Complaining to a bike shop?

[Boon 51]

I think I need to let a bit of steam off at the bike shop I just got my bike from, but I looked on there web site but cant see a complaint section.
Should I just send an email on the contact me bit or write a letter and post it.

Cheers

 

[grumpyoldgit]

Start with a polite,but firm,phone call,if no satisfaction,a recorded delivery letter.

 

[taximan]

I usually go in, Gnash my teeth and jump up and down. It usually works for me.

 

[grumpyoldgit]

I think there is a bit of distance involved here.Boon,sorry to hear you are having problems already,can I ask what they are?

 

[Velo711]

Go in and speak to the owner, and let him(her) have a chance to put things right.

 

[Kevin Airey]

It's the main reason I decided against buying a bike from abroad, only downside is you can't test here...

Now you won't feel so bad using them to test a bike and buying elsewhere, not the done thing but if they have let you down, stuff them :-)

 

[Boon 51]

I think there is a bit of distance involved here.Boon,sorry to hear you are having problems already,can I ask what they are?

As Velo said I have to give them a chance to put things right, there is more to it than this but you get the gist.
When I ordered the Cannondale Bad Boy 2 it was offered to me at £1200 with a £100 free goods which as the bloke on the phone said made it a good buy, however when I got to the shop and said I'd buy the bike they said the offer finished before I arrived. There was an issue over a scratch on the bike which they weren't interested in doing anything about and the salesman had a shrug the shoulders take it or leave it attitude, "yea, well, bikes get damaged" - eeerm not if you want top dollar for them mate!
I said I'd take my business elsewhere and they relented on the £100 offer, it was bad communication between head office and the shop and to my mind a very off hand way of dealing with customers, and had left a bad taste in my mouth.

Bottom line is/was 3400 round trip with no bike or 3400 round trip with scratched bike and no freebies..

 

[MaxInc]

Ughh ... that dreaded corporation attitude ... With the discount you probably need a printout or something to argue otherwise it will be wasted energy. Complaints will likely be handled by someone with a similar / defensive attitude and will leave you a bad taste. If it was a local bike shop, it you have made a difference because these people care about their customers, but again this probably wouldn't have happened in a LBS.

As for the scratch, it's pretty much the same. The salesman doesn't own the business and couldn't care less if he sold a bike or not as it will not affect his profits for the month or his reputation. I've been to Evans in lakeside yesterday to look at bike and spent a good half a hour without a single person asking if they can be of any help. I had a few enquiries but I had to queue in order to address them so I left. Today I bought a bike from a local shop and pretty happy with the service and deals that I received.

If you need to feel better, you may consider the scratch and possibly the loss of the offer the price you paid for the opportunity of sampling and testing several bikes given the circumstances. If you feel you want to pursue this further, you can write them an email asking where and how to file a complaint. All companies like that are required to have a complaint protocol in place which should make available to you and if I'm not mistaking, they are require to contact you back after they looking into it. In practice however this hardly ever happens and you may be spoiling the joys of the new ride with a bad experience.

 

[vickster]

My Giant had a couple of small marks/chips, however being cheaper than any other bike in the same size anywhere in the country, I as keen to have it. Bought from another large chain, the manager gave me and fitted mudguards for free - indeed, he cussed and swore trying to fit 2 other types before fitting £30 worth of Cruds. They also fitted some other pedals for me. I was happy enough with that The bike probably has more battle scars now

 

[Cycleops]

I think what MaxInc says is true, you tend to be treated better in smaller local shops than if you go to one of the big chains. The guy in the small shop knows he has to try harder but he's not going to be able to offer the freebies but if you go for the sharpest deal don't expect the assistant in the big shop to make love to you! He is more interested in moving metal than how you feel. The scratch was a disappointment but it can be par for the course.

 

[mickle]

A bit ot but... I was working in a bike shop in LA when they had the big earthquake that brought the freeways down. Half the bikes in the shop were left with some kind of damage from fallng over, domino effect. Prospective buyers would point at the scratches and say that they didnt want the display onebecsuse of the scratches - until we told them it was earthquake damage and they all changed their minds! It was as if the scratches were an added selling point.

 

[Boon 51]

Ughh ... that dreaded corporation attitude ... With the discount you probably need a printout or something to argue otherwise it will be wasted energy. Complaints will likely be handled by someone with a similar / defensive attitude and will leave you a bad taste. If it was a local bike shop, it you have made a difference because these people care about their customers, but again this probably wouldn't have happened in a LBS.

As for the scratch, it's pretty much the same. The salesman doesn't own the business and couldn't care less if he sold a bike or not as it will not affect his profits for the month or his reputation. I've been to Evans in lakeside yesterday to look at bike and spent a good half a hour without a single person asking if they can be of any help. I had a few enquiries but I had to queue in order to address them so I left. Today I bought a bike from a local shop and pretty happy with the service and deals that I received.

If you need to feel better, you may consider the scratch and possibly the loss of the offer the price you paid for the opportunity of sampling and testing several bikes given the circumstances. If you feel you want to pursue this further, you can write them an email asking where and how to file a complaint. All companies like that are required to have a complaint protocol in place which should make available to you and if I'm not mistaking, they are require to contact you back after they looking into it. In practice however this hardly ever happens and you may be spoiling the joys of the new ride with a bad experience.

Good post.
Being wiser after the event I suppose, but I should of allowed and extra day in the UK just in case of a situation like this.. hindsight is a wonderfull thing.
I have a bit of work on this week end but I will send them an email on Monday and see what happens.

 

[Boon 51]

PS.. Great bike by the way well pleased, its what I should of got in the first place.