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.

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

System setup

1. Download the in-store credit coupons using the Ascend Coupon Wizard. Article: Download coupons using the Coupon Wizard 
   Note: 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

Note: (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. Article: Run a custom query 
   Note: (optional) Export the results for future reference. Article: Export query data from Ascend 
2. If the bike is affected, create a work order for the replacement (see below).

Affected backorders

Note: (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. Article: Run a custom query 

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. Article: Using the Product Replacement Wizard (model rollover tool) 

(optional) Export the results for future reference. Article: Export query data from Ascend 

Affected special orders

Note: (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 sale item may be replaced. Article: Run a custom query 

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. Article: Using the Product Replacement Wizard (model rollover tool)

(optional) Export the results for future reference. Article: Export query data from Ascend 

Customer notification

Note: (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. Article: Run a custom query 
   Note: (optional) Export the results for future reference. Article: Export query data from Ascend 
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. Article: Process a customer’s repair (work order) 
   Note: 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. Article: Create, edit, and use coupons 

Note: 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

• Click here to access the new and updated recall queries directly on the Ascend Retailer Portal (login required).

Reporting

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

• To report on coupon redemptions, use the Payments > Coupon Use History report.
• To report on work performed, use the Customer or Product Query utility. Article: Create customer and product queries 

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