On Wed, 19 May 2004 14:48:37 +0100, Peter Clinch
<[email hidden]> wrote (more or less):
....
Quoted message said:It strikes me you're rather tarring everyone that works for EBC with the
same brush. Did you ask /all/ of them about Eric the Half a Brain, did
they /all/ say you never use grannies?
I'm going to deal with them seperately, as I think they're very
different issues.
(First, I'll get Martlet out of the way - it's irrelevant to the OP of
this thread after all.
I only checked with one menber of staff, but his view was that it was
not generally known in the shop - it had never come up at any point he
was around, and he reckoned it was the sort of thing that would have
become part of staff chats.
I'll find out about the generic level of Martlet awareness at EBC
soon, as it's going to be a staff meeting issue now (I mentioned how
the Martlet bill might have the potential for criminalising bike shop
staff).
Now for the staff condescension.
Quoted message said:I've had Saturday Staff syndrome at EBC before now, but if you're in
when it's not busy and find someone who knows about your particular
style of cycling then they are IME very good.
It wasn't Saturday Staff Syndrome, quite the reverse.
It was relatively 'senior' staff - I got referred to him by junior
staff because it was during my warranty hassles.
(If you /really/ want, I'll tell you exactly who by email, and you
can judge for yourself).
First of all, my long term boycott of the shop was for them not
honouring the warranty with like-for-like replacements of faulty
parts, (back in '94 when I went from adult non-cyclist to commuter
cyclist), not for condescension.
But when I originally bought my bike there, I did feel a bit like I
was dealt in a rather 'what do you mean, you don't know what bike you
want?' when I went in with my 'I'd like a bike for urban commuting.
I've not cycled for 10 years.' query.
I had put this down to the fact that I was a bit intimidated.
But on taking friends and wife for the same experience, I began to
feel that it wasn't just me.
The 'granny gear' incident was imv, betrayed a mentality that was not
geared to dealing with adult 'returners', just symptomatically
thoughtless, imo, betraying a 'we sell bikes here - to cyclists'
attitude. One that forgets what it was like to go from adult
non-cyclist to adult cyclist.
So not Saturday Staff syndrome. What I'm describing is, IMO, the
opposite effect. Quite the reverse.
The more experienced the cyclist, the better the staff will be for
them.
Quoted message said:Don't forget they sell a
wide range of bikes, and if you get the laddish lad who's into bikes for
downhill MTB then he wouldn't have any use for grannies, wouldn't be
affected by EtHaB, or (as I found out) know a damn thing about panniers.
But that's not everyone there.
Exactly. So 'we call the bottom gears granny gears because only a
granny would ever need to use them' to a new cyclist who is using
their granny gears a lot is a bit condescending.
Principally becuase it betrays the assumption that anyone in the shop
should already be 'into bikes', as you put.
'By people who are into bikes, for people who are into bikes.' is
exactly the attitude I think it betrays, and that is true of many bike
shops.
Quoted message said:And further leaping to their defence, I've had exemplary customer
service there. When my 7 year old tourer cracked its frame they
replaced it FoC despite it being 5 years out of warranty, and also
transferred all the fits FoC /and/ gave me a new headset FoC while they
were at it.
I'm glad you did. Me, I spent months on the warranty hassles, and if
I'd had anything like that level of service I would not be grumbling.
My parts were not replaced despite /still being under warranty/.
(I had thumb-shifters. I had deliberately chosen their own-brand
mid-range or mid-range+ because the range one below it had thumb
shifters. They failed after a few months.
EBC would only replace them with the top of bar shifters from the
range below. The statement made 'but it would be more expensive for
us to get in the type that have broken' was the one that really stuck
in my craw.
Or if they'd offered some minor compensation to cover for the fact
that they were downgrading the bike I'd bought from them, I suspect
i'd have been easily 'bought off'.
Quoted message said:
EBC used to be my local bike shop when I stayed in Marchmont, but I've
kept going back for various things because they earned more custom
through good service. Nobody manages 100% though, and if you can find
any largeish sales organisation that doesn't include at least one
vaguely clueless makeweight I'd be fairly surprised.Pete.
--
Cheers,
Euan
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