Help! I need a source for Trek parts!
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Help! I need a source for Trek parts!
I have a 2007Trek EX9.5, and it sheared a bolt on the rear triangle pivot. The LBS doesn't stock parts and Trek doesn't stock the part. This happened over 2 months ago, and I'm starting to wonder if Trek just dosen't take customer service very seriously. I'm really disappointed at this stage. There's no explanation - they just don't have the part. One would think they would show a greater committment to a $5000+ product. Does anyone know of another source for this?
Help!!!
Help!!!
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I'm having a little difficulty understanding why you are having so much trouble finding a part. I can't help you bacause you have given only the sketchiest description of the bolt that you need.
If it was my bike the first thing that I would do would be to take the whole bike to the shop where I bought it.
If it was my bike the first thing that I would do would be to take the whole bike to the shop where I bought it.
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I'd be back in the shop Friday morning and ask, very politely, for them to fix the defective bicycle they sold me for six grand and that I haven't been able to ride for two months. They'll say the bike is off warranty and it's not their problem. I'd go to Trek again, same deal, politely. If you still get no response (which I don't believe will be the case), I'd file complaints with the Better Business Bureau and with your local Chamber of Commerce, if they have a process for that. Your local newspaper, if it hasn't died yet, may have a consumer hotline or something similar, with an ombudsman or some other representative who handles stuff like that. If so, contact them, too.
#4
You need a new bike
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Is this a special bolt? I would expect Trek to supply it if it is. but, if it's a standard metric bolt, there's little reason for them to do so since you could get a replacement at a local fastener supplier such as Fastenal. Maybe even a local hardware store or auto parts store would have it.
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I'd be back in the shop Friday morning and ask, very politely, for them to fix the defective bicycle they sold me for six grand and that I haven't been able to ride for two months. They'll say the bike is off warranty and it's not their problem. I'd go to Trek again, same deal, politely. If you still get no response (which I don't believe will be the case), I'd file complaints with the Better Business Bureau and with your local Chamber of Commerce, if they have a process for that. Your local newspaper, if it hasn't died yet, may have a consumer hotline or something similar, with an ombudsman or some other representative who handles stuff like that. If so, contact them, too.
Sometimes it's easier said than done but I think that it's best not to get too worked up. People tend to reflect your own attitude back at you so if you come off aggressively, you're going to get an equally aggressive response back. As a general rule I've found bicycle companies to be much more liberal with warranty claims than the letter of the contract requires.
I'm still trying to figure out what exactly broke on the OP's bike.
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More info:
I purchased the bike on E-bay, so the local Trek shop (there's only one in the area) probably isn't too happy about that. However, I did spend approx $200 on bike stuff there, so they seem ok.
The bolt is a custom shoulder type bolt. It's aluminum, metric, and is essential in order to support the rear suspension. I'll try and post a pic later. The main thing is this is a special part. There are 4 of them on the articulating triangles. The other 2 points of the triangles connect to the shock. It seems that most bike shops don't try to stock this type of part but maybe some will - or maybe someone has a frame for parts or something...
I purchased the bike on E-bay, so the local Trek shop (there's only one in the area) probably isn't too happy about that. However, I did spend approx $200 on bike stuff there, so they seem ok.
The bolt is a custom shoulder type bolt. It's aluminum, metric, and is essential in order to support the rear suspension. I'll try and post a pic later. The main thing is this is a special part. There are 4 of them on the articulating triangles. The other 2 points of the triangles connect to the shock. It seems that most bike shops don't try to stock this type of part but maybe some will - or maybe someone has a frame for parts or something...
#7
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I purchased the bike on E-bay, so the local Trek shop (there's only one in the area) probably isn't too happy about that. However, I did spend approx $200 on bike stuff there, so they seem ok.
The bolt is a custom shoulder type bolt. It's aluminum, metric, and is essential in order to support the rear suspension. I'll try and post a pic later. The main thing is this is a special part. There are 4 of them on the articulating triangles. The other 2 points of the triangles connect to the shock. It seems that most bike shops don't try to stock this type of part but maybe some will - or maybe someone has a frame for parts or something...
The bolt is a custom shoulder type bolt. It's aluminum, metric, and is essential in order to support the rear suspension. I'll try and post a pic later. The main thing is this is a special part. There are 4 of them on the articulating triangles. The other 2 points of the triangles connect to the shock. It seems that most bike shops don't try to stock this type of part but maybe some will - or maybe someone has a frame for parts or something...
I wouldn't worry too much because you didn't buy the bike from them. They'll still want to keep you as a customer. I wouldn't offer any information but, if they ask directly, I'd tell them the truth without apologizing.
Last edited by Retro Grouch; 12-25-08 at 06:07 PM.
#8
aka Phil Jungels
Or, have a local machine shop make one for you....
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Maybe the machine shop will be the answer. I wonder if they can cut an allen slot. The bolt head is recessed into the triangle so a hex type bolt won't work. I've been trying to import a pic, but don't know how (this is 1st post). I'll keep trying.
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Get a photobucket.com account to import the any pictures to BF
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I doubt it's a "special part", but might be a bit of work to find one. Extracting a bolt isn't rocket science either, the shop should at least be able to do that for you (or maybe a friend with more tools/experience than you), then you could compare/size the bolt to find bolts in the regular marketplace.
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I doubt it's a "special part", but might be a bit of work to find one. Extracting a bolt isn't rocket science either, the shop should at least be able to do that for you (or maybe a friend with more tools/experience than you), then you could compare/size the bolt to find bolts in the regular marketplace.
Anyway, I can always remove one of the good bolts and measure it with a micrometer and dial indicator.
Maybe a google search will provide a source for replacement
#13
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I've owned a couple Treks and never had a quality issue. Of course I never paid $5,000....
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Trek definetly supports their full suspension frames with replacement bolts and bushings. What do you mean when you say 'trek doesn't stock the part?'
you need to find a trek dealer that is willing to work with you.
you need to find a trek dealer that is willing to work with you.
Last edited by Bekologist; 12-26-08 at 01:29 AM.
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This isn't new for Trek or Trek dealers. I won't buy another Trek ever. They screwed with me on my "lifetime" warranty on my 9800 OCLV that they had to replace with a Pro Issue OCLV and told me my "lifetime" warranty was no longer valid, after two glue/bonding failures (once in the bb shell, once at the rear dropout/seat stay which I was lucky not to have been injured for, on my OCLV frame(s). A friend of mine had several frame failures with early OCLVs and got treated like crap too, he won't buy another either. **** Trek.
Last edited by Siu Blue Wind; 12-26-08 at 06:24 AM. Reason: fixed the spelling for ya
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I will note (from my limited experience) that not all bike shops are created equal in their ability to obtain parts. Shop around.
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This isn't new for Trek or Trek dealers. I won't buy another Trek ever. They screwed with me on my "lifetime" warranty on my 9800 OCLV that they had to replace with a Pro Issue OCLV and told me my "lifetime" warranty was no longer valid, after two glue/bonding failures (once in the bb shell, once at the rear dropout/seat stay which I was lucky not to have been injured for, on my OCLV frame(s). A friend of mine had several frame failures with early OCLVs and got treated like crap too, he won't buy another either. **** Trek.
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You know, you might get more help if it wasn't all Trek bashing and supplied more info. My experience with Trek has been outstanding.
Have you even bothered to call Trek Customer service yourself? Everything I see posted here says you expect the LBS who didn't make a penny off you to chase down and supply a bolt they may make a buck off of. If your attitude in person comes off the same as your attitude here, I wouldn't be trying to hard if it were me supplying it.
-R
Have you even bothered to call Trek Customer service yourself? Everything I see posted here says you expect the LBS who didn't make a penny off you to chase down and supply a bolt they may make a buck off of. If your attitude in person comes off the same as your attitude here, I wouldn't be trying to hard if it were me supplying it.
-R
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Are you suggesting that anyone buying a used Trek should expect lousy service? Does this mean we also should never buy any brand used bike without expecting lousy service? What I'm suggesting here is that the LBS CAN'T support this bike...
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You know, you might get more help if it wasn't all Trek bashing and supplied more info. My experience with Trek has been outstanding.
Have you even bothered to call Trek Customer service yourself? Everything I see posted here says you expect the LBS who didn't make a penny off you to chase down and supply a bolt they may make a buck off of. If your attitude in person comes off the same as your attitude here, I wouldn't be trying to hard if it were me supplying it.
-R
Have you even bothered to call Trek Customer service yourself? Everything I see posted here says you expect the LBS who didn't make a penny off you to chase down and supply a bolt they may make a buck off of. If your attitude in person comes off the same as your attitude here, I wouldn't be trying to hard if it were me supplying it.
-R
Just a footnote. I did stop by a couple Trek shops when in St Louis recently. They both said without even looking that they would not have this part. They said that it's not unusual to have this kind of "just made for one model bike just this year" sort of thing. Still, maybe someone knows of a larger Trek shop that maybe sold a lot of 2007 EX9.5's that might have a rear triangle pivot bolt.
BTW I will look up Treks main # and see what they have to say. It never occured to me to go straight to the manufacturer.
#24
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The fact that you are only just now (after 3 months) figuring out that you can call the Trek factory for help suggests that you might have been better off buying a bike from your local LBS. Buying expensive stuff online suggests that you've either already got access to a friendly and sympathetic local source of parts or that you're prepared to track down help when you need it.
A good basic skill, by the way, is learning to post photos of odd parts you're trying to find so that folks can hep you find it. That way, you can focus your efforts on "can you help me find this" vs. "I hate my local Trek dealer."
Last edited by BengeBoy; 12-26-08 at 10:43 AM.
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As a backup, start asking around among friends and co-workers to see if anybody knows a good machinist. You wouldn't believe how many problems can be solved when you are on friendly terms with a machinist. bk