Friday, 29 August 2014

Trek - Incredible customer service!

I just wanted to update my earlier blog post about the crack in my 2007 Trek Madone carbon frame.

Just to re-cap: I discovered a tiny crack in the seat stay of my frame, remember that Trek offered a lifetime warranty on frames, contacted the shop I bought the bike from - Mike Vaughan Cycles, took the frame in, dug out the original receipt and was waiting on Trek's response.

That was just over a fortnight ago. Well, here's their response:

That's right, Trek have replaced my 2007 Trek Madone 5.2 frame with an unused 2013 Trek Madone 5.9 frame, worth £1,800!!!

That is, without a shadow of a doubt, the most amazing customer service I have ever experienced and, from what I've read, this is pretty standard practise for Trek. I have nothing but praise for the way that Trek and Mike Vaughan Cycles, in particular Ray, have dealt with this. Added to that, Mike Vaughan only charged me £24 to completely disassemble and reassemble the bike, which is incredible value.

So I just wanted to share a story about excellent service as people usually seem happier to moan about bad service.

It's an absolutely beautiful bike. I just need to make a few tweaks to the riding position, make sure everything's tightened and adjusted correctly and take it out for a test!

Update (August 31st, 2014):
Not that I've had the chance to go for a proper ride - 60 miles including Clee Hill in Shropshire - I'm happy to report that the bike is incredible. It's comfortable and yet it also feels far more stiff than the original frame in terms of getting power to the wheels. My only tiny caveat is that I think I will change the integrated brakes for Shimano's own aero 6810 versions, which I've read give a lot more confidence!

Monday, 4 August 2014

Trek Madone carbon frame crack...

I've had my Trek Madone since 2008 (although it's a 2007 model, I bought it in the end of season sale). It's a bike that, once it was properly set up, has been an old friend and has done many thousands of miles, without complaint.

Even if my head might be turned occasionally by younger models, this is a bike I want to keep for years to come.

But when I was cleaning the bike thoroughly before taking it on holiday to Wales last week, I noticed a tiny crack in the carbon frame on the drive side.

My first reaction was a despairing sigh...

My Madone dates from a time when the carbon stays were joined to aluminium dropouts, which does seem to offer problems as the two materials are likely to expand and contract at different rates.

Anyway, I took the bike away and had some fantastic rides around where we were staying, near to Aberdovey.

But I was getting worried that if I didn't do something about the frame it might fail spectacularly. Carbon frames can be fixed, but it's not cheap and the results aren't pretty.

But then a hazy memory surfaced: I seemed to remember one of the appeals of the bike when I bought it was that it came with a frame warranty. Sure enough, I went on the Trek web site and the it's true - Trek offer a lifetime warranty for the frame to the original owner!

Having returned from holiday, I've been in touch with the bike shop I bought it from Mike Vaughan Cycles in Kenilworth and they confirmed that the warranty would apply, subject to Trek signing off the frame and me proving that I was the original owner.

That's where I may have a problem. The bike shop don't have a record of the sale from 2008 and I've just moved house and all these kinds of vital paperwork are filed away in a huge pile of boxes. So it looks like I've got some searching to do...

Update (August 12th, 2014):
I've now found the original receipt and the bike frame has been taken in to Mike Vaughan Cycles, so fingers crossed!