TREK DELIVER ON CUSTOMER SERVICE

In most cases we only hear the bad stories from warranty claims. The good ones seem to get lost in the ‘ I expected it’ folder.

We received a damaged Madone frame that we thought was a fake as it was badly finished.
The bike was well out of warranty and the customer was having trouble with chips.
**Now I will say this in case we get swamped with requests – We do not act as a spring board to claims. If we see genuine issues on a frame we will support a claim.**

We contacted Trek warranty UK on behalf of this customer (he hasn’t said thank you yet…) and on review the frame was replaced in this case. I think that is pretty good don’t you? They could easily have said no so I thought we should give Trek the thumbs up. Let’s hope we get genuine customer service examples from other manufacturers! It does make the difference if we know they are listening…