So I heard back from Trek...
#76
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What I did last night is assembled a detailed incidence report of what happened the day the RD took a dive into the spokes. I also downloaded my cellphone bill which shows correspondences between me and the original LBS, Jax, and Trek. I also have names and notes I took when I was on the phone with all 3 parties. As soon as my frame returns from Trek I will take it to the LBS that screwed up the install and have a nice long talk with them. My intention is to get them to at least own up to the fact that it MAY have been their wrench's fault for mis-assembling the bike. If I can get that far then we should be able to reach an amicable agreement as to what's going to happen from there. Best case scenario is they refund my money for the bike, worst case scenario I leave pissed off at them sell the Madone and buy a Specialized Tarmac.
#77
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If they do decide to go with the 50% deal I listed above I would not be happy, but I also would not begrudge them. If they decide to cover everything 100% then I would be happy. If it goes worst case, I pay for everything then I will be sure their customers hear about the disservice done to me.
#78
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Historian... I agree. This is not a Trek problem but a shop problem. By and large Trek is a good company and stands behind its warranties. That said... I much prefer Specialized.
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#79
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It is so unfortunate to hear of a LBS being so uncooperative. It is case like this that make ppl abandon LBS's and just order online or with big companies.
Good Luck KAR, I hope the LBS comes through, even if it is a little too little too late...
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1990 Trek 330
2006 Trek 7.2FX
2006 Trek 7.3FX (Wifey's Steed)
1990 Trek 330
2006 Trek 7.2FX
2006 Trek 7.3FX (Wifey's Steed)
#80
help meeeeee
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Any chance you bought it on credit? If you want to really get their attention, you can always initiate a partial charge-back for quality of goods not as expected (do it for the amount of repairs, not the total price)...change-backs are WAY expensive for businesses to deal with, and if they have too many their merchant services company can actually cancel their contract...
Even Performance Bike has dealt with problems more minor than this with more respect...I'd be pissed as you-know-where if I were you...
Even Performance Bike has dealt with problems more minor than this with more respect...I'd be pissed as you-know-where if I were you...
#81
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Oooh, good idea!
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Master Guns Crittle, You out there??
"A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently and die gallantly. Specialization is for insects." -Robert A. Heinlein
Master Guns Crittle, You out there??
"A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently and die gallantly. Specialization is for insects." -Robert A. Heinlein
#82
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To put this into perspective, the bike computer that I bought with my new Allez Compact about six weeks ago stopped working. It was a wire connection issue. It could have been due to me banging the wire on something, or...anything for that matter. I called them up the other night, and they told me to bring it in, and they would look at it. So, I rode down there as fast as I could after work.
Unfortunately, due to waiting for a train to pass, I got there about 15 minutes before they closed. Not only did they look at it, but they also stayed a little bit after closing time to replace the entire wiring harness with a new one...wait for it...FOR FREE. At best, I was expecting to have to pay cost for an entire unit, and have to install it myself at home. They just opened another box with a brand new unit, and took out a new wiring harness. I decided to keep the same computer, to save my odometer settings.
After my experience with them, I don't think that I will accept any less from future bike shops that I deal with.
I agree with the previous poster, that REI has a fantastic reputation as well, and REI is a much bigger company with more customer service options available.
Unfortunately, due to waiting for a train to pass, I got there about 15 minutes before they closed. Not only did they look at it, but they also stayed a little bit after closing time to replace the entire wiring harness with a new one...wait for it...FOR FREE. At best, I was expecting to have to pay cost for an entire unit, and have to install it myself at home. They just opened another box with a brand new unit, and took out a new wiring harness. I decided to keep the same computer, to save my odometer settings.
After my experience with them, I don't think that I will accept any less from future bike shops that I deal with.
I agree with the previous poster, that REI has a fantastic reputation as well, and REI is a much bigger company with more customer service options available.
#83
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Any chance you bought it on credit? If you want to really get their attention, you can always initiate a partial charge-back for quality of goods not as expected (do it for the amount of repairs, not the total price)...change-backs are WAY expensive for businesses to deal with, and if they have too many their merchant services company can actually cancel their contract...
Even Performance Bike has dealt with problems more minor than this with more respect...I'd be pissed as you-know-where if I were you...
Even Performance Bike has dealt with problems more minor than this with more respect...I'd be pissed as you-know-where if I were you...
#84
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If it has a Visa or Master Card logo, call and tell them the story. They will tell you if you have a claim. If you do, DO IT! These retailers pay for the privilege of charging your card (sometimes at $0.75 per swipe). This gives you some kind of "insurance" about the products you buy. Its your right, use it.
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Master Guns Crittle, You out there??
"A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently and die gallantly. Specialization is for insects." -Robert A. Heinlein
Master Guns Crittle, You out there??
"A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently and die gallantly. Specialization is for insects." -Robert A. Heinlein
#86
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[...Originally Posted by BigPolishJimmy ...*snip* 'I gotta say that I have hesitation toward a Trek after reading this post'.... ]
Wow... Is this really considered "Trek Bashing" for someone to say they would be "hesitant" after hearing about 2 instances(this post + Mr. Beans story) of derailers failing in a potentially painful fashion on a specific product? Hearing about more than one instance makes me wonder about a design flaw in this product/model. I don't have to be fair or objective, I'm a consumer