Trek Problems Continue

[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

[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.

[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.