Terrible experience and I'm never coming back.
My son had a link break in his chain so we made out way over to Carver's Bicycle. It almost felt like it was an inconvenience that we were there. We were sold the chain link but when my son asked to borrow the necessary tool to fix his bike, we were told that the tool was 'fragile' and that we couldn't borrow it.
Our only option was to buy a new tool ($20) or buy a new chain ($54). We bought the new tool. After we purchased everything my son asked if he could put his bike up on the stand so it would be easier to fix...again, almost an inconvenience.
The gentleman who helped us basically said he was really busy and if we wanted better service to go to Superba. I will never go back to Carver's.
Here's the conversation as it plays out in my mind:
Carver: So that's six bucks for the new link.
Jackson: OK, can I borrow your tool to put it together?
C: No, I don't lend out my tools, but I'll sell you one.
J: It will only take a minute. Why can't I borrow your tool?
C: I simply can't afford to lend it out. I have bad experiences with that. It's a fragile tool.
J: Fine. I'll buy a new one.
C: Don't be mad about it, I have a lot of bills to pay. I can't afford people who don't know about bikes...
J: Look I bought it, OK. Now let me use your bike stand. That would make it convenient for me to fix the bike with my shiny new tool.
C: Hey I really don't have time, sir. If you want you can go to the other guy up the street. He sells the $3000 bikes and can afford to cater to your every whim. I'm trying to run a selling business here, not a garage rental.
J: You know, for a family run business you sure are an asshole.
C: You can always buy your own goddamned bike stand. I don't exist for your convenience.
J: This is preposterous service. I'm never coming back here again. Plus I'm going to tell the world that you suck. I'm going to the other place from now on.
C: Yeah well if you weren't so needy, you'd be satisfied with my prices and service.
J: I don't see how anybody could be satisfied with your attitude.
C: Fine. Go make that other asshole richer. I don't want your business anyway.
The bad review goes viral. People with no clue avoid Carver's, and go to Superba's instead. The rich get richer, and the clueless get snooty. Because customer service. And oh by the way, Superba now hires cute shiny people at minimum wage to be customer service representatives. Their job is to know jackshit about the technology and the knowhow, but be excellent at kissing the asses of paying customers who now get one degree further separation from the experts. It's not about fixing bikes anymore. It's about human relations. And in human relations among the clueless, he who has time to blow pleasant smoke wins the clueless newbs every time.