and those they did complain are the minority
Believe it or not, yes they are. Evans (like any other large chain store) deals with hundreds of thousands of customers a year. The same 10-15 people on STW crop up on every single Evans thread with the same tired old stories. I don’t doubt that, on occasions, things go wrong, the customer is let down etc etc but the same can be said of every other shop in existence. For example, I’ve had dreadful service from Condor in the past to the extent where I won’t consider buying anything from them again but some people think they can do no wrong.
Statisically, you’ll hear far more about something when it goes wrong than when it goes right – the vast majority of people who have no problems will just get on with life and say nothing, the few who are let down will shout about it to all and sundry, that goes for Evans or any other shop/service.
Robin here is obviously very experienced and knowledgeable.
…and how did you deduce that?
Perhaps from my post, ‘hopevalley’, ‘magic cyclist’ and Robin himself? As Robin pointed out, very few of the posts above actually answer the OP’s question. I’m sure that when the OP has had his free fork service, he’ll post back on here to let everyone know how it went…