Customer Service, what customer service?

I posted this in another forum, and thought its worthy of being posted here too, as I am pissed.

On my ride this past sunday I came across a couple riders and started talking with them as we rested. We were doing the typical "nice bike, yada yada yada" stuff and it turns out that the Ellsworth Moment he was riding was a LOANER bike from The Path. I guess he had an issue with his rear brake caliper on his Ellsworth that he had purchased from The Path and he didnt want to be without a bike for the time his bike was going to be down and they offered him the Moment as a LOANER bike, all because of a brake caliper issue. That is amazing customer service to me, that the shop would give him a loaner bike, better yet, a Moment.

I wish the "other" so. cal shop where I bought my new frame that came with a bunk DHX 5 Coil shock offered more than just sending it back to Fox for me. From now on The Path will get my business in the future, as nothing as been done to accomodate me regarding the issue. This was my first experience with purchasing a frame/shock from this shop and I feel disappointed and let down with the lack of effort to take care of the matter at hand. Isn't it the responsibility of a retailer to take care of their customers? I know for a fact there was another frame in stock (same size/make as mine) which also had the DHX on it and it seems that a reasonable solution would have been for them to pull that shock off the other frame and put it on mine for me, then they could send in my bad shock and deal with the situation. They offered to look for a loaner shock for me, but apparently they didnt have anything in at the time. I called back a week later to see if any loaner shocks have turned up, still no luck. A month has gone by since the ordeal happened and I have given up on them "calling me when a loaner shock comes in". I was repeatedly told that they are "just the middlemen" when it came to selling the product and there was nothing they could do other than sending the shock in for me. Maybe they could take a lesson from The Path regarding customer service.

I know there are going to be those who may know what shop I'm talking about, and they will have nothing but positive things to say, but my one and only experience with this shop has been a let down.

It would help if you could name the shop, so that we can assess your experience when considering shops.

Your being honest, so you have nothing to be worried about in stating your truthful opinion of this shop.

The Bike Co. is guilty of letting me down after dropping over a $1,000 on a new frame and a BUNK Fox DHX 5.0 Coil shock and not taking care of the situation.

[Evel Knievel]

Now if a Path banner was put on this site , I would get behind that.

[Big Guy]

...and "The Path" sunday ride are always great (not even mentionning the Bike & Beer rides)

I have spent a lot of money at The Path in the last 3 years and I always had the best advises, best service, best deals. Anybody can sell a bike but only a good shop will make you love your bike.

I second the PATH Banner! Call up Tani!

...shoulda, woulda, coulda...

you can bet my next big purchase will be from The Path and NOT The Bike Co.