So here is the end all.
Customer Service @ Trek Corporate told me, "Well, it seems here that you jumped from one Trek Store to another and now you want to go to another. It seems like they don't meet your requirements and you jump from one to the next. Maybe we should just say that we should end the relationship an d refund you your purchases".
OK, great, thank you.
However, as an analogy:
I go to Stop & Shop, I'm not happy with THAT particular located store, I go to the 'other' Stop & Shop, their produce is fresher, the stock seems to be better rotated, yada, yada, yada, so I "jump ship" from one to the other. That's wrong?
I go to the Whole Foods on XYZ Street in NYC. The fish is no longer fresh to MY needs or expectations and/or requirements. Do I continue to keep going there, buying products that and unsatisfactory or do I consider maybe choosing another Whole Foods that has more traffic and rotates their stock and has fresher seafood and produce.
WHY should it be any different when I use LBS #1 or LBS #2 that I as the consumer, the recipient of services and products, if not being satisfied with the level of service or comfort of knowing that my choice may not be the preferred level of confidence......I should do nothing?
Bottom line:
Accumulation of all e-mails with Trek/Stirling & Waterloo specific to Trek Allant+ 9.9S as of 7/16/2020
12/12/19-Take delivery of new Trek Allant+ 9.9S
12/21/19-Battery loose, flying, replaced
1/12/20-Continue to distress over thumb shifting issues (stiffness)
3/7/20-Inquire re: Sram AXS,
4/15/20- Motor (?) grinding noises
4/23/20, no follow-up
4/29/20, still not indication of resolve
4/30/20, parts installed (new motor), no resolve, hub replacement?
5/8/20, breakdown of parts and labor requested, not supplied, hub noises, request for take-off parts, OEM box, items, etc., receipts for all,
5/8/20-Warranty extension request nothing supplied except verbal
5/8/20, notified of overcharge for SRAM costs, resolved after proof
5/8/20-re-requested all relevant corrected paperwork, billing, breakdowns, work orders, etc., service report and breakdown of all charges as per all previous correspondence as well as replies to ALL of my inquires as previously requested, still nothing as of 7/13/20
5/17/20, still no reply
5/22/20-And, still wanting a complete history of all service performed, items replaced, etc., for my records, and always moving forward for all work., tires/white walls defective
5/24/20-smartphone hub question not answered
5/24/20, review, follow-up!
So, additionally, I’m attempting to do due diligence with my ongoing, multiple requests so that in the event that additional problems do continue or do occur, I would appreciate your providing me with my initial request (and subsequent multiple requests thereafter) for all previous work in a breakdown that is normally associated with any work order other than a credit card receipt with a line item and amount.
1 Battery locking mechanism adjustment issue resulting in damage with replacement resolution 12/21/19
2 Grinding noise, motor replacement 4/15/20
3 Grinding noise, hub replacement 4/24/20
4 Shifting mechanism, cable and housing replacement 1/11/20
5 Warranty extension, is there any? 5/8/20
6 Broken band to hold Lumos blinker (I have receipt, forthcoming in a separate e-mail) 5/8/20
7 Exact breakdowns on SRAM AXS cost, snafu, additional items, etc. 4/23/20, 5/8/20, 5/17/20
8 Issue with fake whitewall stripe peeling on both tires 5/24/20
9 Bosch Smartphone Hub charging issue 5/24/20
I had asked on May 8th for a complete breakdown and again on May 17th. I’ve not received anything and do understand that your shop is busy as well as under a lot of stress due to Corona/Covid. Nonetheless, it would be appreciated that my continued request for complete and specific documentation be fulfilled so that I have all and complete records with documentation for all items which have occurred since the delivery of my new TREK ALLANT+9.9S on December 12, 2019
5/28/20-requested new wheel to replace front bent rim (my damage/accident)
5/31/20-notify of accident and pending drop off of bike for estimate/repair
6/10/20-status-follow-up, no response, multiple calls
6/12/20, still not communication
6/23/20-still long-winded communication to get answers
7/1/20- informed all of Velosure coverage
7/9/20-ongoing communications failure with Trek/Stirling as per status
7/9/20-re-request for numbers/status
7/11/20- ongoing communication to get answers and solutions
7/12/20-notify to break apart estimate for insurance and considered upgrades
7/13/20-Another long-winded e-mail to get bottom line numbers and answers, ongoing miscommunications as to estimate, time, costs, etc.
7/16/20-Bought an Allant+7S just to have until Allant+ 9.9S was repaired, LBS "Bosch Certified Tech" LIED and said that the firmware was updated, which it was not
So to this day, a lot of those things have not been addressed or resolved, hence Trek Corporate saving face and refunding me all previous purchases.
MY opinion (as referenced in a lot of other previous postings):
The Allant is a LEMON.
LOTS of issues.
Regardless of their claim that they have 1,000's in the field, they are prone to problems and have issues.
Just comb these forums, look, read, see.
It's not only me, there are others too.
Look, a LOT of people buy a bike, and it's over, done deal.
The LBS NEVER sees them again, ever, unless they is a major issue that the owner of the bike has no ability to resolve on their own.
But for the most part, most purchases and (my opinion, 90%) are never, ever seen again.
And ME, the Royal Pain in the ASS who has higher levels of needs and expectations keeps going back to take care of issues that should not even be (maybe the Allant was released too early without enough in the field testing)????
So, the end all?
I would LOVE to keep my loyalty to Trek. However, being a fussy and particular consumer, I do not feel comfortable that any of the local Trek Stores in my area can meet my needs or requirements, hence the dilemma as to how to move to the next chapter.
