Handling the 2022 handlebar recalls

Ascend makes it easy for you to quickly identify affected Trek inventory and customers who may be impacted. For full details on this recall, see the B2B articles. https://www.trekbikes.com/b2b/article/recall/aeolusbarstem/aug22/
 
Note: All reimbursement requests require a B2B warranty claim. Do not submit Ascend reports to Trek Customer Care.

System setup


1. Download the Labor Credit - 2022 Trek ASCE coupon for the work order (labor and parts) using the Ascend Coupon Wizard.
 
2. Download the Consumer Credit - 2022 Trek ASCE coupon for the customer to use at a future date on Trek and Bontrager products using the Ascend Coupon Wizard.
(multi-store retailers) Coupons automatically share between locations.

3. (QuickBooks® users) If you use the Trek invoice download service (TermSync), ensure you have an account assigned for both labor and consumer credits.

Note: There are two (2) coupons to download for this recall. 
1. Labor Credit - 2022 Trek ASCE – Used for the work order to replace the handlebar. DO NOT add any extra items to this transaction otherwise the coupon will discount those items as well.

2. Consumer Credit - 2022 Trek ASCE – $100 coupon given to customer to use later for Trek and Bontrager products.

Print labels to keep at all registers for employees to scan easily.

Physical coupons will not be provided by Trek. If you wish to create coupons, click the Label icon to copy the label and create your own. If you choose not to provide physical coupons to the customer, make your staff aware of who is eligible.

Recall work orders should only contain recall-necessary labor and parts. No other products should be added to the transaction to avoid discounting ineligible products/services.

Future transactions for customers returning to use their Consumer Credit - 2022 Trek ASCE coupon should only contain Trek or Bontrager products to avoid discounting ineligible products/services.

Affected inventory


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

1. Download and run the Trek Base Bar Recall NA - Inventory queries (log into the Retailer Portal at www.ascendrms.com), then remove the bike from the floor for inspection.
(optional) Export the results for future reference.

2. If the bike is affected, create a work order for the replacement (see below).

Affected backorders


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

Download and run the Trek Base Bar Recall NA - Orders queries (log into the Retailer Portal at www.ascendrms.com), then make note that this order item may be replaced.
Note: 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


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

Download and run the Trek Base Bar Recall NA - Layaways queries (log into the Retailer Portal at www.ascendrms.com), then make note that this sale item may be replaced.
Note: 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


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

1. Download and run the Trek Base Bar Recall NA - Customers queries (log into the Retailer Portal at www.ascendrms.com), then contact customers to bring in their bikes for inspection.
Note: (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. For the labor and parts, use the coupon called Labor Credit - 2022 Trek ASCE.
Notes: DO NOT add extra items to the transaction otherwise they WILL be included in the coupon’s discount.
If the bike is from your inventory, use the store’s customer record as a customer on the transaction for tracking.

2. Provide the customer with a recall coupon.

3. (optional) In the transaction Comments field, enter a confirmation that the customer was given the Consumer Credit - 2022 Trek ASCE coupon (e.g. Customer given $100 in-store credit coupon. Used the coupon called Consumer Credit - 2022 Trek ASCE).

4. Submit a warranty claim on Trek’s B2B site. Record the Claim Number in the Work Order Details Comments field.

5. Complete the work order as normal.

Coupon redemption


Redeem Consumer Credit - 2022 Trek ASCE coupons as normal.

Note: Coupons have no cash value and must be used in one purchase.

Queries

Reporting


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

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