Trek Problems Continue

[Dogmama]

<rant on>

I'm so disgusted.

To recap - my beautiful Madone (project one, 6.2 with Di2 - this ain't no Walmart bike!) has had problems. I had a blowout at 35 mph because of bad rim tap installation. The LBS has scratched my frame, handlebars, stem and stem cap. They also said, repeatedly, that they "went over the whole bike" - and about 300 miles later my crank fell off.

Trek in Wisconsin seemed to be helpful - at first. Now, they are ignoring my emails and phone calls. When they do respond, I get only partial answers. Questions like "Where are my handlebars being shipped to? Where is my stem cap?" go unanswered.

I was told that I have to live with the fact that the first shop scratched my frame. :mad::mad::mad: So, I'm going to another LBS (who knows the situation & agreed to help out) but at this point, I'm so aggravated that I'm ready to just pay for whatever Trek won't (like handlebar tape - oh but where ARE my handlebars?? :rolleyes:).

BUT, I'm not going down without a fight. I'm going to post this on Angie's list & talk about it to anybody who asks. Someone on another forum suggested I post it on the Trek Facebook page. Good idea? What can it hurt?

I keep thinking that if my last name was Armstrong, I wouldn't be having these issues.
<rant off>

[owlice]

A post on the Trek Facebook page is warranted IMO. I would likely write something like:


I've gotten very poor service from a Trek dealer, including work on my Madone which damaged the bike, but worse, potentially could have killed me. Trek in Wisconsin has said they would correct matters through another dealer, but now I'm not getting responses (from Trek) to my questions. I'm very disappointed; does Trek stand behind its products? To whom at Trek should I be talking to to get these serious issues resolved?

I'm sure that can be improved upon; the goal is to get them to understand that what you've been through is something that could embarrass the company quite a bit (or opened them/their dealer up to liability), but not look like a raving lunatic by (understandably but perhaps counterproductively) ranting and also not get your comment deleted by the page admins. You want to give Trek the opportunity to do the right thing and still save some face.

And then I'd follow up with a longer (emailed) letter to the president of the company. ("As I posted on Trek's Facebook page....")

[Dogmama]

Thanks for the feedback. I think I'll send another email and another phone call telling them that my next steps are Angies List, BBB and Facebook. At least they will have been warned!

[Mr. Bloom]

You might consider actually sending them a letter. It might bypass the typical filters that have already seen your emails and get in the hands of a more mature supervisor. My guess is that your objective is to satisfaction rather than revenge...you might also point out that the thousands of TE forum members are anxious to hear of your satisfactory outcome

[zoom-zoom]

Unfortunately the BBB doesn't really have any power. I found this out when we had a bad Panasonic microwave that was out for repairs for the last 4 months of the 1 year warranty. Then when the warranty was over we were SOL. I complained to the BBB and their hands were tied. Eventually someone new in Panasonic's customer care found our complaint over a year later and provided us with a really nice, new microwave, but that was no thanks to the BBB--Panasonic appeared to have pulled their heads out of their a$$es a bit belatedly.

Seriously, though, I was born and raised in WI and will never buy a Trek after the stories I've read. They're the biggest dog and have apparently become too big for their britches.

[eofelis]

Sorry to hear you are having major bike problems. My SO has been having major issues with the bike and the builder of a custom ti frame he got last year. You can read all about it here (http://www.bikeforums.net/showthread.php/810294-When-a-custom-frame-comes-out-bad-what-can-you-do). [Warning: it's a very long discussion!]

[Bethany1]

Best response would be by letter and very respectfully written. Explain the situation and be specific in what you would like done to rectify the situation. I would also express your dissatisfaction on how your LBS has handled the situation.

Is Trek and your LBS not communicating well? You shouldn't be having to make the phone calls, the store should. They have instant access to Trek and should know where your parts are and when to get them. Unless they haven't done anything and just hoping you'll go away.

You could post on Facebook as well. Just be tactful and explain the problem.

Are you putting the LBS on Angie's List and BBB or Trek in general as I was confused.

Out of curiosity are Trek/LBS liable if your accident is from faulty components or poor service?



Not impressed with my Trek LBS after my accident. My brakes had gone out on me that day contributing to my crash. I dropped off the bike and asked my LBS to go over the brakes. A week or so later the bike was ready and I brought it home.

Took it out for a test ride down the road and had no brakes. Talked to the LBS and they were 3 weeks behind and insisted he had gone over the brakes. Yeah, if I put the bike up on the stand, the brakes stop. If you ride the bike, they don't.

I talked to the guys on the mountain bike forum and they said the brakes needed cleaned and then realigned. Once I got the pads out they were a mess. I cleaned them, wiped down the rotors and attempted to realign the brakes. I had better braking power but not enough. I've had the bike almost a year and the brakes have never cleaned..my bad, but I thought that's what the shop was going to look at. If I'd gone back out on the trail thinking my brakes were fine, I'd have crashed again.

I called up the bike shop where I purchased my Salsas to see how backed up they were and he said a week. He said to drop the bike by and I'd pick up in a week or so. Long story short, since he knew it was a 160 round trip, he fixed the brakes that day and they work great.

Guess who is getting my business even though I'll have to pay for it.


Let us know how it works out. You paid a ton of money for that bike and Trek/LBS should have rectified it ASAP.

If you went to another Trek shop, explained the situation would they be able to get those parts in? Given your situation, when they do come, I wouldn't have that shop put it together.

[Dogmama]

The parts were supposed to be shipped to another Trek (independent, not a custom Trek-only shop) LBS. I haven't been able to confirm with Trek but am planning on just stopping by the second LBS (who will be doing the work on the bike & has a great reputation). They need to know that I don't have horns. :eek:

I would think that the first LBS would be responsible for the accident. Thankfully, I wasn't hurt - just scared half to death. I told the first LBS that they were lucky I'm an experienced rider because a novice would have dumped the bike right in traffic. Not blowing my own horn - but I've been riding over 20 years and have had my share of close calls. But never due to bike failure.

There are a slew of other questions that Trek in WI is ignoring. For example, how will Trek rectify the scratched frame? At present they said I have to live with it. :mad: I need to know that the second LBS will put on new handlebar gel tape & Trek will pay for it. Those are just a few questions that Trek in WI is ignoring.

Honestly - I'm so sick of this whole mess. DH has said just go to the second shop, get it done & send any bill to Trek. If they refuse to pay, get a lawyer. I hate to go that route. But we do know some pretty high powered lawyers who would work almost for free (DH is a private investigator for them).

RE BBB & Angie's list - I would send complaints to both WI and AZ BBB's just to have it on file. Ditto Angie's list. I know they won't do anything but I do feel that other people need to know before they lay out big bucks. If I had known, I wouldn't have dealt with the first LBS.

[Irulan]

Bummer. I absolutely adore my trek dealer.

[goldfinch]

The parts were supposed to be shipped to another Trek (independent, not a custom Trek-only shop) LBS. I haven't been able to confirm with Trek but am planning on just stopping by the second LBS (who will be doing the work on the DH has said just go to the second shop, get it done & send any bill to Trek. If they refuse to pay, get a lawyer. I hate to go that route. But we do know some pretty high powered lawyers who would work almost for free (DH is a private investigator for them).



I would visit with the shop that is going to do the work and see if they can help also act as intermediary with Trek.

I would not just get the work done and send Trek a bill. That likely is contrary to the terms of the warranty.

[Mr. Bloom]

Dogmama, I'm still trying to sort this out.

I understand your gripe with the LBS. But why are you attributing responsibility for the scratched frame and crank issues to Trek? Who applied the rim tape? Is the LBS a company owned store or independently owned?

[Dogmama]

Dogmama, I'm still trying to sort this out.

I understand your gripe with the LBS. But why are you attributing responsibility for the scratched frame and crank issues to Trek? Who applied the rim tape? Is the LBS a company owned store or independently owned?

The LBS scratched it but they have basically abandoned any culpability. I contacted Trek because the store I purchased from is a Trek Concept Store - they sell only Trek bikes. Trek WI has assumed liability for Trek LBS. Rim tape was applied by Trek at the factory.

But frankly, I'm just really sick of the whole mess. As much as I believe Trek should pay for this, it has become a nightmare and sucking WAY too much energy. It's a beautiful bike & rides like a dream. I'm becoming more inclined to just pay for whatever Trek won't & move on.

[ridebikeme]

It's hard to believe that you are still having issues with your bike/LBS. I do hope that namely TREK gets their heads out of their a** and helps you. Although I'm always hesitant to suggest this, I too think that TREK is too big for their pants, unfortunately they have been for many years. It's scary to think of the service that was performed on your bike both from the shop and from TREK, it's a nightmare! After learning that this was a TRek concept store, well let's just say that their actions speak loud and clear!

As others have suggested, I would contact #2 LBS and see if they can help out. I too would send a well written letter to TREK and perhaps even send it certified mail... simply because that should have a much bigger impact. Hopefully then, they'll accept repsonsibility and take care of things...and that will be the end of it. In the auto industry, they would loan you a car for the period of time that you were out it, perhaps you should ask Trek if they have that option.:cool:

Good luck with everything; I hope it's all completed by the next time that we hear from you!

[Mr. Bloom]

Now I understand. My Madone had two paint chips in shipping - nothing structural - but LBS offered a 10% discount and I've been fine with it since...but that was before I took possession.

On principle, you're 100% right, but odds of 100% satisfaction seem remote to me. I hope you find peace in whatever course you pursue.;)

[snapdragen]

Dogmama - check your PM's. :)

[Dogmama]

So finally all parts are in. But they are wrong.

1. Handlebars they sent are steel. I have carbon fiber. I told Jeff at Trek they were CF. He could have checked the build order on the project one if he didn't remember.

2. DH's bike computer was supposed to have cadence. It does not.

3. Stem cap - how can you screw that up? (I really didn't say that did I?)

But, sadly, I've really had enough. I took it to another LBS, showed them I didn't have horns & asked them to go over the bike completely. Tomorrow I will also be re-fitted on it. I'll just pay for whatever Trek won't pay for. It is just sucking too much energy. I'll live with my scratched up CF handlebars.

This is how big corporations get away with crap - they wear us little people down. Trek is refusing to answer phone calls & emails. I could escalate it but frankly, I'd rather pay a few hundred bucks and move on with my life. And I'll never buy another Trek bike & encourage my friends to do the same.

[SadieKate]

My sympathies. Trek pulled a similar stunt on my husband several years back. We will never buy another Trek.

[Desert Tortoise]

Dogmama, I'm sorry it has turned out like this for you. I hope the other LBS can at least make some things better for you.

I live just outside of Tucson. When I was shopping all over Tucson for my bike, I went to this store. They didn't have the bike I wanted in my size but offered to order it from another store that did have it. But, I would have to pay for it, without even trying it out first. And if it didn't work out I could not get my money back. I was puzzled because another small but well known local bike shop offered to order a Specialized something (not cheap) and no obligation on my part. Something didn't seem right about Trek so I moved on.

Later I learned about bike shops and customer service. I didn't get mad at Trek but I wasn't thrilled either. Another bike shop not far from Trek had much better customer service and there I got my Scott CR1 Pro, with all Ultegra for a better price.

I never really considered not going back to that Trek store, but after reading about your horrible experience, there's no way I'd go in there and spend serious money.

You have a beautiful bike (saw the pics you posted when you first got it) and I hope you can still have many happy miles.

[Catrin]

So sorry you are going through all of this Dogmama :(

[breeze]

What a mess, Dogmama. I hope the other LBS is better for you.

My local Trek concept store has been less than helpful, but I haven't spent much money there. (Not much opportunity, as that store carries only the larger WSD bikes.) Husband has been drooling over a Madone, though maybe we'll try to get it through the LBS rather than the Trek shop.

Anyway, good luck. I hope that you get some satisfaction from Trek corporate.

[Owlie]

Wow. In light of this, I'll be doing some serious re-thinking about ever buying a Trek.

[Catrin]

Wow. In light of this, I'll be doing some serious re-thinking about ever buying a Trek.

I had already decided not to do that before seeing all of this, but this just reinforces that decision.

[pll]

It is a shame that this would happen in a Trek "concept" store (what "concept", exactly, are they after?). I never considered Trek when I bought my bike in 2010 because of their affiliation to Lance Armstrong, but their shoddy customer service is astounding. Your story and ny_biker's one with the cracked frame (http://forums.teamestrogen.com/showthread.php?t=45286) are infuriating.

[zoom-zoom]

It is a shame that this would happen in a Trek "concept" store (what "concept", exactly, are they after?). I never considered Trek when I bought my bike in 2010 because of their affiliation to Lance Armstrong, but their shoddy customer service is astounding. Your story and ny_biker's one with the cracked frame (http://forums.teamestrogen.com/showthread.php?t=45286) are infuriating.

Yeah...from where I sit it appears that neither of these scenarios is an exception. After I first read ny-biker's story I googled to see if there were similar cases (thinking hers just sounded so beyond the pale that it had to be a rarity). Unfortunately these ladies are not alone. I've seen Specialized and Cannondale bend over backwards to make things right for their customers. Trek is apparently too big to make the effort, now. If they keep that up they won't remain the big deal that they are for long.

[pll]

Yeah...from where I sit it appears that neither of these scenarios is an exception. After I first read ny-biker's story I googled to see if there were similar cases (thinking hers just sounded so beyond the pale that it had to be a rarity). Unfortunately these ladies are not alone. I've seen Specialized and Cannondale bend over backwards to make things right for their customers. Trek is apparently too big to make the effort, now. If they keep that up they won't remain the big deal that they are for long.

Dogmama's case reminds me of the phrase an Italian friend uses frequently: "Never underestimate incompetence." ny_biker's story was closer to blackmailing: destroying the frame to see if the warranty applies just did not sound like a appropriate course of action.

[pll]

I have one final suggestion: tweet to @trekbikes, perhaps linking the threads in this forum that describe the litany of customer service mistakes.

ETA: I would re-tweet.

[ridebikeme]

+1 on the service of Cannondale!! I'm a very small shop, but customer service has always been great! Speacialized on the other hand, I've had problems with in the past. They're great at getting dealers to sign dealer agreements, but not great at 'policing' those policies.

I think the actions or lack of on Treks part have shown most people that there are plenty of other options and many with much better customer service... and in the long run, isn't that what we all want?

Dogmama, glad to hear that you are moving on with things.. here's to hoping that you have a great summer and fall riding program!


http://chasecyclery.blogspot.com

[Jo-n-NY]

+1 on the service of Cannondale!! I'm a very small shop, but customer service has always been great! Speacialized on the other hand, I've had problems with in the past. They're great at getting dealers to sign dealer agreements, but not great at 'policing' those policies.

I think the actions or lack of on Treks part have shown most people that there are plenty of other options and many with much better customer service... and in the long run, isn't that what we all want?

Dogmama, glad to hear that you are moving on with things.. here's to hoping that you have a great summer and fall riding program!


http://chasecyclery.blogspot.com

I have to disagree here about Specialize's customer service. In the shop my husband works in there have been minor problems with a couple of bikes and even the S-Works shoes. They questioned out of complete concern and didn't even blink an eye at doing the right thing. Not only that, any replacement was expedited. I have been to their headquarters in Morgan Hill and I have to say they run a first class operation and was very impressed with the time, energy & testing that goes into bike, helmets etc. It may sound like a work for them but I don't. If they had offices here on Long Island I would. They are just one of the better companies that the shop deals with.

[ridebikeme]

Jo-

I'm glad to hear that your LBS is being supported by Specialized; that's always good news!

However, the problem that I had was a fact, not something based on emotion/interpertation... simply a bad response from the big "S". Had you been in my shop that week, you would have witnessed what happened and it was a HUGE issue with a shop sponsered rider! At any rate, I'm glad to hear that you feel things are different... always welcome news :cool:

Back to the point of this topic: enjoy riding Dogmama!

[Mr. Bloom]

This is how big corporations get away with crap - they wear us little people down. Trek is refusing to answer phone calls & emails. I could escalate it but frankly, I'd rather pay a few hundred bucks and move on with my life. And I'll never buy another Trek bike & encourage my friends to do the same.

I'm not sure I agree with the first statement, but if you do, it's all the more reason to not give up. But regardless, it's clear to me that Trek made a mistake going retail:eek:

[Dogmama]

Picked up Madone from second LBS. They went completely through the bike and found

THE SAFETY TAB THAT KEEPS THE CRANK FROM FALLING OFF WAS NOT REPLACED!! THE BROKEN TAB WAS STILL ON THE BIKE!!

They replaced it & didn't charge me a dime for anything.

I did request a new fitting. The guy who did it (Max at Fairwheels, for you Tucsonans) was awesome. I was there for an hour while he moved stuff around like cleat position, saddle position, etc. It is SO comfortable now! He used the rules, levels and all the measuring stuff. The guy at the Trek concept store just eye-balled me on the bike & called it good.

(Shaking head like dog with water in ears...)

[pll]

Unreal, negligent work from the Trek concept store.

I do not know if those stores belong to Trek or whether they are franchises, but I won't shop at the one closest to me anymore. I have bought non Trek/Bontrager items there before, but I won't go back.

[Irulan]

I really think it's all about the shop: owner and customer service philosophy over corporate. A good shop owner will go to bat for a customer if corporate is being crappy.... doesn't matter what brand. They all have good and bad representatives out there.

[Zen]

I really think it's all about the shop: owner and customer service philosophy over corporate. A good shop owner will go to bat for a customer if corporate is being crappy.... doesn't matter what brand. They all have good and bad representatives out there.

Where's the 'like' button? My Trek dealer bends over backwards for me

[PinkBike]

+1 -- my Trek shop is great.
Also, I have a Trek Anthem helmet which I love, and when the plastic broke on the retention system I emailed Trekbikes and they answered and expedited a new one to me.

[azfiddle]

After all that, I'm very glad Fair Wheel did a good job and did right by you. I have only been in there to window shop, but I'm sure that is one reason they have been in business this long. You deserved better from the get-go, even if you had been purchasing a budget bike, and all the more so with the bike you spent so much money on. I would never have settled for an "eye-ball fitting"!


I didn't purchase a bike from Fair Wheel when I got my bike last year, but part of the reason was they were a little further away from me than the other shop that carried Specialized.

[Mr. Bloom]

Trek needs to know that more people than just dogmama are aware of their response and are watching.

http://www.trekbikes.com/faq/contact.php

Go to this link, choose customer service and feedback and give your support to dogmama's quest for satisfaction. Include a link to this thread...

[OakLeaf]

Zen!!!!! Welcome back! :D:D

[pll]

I really think it's all about the shop: owner and customer service philosophy over corporate. A good shop owner will go to bat for a customer if corporate is being crappy.... doesn't matter what brand. They all have good and bad representatives out there.

Just a clarification: I mean that I won't go shopping to another Trek concept store again. I view those as tightly related to the manufacturer and the brand, so shoddy customer service is a closer reflection of the manufacturer's policies. I still will be a customer to some Trek dealers -- there is a local shop less than a block from my place that sells Trek and other brands unrelated to Trek.

[Dogmama]

zen!!!!! Welcome back! :d:d

+1!!!

[pll]

Trek needs to know that more people than just dogmama are aware of their response and are watching.

http://www.trekbikes.com/faq/contact.php

Go to this link, choose customer service and feedback and give your support to dogmama's quest for satisfaction. Include a link to this thread...

Done.

[Dogmama]

Trek needs to know that more people than just dogmama are aware of their response and are watching.

http://www.trekbikes.com/faq/contact.php

Go to this link, choose customer service and feedback and give your support to dogmama's quest for satisfaction. Include a link to this thread...

That is where I started (on their website) & was assigned "Jeff" who ignores my phone calls & emails.

I've found a good shop and I'm happy. They sell Trek and many other bikes too.

I really can't put anymore energy into this - it isn't worth it. In my sage years, I have to evaluate if I'd rather be right or happy. In this case, I think I'll preserve what little sanity I have remaining.

I will do a blurb on Angie's List and the Tucson BBB about this so that I've done my civic duty. And, of course, tell anybody looking for a bike shop about my experiences. Beyond that, stick a fork in me because I'm done!

[pll]

Understandable Dogmama. I would do the same.

In the off chance that some Trek customer service read this thread, I want to link your first one (http://forums.teamestrogen.com/showthread.php?t=47266), where you first described the problems you had with the Trek concept store.

[Jo-n-NY]

That is where I started (on their website) & was assigned "Jeff" who ignores my phone calls & emails.

I've found a good shop and I'm happy. They sell Trek and many other bikes too.

I really can't put anymore energy into this - it isn't worth it. In my sage years, I have to evaluate if I'd rather be right or happy. In this case, I think I'll preserve what little sanity I have remaining.

I will do a blurb on Angie's List and the Tucson BBB about this so that I've done my civic duty. And, of course, tell anybody looking for a bike shop about my experiences. Beyond that, stick a fork in me because I'm done!

I don't blame you, I would feel the same after all this. I am glad that you found a shop that helped you and found the problem and you can consider reliable. On to some happy and safe rides!!!

[Irulan]

Understandable Dogmama. I would do the same.

In the off chance that some Trek customer service read this thread, I want to link your first one (http://forums.teamestrogen.com/showthread.php?t=47266), where you first described the problems you had with the Trek concept store.

That was pretty amazing how fast the Century Link folks came into that internet provider thread, eh?

[pll]

That was pretty amazing how fast the Century Link folks came into that internet provider thread, eh?

Indeed. Creepy, but I can imagine there are people in some big firms constantly searching the internet for mentions of their name.

[Dogmama]

On another forum, we were talking about a brand of dog food & the company representative suddenly chimed in. It is a smaller company (Honest Kitchen). They must have people - or hire people - to watch the net. Not a bad idea.

[jessicamarie]

Dogmama, I hope you have been able to put all this behind you. The frustration alone can be draining!!

For anyone else that runs into this problem, a great way to get attention is to write a letter outlining what the company or its representatives have done to "damage" you and what you feel will rectify the situation, then take it to a lawyer for review, letterhead and a signature. Most will do it cheap since it will only take 10 minutes. As soon as a lawyer is brought into the mix, the issue becomes just as much of a headache for the company as it is for you. No need to take legal action, this is just a way to get yourself back on a safe bicycle!

[Mr. Bloom]

Dogmama,

To my surprise, Trek provided me a response to my Customer Service inquiry.

If you're interested, I'll PM it to you.

If this is all behind you and you want to drop it, no worries, I'll just trash it.

[pll]

I also received an answer from Trek!

[Penny4]

Inquiring minds want to know! What did they have to say?

[Irulan]

Dogmama,

To my surprise, Trek provided me a response to my Customer Service inquiry.

If you're interested, I'll PM it to you.

If this is all behind you and you want to drop it, no worries, I'll just trash it.

You are having a trek problem also?

[tulip]

You are having a trek problem also?

Mr. Bloom suggested that other people could write in support of Dogmama. He received a response to his note about Dogmama's situation.

I feel fortunate that I have not had an experience like Dogmama's with any of my bikes or bike shops. My dishwasher, on the other hand...:mad:

[Dogmama]

If you want to post them here so others can read, that would be fine with me.

Trek in WI did call yesterday - after everything has been settled with the new LBS. Wanted to know what else they could do. He had already talked to the new LBS & found out that I was there & that they had fixed things. Odd how he didn't answer my numerous messages and emails BEFORE I went to the new LBS, checkbook in hand.

BTW, the new LBS charged me zero for going through the bike completely. They have my loyalty.

[pll]

You are having a trek problem also?

Mr Bloom suggested in this thread (post # 40 (http://forums.teamestrogen.com/showpost.php?p=638764&postcount=40)) to let Trek support know that people in this forum are displeased by the customer service offered to Dogmama. A couple of us did.

Their answer does not have any news. It calls Dogmama's experience "uncommon and regrettable".

[pll]

I have sent a response to Will because a couple of things bugged me. One was a privacy thing (three of us copied in his email and Dogmama's last name mentioned) -- it seems he thought we all know each other.

Anyway, I am hoping you, Dogmama, are enjoying the bike and that the new bike shop is a great one. Have you posted a picture of your new ride?

Note: I removed the content of the email to avoid any trouble.

[snapdragen]

It sounds like Will thought you were all team mates, not posters on a message board.

[pll]

It sounds like Will thought you were all team mates, not posters on a message board.

Yes. We are all part of Team Estrogen. :D

[Dogmama]

Here it is:

[INDENT]Hello All,

This second dealer was also able to take care of the scratch in the frame.

Lies.

They did not fix the scratch in the frame. They touched up the scratches on the handlebars. This was AFTER Trek sent steel handlebars instead of the (more expensive) carbon fiber ones that I have. I told my second LBS that I was sick of dealing with Trek and they (the second LBS) offered to try to touch up the scratches.

I never told Trek that I was "content." I told them I was done. Big difference.

Trek did not "move me" to another dealer. I told them where I was going (based on advice from my TE sisters, thank you!)

The computer was already ordered by DH for his bike. Trek did not charge us. So, it wasn't like Trek automatically sent along a computer as a goodwill gesture.

And I REALLY do not appreciate them divulging my name. If anybody responds, I hope you let them know that. Bikes are stolen frequently in this town and anybody can get my address with my name if they have connections.

[pll]

I did not think releasing your name and our email addresses was appropriate and have expressed that in subsequent messages. I also did not buy the "happy ending", and replied to that effect as well. One thing is be fed up and move on, another thing entirely is to be pleased with the service.

[Dogmama]

Oh, and the stem cap they sent is white. The stem they sent is black. The stem cap looks like a headlight. How do you screw this up?

I was going to live with it, but now I'm p*ssed all over again & left (YET ANOTHER) message for "Jeff" in Customer Dis-service at Trek Wisc.

Can somebody PM me Will's contact information? I need to let him know that his response was misleading and releasing my personal information was inexcusable.

[ridebikeme]

After reading this today, it reminds me how impersonal we are in business nowadays.... especially TREK.

It's hard for me to believe that you could/would send a stem and top cap with such different color schemes, even if you are doing nothing more than typing in part numbers on a screen. Where is the drive to do an outstanding job and remedy the situation? Why has this taken so long? And why would you want a customer to become so upset that this has been going on for several weeks with many others becoming involved?

The more I read about this whole situation, the more I realize that Trek truly doesn't care or they would have taken care of this whole situation a very long time ago. And lastly, where is the training emphasis on an employee that has now leaked someones name onto the internet without their approval?

It truly only goes from bad to worse... glad that I'm a Cannondale dealer who has GREAT customer service!

Dogmama, I'm truly sorry that your situation has been carried out in this manner. I do hope that there is a solution to this entire mess in the near future! If there is a silver lining to all of this, I'm also glad that you found a shop that truly cares and gives you the service that you deserve.

Thanks to all of you that have stepped up to help Dogmama:)