Discussion in 'Bike Shop Reviews' started by guero, Feb 18, 2007.
Oh for pity's sake.
Feel the need to 'get the last word in' much?
+1. I have to go there sometimes just to take my kids to see Kimi. :lol:
I meant it as I wrote it, not as you think I want it to mean.
I hope you have a better day today.
You people better be careful, he's going to sick one of his birds on you!
FWIW It's KOOL-AID not cool-aid. Just sayin'........
As of 8 hours ago you sure as heck have not "gave up" on the path.
I've had several friends go into the path and feel "ignored" or feel they got "bad service" or over charged. Over the last 2 years I've noticed a huge improvement on simple customer service basics, saying hello, asking if their looking for anything specific, ETC. This was a result of negative reviews, reviews that weren't rebuked by the so called "cool aid drinkers".
I had a close friend go into the shop and get ignored. You know what he did? instead of leaving the shop with a warped sense of entitlement, then running to online forums to bitch, he told an employee that they were very rude to let him walk around the store for 5 minutes without being addressed. Guess what? They then had a human interaction and worked things out. Weird right? Grown ups doing grown up things like communicating face to face to resolve their problems.
I don't go into the Path much. Of course, I don't go into any shops much. But, I have a great deal of respect for Tani and the guys there. They are very supportive of the sport, even volunteering to help out SHARE's kids rides with a free little clinic in the past. I'm not going to make assumptions or try to guess why someone's single experience has left him so hurt that he feels the need to lash out against a shop at every chance. Instead, I'll share a little story that a friend of mine had told me.
As some of you may know, my daughter rides at the velodrome with a great group, including some master's riders who have a TON of experience. One of the guys was trying to get his wife back on the bike, after a few years of just watching. She finally decided to try a mountain bike, so they headed to a few shops. From the sound of it, finding a bike for her was like Goldilocks looking for porridge-this one is too big, this one, too small, repeat. Worse yet, the shops would try to convince her to get the bike anyway. Desperate for something, and about to resolve to sitting in the stands, the couple heads to the Path.
Neil listened to the story, took a good look at her, told her to wait a sec, and pulled out a bike. She sat on it and knew it was the right one. No hassles, no harsh sales tactics, no BS, just straight forward knowledge and customer service.
Now, this guy has a few bikes already, and no interest in adding to his collection; he is serious about his training on the track and that's his focus. But, he was so impressed by Neil pulling out the perfect bike without a second thought (after all the hassles that they had gone through), that he began to chat with Neil a bit. Neil wasn't rushed, didn't push them to the register, and seemed to enjoy their conversation. Neil had already made the sale, what good would talking do? Well, this guy was so impressed with Neil that he opted to test Neil's knowledge a bit and sit on a bike. Turns out, Neil knew the perfect bike for that guy, too. After all, you can't send your wife out on the trails alone.
Thanks Neil et al. It's nice to have a shop who you can count on (much love to my local shop, too--you're both great).
Has it been raining down there? Seems like the keyboard warriors are out in force these days and the drama factor is high.
Since moving up north I've found a much better outlet. Cyclocross.
There are a lot of shops up here in Portland, but I still haven't found one I like as much as The Path. Tani and crew have certainly created something special to inspire such passionate loyalty (and hate).
Sellwood Cyclery Repair was pretty great when dirtvert and I went in there with a broken BRAIN on his Spechy back in July on our vacation. I bought a Sultan on consignment and they swapped over all the necessary parts from his Spechy to my Yeti, and then from my Yeti to the Sultan...it was a three-hour long ordeal, but those guys were great through the whole process...when we go up to Portland again, we will certainly stop in to say hi!
Couldn't agree more.
Made my first visit to the Path this past Saturday to pick up my reverb, it was crowded but the employees still said hey, hows it going, can I help ya. I was OAM to just pick up my seat post, but still grabbed a set of new grips while I was in there. Pleasant experience and I was in awe of how big the shop was, the few shops I go to locally are less than half that size.
For more than a decade I have been a customer, I have bought 4 bikes from The Path and broke more components, frames and hubs than most. I always had GREAT service, I always been welcomed as a friend. When I had a problem, I always discussed it with Tani and he ALWAYS made sure I was satisfied.
You managed to alienate a few of the friendliest, most passionate for the biking community guys I have ever knew.
I think I can safely guess that all your neighbors are very annoying, even when you moved you had trouble with the new neighbors, your local Starbucks never get your order right, your coworkers are all morons, people on the road always get in your way and never let you by. So, to this list, you can add me and a big part of the STR community who just don't need you in our community.
Can you imagine the combination of your interest in mountain biking and being banned from The Path? That would be pretty rough
OK, a customer was not pleased with the service he got and chooses not to go back. That business has every right to refuse service to that customer again and that's ok as well. Both parties will move on and will be fine so now lets allow STR move on.
I think enough people on here have said what they needed to say and hopefully the rest who didn't post, GETS IT by now.
I really have no dog in this fight. I like the Path and have shopped there many times, but individuals here should be able to post a review, good or bad without having the entire village shun him/her for that. At the same time, any negative reviews should remain respectful and not resort to name calling. Remember to take the emotion out of it before submitting your reply.
Tani and staff do a great job and the growth and popularity of shop speaks for itself. Those who support the Path don't have to come to it's defense every time. Just like any business, some love it and some won't. As long you continue to please the majority, you're doing something right. Take McDonald's for example(not saying the Path is like McDonald's), everyone here will say they hate it and the food sucks, but it continues to serve millions.
was at The Path today to check out some forks..after just maybe 20 mins..walked out of there with a big smile.
many thanks to Raul and Neil for the super awesome deal on the Boxxer fork!!:bang:
the Path rocks nothing but positive vibes
After hearing all the love for the Path, I thought I'd check them out and buy a new wheelset from them.
Three straight days, three straight disappointments.
Friday, went to check out the clearance Crossmax ST wheelset advertised prominently on their clearance page. Oops, sorry, we already sold them. But we'd be happy to sell you these other wheels. Declined, stating that I'm going to do some research first. The wheelset is still on their website (as of Sunday PM).
Saturday, decided I'd pick up the wheelset I got offered the day before. To their credit, they let me come in and purchase it right after their shop hours. Told them I was glad they stayed open for me because I was planning on using the new wheelset for a ride Sunday. I paid the bill. Oops, sorry, can't find the 15mm end caps. Come back tomorrow. #[email protected]#@!
Today, I called ahead at noon and told them I'd be there in an hour and a half. Told me to go ahead and come in. I got there, and they told me right away they can't find them. I would've appreciated being told that before driving 20 f'ing miles there just so I can drive 20 f'ing miles back empty-handed. It's a retail item, not a take-off. Don't you keep all the parts together with it? Tossing all the end caps in 5 different f'ing buckets is not good inventory management. If it's a retail package, I expect the packaging to look new, and all the parts that come with it in the package. They're hoping to get the end caps in tomorrow.
Well, they are trying their best to fix the situation, and I just got a phone call saying the end caps are on the way and will be hand delivered to me (a couple of the employees live in RSM) rather than my having to drive to the shop. I will say that they are striving to correct the situation, which speaks to their customer service.
All in all, while I am ultimately not happy I didn't get to play with my new toys this weekend, they did give me a deal, and are busting their ass to make things right. So yes, I will continue to shop there when I am in the neighborhood, and please don't take my posting of the facts of my specific situation as a blanket criticism of the shop. Nobody and no shop is perfect, but what a shop does to make things right goes a long way.
That really sucks. Sorry to hear that. That's a long way to drive to be disapointed. I hope it works out well in the end.
But I think you'll find what I have. While not perfect, The Path can't be beat. I've bought my bike, a wheelset, had service done and some components from them. Occasionally I'll shop/look elsewhere but I always come back and am most often happiest going there.
Good luck / I hope the new wheels are worth the wait.
OK My Recent Experience.
Took My Epiphany in...Fork Dead...pretty much killed it.
Chivo and Rubee spent *a lot* of time working through all the options with me. They were very patient while I weighed all the options out (my head was spinning repair...new bike, Fork wheels etc)....they dug through new, take offs and even pulled an amazing wheel out of no-where, gave me solid pros and cons of the options. I probably spent at least 3 hours between Chivo and Rubee during the design phase, they were very patient, gave good solid advice and helped me end up with a good solution. I will add I was also a good customer, picked non busy times and when someone came in with that "I need your help right away" I moved aside and let Rubee help them while I looked at some parts.
Then after we had it all written up, New Fox Fork 32 RLC 15 TA, New Wheel (Chub Hub with DT Swiss for $166 steal), XT Brakes , Tires, rear shox rebuild.... I go home and started second guessing myself and decided I wanted the TALAS. I sent in an email to them and Tani (and David) personally answered and made sure the that the service order got corrected.
A couple days later right on schedule Mike called me to tell me my bike was ready, he asked my weight and riding style to do the initial suspension setup. When I go there Mike spent a good 15 minutes running me though the bike and making sure everything was set up right and to my satisfaction.
I made the right choice to rebuild I love my Bike!
And as usual I made the right choice to go to The Path
My bike rides awesome and the whole process was very smooth and helpful...except for me...changing my mind about a billion times...
Thanks Path Guys and Girls
The Path bike shop customer service experiences in the last month
Let me start off by saying Ive spent a LOT of money at the path, more than I would care to tell anyone. Im also very impatient and dont like to wait for parts that I order online so I am happy to support the local guy and pay a little more money for good customer service, and the advantage of receiving the part at point of sale.
With that being said The Path's customer service seems to have dipped in the past month to month and a half. Ill go ahead and say that their customer service has never been up to par with some of the other shops in socal but they have other pros to make up for it like great part selection, STR discounts, take off room, etc.
Here are some examples of experiences Ive had in the past month and a half over there.
1. I needed a crash replacement warranty for my rear triangle so I head over to the path and neil helped me out and said go speak with raul and he will call santa cruz for me. I talk to Raul and he said he would call them and get back to me on a specific date to let me know the status. The date comes and no call back.....I wait a couple more days and no call back. I call Raul and he states he is very busy and hasnt got a chance to call santa cruz but will the next day and will call me back then. Guess what no return phone call. These empty promises go on for around 2 weeks and I finally get a call stating the best price he could get me for a rear triangle. I decide to cut the middle mad and speak with santa cruz myself. I save over $200 from what Raul quoted me and have the rear triangle within a week.
2. I call path last wednesday and asked Jeff to get a price on a schrader assembly for a vivid air. He said no problem and he would call me the next afternoon with pricing information. Guess what? No call back as promised. In fact I didnt get a call till last night almost a week later from Jeff on a voicemail stating the schrader valve assembly arrived and is ready for pickup. I clearly stated I needed a price of one (Im unemployed at the moment and dont have too much money) and he was supposed to give me that the next day and then I would let him know my decision to order or not depending on if I had the funds or not.
Today I call the path back and jeff isnt there so I speak with another employee and I explain the situation (no call back with price etc) and the employee goes on to say the part will be $18. I guess the employee didnt see the point I was trying to make. I then went on to say I didnt get a call back from Jeff and I wasnt about to keep waiting for someone to call me back especially after the first bad experience so I went to fullerton bikes and Dino bent over backwards with multiple follow up calls to make sure the part was the exact one I needed even after store hours to take care of me and got SRAM to hook me up with one. The employee said no sweat in a way that made me feel that their store really doesnt care if they have my business or not. The employee didnt seem to take any of my complaints into consideration, there was no apology for how things were handled or even acknowledgement that there was something wrong. The employees attitude was uncalled for in my opinion. Heck if the employee apologized and or even acknowledged this whole think was shakey I probably would have drove down there right now and paid the $18 for the part. But after the treatment I received I have no problem waiting for the one that fullerton bikes ordered me. So if anyone needs a schrader valve assembly for their vivid air The path has one for $18.
With all of this said Neil at the path has been awesome, great guy, will hook you up, etc. but I dont get this vibe from anyone else over there especially lately. I really think Neil is the glue holding that shop together, but he has his own workload and when he refers you to another employee my customer service experience seems to deteriorate at a rapid pace. IF Neil opened his own bike shop Im sure it would be #1 in southern california in no time. I cant say enough good things about him.
I dont want this thread to turn into a flame war and I know there are a lot of people on here that are on the path bandwagon which I thought I was on too but these recent experiences are pushing me away. When I need to go to a bike shop I have a hard time putting the path first in line as the bike shop to go visit to fullfill my needs based on recent experiences there. Any one else notice this?
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