Manufacturer, Retailer, Survey and Consumer Feedback - I HATE Trek of Charlotte NC

I never do this, but I've had such a bad experience with this shop, I'm going to WARN everyone: DO NOT BUY FROM TREK OF CHARLOTTE NORTH CAROLINA!!! 



This is NOT a slam on Trek, GF, or their products, but the establishment and management of Trek of Charlotte NC is NOT to be trusted! 

2 weeks ago I had a rear derailleur snap in half at the arm under normal riding, so i took the 9-month old 2009 Gary Fisher Piranha I bought brand new from this store, back for warranty repairs. Store manager gives me the "I've been doing this a long time, and this isn't covered" line, and I refuses. SRAM has a 2yr warranty, the bike is still under it's 1yr warranty, I EVEN BOUGHT THE 5yr RED SHIELD WARRANTY!!! I've spent thousands in parts, accessories, clothing, labor, and other here. We go back & forth, and finally, he reluctantly says "I'll send it in." 



Today, I get a call and it's the Service manager telling me the warranty was declined. I ask him point blank if he, his store, or Trek is willing to stand by their product, and help me with parts & labor? “No.” So I ask to speak to someone else. We go back & forth, and he tells me I can call SRAM and says, "I've been doing this a long time, and this isn't covered." I ask for the person he spoke with @ SRAM & the #, and he refers me to the SRAM website. hmmm... 



So I call SRAM, and within 30 seconds of explaining the damage, the representative says "THAT IS 100% COVERED BY OUR WARRANTY, WE STAND BY OUR PRODUCTS," and tells me, "THEY PROBABLY NEVER CALLED. TAKE YOUR BIKE TO ANOTHER SHOP. HERE IS YOUR REFERENCE #, MY NAME & DIRECT NUMBER." 



Huh... That was so EASY! Maybe 5 minutes tops! 



I just picked up my bike from Trek of Charlotte, and took it to Performance Bicycle. They were more than happy to do warranty work and service for me! 



Even though I LOVE the bike, I WILL NEVER BUY ANOTHER TREK PRODUCT IN MY LIFE!!! I may only be one person, but Trek, and Trek of Charlotte NC will never get another dollar from me again!

Ibtl

Trek stores are corporate owned I believe - you should send this text to Trek. They need to know whats going on.

But as you say if this isn't a slam on Trek, then why the shouting of never buying another Trek product. I can see never going to this store again, or not using Sram again if you want to get really picky over an unlucky part, but to boycott Trek is an odd choice.

Good story bro.

Interesting user name.

With that warranty the ENTIRE bike is covered except tires, tubes, and brake pads. The shop and Trek should have stood up for you and made it right. Find another shop.

Trek stores are corporate owned I believe - you should send this text to Trek. They need to know whats going on.

But as you say if this isn't a slam on Trek, then why the shouting of never buying another Trek product. I can see never going to this store again, or not using Sram again if you want to get really picky over an unlucky part, but to boycott Trek is an odd choice.

+1

Drop a line to the Charlotte Better Business Bureau and the NC State Attorney General while you're at it. That might get their attention, especially if they clearly lied about the warranty claim being denied.

Troll.

If you're not man enough to post under your own username, F off.

ibtl also.




ps you could a had a CAAD 9

If warranty repairs are backed by the manufacturer, it makes no sense for the dealer to refuse the repair. The story seems fishy to me.

Drop a line to the Charlotte Better Business Bureau and the NC State Attorney General while you're at it. That might get their attention, especially if they clearly lied about the warranty claim being denied.

nah, I think he should just continue to slander their business on the internet. That'll no doubt teach them a lesson...............

:popcorn

The only Trek shops around here are privately owned...

:popcorn: +1

I see these types of posts in a lot of different forums - Keyboards, Photography, Porsche, Bikes, etc.

Usually it's by a guy that joins for one second just to put up the scathing review. What happens 90% of the time is that some forumite will alert the owner of the "crappy establishment" and he will come in and lay down the rest of the story.

I suspect there is more to this than meets the eye.