My Mountain

For a store that claims their ‘focus is on quality’ I must say I was left sorely disappointed with the service I received after purchasing a bike from this shop. Now I am sure there are plenty of people who have had brilliant service from My Mountain so please take my story as a single customer’s experience and decide for yourself.
I was in the market for a brand new bike and was deciding between buying from My Mountain and a competitor. So I posed the question to the folks at My Mountain as to why they offer a single free bike service with any new bike compared to the full year of free service from another shop. I was told that it was because the other shop’s idea of a bike service was to tighten the brakes and do little else, whereas the ‘quality’ service at My Mountain involved taking every single part off the bike and servicing it in full.
I am a big believer in quality over quantity — so I made the decision to buy my bike from My Mountain. They didn’t have the size I needed so I was told to come back in a week while they ordered it in. I came back in said week only to find the price of the bike I had already agreed to purchase had suddenly gone up $ 50. It was new stock I figured, so I let it pass.
A few months later I brought my bike in for it’s one and only free service. When I went in to pick it up they told me it needed a new bottom bracket to which I expressed surprise, considering how new the bike was. They agreed with me that it was unacceptable for this kind of part to break so quickly and kindly offered to replace the part for free. I was told to come back in a week while they ordered the part in for me.
It was at this time that I cycled away with the realisation that they had literally just tightened the breaks on my bike as the ‘full service’ they had talked up previously. So I came back the next week to query their idea of a full service and get the new bracket fixed. To my surprise the guy who had served me the week before had no memory or record of me needing a new bracket and asked if he could have a look at my bike to see (once again) what the problem was.
After a brief look he announced to me that I didn’t need a new bracket after all that it just needed tightening. I explained that this was strange as it was only last week that he advised me that I needed a new one and that now that he had offered to replace it for free it suddenly only needed tightening. His answer to my query about only the breaks being tightened in the ‘full service’ was to squirt a little bit of oil on the chain for me.
Worst service ever! That is both bike service and customer service.