The internet has helped in leading to accountability and this posting by the president of Trek shows it. I would have turned my former dealer in back in '94. I had a brand new 1200 Trek that had the bottom bracket come loose days before a Olympic distance triathlon. They wanted to schedule my repair for after the triathlon! I really had to get nasty in order to get them to take the 10 minutes to tighten the BB. No wonder that I no longer see (them) as a Trek dealer! Otherwise, I am a rabid fan with 4 Treks in my stable.