EXPENSIVE BICYCLES BUT POOR AFTER SALES SERVICE?

Many bicycle brands have entered into the Indian bicycle market in the recent years. They are selling premium bikes which are expensive and promise high performance for the riders. Over a period of time, the bike owners tend to face wear and tear due to poor road conditions. And the real struggle begins to maintain the bike because of several shortfalls in the after sales service.

In this blog, I am attempting to address some of the key points on why bike shops in India are failing to provide good after sales services?

I have been cycling since 2018 and have used a variety of bikes with multiple visits to bike shops, interacted with shop owners and mechanics and below are my observations:

(Please note, this article is not pointing towards any brand, shop or a person. It’s an overall perspective on the current situation).

• Lack of proper tools for accurate repairs.
• Mechanics are not trained to handle modern bicycle technology and components.
• Incorrect diagnosis to complex issues leading to temporary repairs, quick fix approach and further damage.
• Scarce knowledge of bike designs, purpose behind each component, its application that hinders effective troubleshooting.
• Improper dedicated service workspace without a separated dry and wet area for maintenance. In many instances, I have found no wet area in the workshop and the bikes are sent to Motorcycle/Car workshops for wet cleaning. Even buckets are used for cleaning the bikes with laundry detergents.
• Cheap and sub-par bicycle lubes and cleaners are used during service to keep cost under check compromising on the life of the original components.
• Shortage of genuine spare parts leaving customers with no choice but to compromise with low grade alternatives and poor ride experience.
• Unhygienic and disorganised workshops potentially damaging bikes during service.
• Long delays in addressing under warranty issues causing inconvenience and frustration for consumers.
• Some times and not always – discourteous and unhelpful service staff resulting in a negative customer experience.
• Using wrong tools and spare parts equipment and damaging the bikes during service.
• Lack of willingness to learn and upgrade with new skills, tools and methods.
• Delay and compromise in adoption of Brand SOP service guidelines.
• Lack of mechanic uniforms like aprons and gloves giving an untidy appearance to the service personnel.
• Unwillingness to take ownership by the brands, shops and service team and passing the buck on consumers incase of messy jobs and damages.
  
  Discouraged and helpless, many riders surrender to the pressure accepting temporary solutions and dissatisfactory services on ‘as is, where is’ basis.
  
  With so many unpleasant encounters at different stages of consumer journey, many riders quit cycling and shift interest in other hobbies and physical activities.
  
  How has been your experience in availing after sales service with bike shops? Any instance you recall?

Cover image: Unsplash/Anton Savinov

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Author: Vijay Malhotra, Mumbai.