I wonder if I could get your opinions about a frustrating situation I am having with my road bike
and the LBS that I purchased it from. Hopefully some of you will be willing to read this rather long
message and offer your advice.
I bought my first road bike about 8 months ago. Although I had been mountain biking for several
years this was my first road bike purchase. After about 1700 miles and many adjustments of the
saddle, bars, hood placement, etc, the bike still doesn't feel right. I'm worried that the bike may
not be the right fit for me. To make matters worse the customer service at the LBS that I bought it
from is less than desirable.
When I purchased the bike the LBS owner used the computerized Fit Kit and assured me the bike was
right for me. He told me that after riding it for a while he would be happy to trade me out for
saddle, stem, bars etc to ensure everything would be correct. The LBS had been highly recommended to
me by several people because of the experience they had at fitting people to bikes. Although the fit
and purchase experience went really well the rest of my dealings with the LBS have not been a good
experience.
About a week after buying the bike I went back to the LBS because the saddle was just downright
painful. The shop owner told me to give it two more weeks and assured me I just needed to get used
to it. I trusted him but went back two weeks later because the saddle was just too painful. The LBS
owner told me to pick out another saddle. When I looked at his selection all he had was more of the
same saddles but in different colors. When I told him I was willing to pay the difference plus
shipping to order me the saddle I wanted he refused and said that I had to choose from what he had
in stock. Since color was not the issue but rather design I chose to keep the saddle and ordered my
preferred saddle myself.
One of the services the LBS owner promised me when I bought the bike was same day service. He
explained that if they really got swamped I would at least have my bike back by the next day. To
this day I have not received my bike in less than three days! On several occasions I have had a 4 to
5 day wait.
Within the first month of riding my new bike I kept noticing a very loud clank coming from the
vicinity of the headset. After the LBS kept my bike for three days I immediately noticed the headset
was so tight that the bars would not turn freely. Instead of rechecking the bike right then I was
told to come back later and they would have it ready. A few weeks later the headset was clanking
again. After about 4 trips back to the LBS the owner told me that the clanking was normal because
the bike had the new integrated headset design and it was safe to ignore it. I half way trusted him
but have kept a close eye on the headset and have adjusted it several times since.
After several months of riding I also started having trouble with the rear hub. By then I was leery
of taking the bike to the LBS because of always having to wait. I contacted the shop owner and
reminded him of the same day/ next day service he had promised. He told me to call later in the week
to see if they were less busy. Later I called and confirmed they would have time to look at the
wheel/ hub the next day. I took the wheel to them as soon as the shop opened and was told to check
back with them at 3:00 PM. At 3:00 Pm when I went check on the status I was told that they had
become busy again and would not be able to look at the wheel until the middle of the next week. They
offered to loan me a wheel while I waited but when they went to look for it they realized it had
already been loaned out!
So that I did not disturb the other customers in the store I asked the owner to speak with me in
private. I managed to contain my anger but let the shop owner know that I did not appreciate the
treatment I was receiving. I asked him to explain why I was receiving this kind of treatment. After
a long conversation with a lot of evasive explaining by the shop owner it became obvious that even
though I had just bought a $2700.00 bike from him that bike assemblies for new bikes had priority
over any other repairs. He finally told me to just ride the wheel and when it broke they would
replace it because it was under warranty! I let him know I didn't appreciate that advice. I
acknowledged that it was under warranty but asked him if he was going to be willing to drive to pick
me up if I broke down 50 miles out of town half way into a Century ride. He had no answer.
The next day I picked up the phone and called the wheel manufacturer. Within 10 minutes I had
detailed instructions on how to disassemble the hub and do the repair myself. It seems that a part
was inserted incorrectly at the factory.It was a known problem and easily fixed. 10 minutes later
the hub was fixed.
Now to the main issue: In all this time of riding I have never been able to get the right fit on the
bike. Saturday I decided to take the bike to another LBS. Even though I didn't buy my bike from this
other shop they went out of their way to be helpful. I explained the fit trouble I was having and
the guy basically went through most of the fit process with me again. He said the measurements
confirmed what his initial observation was telling him which was that the bike was at the extreme
edge of what would be considered the right size for me. He said that he would have never sold me
that size of bike if I had come to him.
When I described the headset trouble he immediately knew what I was talking about and said that it
was a known problem with that make and model of bike. He said he had repaired a few of them and the
factory had sent him the parts under warranty. When he disassembled the headset he showed me the
damage that the improperly fitted bearings had done to the cups. He told me the other LBS was
incorrect to tell me it was nothing to worry about!
He told me that I might be able to make the bike work with a shorter stem but if that didn't work
there was no way of getting around the fact that the frame may be too big for me. He said he would
be happy to order me a shorter stem but recommended that I go back to the dealer I had bought it
from since he had promised to trade out equipment necessary to make the bike fit properly. He spent
nearly the whole afternoon with me and my bike, answering my questions, and giving advice. Even
though I didn't buy my bike from him he made me feel welcome. After all this he charged me for less
than an hour's labor when we were done!
Today I contacted the LBS owner where I bought my bike. I explained that I was still trying to get
the right fit and wondered if he was willing to try some different stems. His immediate answer was
that I was not sitting on the bike properly. He explained that I wasn't holding my pelvis correctly
when I rode. I'm not sure how he would know that since he has never ridden with me but I'm sure this
could be more BS. He also told me he was pretty busy and that I should call him back another day to
see if he has the time to help me with the bike fit!!!
Now the bottom line is that I may have a frame that is too large. I think I have pretty good reasons
to be distrustful of the LBS that sold it to me. If the LBS owner refuses to help me I will go back
to the LBS who is willing to help. However, if a shorter stem does not fix my fit problem I'm
worried that I may be screwed. I don't have another $2700.00 for another bike. I don't even have the
money to buy a different frame. I know if I sell the bike or even the frame I am going to loose
money. What other options do I have?
Sorry for the long post. If any of you were in my shoes what would you do?
--
OKMTB