A dream visit to the bike workshop - this is what it looks like: The broken bike is quickly pushed into the shop just before closing time, where it is received in a friendly manner. The quick check is carried out immediately and gives a clear picture: the bike owner's self-diagnosis is confirmed, the brake pads are worn down. Okay, the replacement is agreed. It turns out that the rear wheel hub has play and the chain needs to be replaced. Here, too, a replacement is agreed, as well as the collection date, including a clear cost estimate. The good piece can be picked up the very next day at the same time. The price was right, as agreed and reasonable, and everything was done as promised. So it's off to the mountains again this weekend. And there's even a little treat: the previously dirty sprockets have been cleaned, everything runs like clockwork and the refurbished bike rolls smoothly on its way home.
Of course, the dream workshop visit only looks like this from the customer's perspective. On the other side of the counter, you fear the horror customer who storms into the shop at the wrong time and wants to be served immediately. He has waited so long to have his bike repaired that nothing works at all. And now they want everything on the bike, which is actually no longer functional, to be repaired immediately or by yesterday, preferably at a bargain price. Spare parts were previously ordered cheaply on the Internet - and then the wrong ones ...
Of course, it doesn't work like that either. But how can the two sides come together fairly, realistically and harmoniously?
You can find these topics here in our workshop guide:
What would you like?
Clear processes and agreements make sense at the interface between the bike and the workshop.
1 The right planning
One of the most annoying problems in bike workshops starts before the actual work even begins: when is the best time to drop by with your broken bike or a bike in need of maintenance? Spontaneously, or with an appointment, and when is the best time of year to do this? Naturally, there are peak times during the season when the shop is packed and workshop capacity is more than exhausted. Turning up at the shop at the last minute before a tour without an appointment and expecting everything to be fixed immediately is simply unrealistic. The desire of some customers to at least be able to wait for minor repairs on site and take the bike back with them straight away is understandable, but even well-organised shops can only rarely fulfil this wish. So it's better to call and make an appointment in advance. And, if possible, with a rough estimate of what might need to be done. Is it a general inspection, which is definitely recommended annually depending on usage? Or are there specific problems that can be narrowed down more precisely and the time and materials required can be roughly estimated? In any case, it is a good idea to use the winter months for the inspection.
2 The initial check-up
At the beginning of the workshop visit, it is similar to a visit to the doctor: First of all, it should be clarified what is actually wrong with the patient and what brings them to the practice. Just like at the doctor's, the mechanic takes a medical history, i.e. a check-up in various steps and with different areas that are checked for defects, damage, wear and tear or other problems. Because even if it's just a flat or worn tyre or a brake that no longer works - in other words, obvious things - high-tech cars in particular contain sophisticated and complex components that require regular maintenance, inspection and care.
3 What should it cost?
In addition to making an appointment, the price is the next important and sometimes tricky point where there is a need for clarification between the bike shop and the customer. Once the scope of the repairs or inspection has been discussed, both parties should agree on a cost framework that is as precise as possible, or on a fixed price that is then binding.
4 How long does it take?
And when will the bike be ready for use again and can it be collected? If you are a regular customer in a shop and only order a small repair, you can pick up your bike immediately with an appointment and a little luck and patience. Normally, however, this is rarely possible. Experience has shown that it usually takes a few days for individual, small to medium-sized repairs. If a major inspection or maintenance is due, it can take one to two weeks. It can take longer if spare parts such as brake pads are not available or only available with long waiting times. In extreme cases, you may end up getting the bike back unrepaired or waiting many weeks. Ideally, after a successful visit to the workshop, everything is back to normal and the bike is a joy to ride again. But what if not? From a legal point of view, bike repair or maintenance is a trade, so the same legal framework applies: If the customer notices defects or damage, they can insist on a repair and ideally set a deadline for this.
5 Fork & damper
Many shops do not service suspension components themselves, but send the parts to the relevant service centres. If you are confident enough to remove the fork or damper, you can usually do it yourself and save yourself a trip to the dealer. The Fox Service Centre offers a small or large service as well as customised tuning from 159/139 euros. Rockshox products can be ordered via the sales Sport Import be sent in. Maintenance and tuning of suspension forks and shocks cost from 125 euros.
Interview with Dipl.-Ing. Dirk Zedler, bicycle expert
BIKE: If there are disagreements between the bike workshop or shop and the customer, experts like you are called in in complicated cases. What are they usually about?
DIRK ZEDLERThe point is that the allegations must be substantiated in the form of evidence. As a publicly appointed expert, I then draw up an expert report that can also be used in court, for example to clarify claims for damages. In principle, the goods, for example the repaired mountain bike, must be handed over free of defects and in a roadworthy condition. If this is not possible or otherwise agreed, it must at least be documented so that there is no dispute later on. My cases range from serious accidents due to material or technical faults to trivialities such as an unoiled chain that led to an inexplicable noise for the customer - in this case, he had to pay for the entire procedure and expert opinion.
We've been hearing a lot recently that there is a lack of well-qualified staff in the shops, especially fully trained two-wheeler mechanics or mechatronics engineers. Is this true, and does this lead to poor quality work?
In any case, it is true that too many dealers are not committed enough to training. In addition, many bike shops have not yet adapted sufficiently to the bike boom, which has left the purely hobby corner in many areas. There needs to be greater professionalisation here. However, customers also have to accept that good work costs money. We are dealing with absolutely high-tech material, and maintenance also costs money.
As a customer, how can I get the right information to judge what needs to be done and how often my bike needs to be serviced?
The instruction manual supplied with every bike is very important here. It may have the eroticism of athlete's foot, but it also contains maintenance intervals, for example.
Is there a guarantee or warranty on the repairs, and what is the difference?
A guarantee is only a voluntary service provided by the manufacturer and relates, for example, to components such as the frame. Although warranty is often referred to, it is actually the liability for material defects when purchasing. However, you can assert rights under the law on contracts for work and labour if the work was carried out improperly or incorrectly.
This is how it is regulated: Contract for work
If you bring your bike to the shop for an inspection or repair, you are legally entering into a contract for work and labour. It comes from craft law and obliges the bike shop to produce the agreed "work" on time and in accordance with the contract, and the customer in turn to pay for the work and materials as agreed. If you want to read up: § 631 BGB - but it is only formulated in very general terms.
Not satisfied: Rework?
Does everything fit and the bike rolls out of the shop like lightning? Great! But what happens if it turns out that the work was not done as it should be? Then, if the customer's complaint is justified, they can demand a so-called rectification, also known as subsequent fulfilment. The workshop must then go back to the drawing board and carry out the previously improper or incomplete repair or maintenance work correctly. They usually have up to two attempts to do this, otherwise the customer can try to reduce the price or cancel the contract altogether. Wear parts such as brake pads, chains etc. are logically excluded from this regulation.
Costs getting out of hand?
Apart from inadequate work on the bike, the subject of cost estimates is a frequent source of conflict. Deviations of around 15 to 20 per cent are still considered acceptable, but are nevertheless annoying. It is better to agree a detailed and binding quote with a fixed price. This can then normally not be exceeded.
Good work
Clear processes and agreements make sense at the interface between the bike and the workshop.
Quality criteria
Bike shops and their workshops are like everywhere else: there are trustworthy shops where work is organised and well-structured. And there are shops that look more like a chaotic tinkering room and where you would rather not hand over your high-quality sports equipment. On the one hand, it's not a bad idea to listen to your gut feeling, the tips and experiences of friends and acquaintances, or even internet reviews. On the other hand, there are also a number of criteria that can be used to recognise a good shop that also has a reliable workshop.
We have also worked with the VSF (Verbund Service und Fahrrad), which was the first bicycle trade association to develop a certification including a seal of quality ("VSF..all-ride") with clear criteria. The ZEG (Zweirad-Einkaufs-Genossenschaft) is now also following the example of the VSF. TÜV and DEKRA are working on similar concepts and in some cases are conducting tests of bike workshops, such as TÜV Rheinland in 2021. According to the VSF, the following points in particular play a role in qualifying as a recognised good workshop:
- Good presentation on the Internet
- Visually appealing shop, workshop recognisable from the outside, tidy and clearly structured inside
- Price transparency: The most important prices are presented on a list in the shop, preferably also on the website
- Possible presentation of documents such as certifications, further training or master craftsman's certificates
- Dialogue acceptance with the customer: joint inspection of the bike on the assembly stand; check for defects other than those specified by the customer; cost estimate or fixed price
- Clear scheduling and adherence to deadlines
- Agreed repair price will not be exceeded on collection; if further problems arise during the work on the bike and it becomes more expensive than agreed, this will be clarified by consultation
- Use of workshop or maintenance logs: No bike leaves the shop that has not been thoroughly checked for further problems, safety defects or the state of wear of, for example, brakes, cables, chain etc. - preferably with the help of a systematic checklist
- Workshop sometimes rejects bikes that are in too poor a condition overall; or repairs for which the resources, such as the right tools, are not available, or for which the workshop staff are not trained
- Detailed invoice with a clear list of services
Who is actually working there?
What many people don't realise: Strictly speaking, businesses with workshops that account for more than 50 percent of turnover are obliged to employ at least one master craftsman. In practice, however, there are many lateral entrants who make use of exemptions - usually by providing proof of sufficient professional experience and an examination.
According to the VDZ (Association of the German Bicycle Trade), the specialist bicycle trade turned over 3.56 billion euros with workshop services in 2020 - including spare parts and accessories.
How much does an hour's work cost?
You can also recognise a good workshop by the fact that, to put it simply, it is neither too cheap nor too expensive. On the one hand, good work costs money, on the other hand, nobody wants to feel like they are paying pharmacy prices just because they have an expensive bike. There are no generally binding price lists, and there is a wide variation depending on the region and qualifications of the shop. According to the VSF, the price for an hour's work ranges from around 60 to 120 euros across Germany. On average, the price at the workshops we surveyed was around 80 to 85 euros.
Price examples
Even if the differences between individual workshops can be extremely large in some cases, the prices for typical work are currently around the following range:
Trends and extras
More digital, more mobile, more subscription-based, more service-orientated: what can be observed in many other industries can also be seen in the bike workshop sector. It is now often possible to book appointments on the shop's website, sometimes with even more precise details of what needs to be done. There are also subscription models or maintenance contracts, usually linked to the increasingly popular leasing bike contracts. If you can no longer manage to get your bike to the workshop quickly after work, perhaps because it is no longer running and you don't have a car to transport it: Recently, some garages have started offering to collect the bike for repair and then deliver it again. This may even be a particularly environmentally friendly option on a bicycle trailer, as offered by the Fahrradwahn workshop in Munich, for example. However, as it is becoming increasingly difficult to repair highly complex high-tech MTBs yourself, the capacity utilisation of workshops is also increasing and you sometimes have to wait a long time for an appointment.
Bike boom in the workshop too: The trend in sales there is clearly upwards: + 14 per cent in 2020, after an increase of 17 per cent in 2019 (VDZ data).
Conclusion by Stefanie Weinberger, freelance BIKE editor:
It's good to see that the days of slightly run-down repair shops, where you had to be lucky to get your expensive bike back in one piece and with all its parts, seem to be over. The era of service deserts, where the workshop was an unloved and unprofitable add-on area, also seems to be over and many shops are professionalising their processes. Nevertheless, both shops and customers have some catching up to do. The latter should be prepared to spend money on good service and the former to deliver the right quality in return.
Statement from Mario Kaaf, Radshop Ritzekitzel:
You can tell at first glance that this small, creatively furnished bike shop in the south of Munich is a passionate workshop: The handle of the entrance door is an old stem, and between the workshop area and the rest of the shop floor swings a door that was built with the help of a brightly coloured retro MTB frame and would also look at home in a western saloon. Over the years, shop owner Mario has learnt that good communication with customers is the most important thing:
It's best to go through the bike together and discuss what needs to be done. If something major comes up later during the repair that exceeds the agreed price, we try to get in touch to avoid surprises and frustration.
Statement from Elisa Garavini, amateur mountain biker and triathlete:
Spontaneously popping into a bike workshop the day before a competition to have your sprocket set changed so that you have a better gear ratio for the steep climbs in the Alps? You have to be lucky to get someone to do that - and the Italian-born cyclist, who lives and works in Munich, did.
I didn't think they would be ready so quickly and just wanted to ask if it might still be possible.
A shop was also accommodating with another problem, after others had refused to take on the somewhat thankless job of replacing a chainring bought on the internet, and only the middle one... Whenever possible, Elisa tries to do minor repairs herself - often with the help of tutorials from the internet, especially on YouTube.
Statement from Lars Kuswa, amateur mountain biker:
Bikes purchased by mail order or online directly from the manufacturer have a reputation for often not being accepted in bike dealers' workshops - in extreme cases, you may even be rudely removed from the shop, especially with particularly well-known mail order brands from the internet. This has not yet happened to Lars Kuswa, who has been riding a Propain Spindrift since 2018. Perhaps this is also due to the fact that the Munich resident has coped well with overdue maintenance work so far.
I have always removed the spring elements myself and sent them to workshops or handed them in locally for servicing. Removal is easy as the shock is only attached with two screws. I once had my wheels centred and the shop didn't care what brand the bike was.
Statement from Robert Huber, Amazing Shop bike shop:
For more than 25 years, the classy-looking shop in the south-east of Munich has specialised in a handful of high-quality, selected core brands and is predominantly geared towards sporty bikers. Anyone who has bought a bike there is given preferential treatment in the workshop during the often busy peak season in summer, but everyone else is not excluded:
In the low season between October and February, we take care of all bikes, regardless of where they were bought or what brand they are.
However, you can have the chain or tyre pressure checked at any time and free of charge, as this is important. Even if you have a flat tube or tyre, you can get help there spontaneously all year round without an appointment.
