Giant Warranty department suck or is it the LBS?

Bike Forum

[closed]

Giant Warranty department suck or is it the LBS?

41 posts & 26 voices | Started 1 year ago by Nezbo | Latest reply from thepodge

Tags:

No tags yet.

Pages: 12 Next »

Nezbo - Member

Ok something happened on a ride a couple of weeks back and I am not too sure how it was caused, I did slip on the ice and I was not going fast, but I went down and not particularly hard on the right hand side then got up and continued on my ride and never thought anything of it, but when I got home I noticed a big dent on the frame but it was on the opposite side of the frame and I could see no way that the left side of the frame could be damaged apart from my leg hitting it (I am sure that cant of damaged it) but anyway it’s happened and now I’m up the creak without a paddle.

The bike in question is a Giant Anthem X0 (09) and it cost me around £3500, I then contacted the (LBS) bike shop I got it from and asked them what can they do, I know a lot of companies have a crash replacement police of some type, even if it was getting a frame at half price (like Planet X) would have been nice. I contact the bike shop and it took nearly 3 weeks for the LBS to get in touch with giant. I got a telephone call from them today and they said they are not willing to do anything about it and it would cost me the price of a new full frame because I can’t just buy the front triangle and it would be a 2010 frame and the colours won’t match so the bike will look silly.

I have taken stuff back for warranty before (that was definitely a valid warrant claim) and they have said they can’t do anything about them ‘sorry’…

I was looking at replacing the bike mid next year and now I can’t trade it in with the damaged frame , I am going to contact giant myself and see what they can do, then I am going to try my house insurance, I am not too sure if anything can be done through the British cycling insurance? And what do I do if none of these options work?

I could:
1, Break the bike down for parts,
2, Get a cheap frame and build it up with all my bits and trade it in,
3, Some other options

I don’t feel the bike is safe to ride.

Posted 1 year ago #
TandemJeremy - Member

It is not a warranty claim if you crash the bike and dent it.

Posted 1 year ago #
Nezbo - Member

very helpful TJ - like i said a lot of company’s do a crash replacement warranty...

Posted 1 year ago #
leggyblonde - Member

TJ +1. If you crashed your car into a lamp post would you go crying to the dealer?

You might be lucky with household insurance, otherwise split it.

EDIT after OP's edit: Just because some bike company's have crash replacement policies (NOT warranties), doesn't mean they all have to.

Posted 1 year ago #
scaredypants - Member

(he is right, as I think you realise)

Maybe the LBS asked Giant whether it was warrantiable(?), rather than about crash replacement ? Are they a big Giant dealer ?

Posted 1 year ago #
Jamie - Member

You crashed. It sucks, but no-one should have to be held responsible for either a free or subsidised replacement.

Posted 1 year ago #
Nezbo - Member

scaredypants - it's not a massive shop but there claim to be a main dealer. But you do have a point about the crash replacement so i will put crash replacement policy instead warranty of in my email to them.

Posted 1 year ago #
scaredypants - Member

Well, if they're a big volume dealer they may have a good idea of Giant's polices anyway from past experience (and so have advised you correctly)

It'll do no harm to ask direct though, I suppose

Posted 1 year ago #
Nezbo - Member

this was posted to a post when it happend:

Dasha - Member

I had an xtc sl frameset that was £1350 that I mashed the seatstay up on during a race which they replaced for £200 under the crash replacement scheme.

Posted 1 year ago #
mrmo - Member

You crashed fine, but as i read the post you accepted that. The point about crash replacement, yes a lot of companies do as a good will gesture, there is nothing that says they have to. But it is good PR, even if they knock 20-30% off the list price for a new frame.

I know when i damaged my Top Fuel i did contact the bike shop who talked to Trek and yes they were willing to do something. I didn't take up the offer as most of the componentary was dead and because trek were a little late getting the '09 topfuels to market, so waited until march 2010 when they finally released the ;'09 bikes.

But it had to be done through the bike shop, not directly.

You need to find out if the bikeshop are brushing you off, whether they asked about warranty or whether they asked about warranty and also about crash replacement.

Posted 1 year ago #
davidtaylforth - Member

How big is the dent? Any pics?

Posted 1 year ago #
Nezbo - Member

Pic of dent:

Posted 1 year ago #
Wally - Member

Big!

Posted 1 year ago #
davidtaylforth - Member

Ouch, proper dent that.

Posted 1 year ago #
float - Member

you dont get a dent like that without knowing about it

Posted 1 year ago #
Nezbo - Member

float - that is exactly what i thought, but i am not lying about it that is why it's piddling me off so much. There is no point in lying about stuff like this on a forum, and lies make baby Jesus cry :’(

Posted 1 year ago #
Singlespeed_Shep - Member

I have to Agree with TJ that its your fault, And unless you have dealt with Giant direct you can't say they "suck".

Have you contacted Giant?

I've done a couple of Giants through their Crash replcement scheme. Usually very good and helpful.

When you say the colours won't match is that your components that don't match? Was the frame at full RRP?

Its very unlikely they'd have the exact frame in colour and size you have let alone just a front triangle, But they could come with an alternative as they did.

Posted 1 year ago #
scaredypants - Member

nezbo, I'd guess that your foot probably did it - unless it stayed clipped in ?

Posted 1 year ago #
Nezbo - Member

Singlespeed_Shep - so you are saying the LBS is fobbing me off? the LBS said i had to pay the full RRP for a 2010 frame.

Posted 1 year ago #
cullen-bay - Member

Giant for me have always been very good, but i do know that my LBS contacts them very quickly, sends the frame off within a day etc etc... it sounds to me like its your LBS being rubbish

Posted 1 year ago #
Nezbo - Member

scaredypants - i think i stayed clipped in on that foot (i think but can't be certain)

Posted 1 year ago #
Singlespeed_Shep - Member

nezbo give me a pm on jshepbkr@googlemail.com

I may be able to help you out.

Posted 1 year ago #
Nezbo - Member

If i was to split what the STW massive think i will get from these parts before it goes on the classifieds? All has been used. Just to get an idea if it all goes pear shaped…

FORK Roch Shox SID World Cup 100mm travel,
Motion Control lock out SHOCK Fox Float RP23 (2010 with boost valve)
HANDLEBAR RaceFace Next SL carbon composite
STEM RaceFace Deus XC
SEAT POST RaceFace Next SL carbon composite
SADDLE WTB Silverado Race FR, CroMo rails
PEDALS N/A SHIFTERS SRAM X.0 27 speed triggers
FRONT MECH Shimano XTR REAR MECH SRAM X.0
BRAKES Avid Juicy Ultimate, 160/140mm rotors
CASSETTE Shimano XTR 11-34 CHAIN Shimano HG73
CRANKS RaceFace Deus XC X-Type 44/32/22
BOTTOM BRACKET RaceFace X-Type
WHEELS Mavic Crossmax SL UST 26"

Posted 1 year ago #
Mister P - Member

These threads do make me chuckle. If you want something from a company try to be a little more subtle in your approach and don't give details such as a picture of the damage! The bike trade can be surprisingly small sometimes.

FWIW I would be surprised if Giant wouldn't do something for you, even if it is just a small discount of a new frame.

Posted 1 year ago #
scenetoomuch - Member

Just had a look at Giant's T&Cs, full sus frames are warrantied for 5 years from date of purchase and warranty doesn't cover normal wear and tear and is void if the bike is "modified from it's original condition". There's nothing about crash replacement, most companies will do crash replacement on carbon but not on ally.

Giant probably wouldn't honour the warranty claim but if you're a regular customer your LBS should maybe give you a bit of discount on a new frame. Top tube doesn't seem like a classic place for a frame failure IMHO...

Posted 1 year ago #
hora - Member

Firstly name and shame the shop.

Quick to take your money but slow to follow it up as no more money/worth their while it seems.

Also, change bikeshops. You spent ALOT of money.

Secondly, why shouldn't the manufacturer offer some sort of assistance? Positive assistance?

Hes not bought the bike used and had a big off.

Hes not asking for the world.

'The colours wouldn't match'. That is insultive as a reason.

For such an extreme failure - as a manufacturer/distributor I would really love to see that frame back to understand how it'd happen/indent so badly.

I think Giant are a good company, I just feel you've spoken to the wrong person there.

After all, you only ever see customer service when you encounter a problem.

Go higher up the chain. I personally wouldn't accept what you've been offered.

Posted 1 year ago #
cynic-al - Member

Which tube is the dent in? If it's the seatstay it may well be OK to ride, but obviously knocks a lot off the value. I'd ride it - next year's will look flasher but won't ride any better.

It's been argued previously on here that a dent qualifies as a "fault" and therefore you can return it under SOGA and the shop has to establish that there is no fault in the frame.

That of course is a complete crock (you know who you are!).

IMO you've damaged the bike and I don't see why Giant or your lbs should help you out - it is frustrating that tGiant won't supply the relevant part alone, but you can understand why not.

Posted 1 year ago #
hora - Member

Hang on.

Get the dent examined. Is there evidence within the paint of a strike/rock hit etc?

If not - could it have just failed under loading?

Posted 1 year ago #
aP - Member

Hora - you do come out with some good stuff - shouldn't you have suggested it was a JRA incident?

Posted 1 year ago #
wwaswas - Member

could it have just failed under loading?

It could but that doesn't mean that it's a valid warranty claim - an accident can 'overload' a frame without it being struck by anything (viz. riding headlong into a wall - leverage from forks cause frame to buckl).

To the OP - I think it's worth pursuing this via your LBS, direct with giant uk or singlespeed_shep and seeing what they'll do on crash replacement frame.

Posted 1 year ago #
Jerome - Member

Claim on house insurance ??

Posted 1 year ago #
PeterPoddy - Member

I have to Agree with TJ that its your fault, And unless you have dealt with Giant direct you can't say they "suck".

Have you contacted Giant?

Is it me or have most of the people replying here not actually read the OP?

Posted 1 year ago #
oldgit - Member

My friend had his NRS frame replaced FOC after stripping the bottom bracket threads. That was though purely down to the relationship between rider and LBS, and LBS and Giant.

Posted 1 year ago #
hora - Member

shouldn't you have suggested it was a JRA inciden

Earths gravity forced down the bike frame?

Posted 1 year ago #
SpokesCycles - Member

Giant are normally excellent at aftersales- genuinely excellent. It could be your LBS, especially if it took them 3 weeks to get in touch.

I'd suspect you'd get some kind of deal on a new frame if your LBS were nice.

Posted 1 year ago #

RSS feed for this topic

Pages: 12 Next »

Topic Closed

This topic has been closed to new replies.

Singletrack Mountain Bike Magazine

Bike Forum

Giant Warranty department suck or is it the LBS?

Topic Closed

Don't miss…

Singletrack

Website & Forums

Exits