End of the Road with the Local Bike Shop?

[FlatSix911]

Agree. Trek is superior. But given the ongoing nightmare BS crap that I've had to endure from incompetence of their lackluster service (the LBS, not Trek), I made the choice to say goodbye.
Also, Trek corporate suggested that it might be time to "part ways", as I'm too demanding and needy.
So, I'd buy a Trek in a heartbeat, but the problem is to find a competent dealer.
After spending a few hours in various sub-forums on these discussion groups it's obvious that Trek stands out from the rest for their dealer network support where others fail miserably.
But again, the point here is the multitude of crap, and when offered to say goodbye, it was an easy decision.
Now the hard part, to find something else. That is not to be an easy task.

And yes, the dealer is incompetent. I lived it, so my 1st hand real-life experience is that. Real. And only I can convey my dissatisfaction.
It just never, ever, ever ended, and the straw that broke the camels back was all it took.

I've had experience with all of the major brands and it really comes down to the LBS for customer service and support.

Take a look at the eBikes from Specialized, Cannondale (REI not LBS), and Giant... they all make high-quality products.

 

[GypsyTreker]

I have to say, after owning a couple of Giants, I not only liked the value they offered but all the bases they covered in their lineup. They also had a kinda recipe it seemed at their dealer locations. Every one I had been in had friendly , helpful employees and very professional showrooms.

 

[Over50]

To be fair to the Allant's history, the confirmed and consistent problem outlined in the EBR forums is the rear hub. There were two motor replacements listed but the problem was never the motor - it was the hub. The motor replacements were unnecessary. The flying battery cases, it appears to me, were either batteries not locked into place properly by the owner or the lock mechanism not installed properly and/or perhaps failed. Apart from my hub failing, I haven't had any issues.

My Trek LBS is very good but straining under Covid. It is really hard to get any service with them at the moment. They are good IMO because of the current staff they have. When I first started dealing with them, they had a different crew in the service department and I wasn't a fan. With the new faces came new and better attitudes. They have also come along way in their e-bike knowledge having sent techs to Bosch school. The owner is a big supporter of e-bikes and they've gone all-in. I'm dreading the day the current staff moves up and out. A couple of them are bright and skilled young guys and I can see that they might not be around forever.

For the first time, I'm trying Specialized. I've had this Specialized Vado SL 5.0 EQ on order. I did not have a good experience with the Specialized dealer on a couple of prior shopping visits dating back a number of years. Back in May, after the SL product announcement, I called this LBS to order the bike. I was told a couple of weeks. After a couple of weeks, I was told end of June. And it is hard to call them. They don't return messages. If you do call and get a person, they seem upset at being bothered. With the original order, I spoke to an employee about upgrading the tires and seatpost. End of June came and went. I called around 10 days into July "oh, your bike has been sitting here when are you picking it up"? Really, they couldn't call me to let me know? I also had hoped for some advance notice to make sure the upgrades had been ordered. But no. The original employee I had discussed upgrades with had zero recollection of the conversation. So I had to cover things again with a different person and he had to order the items. And I continue to wait patiently. Over a week has passed since I found out my bike was idle and lonely and I hear nothing on status of the upgrades. But I fight the temptation to call and ask because I know Covid has everyone stressed and stretched thin. Today I notice a missed call from them. Maybe my bike is ready? Maybe a status update? I call them back. The employee answering after being lost and confused for a few moments finally says "they called you by mistake. they must have been calling you to pick up your bike but I see in the computer we are waiting for some items". I ask for an update on those items. No idea. OK. I really have no idea where I stand on the order and approximately when the bike might be ready.

My experience has been that some dealers get it and some don't. There is a vast difference between shops within a few miles of my house selling the big 3 major brands.

 

[AHicks]

Guruono, you sound like a perfect example of somebody that needs to prioritize learning how to do your own work - then doing it. There's very few people you need to trust that way - and much less chance of being let down by incompetence or lack of detail.

I'm pretty picky too. A lesson I learned a LOOOONG time ago, is I'm a much happier person if I just do it myself. So that's how it's done. At the ripe old age I am, I've become a fairly well accomplished DIY'er with a history of working on, building, restoring, and servicing everything from airplanes to boats to houses! I draw the line at late model cars (but I still insist on doing my own oil changes), and replacing roof shingles. Too old for that crap.

I absolutely hate dealers, especially those with attitudes or a long list of excuses for everything. I do buy parts from the ones with counter help that know what they're doing, but even that can be challenging, so I often go in with part numbers already looked up - saving time for both of us. They think they are doing me a favor when they tell me thy can have the part they don't have in a day or 2. Well, here a shocker, I can do the same thing - delivered to my door! And my favorite. When I have a question about a product they have on a shelf, and they pick the container up and read the label to me. My God, do they really think I can't read?

OK off the soap box.... on to your regularly scheduled reading. -Al

 

[GuruUno]

AHicks, I tend to agree with you... after the first 20+ years in my home remodeling business I did everything and cautiously allowed apprentices to perform certain tasks. Protecting my reputation.
Years later, shifting gears and into IT with 28+ years under my belt, same situation.
Who do you trust, are the vendors reliable, what about support from Microsoft, Apple, Google, HP, etc., etc.
Most times it takes forever to get solutions or results and sometimes because they drop the ball I have the chance to figure it out and not be dependent on someone else to resolve issues.
HOWEVER, at my ripe old age (yea, I too am an old fart) I FEEL LIKE I PAID MY DUES AND IF I CHOOSE TO INVEST IN A PRODUCT OR SERVICE, THEN MY COMPENSATION FOR PAYING SOMEONE SHOULD RELIEVE ME OF HAVING TO DO WHAT THEY ARE PAID TO DO.
SIMPLE, CUT, DRY EASY 101 ANSWER IS MOST ARE INCOMPETENT AND IGNORANT.
Most HAVE AN EXPECTATION THAT THEY ARE ENTITLED TO A PAYCHECK FOR SHOWING UP AND PERFORMING MINIMAL TASKS.
GOD forbid if anyone is asked to do something they think is not in their job description.
I saw 1st hand over the years in government that there would be a filing by an employee that they were asked to do something more than what they thought was in their job description.
Look, we all have our own work ethics.
Some better, others not.
I guess my point is if I choose to, I can probably do everything you say, but why should I?
If I enlist an employee or have expectations that it is their function if I am paying for something to provide the service, why should I stress out over it?
I too am a DIY'er, I do just about everything I can by myself and if I get painted into a corner, I then either search out a YouTube video or enlist a professional to help resolve the situation.
But, there are some things better left to the experts (the few of them that exist).
I can give 100's of examples of continuing day to day experiences, and when you share the horror stories or record the conversations people gasp and say, "you should write a book".
I am.

 

[AHicks]

I get your point, and totally agree. That's the way it SHOULD be. If somebody is representing themselves as capable, and are paid to do a job, then there should be some repercussions when it's found that job was not done, or was done improperly - in other words, accountability.

Problem is, that's a word that's not used much any more, or maybe not often enough. Seems like I'm held accountable often enough, but others not so much. Lack of accountability examples in advertising and government too many to even consider (consider campaign adds for instance), so you have to wonder, the rookie tech that worked on your bike, did he expect to be held accountable for his workmanship? Betting not....

You want to be up for the chance to hold him accountable? Or just do it yourself and move forward....

Lazy I guess, as I most often go with the latter choice....

 

[Dallant]

A lot of this apathy has to do with the lack of wage increase and elimination of any benefits for workers while owners/management get double digit percentage increases/bonuses annually. Given the lack of loyalty/throw-away attitude of businesses these days, it’s a wonder anyone gives a rip about the quality of their work. I too expect a lot but I’m also very aware of the conditions workers deal with.

 

[Johnmj1]

Agree. Trek is superior. But given the ongoing nightmare BS crap that I've had to endure from incompetence of their lackluster service (the LBS, not Trek), I made the choice to say goodbye. Also, Trek corporate suggested that it might be time to "part ways", as I'm too demanding and needy.
So, I'd buy a Trek in a heartbeat, but the problem is to find a competent dealer.
After spending a few hours in various sub-forums on these discussion groups it's obvious that Trek stands out from the rest for their dealer network support where others fail miserably.
But again, the point here is the multitude of crap, and when offered to say goodbye, it was an easy decision.
Now the hard part, to find something else.
That is not to be an easy task.
And yes, the dealer is incompetent. I lived it, so my 1st hand real life experience is that. Real. And only I can convey my dissatisfaction.
It just never, ever, ever ended, and the straw that broke the camels back was all it took.

Bye, then.

 

[steve mercier]

I bought a new bike but I have no intention of using the dealer that sold it unless there is a catastophic failure and I need a major warranty replacement part such as motor or battery ( which is unlikely since it is a Bosch system). I knew full well that the dealer was not good at service but he had the bike I wanted at 22.5% off. I trust my LBS service dept ( they are fully trained in Bosch ) and I am happy to pay them their fair rate. These days the only real concern is getting an appointment within a reasonable time as the shops are only open 5 hours a day. To me it is every bit as important to find a good LBS as it is to find a good Ebike to prevent the smoke from billowing from my ears if / when something breaks that I cannot fix.

 

[FlatSix911]

A lot of this apathy has to do with the lack of wage increase and elimination of any benefits for workers while owners/management get double-digit percentage increases/bonuses annually.
Given the lack of loyalty/throw-away attitude of businesses these days, it’s a wonder anyone gives a rip about the quality of their work. I too expect a lot but I’m also very aware of the conditions workers deal with.

Not sure I would agree with that assessment... what happened to one's pride in workmanship?

I am afraid it is more about entitlement and not having a good work ethic with personal accountability. High pay and benefits did not correlate well with work ownership.

I have managed a number of business ventures and speak from experience in this area... just one man's view and I don't want to start a debate.

 

[Tars Tarkas]

It would be interesting to hear this story from the bike shop's perspective.

TT

 

[GuruUno]

It would be interesting to hear this story from the bike shop's perspective.

TT

It sure would.
If ever, if needed, I'll write a book