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What would you do? Wheels taking for-ever....(12 posts)

What would you do? Wheels taking for-ever....PseuZQ
Mar 20, 2003 11:40 AM
Ordered a new wheelset through a respected LBS in town. Wnated to buy from these guys (versus mail order) because a) they have a great rep, and b) I like to keep my money in town.

They had to order the wheels from the mfg...and they have not arrived (it's been 12 days.) No explanantion whatsoever, just "they shoulda been here. We'll get back to you."
I'm not psyched about having to miss another weekend on my good bike....well, OK, I could ride my old bike but that's another issue.

Here's the deal: I put down half the money with the expectation that I get these wheels in a reasonable amount time.

But another shop has these wheels in stock.... Do I say to shop one, sorry dudes I'm sick of waiting, reverse the deposit charge on my card? Do I ask for a loaner wheel from shop one? Am I being completely unreasonable and impatient?

re: What would you do? Wheels taking for-ever....sievers11
Mar 20, 2003 11:58 AM
You are not being unreasonable. If it have been that long two things have happened. 1. The manufacturer is out of stock and has backordered you wheels. 2. The LBS draged their feet and didn't order the wheels right away.

In a firm tone express your dismay with the LBS and demand a better response than "they shoulda been here. We'll get back to you." The "they shoulda" excuss doesn't fly. Depending on your relationship with the LBS and their "better response" I would ask for my $ back and find a better shop.

It certainly would not be out of line to as for you $ back, but if they give you a good reason for the delay it would be a bad move to stick them with the wheels.
Thanks. This is my first big-ticket purchase from them.PseuZQ
Mar 20, 2003 12:05 PM
Their buyer is supposed to be calling me back. I'll wait to hear before I decide on a course of action....

And if I *don't* get a call today, well...

I guess part of the reason I'm so annoyed is that I want to do another double in May and I feel losing training weekends on my "regular bike" has the potential to screw up my schedule.
out of curiosity... what are both bikes ?PeterRider
Mar 20, 2003 1:56 PM
and can't you put your "regular bike" wheels on the new bike ?

Just asking out of curiosity because for me also, having a good bike is an incitative to ride it more, because it's nice and feels like riding some more. But if the "regular bike" is reasonably good I wouldn't mind using it for training.

Actually, there are three in play.PseuZQ
Mar 20, 2003 2:10 PM
1) Trek 5200, 2001 . My "good" bike. I cracked the rear Vector Pro rim, thus the new wheel set.

2) Trek 2200 c. ? It's the lugged composite/aluminum thing with Matrix rims. Rode it last weekend. Nice, perfectly acceptable, but I don't like how it descends (or, more accurately, how I descend on it.)

3) Beeeeaater. Performance brand M707 that I bought on a whim for about $200 before I started cycling in earnest. This bike is currently also being worked on. This is my commuter bike.
I'm betting on possibility #3.Spoke Wrench
Mar 21, 2003 6:53 AM
The LBS is on credit hold with whomever they get the wheels from.

I'd ask if they have a UPS tracking number on the shipment. If the answer is "No," I might ask politely but directly if they are on credit hold with the supplier. While I generally sympathize with local bike shops, I don't see any reason why you should allow their problems to become your problem. I think it would be appropriate to demand a refund so that you can get the wheels from another source.

That's not being a jerk, that's just being assertive about getting what you paid for.
Mar 20, 2003 1:02 PM
This one depends on a few things, but I wouldn't categorize 12 days as "forever". You didn't (I'll assume on purpose) tell us what kind of wheels they are -- if they're Mavic, give them another couple of days, and then bail. If Mavic doesn't send out wheels in short order, they don't have them. And they aren't easy to deal with. They might have even told the shop that they do have them, when in fact, they don't; they have some very weird supply chain issues.

But I really don't think twelve days is completely unreasonable for a special order. It's behind schedule, but not unreasonable. Three weeks is pushing into unreasonable territory. They may have dropped the ball somewhere, it happens, but if you go in and ask for your money back, they will probably hold it against you indefinitely.
Hmm..valuable feedback, thanks.PseuZQ
Mar 20, 2003 1:16 PM
Yup, Mavic is correct.

If twelve days is reasonable, that's fine. I was not aware of supply chain issues. I'm thinking, "Just put the damn things in a box and FedEx them! What's the BFD here?" but if that's not possible due to the intricacies of the wheel biz, then be it.

Manage my expectations, that's all. If they had told me it's going to take about two weeks or longer, I could have made a more informed decision.

And understand, this does *seem* like forever to me 'cause they've got a few hundred dollars, and I don't have a wheelset, and it's nice out!
Mavic is awful...TJeanloz
Mar 20, 2003 1:43 PM
I can't think of what the consumer customer service equivilent of Mavic would be -- they are awful. The supply chain basically consists of Mavic sending a containerload of stuff from France to MavicUSA. Before MavicUSA opens that container, they have no idea what's going to be on it. What's on the container is just what MavicFrance thought that MavicUSA might sell. There's no feedback from the USA as to what actually is selling.

And to compound things, you might order a wheel, which they don't have in stock. But they won't ever tell you its not in stock, because everybody in the US bike industry knows that if they don't have it, there's no telling when they'll get it; it could be October before your customer sees the product. So they know they have a container coming in, and they just hope that the container has in it the parts that you ordered (and that they said they had). When they open the container and find that it doesn't have what you ordered, they put you off, and give all kinds of excuses. It's terrible, but really not the bike shop's fault.
Spanish Inquisition help desk? IRS complaint department? -nmSnowBlind
Mar 20, 2003 2:02 PM
To quote Emily Litella: NEVER MIND!PseuZQ
Mar 20, 2003 1:34 PM
Um, my wheels are here. Yay.

You may all resume your reguluarly scheduled discussions of spacers and garish plastic fenders.

Thank you.
haha funny... resuming...(nm)Frith
Mar 20, 2003 1:55 PM