Trek Rail - Carbon Frame Crash Damage

Another One

Active member
Feb 28, 2022
337
280
London / Wakefield
Just heard back from the bike shop (2 weeks after registering the claim). Trek have decided that my version of events couldn’t happen and that I actually crashed. They’ve offered 20% off frame parts. I asked to be able to deal with them directly but they won’t.
Sorry to hear that is the damage repairable of do you need new frame as well?
 

ColP

New Member
Aug 2, 2022
8
8
Wirral
I’m plotting the downfall of Trek as we speak!

I just messaged them on Instagram detailing everything including links to all the posts from people with the same problem and the YouTube video from the Yorkshire bike mechanic.

I’m abroad at the moment but next stage will be to stand outside their Cheshire shop showing every potential customer my bike :)
 

ColP

New Member
Aug 2, 2022
8
8
Wirral
Sorry to hear that is the damage repairable of do you need new frame as well?

Cheers. I don’t think so. It’s a complicated area.
I can’t believe how thin the carbon is there.
 

irie

E*POWAH Elite World Champion
Subscriber
May 2, 2022
2,592
2,639
Chichester, W.Sussex, UK
I suffered a minor disaster this weekend whilst riding up at my local trail centre in Hamsterley Forest. I manged to snag a branch whilst descending and it got pulled up into the derailleur and through the rear wheel. I stopped as quickly as I could but the damage was already done, half a dozen bent spokes, the chain twisted over on itself in two places and trapped behind the cassette (can't help thinking a dork disk would have prevented that!) and the derailleur half exploded and embedded into the carbon seat stay. The hanger did not give way, it rotated in the dropout, allowing the mech to come up over the cassette. Shit happens I suppose but the bike is still new and I'm super disappointed that I have manged to inflict this much damage on it so early into ownership.
...

I can't see how this self-confessed accident can be construed as a warranty claim. If Trek help you out you got lucky.
 

ColP

New Member
Aug 2, 2022
8
8
Wirral
I can't see how this self-confessed accident can be construed as a warranty claim. If Trek help you out you got lucky.

I didn’t crash, I didn’t actually see a twig in the chain/derailleur, I just assumed that.
A mech hanger is supposed to be a weak point on a bike and snap to prevent derailleur and frame damage.
The mech hanger has 20NM printed on it, this has subsequently been amended by Trek to 25NM, almost certainly because of this issue, this information has not been directly conveyed to customers.
The fact that they are aware of this issue but have chosen to accuse me of lying about the circumstances of it happening is quite frankly appalling.
 

Moe Ped

Well-known member
Apr 19, 2020
215
357
Perth Australia
I can't see how this self-confessed accident can be construed as a warranty claim. If Trek help you out you got lucky.

I didn’t crash, I didn’t actually see a twig in the chain/derailleur, I just assumed that.
A mech hanger is supposed to be a weak point on a bike and snap to prevent derailleur and frame damage.
The mech hanger has 20NM printed on it, this has subsequently been amended by Trek to 25NM, almost certainly because of this issue, this information has not been directly conveyed to customers.
The fact that they are aware of this issue but have chosen to accuse me of lying about the circumstances of it happening is quite frankly appalling.

‘This is the email for the president of Trek, he encourages people to contact him if they need help.

His name is John Burke

[email protected]
 
Last edited:

JP-NZ

E*POWAH Elite
Feb 17, 2022
1,200
914
Christchurch - New Zealand
Don't Trek have a lifetime warranty on frames even if they are damaged due to riding?

Doesn't cover accidents of course...

This is Trek's warranty exclusions:

This Warranty Does Not Cover
Normal wear and tear
Improper assembly
Corrosion
Improper maintenance
Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold
Damage or failure due to accident, misuse, abuse, or neglect
Labour charges for part replacement or changeover
Non-proprietary products (any other original part or component) covered by the original manufacturer’s warranty
Cosmetic scratches or non-structural blemishes on Bontrager carbon rims or wheels
 

InRustWeTrust

E*POWAH Master
Mar 9, 2020
524
758
Sweden
Sorry to hear that is the damage repairable of do you need new frame as well?

Cheers. I don’t think so. It’s a complicated area.
I can’t believe how thin the carbon is there.


my friend broke the chain stay on his 5 week old rise

orbea didn't take it under warranty either but offered him to buy a new chainstay where he got a 20% discount.

The funny think is that he didt ride it hard , he was riding gravel and fireroad to his work and it snapped.
 

dixie600mhz

Active member
Oct 13, 2020
174
159
Austin, Texas
My best friend bought a Trek Fuel EX in carbon last year. His frame cracked mid way along on the down tube a few months ago. Maybe caused due to a rock strike. He's never crashed so it is a freak failure.

Anyway, Trek refused to warranty. He shipped the frame away and it came back not covered. Now he's convinced about 100 guys in our Tuesday night ride group never to buy a Trek. This Rail is my first Trek but it will be my last Trek. When I see how they treat others I've seen enough to never consider them again. Be warned.
 

ilostmypassword

Active member
Apr 5, 2022
397
431
New Zealand
My best friend bought a Trek Fuel EX in carbon last year. His frame cracked mid way along on the down tube a few months ago. Maybe caused due to a rock strike. He's never crashed so it is a freak failure.

Anyway, Trek refused to warranty. He shipped the frame away and it came back not covered. Now he's convinced about 100 guys in our Tuesday night ride group never to buy a Trek. This Rail is my first Trek but it will be my last Trek. When I see how they treat others I've seen enough to never consider them again. Be warned.
I think all brands are the same money grabbing asshats TBH. I had similar experience with Giant.
 

irie

E*POWAH Elite World Champion
Subscriber
May 2, 2022
2,592
2,639
Chichester, W.Sussex, UK
My best friend bought a Trek Fuel EX in carbon last year. His frame cracked mid way along on the down tube a few months ago. Maybe caused due to a rock strike. He's never crashed so it is a freak failure.

Anyway, Trek refused to warranty. He shipped the frame away and it came back not covered. Now he's convinced about 100 guys in our Tuesday night ride group never to buy a Trek. This Rail is my first Trek but it will be my last Trek. When I see how they treat others I've seen enough to never consider them again. Be warned.

If it was a "rock strike" I'm not aware that they are covered by warranties, but I stand to be corrected. :)
Doesn't cover accidents of course...

This is Trek's warranty exclusions:

This Warranty Does Not Cover
Normal wear and tear
Improper assembly
Corrosion
Improper maintenance
Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold
Damage or failure due to accident, misuse, abuse, or neglect
Labour charges for part replacement or changeover
Non-proprietary products (any other original part or component) covered by the original manufacturer’s warranty
Cosmetic scratches or non-structural blemishes on Bontrager carbon rims or wheels
 

Another One

Active member
Feb 28, 2022
337
280
London / Wakefield
I think all brands are the same money grabbing asshats TBH. I had similar experience with Giant.
To be fair from reports Specialised seem to look after there riders I am starting to think now the premium for there products are worth it. If my bike had this kind of damage and refused warranty I would take it legal, these bikes are made to ride over rough stuff the response is just not acceptable
 

Zed

Active member
Feb 26, 2019
369
320
Brisbane, Australia
To be fair from reports Specialised seem to look after there riders I am starting to think now the premium for there products are worth it. If my bike had this kind of damage and refused warranty I would take it legal, these bikes are made to ride over rough stuff the response is just not acceptable
Yeah feeling better about my choice to splurge on a Levo as I'm reading these threads.
 
Apr 27, 2022
73
22
UK
I can't see how this self-confessed accident can be construed as a warranty claim. If Trek help you out you got lucky.
I tend to agree except that it is not unreasonable to expect the mech hanger to break as a weak link, not rotate 180 degrees and cause the derailleur to eat the frame. There are numerous instances of this type of failure documented on forums and I do think there is an issue. Others have lodged successful warranty claims for this kind of damage.
Anyway, the shop I bought the bike from were super helpful and are a large retailer of Trek bikes so I think they had a measure of influence. I got a decent crash replacement discount so I'm happy enough. I will definitely be purchasing bike insurance once the repair is complete though! I also still wonder if I should have gotten the Aluminium framed version.
 

slomtbr

Active member
Subscriber
May 14, 2021
130
99
US
I tend to agree except that it is not unreasonable to expect the mech hanger to break as a weak link, not rotate 180 degrees and cause the derailleur to eat the frame. There are numerous instances of this type of failure documented on forums and I do think there is an issue. Others have lodged successful warranty claims for this kind of damage.
Anyway, the shop I bought the bike from were super helpful and are a large retailer of Trek bikes so I think they had a measure of influence. I got a decent crash replacement discount so I'm happy enough. I will definitely be purchasing bike insurance once the repair is complete though! I also still wonder if I should have gotten the Aluminium framed version.
Going by the way my Rail was delivered to me, I wouldn't be at all surprised if your hanger was not torqued correctly.
 

Dave_B

E*POWAH Elite World Champion
Aug 29, 2020
1,467
1,593
Newquay
Someone on FB with the same issue.
9F82EEBD-5771-4DBE-A61A-49E2A3900C86.jpeg
 

ColP

New Member
Aug 2, 2022
8
8
Wirral
Yep. I’d say it’s a design issue. Clearly Trek are aware of it as they updated the manual to say 25NM.
I’m currently in discussions with the social media team about getting my warranty claim looked at again.
It would be good to compile a list of everyone who has had the same problem, name, date, circumstances, photos, warranty claim ref.
See if we can get Trek to take care of everyone.
 

slomtbr

Active member
Subscriber
May 14, 2021
130
99
US
Yep. I’d say it’s a design issue. Clearly Trek are aware of it as they updated the manual to say 25NM.
I’m currently in discussions with the social media team about getting my warranty claim looked at again.
It would be good to compile a list of everyone who has had the same problem, name, date, circumstances, photos, warranty claim ref.
See if we can get Trek to take care of everyone.
I'd include people who had to torque their hanger because it was loose upon delivery.
Me.
 
Apr 27, 2022
73
22
UK
Yep. I’d say it’s a design issue. Clearly Trek are aware of it as they updated the manual to say 25NM.
I’m currently in discussions with the social media team about getting my warranty claim looked at again.
It would be good to compile a list of everyone who has had the same problem, name, date, circumstances, photos, warranty claim ref.
See if we can get Trek to take care of everyone.
I'm up for that.
 

Mitch@Trek

Official Trek
TREK
Dec 30, 2020
44
111
Waterloo, WI
My best friend bought a Trek Fuel EX in carbon last year. His frame cracked mid way along on the down tube a few months ago. Maybe caused due to a rock strike. He's never crashed so it is a freak failure.

Anyway, Trek refused to warranty. He shipped the frame away and it came back not covered. Now he's convinced about 100 guys in our Tuesday night ride group never to buy a Trek. This Rail is my first Trek but it will be my last Trek. When I see how they treat others I've seen enough to never consider them again. Be warned.

Sorry to hear about the issue your friend had with his bike. We do our best to help all of our customers in a fair manner and always look at the damage from the information we are provided. However unfortunate a rock strike can be, it wouldn't be something we could cover since it isn't damaged from manufacturing, it is just unfortunate luck. We surely don't want anyone to be treated poorly either - but the decisions to deny or approve a claim come from the information we are presented with and we are always fair with anyone! If you or anyone ever have an issue, our phone lines are open, or you can DM me directly and I'd be happy to assist too.
 

Mitch@Trek

Official Trek
TREK
Dec 30, 2020
44
111
Waterloo, WI
I’m guessing that’s the same Mitch I’ve been talking to via Instagram, cheers

That's me! Glad we're connected over this one. We do evaluate all claims on a case-by-case basis. So claims may have different results if the information provided was different. If you said a stick caught the frame and the store acknowledged that, it would fall outside of warranty when it was reviewed - just to provide some clarification. But we'll certainly give your claim and any others a fair chance to be fully reviewed!
 

EMTB Forums

Since 2018

The World's largest electric mountain bike community.

555K
Messages
28,046
Members
Join Our Community

Latest articles


Top