Introducing: Service Cancellation Waitlist
Hello and happy new year! Winter is here, sunset is after 5:00pm again, and I (jace) had a nice little end of year break to clean the back of the shop and get back to some of my admin projects.
I’m pleased to say we are piloting what many have asked for in the last year: a cancellation list for service appointments. Thank you to everyone who provided the feedback that this was desired and please continue to bear with us as we figure out how to make this process as easy as possible.
How do I get on the list?
The list, for now at least, will be collected via google forms. You can access it here. Please fill out a separate request for each bike you may have. I recommend selecting “Send me a copy of my responses” at the bottom; it’ll email you a copy and you can edit the form through the link if your needs change. Otherwise, feel free to email us or just submit it again.
What is this list?
This list will be for collecting inquiries looking to get in faster than what the appointment calendar is offering. The availability to reach out to invite off this list will come from (a) late cancellations and no-shows and (b) if we're unexpectedly running ahead of schedule. We will, if there is availability, reach out to people on this list to offer service slots no less than 24 hours from now, and no more than two weeks out.
What this list isn’t
This list is not a guarantee of service. I have no idea how this winter will go with the weather, cancellations, etc to know if we’ll be able to bring in many or even any of these bikes. Please book an appointment that is available also, or reach out to ask for advice on other options for getting the service you need.
This list is also not meant to replace our responsiveness to right-now type emergencies. You’ve got a flat, a broken spoke, something is going terribly wrong: please do not hesitate to call or email us.
Another exciting update is we’re now open six days a week, so feel free also to drop by and we can check in with you about making a plan for getting your service needs addressed.
This list also will not fully replace the current system of cancellations automatically reopening: appointments that are cancelled more than two weeks in advance (the minority of cancellations) will automatically reopen. This is mostly just a function of the way the booking tool works.
How will the list be used?
This list will not be used in strictly chronological order of requests. We will prioritise small urgent projects, both because those are keeping bikes off the road, and are easier to fit into our very busy schedule. Providing more information in the form and having more flexibility in leaving the bike will also help expedite requests. The descriptions for the questions include some additional notes to be as transparent as possible in our triaging.
So how will it work?
The process will (hopefully) go:
You book an appointment on our regular calendar that is disappointingly far away.
You also submit the waitlist request through this form. We receive your request.
Days, weeks, or even months later, we experience a cancellation and if your request is the oldest most urgent issue and your availability aligns with the slot, we will reach out to offer it to you.
You will get back to us within 24 hours and let us know if you are interested in that slot.
If you are not interested or do not reply, after 24 hours we will offer it to someone else, etc until it is filled.
If you do not end up making it in off the waitlist, then you would bring your bicycle in for the originally scheduled appointment through the routine booking tool.
If your issue becomes worse during your wait, please reach out again and we can reassess other options for getting the service your bike needs asap.
Any other questions?
Thank you for your patience, and your understanding. We are trying hard to be able to offer the service that everyone needs and understand this is not the ideal solution, but hopefully a step in the right direction.
Please do not hesitate to call or email us also to brainstorm additional options for helping to get your service completed!