Trek comes through in a big way; New bike revealed.
As regular readers of this blog know, my 2011 Trek Madone 5.9 road bike, which was purchased new in October 2012 from David’s World Cycle (an authorized Trek dealer), has experienced various bottom bracket-related issues.
Both Trek and David’s World Cycle have been extremely responsive to my concerns about these problems, and have worked diligently in an effort to resolve them. Even though I experienced some frustration that my new bike was not performing to the standards I expected, I also understand why Trek had to proceed through the standard flow of probable solutions. The important thing is that throughout this process I never once felt like I was being abandoned or blown off. In fact, as I often mentioned, I was extremely impressed with the personal care I received from Trek. Over the past few months I received several phone calls from no less than three different Trek representatives, and countless emails were exchanged. In fact, Trek was proactive in these communications, and frequently checked in with me just to see how things were going.
Although the oversized “V2” bearings seemed to correct the loose bearing/crank knocking issue, there was still an ongoing problem with water intrusion into the bearings and bottom bracket area. Trek contacted me a couple weeks ago and said they wanted to bring my bike (specifically, the frame) back to their headquarters Waterloo, Wisconsin so that their engineers could examine it. Trek could have handled this in this in one of several different ways…
They could have said, “You’re going to be without your bike for a few weeks.”
They could have said, “You’re going to be without your bike for a few weeks, but we’ll hook you up with a loaner bike of some sort.”
They could have said, “We want the frame back, so we’re going to replace your frame.”
They could have said, “We’re sorry about the problems, please return the bike to the shop and we’ll give you your money back.”
All but the first option would have been perfectly acceptable to me. What Trek actually did blew me away…
They sent me a brand-spanking new 2013 Trek Madone 5.9!
The 2013 Madone 5.9 retails for more than $5,000 and has countless upgrades and improvements over my 2011 Madone, including an incredible full Ultegra Di2 electronic drivetrain. I was pretty much speechless when my contact at Trek told me they were choosing to go this route. In fact, I’m still having a hard time believing it, and the bike is sitting right next to me as I type this. It’s an absolutely beautiful bike, and the electronic drivetrain is so impressive that I’m going to devote an entire blog to it.
four five Trek bikes I’ve owned, this is the only time I’ve ever experienced a major issue. While I certainly wish my Madone had been problem-free from the start, Trek’s customer service could not have been any more impressive. Now that I’ve experienced how Trek treats their customers when a problem occurs, my belief in their brand is stronger than ever.
I’d also like to mention the staff at David’s Word Cycle in Lake Mary. Every single person at that shop has been nothing less than friendly, helpful and professional throughout this process. I believe Steve did the build on my new bike, and it’s literally flawless. Every last detail is perfect. If you’re in the market for a great Trek bike, definitely check out David’s World in Lake Mary.
Work has been crazy this week. I’ve not even had time to ride my new bike, which is killing me. I also have not had a chance to photograph my bike properly, but I grabbed a couple of quick shots last night before the sun went down. Here’s one of those photos since I promised to show the bike today. I’ll do a proper shoot as soon as possible, no later than this weekend, and give lots of information on all of the bike’s features.
So here’s my 2013 Trek Madone with Di2 electronic shifting. As you can see, I’ve also added a beautiful pair of Zipp 404 Firecrest “Beyond Black” full carbon wheels and a Selle Italia Max Flite saddle. I’ll be replacing those Gatorskins with a pair of Vittoria Rubino Pro Slicks (in black) soon, along with a couple other upgrades. Click to enlarge.