BSC TREK BIKE FAILURE

Dear Trek Support Team,

I hope this email finds you well. I am reaching out to seek your assistance with an issue concerning a bicycle I purchased through a local supplier, Bicycle Service Company (BSC), which stated they order directly from Trek USA.

The bicycle in question is the 2024 Trek Ticket S (Emerald Iris Frameset),I have attached the quotes that I have paid and the image of the bicycle and I have been experiencing recurring mechanical failures that seem unusual for a Trek product. Despite assurances from BSC and their efforts to resolve the issues, the problems persist, leaving me feeling unsettled and unsure about the quality and reliability of the bike.

Additionally, someone (who prefers to remain anonymous) mentioned that since this is a custom-made bicycle and has never been introduced in South Africa it’s possible that the frame and parts might have been a spare stored in a warehouse that had just been sitting there before being sent. While I’m not certain if this is true, I would like to get clarification from Trek on whether this is a possibility.

To give you further context, the bicycle had to go in for servicing only three weeks after I received it, and since then, I’ve encountered continuous issues as detailed previously. I requested a bicycle that could withstand my level of riding, particularly jumps and stunts, and BSC recommended this model as a custom-made order. Given the significant investment of approximately R116,000, the bicycle has not been able to meet the demands for which it was intended, leaving it unsuitable for its purpose.

To add, after I received service from BSC, I went to HELLSEND Stellebosch December 2024 and completed three jumps, after which the rocket completely broke. When BSC checked the bicycle, they claimed that grease was found in the bolts. However, this is puzzling because the bike was just serviced by them. They are now implying that it’s my responsibility to check their work, which I find unreasonable. If a professional service was conducted, it should have been thorough and reliable.

While I understand this issue may not directly involve Trek, I wanted to highlight the concerns from a customer perspective. Trek is known for its durability and quality. Given the research and reputation, this bicycle should be able to handle jumps like mine without encountering such significant issues.

Unfortunately, these repeated problems have left me frustrated, as they don't align with the standards or expectations I have for a bike of this caliber. I’m reaching out to seek clarification and support in addressing this situation.

Could you kindly provide guidance on the following:

1. Is it possible for a custom-made bicycle like this to have been assembled using a frame that was stored in a warehouse? 2. Does the situation described align with Trek’s standards for distribution, servicing, and warranty processes? 3. Could Trek assist in investigating whether this is a product defect or another underlying issue?

Your insight and assistance in this matter would mean a great deal to me, as I would like to resolve this issue fairly and ensure the product meets the expectations set by Trek’s reputation. If permitted, I can share your clarification with BSC to push for a more thorough investigation.

Thank you for your time, and I look forward to your response.

Kind regards, Trystan Steytler