CityCyclingEdinburgh Forum » Stuff

Thumbs up for The Bike Smith, Haymarket

(11 posts)

  1. skotl
    Member

    ((apologies for the essay - some people like the detail, I guess! Too long to read? Executive summary="highly recommend The Bike Smith"))

    For various reasons, I managed to miss getting my trusty steed serviced last year. In 2012, I took it (a Kona Dew hybrid) to EBC and was pretty happy with the ~£190 it cost me.

    So, as we head into winter, I phoned EBC and was told that it would be 6-7 weeks before they could see me. Evans (not necessarily my first choice) said the same.

    For a year, I've been riding past The Bike Smith at Haymarket and wondered what they did. Their website suggests that they are bike builders and so I had presumed that they were too specialised for a humble commuter like me.
    At the weekend, though, I realised that enough was enough when I noticed that a spoke had detached itself from my rear wheel...

    So I popped into The Bike Smith and asked them what they do for services. "Ummm... not sure... around £10 or £15?"
    OK, thought I. So, when I could I get booked in?
    The chap answered that I didn't have to book - just drop it off in the morning and it will be ready by the evening.

    Yesterday, Wednesday, I drove in with my recently-despoked bike in the back of the car. I arrived at Haymarket bang on 08:00 because a) parking is free before 08:30, and b) the shop's google page said they open at 8am.
    They don't. 08:30.
    OK, not a problem - put some money in a meter and the chap was bang on at 08:30.

    I walked through the problems with the bike; spongy back brakes, knackered rear wheel, possible chain/rear-set, and the chap was very apologetic that this wasn't going to cost the ~£15 he suggested on Monday. I reassured him that this was all fine, and that the work needed done so don't worry.

    --slight odd point-- during the day, I had a couple of missed calls but no messages. During *any* day, I get a number of sales calls so I typically ignore them.
    When I picked the bike up, the guy said "I never leave messages because that leads to a message ping-pong". The good news is that he went ahead with work I would have approved anyway, but it would have been better to say "hey, Bob from The Bike Smith here, I'm going to replace your chain and rear cassette at a cost of £45 - call me if you *don't* want me to do this"---

    But, to the main event; I turned up at the shop at 18:45 (yay for a bike shop open till 7pm). The guy was still somewhat apologetic for the cost, but he had replaced the rear disc pads, chain, rear cassette, rear (gator) tyre, and fixed the knackered spokes for £124.
    That's compared to ~£90 for a "basic" service (minus parts) from the big names in Edinburgh.

    So, I would definitely recommend The Bike Smith for bike servicing.

    If anyone from the shop is listening, then a couple of suggestions;

    1. Either open at 8am to help with the parking problem, or fix the google page to show that you open at 08:30
    2. Please leave a message rather than just ringing! Go with an "assumptive close", which is that you will do xxxx unless they call back
    3. Talk about servicing / repairs on your website (and mention your opening hours)

    But these are just suggestions. For a personal, same-day, pragmatic and expert service, I'd heartily recommend The Bike Smith.

    Posted 10 years ago #

  2. Eli
    Member

    THUMBS DOWN FOR BIKE SMITH
    POLICE NOW INVOLVED

    I came in with a slight bubble in my back tyre.

    The owner, quite rudely and quickly strapped a plastic tubi- grip around my back tyre, and said this would do the trick
    I told him Id rather not, as wasnt convinced and that he would ruin my tyre.
    But he did it anyway, he's quite rough and persuasive, in a threatening, bullying kind of way, that you feel you can not say no.

    Then he pumped it up, quite roughly, and the bubble was gone, but a week later I discovered a rip in my back tyre where he had put the tubi-grip. And I had to have my tyre replaced, which cost me £50,-

    I rang him a month or so after, as I was too embarrased to say anything.
    He started shouting at me they would quote 'never put a tubi grip on a tyre like that', and shouting at me Im not even a customer, and why am I asking him for this.

    I hung up and cycled to the shop to confront him in person.
    He greeted me with a tubi grip ready in his hand, I then confronted him by repeating what he said, that I though he would never use that method. He was shouting in my face, not listening, threatening me, at very close proximity, not wanting admit his mistake.

    I left and have immediately reported the manager to the POLICE.

    Please have a look at all his bad reviews, gives you a true picture of the bully of a very unprofessional bike shop, not knowing his trade or manners.
    The community police is now involved as I am not the only unsatisfied customer.
    Please , whoever has a grievance with him, dial 101, and report him. The nore we report him, then they can do something about him.

    Posted 5 years ago #

  3. Ed1
    Member

    I like the owners straightforward approach when my spokes keeped snapping he advised my revolution wheel was no good and could fix it but spokes would snap again. So he fitted a strong rimmed tandem wheel and never had a rear spoke break since in 2 and half years.

    I have read many of the reviews and heard someone complaining about not having their bike ready on time when I was in the shop, he may or may not be the most efficient but many of the reviews are more about his approach to customer service saying people have rubbish bike and parts which may well be the case. The revolution wheel was rubbish spokes kept snapping I prefer he says then I have the cost time and inconvenience of fixing it for it break again.

    2 years after he fitted the tandem wheel one of the bolts washers and bolt fell off having been taken on and off many times inbetween for punctures and tyre changes and gears, I tried to buy on line but could not as obsolete, I went to the shop and he got me one for free.

    The tyre had a bubble may be scrap anyway, I had a bubble a few years ago tyre blew out. May be the fix was just to get you home before

    I think he did a good job on my bike and asks questions like what using bike for to make sure get the right parts. He may seem indifferent about getting business, which can be better than selling wrong part or something that will break.

    Bad customer service may be more of a trading standards than a police matter.

    Posted 5 years ago #

  4. rbrtwtmn
    Member

    My one and only experience was around 5-ish years ago (plus or minus a year) or so and I'll not go back ever - at least not unless I hear a set of glowing reviews. I cant remember the fine details, but having taken the bike to them because I didn't have the correct tool... they didn't have the correct tool either (but crucially they didn't tell me that). The result was a botched job, which may have further damaged my headset, not achieving anything I couldn't have botched at home. It seemed to be that I knew more about how old fashioned headsets worked that the person I was dealing with - who may well have been competent with new style headsets. The result was a new headset - which I may have needed anyway. But I very much considered that the bike was left in a dangerous state - which was the real issue. All bike shops make mistakes - but this one and the attitude I experienced when I spoke to them about it weren't forgiveable.

    And their reputation among others who I trust is (or was at the time) very low.

    But again - all bicycle shops make mistakes...

    Posted 5 years ago #

  5. ARobComp
    Member

    If a driver had confronted Eli with the following "He was shouting in my face, not listening, threatening me, at very close proximity, not wanting admit his mistake." we'd have been suggesting they contact the police about it. Sounds like a nasty experience overall.

    At the end of the day for the shop, the consumer will decide.

    Posted 5 years ago #

  6. mcairney
    Member

    I've only had one dealing with the Bike Smith (this was the one at Causewayside though)

    The guy in the shop was friendly enough and didn't try any funny business (although it was just a replacement inner tube having had a puncture on my way into work and not carrying a spare inner tube/pump).

    The guy at Haymarket sounds like a bit of a nutjob though and isn't doing himself any favours with his Google review responses. There are plenty of good bike mechanics in Edinburgh + surrounding areas where I'd prefer to spend my money.

    Posted 5 years ago #

  7. dessert rat
    Member

    went and read some of the google review replies - very difficult to win or emerge in a positive light when you start responding. Probably better off just not responding.

    Posted 5 years ago #

  8. gembo
    Member

    probably better to change the title of this thread too?

    Posted 5 years ago #

  9. Ed1
    Member

    I always assumed those internet reviews were by Americans who expected service with a smile and a slick salesperson trying to sell things and it was the dour Scottish approach that got the poor reviews, but seeing as members also have doubts about bike smith, I am wondering if my experience was just good luck, thumbs up does not seem to fit with the general experience

    Posted 5 years ago #

  10. unhurt
    Member

    Chap at Causewayside always seems nice - however, he's an employee, perhaps the rot is central?

    Posted 5 years ago #

  11. ejstubbs
    Member

    @Ed1: I think the responses to the negative reviews speak volumes for the attitude of the person being critiqued.

    Posted 5 years ago #

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