Fair play to Trek - after my complant that they will not replace a two month old duff Bonty rear hub here is their reply:
I have just spoken to the store regarding this matter and they stand by there original findings that the wheel has suffered due to a lack of maintenance, which we as a company back. However, as a gesture of goodwill, and as you have needed to replace the whole wheel (due to the very poor state of the bearing surfaces inside the hub) I have discussed with the store and have agreed to do one of two things;
Replace the wheel with a current Bontrager Race Rear Wheel F.O.C Credit the store for the wheel supplied already, thus entitling you to a refund of the original outlay.
This is not admitting liability, or warranty acceptance, purely a gesture of goodwill.
I hope this helps change your view of us as a company, and of our products and service.
I hope this helps change your view of us as a company, and of our products and service.
But will you take them up? Reminds me of a friend who had a car serviced and they didn't do up the wheel nuts[1]. They offered a free service compensation...
[1] The rattling of an undone wheel nut behind the dust cap alerted him to the problem.
Fair play to Trek - after my complant that they will not replace a two month old duff Bonty rear hub here is their reply:
I have just spoken to the store regarding this matter and they stand by there original findings that the wheel has suffered due to a lack of maintenance, which we as a company back. However, as a gesture of goodwill, and as you have needed to replace the whole wheel (due to the very poor state of the bearing surfaces inside the hub) I have discussed with the store and have agreed to do one of two things;
Replace the wheel with a current Bontrager Race Rear Wheel F.O.C Credit the store for the wheel supplied already, thus entitling you to a refund of the original outlay.
This is not admitting liability, or warranty acceptance, purely a gesture of goodwill.
I hope this helps change your view of us as a company, and of our products and service.
It still sounds to me as if the shop had not contacted Trek about the hub, and made their own judgement. -- Let us have a moment of silence for all Americans who are now stuck in traffic on their way to a health club to ride a stationary bicycle. - Congressman Earl Blumenauer (Oregon)
But will you take them up? Reminds me of a friend who had a car serviced and they didn't do up the wheel nuts[1]. They offered a free service compensation...
That could well be an appreciable sum taking Central London's main dealers' labour charges......
It still sounds to me as if the shop had not contacted Trek about the hub, and made their own judgement.
Even so, what would you say if you got a brand new car and was told that after 2 months that the wheel bearings were wrecked through neglect!!!
Never mind - I've got more of a reason to cycle now. ;-)
I'd do exactly what you did: take it up with the manufacturer. My comment was praise for Trek's customer service and a critisism of the dealer. The way you handled the issue got the right result - and the dealer will know that you know that they screwed up, but probably won't admit it. -- Let us have a moment of silence for all Americans who are now stuck in traffic on their way to a health club to ride a stationary bicycle. - Congressman Earl Blumenauer (Oregon)
What type of maintanence was required on a hub within 2 months of its purchase?. Surely none, or am I missing something?.
Dave
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Quoted message said:
Fair play to Trek - after my complant that they will not replace a two month old duff Bonty rear hub here is their reply:
I have just spoken to the store regarding this matter and they stand by there original findings that the wheel has suffered due to a lack of maintenance, which we as a company back. However, as a gesture of goodwill, and as you have needed to replace the whole wheel (due to the very poor state of the bearing surfaces inside the hub) I have discussed with the store and have agreed to do one of two things;
Replace the wheel with a current Bontrager Race Rear Wheel F.O.C Credit the store for the wheel supplied already, thus entitling you to a refund of the original outlay.
This is not admitting liability, or warranty acceptance, purely a gesture of goodwill.
I hope this helps change your view of us as a company, and of our products and service.
Fair play to Trek - after my complant that they will not replace a two month old duff Bonty rear hub here is their reply:
I have just spoken to the store regarding this matter and they stand by there original findings that the wheel has suffered due to a lack of maintenance, which we as a company back.
How much maintenance do they require over such a short time?
Fair play to Trek - after my complant that they will not replace a two month old duff Bonty rear hub here is their reply:
I have just spoken to the store regarding this matter and they stand by there original findings that the wheel has suffered due to a lack of maintenance, which we as a company back.
Do Trek have any documents which give recommended maintenance schedules for their bikes and their components?
