Clydesdales/Athenas (200+ lb / 91+ kg) - So I heard back from Trek...

Back Story:
http://www.bikeforums.net/showthread.php?t=438453

Fast forward to today:
They said they got my Madone frame this morning, the seatstay damage is purely cosmetic. The derailleur dropout has to be replaced. They're ruling it a non-warranty case and they are charging me $60 + shipping back to fix it. Jax plans to charge me $50 for the stripping of the bike to the frame and boxing it up and $40 to ship it to Trek. So that puts me at $150ish so far, I still have to replace the rear derailleur and chain and pay to have it re-assembled.

I talked to Rock n' Road cyclery and they said to have Trek fix the frame and send it back to Jax. They told me to pay Jax what I owe them so far but not have them put the Madone together and charge me extra for that. They said when the frame returns to Jax to pick up all the parts in a box and bring it to their shop. They're going to try to replace the rear derailleur under warranty through Shimano and they will give me a free chain. They said if Shimano won't warranty the rear derailleur, they will sell one to me at their store cost. They're also going to have their mechanic assemble the bike for me at no extra cost... now THAT's what I call customer service.

As soon as the Madone comes back together I will be putting it up for sale and with the proceeds I will be purchasing a Specialized Tarmac Expert Compact from Rock n Road.

I have lost my faith in Trek... the bike dealer (who shall remain nameless) failed to own up to his mistake and the manufacturer let me down by fronting me full cost to replace all the damaged parts.

Um, back story please?

Um, back story please?

Here you go:

http://www.bikeforums.net/showthread.php?t=438453

Geeze, I can't believe that! I had plenty of faith in Trek but some of the issues I've read lately on the forums are undesireable. Yeah, ditch that LBS and hang with R&R! Glad they are helping you out. They're smart and know how to keep you happy and returning to the shop. Someone like you who drops good cash for a bike should be treated very well!:thumb:...I'm shocked Trek would let a customer like you go!:(

I hope you're buying the 3X from them!:thumb:

Hey man, let me know the store, I'll be sure not to go there!

Geeze, I can't believe that! I had plenty of faith in Trek but some of the issues I've read lately on the forums are undesireable. Yeah, ditch that LBS and hang with R&R! Glad they are helping you out. They're smart and know how to keep you happy and returning to the shop. Someone like you who drops good cash for a bike should be treated very well!:thumb:...I'm shocked Trek would let a customer like you go!:(

I know! I was happy with Trek when they said they'd look into it... but they pretty much blamed the problem on me and said "it's not a manufacturer defect, so we cannot cover it under warranty". Something so petty over a $60 hanger dropout on a $3k+ bike... makes you think what their priorities are.

I am definitely staying with RnR... I just picked up the Tricross from them a yesterday, they will have it built and fitted for me by Friday. They will also get me hooked up with a good deal on a Specialized Tarmac once I rid myself of the Madone.

I hope you're buying the 3X from them!:thumb:

Hey man, let me know the store, I'll be sure not to go there!

Yep, the Tricross was sold to me by Rock n Road. They ordered me a 2009 Tricross Triple Sport, and they'll be fitting me on it as soon as they have it built.

Also when the Madone gets sold I will be putting that money toward the Tarmac Expert Compact, a little more expensive than the Madone but totally worth the cash.

Well good, Trek doesn't deserve your bidness! But you're too nice, I'd start a fight then stand out front and protest with a sign and bullhorn!:mad:

In all honesty it's not the fault of Trek that the RD was improperly adjusted. The frame didn't fail, the RD didn't fail (that would be Shimano's to deal with if it did), the bike wasn't properly set up.

What did the shop you bought the bike from have to say about it? They are the ones responsible for the improper RD adjustment, unless someone else worked on the bike after you bought it.

There's a Trek LBS here in Redding that I didn't fellate just right re: a warranty issue, so they no longer want "my business."

Boo flippen' hoo.

And, they neglected to return the fork with the other parts. Real smooth. Petty cash means nothing when you're an absent-minded thin-skinned internalizing indentity lackard(ey). The SNL Jeapordy parody from S. Connery to A. Trabek addresses it best: "Suck it, Trabek."

SanRensho is correct. This is an arse of a hicktown (or hick of an arsetown).

Per P. R. Rufus: an unspeakable one at that.


Back Story:
http://www.bikeforums.net/showthread.php?t=438453

Fast forward to today:
They said they got my Madone frame this morning, the seatstay damage is purely cosmetic. The derailleur dropout has to be replaced. They're ruling it a non-warranty case and they are charging me $60 + shipping back to fix it. Jax plans to charge me $50 for the stripping of the bike to the frame and boxing it up and $40 to ship it to Trek. So that puts me at $150ish so far, I still have to replace the rear derailleur and chain and pay to have it re-assembled.

I talked to Rock n' Road cyclery and they said to have Trek fix the frame and send it back to Jax. They told me to pay Jax what I owe them so far but not have them put the Madone together and charge me extra for that. They said when the frame returns to Jax to pick up all the parts in a box and bring it to their shop. They're going to try to replace the rear derailleur under warranty through Shimano and they will give me a free chain. They said if Shimano won't warranty the rear derailleur, they will sell one to me at their store cost. They're also going to have their mechanic assemble the bike for me at no extra cost... now THAT's what I call customer service.

As soon as the Madone comes back together I will be putting it up for sale and with the proceeds I will be purchasing a Specialized Tarmac Expert Compact from Rock n Road.

I have lost my faith in Trek... the bike dealer (who shall remain nameless) failed to own up to his mistake and the manufacturer let me down by fronting me full cost to replace all the damaged parts.

Ouch man. You got hosed and nobody is going to own up to it. Someone needs to step up to it, its not like you bought a entry level mtb. I would say blame your shop, then again trek has enough confidence to let that shop sell their product and should back up their work/lack thereof. I have been a avid trek believer but this really puts me off to them. I know i won't drop the kind of cash you did with them knowing how they handled this. Cut your losses, new store / new brand dont ever recommend either to anyone and encuarge your friends to avoid them. On that note nobody here ever buy a Dell Computer.

In all honesty it's not the fault of Trek that the RD was improperly adjusted. The frame didn't fail, the RD didn't fail (that would be Shimano's to deal with if it did), the bike wasn't properly set up.

What did the shop you bought the bike from have to say about it? They are the ones responsible for the improper RD adjustment, unless someone else worked on the bike after you bought it.

The bike was barely 6 days old when the RD decided to take a dive into the spokes. The only people who wrenched the bike is the original LBS that I had bought the bike from. I took the bike to them first when this happened and they tried to weasel out of the responsibility of the incident. They cited that I could have set the bike down on the RD and put it out of alignment... they also tried to say that I must've hit the RD on something that bent the dropout causing the problem. None of the allegations are true, but they too tried to get me to just send Trek the frame to replace the dropout and have me pay for the repairs.

I don't do business with a company that won't own up to their problem. Also if I am going to drop over 2 grands on a bike only to have it malfunction 6 days later, I'd rather just take that 2 grand and blow it at a strip club where I know i'll get more satisfaction out of the use of my hard earned cash.

There's a Trek LBS here in Redding that I didn't fellate just right re: a warranty issue, so they no longer want "my business."

Boo flippen' hoo.

And, they neglected to return the fork with the other parts. Real smooth. Petty cash means nothing when you're an absent-minded thin-skinned internalizing indentity lackard(ey). The SNL Jeapordy parody from S. Connery to A. Trabek addresses it best: "Suck it, Trabek."

SanRensho is correct. This is an arse of a hicktown (or hick of an arsetown).

Per P. R. Rufus: an unspeakable one at that.

I have no Idea what you just said. :(



Ouch man. You got hosed and nobody is going to own up to it. Someone needs to step up to it, its not like you bought a entry level mtb. I would say blame your shop, then again trek has enough confidence to let that shop sell their product and should back up their work/lack thereof. I have been a avid trek believer but this really puts me off to them. I know i won't drop the kind of cash you did with them knowing how they handled this. Cut your losses, new store / new brand dont ever recommend either to anyone and encuarge your friends to avoid them. On that note nobody here ever buy a Dell Computer.

That's exactly what I am doing... cutting my losses and dealing with my new favorite LBS. Rock n' Road for the mf'ing win! :thumb:

The bike was barely 6 days old when the RD decided to take a dive into the spokes. The only people who wrenched the bike is the original LBS that I had bought the bike from. I took the bike to them first when this happened and they tried to weasel out of the responsibility of the incident. They cited that I could have set the bike down on the RD and put it out of alignment... they also tried to say that I must've hit the RD on something that bent the dropout causing the problem. None of the allegations are true, but they too tried to get me to just send Trek the frame to replace the dropout and have me pay for the repairs.

I don't do business with a company that won't own up to their problem. Also if I am going to drop over 2 grands on a bike only to have it malfunction 6 days later, I'd rather just take that 2 grand and blow it at a strip club where I know i'll get more satisfaction out of the use of my hard earned cash.

Well you best buck up and start dealing with the LBS you bought it from, because if anyone is responsible they are. Just because they try to get out of taking responsibility doesn't mean that you have to let them get out of it.

Personally I would have called Trek and asked them to deal with the uncooperative LBS. Trek doesn't want their dealer network giving customers horrible service, it reflects on the brand too much.

Oh my Gosh KAR! I already avoid that shop like the plague! I had a friend that bought a bike there. A beutiful Italian racing bike. It was back in 1998 and he paid $3,000 for it. Maybe $6 grand now!

He also bought spiffy wheels for it $700 back then. The same shop that sold and assembled your bike threaded the chain incorrectly thru his rear Campy derailleur. It formed a huge channel in his brand new component. He took it back but the guy wouldn't replace his top of the line Campy rear derailleur.

I wish I had known before you bought the bike there. I def would have talked you into going somewhere else!

He was too nice about it and let it slide! I myself would have thrown a fit on the showroom floor!

Anybody in SoCal, check with me before buying a bike. I must approve the shop!:thumb:

Ouch man. You got hosed and nobody is going to own up to it. Someone needs to step up to it, its not like you bought a entry level mtb. I would say blame your shop, then again trek has enough confidence to let that shop sell their product and should back up their work/lack thereof. I have been a avid trek believer but this really puts me off to them. I know i won't drop the kind of cash you did with them knowing how they handled this. Cut your losses, new store / new brand dont ever recommend either to anyone and encuarge your friends to avoid them. On that note nobody here ever buy a Dell Computer.

Dell XPS M1330

Well you best buck up and start dealing with the LBS you bought it from, because if anyone is responsible they are. Just because they try to get out of taking responsibility doesn't mean that you have to let them get out of it.

Personally I would have called Trek and asked them to deal with the uncooperative LBS. Trek doesn't want their dealer network giving customers horrible service, it reflects on the brand too much.

I didn't just let them get out of it... I tried to reason it out with them. But if it's their word against mine, I don't stand a flying chance at getting anything done. That's why I cut my losses with them and tried to deal directly with Trek through Jax... but I got the same story. So if they're going to give me the shaft like they did I will give it right back to them where it hurts... in their wallet. I am letting all my riding buddies know how Trek likes to treat their HIGH paying customers and they're all avoiding Trek like the plague.

As a parting shot, I'd email Trek service and send them a link to this thread. I'd also out the LBS so others will know to avoid them. Good luck.

I didn't just let them get out of it... I tried to reason it out with them. But if it's their word against mine, I don't stand a flying chance at getting anything done. That's why I cut my losses with them and tried to deal directly with Trek through Jax... but I got the same story. So if they're going to give me the shaft like they did I will give it right back to them where it hurts... in their wallet. I am letting all my riding buddies know how Trek likes to treat their HIGH paying customers and they're all avoiding Trek like the plague.
Of course you had a chance of getting the shop to take care of it. Pressure from Trek might have helped a lot. I recently bought a pair of tires ($60 for both) from a US online shop. After two months the sidewalls split on both tires. I called the shop, who told me in effect, 'tough luck you must have left them in a hot place folded in a figure 8'. They are folding bead tires. So I then called the distributor who told me that a tire shouldn't have sidewall problems after two months of commuting and dealt with the dealer for me. I'll be issued a refund.

Did you ask Trek to please help you with the poor service from their dealer? If so, what was Trek's response?

As a parting shot, I'd email Trek service and send them a link to this thread. I'd also out the LBS so others will know to avoid them. Good luck.

Once my Madone is back in my hands I will write up a full detailed report as to what happened from day one to the very end. I will make sure Trek and the LBS hear about it as well. :thumb:

Sorry, I side with Trek on this one. Either the bike was improperly set up, there was an accident, etc. etc. etc. No mfg defect is going to cause the RD to fail like this. Your beef is with the bike shop, not Trek. In fact, I think Trek is dealing with you fairly generously.

- Mark

Of course you had a chance of getting the shop to take care of it. Pressure from Trek might have helped a lot. I recently bought a pair of tires ($60 for both) from a US online shop. After two months the sidewalls split on both tires. I called the shop, who told me in effect, 'tough luck you must have left them in a hot place folded in a figure 8'. They are folding bead tires. So I then called the distributor who told me that a tire should have sidewall problems after two months of commuting and dealt with the dealer for me. I'll be issued a refund.

Did you ask Trek to please help you with the poor service from their dealer? If so, what was Trek's response?

I tried to explain to Trek what happened and what they told me in effect was "Because of the nature of the incident (derailleur catching the spokes), it is difficult to determine fault in it. Most of the time this problem is caused by an improperly adjusted derailleur or a bent derailleur dropout. Since it is impossible to tell what caused the problem, and most likely it is not due to a manufacturer defect we will not be covering the bike repair under warranty."

Sorry, I side with Trek on this one. Either the bike was improperly set up, there was an accident, etc. etc. etc. No mfg defect is going to cause the RD to fail like this. Your beef is with the bike shop, not Trek. In fact, I think Trek is dealing with you fairly generously.

- Mark

The bike shop is a Trek authorized dealer... that is in effect an extension of Trek's company. Any problems with the bike shop, is also Trek's problem. That's the risk Trek takes when authorizing a bike shop to be a licensed dealer.

Sorry, I side with Trek on this one. Either the bike was improperly set up, there was an accident, etc. etc. etc. No mfg defect is going to cause the RD to fail like this. Your beef is with the bike shop, not Trek. In fact, I think Trek is dealing with you fairly generously.

- Mark


Strangely enough about 3 weeks before his OP, my wife and I were riding with another forum member when the chain and rear derailleur locked up on his 2008 Madone. I posted the event in the orig OP.

The BF'er had just taken his Madone in for the free service. No problem at all, only took it in cause the shop said to bring it in for the free service. They made some adjustments, cleaned and lubed it. 3 miles into the first ride after service, his chain locked up!

From that point on, everytime he stopped spiining the pedals,. the chain would lock up or jump off the cogs. He thought it was teh rear der so I tired to adjust it but it didn't help. I told him must be something wrong with the prawls in the hub.

He took it in. Shop said he needed a new chain, replaced it then charged him. Parkinglot test ride, same problem. Turns out Trek replaced the rear wheel as there was something wrong with the inner works! Haven't ridden with him but he say s it's fine now.

The shop had his bike for a month trying to figure it out!:eek:

But heck yeah, his chain was jumping around, popping of a nd rear der going crazy on the ride.

Strangely enough about 3 weeks before his OP, my wife and I were riding with another forum member when the chain and rear derailleur locked up on his 2008 Madone. I posted the event in the orig OP.

The BF'er had just taken his Madone in for the free service. No problem at all, only took it in cause the shop said to bring it in for the free service. They made some adjustments, cleaned and lubed it. 3 miles into the first ride after service, his chain locked up!

From that point on, everytime he stopped spiining the pedals,. the chain would lock up or jump off the cogs. He thought it was teh rear der so I tired to adjust it but it didn't help. I told him must be something wrong with the prawls in the hub.

He took it in. Shop said he needed a new chain, replaced it then charged him. Parkinglot test ride, same problem. Turns out Trek replaced the rear wheel as there was something wrong with the inner works! Haven't ridden with him but he say s it's fine now.

The shop had his bike for a month trying to figure it out!:eek:

But heck yeah, his chain was jumping around, popping of a nd rear der going crazy on the ride.

Hey Beanz, get this... i explained that problem to the Trek customer service dude and he told me I must be taking crazy pills because he think's that it's physically impossible. I told him I experienced the same problem where the chain would just stop and I get off and check everything out and it looks fine. After doing it twice is when the derailleur gave out and went on maximum carnage on my Madone. I felt like I was talking to a brick wall. :mad:

I tried to explain to Trek what happened and what they told me in effect was "Because of the nature of the incident (derailleur catching the spokes), it is difficult to determine fault in it. Most of the time this problem is caused by an improperly adjusted derailleur or a bent derailleur dropout. Since it is impossible to tell what caused the problem, and most likely it is not due to a manufacturer defect we will not be covering the bike repair under warranty."

I understand that; what Trek could have done is put pressure on the shop to do the right thing. It wasn't a frame fault, it was human error, most likely from the shop. Trek doesn't want shops carrying their products screwing over customers, and will often work to find a solution between shop and customer.

Hey Beanz, get this... i explained that problem to the Trek customer service dude and he told me I must be taking crazy pills because he think's that it's physically impossible. I told him I experienced the same problem where the chain would just stop and I get off and check everything out and it looks fine. After doing it twice is when the derailleur gave out and went on maximum carnage on my Madone. I felt like I was talking to a brick wall. :mad:

Doesn't surprise me. I emailed Trek after my frame snapped. I asked if they had any history of frequent failures cause I was worried as a heavyweight. Mentioned I had seen several post about failed frames, my model or othrwise like FX or other models. They said they had never heard of any problems, but I read them here in this forum.

I lucked out cause they upgraded my frame and fork. Maybe they were worried that I would get hurt and sue since I had snapped one already. I'm just shocked they didn't take care of you. But the LBS is even worse. I know thru past riding partners!

Like the other guy, I think it would only be right by Trek to put some pressure on the shop!

BTW, does your shop carry Cervelo? I saw a real nice model at the beach stop. The carbon frame had a HUGE bottom bracket area. Perfect for a Clyde! I'd opt for one but too rich for my blood.:D

Ha! I wish... I dont think RnR carries Cervelo, even if they did I think it'd be a little too much for me at this point in time. I want to stay under 3k for my first race style road bike.

Doesn't surprise me. I emailed Trek after my frame snapped. I asked if they had any history of frequent failures cause I was worried as a heavyweight. Mentioned I had seen several post about failed frames, my model or othrwise like FX or other models. They said they had never heard of any problems, but I read them here in this forum.

I lucked out cause they upgraded my frame and fork. Maybe they were worried that I would get hurt and sue since I had snapped one already. I'm just shocked they didn't take care of you. But the LBS is even worse. I know thru past riding partners!

Like the other guy, I think it would only be right by Trek to put some pressure on the shop!

I agree. As for Trek's customer service, they've replaced a spring in the fork of my Navigator with a stronger one simply because I asked about getting more of a full lockout on the suspension. Not a penny's cost to me.

I understand that; what Trek could have done is put pressure on the shop to do the right thing. It wasn't a frame fault, it was human error, most likely from the shop. Trek doesn't want shops carrying their products screwing over customers, and will often work to find a solution between shop and customer.

Agreed. I gotta go with Trek here. The shop's service to the OP is at fault.

I understand that; what Trek could have done is put pressure on the shop to do the right thing. It wasn't a frame fault, it was human error, most likely from the shop. Trek doesn't want shops carrying their products screwing over customers, and will often work to find a solution between shop and customer.

I think it has a lot to do with high gas prices, right now, bicycle shops and companies have bikes flying out the door, faster then they can get them in. So getting new customers is easy right now, but the typical rule in business is that for every $1 you spend to keep a customer coming back, it costs $10 to get a new customer. I expect in a couple of years, when the people willing to make the switch, have made it -- some people will want to drive even if it costs $40 a gallon -- and business starts to drop off, the same situation, might get a very different response. Some bike shops also realise that for every $1 you spend on a low profit bicycle, you will spend $3 on high profit accessories, clothing and maintenance - usually as impulse purchases in the same shop.

There are great bike shops out there, and there are terrible ones. The major local Trek dealer around here has a great service staff, and they are much better about honoring warranties and stuff than the OPs shop, but they often treat people that just bought a new bike like they have never seen them before (like never seen you before in their lives 2-3 days after you buy the bike). They always fix the bike properly, and really tell you what is wrong, even if it is their fault, but you have to push pretty hard to even get them to "remember" that it is covered under their warranty. If you push, they always come through. But their primary focus is on fairly high pressure sales for new bikes, fancy gear, etc. Lots of slick and charismatic sales people that only care about their sales numbers.

I demand a lot more from the LBS that I give my business. Biking is huge here, and there is a lot of competition. There is one LBS that has stellar customer service (Peleton Cycles, in Loveland, Colorado), and they make it pretty clear that they will bend over backwards to fix anything that goes wrong with a new bike with as little cost and hassle to the customer as possible. Even if it was your fault, if you bring it in within the first 6-12 months purchase, they will AT LEAST sell you the parts at cost, and give you a great deal on the service fee. I hear about them doing special things for people all the time. Things like rebuilding rear wheels for just the cost of the rims and spokes for heavier/commuter riders, replacing seatposts for free after somebody cracks their carbon seatpost by trying to hang a full touring rig off of a seatpost rack (nice Thomson aluminum one too), etc. Nice place. You can tell that they depend on repeat customers for a bulk of their business.

R&R sounds like a nice bike shop. Drop the other one.

Threads like this make me really appreciate the LBS I deal with. :D

Hodson's Bay in West Lafayette! They've always taken great care of me.

Trek/Specialized/Giant dealers.

[QUOTE=Iamkar33m;7090952]I have no Idea what you just said. :( QUOTE]


I said:

--This LBS felt it was not treated with sufficient respect due its percieved "importance"
and/or "identity";

--I'm cryin' (not really) them a river;

--(to paraphrase Agassi incorrectly) Principle is Everything. Trek's expressed warranty does not cover
the fork, but the fork was not returned (as were the other warranty-excluded parts).


These things being said, there is no standard anymore, anywhere. People only want the meat of the streched neck, not the gristle of issue.

SanRensho (a BFr commenting to a differing BF issue/thread) made the supposition that Redding is a stain. There's good riding topography, but I feel his assumption is more true than not.


Better?

BTW, I'm thinkin' chainring chainwrap during a shift. Very easy to quickly gank a RD (and other things in its vicinity).

I'll state for the hundreth time how lucky I am to have my shop, Cycle Works in Lincoln, NE. When I had problems with my Trek, they went above and beyond to get it taken care of, and Trek honored the warranty. A year and another bike later, they treat me great, to the point where I'm probably going to use them exclusively for everything, markup or not.

That being said, I won't buy another Trek. I have about 1200 miles on my Surly now, and I've had some minor problems with it, but they are just that - minor. By this point on my Trek I'd gone through three wheel builds and a frame (and a rear tire, but not their fault). I really loved my Trek FX and truth be told, I wouldn't mind still having it around because it served a good purpose. However I won't spend money on one again, just because I've had four bikes since I started cycling. A old Raleigh MTB, my Hardrock, the FX and my Surly. Out of the four the Trek has, by a long shot, spent the most time in the shop.

Just sayin'. I could be paranoid, but about the only other two bikes I want are made by other manufactuers, and Trek doesn't make a model that fills those needs (Allez and Karate Monkey). And even if they did, I'd be hesitant to buy one, after I've heard of lighter people than I having problems with their Treks.

Don't mean to flame, and don't get me wrong here - Trek did great on their warranty service, and my LBS went far above and beyond, I just don't like having to even DO warranty repairs.

From what I have heard, no one stands behind what they sell better than REI. So I guess my next new bike will be from them. Add the spring sale coupon, and the pricing gets pretty attractive.

I pick my brands of bikes based on the shop, i have had to bring bikes in quite a bit and never get charged and normally get taken care of while i stand there even when they are backlogged. There may have been better brands or better buys out there but in a mere few months the shop service has paid for any costs i could have saved going elsewhere.

I am also on treks side, authorizing a dealer doesn't mean they are trek employees, If they replaced every repair when they did nothing wrong would seem to me like you are trying to take advantage of trek for a LBS taking advantage of you.

But defiantly send a complaint to trek about it. If complaints about a shop accumulate they Will drop the store. It seems to me like you went to trek saying something was defective and they told you "no", which was right. Maybe go to them more with a more complaint against an authorized dealer angle?

is there any thing you can file with a better business bureau in town against the shop...civil court (seems like over kill if it was just the drop out and chain)?

wrk101 hit it dead on...REI has a ridiculously good return policy... i truly don't know how they stay in business with it. alot of people i know abuse it. something can be 2 years old abused and with no receipt and they take it back. I have ripped clothing and they take it back. (this is for REI brand stuff, not sure how they do on the other stuff they carry)

The "department store" feel works out better in way of service because the policies are or a large corp that is well diverisified, but the bike area is as experianced as a LBS. Best of both worlds.

+1 for REI. I bought a Randonee recently. The guys in the bike dept were great. I'm sorry you got hosed by your bike shop. When you buy your new bike at the other shop, make sure to ride it by the shop that screwed you and show them what a big wad of cash you just spent at their competitors shop. Make sure they understand how much they screwed up by chasing you away with their lousey service.

I pick my brands of bikes based on the shop, i have had to bring bikes in quite a bit and never get charged and normally get taken care of while i stand there even when they are backlogged. There may have been better brands or better buys out there but in a mere few months the shop service has paid for any costs i could have saved going elsewhere.

I am also on treks side, authorizing a dealer doesn't mean they are trek employees, If they replaced every repair when they did nothing wrong would seem to me like you are trying to take advantage of trek for a LBS taking advantage of you.

But defiantly send a complaint to trek about it. If complaints about a shop accumulate they Will drop the store. It seems to me like you went to trek saying something was defective and they told you "no", which was right. Maybe go to them more with a more complaint against an authorized dealer angle?

is there any thing you can file with a better business bureau in town against the shop...civil court (seems like over kill if it was just the drop out and chain)?

Technically it's not just the dropout and chain... my seatstay was chewed up by the RD cage, my Ultegra RD is toast, and my Bontrager Race Lite rear wheel has a couple spokes chewed up. All in all it'll cost $500ish to get it back to working condition (that wont even cover the scored carbon fiber seatstay).

I am just cutting my losses and dropping the LBS like a red-headed stepchild. I will be working with Rock N Road to fulfill my biking needs in the future... they take EXCELLENT care of me.

One LBS in my town.. that's it. They primarily sell Trek. Lance Armstrong posters all over in that place. Trek and Lance Armstrong.... Trek and Lance Armstrong... that's all you get when you go in there. You want to win? Well.. Lance won.. and he did it on these Treks in here. Trek Trek Trek! Lance Armstrong!

It works though. Recently dozens of new commuters that haven't ridden in 20 years have went out the door with $1700+ Trek's. Yeaahhhhh Lance Armstrong! Yeeeeaaaaahhhhhhhhhh!

Three words for you "SMALL CLAIMS COURT". I had to sue a gentleman who F'd up a classic Chevy truck I was trying to build.... It didn't matter that the judge didn't know anything about trucks, the defendent was in the wrong, I had all the necessary info (pics of the improper paint job, paint over rust.....) and the price quote.

It only costs about $80 and you will get that back if you win. They F'd up your bike and refuse to fix it... make em'! And the best part? NO FREAKING LAWYERS!!!! :D

jmho

I have been on the fence lately about what my next bike will be. I had it down to Specialized, Trek, and Surly. I ride a trek right now, but I am thinking of taking a harder look at the Surly, because of stuff like this. My buddy is about to buy a specialized, so I will let him test that out :)

I have been on the fence lately about what my next bike will be. I had it down to Specialized, Trek, and Surly. I ride a trek right now, but I am thinking of taking a harder look at the Surly, because of stuff like this. My buddy is about to buy a specialized, so I will let him test that out :)

QBP, which owns Surly, have excellent customer service.

QBP, which owns Surly, have excellent customer service.

+1000. They're great guys at Surly, and respond to emails very quickly.

Hey guys... get this. On Friday I emailed Trek to file a complaint against the bike shop. No response to this moment. Are they really trying their hardest to lose their customer? Because they're succeeding thus far.

I would say so. I emailed Surly before, and had a response every time within hours. Specialized took a day, but eh, I emailed their general support address.

Then again, they could have a guy like me answering emails. Lots of emails, and a 7:30-4:30 schedule :).

Heh, yeah... I hope they do eventually get around to responding to my email. I'd hate to have to drag BBB and FTC into this deal, but I WILL do it. I've done it with Sprint before, it wasn't pretty.