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Trek Warranty Policy

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Old 09-28-14, 01:41 PM
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MikesChevelle
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Trek Warranty Policy

I have a 2008 Genesis that developed a crack at the joint of the top/seat tube. I took it and the receipt to the local LBS and they processed a warranty claim, not to many days later they called and said trek offered either $250 store credit or to send me a new frame. I opted for the frame, then the guy mentioned that I would likely need a tapered conversion for the steer tube, and that the BB was different, but wasnt sure what Trek would send along with the frame.

Fast forward a week later and I go to pick up my frame, pull it out of the bag and notice there is a steer tube conversion kit, I think sweet, then the LBS guys says "that will be $120 please" I ask for what, "the conversion kit" he says. I then ask why having to pay for this was not communicated to me as well as let him know I will not be taking the kit. His response is that he can let me not take it if I pay $25 for shipping on the frame.

I am not going to name the LBS or really even go off on a tangent if this is all miscommunication between Trek, the LBS and myself, but is this standard Trek policy to not include the necessary parts if they cannot provide a frame the is compatible to what I originally purchased?

I will not argue that paying $120 and basically having a new bike isnt a decent deal, but I am very disappointed in who ever dropped the ball on communicating the warranty process to me.

Am I crazy?
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Old 09-28-14, 01:53 PM
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It should have been better communicated, but with bikes changing so often now, unless the bikes is a year or under, then chances are there will be parts which won't fit as standards / specs have changed.

Given you were advised that there were spec changes, guess you should have asked for clarification of what these were, and who was covering them cost wise, but that's always easier to know after the event.
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Old 09-28-14, 01:57 PM
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Stand your ground, you are not crazy.
I would now contact TREK about the LBS shinanigans and let them have an opportunity to make it right.
By contacting TREK directly you will carve communication issues with the lbs out...
Take note of who you speak to at TREK and how to contact that same rep (might be a direct number or an extention).
Good Luck!
and of course you should not pay for the conversion kit on the replacement frame or shipping... TREK is honoring their warranty, not doing you a favor...

and remember you are out the use of the bike while all this gets sorted out.... mention how long you have already been unable to ride to TREK ....

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Old 09-28-14, 02:21 PM
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I emailed Trek asking for clarification on their policy, if it is not their policy to include necessary parts, then I will continue the conversation with them, if it is, then i will ask my LBS why they are charging me. Either I guess its better than no bike at all.
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Old 09-28-14, 02:24 PM
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Originally Posted by jimc101 View Post
It should have been better communicated, but with bikes changing so often now, unless the bikes is a year or under, then chances are there will be parts which won't fit as standards / specs have changed.

Given you were advised that there were spec changes, guess you should have asked for clarification of what these were, and who was covering them cost wise, but that's always easier to know after the event.
I was told the BB and steer tube were different, but that he wasnt sure if Trek would send a new bike or just conversion parts due to the difference. Even if they were sending no parts at all, it was in no way indicative that I would be footing the bill.

While I guess I could have further sought clarification, they way I was communicated too left me no reason to think I should have had to.
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Old 09-28-14, 02:29 PM
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Im even fine without the parts as my local Co-Op should have what I need, or at least I can find some thing for less than $120 to convert the fork over, Im just irked on the communication and then being told I have to cover shipping because I dont want the kit they want to charge me for.

Im usually not the kind of person that complains all the way to the top until I get my way, I just want clarification on what should have happened, then i make a decision to continue or not, supporting the businesses involved.

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Old 09-28-14, 08:17 PM
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Good luck, personally I would call to start adn then memorialize in an email...
For me, too much gets loss in traslation with email...
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Old 09-28-14, 11:57 PM
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Originally Posted by MikesChevelle View Post
or at least I can find some thing for less than $120 to convert the fork over
If the new frame has ZS headset (almost all 2014 bikes do), CaneCreek as well as many others make an adaptor for the lower cup for this purpose.
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Old 09-29-14, 05:33 PM
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I received a response via email/phone from Trek today, they will cover technology changes with in two model years, so that does not cover my situation, which is fine.

What I did find interesting was when he told me the headset was $40 and the bottom taper adapter was $10, and that both should have been passed to me at 25% off, I guess I need to speak with my LBS as to how that turned into $120.......


If I just get the adapter, would that work with the headset I have on my 08 Genesis? If not I should be able to source a headset at my CoOp and just pick up the adapter????
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Old 09-29-14, 06:21 PM
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why not just swing by the coop first?
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Old 09-29-14, 06:41 PM
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Well there's that idea too, just disappointed in my experience with the LBS
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Old 09-29-14, 09:30 PM
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Originally Posted by MikesChevelle View Post
Well there's that idea too, just disappointed in my experience with the LBS
I don't blaim you, that's why I asked why not go by the coop first, perhaps they have everything you need.

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Old 09-29-14, 10:14 PM
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I will have to have a new conversation with Trek tomorrow, found out the frame they sent was the 2013 Rig, every review on it is terrible and calls out the drop outs dont hold the wheels in place causing wrecks. Not good, may be better to just get my 08 re-welded
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Old 10-01-14, 09:25 AM
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Would the re-weld be trustworthy or ???????
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Old 10-01-14, 12:57 PM
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Who knows, dont really have a desirable out come
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Old 10-01-14, 05:47 PM
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that [email protected]#$s
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Old 10-01-14, 07:41 PM
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That they were offering a new frame or a $250 credit should indicate how far their warranty goes. $250 would not cover a new bike so there should be no expectation a brand new bike was an option. As for parts not being compatible, it's sort of the double edged sword of progressing technology.

You should get the new headset and crown race converter for ~$50. There was clearly a miscommunication between you and the shop. Most of the time, manufacturers won't compensate the LBS for the time it takes to disassemble a frame and ship it back to headquarters. Your LBS should have made it clear if this is the case and that you'd be on the hook for the labour and shipping.

I also counsel you to take things this bananacake says with a grain of salt. He or she sounds overly litigious and more or less completely out to lunch on how the industry currently functions.
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Using a nicer sealed bearing headset vs a $10 set is like throwing a frisbee vs a dodgeball.
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Old 10-02-14, 10:31 AM
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Originally Posted by Grimlock View Post
That they were offering a new frame or a $250 credit should indicate how far their warranty goes. $250 would not cover a new bike so there should be no expectation a brand new bike was an option. As for parts not being compatible, it's sort of the double edged sword of progressing technology.

You should get the new headset and crown race converter for ~$50. There was clearly a miscommunication between you and the shop. Most of the time, manufacturers won't compensate the LBS for the time it takes to disassemble a frame and ship it back to headquarters. Your LBS should have made it clear if this is the case and that you'd be on the hook for the labour and shipping.

I also counsel you to take things this bananacake says with a grain of salt. He or she sounds overly litigious and more or less completely out to lunch on how the industry currently functions.
all the above points are correct

if standards change between model years
and your frame is replaced under warranty
the general practice is that the bicycles owner
pays to upgrade the necessary parts
like headsets seatposts front derailleurs etc

also
on a six year old bike
you would usually also be responsible for shipping of the damaged goods back to the manufacturer
as well as any labour the shop has done to disassemble and package your bike
although some manufacturers are good with just an email with photos of the failure
and so no or less shipping costs

as for the tapered headtube to ton tapered steerer adaptor
this:
Problem Solvers Head Tube to Headset Adapter 1.5" to 1-1/8"
is twenty eight bucks
i would like to see the diamond encrusted one the lbs was trying to sell you
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Old 10-03-14, 08:28 AM
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This situation is sad and points out the frame guarantee is almost worthless. In this case, taking the $250 and shopping for a frame on ebay would've been the way to go. That's sad. I purchased both my current, late model MTBs used at less than half list price, and this incident reinforces that such purchases may be wise depending on your needs. I'm sorry to hear about MikesChevelle problems but thank him for sharing.
Maybe we need to discuss this on this forum.
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Old 10-03-14, 09:07 AM
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Trek does not offer $250 cash on a warranty, only $250 credit against purchase of new bike.

Warranty frame replacement will be the closest they have on hand for the model of bike you are warrantying. OP may be out of luck, trying to argue for a different frame than the one already sent. Trek may not be able to provide what Trek does not have in stock... They are warranty obligated to provide a replacement frame, but not a specific frame, and they might certainly and rightfully balk at a different frame based on customer concern about online criticism. And if something does go wrong with the replacement frame, it is still covered by their lifetime frame warranty.

Shop is suspect with charges they have tacked on. True, Trek is under no obligation to provide a replacement frame where parts just swap over and it would be on the owner to upgrade regarding non-compatible parts--warranty does not cover parts obsolescence. But that is an outrageous sum for a tapered-to-non-tapered conversion kit, and the shipping charge for the warranty frame is covered by Trek, so that's just BS.

Also, even though you may have bought the bike at that shop, they are under no obligation to swap parts over for free since the manufacturer will not reimburse for warranty labor of this nature. Many shops will charge for the service; savvy shops may cover it gratis in hopes of keeping a customer happy or gaining a new one.
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Old 10-03-14, 09:27 AM
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Originally Posted by mconlonx View Post
Also, even though you may have bought the bike at that shop, they are under no obligation to swap parts over for free since the manufacturer will not reimburse for warranty labor of this nature. Many shops will charge for the service; savvy shops may cover it gratis in hopes of keeping a customer happy or gaining a new one.
most shops offer a service contract of some duration
with the purchase of a new bike
and I would expect there to be no labour charge
if a frame needs replacing within that period
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Old 10-04-14, 08:55 AM
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Just to be clear, I made it very clear to the LBS at the very beginning that I would do any labor required myself amd would bring them the old frame and assemble the new one. I imagine they are mad that they are not making money off of me via labor thus charging me more on the parts
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Old 10-04-14, 08:57 AM
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I am just incredibly nervous to even use the frame with the massive amount of issues I have read about
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Old 10-04-14, 05:00 PM
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Originally Posted by MikesChevelle View Post
I am just incredibly nervous to even use the frame with the massive amount of issues I have read about

everything i read
indicates that the problem can be solved by swapping to different bolts
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Old 10-05-14, 01:09 AM
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Could I ask you to link me to where you read that. I read everywhere that the rear wheel falls off due to the poor drop out design
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