Ex-pat Consumer Advice - Bike repair shop problems

[mike2000]

Hi All,

I couldn't find a section on the forum for consumer advice or tips. I have the below problem and hope someone can help give some consumer advice on bike repair shop problem.

Myself and my partner are Ex-pats living in Leiden. My partner uses her bike to get to work but had an intermittent problem with the back wheel losing drive. I tested it and since the gears were working ok, I read it was most likely the cassette inside the back wheel.

I tried to fix it with by warming the grease and using WD40 since internet advice was that sometimes they get clogged inside, and that if that didn't work we needed to get a new wheel (€20-30?).

Later it happened again so she took it to the bike shop next to Leiden Centraal. Her bike cost €170 second hand and other than the back wheel problem was in ok condition. When she picked it up after leaving it with them, they had replaced the whole chain system, derailleur and cogs, (which were working fine) and charged €70.

When she said they had not fixed it, and they shouldn't have changed the chain system, they told her, "that's what they always try first", but they now tested it and know what the problem is. They said they didn't try it first because it's more expensive. However this makes no sense, since they say the additional cost would be 40. So they tried the more expensive thing first without testing what needed to be fixed.

She took the bike but the problem is still happening and now they want another €40 to continue to fix it. I think replace the wheel like they should have done straight away.

This would put the repairs to 2/3 the price of the whole bike. Personally I would like them to put the old chain system back on and refund the money, or minimum to finish the job they were given at no extra cost. It feels like the shop has either done extra work because my partner didn't know about bikes, or they are incompetent and started unnecessary work without testing what needed to be done.

From what I have read the whole repair should have been for new wheel + fitting.
She already paid €70 and has the bike back but it still has the same problem and also she says the new gears don't change as well as before, so they have actually made it worse. If she pays again it will be €110.

What do you do in this situation?

Thanks,
Mike


[moderator]Moved to appropiate forum [/moderator]

[Travelmaster]

Hi All,

I couldn't find a section on the forum for consumer advice or tips. I have the below problem and hope someone can help give some consumer advice on bike repair shop problem.

Myself and my partner are Ex-pats living in Leiden. My partner uses her bike to get to work but had an intermittent problem with the back wheel losing drive. I tested it and since the gears were working ok, I read it was most likely the cassette inside the back wheel.

I tried to fix it with by warming the grease and using WD40 since internet advice was that sometimes they get clogged inside, and that if that didn't work we needed to get a new wheel (€20-30?).

Later it happened again so she took it to the bike shop next to Leiden Centraal. Her bike cost €170 second hand and other than the back wheel problem was in ok condition. When she picked it up after leaving it with them, they had replaced the whole chain system, derailleur and cogs, (which were working fine) and charged €70.

When she said they had not fixed it, and they shouldn't have changed the chain system, they told her, "that's what they always try first", but they now tested it and know what the problem is. They said they didn't try it first because it's more expensive. However this makes no sense, since they say the additional cost would be 40. So they tried the more expensive thing first without testing what needed to be fixed.

She took the bike but the problem is still happening and now they want another €40 to continue to fix it. I think replace the wheel like they should have done straight away.

This would put the repairs to 2/3 the price of the whole bike. Personally I would like them to put the old chain system back on and refund the money, or minimum to finish the job they were given at no extra cost. It feels like the shop has either done extra work because my partner didn't know about bikes, or they are incompetent and started unnecessary work without testing what needed to be done.

From what I have read the whole repair should have been for new wheel + fitting.
She already paid €70 and has the bike back but it still has the same problem and also she says the new gears don't change as well as before, so they have actually made it worse. If she pays again it will be €110.

What do you do in this situation?

Thanks,
Mike


[moderator]Moved to appropiate forum [/moderator]

Wow, that's one bad bikeshop. I would try to negotiate a little further, to see if they can fix the problem without any more costs (adding the same amount for changing back AND charging for the work that had to be done in the firts place is madness). If you don't succeed, I'd count my losses and move on to a better bikeshop. I have had this problem as well, and to just change the whole running gear is madness. Fixing the backwheel by putting on an new body, should set you back € 30,- or €40,-.

[m-gineering]

i'm probably biased, but i would think you'll get better service at a shop which survives inspite of a poor location than at one which has guaranteed footfall.

if you drop of a bike at an unknown shop, make sure the worksheet has a detailed description of the work to be carried out, and a price ceiling. Better still, ask around before you commit yourself to a shop.

[Travelmaster]

i'm probably biased, but i would think you'll get better service at a shop which survives inspite of a poor location than at one which has guaranteed footfall.

if you drop of a bike at an unknown shop, make sure the worksheet has a detailed description of the work to be carried out, and a price ceiling. Better still, ask around before you commit yourself to a shop.

But what would you do now...?

[m-gineering]

i'm probably biased, but i would think you'll get better service at a shop which survives inspite of a poor location than at one which has guaranteed footfall.

if you drop of a bike at an unknown shop, make sure the worksheet has a detailed description of the work to be carried out, and a price ceiling. Better still, ask around before you commit yourself to a shop.

But what would you do now...?

[lennart]

Finding a desent bikerepairshop in Leiden is a nightmare. I wish I could recommend one but I can not think of any. Not speaking Fluent Dutch does not help. Most of them or not known for their great knowledge of languages.

I think that KLokpoort is the one I have used most the last 10 years for my citybike needs.

[Travelmaster]

Finding a desent bikerepairshop in Leiden is a nightmare. I wish I could recommend one but I can not think of any. Not speaking Fluent Dutch does not help. Most of them or not known for their great knowledge of languages.

I think that KLokpoort is the one I have used most the last 10 years for my citybike needs.

Well, if it can't get any worse... I have heard of people who are satisfied with Halfords. Yes, I said Halfords. Worth a shot, especially since this is such a minor repair...?

But Martens advice isn't bad: try and do it yourself, but thwat would mean you'll probably have to buy the correct tools.

[Robist]

I live in Leiden, and in fact I don't think the Bikeshop in Leiden Central-station is too bad. They have helped me out now and than. But you story doesn't sound good. I would try to negotiate with them - ask to speak to the owner. An alternative in Leiden is not easy to find. Klokpoort is decent. For serious bikes and bike-repair I always go to Van Herwerden in Voorburg (12 kilometers). They are very good.
Robert

[Wim]

That is pretty disgraceful. They are either incompetent or dishonest, from what you describe. If you turn the cranks and the rear wheel does not turn, this can be cause by two things: the first is that the chain skates on the sprockets of the cassette (the front chainwheel is another possibility, but much less likely) because cassette and/or chain are badly worn, or because a new chain is used with an old cassette. The second is that the freewheel mechanism inside the rear hub has become stuck or has failed for good. With cassette hubs this is a separate part of the hub (on old fashioned freewheels it is part of the sprocket assembly rather than the hub). You can replace these, but there are many different models.
So the thing to do is first to check whether you have problem 1 or problem 2. The cure for 1 is a new cassette and a new chain (but you already had those two replaced I understand, and this did not help). The cure for 2 is a new freewheel mechanism for the hub if yoi canfind the right one. Alternatively you need a new hub/wheel. That will cost more than 20-30 euro, however.
Willem