Visited bike store, needed a shower

[Avg_Joe]

Being a bit dramatic, but yesterday I stopped into a Trek store to look for a mount for one of my Bontrager lights. Next to me was a lady who brought in her wrecked Trek bike - the chainring was smashed, but everything else "looked" ok. For every question she asked about getting it repaired, the salesperson's answer was "We'll give you a credit to upgrade to a new bike." I did not once hear them offer to look it over, repair it - just upsell. She left with her bike w/ smashed chainring.

I explained what I was looking for, was told they did not have the part. Understandable. I asked if they could order it (it is $12 online). The person I was talking with explained to me the Bontrager light mounts are not meant to be used on non-Bontrager/Trek handlebars. Huh. Once I coughed up it was a Specialized bike, he offered to replace my stem and handlebars. Told him I was interested in a $12 part, not a bike redesign/refit. He stated the part would not work on my handlebars (it's a frickin' handlebar mount for goodness sake!), so I asked what was different about their handlebars than industry-standard. "They have a proprietary mounting system" was the reply. Lessee, their handlebars are round, mine are round - did Trek invent a new circle or tube? Told him I did not get it, the previous mount worked fine. "Bring the bike in, we'll get the new stem and handlebars installed." When I told him I'll just order it online, he said "you're throwing your money away."

Hoping this was an isolated episode where they're trying to meet some month-end revenue goal? Otherwise, not sure I'll ever set foot in one of their stores.

 

[Stefan Mikes]

A wrong store. Most of Trek stores are competent.

An anecdote from Poland. A friend of mine lives in Częstochowa, which is a mid-size city (217,000 inhabitants). For an unknown reason, the city sports LBSes of all renowned brands, and more! My friend needed an e-MTB, and he was in every store! He was interested in good service, and financing. My friend's wife rides a Giant e-MTB, his son a Specialized Enduro. However, neither Giant nor Specialized were willing to offer a discount and financing. Eventually, he went in a Trek LBS, which is said to be the largest Trek dealership in Poland. And he got a quality e-MTB (I think it was a Rail) with a discount and financing.

Instantly, my friend noticed the front brake rotor was warped. The LBS owner did whatever he could, and replaced the rotors with premium Shimano IceTech ones even if the Rail spec listed inferior rotors.

A good example, right? It is not always the brand. It is the LBS that matters!

 

[keithj69]

What would Trek say if they knew about this? Honest question, don't belong to the Trek family, but I'd think Trek would not be happy.

 

[fooferdoggie]

There are different types of trek stores. Plus employee's are often lacking. I am lucky our store was a local bike chain store when trek bought them and they kept all the original employees and they have been really good.

 

[Deacon Blues]

Oh no......I have a Bontrager light on my Giant road bike! How could it have worked properly for so many thousands of kms?

 

[Avg_Joe]

There are different types of trek stores. Plus employee's are often lacking. I am lucky our store was a local bike chain store when trek bought them and they kept all the original employees and they have been really good.

Great point. This store is in a mid-level plaza, it wasn't a bike store previously. Only reason I knew it was there was because Jerry's Art-o-rama is a few doors down, and my wife frequents that place...

 

[J.R.]

We used t have a great independently owned Trek dealer. The owner had a stroke and they closed a couple years ago. This is a small, rural market, but 10 years ago they carried a few ebikes. They were also heavily involved in getting ebikes legalized in 2014.

To the point, I purchased all sorts of Bontrager accessories for my non Trek bikes from them. Parts too! Great to do business there. Wouldn't it be funny for them to say, no those 700c tires will not work on your Raleigh road bike

I have a Bontrager rack and bag that's now on its third bike. None are Trek.

 

[kevinmccune]

Being a bit dramatic, but yesterday I stopped into a Trek store to look for a mount for one of my Bontrager lights. Next to me was a lady who brought in her wrecked Trek bike - the chainring was smashed, but everything else "looked" ok. For every question she asked about getting it repaired, the salesperson's answer was "We'll give you a credit to upgrade to a new bike." I did not once hear them offer to look it over, repair it - just upsell. She left with her bike w/ smashed chainring.

I explained what I was looking for, was told they did not have the part. Understandable. I asked if they could order it (it is $12 online). The person I was talking with explained to me the Bontrager light mounts are not meant to be used on non-Bontrager/Trek handlebars. Huh. Once I coughed up it was a Specialized bike, he offered to replace my stem and handlebars. Told him I was interested in a $12 part, not a bike redesign/refit. He stated the part would not work on my handlebars (it's a frickin' handlebar mount for goodness sake!), so I asked what was different about their handlebars than industry-standard. "They have a proprietary mounting system" was the reply. Lessee, their handlebars are round, mine are round - did Trek invent a new circle or tube? Told him I did not get it, the previous mount worked fine. "Bring the bike in, we'll get the new stem and handlebars installed." When I told him I'll just order it online, he said "you're throwing your money away."

Hoping this was an isolated episode where they're trying to meet some month-end revenue goal? Otherwise, not sure I'll ever set foot in one of their stores.

Well they certainly can put themselves out of business like that, the semi-local bike shop guy charged me $30 for a gently used tire for my bike,I could have sworn He 20-25$ to begin with, shouldnt have bought it, my bad.Its debatable how much future business they will get from Me, its the same shop that wouldnt display my almost brand new NCM BIKE they called shortly afterward and told me to come to get it, they wouldn't sell because they said the buyer might want them to fix it if something went wrong( finally sold it on facebook for $250) they also would have charged a 30% commission, think I will just stay away from them in the future.

 

[dodgeman]

I’d respond to this thread but it requires a $20 deposit and then I charge $20 a word for an intelligent response.

 

[rtp]

Definitely the individual store. It's not unusual for ANY bike store to want to upsell, to a point, but your experience was completely nuts.
The local store here went out of their way to help me find a cheap but difficult-to-source-locally part (an internal spring for a rear DT Swiss rear hub), knowing that Trek/Bontrager used DT components branded for them. Nothing in the system, but one of their bike mechs went dumpster diving into the parts bin, and it saved me a week or more of otherwise downtime. Talked to them a bit about what they do and don't service, and they were pretty reasonable, moreso as they are a fairly sizable shop - they'll work on most things, although with some limits (e.g. I wouldn't expect them to crack open a Bafang mid drive or hub motors). I had no intention of paying someone to touch either of our bikes, but was curious to see their response, which as far as I'm concerned, was perfectly fine.

Overall a great experience there. Find a different shop.

 

[Jeremy McCreary]

I’d respond to this thread but it requires a $20 deposit and then I charge $20 a word for an intelligent response.

A coworker had this sign over his desk:
Answers ....................................... $1
Correct answers ........................ $10
Answers requiring thought ..... $100