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  1. #1
    flatlander in paradise
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    Wheat Ridge Cyclery

    Hey,

    So, last week I called WRC to see if they were set up to replace bushing in Rock Shox forks, specifically an old '02 Psylo SL. They went to check if they had the tools, they did, and said it would be $25. Great, I thought. Now, admittedly this is an old fork and it's on my now-beater bike, but if I can get it fixed up nice and new for ~$50 plus me changing the oil, why not?

    So fast forward to today, I go down there with just the lower legs of the fork and the new RS bushings. Girl at the service counter first asks me where the rest of the fork is because they can only do the full $80 fork service. I explain last week's phone call to her, and she goes back to the shop to ask around. She comes out and says "you should just invest in a new fork." I have a new bike already, thanks. Then she says they can't get the parts anyway, at which point I remind her that I brought them in with me.

    This strikes me as very rude. Am I just over-reacting? Very annoying...

  2. #2
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    not surprising...I have not had good luck with their service dep't...had to take my single speed conversion that they built up for me 5 different times to get them to try to fix their mistakes - even swapped out a couple of parts like rear hub, etc to eliminate other 'excuses' - ..long story short....$200 later, I gave up since they could not get it right and just stopped going there.
    check out WestSide - their mechanics are awesome and very friendly.

  3. #3
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    Hmmh. They did a decent job on my DH bike in April. They listened carefully to what I wanted to get done, contacted me during the week and pointed out another minor issue to address and got it done on time and at the pre-negotiated price.

    I like them for actually checking my brake pads and then replacing the rear and not the front. I got the worn pads from the back as prove and the new ones for the front to replace later.
    "Lorem ipsum dolor sit amet, consectetuer adipiscing elit." - And I agree.

  4. #4
    Armchair Sasquatcheror
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    Thumbs down

    Wheat ridge and Westside have always been ***** to me. I will never go to either one of those places ever again. I had a psylo once.

  5. #5
    Rocket Scientist
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    Ironically our team is/has been sponsored by each. We had Wheatridge as our shop sponsor in 2006 and it was ok. Most of the guys over there are good guys, but it seemed like they didnt want go out of their way for help on certain things. Maybe it was the MTB gravity thing. They sell alot of Road Bikes. It's unbelievable how in with Yeti cycles they are. Apparently they are the #1 Yeti dealer in the world?!?!? I can't gripe too much though, I got 2 of my Yeti's there at a smokin' good deal. Apparently Wheatridge took issue with one of our riders and dropped our whole team even after a stellar year when we finished #2 overall in the Mountain states Cup gravity team standings and represented them well. That was certainly disappointing. I have to say that dealing with Phil Kramer over there was awesome. He's a great guy!

    For 2008 our shop sponsor is West Side. Dave, Ty, Chris and the rest of the crew over there are very friendly and nice. I'd recommend you give Westside another go. I don't think you'd have the same issue again. Maybe it was just a bad day.

  6. #6
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    Seems to me that every bike shop goes a little haywire this time of year. Lots of bikes in and out and things get confusing.

    Last week, WRC replaced a mellon Sram XO trigger shifter with warranty and I didn't even buy it there. They are on the pricy end though, so make sure you get an estimate in writing when you drop your stuff off. Things can add up very quickly there.

  7. #7
    percocet pioneer.
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    WRC in my opinion is an outstanding bike shop and the only one I would/will ever deal with. I'm sorry your experience with them was not so stellar : (

  8. #8
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    All bike shops have bad days, just like people. If I get bad treatment once, I usually write it off, if it happens twice, I won't go back. Everyone and every business deserves a second chance.

  9. #9
    MFin' Princess
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    Quote Originally Posted by ibelieveinsasquatch
    Wheat ridge and Westside have always been ***** to me. I will never go to either one of those places ever again. I had a psylo once.
    So, have you since found a bike shop's service department that you do like, or should we start narrowing down to consistent variables instead?

    Happy to hear about your psylo.

    Another very enthusiastic thumbs up for Westside. Consistently helpful, knowledgable, talented, fast, friendly, and all around awesome guys. Ask for Chris, you won't go wrong.

  10. #10
    It's Scotch/Romanian
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    Wasn't WRC started by a former skinny-tire-spandex-wearing road geek? I am surprised they even knew what a RockShox fork is, let alone offered to service it. If you are riding anything that has a tire wider than 3/4 inch or don't have a carpet-fiber frame well... you're just SOL.

    On a side note, I have heard that if you are an employee and reasonably good at photography, you can do a couple of discreet product placement shots and become a manufacturer's rep

  11. #11
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    Technically, it was bought by the skinny-tire-spandex-wearign road geeks' dad Eugene. I've found WRC to be pretty knobby friendly actually.

    But my mantra is- all bike shops will piss you off eventually because they don't care if you miss your next ride (or next five rides, or the entire season for that matter). The more you can DIY, the better off you are- you are the only person who wants to get you riding again.

  12. #12
    percocet pioneer.
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    Quote Originally Posted by hairylegs
    Technically, it was bought by the skinny-tire-spandex-wearign road geeks' dad Eugene. I've found WRC to be pretty knobby friendly actually.

    But my mantra is- all bike shops will piss you off eventually because they don't care if you miss your next ride (or next five rides, or the entire season for that matter). The more you can DIY, the better off you are- you are the only person who wants to get you riding again.
    actually eugene started it, now his son ron runs the place.

  13. #13
    hehe ...you said "member"
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    I've had good service at WR and even had them go to bat for me with Manitou to get a shock rebuilt (for free) even though it was technically out of warranty by three months. I had two broken frames last year and they were fast and helpful both times. That said, it is a big shop/service dept. --- I prefer the the personal feel of my smaller LBS - Green Mountain Sports (2 Fonzies!). There I know the people and can put names with faces/know who I spoke to on the phone.
    Hairylegs has the right idea - do as much of your maintenance on your own as you can - it's good to know the stufff and you'll always be back out riding faster!

  14. #14
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    With WRC having many employees, you probably talked to a really reasonable person that understands your situation. In hindsight, get their name. As for the person that helped you when you showed up, always a different take.

    I've had mixed success with WRC. I bought my first mtn bike there when I decided to come out of MTB retirement (haa haa haa). I've had some of the guys in the back be really cool with helping me out, but I lost faith when the rear triangle broke and a warranty was involved... It really depends on who you work with.

    The new place is really nice, but I get the feeling that margins are tighter. with the snazzy showroom, and center 'sales person' station, I get the feeling of a car showroom. Not my thing, but I'll buy things in there every now and then (mostly for road bike stuff for the wife).

  15. #15
    Going, Going, Gonzo
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    Ask for Doug Bittle. He's been a service tech at WRC for over 20 years. If he doesn't know the answer, he'll know who will.
    Signature? I don't need no stinking signature.

  16. #16
    That's what she said
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    In my opinion WRC has gone downhill quick since their expansion. I know the girl the OP is talking about also, I have had my problems with her also. She is clueless and should not be in the service dept. WRC used to be really good and care about your problem, now just too many young people working for them that think bikes are "cool" but don't have any knowledge to give you. Like indecent said it is hit or miss with them, I try not to go there now but when I do I make an effort to talk to staff that I know has been there for years.

  17. #17
    Motion activated
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    WRC has been good to me over the years. Above and beyond sometimes - they had Avid replace a set of Jucy 7's out of warranty due to a know defect. IIRC they even set up the bike with a loaner brake while waiting on avid. No charge on that one so I gave them a nice tip

    Haven't been in there in a while, hope things improve .
    Happiness is a warm 2 stroke.

  18. #18
    slack jawed
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    Quote Originally Posted by hairylegs
    But my mantra is- all bike shops will piss you off eventually because they don't care if you miss your next ride (or next five rides, or the entire season for that matter). The more you can DIY, the better off you are- you are the only person who wants to get you riding again.

    +1
    I've got nothing witty to say....

  19. #19
    Farva's #1
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    Yes John Cocktoastin (is that a Fletch line?), you can become a rep for a bike manufacturer. I am very jealous of that certain person.

  20. #20
    feel the Force
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    All shops have this cyclical nature (no pun intended). The level of expertise of the employees tends to rise and fall. Face it, good people willing to work for $8.50 an hour are hard to come by, and even harder to keep. All shops have bad days and good days, sure, but I recommend finding the individual in the shop that you have a good relationship with. Then when they move on, you move with them. Kinda like a good hair stylist.

  21. #21
    t.i.t.s.ceo/FR amoeba rep
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    One more for the thumbs up for wrc, when a bolt broke inside my 2 yr old stumpy. After some back and forth with the spec. rep they decided to replace my frame with the new rear fox float and upgrade the frame to a stumpy pro. WRC did a parts swap modified my 80mm fox to a 100, put a new seat post on. The only out of pocket i had was the cost of new cables $20.00 maybe. Gave me a demo because i had a moab trip planned. I thought they took care of me, although i haven't been on that bike in a couple years (only ride the singlespeed now).
    I'm a cowboy on a steel horse i ride!

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  22. #22
    My leg feels funny
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    Quote Originally Posted by IndecentExposure
    with the snazzy showroom, and center 'sales person' station, I get the feeling of a car showroom.
    I've found that car showroom has come with a pushy car salesman like experience with some of their floor staff too

  23. #23
    Stand back
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    WRC - I don't go there anymore - they're always seemingly too busy for me to get in and out quickly, and I've had numerous bad experiences. I had one guy trying to tell me that my sx did not have different shock shuttles for adjustable geometry, and that after talking to specialized, found out that the 2 numbers listed in the catalogue for ha and bb height were misprints. He didn't know what to say about the sticker on the downtube that listed both sets of numbers.
    One phone call to the Fix got me taken care of, tho.
    Last edited by dbabuser; 05-12-2008 at 03:08 PM.
    Golden Bike Park

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  24. #24
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    Quote Originally Posted by john cocktoastin
    Wasn't WRC started by a former skinny-tire-spandex-wearing road geek? I am surprised they even knew what a RockShox fork is, let alone offered to service it. If you are riding anything that has a tire wider than 3/4 inch or don't have a carpet-fiber frame well... you're just SOL.

    On a side note, I have heard that if you are an employee and reasonably good at photography, you can do a couple of discreet product placement shots and become a manufacturer's rep
    Do you really think WRC is a bad place to go, i am new here and i need to know where to go

  25. #25
    bacon! bacon! bacon!
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    Green Mt Sports is my vote.

  26. #26
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    My vote is for DIY.

  27. #27
    Thread Terrorist
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    Quote Originally Posted by inabiker
    Do you really think WRC is a bad place to go, i am new here and i need to know where to go
    If you want fork work done, go to Pedal Pushers, ask for Eric. This guy KNOWS forks! He'd done high quality work on my forks, along with all my friends. At least get his opinion, I'd value that.

    IE
    Golden Bike Park Group

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  28. #28
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    WRC really gave my buddy hell last summer when he was having problems with an avid brake and a warrantee situation. They also replaced the brakes entire brake line because it had a small kink in it ( it DID NOT need replaced and was not an issue). He found out they did that when he paid them and found his bill to be an extra $40.

    I have heard really good things about Pedal Pushers in golden (really cool shop too). Also the Fix in boulders always knows whats up—and there suspension guys are awesome (Dirt Labs).

  29. #29
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    I've had Lubby (dirtlabs) do some work for me. Good guy. Eric at PPC gives you that extra help when trying to look at things holistically. Yeah, I had leaks on my 40, but we looked at everything and tried to do more with it (I got a different spring based on my bike, geometry and my riding style). That's personal attention you can't go wrong with.

    I'll have to give the guys at Mojo some prop's too, I've had extensive fork work done there as well, great service, great quality as well!
    Golden Bike Park Group

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  30. #30
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    Quote Originally Posted by joeycmsu
    Girl at the service counter first asks me where the rest of the fork is because they can only do the full $80 fork service. I explain last week's phone call to her, and she goes back to the shop to ask around. She comes out and says "you should just invest in a new fork." I have a new bike already, thanks. Then she says they can't get the parts anyway, at which point I remind her that I brought them in with me.

    This strikes me as very rude. Am I just over-reacting? Very annoying...
    My experience in the 100 shops I have either visited or worked in is that the girl at the service counter knows nothing about bicycle repair.

    Before the misogynist retorts begin, the simple answer is to say, "Can I talk with the mechanic who will be working on my fork, or the service manager?"

    And if she can't accommodate you (or she is the service manager), then ask for her boss.

    I have only seen one girl mechanic (under 21) who I hired but she did not work out. I have worked with one excellent female mechanic and I have met a few master mechanics. But that's it compared of the hundreds of dudes I've seen holding a wrench.

    Otherwise, I won't deal with anyone junior and/or inexperienced, male or female, when I have a service issue. If I need to visit a shop, then my problem requires only the best mechanics.

    For example, the last time was to pick up seals for my Enduro E150 fork. I had called ahead and talked with a guy who knew exactly what I wanted. When I get there, the girl at the counter was nice but looked perplexed, but luckily the guy on the phone was there took care of me.

  31. #31
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    I have been dealing with Salvagetti Bicycle Workshop pretty much since they moved to their new location near the main REI. They are always great to deal with, always happy to see you, and definitely take the time to help out...plus they allow dogs in the shop, and have a coffee bar! They were totally cool with me when they helped me extensively trying out new bikes and all, and I ended up buying elsewhere. I've since been coming to them for absolutely everything else since then...even to the point I enjoy spending my money there rather than ordering stuff online for less $.

    They repaired/rebuilt my Reba SL for $75 about a month ago, and got all the parts (comp. assembly, and seals) free under warranty without a receipt from me, and it's been holding up great so far...mostly rock shox doing, but the fact they check rather than just ordering parts and charging. I have them building a custom set of 29" wheels for me now after hearing of their great, and lasting, build job they did on another friend's wheelset. They helped me out a bunch on parts cost, as well as labor since I was buying everything from them. I can't say the price was much worse than going through prowheelbuilder.com either. Money stays in CO, and problems with the wheels are a short walk away.

    -Nick

  32. #32
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    Yeah, more ragging on WRC!

    I took my bike in to get the rear shock (Fox Van R) some lovin as rebound was pretty much non-existing. After a week in the shop....Not only did they say that those shocks don't require any maintenance (huh?) the bike now had a broken spoke on the rear wheel. That was like 3 years ago. Back when I thought they were decent. If you're in that part of the 'hood, just go down Sheridan to West Side on Colfax. Newish owners, but Dave knows what he's doing.
    Biker? I don't even know her.

  33. #33
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    Salvagetti is awesome!! I give those guys a huge thumbs up!! Really cool shop-- keep your eye open for their bike demos on the trails this year too

  34. #34
    I hate bikes.
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    sounds like bicycle village service to me....
    Buffalo Creek sucks, stay in Denver next week.

  35. #35
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    The bigger question here is why SkaredShtles posted a reply to this thread that was last touched 2 years ago? Perhaps it wasn't random and you were just being efficient by using an existing thread to cut down on mtbr DB space? LOL
    Maybe there is a connection and I'm just not seeing it.

  36. #36
    Rigid in Evergreen
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    He was responding to inabiker's bump.

  37. #37
    bacon! bacon! bacon!
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    Quote Originally Posted by topmounter
    He was responding to inabiker's bump.
    Yeah. How did I end up being the bad guy in this fiasco?


  38. #38
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    He was responding to inabiker's bump.
    Oh I see now I was in the hybrid view and it wasn't obvious someone else had posted before him.

    Yeah. How did I end up being the bad guy in this fiasco?
    I was just wondering how you could be that bored to scroll back 2 years just to say something, sorry. LOL

  39. #39
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    I've had mixed experiences at WRC over the years but mostly good. I've bought 2 tituses from there for smoking deals. On one end, I had the shop press in new spacers on my rear shock when I had play on the spot so I could right that afternoon. And I once had a mechanic refuse to let me borrow his cable cutters after I replaced a rd hanger and cable in the parking lot that I bought at the shop, when I forgot mine in Summit and just wanted to ride some early season trails in the front range.

  40. #40
    Rolling
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    It doesn't take a PhD to work on a bike.

    Shop for fish or learn to fish.

    Advice to WRC, there are smart people out there. If you treat them badly, they will leave you. To the smart people out there, you don't need WRC.

  41. #41
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    I'll say this.....

    I've been around enough shops to notice that the (service) customers are often a bigger issue than are the techs/mechanics. Folks seem to fall all over themselves to impress the bike techs with how knowledgeable they are & how much they know about bikes, riding, etc.

    In my experience, if you are assertive enough to convey the point that you ride often (enough), but humble enough to demonstrate you don't know much about bike maintenance, you'll get good service 9 out of 10 times.

    If you start telling the guy what you want done and how you want it done, you're gonna get attitude. 99% of us ride bikes that are technically well-beyond the skill level and fitness we demonstrate. That's not lost on those guys. Tone it down and you'll be good-to-go.

  42. #42
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    Ummm....No.

    The sooner bike shops and sale/service techs get out of the bubble they live in where they don't have to live up to customer service expectations that the rest of the world lives up to...the better off we'll all be.

    Yes I said it.
    Biker? I don't even know her.

  43. #43
    Living the High Life
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    Quote Originally Posted by scrambledawg
    In my experience, if you are assertive enough to convey the point that you ride often (enough), but humble enough
    B.S. You're a customer, you shouldn't need to be humble. Anyone who's worked in customer service/retail/etc knows there are always as$hat customers, but that's part of the job.

    Go watch Clerks, they go over stupid customers, their choice to work there and the redundancy of their jobs. "I'm not even supposed to be here today!"

    Quote Originally Posted by SylentK
    Ummm....No.

    The sooner bike shops and sale/service techs get out of the bubble they live in where they don't have to live up to customer service expectations that the rest of the world lives up to...the better off we'll all be.

    Yes I said it.
    Well said.
    You have just been mentally Rick Roll'd. Yup you're thinking about it right now aren't you? Don't fight it.

  44. #44
    bacon! bacon! bacon!
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    Quote Originally Posted by scrambledawg
    I've been around enough shops to notice that the (service) customers are often a bigger issue than are the techs/mechanics.

  45. #45
    MFin' Princess
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    i'll say this

    Quote Originally Posted by scrambledawg
    I've been around enough shops to notice that the (service) customers are often a bigger issue than are the techs/mechanics. Folks seem to fall all over themselves to impress the bike techs with how knowledgeable they are & how much they know about bikes, riding, etc.

    In my experience, if you are assertive enough to convey the point that you ride often (enough), but humble enough to demonstrate you don't know much about bike maintenance, you'll get good service 9 out of 10 times.
    So if a customer's not humble enough for your liking, they get bad service?

    Quote Originally Posted by scrambledawg
    If you start telling the guy what you want done and how you want it done, you're gonna get attitude. 99% of us ride bikes that are technically well-beyond the skill level and fitness we demonstrate. That's not lost on those guys. Tone it down and you'll be good-to-go.
    I should be surprised by this post but I'm not. Honestly, this attitude is exactly the reason I stopped taking my bikes to WRC for service about five years ago. The sales guys are great, but the enormous attitude a customer has to deal with (too often) from their service counter is unacceptable. Not sure what's fostering it? No big loss to WRC because my husband "fishes" quite and we still buy other high ticket items there, but I always, always, always recommend Westside for service.

  46. #46
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    I humbled the WRC mechanics one time by showing them how to take apart a Polar wheel sensor to replace the battery. It took a screwdriver and 5 minutes. They thought you had to mail it back to Polar and have them replace it.

    I do 99% of my own work, but I'll give the WRC guys a thumbs up. They usually can find the parts I need (even ball bearings for a 1930's cruiser bike hub) and take their time. Sometimes you just need to get to the more experienced mechanics, don't be a dick about it, and if they go out of their way to help you for no charge, a 6-pack goes a long way.

  47. #47
    MFin' Princess
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    Quote Originally Posted by TVC15
    I stopped taking my bikes to WRC for service about five years ago.
    ... as I was saying ... it's been a looooong time.

    I just got word from a very dear friend of mine for over (omg has it really been) 30 years (sheebus!) that a whole lot has changed since they moved into their new location. Lots of new staff, better training, and an all around better scene with a focus on customer service. Very happy to hear it! With that in mind I'll be checking out their service department out sometime in the near future ... and just hope that scrambledawg is humbling his paying customers elsewhere, at a service desk far, far away.

  48. #48
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    In response to the past and recent comments posted on this forum, I am the service manager at Wheatridge Cyclery, I have worked at the shop for seven years and my counterpart Doug has worked here for twenty six. It has always been our goal to provide not only the best service for your bicycles, but also the highest level of customer service possible. While we have most certainly failed in this at times, I can assure you all that the quality of our staff is second to none and the combined experience level of our staff is as good or greater than you will see anywhere in the industry. We take a huge amount of pride in the work we do and take great pains to ensure that our staff is trained and supported to the utmost level. I will acknowledge that at times we may not have met our own expectations nor yours and may not have served our customers to the best of our ability. We are lucky to be in an area where there are many great shops to compete with, and realize that you all have a choice of where to take your bike for service. I can promise you with the utmost sincerity that our staff is the best that it has ever been and we will continue to provide quality service to the best of our ability and continue to improve on that.

    If anyone EVER has a problem with Wheatridge Cyclery or our service department, I encourage you to step from behind the anonymity of the internet forum and let myself or Doug know personally how we can better serve you. You can reach Doug or I at 303-424-3221. My extension is 127 and Doug's is 122. You can also reach us through email at natee@ridewrc.com or dougb@ridewrc.com. Thank you all for the opportunity to learn more about our business from an outsiders perspective and for giving us the opportunity to improve.

    Sincerely,

    Nate Espinosa
    Doug Bittle
    Wheatridge Cyclery

  49. #49
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    Proving a point......

    Wiggs just proved my point...If you tools didn't go in there trying to "humble" the techs with your spectacular bicycle knowledge, you'd get treated a bit better.

    If bike techs, hikers, equestrians, DHers, trail runners, dogs, ipods, gapers, touri, etc, all stand in the way of your enjoyment of mountain biking , maybe you should find a more solitary pursuit when interaction with other humans is infrequent.

  50. #50
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    Quote Originally Posted by scrambledawg
    Wiggs just proved my point...If you tools didn't go in there trying to "humble" the techs with your spectacular bicycle knowledge, you'd get treated a bit better.

    If bike techs, hikers, equestrians, DHers, trail runners, dogs, ipods, gapers, touri, etc, all stand in the way of your enjoyment of mountain biking , maybe you should find a more solitary pursuit when interaction with other humans is infrequent.

    Wait, how did I prove your point??

  51. #51
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    Well, 2 years later and I will say that WRC did end up doing the bushing replacement job correctly and quickly. It was just the attitude I could do without. Kudos to you Nate for backing up your shop.

  52. #52
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    Quote Originally Posted by scrambledawg
    If you tools didn't go in there trying to "humble" the techs with your spectacular bicycle knowledge, you'd get treated a bit better.
    A tool is someone who doesn't realize the customer is the reason the shop exists.
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  53. #53
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    Quote Originally Posted by joeycmsu
    Well, 2 years later and I will say that WRC did end up doing the bushing replacement job correctly and quickly. It was just the attitude I could do without. Kudos to you Nate for backing up your shop.
    Thanks for the feedback Joey, that attitude you had a problem with has no place in our store. Come by the shop any time! Track me down and say hi if ya get the chance!

  54. #54
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    Quote Originally Posted by scrambledawg
    Wiggs just proved my point...If you tools didn't go in there trying to "humble" the techs with your spectacular bicycle knowledge, you'd get treated a bit better.

    If bike techs, hikers, equestrians, DHers, trail runners, dogs, ipods, gapers, touri, etc, all stand in the way of your enjoyment of mountain biking , maybe you should find a more solitary pursuit when interaction with other humans is infrequent.
    CSI Customer satisfaction index, live by the sword DIE by the sword! Good luck with that attitude. That's rite all those billion dollar company's don't know sh!$% about service operating in the black, see the big picture. Toyota, Honda, Subaru, Yamaha, ect. You can loose a dealership through poor CSI in service. Lots of other places do service and SELL new products, parts and accessories! I go for service and leave with a new bike cause your Neanderthal a$$ pissed me off so I went some ware that my dollar is appreciated.

    Nate: if you really want to handle any type of service issue might I suggest a incentive to customers to complete said survey. I'm sure you have taken them or at least seen them , were you greeted promptly, was the company representative helpful, did the rep make a effort to fully understand your request or problem, was work completed correctly the first time in ect, ect, ect. Might I point out we talking about bikes that cost more then some cars or motorcycles.

    I have stoped in and was treated well both by sales staff, and service. I have not had any work performed in service.

  55. #55
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    I'd like to give a shout out to Nate at WRC. Fantastic service, full attention to detail, and a few years back taught me how to overhaul my Mavic hubs (for free instead of charging me $20 to do it). I've caught attitude at most of the shops in Denver and Golden at various times over the years including WRC and believe everyone has bad days. In the majority of those shops I've also received outstanding attention and service as well. If you have a shop and crew that you like, support them and continue to build that relationship. It'll pay huge dividends!

  56. #56
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    Wah?

    Quote Originally Posted by overthehillbilly
    CSI Customer satisfaction index, live by the sword DIE by the sword! Good luck with that attitude. That's rite all those billion dollar company's don't know sh!$% about service operating in the black, see the big picture. Toyota, Honda, Subaru, Yamaha, ect. You can loose a dealership through poor CSI in service. Lots of other places do service and SELL new products, parts and accessories! I go for service and leave with a new bike cause your Neanderthal a$$ pissed me off so I went some ware that my dollar is appreciated.

    Nate: if you really want to handle any type of service issue might I suggest a incentive to customers to complete said survey. I'm sure you have taken them or at least seen them , were you greeted promptly, was the company representative helpful, did the rep make a effort to fully understand your request or problem, was work completed correctly the first time in ect, ect, ect. Might I point out we talking about bikes that cost more then some cars or motorcycles.

    I have stoped in and was treated well both by sales staff, and service. I have not had any work performed in service.
    I don't even know what this says.

    To be clear, I am not (nor have I ever been) a bike tech or employed by a bike shop. I've just seen enough of the tools who come in with huge attitude trying to "humble" (Wiggs' words, not mine) the service techs with their other-wordly bike knowledge.

    I mean, if that's where you find your source of self-esteem then I feel badly for you. Great. You have a cool bike and know your way around a bike bench. WOWEEWOW. U R Kewl.

  57. #57
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    Sorry, too many not-so-good experiences, so have not been there in a couple of years. Plus I can get things cheaper elsewhere...much cheaper, so I don't see the point unless it is an awesome shop.

  58. #58
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    The Good and the Bad

    I have had both experiences with WRC. I do believe the work that they do is good. I just bought a bike from WRC and have had a few issues with it. I am not upset by that, its not their fault, but the customer service aspect is lacking for sure.

    The way I see it, there are 10 people walking around selling bikes and one or two dudes working the service counter. I waited for 15 minutes to get acknowledged and could see my bike sitting right there to be picked up. No money needed to be exchanged, just had to grab it. That was a bit frustrating.

    Next time I dropped it off the guy told me it would be ready the next day by 5. I called at four only to find out it never got checked in. They got it done but if I had not called it would not have been done for who knows how long.

    Just seems like there needs to be more people working the service counter or sales people who are allowed to help out when customers need to pick up and drop off..
    BBZ

    Beer is proof that God loves us and wants us to be happy - Benjamin Franklin

  59. #59
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    WRC sold me brake pads before they opened one morning. That was cool.

    Someone else mentioned The Fix. I'll never go there again after a couple bad experiences.

    1. Order handlebar for $X. Go to pick it up and get charged more. I told the dude working there that it was X when he ordered it, and that's what I want to pay. He said prices went up, so sorry.

    2. I take my bike in because a bearing was seized to a pivot bolt. I asked if they could drill it out if needed (I don't have a press), and they said they can do it. They tell me to come back and pick up the bike a couple days later. It's not done a couple days later. A couple days after they said it would be done I call back and ask them what's going on. I'm told to come pick up the bike later in the day. I get there and they didn't fix it. I ask why, and the dude working there said "well, you were kinda rushing us. Besides, I don't think I can drill it out without damaging the suspension link." Not only that, but the a$$hole charged me for replacing all the other pivot bearings, and didn't do the job I asked for. All I got was attitude and excuses.

    I'll never be back to The Fix.

  60. #60
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    They SUCK

    I went there a few weeks ago with a friend so he could drop $6000 on a bike. I just needed a helmet and some other odds and ends. I couldn't get anyone to help me! There were employees standing around doing nothing, yet none would come over to offer me any help. When I finally did get someone to help he was a condescending douche bag. The people there have such a sense of entitlement it is unreal-plus their prices are ridiculously high. The bottom line: THEY SUCK!!!!

  61. #61
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    WRC has been in business for over 30 year.......you think because they suck?!
    Quit your B*tching and go to another shop if your not happy.
    Last edited by DH Dominator; 05-02-2010 at 08:01 AM.

  62. #62
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    How many here have any time on the retail floor or wrenching at a bike shop?

    Not just a summer or two but time ... ?

  63. #63
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    A few points...

    The experience you had at WRC is unfortunate and valid.

    But, I commend Nate for responding and for posting both his and Doug's (the service manager's) info and welcoming direct contact. If you missed that, see Nate's previous post. Nate has validated your bad experience and is offering to make it right. That is stand up.

    A bad experience from time to time can be had at any shop but in my experience WRC has been nothing but great over many years.

    Also, a few notes about WRC many of you probably don't know:

    #1 - They treat their employees better than any other shop I know offering a full benefits package and profit sharing opportunities that are usually unheard of with privately owned shops.

    #2 - That "guy" who owns it now is an incredibly humble and great guy named Ron Keifel. His father started the business and now Ron runs it along with a handful of other managers that have been there a long time. But, many of you may not know Ron's history and he's too humble to talk about it. He is a 7 time Tour de France racer, having won a stage and he's also an olympian. Most important though, he's a really great guy. Check out his bio here: http://en.wikipedia.org/wiki/Ron_Kiefel
    My most brilliant achievement was my ability to pursuade my wife to marry me. - Churchill

  64. #64
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    My first experience at WRC

    I decided to go and check out their tires after finding out they carried Specialized 2Bliss tires. I was pleasantly surprised by how nice the shop was from the outside and upon entering. The layout was very spacious and open and it was pretty busy this Sunday. I briefly looked at the sweet bike selection they had and was most impressed!

    As soon as I walked over to the tires I was promptly greeted by Charlie who was very knowledgeable and helpful with all my tubeless tire questions. The tire selection was also one of the best I've seen. The girl at the service counter was also nice and mentioned that she rides a Specialized Eskar Control tire and really likes it. So, I got 2 Specialized Eskar Control tires and Stans and was satisfied. Overall, I was very impressed with my first visit to WRC.

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    I've always been treated well at WRC......you pay a little more, but you also get a little more.
    Great Job WRC

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    McDonald's has been in business longer than that...doesn't mean they don't suck. Just like McDonald's, they're in business because of idiots like you who don't know enough to go somewhere else. Don't worry, I will go somewhere else.

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    I'm happy with my happy meal! If I was not, I would go to another shop and not b*tch like like you girls......

  68. #68
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    Wrc

    Yep, we all vote with our dollars. To each his own.

    I have little concern that 30 plus years of quality service and a staple of the Colorado cycling scene will disappear overnight. Or, let's just say I have about as much concern about it as McDonald's going out of business tomorrow.

    One last comment on WRC that I forgot in my previous post is all the support they give to the local bike scene, trail advocacy, etc. Plus, if you get a chance they put on one heck of a demo day.
    My most brilliant achievement was my ability to pursuade my wife to marry me. - Churchill

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    For west metro shops, i would go back to Green Mtn Sports or Mojo any day, treated well in both, fair prices and honest. Nothing against WRC, but its is nice to recognized the person helping you in a smaller store; and on that note, if I have the time to drive up to Lyons, I'll go to Redstone.

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    Shouldn't you be out riding your bike rather than the people at WC's jock? What are you their cheerleader? I live in the neighborhood. If you want to continue the name calling we can do it in person....

  71. #71
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    Did you not call me an idiot?
    Please reread your posts, you may want to edit.

  72. #72
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    I'm actually a big fan of WRC. I showed up last December to pick out and buy a Yeti. I live in Parker, so it's a drive, and got there roughly 30-40 minutes before they closed. It just so happened that they were having their Christmas party that night, and had the whole floor cleared of bikes and getting setup for the party.

    It was apparent the employees were getting pretty excited about their evening, but I was helped withing 30 seconds of walking in. I told the sales gal exactly what I wanted (an 2010 575, large, in white with the race kit). While we're in the process of ordering it and getting everything else wrapped up (took around an hour), every single employee there was helping move tables around, chairs....etc, however every person that walked by said "hello" and asked if I'd been taken care of.

    I don't mind driving from Parker because I've always been treated great there. In fact Nate helped me with a chainring issue I was having recently, and even brought out his carbon ASR-5 for me to ride around to see how his 2X9 shifting felt. Not many employees would hand over the keys to their rig to someone they haven't met before.

    Sure, it's not a small, local shop. It's big, full of high-end bikes to drool over, an army of employees and customers everywhere. But in my experience, I've always been taken care of in a friendly, quick, and professional way.

    BTW, I'm not riding WRC's jock. Tthis thread is for people's experiences at that particular shop.......and here's mine.
    Maintain internal heights.

  73. #73
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    They charged me for services they did not perform last year. It sucks I didn't check the bike over before I left the store. When I called to discuss, the service manager (I think it was Doug, but not 100% sure) was very attentive. He instructed me to bring my bike back to the store and he completed the services while I waited. That being said, I do love going to the store when I'm in the mood to browse. I should also say they did do a GREAT job rebuilding my SID, which is not an easy task. Will they get my business in the future? I'm still on the fence...

  74. #74
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    FWIW, Wheat Ridge went out of their way to get me the frame I wanted from Yeti. They basically drove right down to the factory and back with my frame.

    10 thumbs up!

    I think the thing with big bike shops is if you already know what you want before going in, you benefit from their large inventory and "special" relationship with the certain companies.

  75. #75
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    WRC has great service!

    I generally support my local shops in Golden - Pedal Pushers or Golden Bike Shop. Both excellent service!

    I have purchased bicyles at WRC in the distant past and recently had excellent service there. I needed to get service on my hydraulic brakes (in a timely fashion before a race). Both of my local shops were backed up with their service dept. So I called WRC and asked how soon I could get scheduled for service, they said bring it in today and we'll have it done no later than tomorrow.

    Yes WRC is a big shop and they likely DO NOT know you by name, but they have great mechanics and a LARGE service dept. The ability for me to have my bike back in operation in 24hrs is reason enough for me to return to WRC.

    I can't say I will only go to one shop. But WRC is high on the list of shops that I will continue to support.

  76. #76
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    SInce this thread is hyping shops up- if you want great prices and service- I recommend Mojo Wheels. Talk to Bob the manager for prices and deals and let Mike, Max or Nick(?) work on your forks/wheels/ hard stuff to fix. They know bikes- even the xc stuff.

    I barely ever sense the attitude thing- even when I insisted on wanting to buy the wrong bike. They persisted on convincing me to get the 2010 Enduro SL expert, when I wanted a 09 SX with custom parts build. Even though it was Bob's personal frame, he pleaded with me to buy the medium enduro and not his short SX. He even let me ride his 2010 enduro s-works to compare. His reasoning was I would hate the SX for aggro xc rides longer than an hour. And prolly destroy pedals/cranks due to rock strikes. The shop guys and race team guys let me ride a race- prepped SX, all while convincing me NOT to buy it. SO I bought the enduro and of course I agree that the guys were right and it was a very wise choice and the price was a screaming deal.

    I love the work they do on forks, suspension bits and wheels/hubs, which is all I ever need anyway. Mike makes a fork work like a dream- you should head over and ride the 2010 Enduro Sworks E-160 he just gave love to- it is simply amazing. He rebuilt my old Pike last year and it was better than brand new.

    When I am at Mojo they treat the common customer like royalty and work on their bikes on the spot- often fixing extra things for free to ensure the safety of the rider who does not maintain their equipment well.

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