Sorry to hear that you are having an issue, I will be happy to assist
You can contact me directly [email protected] and we can arrange to have your bike taken to a Trek Dealer in your area to make the appropriate repairs
Lets get you back riding again,
-***
Hello, my name is *** ***; Customer &Technical Services Manger here at TrekSorry to hear about your frameI have taken some time this morning to review this claim and agree that the damage to the frame is consistent with an outside force or an impact to the frame.When
reviewing for warranty, we are looking for any hint of a defect caused by materials or workmanshipThe advice given the "carbon expert" is not correct, we are not just looking at a lug to cover a warranty and have data to back that upI am happy to have a conversation with this expert to see why they feel the damage should be covered, please provide their contact information.I have attached a photo of the damage and broken it down into three areas that indicate outside force1- Shows a mark going down the tube2- Shows a halo or football cracks in the frameThis indicates that the frame was struck pushing the carbon in leaving the cracksyou can see the cracks in the blue and black areas 3- Shows scrapping through the clear coat and paint into the carbonThis damage does not happen from the materials failingThere also appears to be a red material stuck in the paint, perhaps debris from whatever hit the stay. Was this damage caused by the frame falling and hitting a guardrail? I unfortunately do not knowWhen reviewing a claim, we are looking at the evidence in front of us, there is no evidence of a manufacturing defect in this caseWe hate to hear there was an accident with your frameIn a case like this we offer a Loyalty/Carbon Care discount of 20% of a replacement Thank you for the opportunity to look at this closerI am happy to respond and discuss further as needed-***
In the end, the consumer was able to get what they needed, even though this was NOT a warranty, and was damage that they caused to their bike. This is not a part that we offer as an exact replacement, but we did have a part that would work. They did not like that part and wanted an exact match. So, we ordered a bike in, strip the parts off and get that shipped out to them all at no cost
We reached out to the retailer when this case came in, they in turn reached out to the consumer and offered them the difference of the price with an in store credit that the customer excepted.I has really bad internet where I was at and could not update before today.Please let me know if you need
more info. Thanks, have a great weekend
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We talked with *** on Friday July 17th and asked that he take the tube to his dealer to have the tube inspected, and informed him that based on the details this may have been an installation error while he was installing the tube into the tireHe took the tube into the dealer and they
confirmed that the tube was pinched in the tire causing the tube to blowAs a goodwill gesture, they replaced the tube and we will replace their inventory
Thanks
-***
***, My name is *** ***; I am the Technical and Customer Services Manger here at Trek.I reviewed your situation and agree the 20% Loyalty Discount offered by the Trek and the shop is a reasonable, fair option and understand that you have declined that offerWe work very hard to find solutions for everyone and are successful almost every timeI am very sorry that this option is not meeting your expectations I am happy to discuss this situation with the Revdex.com or anyone else that has further questionsThank you, -***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I'll drop off my bicycle this week to have it examined and have the rear wheel replaced Thank you for your support
Regards,
*** ***
We wanted to keep everyone in the loopI have talked with the bike shop that has done the repairs on Chris' bike to find out about the repairs that were doneThey are not an authorized Trek retailer, but are a very reputable shop in the areaThe work that has been done appears to be routine maintenance or wear and tearThe brake pads, chain, and getting flat tires are wear items that will need to be replaced after timeThis is not uncommon with a bicycle when used as a daily commuter and not covered under the warrantyWe could not determine if the rear wheel breaking spokes is a manufacturing defect or not, once we can have the bike reviewed by the Trek retailer we can have a better ideaRegardless we hate to hear that Chris is having an issue and will be happy to replace the rear wheel as a goodwill gestureThe manager of the Trek store is out of town until Thursday, once they return we can have Chris take the bike in and make the final decision on any other optionsThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintI was given a "store credit" for the difference, but I wanted to execute the Trek day guarantee to return my Fx in exchange for the Fx. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The answer from Trek is ridiculous I purchased the complete bicycle from Trek as a single product Their claim that I should deal with a component manufacturer is like saying you bought a new Chevrolet and had brake problems and Chevrolet said, "we didn't make the brakes, you'll have to deal with XYZ company that made the brakes" I took the bicycle to Trek of StLouis Their technician Casey spent over an hour verifying that the brakes were properly adjusted for optimum performance He then took the bicycle for a test ride and said, "those brakes aren't right" and "I wouldn't want to ride that bike" He tried to make a warranty claim to Trek and have Trek send out the current brake components that they use for this EXACT SAME MODEL (Trek changed the brake system because it was dangerous) Trek refused to do so and only offered to send replacement TRP calipers rather than the Shimano that they now use on this exact same bicycle model Casey the technician at Trek of StLouis said it would be pointless to put another set of TRP calipers on since they'll have the same problem as the defective brakes already installed He said the ONLY solution to make the bicycle safe would be to replace the entire brake system with what Trek is now using on that same exact model bicycle I authorized him to make the bicycle safe.As a result it cost me $to make the bicycle safe to ride See attached receipt and notes from Trek of StLouis Note that I also offered the new TRP calipers to Trek of StLouis to offset some of the cost but Casey told me that he didn't want them and they're "junk".I demand that Trek reimburse me the $I paid to make the bicycle safe to ride
Regards,
*** ***
We are very sorry to hear that you have had some issues with your Trek bike and would be happy to review these concerns furtherTo do that we will need to have the bike taken to an authorized Trek retailer to have a warranty claim entered, we can review the issues and make a decision on the next
steps at that pointPlease let us know the retailer you have been working with and we will be happy to contact them to let them know you will be bringing the bike inFeel free to contact me directly if you have any questions, Thank you, -Jason Schumacher [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Although I cannot say if it was or wasn't slipping on the guard rail that caused the chip in the frame, I am not even disputing the fact that something hit it. That Trek's response is so focused on proving that something hit the bike misses the crux of my complaint.My point is that the damage was something insignificant despite what Trek may claim. I know that, because the bike has been in my possession at all times. The warranty implies that the frame has a lifetime warranty (website: "Warrantied for life") and is fully covered other than in cases of accident, abuse or neglect. I argue that this does not meet those criteria, and if Trek feels that it does, they need to specifically define each term. Trek is being dishonest with its customers and needs to make the fragility of their bikes and exemptions of their warranty more clear to customers who are considering purchase. If Trek won't cover a small bump to the bike that causes the frame to fail, consumers should know this before buying a new Trek. Regarding the picture, I find it interesting that Trek's photo appears to show a level of depth that is not representative of the damage. Also, there is no evidence of red paint as the representative suggests, although interestingly, it appears that the local tech removed some of the chip because there are pieces missing that don't show up in the more accurate picture that I attached. To give you a sense of the "major impact" that caused the frame to fail, I also attached a picture to show the scale of the chip. As you will see, the damage is a fraction the size of a dime - this is what is causing a $2500 bike to be unrideable. There are no other scratches or evidence of a wreck anywhere else on the bike.Finally, it is extremely dishonest not to publish my review of the frame and customer service experience on their website. Obviously, Trek wants to hide anything that doesn't help them sell more bikes which hurts consumers.I strongly suggest that the Revdex.com continues a dialogue with Trek about the dishonest nature of their lifetime warranty.
[redacted] P.S. To clarify an issue to the Trek representative, the carbon expert did not evaluate my bike, so was not claiming Trek should replace it. He simply said that bike companies like Trek rarely replace anything if there is any impact to the bike at all - something which seems to be true based on your response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Trek is clearly not interested in honoring their warranty or changing it to more accurately reflect what the company actually covers. Clearly nothing I say at this point will change their mind, and they are not even engaging in a real conversation about the issue. So it is up to the Revdex.com or other organizations to help change their deceptive business practices.
Regards,
[redacted]
have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I saw the message and on the 6th received a message from Trek asking that I contact them directly. Which I did. A few days passed and Trek sent another message telling me staff was out of the office and I would have a solution worked on by Monday the 10th of August. Since then I have sent two requw=ests for updates but have gotten nothing. It’s now a full week since the promised Aug 10th response and nothing from Trek. I would like to reject it based on the facts in this email thread. On the 6th a response was expected by the 10th, Today, the 17th and no follow up. I sent all the information, photos of the frame serial number and bicycle purchase information.Thanks again,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response received from Trek is only a statement of willingness to look into my complaint, however within the time given to me by the Revdex.com to accept or reject their response I have not received any indication from Trek that they have actually started looking into it nor have I received any other information or communication from Trek. I have written twice to the email address provided by Trek, once this week and once last week (see attached) but have not received any response. So effectively my complaint remains unresolved and unattended to, and Trek seems unresponsive.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I appreciate the contact information provided and have sent a follow up email. I would like to keep this complaint open. I will bring my bike, as requested, for inspection from a certified Trek retailer (The Bike Factory). My concern is that I have already paid for the repairs, so the Bike Factory will not find any issues with the bicycle.Either way; I would like to keep this complaint open until results and offer is provided by Trek. Thank you.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Unfortunately we do not handle warranty situations for the maker of the brakes that came on this bicycle, those claims would go through that vender.
As a goodwill gesture we will be happy to replace the brakes, please let us know what Trek retailer you would like to take your bike to for...
Thank you for letting us know about your issue with your Speed Concept, we will be happy to review this further, and I will look to see what information we have received regarding your case. This does sound like an isolated case that I am sure we can get resolved once we have more information....
please feel free to contact me directly [redacted] if you have any questions whole we look into this. Thanks!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I did receive a response from [redacted] immediately after the Thanksgiving holiday that a replacement frame will be included in the next shipment to the distributor here. The supposition then is that the problems are related to the frame (one way or other). I concur with this and I anticipate that the solution offered by Trek will solve the problems.Regards,
[redacted]
Sorry to hear that you are having an issue, I will be happy to assist
You can contact me directly [email protected] and we can arrange to have your bike taken to a Trek Dealer in your area to make the appropriate repairs
Lets get you back riding again,
-***
Hello, my name is *** ***; Customer &Technical Services Manger here at TrekSorry to hear about your frameI have taken some time this morning to review this claim and agree that the damage to the frame is consistent with an outside force or an impact to the frame.When
reviewing for warranty, we are looking for any hint of a defect caused by materials or workmanshipThe advice given the "carbon expert" is not correct, we are not just looking at a lug to cover a warranty and have data to back that upI am happy to have a conversation with this expert to see why they feel the damage should be covered, please provide their contact information.I have attached a photo of the damage and broken it down into three areas that indicate outside force1- Shows a mark going down the tube2- Shows a halo or football cracks in the frameThis indicates that the frame was struck pushing the carbon in leaving the cracksyou can see the cracks in the blue and black areas 3- Shows scrapping through the clear coat and paint into the carbonThis damage does not happen from the materials failingThere also appears to be a red material stuck in the paint, perhaps debris from whatever hit the stay. Was this damage caused by the frame falling and hitting a guardrail? I unfortunately do not knowWhen reviewing a claim, we are looking at the evidence in front of us, there is no evidence of a manufacturing defect in this caseWe hate to hear there was an accident with your frameIn a case like this we offer a Loyalty/Carbon Care discount of 20% of a replacement Thank you for the opportunity to look at this closerI am happy to respond and discuss further as needed-***
In the end, the consumer was able to get what they needed, even though this was NOT a warranty, and was damage that they caused to their bike. This is not a part that we offer as an exact replacement, but we did have a part that would work. They did not like that part and wanted an exact match. So, we ordered a bike in, strip the parts off and get that shipped out to them all at no cost
We reached out to the retailer when this case came in, they in turn reached out to the consumer and offered them the difference of the price with an in store credit that the customer excepted.I has really bad internet where I was at and could not update before today.Please let me know if you need
more info. Thanks, have a great weekend
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We talked with *** on Friday July 17th and asked that he take the tube to his dealer to have the tube inspected, and informed him that based on the details this may have been an installation error while he was installing the tube into the tireHe took the tube into the dealer and they
confirmed that the tube was pinched in the tire causing the tube to blowAs a goodwill gesture, they replaced the tube and we will replace their inventory
Thanks
-***
***, My name is *** ***; I am the Technical and Customer Services Manger here at Trek.I reviewed your situation and agree the 20% Loyalty Discount offered by the Trek and the shop is a reasonable, fair option and understand that you have declined that offerWe work very hard to find solutions for everyone and are successful almost every timeI am very sorry that this option is not meeting your expectations I am happy to discuss this situation with the Revdex.com or anyone else that has further questionsThank you, -***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I'll drop off my bicycle this week to have it examined and have the rear wheel replaced Thank you for your support
Regards,
*** ***
We wanted to keep everyone in the loopI have talked with the bike shop that has done the repairs on Chris' bike to find out about the repairs that were doneThey are not an authorized Trek retailer, but are a very reputable shop in the areaThe work that has been done appears to be routine maintenance or wear and tearThe brake pads, chain, and getting flat tires are wear items that will need to be replaced after timeThis is not uncommon with a bicycle when used as a daily commuter and not covered under the warrantyWe could not determine if the rear wheel breaking spokes is a manufacturing defect or not, once we can have the bike reviewed by the Trek retailer we can have a better ideaRegardless we hate to hear that Chris is having an issue and will be happy to replace the rear wheel as a goodwill gestureThe manager of the Trek store is out of town until Thursday, once they return we can have Chris take the bike in and make the final decision on any other optionsThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintI was given a "store credit" for the difference, but I wanted to execute the Trek day guarantee to return my Fx in exchange for the Fx. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The answer from Trek is ridiculous I purchased the complete bicycle from Trek as a single product Their claim that I should deal with a component manufacturer is like saying you bought a new Chevrolet and had brake problems and Chevrolet said, "we didn't make the brakes, you'll have to deal with XYZ company that made the brakes" I took the bicycle to Trek of StLouis Their technician Casey spent over an hour verifying that the brakes were properly adjusted for optimum performance He then took the bicycle for a test ride and said, "those brakes aren't right" and "I wouldn't want to ride that bike" He tried to make a warranty claim to Trek and have Trek send out the current brake components that they use for this EXACT SAME MODEL (Trek changed the brake system because it was dangerous) Trek refused to do so and only offered to send replacement TRP calipers rather than the Shimano that they now use on this exact same bicycle model Casey the technician at Trek of StLouis said it would be pointless to put another set of TRP calipers on since they'll have the same problem as the defective brakes already installed He said the ONLY solution to make the bicycle safe would be to replace the entire brake system with what Trek is now using on that same exact model bicycle I authorized him to make the bicycle safe.As a result it cost me $to make the bicycle safe to ride See attached receipt and notes from Trek of StLouis Note that I also offered the new TRP calipers to Trek of StLouis to offset some of the cost but Casey told me that he didn't want them and they're "junk".I demand that Trek reimburse me the $I paid to make the bicycle safe to ride
Regards,
*** ***
We are very sorry to hear that you have had some issues with your Trek bike and would be happy to review these concerns furtherTo do that we will need to have the bike taken to an authorized Trek retailer to have a warranty claim entered, we can review the issues and make a decision on the next
steps at that pointPlease let us know the retailer you have been working with and we will be happy to contact them to let them know you will be bringing the bike inFeel free to contact me directly if you have any questions, Thank you, -Jason Schumacher [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Although I cannot say if it was or wasn't slipping on the guard rail that caused the chip in the frame, I am not even disputing the fact that something hit it. That Trek's response is so focused on proving that something hit the bike misses the crux of my complaint.My point is that the damage was something insignificant despite what Trek may claim. I know that, because the bike has been in my possession at all times. The warranty implies that the frame has a lifetime warranty (website: "Warrantied for life") and is fully covered other than in cases of accident, abuse or neglect. I argue that this does not meet those criteria, and if Trek feels that it does, they need to specifically define each term. Trek is being dishonest with its customers and needs to make the fragility of their bikes and exemptions of their warranty more clear to customers who are considering purchase. If Trek won't cover a small bump to the bike that causes the frame to fail, consumers should know this before buying a new Trek. Regarding the picture, I find it interesting that Trek's photo appears to show a level of depth that is not representative of the damage. Also, there is no evidence of red paint as the representative suggests, although interestingly, it appears that the local tech removed some of the chip because there are pieces missing that don't show up in the more accurate picture that I attached. To give you a sense of the "major impact" that caused the frame to fail, I also attached a picture to show the scale of the chip. As you will see, the damage is a fraction the size of a dime - this is what is causing a $2500 bike to be unrideable. There are no other scratches or evidence of a wreck anywhere else on the bike.Finally, it is extremely dishonest not to publish my review of the frame and customer service experience on their website. Obviously, Trek wants to hide anything that doesn't help them sell more bikes which hurts consumers.I strongly suggest that the Revdex.com continues a dialogue with Trek about the dishonest nature of their lifetime warranty.
[redacted] P.S. To clarify an issue to the Trek representative, the carbon expert did not evaluate my bike, so was not claiming Trek should replace it. He simply said that bike companies like Trek rarely replace anything if there is any impact to the bike at all - something which seems to be true based on your response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Trek is clearly not interested in honoring their warranty or changing it to more accurately reflect what the company actually covers. Clearly nothing I say at this point will change their mind, and they are not even engaging in a real conversation about the issue. So it is up to the Revdex.com or other organizations to help change their deceptive business practices.
Regards,
[redacted]
Revdex.com:
I...
have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I saw the message and on the 6th received a message from Trek asking that I contact them directly. Which I did. A few days passed and Trek sent another message telling me staff was out of the office and I would have a solution worked on by Monday the 10th of August. Since then I have sent two requw=ests for updates but have gotten nothing. It’s now a full week since the promised Aug 10th response and nothing from Trek. I would like to reject it based on the facts in this email thread. On the 6th a response was expected by the 10th, Today, the 17th and no follow up. I sent all the information, photos of the frame serial number and bicycle purchase information.Thanks again,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response received from Trek is only a statement of willingness to look into my complaint, however within the time given to me by the Revdex.com to accept or reject their response I have not received any indication from Trek that they have actually started looking into it nor have I received any other information or communication from Trek. I have written twice to the email address provided by Trek, once this week and once last week (see attached) but have not received any response. So effectively my complaint remains unresolved and unattended to, and Trek seems unresponsive.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I appreciate the contact information provided and have sent a follow up email. I would like to keep this complaint open. I will bring my bike, as requested, for inspection from a certified Trek retailer (The Bike Factory). My concern is that I have already paid for the repairs, so the Bike Factory will not find any issues with the bicycle.Either way; I would like to keep this complaint open until results and offer is provided by Trek. Thank you.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Unfortunately we do not handle warranty situations for the maker of the brakes that came on this bicycle, those claims would go through that vender.
As a goodwill gesture we will be happy to replace the brakes, please let us know what Trek retailer you would like to take your bike to for...
the work. Thanks!
Thank you for letting us know about your issue with your Speed Concept, we will be happy to review this further, and I will look to see what information we have received regarding your case. This does sound like an isolated case that I am sure we can get resolved once we have more information....
please feel free to contact me directly [redacted] if you have any questions whole we look into this. Thanks!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I did receive a response from [redacted] immediately after the Thanksgiving holiday that a replacement frame will be included in the next shipment to the distributor here. The supposition then is that the problems are related to the frame (one way or other). I concur with this and I anticipate that the solution offered by Trek will solve the problems.Regards,
[redacted]