Originally Posted by
tetonrider
thanks for the reality-check, bikewise1. hope you didn't get an "entitled" impression from *my* posts on this subject. all i expect to get is the same frame i purchased....except without a structural flaw in it.
Nah....you're being reasonable. I've had my share of warranty issues where the customer seemed genuinely astonished that I was unable to go in the back of the shop and lay an egg containing the warranty part!
Originally Posted by
tetonrider
specialized chose to "upgrade" me -- although they did so because presumably they no longer have my frame. not my fault.
True. But that's how they chose to exercise their responsibility under the terms of warranty.
Originally Posted by
tetonrider
my point about the front derailleur and labor cost is simply to say that it's not like this is the best thing for me. i have to pay to replace a functionally perfect part because they now use braze-on derailleurs. i have to pay to have the shop build it back up, even though i'm perfectly capable of it. there is also a cost in terms of the time to do the research, make the calls, and not be able to ride this bike.
I see nothing in the terms that requires the shop to perform the warranty labor. You could have walked in the shop with just the frame and presented it for warranty. You get a new frame, and take it home and build it yourself. Flip the front derailleur on ebay, and party on...
Originally Posted by
tetonrider
so, while it's great that they are replacing a frame (that had a manufacturing defect), i'm not exactly comfortable feeling as though i have to grovel to manufacturer and dealer just to get decent treatment.
You're right. No one should have to grovel, but.....
Originally Posted by
tetonrider
i don't think asking for the right color is a big deal, given they selected the frame they're supplying me with.
....due to realities of offshore production, supplying exact color matches on anything but current year models is often unrealistic.
Originally Posted by
tetonrider
if they had a new old stock version of my bike/size/color, i would HAPPILY take that, instead of the upgrade, but i'm grateful that they are supplying me with this new version.
we'll see if it all works out. i hope it doesn't take 2 more weeks. (that's the part where i feel like i have less rights as a "warranty" customer vs just buying a bike outright.)
Certainly, two weeks is a long time. I've never had a frame warranty take that long. Were I quoted that from Trek (which has actually never happened) we do enough custom bikes that I would likely order a new bike and strip the parts to get you a frame more quickly.
Originally Posted by
tetonrider
just curious, but since you mention understanding the warranty when someone buys a bike, what percentage of your customers read the warranty before making their purchase?
I ask that folks take a moment to look it over when they get home. I do always point out that a warranty exists to cover defects in materials and workmanship, not to function as an insurance policy. Trek makes it easy for dealers with incredibly good warranty support, so we've not experienced a situation like yours. I will say, we mention that as a perk of buying from us, we handle warranty issues with no labor or shipping charges and can usually provide loaner wheels in cases of wheel warranties.
Good luck and please keep us posted.