Trek Bicycles Comes Through!

TomP said:

Trek Bicycles replaced a defective Trek 5000
frame with a shiny new Trek 5200 frame. All
it cost me was $32 for shipping and 102 days
of waiting.

The frame replaced was 10 years old and had
over 50,000 miles!

Trek said the bottom bracket shell was
debonded; so Trek honored the limited
lifetime warranty (extended to the original
owner) and replaced the broken frame.

What a deal!

Thank you, Trek Bicycles!!!!!

--
Tp,

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-----------------------------------------

No Lawsuit Ever Fixed A Moron...

I for one am not surprised that Trek replaced your frame. It /cost/ them
less to keep you happy and spread the good word about Trek than it costs
them to give you the run around and possibly have you spread /bad/ words
about their company. Now if only other companies would follow their lead.

Ken
--
Messengers and mountain bikers share a common chromosome. ~James Bethea

TomP said:

Trek Bicycles replaced a defective Trek 5000
frame with a shiny new Trek 5200 frame. All
it cost me was $32 for shipping and 102 days
of waiting.

The frame replaced was 10 years old and had
over 50,000 miles!

Trek said the bottom bracket shell was
debonded; so Trek honored the limited
lifetime warranty (extended to the original
owner) and replaced the broken frame.

What a deal!

Thank you, Trek Bicycles!!!!!

Nice to know that Trek steps up and honors the warranty, even after 10
years. But, geez, 102 days to execute the replacement???? Who dropped
the ball?

Quoted message said:

Nice to know that Trek steps up and honors the warranty, even after 10
years. But, geez, 102 days to execute the replacement???? Who dropped
the ball?

Interesting. It also took Trek about that long to warranty a frame for me
back in 1988 when I was a college freshman. It left me without a bike long
enough (the entire summer) that I switched my primary sport to running.
Ever since then, running has been my primary competitive sport. It's kind
of weird to think about how the actions of some bike company dictated how my
a huge part of my life turned out... Trek was a quite a bit faster
warrantying the same bike's cracked fork one year before.

I think part of it might have to do with the different bike shops that I
dealt with in the two cases. Neither shop was the shop that I purchased the
bike from, the original shop having dropped the brand in the meantime. The
first shop that helped me warranty the fork was really nice. When I showed
up to pick up the bike and replacement fork, I found that they had put the
fork in for free and told me to "enjoy!" The second shop looked on the task
as a hassle and I was wondering if I was ever going to get my frame back
again.

Quoted message said:

Trek Bicycles replaced a defective Trek 5000
frame with a shiny new Trek 5200 frame. All
it cost me was $32 for shipping and 102 days
of waiting.

The frame replaced was 10 years old and had
over 50,000 miles!

From seeing the movie "The Verdict" I should know better than to ask
questions I don't already know the answer to, but... why did it take 102
days? Generally it shouldn't take more than 3-4 weeks, depending where you
live (one week UPS each way, plus 10 days in-house). 102 days is a long
time. Hope they extended the lifetime warranty by that much! :>😉

--Mike Jacoubowsky
Chain Reaction Bicycles
www.ChainReaction.com
Redwood City & Los Altos, CA USA

"TomP" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Trek Bicycles replaced a defective Trek 5000
frame with a shiny new Trek 5200 frame. All
it cost me was $32 for shipping and 102 days
of waiting.

The frame replaced was 10 years old and had
over 50,000 miles!

Trek said the bottom bracket shell was
debonded; so Trek honored the limited
lifetime warranty (extended to the original
owner) and replaced the broken frame.

What a deal!

Thank you, Trek Bicycles!!!!!

--
Tp,

-------- __o
----- -\<. -------- __o
--- ( )/ ( ) ---- -\<.
-------------------- ( )/ ( )
-----------------------------------------

No Lawsuit Ever Fixed A Moron...

TomP said:

Trek Bicycles replaced a defective Trek 5000
frame with a shiny new Trek 5200 frame. All
it cost me was $32 for shipping and 102 days
of waiting.

The frame replaced was 10 years old and had
over 50,000 miles!

Trek said the bottom bracket shell was
debonded; so Trek honored the limited
lifetime warranty (extended to the original
owner) and replaced the broken frame.

What a deal!

Thank you, Trek Bicycles!!!!!

Wouldn't it have been nice to not to have to break a frame and then
wait over 3 months for a replacement?? To bad in those days, it was
cheaper to make them so they may need a warranty instead of making them
stronger in the first place.

Quoted message said:

--
Tp,

-------- __o
----- -\<. -------- __o
--- ( )/ ( ) ---- -\<.
-------------------- ( )/ ( )
-----------------------------------------

No Lawsuit Ever Fixed A Moron...

qui si parla Campagnolo said:

TomP said:

Trek Bicycles replaced a defective Trek 5000
frame with a shiny new Trek 5200 frame. All
it cost me was $32 for shipping and 102 days
of waiting.

The frame replaced was 10 years old and had
over 50,000 miles!

Trek said the bottom bracket shell was
debonded; so Trek honored the limited
lifetime warranty (extended to the original
owner) and replaced the broken frame.

What a deal!

Thank you, Trek Bicycles!!!!!

Wouldn't it have been nice to not to have to break a frame and then
wait over 3 months for a replacement?? To bad in those days, it was
cheaper to make them so they may need a warranty instead of making
them stronger in the first place.

As someone who's cracked every /mountain bike/ frame he's owned (a Fisher, a
Catamount, and a Titus) in less than two years, having a road frame fail
after 10 years and 50K miles doesn't seem bad to me. (Especially since it
was replaced, albeit too delayed.)

Bill "back from my second century; should be napping" S.

Bill Sornson said:

qui si parla Campagnolo said:

TomP said:

Trek Bicycles replaced a defective Trek 5000
frame with a shiny new Trek 5200 frame. All
it cost me was $32 for shipping and 102 days
of waiting.

The frame replaced was 10 years old and had
over 50,000 miles!

Trek said the bottom bracket shell was
debonded; so Trek honored the limited
lifetime warranty (extended to the original
owner) and replaced the broken frame.

What a deal!

Thank you, Trek Bicycles!!!!!

Wouldn't it have been nice to not to have to break a frame and then
wait over 3 months for a replacement?? To bad in those days, it was
cheaper to make them so they may need a warranty instead of making
them stronger in the first place.

As someone who's cracked every /mountain bike/ frame he's owned (a Fisher, a
Catamount, and a Titus) in less than two years, having a road frame fail
after 10 years and 50K miles doesn't seem bad to me. (Especially since it
was replaced, albeit too delayed.)

Bill "back from my second century; should be napping" S.

And if the LBS said before purchase,

"Look, if this thing breaks, even 10 years later, Trek will fix or
replace it at no cost to you. However, it may take three months to get
the replacement."

Would the buyer have passed and shopped for another brand?

Bill Sornson said:

As someone who's cracked every /mountain bike/ frame he's owned (a Fisher, a
Catamount, and a Titus) in less than two years

But you had to do that as a point of pride, didn't you? :-)

--
Home page: http://members.westnet.com.au/mvw

Michael Warner said:

Bill Sornson said:

As someone who's cracked every /mountain bike/ frame he's owned (a
Fisher, a Catamount, and a Titus) in less than two years

But you had to do that as a point of pride, didn't you? :-)

I guess. Truth is I'd rather they'd not! (Hassle is hassle.)

Quoted message said:

And if the LBS said before purchase,

"Look, if this thing breaks, even 10 years later, Trek will fix or
replace it at no cost to you. However, it may take three months to get
the replacement."

Would the buyer have passed and shopped for another brand?

The buyer might have at least questioned if perhaps that wasn't the right
shop to be buying such a bike. It's far more likely that it was the shop
that dropped the ball than it was Trek. Trek has various systems in place to
keep things moving and make sure something isn't left behind; for example,
if a frame has been sent back in for repair, and ends up needing to be
repainted as well, they'll be on the phone to me every other day until I
tell them how it needs to be handled. They don't like things gumming up the
system. That's not to say they can't screw up; systems are built around
people, and people are fallible.

However... the system in place at Trek are more likely much better than
whatever systems might be in place at a local bicycle shop. We've certainly
been responsible for our share of screw-ups in the past. One last year comes
to mind. I'm in the warehouse, notice a boxed frame with an RMA number
(tracking number) on it that's for a frame we sent back 10 days ago and
thinking wow, how could they have possibly turned it around so fast???!!!
Um, er, no, they didn't. It had never left. Doh! We called the customer and
let them know there was going to be a delay of a few days because we'd
screwed up, and then we paid for 2nd-day shipping in both directions
(shaving 6 days total). Since then we do a daily audit to make sure things
have moved through, but I'm sure we'll still find creative ways to fail once
in a while.

--Mike-- Chain Reaction Bicycles
www.ChainReactionBicycles.com

"R Brickston" <rb20170REMOVE.yahoo.com@> wrote in message
news:[email hidden]...

Quoted message said:

Bill Sornson said:

qui si parla Campagnolo said:

TomP wrote:
> Trek Bicycles replaced a defective Trek 5000
> frame with a shiny new Trek 5200 frame. All
> it cost me was $32 for shipping and 102 days
> of waiting.
>
> The frame replaced was 10 years old and had
> over 50,000 miles!
>
> Trek said the bottom bracket shell was
> debonded; so Trek honored the limited
> lifetime warranty (extended to the original
> owner) and replaced the broken frame.
>
> What a deal!
>
> Thank you, Trek Bicycles!!!!!
Wouldn't it have been nice to not to have to break a frame and then
wait over 3 months for a replacement?? To bad in those days, it was
cheaper to make them so they may need a warranty instead of making
them stronger in the first place.

As someone who's cracked every /mountain bike/ frame he's owned (a Fisher,
a
Catamount, and a Titus) in less than two years, having a road frame fail
after 10 years and 50K miles doesn't seem bad to me. (Especially since it
was replaced, albeit too delayed.)

Bill "back from my second century; should be napping" S.

And if the LBS said before purchase,

"Look, if this thing breaks, even 10 years later, Trek will fix or
replace it at no cost to you. However, it may take three months to get
the replacement."

Would the buyer have passed and shopped for another brand?

You are right on Mike. (I wanted to spare the group from the long story.)

The shop I bought the bike from went out of business in '98, so I did the
logical thing and went to the closest Trek dealer to my home. Guess I should
have known better.
The LBS dicked around from 6/15/06 until 9/1/06 before they ever got the frame
off to Trek.
Trek received the frame on 9/6/06, by 9/7/06 they had made their decision to
replace the frame.
From that time it took 3 weeks for the frame and fork to show up at the LBS.

Mike Jacoubowsky said:

Quoted message said:

And if the LBS said before purchase,

"Look, if this thing breaks, even 10 years later, Trek will fix or
replace it at no cost to you. However, it may take three months to get
the replacement."

Would the buyer have passed and shopped for another brand?

The buyer might have at least questioned if perhaps that wasn't the right
shop to be buying such a bike. It's far more likely that it was the shop
that dropped the ball than it was Trek. Trek has various systems in place to
keep things moving and make sure something isn't left behind; for example,
if a frame has been sent back in for repair, and ends up needing to be
repainted as well, they'll be on the phone to me every other day until I
tell them how it needs to be handled. They don't like things gumming up the
system. That's not to say they can't screw up; systems are built around
people, and people are fallible.

However... the system in place at Trek are more likely much better than
whatever systems might be in place at a local bicycle shop. We've certainly
been responsible for our share of screw-ups in the past. One last year comes
to mind. I'm in the warehouse, notice a boxed frame with an RMA number
(tracking number) on it that's for a frame we sent back 10 days ago and
thinking wow, how could they have possibly turned it around so fast???!!!
Um, er, no, they didn't. It had never left. Doh! We called the customer and
let them know there was going to be a delay of a few days because we'd
screwed up, and then we paid for 2nd-day shipping in both directions
(shaving 6 days total). Since then we do a daily audit to make sure things
have moved through, but I'm sure we'll still find creative ways to fail once
in a while.

--Mike-- Chain Reaction Bicycles
www.ChainReactionBicycles.com

"R Brickston" <rb20170REMOVE.yahoo.com@> wrote in message
news:[email hidden]...

Quoted message said:

Bill Sornson said:

qui si parla Campagnolo wrote:
> TomP wrote:
>> Trek Bicycles replaced a defective Trek 5000
>> frame with a shiny new Trek 5200 frame. All
>> it cost me was $32 for shipping and 102 days
>> of waiting.
>>
>> The frame replaced was 10 years old and had
>> over 50,000 miles!
>>
>> Trek said the bottom bracket shell was
>> debonded; so Trek honored the limited
>> lifetime warranty (extended to the original
>> owner) and replaced the broken frame.
>>
>> What a deal!
>>
>> Thank you, Trek Bicycles!!!!!
> Wouldn't it have been nice to not to have to break a frame and then
> wait over 3 months for a replacement?? To bad in those days, it was
> cheaper to make them so they may need a warranty instead of making
> them stronger in the first place.

As someone who's cracked every /mountain bike/ frame he's owned (a Fisher,
a
Catamount, and a Titus) in less than two years, having a road frame fail
after 10 years and 50K miles doesn't seem bad to me. (Especially since it
was replaced, albeit too delayed.)

Bill "back from my second century; should be napping" S.

And if the LBS said before purchase,

"Look, if this thing breaks, even 10 years later, Trek will fix or
replace it at no cost to you. However, it may take three months to get
the replacement."

Would the buyer have passed and shopped for another brand?

--
Tp,

-------- __o
----- -\<. -------- __o
--- ( )/ ( ) ---- -\<.
-------------------- ( )/ ( )
-----------------------------------------

No Lawsuit Ever Fixed A Moron...