Ha ha…. or after only one decent ride for a really really keen rider. Giant Cretins tm.
Yep, that was one weekends use for me for a charity ride in the autumn. Possibly a weeks worth during lockdown or height of summer.
Consumer rights override the wording of any warranty.
Goods should last a reasonable time in relation to the price paid - eg. A £2500 bike would be expected to outlast a £400 bike.
If you feel there was a manufacturing failure within a time frame that was within reasonable expectation for the goods you bought then you should still have a claim.
Just had confirmation from Giant that removal of parts, a shock or fork for service by, for example TF Tuned must be carried out by a Giant retailer, failure to do so invalidates your warranty.
WTAF - if every manufacturer was as ****y as that, there'd be no need whatsoever for the bike aftermarket to exist. If every single change you'd want done to your bike required an original manufacturer dealer to do it, the market for upgrades would vanish.
I usually buy my frames/bikes secondhand so warranty is less of a biggie with me, but that's Giant now firmly off my list regardless.
Now this is cunning, they are actually getting their customers to unknowingly void their warranties by doing servicing at home without being professional Giant mechanics. 🙂
Maintenance Evenings
At Giant Leamington we hold regular bike maintenance classes within the store. The courses are designed to give you the knowledge to maintain and run your bike. The content varies from trail/road side repairs, punctures and chain breaks to gears maintenance and brake set up.Course details will be advertised here or on our events page so stay tuned for more information.
If you feel there was a manufacturing failure within a time frame that was within reasonable expectation for the goods you bought then you should still have a claim.
My friends Anthem failed in a similar manner. I was there when it went and he really was just riding along. He got his sorted ok but pretty sure it was a common failure point on a certain era of frame.
Suppose you could put in a freedom of information request to ask how many other frames have failed in this way.
I don't read that warranty the way some (including the Giant dealer) are:
Bicycles serviced by a non Authorised Giant Dealer.
Improper maintenance, assembly or installation.
The first line is a heading, the second is the term of the warranty. So IF you have bike serviced by a non-Authorised Dealer, and it's done improperly, the damaged isn't covered.
Modifications from the original condition.
Damage caused by failing to follow the owner’s manual.
Damage or failure due to accident, neglect, abuse or abnormal and excessive misuse.
Improper alteration or installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold.
Similarly, the heading just says that the following text will describe how the warranty applies to modification. if you modify it badly, or use incompatible parts, it's excluded.
In the OPs position, I'd be going back to the dealer and saying they've misread it, and they would need to show that the damage was caused by stripping the bike down incorrectly - and since there's a photo of the damage before the bike was stripped, they can't do that.
…and maybe also pointing out that their interpretation is completely inconsistent with the way any serious person uses a bike, and if that what it means everybody on the forum you use will never buy a Giant bike (or anything from that dealer).
The first line is a heading, the second is the term of the warranty. So IF you have bike serviced by a non-Authorised Dealer, and it’s done improperly, the damaged isn’t covered.
That would be reasonable, but I think the bold sections are added by OP, and not headings.
P44 of the owners' handbook link I posted up there covers it.
They were to show the major get out of jail points
clubby
Suppose you could put in a freedom of information request to ask how many other frames have failed in this way.
I think the response will be along the lines of "jog on".
Giant aren't a public sector organisation.
I’ve bought 4 very expensive giants in my lifetime. I’ve always been a big fan of their bikes. As mentioned earlier they were no use whatsoever when I snapped one in a crash however I let that slide
Having read the last few pages however, I will never ever buy another on principle. I’d be on social media giving them a deserving kick in if I was the OP.
They know fine well that no one will ever buy a 5 k bike then not have the odd part swapped out or the bike maintained by a non Giant dealer. It’s false advertising to claim there is a warranty, simple as that
As I got called out elsewhere for obviously “conveniently leaving something out”
Ratner moment.....
That's outrageous. Giant really need to be ashamed of themselves for that. Definite permanent manufacturer shitlisting here, especially as other brands offer similarly priced bikes with a much better warranty.
Ratner moment…..
^This.
Yep. Very poor. One of the main reasons for buying a bike brand new is that you get a warranty. If that warranty is totally at the whim of the manufacturer and potentially voided by swapping the pedals or mending a puncture yourself then it's pretty worthless.
The moral of the story? Check with whoever your warranty is with before stripping your bike. Wanting to inspect the whole bike seems entirely reasonable to me. The OP’s seat post looks suitable and fitted correctly in the photo, that’s often not the case though. All of us that have worked in bike shops have seen undersized seatposts fitted to bikes (coke can shimmed or not), and those too short or damaged in ways that can result in frame failures over time. Used to be 27.0 or 26.8 posts in 27.2 tubes back in my shop days. Everything’s fatter, but the problems can be the same. Just because a frame has cracked does not automatically mean there was a frame defect. Checking the complete bike over before progressing a warranty replacement frame is the manufacturer’s prerogative, there could be history with Giant that makes them want to do these checks (perhaps… years of running with different diam seatposts to everyone else resulting in more aftermarket bodging of unsuitable posts… for example).
I’ve had better warranty experiences with Evil Bikes
It is a shocker. Also OP stripped the bike after it broke!
Might be a good article for the mag?
pretty sure the actual moral is, “don’t buy a ****ing Giant” 😂The moral of the story? <snip>
The moral of the story? Check with whoever your warranty is with before stripping your bike
Moral of the story for me is "assume that Giant will wriggle out of its warranty and make your buying decisions accordingly" (unless you're going to a dealer for every trivial bit of maintenance - and where does that stop; change a tube/tyre/brake pads/bleeding. Christ, what if I want to raise the saddle or, God forbid, clean the thing ? What is "working on a bike")
I've had two Giants. Doubtful that'll get to three
@wysiwyg that's really piss poor from Giant. Going straight on my 'never buying from them' list.
Also OP stripped the bike after it broke!
Removing possible information that might help determine why it broke.
So. Intrigued as to whether STW would consider approaching Giant to ask them for a statement on this.
That would be seriously impressive if they would.
Wanting to inspect the whole bike seems entirely reasonable to me.
Except the OP was told that they were sending only the frame for inspection.
Giant was on my list for next bike. Think it'll probably be removed after reading that email.
My 2018 Giant defy cracked around top of seat tube. Emailed pics to Rutland cycles whom I purchased from. They said no problem we need the bike back. As I’m handy with bike maintenance/stripping and building bikes I offered to strip it and send frame only. They said don’t bother they will send large box/packing etc for me to put complete bike in. Great it saved me stripping it down. Collected on a Monday had bike back Friday same week(all my bits on new frame) no quibbles. 🤷♂️
OP, can you ask for their full terms and conditions of sale? Not just the manual or the warranty terms, but their full TnCs?
I’d be looking VERY carefully into the wording and how explicitly they define “service” and “warranty” in the context of work completed on the bike.
I’ve had to use this approach on a recent occasion and managed to get them on the vagaries of their own conditions.
I think it would be hard for the magazine to get involved. Running stories about the progress of individual warranty claims could very quickly burn through all your advertisers.
Part of the problem is that most manufacturers don’t want a reputation for being “always being great with claims”. Santa Cruz et al would be the exception. But 4k for an aluminium hard tail with gx I’m sure they can afford to be generous
I've had 4 Giants, still got one. I don't think I'll be getting another one.
If anyone on this thread actually works at a Giant store, maybe you could forward this thread to your Giant Grand Poobah's and show them how much negative press they're getting for failing to do the right thing... these things stay on the Tinternets for some time as free consumer advice...
So only a Giant dealer is allowed to touch your bike with tools, that is beyond unreasonable, unrealistic and pathetic, it should be illegal to cop out of a valid warranty claim like that.
Does any other brand have disgusting unscrupulous terms like that I wonder.
Except the OP was told that they were sending only the frame for inspection.
The approved dealer would still see the full bike, and while stripping it note anything odd for the manufacturer.
Check with whoever your warranty is with before stripping your bike.
He attempted to check with the dealer by telling them this was what he intended to do. They should have replied telling him that anyone else touching it would mean it had 'no warranty', but they didn't respond.
I would say he has been more than diligent, and reasonable, in his approach to the situation.
Dealer could have said they need to look at the assembled bike if that's what they meant, rather than "it'll cost you for us to dismantle it"
So they're shit, in addition to Giant
I've worked in the trade for 20 years and I've never heard of a bike brand denying warranty on cracked frame based on the fact the customer stripped the frame down rather than the bike shop.
So hypothetically, if giant had received the bike back in one piece, how would they have known the op had not been running the seatpost above min insertion and not just pushed it back into the frame by a few cm’s before sending it on? Clearly giant will know that anyone capable of splitting a bike would most likely push the seatpost as far in as it’ll go on basis that A- It’ll fit easier in the box they send it in than if it had an extra 8 inches of seatpost showing and B-They’d (the op)know that a warranty would be rejected if it was clear that they had been running the post past the upper limit.
So clearly giant know fine well that the only way to establish the issue is to examine the bike, whether or not the bike has a post in when they received it or not
Definitely on my list of brands to ignore. I use a local mechanic for anything I can't be bothered to do myself (anything involving running cables because I can't be asked), and a full strip/rebuild every other year (again because I can't be asked/nor do I have the time). They're not an authorised anything dealer. They're a few guys who service bikes and sell tools, consumables, accessories, etc. But they're all qualified mechanics, do excellent work, and you can hire workbench time from them if you like to tinker, but don't have space (as well as hire their cleaning station) and even book time in with them to show you how to do things on your bike (from changing a tube to building your own bike). So if I had a giant, my warranty would be void...
This is a common place for Giant's to crack. Various models over the last 15 years or so involved. The first gen Anthem 29 was notorious for it around 2011-ish and needed a running change to the design. Top tube join wasn't much bigger than a cross section of jaffa cake.
In slight defence of Giant, many years ago, with a different username, I bought a second hand Trance frame on here from the classifieds. It turned out to be cracked in the same place. The seller must have sold it knowing this and vanished. I mentioned the cracked frame while browsing a new Giant store and the guy said he would speak to Giant. I didn't hold much hope, but to my disbelief a new frame was sent out. Their viewpoint then was that their product had failed so they would help even though it was second hand. Personnel change. Whoever is making decisions on warranty claims now is fastidiously upholding rules and looking for a get-out. Maybe the OP needs to find a way of speaking to Giant publicly or someone higher up.
Years later I had exactly the frame the OP has broken. It was bought as a frameset online from a dealer and I did all the building and servicing myself. Unsure how a warranty policy like that could be applied then. Wouldn't have bought it if I couldn't work on it myself.
I would ask to make an official complaint with Giant uk and state you will refer the case to the financial ombudsman, this usually works for me when company's are trying to rip people off
why financial ombudsman? I'd say this would be a trading standards matter, for unfair contracts. Definitely involve them.
Just to add that anyone who uses the phrase "Sorry this isn't the outcome you may have hoped for." is perfectly aware they're (bleep)ing you over.
Op- Id be posting that screen shot on all giant social media and every single giant owners group on fb
This feels like a Giant PR fail.
how would they have known the op had not been running the seatpost above min insertion and not just pushed it back into the frame by a few cm’s before sending it on?
there’d probably be a line worn on the post there it had been clamped.
Personnel change. Whoever is making decisions on warranty claims now is fastidiously upholding rules and looking for a get-out.
giant in taiwan can’t afford to pay their suppliers at the moment.
it is possible that a lot of the generous warrantee settlements across a lot of companies come to an end. at least until the oversupply situation settles down.
this is not to say that i think that the OP has been treated fairly. based on what’s been said here, he certainly hasn’t.
I had this with Trek. They will use any excuse to get out of warranty - even on a 10k+ bike.
frankly, its better to stick to small brands or direct. the most important thing is a small, independent shop who will go into bat for you
the branded trek/giant/specialized stores are just cash machines and don't offer a service.
I've changed the bars, rear mech (snapped it) and chain on my 6 month old giant e bike. Does that mean I've no warranty?
I'd not buy another anyway. Quality is poor.
They will use any excuse to get out of warranty – even on a 10k+ bike.
As you mentioned Specialised in your post, I 'll chip in and say that the shop I bought my quite expensive Enduro (£6K), identified and manged to get replaced a cracked carbon real wheel - almost certainly my fault; for free from Spesh.
I think the issue for me at least is that is the lottery nature of claiming from warranty. Some manufacturers will out of their way to help, SC, Specialized to name two that I've had really great help from, others seems to wiggle and squirm over the smallest issues.
Never bought a Giant, probably never will after this.
