My Performance Travel Trac trainer went south over the weekend, so I returned it to get it replaced under Performance's 100% satisfaction guarantee. It's not that old, and hasn't been used much (under 100 hours) so I figured I was due a replacement since it should last quite a bit longer than that.
Anyway, I was sent packing by the store manager. He refused to replace it, and offered me a small amount of credit toward the purchase of a new one (so he could put my old one on the clearance rack and sell it to an unsuspecting customer).
I guess I'll be emailing customer service to see if I've misunderstood the guarantee. Wish me luck.
My Performance Travel Trac trainer went south over the weekend, so I returned it to get it replaced under Performance's 100% satisfaction guarantee. It's not that old, and hasn't been used much (under 100 hours) so I figured I was due a replacement since it should last quite a bit longer than that.
Anyway, I was sent packing by the store manager. He refused to replace it, and offered me a small amount of credit toward the purchase of a new one (so he could put my old one on the clearance rack and sell it to an unsuspecting customer).
I guess I'll be emailing customer service to see if I've misunderstood the guarantee. Wish me luck.
Suggest reading the fine print.Otherwise you may have just run into an anal a$$hat who was having a bad day.
A trainer going south is like a bike going bad...lol. Each is simply made of parts. See if you can meet them halfway and ask for an exploded view of the trainer with parts list. They may support you by replacing the defective part. HTH, George
Check the warranty period. 100% satisfaction doesn't mean lifetime guarantee. FWIW, you may have a better time dealing with corporate than a store manager who is interested in his store's bottom line. In my experience, the Performance/Supergo/Nashbar coporate has been very good.
A note on ordering over the web from them, best to call for prices. I ordered some black 105 STIs yesterday that showed up on the web for $169, but I could have sworn I saw them in the mail order catalog for $139 about 2 weeks back. Sure enough the CSR gave me the catalog price (minus the $10 discount coupon, too). That has happened a couple of previous times as well.
Suggest reading the fine print.Otherwise you may have just run into an anal a$$hat who was having a bad day.
In my experience it does come down to the store manager. The previous manager at this location was great, and he was always offering to take things back and/or exchange things for something else. I had a problem with a set of wheels that were constantly losing spoke tension, and he must have offered to take them back a dozen times before I finally agreed. But if I were to drive down to the next closest location, that manager would heckle over any return that was more than a week old.
I understand that the guarantee is not forever, but iirc most trainers have a 5-year guarantee, and this is well within that period.
