Handling the 2021 Bontrager Satellite pedal recall

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

For full details on this recall, see the B2B article.

Sherpa tip: All reimbursement requests require a B2B warranty claim. Do not submit Ascend reports to Trek Customer Care.

⚠️ On July 6, 2021, an additional set of affected models was released. Use the July new models queries to determine new affected items in your system.

System setup

  1. Download the in-store credit 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.
  3. (QuickBooks® users) If you use the Trek invoice download service (TermSync), 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 Bontrager Satellite Pedal 2021 Recall: Affected Inventory queries (log into www.ascendrms.com), 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).

Affected backorders

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

Download and run the Trek Bontrager Satellite Pedal 2021 Recall: Affected Orders queries (log into www.ascendrms.com), then make note that this order item may be replaced.

Sherpa tip: Affected order items may be replaced with a different model. Use the B2B Roll over SKU report and Ascend Product Replacement Wizard to adjust these order items if necessary. (optional) Export the results for future reference.

Affected special orders

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

Download and run the Trek Bontrager Satellite Pedal 2021 Recall: Affected Layaways queries (log into www.ascendrms.com), then make note that this s ale item may be replaced.

Sherpa tip: Affected order items may be replaced with a different model. Use the B2B Roll over SKU report and Ascend Product Replacement Wizard to adjust these order items if necessary. (optional) Export the results for future reference.

Customer notification

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

  1. Download and run the Trek Bontrager Satellite Pedal 2021 Recall: Affected Customers queries (log into www.ascendrms.com), 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. (optional) 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 in-store credit coupon (e.g. Customer given $20 coupon for 2021 Bontrager Satellite Pedal recall).
  5. Submit a warranty claim on Trek’s B2B site. Record the Claim Number in the Work Order Details Comments field.
  6. Complete the work order as normal.

Coupon redemption

Redeem in-store credit coupons 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.

Queries

Reporting

Sherpa tip: Reimbursements/rebates are issued based on B2B warranty claims. Do not submit Ascend reports to Trek Customer Care.

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