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So I heard back from Trek...

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So I heard back from Trek...

Old 07-22-08, 09:57 AM
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Originally Posted by Iamkar33m
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.
Also possible, is that they will be willing to do a split settlement, as there is no way to absolutely prove, one way or the other, they should be willing to go at least half on the repairs......
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Old 07-22-08, 10:05 AM
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Originally Posted by Wogsterca
Also possible, is that they will be willing to do a split settlement, as there is no way to absolutely prove, one way or the other, they should be willing to go at least half on the repairs......
If they go that way, it would only be fair that they only charge me 50% of THEIR COST for the replacement parts. It wouldnt be right if they did 50% of the replacement part's full retail cost. Then for the labor it should be 50% of the labor cost without any "padding", I know mechanics like to pad their labor estimates for increased profit.

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.
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Old 07-22-08, 10:05 AM
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Originally Posted by The Historian
I really don't understand all the Trek bashing in the Clyde forum. They make a good bike, and they have excellent warranty service. Of course, this isn't a warranty issue, but when did that ever stop anyone from blaming a manufacturer?
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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Old 07-22-08, 11:42 AM
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Originally Posted by The Historian
I really don't understand all the Trek bashing in the Clyde forum. They make a good bike, and they have excellent warranty service. Of course, this isn't a warranty issue, but when did that ever stop anyone from blaming a manufacturer?
+1 I am really happy with trek. It is unfortunate that sometimes in our anger, we overlook truth (especially when we do it from the armchair) The OP has got the right idea, and what seems like a level head about the whole fiasco.

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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Old 07-23-08, 02:31 PM
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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...
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Old 07-23-08, 05:24 PM
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Oooh, good idea!
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Old 07-23-08, 05:43 PM
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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.
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Old 07-23-08, 08:13 PM
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Originally Posted by jim24
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...
I used my debit card (check card), I'm not sure if I can charge-back with it as it is not a credit card. However, I personally believe chargebacks are unfair unless TRULY warranted such as fraudulent charges or incorrect amount charged. Although it is a tempting idea.
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Old 07-23-08, 08:29 PM
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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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Old 07-23-08, 08:37 PM
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So charge-back and give the LBS back the bike?
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Old 07-23-08, 09:26 PM
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[...Originally Posted by BigPolishJimmy ...*snip* 'I gotta say that I have hesitation toward a Trek after reading this post'.... ]

Originally Posted by The Historian
I really don't understand all the Trek bashing in the Clyde forum. They make a good bike, and they have excellent warranty service. Of course, this isn't a warranty issue, but when did that ever stop anyone from blaming a manufacturer?
Originally Posted by beingtxstate
+1 I am really happy with trek. It is unfortunate that sometimes in our anger, we overlook truth (especially when we do it from the armchair) The OP has got the right idea, and what seems like a level head about the whole fiasco....
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
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Old 07-23-08, 10:32 PM
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Originally Posted by BigPolishJimmy
I don't have to be fair or objective, I'm a consumer
That pretty much says it all.

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