| rev:text
| - Pros
The lady that took my rental reservation over the phone was very friendly and efficient. She even answered all of my questions *before* I even asked them. (A+)
Dave, the nice fellow who set up my rental bike when I arrived at the store, was similarly helpful and friendly. (A+)
The bike itself seemed well maintained, and was easy to shift, etc.
Cons
The seat was extremely uncomfortable. I realized a little bit into the ride it was because it was tilted forward a bit, jamming into my hoo-ha. I searched the kit bag provided with the rental, but there was no multi-tool in the bag. Had to stand up for a large part of the ride. In fact, on my ride this morning my crotch was still sore, which is partly what prompted me to remember to write this review.
If you rent, be sure to bring your own seat, very well padded shorts, or your own tool kit. When I mentioned the issue to Dave upon my return he said it was a known issue.
Major Con
When I returned my bike my friend who had ridden with me had an inquiry with the service department. They had serviced her bike two weeks prior.
I'm not sure if it was my friend's age (70), or gender (female), or the fact that she mentioned another repair shop, or if he has anger management issues, but the service guy Jayme went from 0 to hostile in 0.2 seconds.
Instead of listening he immediately became defensive, condescending, and rude. He was much more concerned about beating his chest than providing customer service.
I am also a professional (doctor) and deal with the public (patients) all day long. I don't always agree with the situation, but I have learned to keep my shit together, listen, and calmly diffuse the situation. Every job, and every business, hinges on good customer service.
Customer Service 101 - even if you think the customer is wrong you stay calm, you listen, and you try to make things right. Customer service is a skill that can (and should) be learned.
Jayme may be the best bike mechanic to ever roam the earth (as he proclaimed) but he will never truly be a professional until he learns how to deal with a simple complaint. You don't berate customers, and you don't berate other bike shops. Pretty simple. This is what separates technicians from professionals. Professionals are chill and confident, not angry and insecure.
The issue in question was that two weeks after service, my friend had a flat. There was a hole in the tube. We checked along the tire where the hole was and there were no issues. Since ProCyclery was closed for the evening we went to another bike shop to get a new tube and had them put it in. They showed us that one side of the tire was ruined, down to the wire, and said it was most likely from someone putting the tire on with a tire lever. The damage was only along one entire side of the tire, so that story fit. The guy had 20+ years as a bike mechanic and seemed to know what he was talking about, so we thought we'd mention it to PC in case they had a new mechanic that wasn't up to snuff yet.
The damage could have either been the bike shop that put the tire on originally, or ProCyclery, as they had changed the tube in that tire two weeks prior. If it had been the original bike shop, then PC should have noticed the obvious damage when they replaced the tube. Or, perhaps they did it themselves. So, maybe not entirely black and white, but a pretty dark shade of gray.
Even if Jayme didn't agree with my friend (as he made abundantly clear without even letting her finish her issue), the point is that he handled this very poorly.
Even you don't agree with a customer, you split the difference. This was a $35 issue. I'm sure PC would not have minded a $10 store credit and a new tube. My friend would not have been 100% happy, but she would have felt like her concerns were addressed and she would have a positive view of the shop.
Instead, thanks to the poor handling of the situation, PC now has a pissed-off former customer that only feels revulsion every time she drives past the store.
As a business owner myself, I hate to leave bad reviews. But I feel really strongly about good customer service, mostly because it's really not that hard to provide. People's expectations are so low at this point that you don't even have to go the extra mile. Even just an extra step would do. Jayme couldn't even be bothered to do that. (F-)
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