Great Customer Service

markyboy2005 Posts: 465
edited July 2009 in The bottom bracket
Hello all. I just wanted to drop a line and let everyone know that I have recently experienced some GREAT customer service whilst purchasing a new bike at Dales Cycles in Glasgow.

The story goes a little like this.......

I am home for a couple of weeks to the UK and was looking to take the opportunity to spend some hard earned on a new road bike.

After looking around I was down to Scott and Specialized.

A few conversations later - the bike that made sense to me was the Specialized Roubaix Expert (although I wish it was in the black and Red colours!!!)

The guys at Dales were great and managed to turn around the bike from the warehouse in 24 hours as they knew I was only here for a short time.

But then Disaster - when I got the bike home there was a big chip in the frame near the bottom bracket - not just paint, but into the Carbon - the shop was already closed.....

I lay awake all night nervous that I had bought a lemon and I would have no way out, they might just say "your problem, you damaged it" Didn't sleep much that night and took the back bike as soon as they opened next day and that is where the real customer service kicked in.

I was given an apology by both of the lads that had served me, they took the bike with no questions, checked stock and then organised for me to have a replacement ready for use by next afternoon. I was so relieved and really impressed by the attitude of all involved.

The next day I picked up the new one (checked it over very thoroughly) and off I went. I even had the manager come up, apologise again and even tell me what investigations they had done so far into how that had happened.

So overall - VERY HAPPY with this shop. I have now bought 5 bikes from there (including kids) over the last 5 years and this is the first problem I have ever had.....but they way they dealt with it was fantastic....

Keep up the good work gents.