Handling the 2019 Trek Kickster Recall

Ascend makes it easy for you to quickly locate inventory and customers who bought an affected bike. If a customer's bike is affected, submit a warranty claim and provide them with a coupon for use on Bontrager accessories.

For full details on this recall, see the Dexter article.

Sherpa tip: All reimbursement requests require a Dexter warranty claim. Do not submit Ascend reports to Trek Customer Care.

System setup

  1. Download the coupons using the Ascend Coupon Wizard.
    Sherpa tip: Print labels to keep at all registers for employees to scan easily. Trek is not sending physical coupons - if you wish to create your own coupons, click the Label icon to copy the label. (multi-store retailers) Coupons automatically share between locations.
  2. (optional) If you wish to report on repairs performed, configure the replacement tracking SKU.
    a. Download and import the Trek Warranty Tracking vendor spreadsheet (available on www.ascendrms.com) under vendor Trek Bicycle Corporation.
    Sherpa tip: (multi-store retailers) Products automatically share between locations.
    b. Configure the following attributes for the SKU:
    i. SKU = TREKWARRANTY
    ii. Do not upload label info = Checked
    c. (optional) Print labels to keep at all registers for employees to scan easily.
    d. When the MSRP Is Not Greater Than Cost prompt displays, click the Yes button.
  3. (QuickBooks® users) If you use the Trek invoice download service, ensure you have an account assigned for both labor and consumer credits.

Affected inventory

Sherpa tip: (multi-store retailers) This report must be run separately for each location.

  1. Download and run the Trek Kickster 2019 Recall: Affected Inventory query, then remove the bike from the floor for inspection.
    Sherpa tip: (optional) Export the results for future reference.
  2. If the bike is affected, create a work order for the replacement (see below).

Customer notification

Sherpa tip: (multi-store retailers) This report must be run separately for each location.

  1. Download and run the Trek Kickster 2019 Recall: Affected Customers query, then contact customers to bring in their bikes for inspection.
    Sherpa tip: (optional) Export the results for future reference.
  2. If a customer's bike is affected, create a work order for the replacement (see below).

Affected bike replacements

  1. Create a work order for the customer.
    Sherpa tip: If the bike is from your inventory, create the store as a customer.
  2. Scan or enter the Trek Warranty Labor Tracking SKU in the Work Order Details.
  3. Provide the customer with a recall coupon.
  4. (optional) In the transaction Comments field, enter a confirmation that the customer was given the coupon (e.g. Customer given $20 Bontrager coupon and $16 bell coupon for 2019 Trek Kickster Recall).
  5. Submit a warranty claim on Dexter. Record the Claim Number in the Work Order Details Comments field.
  6. Complete the work order as normal.

Coupon redemption

Redeem the coupon as normal.
Sherpa tip: Coupons have no cash value and must be used in one purchase. If the customer does not use the full value, do not return change in any form or issue a credit balance on the customer's account.

Reporting

Sherpa tip: Reimbursements/rebates are issued based on Dexter warranty claims. Do not submit Ascend reports to Trek Customer Care.

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