Alex Karpinsky

Review of Cap's Westwood Cycle

I need to give credit where credit is due. I've be...

I need to give credit where credit is due. I've been into Westwood Cycles a few times lately for various things and keep going back. Now I won't go anywhere else. I've worked retail and customer service my whole career and can recognize good service when I see it. I've also worked in the bike industry and these guys are the real deal. There is a reason there is a lineup to get into the service shop.

I had a Giant bike that I purchased in Australia and took it in for a service. I later broke my rear cassette and took it into the service shop. Ryan helped me out and was blown away by the service I received. I was in a tricky situation -- I had (what I felt to be) a genuine warranty with a major components manufacturer. After doing some research online, I learned that due to the fact this part was spec'd on a complete bike, I would have to warranty this through the bike manufacturer (Giant) rather than the cassette manufacturer. Fair enough. Different distributors for Giant Bikes in Canada and Australia make this difficult. To compound matters, I was leaving for an international race in 5 days. I took the part into Ryan on a Sunday to ask him to have a look at it. After discussing my options, I left it with them to talk to the manufacturer and see if they could order a new part.
Monday AM before lunch I received a call that the part had been replaced and was ready to come pick it up. Honestly they couldn't have couriered a part out that quickly. Due to the strong relationships ( one can only imagine?) with the manufacturers, they had swapped the part out with floor stock and were going to get a credit for a new retail piece from the manufacturer.
I was absolutely blown away by this service. Not only the fact that they would do this when I didn't purchase the bike there, they don't even SELL Giant, but that they risked taking a hit on this to get me out racing. This speaks volumes about the relationships they must have with their suppliers and honestly feel that you could buy with confidence from them. This is rare in the bike industry and these guys have a new full time customer. Retailers take note: THIS is how it's done.

(I'm late on this review as I've only just returned back to BC after some time overseas, this took place in Sept. '15.
I was assisted by the Service MGR, Ryan the head Mechanic, and Evan on the sales floor. This shows what a team effort it was to get me back on the road.
I don't have any affiliation with this store, only just want to give credit where it's due)

alex