Trek and Bontrager warranty - Amazing

[Blokeonabike]

Hi Hubbers!

 

If any of you are currently trying to decide on a new bike to buy or are even looking at buying carbon wheels.I believe this will make the decision a bit easier.

 

During one of my recent rides at Paul Cluver my front wheel punctured resulting in me discovering that the sealant in my tyres had dried up. I put a tube into the wheel to get me home, but during a quite steep single track climb the tube punctured again, resulting in a wheel that was slowly deflating.

 

I decided to ride to the top of the hill as the tyre still had some air in it and that I would put minimum pressure on the front end of the bike - steep climb and I was sitting to the rear end of my saddle.It was about 200m on a quite smooth trail.

 

 

Anyways, with my wheel being completely pap I decided to use the opportunity to inspect my carbon rims(Bontrager Kovee elite 23)

 

Apon inspection I discovered a crack in the rim resulting in slight delamination between 2 layer of the carbon.

 

I was really devistad , I tried to tell myself that it was okay because the wheel was still true and all, but honestly it sucked!

 

This lead me to discover the wonders of the Trek warranty program!In short, If you have the original proof of purchase, Trek will repair or replace your wheel if you seem to have damaged in within the FIRST TWO YEARS of ownership.I know right? Two full years on carbon components??

 

I tested the system and within 3 days Trek sent me not only a brand new rim, but they sent me the 2019 version and upgraded me to the next model -Kovee elite 30 . NO QUESTIONS ASKED!

 

I was, and still am really impressed with the confidence of the Trek warranty system and also in the way that they stick to their words. It could have been easy to say that I should have pushed the bike instead of ride it or that they can't help be because I rebuild the rim onto other hubs, but no.

 

That's what I call customer service!

 

Thanks Trek!

Edited January 12, 2019 by wianSmith

[Mamil]

I've had similar experience with bontrager / trek. Outstanding

[Fitbull]

Sadly I disagree! I had a Trek Superfly and the frame broke. Rear chainstay to be exact. First time, well yes was over the moon because they replaced the frame for me. Well Guess what same thing happened again and same place and within a year of getting the replacement frame.

 

This time because I no longer had the purchase receipt and even though they had done a warranty for me previously they refused to warranty even saying it must be the way I ride. But it appears to be a fairly common problem if you just googled a bit....

 

Wouldnt even do a crash replacement at a decent price.

 

So no I am not so over the moon with Trek/Bontrager warranty. And this is coming from someone who up until that point only purchased Trek bikes. Needless to say that was the last Trek I bought or will ever buy again! 

[Titleist]

Sadly I disagree! I had a Trek Superfly and the frame broke. Rear chainstay to be exact. First time, well yes was over the moon because they replaced the frame for me. Well Guess what same thing happened again and same place and within a year of getting the replacement frame.

 

This time because I no longer had the purchase receipt and even though they had done a warranty for me previously they refused to warranty even saying it must be the way I ride. But it appears to be a fairly common problem if you just googled a bit....

 

Wouldnt even do a crash replacement at a decent price.

 

So no I am not so over the moon with Trek/Bontrager warranty. And this is coming from someone who up until that point only purchased Trek bikes. Needless to say that was the last Trek I bought or will ever buy again! 

But their T’c and C’s require a receipt. If you can’t show one, how can they be guilty?

[Eugene]

But their T’c and C’s require a receipt. If you can’t show one, how can they be guilty?

Technically you are right, but his argument is that they previously did a warranty claim, meaning they already have his proof of purchase on record and it was the warranty frame that cracked, meaning they would have had this on record too.