Strange All3Sports Experience. Need Opinions... (Page 2)

Sorry for the delay in getting back to you guys.  I stopped by the shop on Monday and spoke with one of A3S’ managers.  I directly asked about the $125 policy and why they have it. About an hour later and much back and forth, I left with a feeling that it’s a solid policy.

Here is the jist:
The purpose of All3Sports is to provide us (athletes) with quality equipment and give us the knowledge to make the most of it.  Making the most of it is the key phrase here.  Anyone can sell you a high end TriBike, that’s not hard.  But making sure it’s the right bike that is the difficult part. 

If you buy a bike from A3S and are not happy with it, they take that personally.  That is why they spend the time with each customer (in person or on the phone/online) to make sure they are getting the right bike.  You could buy the best bike made out there but if it doesn’t fit you, you’re not going to be happy.  Is that fair to you?  A3S?  The manufacturer?  NO…it’s not fair to anyone because you bought the bike to enhance your performance and comfort.  If you don’t fit on a bike, you won’t ride it and you can’t get better.  And what will happen is that you will tell everyone how unhappy you are with X bike.  That leads you down a road that no one, retailer or customer, wants to be on.

Whether you agree with it or not, the policy is the same for everyone.  The staff at A3S will spend the required time to make sure that you are purchasing the correct bike.  That takes time and money.  The time they spend with you is extremely valuable.  You are going to get more than which bike fits you, you are going to get knowledge as to why the bike fits you, which bikes would work for you and why, etc.  You have a choice at this point.  You can take that knowledge and purchase the bike elsewhere IF you can find it cheaper.  Or, you can purchase the bike from them and it goes towards the sale price. Either way, you are a more informed athlete.    

Believe it or not, we are not all experts in bikes.  Yes, we may fancy ourselves knowledgeable, but the staff at A3S actually speaks with the manufacturers, producers of products and technical papers.  They may be blunt in what they say and it may not be what we want to hear, but it will be the published knowledge that most of us take for granted and assume about.  They want you to know WHY you bought that particular bike and that you are happy with it and will use it.  

The $125 is not only the cost of doing business, but gives you the knowledge needed to become a better athlete.  Their tagline of “Dream Big, Dream Fast” is an actual philosophy.  If they don’t spend the time, you can’t become fast.  You may not agree with the policy, you may be ok with just hopping on a bike and calling it good, but they are not.  The policy applies to everyone, and I think it’s fair. 

If you have a question about the policy or want an explanation just call Alex at the store or email [email protected]  and a manager will reply to you within 1-2 business days.

Dan:

I love you, man ... but I am not sure that I a giggy with that line of reasoning. 

So, based upon that, all others that sell you a bike are not putting you on the right bike?  The guy at Roswell who does some rudimentary adjustments as he puts you a Litespeed isn't knowledgable about the brands that they sell?  The person at Peachtree Bikes doesn't know the differences or the fit advantages/disadvantages between about a Felt or an Orbea?

Or is it that you get that service without having to pay the $125?

Plus, I still contend that you do not need a full blown fitting prior to testing out a bike.  It really is just a simple seat adjustment.  Along that line of thinking then they are going to dial me in on a Cervelo P2, Argon 18 and a Litespeed Blade? ... or are they going to do a simple seat adjustment for each?

Don't get me wrong, I am not an All3Sports hater.  On the contrary, I like the store enough to hope that it serves the walk-in customers better so that others will like it better ... that is simply a win-win.  Continuing along these lines is a lose-lose.

It seems like an easier way for them to weed out the 'lookers' and make sure that those shopping for a bike there are serious.  And once you've plunked down the cash for the fitting, you are more than likely going to put it towards a bike.  I don't really see anything wrong with that because I did the same thing somewhere else. 

I did a full fitting at Bicycle Link.  Allen actually gave me a sheet with all of my numbers written down so that if I didn't want a bike there, I could take the sheet elsewhere and have a pretty good idea of what I need.  But I ended up ordering a bike with them and just put it towards the purchase.   

Interesting.  I go to my favorite bike shop in Chattanooga, ask to test out a Trek Medone and get sent out for the weekend after a fitting to make sure the saddle height and angle matches the fitting information I happen to carry in my purse.  I took that medone for a nice little 40 mile ride, giving me plenty of time to see how I liked the handling, position, etc etc and decide if its the bike I want to buy.

 I did not pay a penny to do it. 

On the other hand, I've done business with that shop many times over the years.  When I first went to purchase a bike, the owner discussed with me what affect the different material and configurations have based on his observation of my riding up to then on an older bike during charity rides he did support for.  Even then he let me take each option I wanted to try for a local group ride and return the bike in the morning.  Its fair to say that the next bike is most likely to come from his shop, and if I can't get the bike itself there he's probably going to do all the service on it and get any and all upgrades to parts for me.

Why?  Because I have never had to pay $125 to test ride any of the multiple bikes I've ridden out of that shop to see if it was the right bike for me.

Well said.

Although I've not purchased a bike there I have purchased a wetsuit, shoes, saddles, swim gear, etc..... and I personally think their customer service kinda sucks...just my opinion based on the times I've been there.  So based on that they are now my last stop. If I can get it elsewhere reasonably, I do.

I think this nailed it.

Personally, I am on the fence on this issue. As a triathlete, I'm not crazy about dropping the cash to do a fitting if I'm not 100% sure I'm going to buy a bike at A3S. As someone who works in a shop as a fitter, I don't really see a problem for them. (That part is emphasized because there's no way this would fly at my shop but I'm no where near as experienced as those guys.) BUT I know how long it takes to do a 'fitting' (as many others do too) and how quickly a floor 'sizing' can be done.

When I'm selling a road bike, I really want to make sure it fits that person because if they're uncomfortable it's a lose-lose situation. And I think fit is even more important on a tri bike.

Don't worry Brian, we can still have lunch ANYTIME.  :P

I'm not saying that all others are putting you on the wrong bike.  NOT saying that at all.  Nor am I saying that  they are not knowlegable.  What I am saying is that you are spending the money to ensure that you are getting on the right bike BEFORE you test ride it on the road. 

There are differences between the Cervelo, Argon, etc and they are going to put you on the right bike for your budget and specific distance you're racing.  They want to spend as much time as needed to make sure that happens to ensure you're on the right bike.  And from a business model, they charge for it.  That's the difference.

And example would be if you came in and wanted to get a P2 SL.  Then you told them that you are going to use it for IM racing.  Immediately, they are going to try and steer you away from the SL and into the P2C because of material type.  And I don't see it as losing $125, you're just paying for a service wether it's included in the price or not.  And they charge it to everyone.

And we'll have to agree to disagree about the telling if a bike is right for you just by seat adjustment and a parking lot ride. 

So when do we hit Ted's again?

Yeah, but didn't you see that if you pay $125.00 you can get good customer service?

My reaction is this:

All3 is one of the few local dealers for one of the bikes in which I'm currently interested. Had I received excellent customer service every time I walked through that door, I might actually have considered puchasing a bike there and paid the $125. without a second thought.

However, it's hard for me to feel confident about buying a big ticket item there when I can't even buy a pair of shoes, tri shorts or goggles without feeling like I'm intruding upon someone's day if I have a question or they have to find my size or ring me up.  To me, this is the much bigger issue here than the $125.00, though I definitely do not agree with that policy for the reasons others have already stated.

I don't require much by way of tri stuff these days outside of bikes and bike gear, so it's really a non-issue for me right now.  However, I think those of us who have had several bad experiences there or don't agree with the bike fit to test policy would love to see these things improved upon or changed since it is great to have such a comprehensive tri store in Atlanta.  Seems as though the customer service problem is a pretty common perception among the local tri community and that's useful information for All3 to have.  A smart business person might take the feedback he's been given and make some changes to at least improve upon that perception and work with his team to increase the level of customer service they provide which, ultimately, might even bring a little more business his way in a time when I'm guessing catering to a niche population could get tough financially. 

Dan,

I do not want to sound like I am piling on, but I agree with Brian.  Your explanation kind of sounds like a marketer/or politician writing a brouchure to make a bad policy sound good.  The $125 fit up front really is just really a way of locking in the sale whether they want to admit it or not.  I do not have a problem with them doing so however.  It is their store, but a bike does not need to be perfectly fit for a ride around the parking lot.   They can implement whatever policies they like.  That is the reason that I bought my last bike at Roswell bikes though.  I am thinking about getting a tri bike this spring and will probably go elsewhere for the same reason.  I see theirs and Dollars reasoning, but the customer service aspect of the policy bothers me a bit.

My question is do they realize that so many people have this opinion of them?  The ratio of positive comments tonegative that I have heard are overwhelmingly negative about their service.  If they feel they make enough money and will continue to make enough money without a good customer service reputation, then it does not really matter what any of us think.  I have always been curious if they knew what people think about their customer service though.  Maybe you could show Alex this thread.  I would like to know what he thinks.

Neal,

I don't think you're piling on at all.  I can defintly see both sides of it.  I can say that there have been times that it's taken some time for them to get to me (and they know me there).  Some people see that as bad customer service.  I see it as they are helping someone else as best they can.  If you are being helped and not getting what you need at that point, then I would ask to see a manager or specificaly ask for Alex. 

I am not going to put words in Alex's mouth, but I can tell you that he takes Customer Service really seriously and takes it personally when he hears that they are not providing good customer service.  If you're not getting what you need, let him know. 

In regards to the thread, he know about it and I'm sure he's lurking.