Fourteen years ago I wondered into the local bike shop, Zion Cyclery in Zion, Illinois, to purchase my first “shop built” bike. The owner of the shop, Don Daisy, showed me several entry level bikes, but he suggested that I get a Trek bike because it was well built and had a great warranty. Well, I took his advice and bought my first Trek bike, a 4300 Alpha Mountain Bike. A few years later I bought a Trek 1200 Road Bike, then a Gary Fisher Big Sur mountain bike (made by Trek). In 2007 I bought my first Carbon fiber road bike, a Trek Madone 5.2. When my youngest son came back from Iraq I bought him a new road bike to help him adjust to civilian life—a Trek bike, of course. Two years ago this month I dropped a major chunk of change on a Trek Domane 5.9 Carbon Fiber Endurance Race Bike. Due to family medical problems and two brutal winters this bike has only been on the road for a total of eleven months (but I was able to get over 6,800 miles on this bike alone during that time). Unfortunately, last week a faulty component damaged the frame and the local bike shop told me the frame was going to have to be replaced!
Replacing a bike frame is not something any cyclist looks forward to, but this experience has really caused me to appreciate how Trek takes care of their customers! The local bike shop shipped of my damaged frame to Trek for inspection on a Thursday and by the following Friday I had a new (and improved) bike frame. I’ve had friends who’ve had warranty repairs with other brands of bikes and their experience was not nearly as pleasant as mine (their replacement took several weeks to arrive).
The Trek Care Limited Warranty gives the original retail purchaser of nearly all Trek bikes a lifetime warranty on the frame. This warranty is against factory defects, not accidents or stupidity (misuse, abuse, or neglect). However, if you damage your bike frame by trying to do a somersault off the roof of your house (obviously not a factory defect), Trek has the Trek Care Loyalty Program that will help you replace a non-warranty damaged bike frame at a discount.
The damage to my bike frame was caused by the BB90 bottom bracket—either the ball bearings were faulty or the bottom bracket was incorrectly installed at the factory. Regardless of the original cause, the bottom bracket got chewed up and damaged my Carbon fiber frame. I am convinced that what happened to my bike frame was a fluke—I’ve searched a lot of bike forums trying to find someone else with the same problem and couldn’t find one. Technically, this problem is not covered under the warranty—the bike frame did not have a “factory defect.” Here is where having a good local bike shop pays off! Grant Mullen, mechanic extraordinaire at Zion Cyclery, spent a good deal of time on the phone with Trek pleading my case. While the frame damage was not due to a factory defect, it was caused by a factory installed part. I was on “pins and needles” waiting for Trek’s decision. Thankfully, Trek went above and beyond what most companies would be willing to do and sent me a new bike frame (and fork to match). Since my damaged frame was two years old Trek could not give me an exact replacement, so they graciously offered to send me a much more expensive frame at no charge—a 2015 Trek Domane 6.9 frame (a much more expensive fame).
I think it is very important to point out that your local bike shop does not make any money while they are on the phone talking to the factory rep about your bike. Any extra time on the phone is pulling profit out of their business—they do it to provide customer service, not to fatten their bottom line. This is one of the reasons that when I need a new bike I never shop around for a lower price—I always go directly to Zion Cyclery because I know that they take care of their customers after the sale (and that can’t be said about a lot of bike shops).
In my next article I will tell you more about the 2015 Trek Domane 6.9 and how I had it spec’d out.