LBS repair times. Am I being let down.

[scook94]

As I mentioned elsewhere the front shifter on my bike broke and would no longer allow the chain to stay on the big ring.

I took the bike into the shop a week past Monday and phoned them last Friday for an update. By then they'd idientified the problem but hadn't arranged for the new (warranty) part yet, they said they'd expect a quick turn around though.

Well it's now a week later and I called them only to find they hadn't received the new shifter yet. I'm mightily pee-ed off at the time it's taking.

Is this par for the course with LBS's or should I have expected a better service?

I guess this highlights the need for more than one bike! I'm off to look at titanium framed road bikes on some auction site...

 

[Angelfishsolo]

Sounds like a rather long time unless they are having problems sourcing the part. What type of shifter is it?

 

[xpc316e]

I suspect that the delay is probably caused by the fact that it is a warranty claim. However, virtually any cycle part is available on a next day basis from the likes of Chain Reaction, Wiggle, etc., so this kind of service is not good enough. I'd tell the LBS that you need a working back asap, in writing, telling them that you will otherwise get it repaired elsewhere and claim back the money. Make sure you give them a reasonable time frame, but make time the critical factor. Remember that your contract was with them, not the manufacturer.

 

[scook94]

Shimano 105s. It's coming from Madison (I think) which I assume is where they source their Genesis bikes from. Have been sorely tempted to purchase some Ultegras from Chain Reaction Cycles and getting them to fit them...

 

[Angelfishsolo]

Ok so not exactly uncommon shifters then. I think the LBS is taking the Pi$$ to be honest. I agree with the previous poster.

Shimano 105s. It's coming from Madison (I think) which I assume is where they source their Genesis bikes from. Have been sorely tempted to purchase some Ultegras from Chain Reaction Cycles and getting them to fit them...

 

[scook94]

xbc316e - they did mention that they may have to send the faulty one back before they would be sent the replacement, but even still, I would have thought that it would have happened sooner. Grrrr!

 

[yello]

Sadly I think that part of the problem is the warranty side of it. The LBS makes nothing out of it so are hardly going to rate it as their no. 1 priority. Same with Madison. I suspect there is little you can realistically do other than stay calm and remain insistent. I certainly wouldn't go throwing hissy fits, that'll get you precisely nowhere. It's a p-in-the-a I know but unless you want to pay for new shifters and pay to have them fitted, then I'd just try and be cool about it. It will be done by the sounds of it, just a matter of time.

 

[dodgy]

A better solution would have been for the shop to order in the required part through their usual stock ordering system and fit it to your bike. When the replacement warranty part comes through it can go on the shelf.

 

[garrilla]

This happened to me 4 or 5 bikes back. I had trek with nexus hubs, a small clippy thing inside bent. It was still under warranty. LBS had to send the part to Shimano, abroad but forget where, to have it confirmed that it could have bent during normal use. Took 9 weeks!

The part was not avaible to replace so it was new hub job. Neither LBS nor Shimano were willing to replace it until it had been confirmed. I said I'd pay then claim back if it was met out of warranty but Shimano said then that the bike would not meet warranty terms because it had been adapted even though it would have been a like for like adapation.

 

[bonj2]

I'm afraid that what with the multitude of people who offload their bike on to the LBS when it has minor problems with the gears, LBSs will get rather busy - so I'd say yes it is par for the course.
I'd have probably just ordered a new identical shifter and posted the old one off with the receipt for it asking for a refund.

 

[HLaB]

It seems a long time to me. They are waiting on a supplier however they should have been able to sort you out with a temporary fix untill the warranty situation was sorted out.

For similar reasons I do a lot of the little jobs myself so I'm good to go next morning instead of waiting.

 

[scook94]

Sadly I think that part of the problem is the warranty side of it. The LBS makes nothing out of it so are hardly going to rate it as their no. 1 priority. Same with Madison. I suspect there is little you can realistically do other than stay calm and remain insistent. I certainly wouldn't go throwing hissy fits, that'll get you precisely nowhere. It's a p-in-the-a I know but unless you want to pay for new shifters and pay to have them fitted, then I'd just try and be cool about it. It will be done by the sounds of it, just a matter of time.

I tend to agree. I could have saved myself a few quid when I got it by ordering it online but wanted to "develop a relationship" with my LBS (as is usually recommended on here). If I go off on one in the shop then that relationship is not going to develop!

I do have other LBS's though, so if I am having the piss ripped out of me I can try elsewhere. Just wasn't sure if that was what was happening, but I guess as you say, they're not making any money so it's not a priority.. Oh well...

 

[bonj2]

I tend to agree. I could have saved myself a few quid when I got it by ordering it online but wanted to "develop a relationship" with my LBS (as is usually recommended on here). If I go off on one in the shop then that relationship is not going to develop!

I do have other LBS's though, so if I am having the piss ripped out of me I can try elsewhere. Just wasn't sure if that was what was happening, but I guess as you say, they're not making any money so it's not a priority.. Oh well...

you're effectively going to "resign" from your LBS anyway so you might as well just go in there and let off steam with a good rant about their shocking service.
You never know it might get you more than you bargained for as they become keen to shush you up and retain the customers that were previously thinking of buying a bike from there but are now having second thoughts.

 

[scook94]

Bonj, I don't follow?

 

[bonj2]

Bonj, I don't follow?

What bit don't you follow?

Go in there and express your displeasure at their failure to sort out your bike in the most vociferous terms you can muster.