Bad Bike Shop Experience - Long

[Irulan]

I've been asked to step into the backroom at two bike shops to look at something.
No, not that.

I'd say it's a function of the management, and what they think is acceptable. In any case not worth getting mad about but one could certainly take their dollars elsewhere and say why...

[ridebikeme]

I too, am sorry that you had the experience that you had! Unfortuantely as others have mentioned, it seems to happen more than it should.

From a mechanical standpoint, I'm not sure why they would have taken off the brake caliper... you generally don't need to take them off to replace pads. AS for taking a file to the rotor, I cringed when you mentioned that AGH!! Rotors do bend, but one would generally true them (like a wheel) or replace it if it is bad enough. The greasy hands on the rotor would also damage your new brake pads! More than likely, the sqeaking noise that you heard is either the pads hitting the rotor, or the fact that now both rotor and pads have been contaminated by the mechanics hands..(most generally wear gloves while doing this). Lastly, when a new rotor or set of pads is replaced, you generally go through a short breaking in period... similar to the pads and rotor on your car. Most expereinced mechanics do know tricks to either eliminate that or certainly make that break in period much shorter.

As others have mentioned, I would definitely send a letter to the owner and explain what your experience was like. I wonder what he would think if he knew that this info was online for anyone to read?

At any rate, write your letter and have a good rest of the summer

[Trek420]

Too bad there's no "AAA certified" or equivalent for wrenches. Or is there? It just makes me appreciate my LBS more.

Ladies (and gents) if you have found a good bike shop thank them and regularly buy them beer and/or chocolate.

[KnottedYet]

Paul at Recycled Cycles is very good. www.recycledcycles.com He has worked miracles on my bikes.

Both guys at Free Range Cycles are good. Free Range is owned by a woman. www.freerangecycles.com Multiple TE'ers have bought bikes or had work done at Free Range. Tiny shop, very tiny, and they care deeply about every customer. They've fixed something another shop broke on my bike, and did it WITHOUT bad-mouthing the other shop. High class!

Zac at Cascade Bicycle Studio is also beloved by more than one TE'er. http://cascadebicyclestudio.com/ He has worked with the great Chris Robinson of Robinson Wheelworks. Nice guy, never talks down to anyone. His shop is very comfortable and quiet.

Don't go back to Bothell Ski and Bike. They've got a reputation here in the north end, and it isn't a good one.

[spindizzy]

Yeah- +1 to finding a new bike shop - it is apparent that they can't be Bothelled to do things well..

[athena]

Sorry to hear you had a bad experience. I wasn't too impressed by Bothell Ski and Bike either, when I visited last year.

If you ever need a bike shop here, I'd HIGHLY recommend Woodinville Cycle. They've been great to me every single time I come in; even though I'm still almost completely clueless about cycling. A few weeks ago, I stopped in on a busy Saturday morning looking to buy clipless pedals to match the cycling shoes I bought online. The owner not only installed my cleats and pedals, but also set me up on a trainer in the back, taught me how to clip in and out, and adjusted my seat. He was extremely nice about it all, didn't charge me extra, and still managed to help all of the other customers too. I have received the same sort of excellent service every time I've been there.

[Bikesale.com]

I am the owner of Bothell Ski and Bike. I find her experience at our shop interesting. She did have some valid points that will be adressed. She also had some complaints that were innacurate.

I was in the store on the day her bike was serviced. She did have an appointment and really needed her bike serviced on the spot. Her appointment was for a drop off and pick up the next day. With on the spot service it sometimes takes longer than estimated and other times it is finished quicker.

The mechanics performed a brake overhaul, pad replacement, straightened two rotors, and gear adjustment. Normal cost is well over $80. They also let her know her disc was badly burred and she did not want to buy a new one. The normal procedure to remove a burr is to use a file. After 3,000 plus miles of commuting on the east coast her brakes were seriuosly corroded and her LBS should have pointed this out to her.

The mechanics that worked on her bike is 31 years old, 12 years of bike mechanic work and is in charge of our parts dept.

We did not forget her bottle cage. She left her water bottle on one of our counters in the store.

While she waited for her bike she wandered into our warehouse. This is an employees only area. I have never found myself while waiting in a business wandering into the employee only area. This is where she saw a single Marzochi poster. It is not porn and is more innocent that most of the commercials our children are exposed to on TV.

She is correct that the mechanics were talking about their cars. This has been adressed.

We are an owner operated business and we pride ourselves on our customer service. Our shop has learned from this experience. Thank you for helping my store become more customer friendly.

[kfergos]

Thank you all for your input, both on the poster and for bike shop recommendations. I wanted to update you on the situation, since I've now talked to the bike shop owner in person and we've settled some things.

1. The poster - They immediately took it down and the owner apologized and told me he thought it was inappropriate. I'm sure they won't be using that type of poster for decoration again in the future.

2. The language - I told the owner that I understood this was a guys' environment and I understood that, but the owner said they'd be watching their language in the shop regardless.

Both of those two things make me feel much better. I can understand both and that it may be status quo for a male-dominated environment, but if bike shops want to be comfortable and pleasant for all people, and if you want to encourage more women to join the sport in general, then I think eliminating the two things above will make a big difference in the feel of the shop.

3. The wrenching - In the meeting with the owner, we also had the experienced mechanic who finished working on my bike. This was very, very helpful because he explained why he did what he did, which made sense: He said that (a) He didn't think that getting hand grease on the rotor was a problem and that his hands were freshly-washed, not bike-greasy at all, so he didn't see that as an issue (the owner interjected that he saw there were clearly multiple opinions on this, so that could be a matter of opinion) -- I'll buy that; (b) He filed the rotor because it had a... shoot, there's a particular word he used, but it sounded like a burr or bit sticking out that was rubbing compared to the rest of the rotor. He filed the rotor to remove that.

Then he and the owner explained the mechanic's credentials: 12 years as a bike mechanic, using disc brakes since they've existed, machining his own rotors numerous times, etc. The mechanic actually went into more depth than I'm covering now about why he did what he did ("I saw evidence of blueing on the rotor, showing it was permanently warped"; "If I'd had my preference, I would have replaced your rotors entirely") and I felt like I had an idea of why he'd done what he did, which has helped me feel a lot better about it. I told them I thought more communication would have seriously helped -- I might have bought new rotors then (I've had the rotors since October and rode all winter with them), if they'd explained what the issues were, which would've saved everybody a lot of time and headache.

They also pointed out that this was two days before the STP, that the mechanics were worked to the bone already (I bet!), and that it's not like they wanted to spend an hour and a half on my bike. I believe it. I have no doubt that the mechanic and Bothell Ski & Bike did their best to get my bike in the best working order they could, and that they weren't trying to waste my time or sell me things (the brake pads) that I didn't need. I believe that, too, and I wonder if some of the issue is the difference between what's acceptable to an East Coast bike mechanic, who sees corroded parts all the time thanks to New England's winter salt-and-sand usage, and a West Coast bike mechanic, for whom corrosion would be much less common.

Finally, the owner agreed that they would pay for me to replace or fix anything that needed it once my bike normal mechanic takes a look at my bike.

I feel better for having talked with the owner and I think we were able to reach a reasonable resolution from the situation.

[salsabike]

Good for you for following up with them. I think that really matters. Thanks.

[yetigooch]

Great for following up... I would recommend next time going to Gerk's Ski and Bike or Sammamish Valley Cycle. The service there is top notch without attitude. Another great place to go for great service is VeloceVelo in Issaquah. Any of the mentioned three places will give you AAAA service.

[lauraelmore1033]

Well, I'm impressed with the place again. Especially their willingness to address all the issues involved in a rational and straightforward way.

As I mentioned earlier, my experience with them was so positive (especially when compared with other dealings with bike shops closer to home) I was shocked by the original post. I had dropped in with a broken spoke, the third one in a month. The two mechanics I dealt with dropped everything to work on my bike. The issue was more a matter of being too heavy for my p.o.s. cheepie wheel than anything else, and they very tactfully and respectfully suggested I needed a sturdier wheel. There just happened to be such an item in the back room and they slapped that puppy on and also, I suspect, made some adjustments to the deraileur because it suddenly started shifting like a dream. within 20 minutes I was back on the trail, thrilled to be able to continue my ride. That wheel has given me years of troublefree riding. Another heavy friend dropped in with a similar problem and was very impressed with the wheel they built for him.

I have to say that was the best customer service I have ever received in a bike shop.

[Zen]

It is not porn and is more innocent that most of the commercials our children are exposed to on TV.

The whole tone of this post bothers me. It reeks of excuses. The poster may be "innocent" to them but not to many women.

I have no dog in this fight and am so thankful that I have a good LBS.

[lauraelmore1033]

Surely it's not a matter of dogs and fighting, more of picking flies out of the honey.