Not a Rant or a Rave but is this the Reality?

[Hairy]

Locally in CT.

 

I call or email Mike at Cycles Direct ... he always replies and always does his damnedest to get what I am looking for with clear communication.

 

He and CD look after me, and I look after them again in return.....a-la circle of life stuff.

[Steven Knoetze (sk27)]

I am still waiting for a part a Giant shop “ordered”, that I can only get from them... Thank goodness there are more than one Giant retailer in town, and the one that could/wanted to sort me out was, TrailWolf.

 

Edit: was trying to give TrailWolf cudos

 

+1 for cudo's for trailwolf. They are assisting me with a warranty issue on my SRAM Guide brakes even thought they never sold me the bike, it's not even a brand they do.

 

I think if you can find a LBS that meets your needs then that's good, support them as much as you can to keep them in business so long as they don't rip you off.

One Saturday morning when you are in a bind, CRC won't be able to sell that tube, tyre, etc to get your wheels rolling as quick as the LBS might.........

[Chris_]

This is a very interesting topic. Just yesterday we had this same discussion in the office (talking more generally though). Someone mentioned how rock-bottom service seems to be in this country. Tips are expected, service is always reluctant, energy levels are non-existent, skills lacking, and entitlement reigns supreme. 

 

We wondered how we got to this place, because as mentioned earlier here when travelling overseas one comes back with a sense that people love their jobs and are happy and well equipped to help you. Especially with the level of unemployment here surely we should be grateful to have a job? (Although, saying that I moan and groan like a stuck pig every day so I'm not entirely sure..)

 

Someone mentioned education, and I believe everything comes down to that. Especially in small specialised (not the brand..) segments, if you can be a master of your craft (which requires teaching) I'm sure you'll prosper, and enjoy it along the way.

 

Its great mental floss, and always worth a debate.

[Patchelicious]

This is a very interesting topic. Just yesterday we had this same discussion in the office (talking more generally though). Someone mentioned how rock-bottom service seems to be in this country. Tips are expected, service is always reluctant, energy levels are non-existent, skills lacking, and entitlement reigns supreme. 

 

We wondered how we got to this place, because as mentioned earlier here when travelling overseas one comes back with a sense that people love their jobs and are happy and well equipped to help you. Especially with the level of unemployment here surely we should be grateful to have a job? (Although, saying that I moan and groan like a stuck pig every day so I'm not entirely sure..)

 

Someone mentioned education, and I believe everything comes down to that. Especially in small specialised (not the brand..) segments, if you can be a master of your craft (which requires teaching) I'm sure you'll prosper, and enjoy it along the way.

 

Its great mental floss, and always worth a debate.

Can summarise the root cause of the this degradation into two words: Entitlement Mentality

 

Some people feel that they are entitled to their jobs and don't actually have to give something of value to get something of value in return. Its a macro trend in SA caused by populist rhetoric, that has seeped into all corners of our society.

[ridr]

I think this has been the reality for many years already.

 

My best is walking into any shop and asking for X, being told it doesn't exist and being offered Y (if I'm offered anything at all). Out comes the phone and google and some education for the shop staff about X!

[mecheng89]

A year or two ago I walked into a LBS, owned by people I've personally known since the mid 90s. Not sure how the conversation went but told the owners wife that I was looking for a certain part (can't recall what it was) and asked another shop to get a price for me. She jokingly got "upset" with me for not coming to them to get the part for me. I said ok sure, please get me the price. She said the importer was closed but she'll write it in their book and get back to me on Monday. Still waiting for the call.

She didn't call you because  you went to the other shop first   

[ChrisF]

+1 for cudo's for trailwolf. They are assisting me with a warranty issue on my SRAM Guide brakes even thought they never sold me the bike, it's not even a brand they do.

 

I think if you can find a LBS that meets your needs then that's good, support them as much as you can to keep them in business so long as they don't rip you off.

One Saturday morning when you are in a bind, CRC won't be able to sell that tube, tyre, etc to get your wheels rolling as quick as the LBS might.........

 

I certainly prefer to support my LBS, for this very reason.  I have seen what happens when you motorcycle store close down and you dont have local support for the small stuff ...

 

 

BUT, it IRKS when I have to drive past the "local" in LBS to get to number 3 and 4 (distance wise) to get proper service.

[Mojoman]

This is a very interesting topic. Just yesterday we had this same discussion in the office (talking more generally though). Someone mentioned how rock-bottom service seems to be in this country. Tips are expected, service is always reluctant, energy levels are non-existent, skills lacking, and entitlement reigns supreme. 

 

We wondered how we got to this place, because as mentioned earlier here when travelling overseas one comes back with a sense that people love their jobs and are happy and well equipped to help you. Especially with the level of unemployment here surely we should be grateful to have a job? (Although, saying that I moan and groan like a stuck pig every day so I'm not entirely sure..)

 

Someone mentioned education, and I believe everything comes down to that. Especially in small specialised (not the brand..) segments, if you can be a master of your craft (which requires teaching) I'm sure you'll prosper, and enjoy it along the way.

 

Its great mental floss, and always worth a debate.

 

Below is an email that was sent by one of our customers....his total orders have accounted for less than R500 this year...I just removed names but otherwise its word for word...

 

 I am concern , every year ****(name) when she send the gift is not Sending for me as dispatch Manager who authoirised the order, I did Address this with ****(Name:me), she send only for *****(name-purchasing lady)

 

I can't believe someone would actually send this in the hope I would be sending them a bottle of Johnny Blue or something!!! And he has phoned several times, I no longer take his calls on this matter.

 

​I have spent almost a year in a new industry (plastics/metals) and it seems the industry is just booming because very few people ever come back to you, supplies of raw materials always seem to be non existent and no-one really seems to give a toss as its generally a lucky day when your order arrives and its correct!

[mecheng89]

This is a very interesting topic. Just yesterday we had this same discussion in the office (talking more generally though). Someone mentioned how rock-bottom service seems to be in this country. Tips are expected, service is always reluctant, energy levels are non-existent, skills lacking, and entitlement reigns supreme. 

 

We wondered how we got to this place, because as mentioned earlier here when travelling overseas one comes back with a sense that people love their jobs and are happy and well equipped to help you. Especially with the level of unemployment here surely we should be grateful to have a job? (Although, saying that I moan and groan like a stuck pig every day so I'm not entirely sure..)

 

Someone mentioned education, and I believe everything comes down to that. Especially in small specialised (not the brand..) segments, if you can be a master of your craft (which requires teaching) I'm sure you'll prosper, and enjoy it along the way.

 

Its great mental floss, and always worth a debate.

Two words that modern-day organizations do not seem to want to take to heart. Until this gets done, we are going nowhere, fast. 

[NickGM]

Not sure why I feel the need to post this but maybe just maybe it can serve as a warning to those local bike shops that want to stay in business...

 

So late October I decide its Eagle time for my trusty steed.

 

Now, I would be needing an XD Driver for my rear wheel to accommodate the new cassette. Riding a Specialized Camber I’m off to Cedar Square to pick one up. I get told, no stock but can order for you. I say no problem I’m off to wines2whales and will only install after the race. I ask how much it will cost, approximately R1800 I get told, eish, that’s expensive but ok...Details taken, order “placed” and I’ll be contacted when it arrives. I voice a concern that this is a serviceable item and should be in stock. I get a blank look.

 

Mid way through November, no feedback so I follow up. No order placed, no stock, wada wada wada. We will order for you sir, I say ok. Because I now don’t trust them now I call Complete Cyclist Randburg, also get told no stock but will order for you. I call two other shops, get told sorry, don’t have, no offer to try assist further (complete cyclist melrose arch and specialized Stellenbosch)

 

By Wednesday last week after not hearing back from either of the shops I decide to go online. Struggling to find the part number I need I drop Chainreactioncycles a query, within the hour I get a response. Sir, we unfortunately don’t stock Spez parts but I can tell you the part number you looking for is xxx-xxxx. I then search for the part number and get a few hits. Go onto a USA website, see they ship to SA, check the price $40 and shipping another $40 via UPS tracked. I order..

 

This morning, 5 days later and R1050 out of pocket my part arrives, I’ve installed and all is well.

 

Maybe one day I’ll hear back from the local guys. In the meantime I’ll go spend the extra R750 in my wallet overseas.

 

This example might be Specialized related but is certainly not isolated to them or the cycling industry alone. I’m overall just getting better service from overseas and wonder when I will stop trying local first and then at all?

 

Chain Reaction Cycles was just the dog's bollocks (it's a good thing), its the thing I miss the most from my former UK life. I know this is not quite what you are ranting about (indulge me anyway), but I've ordered from 6 local online stores and for all except 1, there are always issues. Things like Items listed as being "in stock" on the site, "but actually we don't have stock and the supplier doesn't make them anymore and I'm really sorry but would you like the red one instead? It costs a bit more..." Or Items taking 3 weeks to ship, or items being shipped in 4 different parcels, or websites bombing out while you're making payment, leaving you with the feeling that your money might just be wafting about in cyberspace like some binary fart. 

 

The one good local online store for me so far? Rapide.co.za . They don't have the hugest stock, but the website is kept up to date (like stock amounts) and service is (ahem) Rapide. 3 separate orders without any glitches so far. Support good service folks. 

[Wannabe]

Snip Snip

 

The one good local online store for me so far? Rapide.co.za . They don't have the hugest stock, but the website is kept up to date (like stock amounts) and service is (ahem) Rapide. 3 separate orders without any glitches so far. Support good service folks. 

 Concur on this. I've already made my "wishlist" of cranks, cassette, etc on their website. All depends as to how good a bonus I get, as to how many items on my wishlist will become more than a wish.

[eddy]

Can summarise the root cause of the this degradation into two words: Entitlement Mentality

 

Some people feel that they are entitled to their jobs and don't actually have to give something of value to get something of value in return. Its a macro trend in SA caused by populist rhetoric, that has seeped into all corners of our society.

 

Fully agree with you, but it also has seeped into consumers who expect way beyond what the business quid pro quo demands.

 

People who shop on-line for spares that are readily available in South Africa to save a few rand and then complain when the bikeshop they need to fit the parts, wants to charge them a economically viable rate to do so.

 

Or

 

People who use the LBS expertise and then shop on-line when they have pinned down their options.

 

Or

 

People who abuse items they have bought, return them to the store "because it broke" and demand replacement/refund when the cause is clear.

 

Or

 

People who break/lose things and demand that their insurance replaces when the cause lies outside their insurance cover and then badmouths the insurer on the hub.

 

etc.

[Hackster]

Isn't this more of a global issue, in that bricks and mortar retail stores are losing the war with online stores?

 

These conversations are not unique to our market...

[Prince Albert Cycles]

I have a very small workshop in Prince Albert .

Called. 2 bike shops in George last week looking for a replacement deraillier for a clients bike .

Both said. " mail us " which I did .

5 days later not even an receipt of my mail received .

[Patchelicious]

Isn't this more of a global issue, in that bricks and mortar retail stores are losing the war with online stores?

 

These conversations are not unique to our market...

The ATTITUDE is the problem, and yes it’s not unique to us, but it is more evident here.

 

Eddy raises such a good point about consumers often contributing to the other side of the same coin.

[SRBVI]

Snip Snip

 Concur on this. I've already made my "wishlist" of cranks, cassette, etc on their website. All depends as to how good a bonus I get, as to how many items on my wishlist will become more than a wish.

 

Only ever had exceptional service from Rapide