How To Lose A Customer

Bike stencil on Portland, Oregon's bike routes.

Image via Wikipedia

On Saturday, I took Arya, my bike, in to get her light fixed as it wasn’t working correctly.  The place I brought it from had a free inspection and fixing of anything that wasn’t right, so I took it there. I dropped her off at 10am and left my phone number with the guy to call when she was ready.

By 1:30pm, I heard nothing and so I called them and was told that the phone number I left them was wrong.  I knew I had given them the right number, but decided to give them the benefit of the doubt since it have a new phone & maybe Vodafone had screwed up somewhere.

When I arrived at the store the guy said that my bike, which I left there 3 hours ago, wasn’t there but was at their sister store across the road.  He also claimed to never have spoken to me on the phone.  Thinking that there must be another old guy working at the sister store, I brushed this off and went to the store across the road.  It was staffed by a young man barely out of his teens and my bike wasn’t there.  So back to the other store I went and after an argument with the old guy, lo and behold my bike was found.  How on earth do you forget that not only that you spoke to me on the phone (was there more than one English speaker calling that day?) but that you personally looked at my bike and you didn’t take it across the road? Seriously bad customer service. However, they completely lost my business when I got home and discovered that my light still wasn’t working. Obviously, they didn’t bother to take a look at my bike at all.

Fortunately, I found a bike store with a workshop just down the road from my place and these guys couldn’t have been nicer.  They had a good look at my lights with me and we discovered that my cabling was completely crap which is why sometimes my light worked and sometimes it didn’t.  They are replacing all my cabling for the princely sum of €15.  I will definitely be going back to them.

Oh, and I checked my phone number by calling it and it worked perfectly fine.  The bastard at the other store never even tried to call me.

So because I have a blog, I can call these bastards out.  Folks in Hamburg do not buy a bike from Gebraucht-Fahrräder Peters on Grindelalle. They should have replaced my cabling at no cost because it was broken when I got it, but they didn’t even bother looking at it properly and threw in treating me like crap for no extra charge.  Instead visit the marvellous folks at Kingcycles on Osterstraße, alas, they don’t sell used bikes but you will get fantastic customer service on any repairs you need done. Of course, I haven’t gotten Arya back yet so I might be wrong in how wonderful these guys are, but I have faith in them (Don’t let me down, guys!)

I know I should go back to the crap service guys and demand they fix my bike, but after reading the reviews on Qype (should have done that in the first place) people have tried that and gotten nowhere.  I chose to cut my losses and reduce my stress by taking my business to a place that will treat me right.

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2 thoughts on “How To Lose A Customer

    • I agree. If they bothered to look at my bike they would have realised that the cabling desperately needed to be replaced, so either they didn’t bother to look or they looked but couldn’t be bothered to repair it.

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