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University Bicycles的点评
点评：I recently purchased a brand-new Specialized Rockhopper mountain bike online from University Bicycles in Boulder, Colorado. What should have been an exciting purchase turned into one of the most frustrating retail experiences I’ve had.
When I picked up the bike, I immediately noticed that the wheels were dusty. I didn’t think much of it at the time. I assumed perhaps the bike had simply been test-ridden by the shop to make sure everything was working properly.
Unfortunately, once I started riding it, I noticed something wasn’t right with the shifting.
At times, I would have to try four or five times just to get the bike to change gears. After only my third ride, the gear shifter failed completely.
I initially treated it as a freak mechanical problem. I brought the bike back to University Bicycles, and the shop replaced the shifter.
I took the bike home expecting the problem to be solved.
It wasn’t.
The same bizarre shifting behavior started happening again. Rather than continue riding until another component failed, I brought the bike back to the shop.
This is where the experience became particularly frustrating.
A mechanic inspected the bike and acknowledged to me that it was, in fact, changing gears in an unusual way. I also had my older bicycle at the shop for repairs following an accident, and I want to be fair about this: they did a fine job repairing that bike.
A few days later, however, I received a call asking me to speak with a manager.
When I returned the call, I was told there was nothing wrong with the Rockhopper’s shifting. The conversation then turned into a lesson on how I should be changing gears.
That was incredibly frustrating.
This was a brand-new bicycle. I had already experienced a complete shifter failure, the replacement was beginning to exhibit similar behavior, and one of their own mechanics had acknowledged to me that the bike was shifting strangely.
I told the manager that at this point I wanted either a replacement bicycle or a refund.
I was then told I would have to pay a 15% restocking fee.
On a roughly $1,500 purchase, that is not an insignificant amount of money.
When I continued explaining that I believed something was wrong with the bike, I was told that I had simply purchased a “cheap bike.”
Maybe $1,500 is considered inexpensive in some corners of the bicycle industry. It certainly isn't a cheap purchase to me.
I still tried to find a reasonable solution. I said I would happily take a replacement Rockhopper and even mentioned that a darker color would be nice. I was told the bikes were in boxes and they couldn't tell me what colors they were.
At that point, the entire situation stopped feeling right to me.
I wasn't asking for special treatment. I wasn't trying to return a perfectly functioning bicycle because I changed my mind.
I had purchased what was represented to me as a new bike, experienced unusual shifting almost immediately, had the shifter fail completely after only a few rides, had the component replaced, and then began experiencing similar shifting problems again.
Yet I was being told there was nothing wrong with the bike while simultaneously being told I would lose 15% if I returned it.
I finally told the manager that I intended to document my experience publicly, write a review and article about it, and report what had happened.
The tone of the conversation changed.
The manager apologized and said the general manager would call me. I said I didn't need another lesson on how to shift gears and asked that they communicate with me in writing instead.
The following day, I received an email informing me that I would receive a full refund and that I should purchase my next bicycle somewhere else. The message ended by wishing me “good luck.”
I did ultimately receive my full refund, and I want to make that absolutely clear.
But receiving the refund doesn't erase the experience that led up to it.
I cannot say whether anyone else has experienced something similar, and I am not claiming that the shop has a broader policy or scheme involving restocking fees. I can only describe exactly what happened to me.
What concerns me is that I was initially facing a 15% restocking fee while trying to return a bicycle that I believed had a recurring mechanical problem—and that the demand disappeared only after I said I intended to publicly document and report the situation.
That is something I believe prospective customers deserve to know.
If you've had a similar experience with University Bicycles in Boulder—particularly involving a defective or problematic new bicycle and a proposed 15% restocking fee—I would be interested to hear what happened.
And one final note:
If you happen to purchase a dark green Specialized Rockhopper from this shop and begin experiencing strange shifting problems, I would be very interested in hearing from you.
Maybe my experience was an isolated one.
I sincerely hope it was.
When I picked up the bike, I immediately noticed that the wheels were dusty. I didn’t think much of it at the time. I assumed perhaps the bike had simply been test-ridden by the shop to make sure everything was working properly.
Unfortunately, once I started riding it, I noticed something wasn’t right with the shifting.
At times, I would have to try four or five times just to get the bike to change gears. After only my third ride, the gear shifter failed completely.
I initially treated it as a freak mechanical problem. I brought the bike back to University Bicycles, and the shop replaced the shifter.
I took the bike home expecting the problem to be solved.
It wasn’t.
The same bizarre shifting behavior started happening again. Rather than continue riding until another component failed, I brought the bike back to the shop.
This is where the experience became particularly frustrating.
A mechanic inspected the bike and acknowledged to me that it was, in fact, changing gears in an unusual way. I also had my older bicycle at the shop for repairs following an accident, and I want to be fair about this: they did a fine job repairing that bike.
A few days later, however, I received a call asking me to speak with a manager.
When I returned the call, I was told there was nothing wrong with the Rockhopper’s shifting. The conversation then turned into a lesson on how I should be changing gears.
That was incredibly frustrating.
This was a brand-new bicycle. I had already experienced a complete shifter failure, the replacement was beginning to exhibit similar behavior, and one of their own mechanics had acknowledged to me that the bike was shifting strangely.
I told the manager that at this point I wanted either a replacement bicycle or a refund.
I was then told I would have to pay a 15% restocking fee.
On a roughly $1,500 purchase, that is not an insignificant amount of money.
When I continued explaining that I believed something was wrong with the bike, I was told that I had simply purchased a “cheap bike.”
Maybe $1,500 is considered inexpensive in some corners of the bicycle industry. It certainly isn't a cheap purchase to me.
I still tried to find a reasonable solution. I said I would happily take a replacement Rockhopper and even mentioned that a darker color would be nice. I was told the bikes were in boxes and they couldn't tell me what colors they were.
At that point, the entire situation stopped feeling right to me.
I wasn't asking for special treatment. I wasn't trying to return a perfectly functioning bicycle because I changed my mind.
I had purchased what was represented to me as a new bike, experienced unusual shifting almost immediately, had the shifter fail completely after only a few rides, had the component replaced, and then began experiencing similar shifting problems again.
Yet I was being told there was nothing wrong with the bike while simultaneously being told I would lose 15% if I returned it.
I finally told the manager that I intended to document my experience publicly, write a review and article about it, and report what had happened.
The tone of the conversation changed.
The manager apologized and said the general manager would call me. I said I didn't need another lesson on how to shift gears and asked that they communicate with me in writing instead.
The following day, I received an email informing me that I would receive a full refund and that I should purchase my next bicycle somewhere else. The message ended by wishing me “good luck.”
I did ultimately receive my full refund, and I want to make that absolutely clear.
But receiving the refund doesn't erase the experience that led up to it.
I cannot say whether anyone else has experienced something similar, and I am not claiming that the shop has a broader policy or scheme involving restocking fees. I can only describe exactly what happened to me.
What concerns me is that I was initially facing a 15% restocking fee while trying to return a bicycle that I believed had a recurring mechanical problem—and that the demand disappeared only after I said I intended to publicly document and report the situation.
That is something I believe prospective customers deserve to know.
If you've had a similar experience with University Bicycles in Boulder—particularly involving a defective or problematic new bicycle and a proposed 15% restocking fee—I would be interested to hear what happened.
And one final note:
If you happen to purchase a dark green Specialized Rockhopper from this shop and begin experiencing strange shifting problems, I would be very interested in hearing from you.
Maybe my experience was an isolated one.
I sincerely hope it was.
翻译：我最近在科罗拉多州博尔德市的University Bicycles网店购买了一辆全新的Specialized Rockhopper山地车。本应是一次令人兴奋的购物体验，结果却成了我经历过的最令人沮丧的购物经历之一。
取车时，我立刻注意到车轮上沾满了灰尘。当时我没太在意，心想或许是店员为了检查车辆是否正常而试骑过。
可惜的是……一旦我开始骑行，就发现换挡有些不正常。
有时候，我得尝试四五次才能让自行车换档。才骑了三次，变速装置就完全失灵了。
起初我以为这只是个罕见的机械故障。于是我把自行车带回University Bicycles维修店，店员也更换了变速装置。
我以为问题就此解决了，便把车带回家。
但并没有。
那种奇怪的换挡现象又重新出现了。我没有继续骑行直到另一个零件也损坏，而是把自行车送回了店里。
正是在这里，我的体验变得格外令人沮丧。
一位修车师傅检查了自行车，并向我承认它确实是以一种不寻常的方式换挡。当时我的另一辆旧自行车也因事故送修，客观来说：他们把那辆车修得不错。
然而几天后……我接到电话，要求我与经理通话。
回电后，对方告诉我Rockhopper的换挡功能没有任何问题。接着谈话就变成了关于我该如何换挡的“教学”。
这真的让人无比沮丧。
这可是一辆全新的自行车。我之前就遇到过整个换挡器失灵的情况，后来更换的换挡器也开始出现类似问题；就连他们自己的维修人员也向我承认，这辆车的换挡确实很异常。我告诉经理，此刻我希望能得到一辆替换用的自行车或者退款。
随后我被告知，我必须支付15%的重新入库费。
对于一笔约合1,500美元的消费来说，这笔费用绝非小数目。
当我继续解释说我觉得这辆自行车有问题后，对方却称我买的只是一辆“便宜自行车”罢了。
或许在自行车行业的某些圈子里，1,500美元算得上是个低价。但对我而言，这绝对不算一笔便宜的支出。我仍然试图找到一个合理的解决办法。我说我很乐意接受一辆替换用的Rockhopper自行车，甚至还提到颜色深一些会更好。对方告诉我那些自行车都装在盒子里，他们无法确定具体是什么颜色。
就在那时，整个情况开始让我觉得不对劲了。
我并没有要求什么特殊待遇。我也不是因为改变主意就要退回一辆完好无损的自行车。
我购买的本来应该是一辆全新的自行车啊。这辆自行车几乎立刻就出现了换挡异常的情况；才骑了几次，换挡器就彻底失灵了。我更换了相关部件后，类似的问题又再次出现。
然而，我得到的回复却是自行车没有任何问题，但同时又告诉我，如果退货的话我会损失15%的款项。
最后，我告诉经理，我打算公开记录自己的经历，撰写相关评论与文章，并把发生的事情公之于众。谈话的语气变了。
经理道了歉，还说总经理会给我打电话。我说我并不需要再接受关于如何换挡的指导，并请求他们以书面方式与我沟通。
第二天，我收到了一封邮件，告知我会得到全额退款，还让我去别的地方购买下一辆自行车。邮件最后祝我“好运”。
最终，我确实收到了全额退款。我要把这一点说得非常清楚。
不过，收到退款并不能抹去导致这一结果的经历。
我说不准是否还有其他人遇到过类似情况，我也没有声称这家店存在涉及补货费的某种政策或套路。我只能如实描述发生在我身上的事情。让我担忧的是，当初当我试图退还一辆我认为存在反复出现的机械故障的自行车时，商家竟要求收取15%的补货费；而直到我表示打算公开记录并报告这一情况后，这种要求才消失不见。
我认为，潜在的消费者有权知晓这些情况。如果你在博尔德的University Bicycles店也有过类似的经历——尤其是遇到有缺陷或存在问题的全新自行车，以及店方要求收取15%的重新入库费的情况——我很想听听你的经历。
最后再提一点：
如果你恰好从这家店购买了一辆深绿色的Specialized Rockhopper自行车，之后又遇到了奇怪的变速问题，我也非常希望能收到你的反馈。
也许我的经历只是个例罢了。
我真心希望如此。
取车时，我立刻注意到车轮上沾满了灰尘。当时我没太在意，心想或许是店员为了检查车辆是否正常而试骑过。
可惜的是……一旦我开始骑行，就发现换挡有些不正常。
有时候，我得尝试四五次才能让自行车换档。才骑了三次，变速装置就完全失灵了。
起初我以为这只是个罕见的机械故障。于是我把自行车带回University Bicycles维修店，店员也更换了变速装置。
我以为问题就此解决了，便把车带回家。
但并没有。
那种奇怪的换挡现象又重新出现了。我没有继续骑行直到另一个零件也损坏，而是把自行车送回了店里。
正是在这里，我的体验变得格外令人沮丧。
一位修车师傅检查了自行车，并向我承认它确实是以一种不寻常的方式换挡。当时我的另一辆旧自行车也因事故送修，客观来说：他们把那辆车修得不错。
然而几天后……我接到电话，要求我与经理通话。
回电后，对方告诉我Rockhopper的换挡功能没有任何问题。接着谈话就变成了关于我该如何换挡的“教学”。
这真的让人无比沮丧。
这可是一辆全新的自行车。我之前就遇到过整个换挡器失灵的情况，后来更换的换挡器也开始出现类似问题；就连他们自己的维修人员也向我承认，这辆车的换挡确实很异常。我告诉经理，此刻我希望能得到一辆替换用的自行车或者退款。
随后我被告知，我必须支付15%的重新入库费。
对于一笔约合1,500美元的消费来说，这笔费用绝非小数目。
当我继续解释说我觉得这辆自行车有问题后，对方却称我买的只是一辆“便宜自行车”罢了。
或许在自行车行业的某些圈子里，1,500美元算得上是个低价。但对我而言，这绝对不算一笔便宜的支出。我仍然试图找到一个合理的解决办法。我说我很乐意接受一辆替换用的Rockhopper自行车，甚至还提到颜色深一些会更好。对方告诉我那些自行车都装在盒子里，他们无法确定具体是什么颜色。
就在那时，整个情况开始让我觉得不对劲了。
我并没有要求什么特殊待遇。我也不是因为改变主意就要退回一辆完好无损的自行车。
我购买的本来应该是一辆全新的自行车啊。这辆自行车几乎立刻就出现了换挡异常的情况；才骑了几次，换挡器就彻底失灵了。我更换了相关部件后，类似的问题又再次出现。
然而，我得到的回复却是自行车没有任何问题，但同时又告诉我，如果退货的话我会损失15%的款项。
最后，我告诉经理，我打算公开记录自己的经历，撰写相关评论与文章，并把发生的事情公之于众。谈话的语气变了。
经理道了歉，还说总经理会给我打电话。我说我并不需要再接受关于如何换挡的指导，并请求他们以书面方式与我沟通。
第二天，我收到了一封邮件，告知我会得到全额退款，还让我去别的地方购买下一辆自行车。邮件最后祝我“好运”。
最终，我确实收到了全额退款。我要把这一点说得非常清楚。
不过，收到退款并不能抹去导致这一结果的经历。
我说不准是否还有其他人遇到过类似情况，我也没有声称这家店存在涉及补货费的某种政策或套路。我只能如实描述发生在我身上的事情。让我担忧的是，当初当我试图退还一辆我认为存在反复出现的机械故障的自行车时，商家竟要求收取15%的补货费；而直到我表示打算公开记录并报告这一情况后，这种要求才消失不见。
我认为，潜在的消费者有权知晓这些情况。如果你在博尔德的University Bicycles店也有过类似的经历——尤其是遇到有缺陷或存在问题的全新自行车，以及店方要求收取15%的重新入库费的情况——我很想听听你的经历。
最后再提一点：
如果你恰好从这家店购买了一辆深绿色的Specialized Rockhopper自行车，之后又遇到了奇怪的变速问题，我也非常希望能收到你的反馈。
也许我的经历只是个例罢了。
我真心希望如此。
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