JAX- Irvine

[TooManyTacos]

Yeah, I don't see much of a problem with charging $10 to change a tube, as long as the customer is quoted the price up front. Then it's up to the buyer to decide whether it's worth it or not. Some people would rather have the shop do that kind of work than bother with it themselves--and if they've got $10, then it's no skin off my back.

I bought a blue Trek water bottle from Jax about four years ago. Still have it.

[sanantonioascent]

Originally Posted by Winger

Huh?




LOL...my money is on Sanantonioascent being connected to Jax and coming to save the company name with some positive feedback. This was his first forum post.

Ha Ha! I've lurked on this board for a long time and never posted. After I saw the Jax reviews yesterday I signed up because I like the guys. I bought my Trek there a ways back, don't go in too much but they're my shop. Brent, next time I come in you'll know who I am. Thanks for the welcome winger. See Y'all on the trails.

[madridg]

Let me start off by saying I think everyone has had an "experience" at every shop in the area. Name a shop, I'm sure we can find someone to post about their experience.
I purchased a trek 5.0 road bike from Jax Irvine a few months ago. I had a serious warranty issue about 28 days into ownership , the seatstay pulled away from the dropout. Jax stepped up an offered to handle the warranty issue with Trek. However, the issue got old after 3-4 weeks into it with very little activity. Jax gave me a loaner which was cool, but the core warranty issue still was not resolved- I was ready to use the 30-day return policy when owner David Hanson called and stepped in to resolve the issue. He was able to get me my replacement bike within a week(!).
I'm not sure what to think about Jax- they took some time to take care of me, but they did at the end of the day. I wish they had done it sooner and I would be an ecstatic Jax supporter, but it took about 4+ weeks and the owner to resolve it. Would I buy from Jax again? Yes, I would give them another shot.
PS- a follow up postcard after the issue was a nice touch.

[Winger]

I have a friend who had an issue with not being able to unscrew a rotor bolt. He took it back to Jax Irvine nearly a year after his original bike purchase and Jax warrantied the entire wheel and got him a new one.

[Innes]

I've only been to the Jax in Claremont, so I can't really comment on any of the other stores, and this may already have been mentioned, but I was just reading in my IMBA Trail News that Jax will be matching Trek's donations to IMBA for their "One World, Two Wheels" (or what ever it's called) campaign. That makes them pretty cool in my book!

[BrahMa]

Let me recount a story from JAX a while back. I wanted a smaller front chainring for my kid's bike.

Me "I'm looking for a smaller front chainring for this bike."

Salesdude "We don't have one"

Me ... blank look....

Salesdude ....blank look returned...

Me "Do you think you could get one?"

Salesdude "I don't know, I'll have to look in the catalogue" - Salesdude does not make any effort to actually do this.

Me "Okay, do you think you might be able to look for me"

Salesdude "Uhh, okay, I'll have to find it"

Rummaging around for a while ensues. QBP Catalogue is found. Searching in catalogue ensues.

Salesdude "No, we can't get one"

Me "Okay thanks"

I immediately headed to The Path, where they had one in stock. I"m sure that QBP didn't have the right part, right?

Even though I can literally walk to this shop, I will never set foot in there again.

BrownTrout, before you say "Give us another chance", this was only one story of many strikingly similar incidents I had there. A joke of a shop.

[Cowgirl]

We would like to Thank Jax Bicycles for their continued sponsorship this year of our Warrior's Society events. The product they donate is put into our raffle to hand out at the events! Thanks for your continued support....without shops like yours we wouldn't be able to put on our events! Thanks Again!!

Sherry Panttaja
Warrior's Society

[brownlandshark]

Originally Posted by BrahMa

Let me recount a story from JAX a while back. I wanted a smaller front chainring for my kid's bike.

Me "I'm looking for a smaller front chainring for this bike."

Salesdude "We don't have one"

Me ... blank look....

Salesdude ....blank look returned...

Me "Do you think you could get one?"

Salesdude "I don't know, I'll have to look in the catalogue" - Salesdude does not make any effort to actually do this.

Me "Okay, do you think you might be able to look for me"

Salesdude "Uhh, okay, I'll have to find it"

Rummaging around for a while ensues. QBP Catalogue is found. Searching in catalogue ensues.

Salesdude "No, we can't get one"

Me "Okay thanks"

I immediately headed to The Path, where they had one in stock. I"m sure that QBP didn't have the right part, right?

Even though I can literally walk to this shop, I will never set foot in there again.

BrownTrout, before you say "Give us another chance", this was only one story of many strikingly similar incidents I had there. A joke of a shop.

....

[Trizz]

Well to add to this thread regarding Jax Irvine, i will never go there again, just read this thread Rear Derailleur Pulley

i spent alot of money there for them to nickel and dime me for a few cheap parts, also when i got my bike was told free tunups for a year, well when go in with brake problems, i was never told the tune up didnt cover hydrolic brakes. so, my experiences wasnt that good, but i will say that there was one cool saleman, i cant remember his name though.

[Jordansrealm]

The day I go into ANY Jax store and feel like someone actually WANTS to help me or even remotely LIKES their job I will shop there. Every time I go in its young kids running around goofing off and maybe you will get a "Oh hey can I get you anything" if you are lucky. Ask a question, good luck getting a real answer!

[G-Ride]

I'm sure there are others that will agree with me, but this is exactly why I do all of my own bike work - builds, maintenance, everything. The tools aren't that expensive if you buy them incrementally. Invest in a good bike stand and do it yourself. It will save you money in the long run and you will know it's done right. Things like ghost-shifting, broken spokes, and rim tape are so easy to fix, it's almost criminal to me to go to a bike shop for stuff like that. It's just a bicycle. It's not that hard. DIY!

[strobelite]

i used to work in lb, and hb, and we allways had a way to get parts and make the customers happy- transfers, hb used to have a huge bmx section, so i have half a mind to call the 'blank look' sales guy lazy.

i worked there for 4 years- ask riteway pat ir gm robert about devin, and they will back me up on this one.

anyways, it was a great shop to work for, from the original jack, to the new owner dave.

if anyone has problems with a certian employee or false information, sounds like you should ask for brent, as it seems he is eager to please.

[station]

The best thing about Jax Irvine is that L&L Barbeque is right there so you can have some tasty food after your lame trip to the bike shop. Every time I go there it's bad. The last time I went to check out this amazing sale they had on an 07 29er. I called and talked to a guy about this, he said they had my size in stock, and at like $850 for last years(07) 29er. I was so happy I ran right down after work. I come to find that not only do they not have it in stock but they would be willing to order a new 08 for only $1400! What a deal! Thanks guy, that more than makes up for the redacted you just pulled! Yeah I want to spend $500 more than what I talked about on the phone!

redacted.

[brownlandshark]

Originally Posted by Jordansrealm

The day I go into ANY Jax store and feel like someone actually WANTS to help me or even remotely LIKES their job I will shop there. Every time I go in its young kids running around goofing off and maybe you will get a "Oh hey can I get you anything" if you are lucky. Ask a question, good luck getting a real answer!

......

[kdog4130]

Originally Posted by Jordansrealm

The day I go into ANY Jax store and feel like someone actually WANTS to help me or even remotely LIKES their job I will shop there. Every time I go in its young kids running around goofing off and maybe you will get a "Oh hey can I get you anything" if you are lucky. Ask a question, good luck getting a real answer!

This post is just plain mean spirited. Jax pays more than most local shops in the area, if not all. Do you know a Jax employee???? If not, how can you possibly comment about US not liking our job??? So completely ridiculous. Sounds like you just want to bash, so I'll go ahead and let you. I LOVE my job, and get paid EXTREMELLY WELL, ALONG WITH ALL OF OUR OTHER EMPLOYEES. Get you facts straight before you decide to slander our shops please. Respectfully, Ken.

[station]

Originally Posted by brownlandshark

My name is Brent, I manage the irvine store. I am 36 years old and have worked in bicycle shops since I was 14. I like my job, work hard and have no idea what the "running around and goofing off " thig you speak of is. It's not in Irvine...........and this is where you posted it. Have you even been in this store. The youngest guy we have is 23 and he works very rarely.
As for the 29er...............You got me on this one. We have some 07 x calibers for $999.99. I think 17.5 only. Did you ask or know what size you needed before you called? 07's are gone and we would have to order an 08 if the size was not there. We don't bait and switch.that is a serious accusation my friend. Bait and switch is against the law and I would fire an employee straight away for doing that. Once again if you felt you were being slighted or bait and switched why did you not ask for a mangager before going online saying we bait and switch. I never heard of any problem regarding this.
I would politley ask the mods to edit the bait and switch comment from the above post. That is not how we work and if I knew who you were I'd go after you for Slander. bait and switch is illegal in California and a very serious accusation without proof or a single complaint to a mangaer.

ok fine. I'll change to "redacted" if you are going to fuss. America is about free speech, but lets move on.

Here is the story in detail. I called asking about a 19" 29er probably about a month and a half maybe 2 ago. The guy on the phone told me you had a 2007 19" in stock and on sale at the time for around $800 maybe a little more but under $900 for sure. I was excited because I was looking online at two bikes. One was a Gary Fisher the other a Motobecane. I didn't really want to buy the Motobecane if I could get the GF at a decent price. The parts were almost the same on both bikes. The Motobecane did have hydro brakes, but a Tora shock. The problem is you can't test one out. I noticed that the GF had almost the same geometry so I thought at least I could try that out and if it feels good I wouldn't feel so iffy about buying the Motobecane online. When I found out that the 07 GF was on sale and going to be about the same cost I rushed over after work to check it out. When I got there suddenly there was no 19" in stock. I was offered the ability to order an 08 but if I wanted to spend $1400 I would just get a specialized. You see I was very specific about the size because at the very least I needed to try out a 19" 29er. And on top of all this I was coming from Dana Point so I had to fight traffic to get there. Not having the bike was like a double punch in the face.

[brownlandshark]

Originally Posted by station

ok fine. I'll change to "redacted" if you are going to fuss. America is about free speech, but lets move on.

Here is the story in detail. I called asking about a 19" 29er probably about a month and a half maybe 2 ago. The guy on the phone told me you had a 2007 19" in stock and on sale at the time for around $800 maybe a little more but under $900 for sure. I was excited because I was looking online at two bikes. One was a Gary Fisher the other a Motobecane. I didn't really want to buy the Motobecane if I could get the GF at a decent price. The parts were almost the same on both bikes. The Motobecane did have hydro brakes, but a Tora shock. The problem is you can't test one out. I noticed that the GF had almost the same geometry so I thought at least I could try that out and if it feels good I wouldn't feel so iffy about buying the Motobecane online. When I found out that the 07 GF was on sale and going to be about the same cost I rushed over after work to check it out. When I got there suddenly there was no 19" in stock. I was offered the ability to order an 08 but if I wanted to spend $1400 I would just get a specialized. You see I was very specific about the size because at the very least I needed to try out a 19" 29er. And on top of all this I was coming from Dana Point so I had to fight traffic to get there. Not having the bike was like a double punch in the face.

Thank you. Trying hard to understand this one as we only stocked the x cal 29 er and they were $999.99 on sale. Which 29er were you looking for.

[station]

Originally Posted by brownlandshark

Thank you. Trying hard to understand this one as we only stocked the x cal 29 er and they were $999.99 on sale. Which 29er were you looking for.

Look, you're probably a really nice guy and do your best over there. I really can't blame you for some guy on the phone who may or may not have known what he was talking about. I've even had shitty service at The Path* at times so don't feel bad. You're getting a lot of crap right now and I feel like it's maybe way to much. I'm going to give Jax another chance. If you're there I'm going to buy you a BBQ chicken (mini) and make peace.

*Lets not get started on The Path. It's an amazing place full of love and joy. One time I went in and I was super new and didn't understand why I wouldn't put a spring shock with 6" of travel on my xc bike designed for 100mm. The guy was all "whatever" instead of explaining to me all about how a huge spring shock would not fit the bike. He probably had a bad day who knows. Every other time they are amazing and have more parts in stock than I would ever need.

[brownlandshark]

Originally Posted by station

Look, you're probably a really nice guy and do your best over there. I really can't blame you for some guy on the phone who may or may not have known what he was talking about. I've even had shitty service at The Path* at times so don't feel bad. You're getting a lot of crap right now and I feel like it's maybe way to much. I'm going to give Jax another chance. If you're there I'm going to buy you a BBQ chicken (mini) and make peace.

*Lets not get started on The Path. It's an amazing place full of love and joy. One time I went in and I was super new and didn't understand why I wouldn't put a spring shock with 6" of travel on my xc bike designed for 100mm. The guy was all "whatever" instead of explaining to me all about how a huge spring shock would not fit the bike. He probably had a bad day who knows. Every other time they are amazing and have more parts in stock than I would ever need.

Dude, that mini chicken's good huh? I love it. Thank you. That place sucks a lot of my money by being next door. Well I harbor no Ill will. My name is Brent. I'm skinny and tall with Glasses (sometimes) and no eyebrows.lol...

[2wheel_lee]

This is interesting. We can see both sides of how customers (or clients as Brent says) can be treated.

On one side, you can see how representatives from shops, such as The Path, Switchback Cyclery, Adrenaline, etc. respond when being called to the carpet for their incidents of poor customer service, and the efforts they take to resolve them.

On the other side, you have these guys from Jax. Every post adds another car to the wreck. Just from the animosity shown here alone, there's no wonder customers don't feel comfortable addressing the issues with the staff. That bad attitude seems to start from the top down. This is only an observation. Too bad. Threatening their customers with litigation because they spoke about their experiences and opinions? Come on!!!