Trek / LBS great customer service

[evosticks]

Riding home from work last week this happened :




shortly after leaving work. Thankfully I was only doing ~10mph when the chain started skipping like a crazy thing, looked down and saw the drive side chainstay at a jaunty angle

Took the bike to my lbs (TriSports in Letchworth) the next day who confirmed it would be a new frame totally free thanks to Trek's lifetime frame warranty, I'd had the bike just under a couple of years and it's done about 4500 fairly tough miles in that time.

Got a call later on that morning to tell me that Trek no longer had any 2013 model frames so I'd be getting a brand new 2015 spec. 8.5 DS complete bike for free

Two days later another call from the shop to tell me it was all built and ready to go, picked it up on Friday and am back on the road again Also managed to keep many of the bits from the old bike so now have a spare set of wheels and another crankset.

I appreciate that two years is not long and had this happened at speed then it could have been a different matter but even so it's so refreshing to get a totally honest, transparent and quick service from both places - no hmmms and ahhhs and scratching of heads as to whether it would fall under the warranty, no prolonged examination of the frame before a decision was made and ultimately I've got a brand new, updated bike which is perfect outcome.

Edited by evosticks on Monday 15th September 14:01

[TheLemming]

Nice to hear, you only ever hear the stories where people screw up utterly.
Problems happen, it's how you deal with them that counts.

[ALawson]

I had the same service from Marin, 4 replacement frames over 6 years each one was the better model with new BB and Headsets. Worth paying full price for the bike and warranty, although at the time I thought £1200 was a lot to spend in 1996 for a MTB.

[Fluid]

Lets have a look at the new one then.

[J4CKO]

Which Trek is it, I have two Treks so am interested.

[evosticks]

Here it is and it's a Trek 8.5DS:



It's got a few changes from the older model e.g internal cable routing for gear cables, support for Bontrager's Duotrap cadence/speed sensor (which I've taken advantage of as it's a neat solution) and the rear 'Isozone' has been removed so now it's now a true hardtail.

It still comes with the 38c LT3 tyres which offer zero puncture resistance so I swapped those for H5 35c tyres the shop had in stock as they are a decent compromise for the type of riding I do and offer a fighting chance against a puncture, they give a much better feel on the loose stuff over the 32c Marathons I had on the old bike.

Component wise it's still the same 27 speed Deore / FSA / SLX combo as the older model but the shop fitted the Deore crank from my broken bike as it was only a couple of hundred miles old.

5 rides and in it's all good

[WinstonWolf]

Going skiing on that saddle this winter?