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!


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