I often see threads where folks get a complaint off their chest...bad service at the LBS, bad service from a mail order company, or a bike company that refused to honor its warranty or ignored questions from a customer...well, sometimes we ought to talk about the times when something GOOD happens.

I bought a Trek Mt. Trail 241 Saturday. It allows you to convert an adult bike into a kinda/sorta tandem bike to bring along a six year old or nine year old kid on a long ride. The LBS installed it, and claimed they had installed it correctly, even though it had a distinct side to side "wobble".

I e-mailed Trek on Sunday asking for a solution to the wobble. At 10 a.m. Monday, just two hours into a new business week, Trek responded with a specific solution to the wobble: just put a rubber shim under the plastic mounting insert, so that it fits tightly on the seatpost.

I have often sent e-mails to other bike companies, and gotten no response; or a "form" response ("talk with your LBS") or a vague and confusing response. This is the third or fourth time that I have contacted Trek for a solution to a problem. Each time, their reponse has arrived within two or three business days, and has been clear and helpful.

I'm sure other folks have also had GOOD customer service. Who else has had a GOOD customer service experience with a bike company this year?

I've asked Kona a million questions about the Sutra frame this year. They've been really helpful. Fast response time. It makes me wonder why the info isn't on the web site though.

LBS was having the "Trek Super Sale" last weekend. I scored a pair of Club shorts for the wife for $25, a pair of Cannondale womens gloves for her for 30% off, and got myself a Specialized Avatar for 10% off and fenders for my commuter for 10% off plus when I asked if I could borrow the tools to mount them so I didn't have to carry them home (was riding my commuter at the time) they mounted them for free.

The more I shop at my LBS the more I like shopping there. They do lack a good helmet selection though and typically I can get better deals on clothes form Performance but most of my purchases will be LBS for a good while.

my LBS is have a 2 for 1 deal on Continental tires.

Well it's an old story...but I have witnesses.

Koffee was in town to visit her brother and family, so we got together for a ride. Along a busy road, my wife said something about glass, and sure enough there goes my rear. We had it covered of course, especially with Koffee's CO2 pump, but we actually had a motorist pull over and ask if we needed anything.

Then a few of miles later after we've transitioned to MU trail, we're coming to an intersection and about to stop (as required by signage) and there's a county cop pulling up to the intersection. He actually backs up away from the marked crossing and waves us across in front of him.

And that's without even mentioning getting to meet Koffee and admire her climbing hills with that dinner plate sized chainring on that Bike Friday of hers!

Great to hear you got a response from Trek regarding the trailercycle. You should now enjoy miles of fun with your child. Big hint: Get him/her a small hydrationpack. Small hands will usually drop a water bottle, and the hydropack will keep you going instead of stopping to drink. Just remember where bathrooms are.

I ordered a new Independent Fabrication Crown Jewel through my LBS to replace my old one that was destroyed by a car. Shortly after I ordered it, I changed my mind about the color and I called IF and left a couple messages about it. They called my house and left the nicest message ever about the bike, said it was finished and looked beautiful (painted w/ the exact custom job I wanted). The guy who called also said they all hoped I was feeling better after the accident and asked me to send a picture of it after it was all built up.

It was so awesome to hear from them personally! I kept the message on my machine for a few weeks b/c I was so messed up emotionally about biking after getting hit so badly and the message made me feel better about getting back on the bike.

Oh, and I looooooove my bike.