If you ever have a problem with your Trek

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.

Jb

Comments

[Mark Baker]

jb - great post. My family has 7 trek bikes and the last 4 have come from Trek West in Madison. I do get great service, and I can tell they do care. Last week on a ride from Cap Brewery one of the staff who was sagging stopped to help me fix a flat. He even insisted that I had a new Bontrager Tube to finish the job.

Service still matters, and will always matter.

- Mark Baker, a loyal Trek Fan.

[Anthony Felix Howd]

I have been the recipient of GREAT customer service at my local trek store!!! They have always gone out of their way from the 1st purchase to the picky adjustments to the ride of my dreams!!! Thank you TREK for being a BRAND that CARES!!!

[Guillermo Franco]

Sorry, but I don't speak english very well.
But THIS IS ONE OF THE MOST STRONGER ISSUES FROM TREK TO US, THE CLIENTS....!!!! In my country, this es a reality!!!!!
Good for TREK!!!!

[Brian Locke]

Talk about great service, my girlfriend's first road bike was a 1998 Trek 2120. It's bonding went bad at one of the tubes. We took it back to our Trek dealer and the factory upgraded the frame to something they just happened to have around, a new red, white & blue Postal frame full OCLV 5500! She rode that from 1998 to 2009, with a component upgrade in between, then she upgraded to a new 5.2 Madone. BTW I am on my 3rd OCLV bike now too. We still have that red, white and blue frame not sure what we are going to do with it. Thanks TREK for the great service.

[Martin]

Fair play. I am really impressed with your outstanding efforts to manage a great brand. My wife's new trek road bike is on order!

Martin Mckay

[Sue Heron]

A co-worker sent me to ABC in St. Pete, Fl (a TREK dealer)in 2002. I was 39 and had not been on a bike since I was 12. Rick and the gang set me up and I celebrated my 40th with a TREK Travel Trip to the Tour de France for the 100th Anniversary (I even made all of the climbs)! Since then the ABC team has helped me select 9 bikes (not all for me!) and I think they rock!

[Pedersencw]

The internet has helped in leading to accountability and this posting by the president of Trek shows it. I would have turned my former dealer in back in '94.
I had a brand new 1200 Trek that had the bottom bracket come loose days before a Olympic distance triathlon. They wanted to schedule my repair for after the triathlon! I really had to get nasty in order to get them to take the 10 minutes to tighten the BB. No wonder that I no longer see (them) as a Trek dealer! Otherwise, I am a rabid fan with 4 Treks in my stable.

[Mary]

I'm sorry that you went thru that experience with the airline...Thanks for not mentioning the name. There are always a few bad apples in the bunch (unfortunately for you on that particular day.) I've been in customer service (with an airline) for 24 years and I must say that most of us highly value our return customers. If it was'nt for you, we wouldn't have a paycheck. I hope that on your next flight that you have an outstanding experience. In the meantime, send a letter to the company and see what they can do for you. Happy Travels...Mary

[Chris Paxton]

I agree! Thanks JB for taking care of one customer at a time. Jason Shumacher is hands down the best Rep. I've ever worked with and took great care to see that I was satisfied throughout the replacement process. More companies would do well to follow Trek's exemplary customer service. Sincerely, Chris

[GG]

Jason S. is a true pro. He is fair & compassionate & is far & away the best customer service rep I have ever dealt with.