Trek sevice problemo grrr...

[Mr. Bloom]

Personally, I think everyone is right here...just offering different perspectives.

BUT, I think Trek is splitting hairs and making an issue bigger than it needs to be. Plus, they really should have their facts straight if they're going to persist on this point.

The fact is that this guy seems to be a committed and experienced rider, with the potential to influence buying decisions of others...and that's someone Trek should nurture a relationship with...it's just good business to nurture centers of influence.

[smilingcat]

The fact is that this guy seems to be a committed and experienced rider, with the potential to influence buying decisions of others...and that's someone Trek should nurture a relationship with...it's just good business to nurture centers of influence.

You're so right about this and it went completely over my head. I could give you a big hug of appreciation.

In fact, he does help out a lot of new riders who want to participate in Team in Training program. Besides his own training and training other racers, he also ride with Team in Training ride. Stays with the new rider, shows them how to change a tire out on the road... pushes them up the hill and encourages them. Really nice man. And yes he does give out wonderful advice to people who want to buy a good bike.

And I go to him for advice just because he has more experience with the equipment than me. And I've got over 20 years of experience spanning over 30 years. Of the time I've known him (less than 10 years), he has owned a Bianchi, Calfe, Cannondale, LeMonde for the road bike. and I think he owns two mountain bikes and a track bike where he goes to the Carson velodome to ride every thursday or so... And god knows how many set of wheels he owns. seems like he is riding everyday all day. He also participate in other charity rides as well.

smilingcat

[Running Mommy]

ahhhh the joys of bike warranties!

Sounds like Trek is getting too big for their britches and doesn't care if they lose a customer.
And fwiw i totally disagree with mr sr500.
Trek needs to step up to the plate and take care of their customer. The bike may cost the consumer 1600 more at retail, but certainly not at cost.
Adn sometimes as a company you have to take a bath on things to keep the customer happy.
I'm sure it doesn't help that Trek and Lemond are embroiled in a heated court battle right now.

Hopefully your friend can get someone at trek with their head on straight (not up their arse) who will do the right thing.
I'm actually a bit shocked that they wouldn't give him a bit better bike so they would get some good word of mouth pr out of it.

example- Running hubbys mtn bike friends all ride high end mtn bikes.

Friend A breaks his Turner. He calls them and they say "no problem, we will send you a new frame stat" and in the process of talking to him realize that he could use an XXL frame instead of the XL. Apparently that's all they made when he had originally bought it. So they send him an XXL and do a custom paint job for him. VERY HAPPY CUSTOMER

friend B rides Ellsworth- as do friends c,d,e, and f (etc). Friend B's Ellsworth breaks despite the fact that he's NOT a hard core rider, and doesn't even ride that hard. The frame didn't even have any real scratches on it. He calls Ellsworth and they totally blow him off. They were basically offering him nothing. So now not only does friend B have bad feelings towards the company, but so does friends C, D, E, and F.
Most of them have since sold their Ellsworths.
so not only ONE Very UN-happy customer but FIVE!

It's that old adage all over again!

[ridebikeme]

Umm... well as most of you have mentioned already Trek should step up to the plate; and hopefully they will! Unfortunately, I have seen this happen way too many times, and unfortuantely most of the issues have also come from Trek. It doesn't matter whether it's a Bontrager tire/tube(which many of my customers have had problems with) or Klein, or Gary Fischer. The reality is that if you pride yourself in customer service then you take care of the customer!!

For me the reality is this: there is a lot of competition out there in the bike industry right now, and many companies would bend over backwards to help their customers/shops through difficult situations like this. That is what customer service is all about, not simply lip service as some offer. The bad press that Trek has received simply from this forum is something that no one wants, and something that will cost them a lot of money and time to change. Everyone makes mistakes, but this is simply no mistake! It was a decision that someone made with all of the current information available.... the end result a poor business decision.

Lastly, Lance was/is a great cyclist/athlete, and the reality is that he could have rode any brand of bike he wanted. Trek did NOT make him a great cyclist, however he definitely made their name much more wellknown. I wonder what he has to say at Mellow Johnnys now?

[Mr. Bloom]

Trek needs to step up to the plate and take care of their customer. The bike may cost the consumer 1600 more at retail, but certainly not at cost.

Outstanding Point RM! Keep in mind...Trek's effective cost is still even about 30% to 40% below your dealer's cost as well.

I hope that Trek has one of those 'bots that searches the 'net for posts about them.

SmilingCat: Maybe you should place your post on bikejournal to get more traffic and debate...

[smilingcat]

popped this thread back to the top. My friend got a call from Trek and it seems they came to their senses.

first and foremost, they apologized for the poor handling of the situation.

Then they gave him a choice between two bikes Tete De Course or 6.5 Madone Pro. He decided to take the Madone. smart move.

Stay tuned.
smilingcat

[melissam]

SmilingCat,

Thanks for the update -- I'm glad that it was a happy ending. Can't wait to hear how your friend likes his Madone!

- Melissa

[PinkBike]

thanks for the update - very cool!