hopefully they'll take care of it.

[SouthernBelle]

If I understand what the OP is saying, she's not talking about getting the bike, she is talking about getting an email about the components.

Big difference,

[tjf9]

You guys are right (but so am I ). This is a small shop - 4 guys who love bikes. They are not the huge bike superstore, so I know I shouldn't expect the same level of service. These guys love bikes, they're going to do a great job on my bike and I know I'm going to be happy...eventually.

I just wish they would be more honest with themselves (and by extension, me). They have too much on their plate to get this thing out to me this week. That's ok. Just tell me. I just put down a few hundred bucks as a deposit on this thing, and I want to make sure I'm not forgotten. Drop me an email that says, hey, we got super busy this week, but we're working on it. Great. I understand. But silence makes me nervous.

Thanks for letting me vent!

[Blueberry]

So...have you heard back today?? They certainly should respond to a "what's the status" email or phone call (prolly best to make a phone call...).

[tjf9]

Well, since I sent the email Saturday night, and they were closed Sunday and Monday, I'm giving them until tomorrow to respond. If I don't hear *something* by then (even a "we're working on it") then I'll call. I am genuinely concerned that one side or the other will get caught up in spam filters - it just seems the modern way. If nothing else, I'd like to make sure I really can receive an email from them.

[tjf9]

Well, I got a call today. Frame is in. Parts are ordered. I said I was expecting an email to confirm what parts we were going to go with. He said, oh we can do that. I guess they got what they needed when we spoke on Tuesday and thought they were just going to build to my budget.

After talking it through, I'm comfortable with what they're doing, except on the handlebars. They were going to use a Ritchey Biomax 42cm. When I do the measure my shoulders thing, I come up with 36cm. I was thinking a 38 or 40 would be good (since I like it to be a little wider for comfort and stability), but a 42 seems a bit wide. He's going to let me try it out on another bike sometime this week (if I can get there) before making a final decision. Fortunately, this is an easy thing to change.

I'm definitely going to try to get in there in the next couple of days. I can see that this is the kind of thing that is just easier in person. So, my LBS is going from a D to a C+.

Now, I'm going to be a bit paranoid. Am I being treated this way because I'm a woman? I couldn't possibly know enough about bikes to contribute to the component discussion? Or, are they this patronizing to all of their customers? Perhaps I was not clear enough that I wanted to be part of the process.

I'm going to go search the forums for info about those handlebars (I love you ladies!!) and then maybe get to the bike store tonight and make sure my bike is on the right path!

[tjf9]

I have learned my lesson. Bikes must be purchased in person. Went to the shop today. It was great. We talked through all of the components, made some changes and the parts order will go in tomorrow. They even had the frame out for me with a set of wheels and bars so I could check standover and the bar width (they had a 42 on there - waaaaay too wide).

So my grade of the shop goes up to a B+. If they actually deliver by the end of the month (they said probably, but not guaranteed) they'll definitely get an A!

I was there about closing time. Just as I was leaving, one of the guys comes back in to the shop with a 6 pack of beer. That's got to be a fun place to work - put in a hard day and have a couple of beers.

[Blueberry]

I'm *really* glad things are working out. I do think most LBS's aren't exactly up on technology, and do much better in person (I think ours has email, but it doesn't work very well...)

And yep - our guys have beers almost every day after work, and have been known to invite us to join them. I've been known to bring beer. It works out