Last week I flew home from a trip to Asia. Flight arrived in Detroit at 11 am, my flight home to Madison was at 2 pm. I check the board and there is an earlier flight. I am going to see if I can catch it. I get to the gate only to find out that it is full. No luck there so I wait around for the 2 pm flight. 2 pm comes and goes. Plane gets delayed till 3:30. Beautiful day outside, weather is good in Madison. I have my day lined up. Bike ride when I get back home, visit a Trek party in honor of two 30-year employees, and attend a cookout for a very good friend who has spent the year fighting breast cancer. Head to the gate for the 3:30 flight, it gets pushed back to 4:30. I ask, "Is there anything anyone can do for me? I need to make it back to Madison." I happen to have Diamond status, which is the highest frequent flyer level, but, it doesn’t seem to be getting me anywhere. To top that off, I am traveling with three other people from Trek who all have Diamond status. No one cares. Long story short; 2 cancelled flights, 6 delays, and I get into Madison at 11:30 pm. There are people dying of cancer who have real problems, so this isn't a tragedy, but...the tragedy to me is that no one cared.
I always have a way of bringing my story around at the end. So JB, what is the point of the story? The point of the story is this; if you ever have a problem with your Trek product, go see your local retailer. We have a great group of dedicated retailers and they will take care of you. You don't need Diamond status and every Trek customer is part of our Trek family.
If you don’t feel like you have been taken care of, get in touch with Trek customer service. They do a great job of taking care of people. If you don’t feel that you are being taken care of then, send me an e-mail. During the season I get 1-2 notes a week from customers who do not feel like they have had good service. I read every note that comes in and then I send it to Jason Shumacher, our customer service manager, who helps me solve the problem. Jason and I have a very high success rate in solving people's problems, and we care.