Can Working On Your Bike Void The Warranty?

by and 72

Estimated reading time: 20 minutes

We asked a selection of bike companies to comment on whether working on your bike could void the warranty.

A recent Forum thread raised the question of whether working on your bike might in fact void your warranty. It seems obvious – and quite reasonable – that if you ham-fistedly strip the thread on your bottom bracket shell or crush your head tube while hammering in a headset, then your warranty claim could be rejected. However, as many readers pointed out, working on your own bike, maintaining it and upgrading components can be part of the attraction. Not everyone wants to have to shlep back to their official dealer to have their fork serviced or rear mech replaced. In a world of mail order parts, bikes and servicing, it can be very convenient to tackle many jobs at home, with occasional input from a specialist (or YouTube). But would you do that if you knew that it might affect your warranty? And would you buy that bike in the first place?

Rather than trawl around various bike brands’ sites trying to figure out what permissions and exemptions exist in their warranty policy, we asked a selection of brands four questions:

  1. Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?
  2. Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?
  3. Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?
  4. Does your warranty apply to original owners only?

Here are the answers we received…

Bird

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

​Absolutely. We recognise that a bike is an assembly of components, and each has its own requirements, maintenance regime etc. To try and force a customer to behave as if the whole was a single unit to be maintained as such would just be frustrating for the customer, and serves no real purpose.

​Because most of our bikes are sold in boxes, we are also realistic about how easy it is for customers to return parts. We encourage our customers where they feel confident to fit new parts themselves, although we’d never ask them to service a part under warranty. We work with numerous shops around the country in order to assist in repairs/fitting new parts under warranty, and are open to our customers suggesting new ones for us to use if we don’t have something in their area. We’ll liaise directly with the local bike shop to delivery parts and pay for the work done, the customer just needs to drop the bike and collect when ready.

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

Repair is a tricky word to use, servicing is no problems, but repairs could mean many things. So for example if a customer ‘repairs’ a frame, then its warranty could be voided, but items like replacing bearings is a service item, so thats no going to invalidate your warranty. Likewise as removing and replacing axles is part of the service procedure, if you do this even without it being necessary, then your warranty remains intact.

​Clearly if you’ve set about re-welding your frame, or something similar, then your warranty will be voided. Likewise if in performing the service you damage something then its on you.

​We operate a common sense approach to what would be considered normal on the basis of what makes sense for each component, and what would be extraordinary. It’s served us well so far.


Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

Yes but not many, and again with a heavy dose of pragmatism. In most circumstances for example we’d expect to see a service receipt for suspension that develops and issue after the first year of ownership, or if not we’d expect to see a product thats been very lightly used. If you send us your ratty, 1000 hour used shock in month 23 because its got a knock, you’re not likely to get very far other than a bill for the service and any repairs! Aside from suspension we’ll take a view on the wear and tear of any part of the bike before making a decision, but there’s generally no requirement to produce documentation.​

Does your warranty apply to original owners only?

Parts warranty does, but our frame warranty is transferrable. We allow owners to transfer their lifetime frame warranty with the frame as long as its under 2 years old at the time of transfer. The new warranty holder gets the exact same frame warranty as the original purchaser.

Canyon

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

Yes a user can remove the shock and fork from their bike without voiding their warranty.

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

Yes a user customer can carry out repairs to their bikes without voiding their warranty. There are certain exclusions such as opening an e-bike drive unit or using unauthorised 3rd party applications with e-bikes. If the user damages a component or other part of the bike when carrying out a repair this is unlikely to be covered by the warranty. They should refer to the respective component manufacturers instructions and if unsure seek the assistance of a professional cycle mechanic.

Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

Users should check the owner’s manual for the bike or component in questions as some tasks may need to be carried out by an authorised dealer. Canyon details jobs we feel are best left to a professional in our owner’s manual. Generally speaking suspension components and e-bike drive units are best left to the professionals. Canyon does not have authorised dealers so if you have any questions the best thing to do is get in touch with our UK customer service team or one of our Authorised Service Partners who will be able to advise.

Does your warranty apply to original owners only?

The two year warranty on Canyon engineered components is transferrable. We also offer an additional guarantee in years 3 to 6 taking the overall period of coverage to 6 years, this is only offered to the original owner.

Cotic

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

No, removing parts for service doesn’t void the Cotic warranty, because it doesn’t specifically cover that. We pledge to supply a safe bike brand new, and explain to our customers how to assemble it safely out of the box, but we are very clear that after that point it’s the customers responsibility to keep on top of maintaining their bike. That said, as a direct example of something we do explicitly void the warranty for, we don’t permit repaints within the warranty. The process of removal of paint can structurally compromise a frame if not done carefully, so once the factory coating is removed, we have no idea what that frame is like structurally.

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

Depends on what you mean by repair. Repair suggests something is broken, and maybe broken by abuse or an unfortunate set of circumstances. Neither of those things are covered by warranty anyway (which is workmanship and material defects for us). If someone smashed their down tube by hitting a tree (this has happened) and had it replaced by a framebuilder, that’s been repaired. We positively encourage people to do this because it’s better for the environment and one of the great things about steel. However, if that customer then gets a crack somewhere else in the frame 3 years later, I don’t see that we can be held to our warranty over that, as we have no idea what stresses were put into the frame when it was first damaged, or what the framebuilder did to repair it. We would certainly look sympathetically on it and maybe offer some kind of a deal on a replacement frame, but it absolutely wouldn’t be covered by the warranty.

Certainly they can replace the bearings in a frame and not void the warranty, but that’s maintenance. Mostly our complete bike warranty is back-to-back with the components manufacturers, so whilst we facilitate fixing any issues with the warranty agent, once we have delivered a complete bike safely the only thing we are really full responsible for is the frame.

Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

The only thing I can think of on our current bikes would be a fork or shock damper service. Air can and lowers services can be done without affecting warranty, and are positively encouraged, but once you are getting into the guts of a shock or fork that needs to be done by us or an approved service agent.

Does your warranty apply to original owners only?

Our warranty on frames does to the letter of the law. However, we treat warranty claims case-by-case and always try to look after anyone in the Cotic family regardless of whether they bought from us or not.

Giant

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

Yes they can , however if they enquire we always recommend that the customer takes the bike to an authorised retailer for such work. 

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

We fully appreciate that some riders service and replace parts on their own bikes as well as get their bikes serviced and parts replaced by non-Giant retailers and in the majority of scenarios this is unlikely to affect any warranty. However If a situation does occur where an issue is directly attributed to the change being incorrectly completed then this can create problems.

Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

No there is nothing specific but we do recommend talking with your retailer to know and understand service intervals.

Does your warranty apply to original owners only?

No we have a second owner warranty that allows the original owner to sell on their bicycle with a 2 year warranty if their bicycle is registered with Giant .

We also operate a national warranty program where any Giant Authorised retailer will undertake the warranty so the rider is not stranded.

Merida

merida one-twenty rockshox

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

That is fine and doesn’t impact the warranty as long as the correct sizes and torque settings etc, are used.

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

Repairs are also ok to do yourself. That doesn’t impact the warranty, again as long as the correct sizes and torque settings etc, are used.

Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

We recommend regular service and maintenance to be undertaken by an authorised dealer, but we don’t make that a requirement. An exception could be the warranty on suspension parts where the manufacturer requires servicing after certain hours of riding.

Does your warranty apply to original owners only?

It does. Original owner only, original proof of purchase is needed.

Trek

Which is mud and which is paint?

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

Yes you can is the short answer for ‘servicing’ as in some cases the fork and shock will also be out for service at their respective manufacturers whilst the frame bearings are in the workshop for servicing.

For warranties, there would be considerations such as, is the bike fitted with over-extended forks and possibly a shock that does not comply with the bike’s intended use thereby invalidating the frame warranty.

Always best to have the entire bike in the shop – it’s easier for the assessment and workshop to move around etc.

In most cases, we would ask for an image of the bike as a whole as a minimum, especially if it was to come in for a warranty assessment.

In the original thread, the steps I would have taken would be;

A, Contact the Local Dealer to explain in full your next actions – confirm they are ok with this. If not escalate.

B, Contact the manufacturer explain what you will be doing and ask them to ok any actions by email CC’ing the store.

NOTE: When a bike is not serviced by an authorised dealer we historically have more issues, simply because if a technician does the same work on a specific manufacturers bike, goes on all the relevant pieces of training, and has access to all the diagrams, updates and service spare parts as well as the in-house customer care and global warranty teams it naturally builds up knowledge to undertake the jobs efficiently and without issue.

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

‘Repairs’ has a big scope so if phrased like this: Can a Trek Bikes owner undertake their own bike maintenance and not invalidate their warranty? The answer is Yes.

Caveat: Can they undertake work on a bike that is under warranty, fail and damage the bike and then ask for it to be covered by warranty – generally not, it’s unfair to those who have genuine claims but speak to us and we will get you back on a bike somehow.

The advice is to take it into LBS, they do this all day every day, and have the experience, tools and training. It will possibly cost you in some cases but it’s worth the peace of mind given what environments we ride our bikes in and, make that time for riding your bikes.

Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

Again that’s a big question, maintenance ‘yes’ – repair should be discussed – bikes generally have 300 components and with e-bikes, it’s also a battery and motor involved. But the obvious prevails do not take apart a motor, battery, shocks, bearings etc. Clean, Grease, Bleed, Lube, Torque and listen and look for any issues very regularly. Outside that pop it in to your Trek Workshop, yes it might cost but it will mean a better sounding bike, longer lasting and safe to ride.

A, Keep the receipt, proof of purchase is the golden ticket without it you are going to need a box of tissues.

B, If the bike is within 2 years of the original owner then always get it into an authorised LBS. Most of it is covered for manufacturing defects – we want to keep you happy on Trek Bikes.

C, Fame is covered for lifetime (receipt and original owner) – but it’s against manufacturing defects not massive hucks to flat.

D, So ‘Improper Assembly’ (usually bearings incorrectly inserted) or ‘Improper Maintenance’ (usually lack of servicing, cleaning and lubrication) will void a warranty.

Does your warranty apply to original owners only?

Nope! – we want Trek bikes to stay in use and so we have a subsequent owner (second or later) who is entitled to a 3-year warranty from the date of purchase from the retailer on the Trek frame and Trek fork. So keep the receipt save, check the date of purchase, take a picture or put it in a safe place – the usual.

We always ask that whatever happened is relayed, ownership is taken where necessary and we will do our utmost to help. We want to see people having fun on Trek bikes, and in the end, we are all riders ourselves, we understand you need your bike to ride and feel good.

Santa Cruz

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

Of Course! Our Service plan recommends having shocks serviced every 6-12 months depending on use and conditions

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

Sure thing! We actively encourage our riders to perform their own maintenance to keep their frames running at the optimum level. We recommend contacting one of our trusted dealers on some of our more technical services intervals however, this is not mandatory

Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

We encourage our riders to perform their own frame maintenance and offer a full range of online tech and service guides to assist our riders as well as making any specific tools available for purchase.

Does your warranty apply to original owners only?

Yes, our warranty applies to the original owner only. We provide lifetime warranty on frames and Reserve Wheels, we also offer lifetime bearing replacements.

Whyte

Can a user remove the shock and fork, send it for servicing, and re-fit it to their bike without voiding the warranty?

Yes this would be acceptable, obviously if the rider is not capable (or unsure how) to remove and re-fit, then it should be taken to a qualified mechanic.

Can a user carry out their own repairs without voiding the warranty? Are there any exclusions to this?

With frames there is very little “repairs needed”, there are certain things like bearing extraction/fitment we would rather this be carried out with correct tools (no hammers and blocks of wood 😊) or by a qualified mechanic as it is easy to get this wrong and damage a frame. Obviously if the frame is cracked etc, then we would not entertain a repair, so mates welding it up etc.

Are there any maintenance or repair tasks which you require to be carried out by an authorised dealer to maintain the warranty’s validity?

See Above.

Does your warranty apply to original owners only?

Yes that is correct, it’s for original owners only – but we always try to help people where we can. We do also offer a two-year warranty on Whyte Certified Refurbished bikes.

Conclusion

Despite what may or may not be actually written down in a warranty document, the actual implementation of warranties very much comes down to a judgement by a warranty/customer service staffer. It’s clear from talking to all these brands that without exception they fully appreciate that customers will do a great deal of the maintenance or repair work themselves. Some of these brands sell their own ranges of tools to customers for this very purpose.

There’s a note here on term usage. In conversation we tend to use the words ‘maintenance’ and ‘repair’ loosely and sometimes interchangeably. What is maintenance and what is repair? While it often makes no difference in day to day chat it does make a difference when it comes to warranty, where it does need to be more defined. Maintenance is something we do to keep our bikes rolling and in good condition and that is something it’s clear that brands expect us to do and as such there’s usually no impact on a warranty, unless you end up damaging something carelessly. Repair is something you do when something actually breaks, and in some instances that lands in the warranty camp and something that might require a dealer to sort out.

Your BB may ‘break’ and you may need to ‘repair’ it by replacing it with a new one, but this is much more likely to be a maintenance job since BBs are consumable parts ie. they wear out. That’s a job that is reasonably down to you as a customer to deal with. You wouldn’t claim on warranty for a worn out BB, unless it wore out way too quickly. Equally, you wouldn’t claim for a rear mech that broke after you smashed it into a rock, would you? These examples illustrate the point that the whole warranty issue depends on a good measure of common sense on all sides of the triangle between brand, dealer and customer. Generally though, performing maintenance on your bike is something you are reasonably expected to do without it affecting any warranty. So, taking your headset apart to change the bearings (and ergo, removing your fork in the process) is clearly maintenance and does not require you to take the bike to a dealer to have it carried out. Of course you can take it to a dealer if you don’t know how or indeed don’t want to do it yourself. If you don’t know how to do it, or don’t have the proper tools, and somehow manage to damage your bike in the process, that’s probably not going to be covered by warranty – although it doesn’t mean you’re without hope. Crash replacement schemes and customer services may offer routes to discounted replacements – if you stick with the brand, that’s good for them, right?

Warranty documents are a baseline designed to protect brands from vexatious claims. Many brands operate well above that baseline in a zone we shall simply call pragmatic customer service. It’s a grey area but all brands understand that if you get it wrong you could face a costly backlash when word gets out. So why have the warranty at all if it’s all down to discretion and good customer service? Well, we live in a litigious world and not all customers tell the full truth when explaining how their headtube detached from the frame. Brands need to have something written down that they can fall back on if or when they get a claim in which the warranty department thinks they aren’t getting the full story.

Sometimes lines have to be drawn when expectations become unrealistic. That does happen. Since a brand can never really know how a claim has come about they have to make assumptions based on what they can see themselves and their own experience – that’s the human element that you simply can’t remove from the system no matter how many lawyers you get to write your warranty document. It’s just impossible to cover every possible scenario in a document. There needs to be a starting point of trust and the key to making that work is really nailing the communication between customer and brand and a whole bunch of common sense on both sides.

And finally, since this feature was inspired by a warranty issue involving a Giant frame discussed in detail on our forum we have received this statement from Giant HQ in the UK.

“We are not able to discuss individual cases however we are reviewing the process that lead to this situation.”

So for now, the position Giant have laid out in their responses to our questions above is seemingly the definitive position.

If you’re a bike brand reading this and not on the list, email us your answers to the four questions and a link to your warranty policy, and we’ll add you in to the list!

While you’re here…


Singletrack Merch

Singletrack Lockdown 2020 Pizza Oven T-shirt – Unisex Organic. SMALL ONLY

Charlie says… A frequent topic of conversation in the Singletrack forum is the noble art of pizza making. I spent several years working as a pizza chef when I was…

Classifieds Property Ads

Houses for sale or for rent. Offices or even land for building pump tracks on. Your ad will be listed for 90 days. After that time you can relist.

Singletrack Recycled Dog Bowl

The new Singletrack Recycled Dog Bowl is a collapsible dog travel bowl and is a perfect addition to your dog gear. The wide and sturdy construction will prevent accidental spills while…

Author Profile Picture
Hannah Dobson

Managing Editor

I came to Singletrack having decided there must be more to life than meetings. I like all bikes, but especially unusual ones. More than bikes, I like what bikes do. I think that they link people and places; that cycling creates a connection between us and our environment; bikes create communities; deliver freedom; bring joy; and improve fitness. They're environmentally friendly and create friendly environments. I try to write about all these things in the hope that others might discover the joy of bikes too.

More posts from Hannah

Viewing 32 posts - 41 through 72 (of 72 total)
  • Can Working On Your Bike Void The Warranty?
  • jameso
    Full Member

    yes but a head honcho said the same thing IIRC

    I looked that up, I don’t think he said the same thing. I read it as they prefer it all to be dealt with via a Giant store and if that store does do all the work your claim is stronger. He’s not saying the guy’s bike there had an incorrectly applied change or not, or ‘take your bike to a Giant store for a new chain or your warranty is invalid’.

    There are B+W warranty points in writing (eg on modifications) and generally they’re written to the strictest application needed, warranty staff then apply experience and sense to resolve the issues around those terms. So there’s judgement needed and it’ll go wrong sometimes.

    kelvin
    Full Member

    generally they’re written to the strictest application needed, warranty staff then apply experience and sense to resolve the issues around those terms

    I tried making this very point in the original thread, but it got lost in the pile on.

    el_boufador
    Full Member

    Something like not attributing to malice that which can be attributed to misunderstanding.

    That’s called hanlon’s razor.

    Can understand how that applies, and I think most people would appreciate everyone can make mistakes including the warranty department.

    Whilst an initial mistake can be excused, the continued stupidity and inconsistency of the position giant is maintaining, I don’t think can be excused.

    jameso
    Full Member

    That’s called hanlon’s razor.

    Yeah, I misquoted it for the post as ‘stupidity’ or similar isn’t fair to the situation here. Heuristics and mental models are good things. A warranty policy might even benefit from including a few of them for the benefit of interpretation.

    Whilst an initial mistake can be excused, the continued stupidity and inconsistency of the position giant is maintaining, I don’t think can be excused.

    Doesn’t seem to be maintained to me? Mis-comms in error to begin with, clarified here. But I’m hesitant to have an opinion on this and contribute to dragging it on. I get that some don’t like how it reads to them.

    BTW I have no stake in or knowledge of Giant but I’ve experience of warranty from writing the clauses they way I think they should be to working through them with legal counsel, to dealing with fall-out in instances like this. You can’t write a foolproof warranty policy for a big company, it’s all too nuanced. Particularly because the bigger the company the more piss-take claims you probably get so the fall backs need to be tight.

    rollindoughnut
    Free Member

    Trek wouldn’t solve an issue with a re:activ shock on a brand new bike because they said it was up to Fox to deal with. Fox said it was Treks responsibility.

    Dolan refused to warranty a cx bike because ‘it had been used in mud’.

    I have no faith in any big companies full stop. They are professionals at wriggling out of what the rest of us would consider fair.

    fazzini
    Full Member

    So, after reading that with a glass of wine, not tea and biscuits, I have come to the following definitive conclusion:

    1. Bird & Santa Cruz top my list of future potential pedalling machines, not that I could ever afford either of them 😂
    2. Whyte – love the use of emoji and the statement “so mates welding it up” – at least they seem like humans
    3. Giant – never getting a penny off me and I no longer love the old-time Giant VT with the curved seat tube 🙁

    YMMV 🤷‍♂️

    weeksy
    Full Member

    Trek wouldn’t solve an issue with a re:activ shock on a brand new bike because they said it was up to Fox to deal with. Fox said it was Treks responsibility

    I sent mine to Fox service center, they fixed in 48 hours

    rollindoughnut
    Free Member

    I gave up trying after a year and bought another shock. This was in 2017 though so maybe they’re wonderful now.

    scaredypants
    Full Member

    I’m OK with “fall-back” T&C but if they’re as apparently explicit (and yet simultaneously poorly-phrased and vague) as Giant’s then potential customers should be very wary IMO.  No amount of “we’ll see you right” works as a follow-on from what the letter of the terms is, or wysi’s experience was

    chrismac
    Full Member

    Whilst I welcome the article it’s all a bit irrelevant. Under U.K. law your warranty is with the retailer you bought the product from and not the manufacturer. I am week e aware the retailer will want assurances from their suppliers so they don’t get left carrying the cost but that’s not what the law states

    To give you an example I had a problem with an 18 month old iMac. Took it into the apple shop to be sorted. They said they would warranty it because I had bought it from the refurb site which is legally in Ireland so it had a 2 year warranty. Has I bought it in the store I was stood in then it would be no can do as only a 1 year warranty with the shop

    jameso
    Full Member

    then potential customers should be very wary IMO.

    I don’t disagree. There are terms that read as more realistic like ‘no unsuitable modification parts’ but then you’re into what is or isn’t suitable etc, there’s always grey areas so a lot of it will come down to reputation and communication.

    Generally you’d expect the best from a small specialist brand who really knows their market and customers. Big brands who always act like small brands are great, it’s a hard thing to do.

    doomanic
    Full Member

    My experience with Trek warranty, all handled by the supplying LBS (Two Wheels in Stourbridge)

    1. Microfractures around spoke holes on rear wheel rim –  new wheel supplied.

    2. Trashed hub on rear wheel – new wheel set supplied as the replacement rear wouldn’t match the existing front. This was Trek’s idea, not a request/demand from me.

    3. Cracked lower shock mount on frame. – discovered on a Saturday morning, taken to shop that day who started themwarranty process on Monday. Trek responded to the warranty claim the next day with the offer of either a replacement frame or the RRP of the fame set off any new Trek.

    jameso
    Full Member

    Whilst I welcome the article it’s all a bit irrelevant. Under U.K. law your warranty is with the retailer you bought the product from and not the manufacturer.

    Your statutory rights are with the retailer eg the Consumer Rights Act, a manufacturer’s warranty is with the manufacturer. 2 different things but the manuf warranty must go beyond the basic statutory rights.

    benos
    Full Member

    Before it even gets to the tea/biscuits/popcorn point – thanks @Mark and @stwhannah for doing this. Fab.

    Agreed! Well done.

    julians
    Free Member

    Under U.K. law your warranty is with the retailer you bought the product from and not the manufacturer

    Don’t confuse statutory legal rights with the manufacturer’s warranty.

    Your statutory legal rights are with the vendor as you state, and your statutory legal rights include a warranty. but the warranty offered by manufacturers is usually over and above your statutory legal rights (and usually exceeds them) and is as per the t & c stated by the manufacturer in the warranty docs and rests with the manufacturer. It’s the manufacturer warranty that is being discussed here.

    el_boufador
    Full Member

    Doesn’t seem to be maintained to me?

    Apologies quite right – I stand corrected. I hadn’t seen on the other thread that Giant’ve caved.

    Still, it clearly should never have been dragged on so long in the first place with Giant so clearly in the wrong.

    I would still not be filled with confidence that either Giant’s customer service, warranty or escalation routes are functioning well.

    jamesoz
    Full Member

    1. Bird & Santa Cruz top my list of future potential pedalling machines, not that I could ever afford either of them 😂

    Bird are way less pricey than Santa Cruz. They’ve got around £1k off some full bikes at the mo.

    Home

    mert
    Free Member

    When a bike is not serviced by an authorised dealer we historically have more issues, simply because if a technician does the same work on a specific manufacturers bike, goes on all the relevant pieces of training, and has access to all the diagrams, updates and service spare parts as well as the in-house customer care and global warranty teams it naturally builds up knowledge to undertake the jobs efficiently and without issue.

    The irony is that almost every bike i’ve had through my hands that has come from, or been worked on by an “authorised dealer” has had significant errors on the build. In some cases even on their own proprietary parts.
    If i could be arsed, and if i needed the money, i could probably make a reasonable income sorting them out.

    But i can’t be arsed, so unless it’s a 2 minute job, they just go back to the “authorised dealer” to be “fixed” (again).

    jonnyboi
    Full Member

    This is excellent work, well done STW

    dyna-ti
    Full Member

    ……..currently adding insight into ‘bought new parts threads’ at every bike forum im on. Especially for Giant owners.

    walleater
    Full Member

    Sounds like Giant owe someone a frame.

    noeffsgiven
    Free Member

    Conclusion, Giant are a lying set of *****, we fully understand individual cases can’t be commented on but they weren’t pressed on the fact that simply stripping down the bike has led to a flat and abrupt warranty refusal at the first hurdle, contrary to their above statement, and can people stop questioning wysiwyg’s seatpost insertion, it’s obvious to anyone with average or above IQ what he meant, nobody is inserting their seatpost by only 2″, it’s clearly less than 2″ from full insertion.

    reeksy
    Full Member

    Great stuff. I always check warranty conditions before buying bikes.

    I did a survey too, to see how important warranties are.

    I surveyed myself and discovered that of the 11 mtb frames I’ve owned 4 of them have required warranty replacements. Two of them were barely ridden before being stolen so I’m going with a frame failure rate of 44%!

    Raleigh, Cotic and Kona all did the right thing with minimal hassle. Cotic went beyond.

    Xfusion also replaced a fork I bought from Cotic, even though I told them I’d serviced myself.

    Specialized on the other hand wouldn’t warranty a six month old seat that wore out, claiming it had “sun damage” when the fabric was clearly not fit for purpose.

    dyna-ti
    Full Member

    On the Emtb forum i got an answer over this from an American rider.

    He stated this sort of thing, Insisting work is done by them alone is illegal. I’ve added the quote to the other thread on this.

    Mugboo
    Full Member

    The really daft thing about this, is that as more and more people are choosing e-bikes, the warranty is becoming even more important.

    I believe that this is why Bird have backed out for the moment. Presumably, they don’t want to risk damaging their great reputation.

    footflaps
    Full Member

    Sounds like Giant owe someone a frame.

    They’ve offered words instead – like clapping, a cheap empty gesture…..

    mert
    Free Member

    The really daft thing about this, is that as more and more people are choosing e-bikes, the warranty is becoming even more important.

    Yeah, it really does make buying from a local retailer look increasingly sensible as well, even if they are (generally) useless.
    Waiting a couple of weeks/months for your local dealer to sort out a replacement controller or whatever is one thing, but having to ship your bike back to another country, or half way across this country. Or get them to deal with a manufacturer whose bikes they don’t even sell… Or, for you guys outside the EU, dealing with customs as well.

    Nah.

    mildred
    Full Member

    I know there’s been a few positives aimed at Whyte/ATB sales but I’d like to add mine;

    Whyte S150 – the Whyte branded freehub was a bit grouchy & rough. It hasn’t been used that much so I enquired whether it was covered under warranty. They replied that they would normally replace the whole freehub as the bearings can be a bit fiddly, but unfortunately they didn’t have any spares and didn’t have bearings either (it was just after final Covid lockdown). However, the fella also said that if I’m happy doing the work pressing bearings in & out then he’d be happy if I sourced my own bearings & fit them, so n order to keep me riding. He also said that if & when the freehubs came back into stock he’d send one out to me. I was very impressed with that – he seemed more interested in keeping me on the trail than whether I’d use a wood chisel to remove the bearings.

    Anyway, I sorted it with some eBay specials and carried on riding. About 4 months later when I’d forgot all about it a freehub arrived in the post.

    Absolutely brilliant customer service from Whyte UK 👍🏻👍🏻👍🏻

    -m-
    Free Member

    “We are not able to discuss individual cases however we are reviewing the process that lead [sic] to this situation.”

    So for now, the position Giant have laid out in their responses to our questions above is seemingly the definitive position.

    It’s not clear whether adding in this last line was a sop to Giant, or just a poorly thought-through way to try and round off the piece – but the last sentence is hugely dangerous. Nothing in this article is a “definitive statement”. The wording of their warranty is unchanged by any comments made by Giant for the benefit of this article. Their statement is that they’re reviewing the process, not the warranty itself. For the foreseeable future, Giant’s warrany has to be regarded as caveat emptor until they’ve demonstrated over the longer-term that they can be trusted to do the right thing in dealing with warranty claims.

    wimpsworth
    Full Member

    Can I give a mention to Orange bikes customer service and warranty process here.

    I found a crack in my Orange four frame, when replacing the pivot bearings. The frame was a year out of warranty but I contacted them anyway, hoping for a deal on a replacement frame. They instantly offered to replace the frame in a colour of my choice, or upgrade at a discount, no questions asked.

    Based on that level of service I always recommend them and I’m not sure I’ll ever buy anything else now…

    dmushrush
    Full Member

    Just being lazy but what is it about Specialized’s warranty?

    eddiebaby
    Free Member

    I’ve just seen this and love the fact that the leading photo is of a Sick! frame with their legendary approach to warranty issues.

Viewing 32 posts - 41 through 72 (of 72 total)

You must be logged in to reply to this topic.