Do I expect too much?

[pll]

They offered to cut the bars down if I bring it in next week, but I just feel so uncomfortable going back. But I feel obligated, b/c they didn't charge me anything for the fit-tweaking.

Do not feel obligated to go back. I assume that store is where you bought the bike, so they should fit you properly, anyway (and they didn't). Go to your Trek store or to a place Kathi could recommend.

[Velocivixen]

I have not read the posts following what you wrote because two very important things come to mind and I want to say them before I forget. They did NOT do much of a bike fitting plus had bad customer service, so you shouldn't have had to pay anyway! Seriously. second you mention that the most helpful place sold Trek-that shouldn't matter. I bought a Surly from a shop way over in Portland, but will take it to the LBS which is a huge Trek dealer. They will do the mechanical work for me and are very helpful. You don't owe that place anything. If you do take your bike to the Trek place and they don't charge for basic tweaks, I would at least buy something there even if it's small.

[Velocivixen]

Also there are salespeople and then there are specially trained bike fitters. Was this person their "bike fitter"? Or just someone who worked there? When dealing with sales help I usually get the general "one size fits all" advice, then as lph posted, eventually when I'm still there I get more in depth and specific information.

There is a LBS in Portland owned by a professional bike racer. They have nice bikes and good customer service, but when I asked about what fitting services they offered they said they "don't really offer that". When I test rode bikes there they sort of eyeballed the saddle height, etc.

[limewave]

That sounds like really poor customer service. I hate that, sorry you had to go through that! Ugh!

I was fitted for my mountain bike back in the spring when I was shopping. The fitting was an hour or so long. They also had me try medium and small frames, varying length stems and swept vs. flat bars. They went all out and I felt like they treated me like I was a pro. Which is why I feel so much better about buying a bike from them afterall.

[Aggie_Ama]

The Trek store will likely do the fitting but may charge. I had my road bike re-fit at a Trek/Specialized exclusive store. They had no problem fitting my Cannondale and never treated me poorly when I brought it for service. In fact that is how they won me as a loyal customer. They also are patient with my personality, teach me to do things if I request so and will do many minor repairs for free (long before I bought a bike there). DH and I now have bought two bikes each from them and race for them. I have referred many newbies to them, even my CFO who wanted to get an old bike his daughter had for college tuned up. He said they treated him like he had a top of the line bike.

And that is how you do customer service! So no you don't expect too much. Everyone should be treated like they are important because they are. Their feelings should listened to no matter how silly they sound to the fitter or customer service person. If they handle everyone like you I am not sure how they stay open!

[jessmarimba]

It is a trek-owned factory store, so I would feel weird about bringing a Niner there! But they're also not very close by and I'd like to find someone in town anyway. I have some friends who do very affordable maintenance and would likely cut the bars down, etc. for me.

I did tweak saddle height and setback on my own a bit and the bike feels pretty solid now. I think I can ride it safely as-is (well, if I can ever pick a saddle!) until I know how it feels a little better.

Thanks for all of your reassurances. I had been starting to wonder if something about me just screamed "moron!" when I went into bike shops. I somehow don't get that feeling when I take my car in, though that might be why I've always taken it to the same place

[Koronin]

That's just poor to bad customer service. My issue with my LBS is they think because I'm a woman I have to purchase women specific things be that bikes, accessories, clothes ect. They do not get that I prefer men's stuff (other than shoes). I have no problem at all taking a bike there for service. Their head mechanic is awesome. He really knows bikes and is really good at helping you and answering questions. For good customer service otherwise I prefer our old LBS back in Charlotte, they are awesome but are too far away now. Otherwise I've found 2 places in Raleigh I like. One is a Trek dealer (most likely where my next bike will be bought at) and the other is Performance for all the accessories. Every time we've been there they have been awesome with their customer service, and they don't care I prefer men's jerseys, saddles, ect. Heck they'll even help me find what I'm wanting in the men's section of the store. (Both stores have been that way, the one in Raleigh and the one in Cary).