The Chainlink

REI on Halsted

I found a similar discussion referenced in the weekly digest on Friday, which happened to be the day I had a bad experience at REI. I was a member of REI when it was a mail order co-op from Seattle(?). I had never thought about using its bike shop until recently.

In June I bought a Novara Rondonee at the Northbrook store.  One of the selling points was a free check and adjustment (or maybe it's called a warranty tuneup) within 6 months of purchase.
I use the bike most days to get to and from work.
After a couple of months, I called the Lincoln Park store to see if I could get that work done there. I was told it was a very busy time and it would be a couple of weeks before they could get to it. Also, they could not schedule it without seeing the bike first. But I was assured, that once scheduled, the work could be done the same day.
On September 4, I brought the bike into the store on my way home from work. Someone in the bike area looked at the bike and scheduled my bike for a "Warranty Tune" for September 13. Then she said something to the effect that "usually they like to have the bike in the night before the scheduled date." I explained that I need the bike to get to and from work. She reluctantly agreed that if I brought it in first thing on September 13 I could pick it up the same day.
Friday morning I was at the store before it opened and brought the bike to the bike service area as soon as the doors opened.
The same person with whom I had scheduled the service was there to greet me. When I asked what time the bike would be ready, all she could promise was "before closing." (I think the store closes at 9 p.m.) That was later than I wanted. While I was pleading to have the bike earlier, a man came out of the shop area and told me that it might not even be ready today, it might be Saturday. And besides I had missed my repair ticket for last night.
Frustrated and angry, I left the store.
I don't expect to go back. Other bike shops are more conveniently located and will work on my bike during the day and have it ready for me to ride home.

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Permalink Reply by Skip Montanaro 0mi on September 17, 2013 at 10:01am

Daniel G said:

REI does their best but they're a retailer first and an outfitter/servicer second. I wouldn't draw conclusions on the co-op based on an experience at the bike window.

Agreed. And as a co-op member, you did get a rebate on the bike, so the experience shouldn't have been a total loss. I will buy bike stuff from REI on occasion if the price is right. I prefer my local bike shop for service, when it's something I can't do myself.

In my opinion, about the only thing necessary in those "warranty tune-ups" is a slight adjustment of brakes or derailleurs caused by cable stretch. I'm not sure how much modern cables stretch anyway. At most a small turn or two of the barrel adjusters.

Permalink Reply by Elliot Bennett on September 17, 2013 at 10:31am

R.D. -

Thanks for bringing this to our attention. I have passed your feedback along to the Store Manager at our Lincoln Park location. The store will be in touch with you ASAP to figure out how we can best resolve the issue.

Best Regards,

Elliot Bennett

REI Chicagoland Outdoor Programs and Outreach Market Coordinator

elbenne@rei.com

Permalink Reply by R.D. Yant on September 17, 2013 at 10:39am

One of the reasons I decided not to leave the bike was just that. I did not think it needed work that I could not do myself. I was just trying to take advantage of a perk that was offered in connection with the sale.
 
Skip Montanaro 12mi said:

In my opinion, about the only thing necessary in those "warranty tune-ups" is a slight adjustment of brakes or derailleurs caused by cable stretch. I'm not sure how much modern cables stretch anyway. At most a small turn or two of the barrel adjusters.

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