Exploring three remarkable brands that shaped my journey so far: 1) Trek Bicycles

In our lives, we come across with brands that leave an indelible mark on us. They become an integral part of our stories, influencing our choices, experiences, and maybe can play a more connected role shaping parts of our lives and our careers.

In this series, I would like to share 3 examples of brands that I admire and for sure have played a significant role in my life, my career, the way I make choices, but also how I think and operate. Someone can argue that it's not the brands per se, but the people that work in these companies and make decisions. Nonetheless, being an insider for many many years, there is something around the unwritten rules that flows an organization, the culture, spirit and the purpose, that goes beyond (specific) people and individuals.

We will start with my favorite one, that "represents" and supports my wellbeing for almost two decades. The Trek Bikes!

Trek Bikes: A Promise of Lifetime Support.

The trigger point was a journey to Berlin at my late 20s. A perfect opportunity to a flat city, during autumn, with mild weather and distances somehow longer for walking and shorter for any public transportation - besides... you want to see the city, don't you? Why don't we rent a bike? was the idea. The roads are safe enough, the distances are ok - worth give it a try.

Long story, short - this first feeling after so many years, riding a bike again - reminded me something that I have buried deep in my emotions. The innocent, playful and joyful sense of a small kid, riding his bike and being free! It felt so good, that gave an instant promise to myself not to lose this feeling again, taking the action as soon I return to my home town, Athens!

Few weeks later, I was Feeling: Proud in Location: Athens, being owner of my first (in adulthood) aluminum city bike, that by coincidence was Trek. Nothing fancy, 2 wheels, more than enough gears and my daily transportation to work became my new ritual. Trek was "there" through my retailer, as I upgraded my city to a road bike - my ever first road bike, still aluminum, with expectations to upgrade on miles, experiences, routes, events, becoming part of the cycling community. You know how the story goes.

Took me almost 2 years to start thinking bike as an investment that will include more "technology", will reduce weight, look nicer (in bike terms more aggressive) and serve better my ever growing needs. Trekkie (up to now) by coincidence and convenience, but now things have changed. Investment over Purchase.

My research included all the big brands, looking designs, prices, colors, availability, frame terms and conditions. I will not lie - Trek was ticking all the boxes, US designs, beautiful colors, tones of (unnecessary to my cycling ambitions) innovation and a bold statement around lifetime warrantee. Didn't want anything else. I realized that it was that moment... Trek Madone would become my first carbon bike!

Things didn't really change over the years. I was enjoying cycling with a great set of "equipment" riding every piece of it. Literally! Until the moment that one piece "of it" remained in my hands instead the frame. Cold sweat and an immediate sense of panic hijacked my thoughts. For some reason, I didn't connect the warrantee with the damage, as I felt responsible for all the previous year's use (or misuse) sweating my asset and bring it to its limits (including some nasty falls as well).

Thankfully my retailer had different view. Have you tested the damage with Trek? No, how I am supposed to do that? Well, its easy... just take couple of pictures and send them over, I can do it for you! Didn't took more than 5 minutes to close the loop, sending the email and sharing my gratitude.

Hope finally is taking some ground back from despair!

After a week or so, news arrived - Trek was apologizing for the damage! Pictures delivered their objective and Trek recognized a frame defect taking full accountability, proposing to replace my damaged one with a newest from the same series collection. Wow!!! A new model - free of charge, with better designs, better colors and no questions asked. Ahh don't forget - Lifelong warrantee as well!

Needless to say that all this process, happened during a very stressful period of mine, as we were changing jobs, changing houses and changing countries so bike "issues" were not in the agenda. In all this mayhem, Trek was there, to take away all associated costs and frustrations off my shoulders, and after few weeks, the new bike delivered to my new home address, inaugurating the dawn of an era.

Who would change Trek after that?

I am certain though, that few other (cycling) companies are offering similar services and are providing equal emotional experiences to its customers (or maybe not). To my case, in a real-life scenario, during a shaky period, in a moment that mattered, Trek (and it's people) didn't spent any time to argue, investigate, inspect or delay.

They decided to trade lifetime warrantee with lifetime customer loyalty.