Convo with crazy bike shop! Opinions!

[kams]

Where's gumi?

So, remember the bike saga? I hate this sh!t.

He called and left a message today and said he just saw a yelp review about my experience, and it isn't at all the way he remembers the situation. Lol, of course.

Here is my response. I'm emailing because the shop is closed and I really am not great at handling someone so condescending face to face.

Any input before I send it? I'm trying to keep it breezy, because I sort of want the tone to be very "I'm done with you." Also - I just vaguely address each issue because I'm going down the checklist on the yelp review that he has.


Hey *** - just got your message.

I'm looking over the yelp review, and I'm not sure that I'm finding what is disputable about it.

Valve extender - told you about that when I came in. As said in my copied email, it didn't really impact anything, but was just one more thing that was poorly cared for.

Pinch flat - yep. And, what was not mentioned was that, when I took the tube out, it was not slimed as you told me it was.

Second flat - I told you that story directly as well. The ironman tech told me it was a bad set up. I'm not the expert, but he is and you are, and he isn't making any money off of me.

Asking about anything different in changing the tubes on these wheels - that was exactly how I recall the convo. You even said, "you won't get a flat." And, here I mention that I take some responsibility because I should have pressed for more info. Disputable?

Exact convo occurred about caliper. I told you I had been in and out of *other shop* about it. Willing to go to 23s if I needed to. You said I had clearance on 25s and it would be a more comfortable ride. I'm quite sure you or *other tech* saw the excessive build up, as it looks like someone tried to scrape it off.

I came in, told you all of these things without placing any blame. You responded by saying, "Ironman is tough. The way I took that is that you were telling me it was a fitness issue, as if I'm mistakingly trying to place all of the blame on mechanical issues.

That review is my experience, and I came in with the expectation that you would be happy to make it right for your customer. I am not sure how it is possible to dispute any of those things, as they are not opinions.

Anyhow, the opportunity has come and gone to make it right. There isn't a whole lot that can be done now - unfortunately I can't get back that time or frustration. But, I guess I am set up for a huge PR next time!

Best,
K

[joenali]

What about not even responding? I mean, is this shop worth your frustration and their poor handling of your bike? You made an honest Yelp review and I think that is all you need to do. Not responding is responding loud and clear that you are done. Do you want some sort of compensation from them? If so, I think you should go in and have a face to face. If not, you are onto greener pastures and a better bike shop. Don't let them take anymore energy away from you.

[kams]

Jul 9, 2014 19:59:34 GMT -5 joenali said:

What about not even responding? I mean, is this shop worth your frustration and their poor handling of your bike? You made an honest Yelp review and I think that is all you need to do. Not responding is responding loud and clear that you are done. Do you want some sort of compensation from them? If so, I think you should go in and have a face to face. If not, you are onto greener pastures and a better bike shop. Don't let them take anymore energy away from you.

This is totally valid. I sort of feel like he is such a cocky a-hole, that he will see no response as me cowering down to him, kwim?

Maybe if I'm so stuck on responding, a good option is to say really simply that that was my experience, I don't see any room to dispute, and I'm not interested in letting it waste any more of my time or energy. Maybe?

[ebeth]

I wouldn't respond at all. You'll just get pulled into his sphere of drama.

[kams]

I really do see where you guys are coming from with the advice to not respond. I just am having trouble with that because I feel like him saying "I don't remember things that way," is him saying I'm lying.

And yeah - face to face I would stumble and cry and be a mess. He is very condescending, and I just know I will fall apart.

Re-reading it, I don't think I need to go point by point, because it's all confirming what he is already reading.

I don't deal with confrontation well, and usually prefer to completely avoid it, but I'm a little bit pissed that months later he decides to call back and tell me he thinks I'm telling a different story.

I can admit that I am feeling a little over-emotional lately, as it is.

[texassmith]

I totally agree with you about not responding. I would HAVE to respond. Not responding would seem like you don't have any response to his accusations that you're lying.

I would keep it simple though. Something like "I've told you the issues I had and there is no room for dispute" or something equally matter of fact.

[clseale]

Jul 9, 2014 20:02:21 GMT -5 kams said:

Jul 9, 2014 19:59:34 GMT -5 joenali said:

What about not even responding? I mean, is this shop worth your frustration and their poor handling of your bike? You made an honest Yelp review and I think that is all you need to do. Not responding is responding loud and clear that you are done. Do you want some sort of compensation from them? If so, I think you should go in and have a face to face. If not, you are onto greener pastures and a better bike shop. Don't let them take anymore energy away from you.

This is totally valid. I sort of feel like he is such a cocky a-hole, that he will see no response as me cowering down to him, kwim?

Maybe if I'm so stuck on responding, a good option is to say really simply that that was my experience, I don't see any room to dispute, and I'm not interested in letting it waste any more of my time or energy. Maybe?

If you feel the need to respond, I would go with this. You don't have to defend your review, and you certainly don't owe him anything. I'm sure your points won't matter to him anyway. It's not like he can be convinced. You aren't going to see eye to eye on this. 

I'm sorry you are still dealing with this.  

[joenali]

Jul 9, 2014 20:50:35 GMT -5 texassmith said:

I totally agree with you about not responding. I would HAVE to respond. Not responding would seem like you don't have any response to his accusations that you're lying.

I would keep it simple though. Something like "I've told you the issues I had and there is no room for dispute" or something equally matter of fact.

But where would that get anyone? Nowhere. It's not worth it. Just don't give them anymore business and make sure you tell your friends not to go to that shop anymore.

[ebeth]

Jul 9, 2014 20:44:29 GMT -5 kams said:

I really do see where you guys are coming from with the advice to not respond. I just am having trouble with that because I feel like him saying "I don't remember things that way," is him saying I'm lying.

And yeah - face to face I would stumble and cry and be a mess. He is very condescending, and I just know I will fall apart.

Re-reading it, I don't think I need to go point by point, because it's all confirming what he is already reading.

I don't deal with confrontation well, and usually prefer to completely avoid it, but I'm a little bit pissed that months later he decides to call back and tell me he thinks I'm telling a different story.

I can admit that I am feeling a little over-emotional lately, as it is.

I changed my mind. Respond if you want, but you are only allowed to say BYE FELICIA

But really, what is responding going to accomplish? So what if he thinks you're lying? No one else thinks that. I'm sure PLENTY of would be customers greatly appreciate your review.

He just wants you to take down/ revise your yelp review. Fuck that noise. Because surprise, surprise, the ironman community is small and he fucked over one of their own. Now he's suddenly realizing that his poor business practices are having a poor effect on his business. Just let him stew on it.

[sadlebred]

I'd respond with something short, to the point, and factual.

[joenali]

Jul 9, 2014 21:09:39 GMT -5 sadlebred said:

I'd respond with something short, to the point, and factual.

Something like:
You fucking douchebag liar?

[texassmith]

Jul 9, 2014 20:53:03 GMT -5 joenali said:

Jul 9, 2014 20:50:35 GMT -5 texassmith said:

I totally agree with you about not responding. I would HAVE to respond. Not responding would seem like you don't have any response to his accusations that you're lying.

I would keep it simple though. Something like "I've told you the issues I had and there is no room for dispute" or something equally matter of fact.

But where would that get anyone? Nowhere. It's not worth it. Just don't give them anymore business and make sure you tell your friends not to go to that shop anymore.

No, it won't get her anywhere, but a non-response would make the douchebag think he won. I couldn't leave it at that.

[joenali]

Jul 9, 2014 21:12:56 GMT -5 texassmith said:

Jul 9, 2014 20:53:03 GMT -5 joenali said:

But where would that get anyone? Nowhere. It's not worth it. Just don't give them anymore business and make sure you tell your friends not to go to that shop anymore.

No, it won't get her anywhere, but a non-response would make the douchebag think he won. I couldn't leave it at that.

He doesn't win. He loses customers.

[thom]

Jul 9, 2014 20:02:21 GMT -5 kams said:

Jul 9, 2014 19:59:34 GMT -5 joenali said:

What about not even responding? I mean, is this shop worth your frustration and their poor handling of your bike? You made an honest Yelp review and I think that is all you need to do. Not responding is responding loud and clear that you are done. Do you want some sort of compensation from them? If so, I think you should go in and have a face to face. If not, you are onto greener pastures and a better bike shop. Don't let them take anymore energy away from you.

This is totally valid. I sort of feel like he is such a cocky a-hole, that he will see no response as me cowering down to him, kwim?

Maybe if I'm so stuck on responding, a good option is to say really simply that that was my experience, I don't see any room to dispute, and I'm not interested in letting it waste any more of my time or energy. Maybe?

This. I also would want to respond. I just can't handle ignoring or not getting back to people. With that said, I think short & sweet is better. I don't think you need to defend your review point by point. Just say that you simply outlined facts, they aren't opinion, and (as you mention above) there's not room for dispute. Good luck Kams. We all believe in you.

[gumi]

kams
I would not reply to him. He can and should reply to the yelp review. He can do so publicly or privately. YOU have no power here, only I can change the review.

This is the whole point of Yelp - to hold businesses accountable. If you treat people poorly, it will come back and bite your ass. If he had emailed you an apology and offered you some store credit, I bet we would be having a different conversation about this.

ETA: It is very hard to change a Yelp review. Once I reviewed the wrong location of something (it was franchised) and still the only way for the business owner to get it corrected was to contact me and ask me.  What is he going to say....we are lying?  If it was that easy, there would never be negative reviews for anything.  

Maybe he should try reflecting and correcting his business procedures so that this does not happen again.  And then we can update the review.  Maybe email him that novel suggestion.

[gumi]

lol....or ask him if he wants to have this discussion on Facebook. WINNING!


(probably best to listen to everyone else and say nothing, lol)

[zoidberg]

I understand wanting to respond, but I agree with others that in this case it is better not to. Just ignore the douche.

[kams]

I really appreciate all of these responses. I read every one of them and am saying to myself, "yep, she's right!" "Ooooh yeah, but she's also right."

And pleeeease this is my best chance ever to say "BYE FELICIA!"

I FOR SURE will not send that initial email. It felt good to write it out, though. I either will not respond at all, or will send something tomorrow saying, "that was my experience, and i see nothing that is disputable. I'm not interested in re-hashing these issues." Or something like that - very short.

So thankful to have you all to bounce these things off of.

[clseale]

This isn't really too relevant to the discussion, but dude needs to monitor his damn Yelp reviews. LOL Didn't gumi write that over a month ago? I help manage reviews for almost 800 locations. It's not that difficult.

Sorry, I know that's not the point.

[kams]

Jul 9, 2014 21:42:01 GMT -5 clseale said:

This isn't really too relevant to the discussion, but dude needs to monitor his damn Yelp reviews. LOL Didn't gumi write that over a month ago? I help manage reviews for almost 800 locations. It's not that difficult.

Sorry, I know that's not the point.

Right?!?!?! It's been ages! I couldn't believe when his shops name popped up on my phone. It's been 6 or 7 weeks! He's got like 2 customers a day!

[joenali]

Wait. I'm confused. Did Gumi have a bad experience at this shop too?

[joenali]

Or did gumi write your review. I think I missed something.

[kams]

Jul 9, 2014 21:46:23 GMT -5 joenali said:

Wait. I'm confused. Did Gumi have a bad experience at this shop too?

No. She's the yelp master, though.

when I posted about what happened, she mentioned that I should post a yelp review. I was being a chicken shit about it, so she posted on my behalf. It is the most "helpful" review of the shop as voted on by the readers,

[joenali]

Jul 9, 2014 21:49:34 GMT -5 kams said:

Jul 9, 2014 21:46:23 GMT -5 joenali said:

Wait. I'm confused. Did Gumi have a bad experience at this shop too?

No. She's the yelp master, though.

when I posted about what happened, she mentioned that I should post a yelp review. I was being a chicken shit about it, so she posted on my behalf. It is the most "helpful" review of the shop as voted on by the readers,

Omg! That is hilarious!

[clseale]

Jul 9, 2014 21:47:20 GMT -5 joenali said:

Or did gumi write your review. I think I missed something.

Gumi has made Yelp reviews one of her favorite pastimes. Where were you when this went down? Lol Click on the link in her sig. They're pretty funny.

[joenali]

Jul 9, 2014 21:50:36 GMT -5 clseale said:

Jul 9, 2014 21:47:20 GMT -5 joenali said:

Or did gumi write your review. I think I missed something.

Gumi has made Yelp reviews one of her favorite pastimes. Where were you when this went down? Lol Click on the link in her sig. They're pretty funny.

I'm on the app, no siggies show up.

[kams]

Seriously joenali - click on her siggy link. My love for her continues to grow <3

eta: oh! Ok, next time you're at a computer

[joenali]

Lol! I just read some of them! Genius!

[zoidberg]

Jul 9, 2014 21:41:28 GMT -5 kams said:

I really appreciate all of these responses. I read every one of them and am saying to myself, "yep, she's right!" "Ooooh yeah, but she's also right."

And pleeeease this is my best chance ever to say "BYE FELICIA!"

I FOR SURE will not send that initial email. It felt good to write it out, though. I either will not respond at all, or will send something tomorrow saying, "that was my experience, and i see nothing that is disputable. I'm not interested in re-hashing these issues." Or something like that - very short.

So thankful to have you all to bounce these things off of.

That is a reasonable response.

I find it more satisfying to ignore someone who is being a douche and wants some kind of action from me. Just leave that review up and ignore while he gets mad.

[joenali]

I always ask my students "Is it worth it?" More often than not, they say no.