canasia.org

My Trek developed cracks between the top tube and head tube within a month of it's purchase. I showed it to the dealer and he ordered a replacement _frame_. When it arrived it was a cheaper _frame_ (different model) different color. I was told my _frame_ was unavailable and that this was the substitute. It was heavier, had cheaper dropouts and I was given a take it or leave it choice. I left it. I'm without a bike. I'm trying to contact Trek through email, they haven't responded despite the fact they claim 48 hour response. There is no phone number to call. Now I know somebody is going to write about how wonderful Trek is and how they gave them a replacement bike with a golden waterbottle cage because they felt so bad or some such nonsence. But I am a real person, with a real Trek, and this is a accurate account of a real experience, and my hope of getting a replacement _frame_ like the original looks kinda bleak. If you buy a Trek and something goes wrong I hope you have better luck than me. But I advise you to think about how you felt the last time you were shafted real bad and remember how that felt before you make a bike purchase from Trek.

Please reply with specifics if you truly want help with your situation. What was the _frame_ that failed, and what did they offer to replace it with? And what was the role of the dealer in all of this?  TREK does *not* replace _frame_s with something different without letting the dealer know ahead of time. At all times your first line of communication is through the dealer.  See if you can have your dealer contact their inside rep, and have that rep, or another customer service person, give you a call.  The dealer *can* do this, and TREK *will* call you. And if they don't...then I guess we'll hear from you again!