Quote Originally Posted by GLC1968 View Post
Ok...so last week Performance opened. Everyone is buzzing about it and 'Oh, the poor LBS's'... So coincidentally, on the day it opened, DH bought me a bike from Terry (online). We have no Terry dealers within 50 miles. I immedately contacted the bigger of the LBS's since I've done the most business with them (purchased 2 new bikes from them in less than 2 years plus countless parts and accessories). They told me that they would do it (hesitatingly), but that it would be a $150 assembly fee. When I gave the owner's name and number to the woman at Terry and she called them, they told her that they wouldn't do it. Frankly, I'm furious. Yes, I understand that they don't want to take responsibility/liability, but at the same time, you'd think that they'd be thinking about what this means in terms of their customer service and the competition. Am I wrong for being annoyed? It's not like I'm asking them to do anything illegal!

My company team for our local MS 150 was going to go to this particular shop for sponsorship this year, and now I'd rather not. I'm the person in charge of member relations and new recruits and frankly, I no longer want to send my new recruits to that particular store to outfit their bikes. Am I being petty?

I guess the reason I'm annoyed is that the other LBS (which is actually a small chain of 2 stores...one here and one about 45 miles away) agreed to take delivery of the Terry and assemble for me. I would rather send our team members to them (they've always been really nice and helpful, too...they just don't carry the bike brands I like).

OK, I'm sorry this got so long. I guess now that I see this all out, I really see that I obviously shouldn't take it personally. I'm a big stickler for customer service (after spending most of my life in the service industry in one form or another), so this gets to me. Anyway, I guess I just needed to vent. Tell me to go away and I will.
No I dont think you are wrong to be cross. I just dont understand it when a smaller business does not have great customer service. I will change shops if the customer service sucks and I have. The shop closer to me just did not seem to care and between my husband and I we had spent a fair amount of money there. So I now go to a bike shop about a 20 min drive away but the customer service is so much better. As far as putting your bike together I dont really understand their problem. When my husband purchased my new bike he got it online because this particular company offered great discounts for serving military personnel (they are based in Arkansas right next to a big base). This deal was so good nobody around here could match it. Anyway sorry to ramble but he got it online and then I took it down to the bike shop I now go to and they put it together and made sure the bike fit was good. Now these guys do stock the bike I purchased online but they have never given me a hard time about it and I keep going back to purchase other stuff so I guess everybody is happy. My bike assembly did not cost $150. What I have learned from this is that not all bike shops are equal and you may need to shop around for a good one. I would take your business and money somewhere else.