Trek Rail - Carbon Frame Crash Damage

[Another One]

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?

 

[Bummers]

Nice of them to call you a liar! I'd be fuming

 

[ColP]

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]

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]

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]

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.

 

[Zed]

The mech hanger has 20NM printed on it, this has subsequently been amended by Trek to 25NM,

If that's true, then that's pretty shocking form on Trek's part to not soak this up. I've never had this happen to a derailleur on any bike.

 

[Moe Ped]

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]

 

[ilostmypassword]

Don't Trek have a lifetime warranty on frames even if they are damaged due to riding?

 

[JP-NZ]

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]

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]

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]

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]

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]

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]

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.

 

[Nautical Biker]

Mine did exactly the same but Trek wouldn’t warranty it. The damage wasn’t as bad as your so I just rode it and it was fine.
Chainring ended up eating the chainstay anyway

How did that happen?!

 

[Nautical Biker]

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]

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.

 

[Bomble]

How did that happen?!

A stick got caught in the derailleur, it jammed and spun into the seat stay.
That’s what I told Trek but wonder if I had just said the derailleur snapped and spun, would they have warrantied it.

 

[Dave_B]

Someone on FB with the same issue.

 

[Nautical Biker]

I

Someone on FB with the same issue.
View attachment 95483

Seems like it is a common problem.

 

[ColP]

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]

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.

 

[Nautical Biker]

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.

 

[Another One]

Where's the Trek chap who was all over the site at around time of launch of the Exe?

 

[Dave_B]

@Mitch@Trek

 

[ColP]

I’m guessing that’s the same Mitch I’ve been talking to via Instagram, cheers

 

[Mitch@Trek]

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]

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!