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  • Can Working On Your Bike Void The Warranty?
  • stwhannah
    Full Member

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

    By stwhannah

    Get the full story on our front page at:

    Can Working On Your Bike Void The Warranty?

    We need your support – Find out how you can help by clicking the link below.

    Onzadog
    Free Member

    Of course, you can void the warranty by not working on some parts.

    matt_outandabout
    Full Member

    Popcorn anyone?

    big_scot_nanny
    Full Member

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

    martinhutch
    Full Member

    All sounds very pragmatic from all the firms. But what Giant have said is completely at odds with what their warranty team said to WYSIWYG when dismissing his claim, so I would expect him to hear from them very shortly (surprised they have not contacted him already with an apology), otherwise they will be judged by their actions, not by whatever flim-flam they’ve sent to Hannah.

    grahamt1980
    Full Member

    Giant seem a little confused internally.
    Sounds like they need to figure out their line internally before coming out with anything further

    fossy
    Full Member

    I like how clear Bird are – Giant – hah !

    matt_outandabout
    Full Member

    And now having read the article: Thank you STW, this is helpful. I hope more bike brands would contribute.

    As ever, seems like rule No.1 applies on both sides by manufacturers and customers in the comments above.

    danposs86
    Full Member

    Giant cycles require bike forks are removed by a Giant retailer.

    Service must be done by a Giant retailer

    wysiwyg
    Free Member

    I have no idea what’s been said 🙁

    endoverend
    Full Member

    Should have asked them what ‘lifetime’ means to them.

    BruceWee
    Full Member

    Giant’s answer’s for this article has made me even more angry than ian@giant’s initial response.

    Two Giant bikes in my shed and I can confidently say there will be no more.

    thegeneralist
    Full Member

    We are not able to discuss individual cases however….

    Why do companies so often think it’s ok to hide behind this sort of bullshit?

    Individual cases [where they have singularly failed to cover hemselves in glory] are exactly what people want to hear about. We don’t want waffle, bullshit or flannel. We want to hear about concrete example of how they are actually operating in real life with their real customers.

    a11y
    Full Member

    Thank you STW for the work on this.

    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.

    ^ and that grey area is where Giant have effed up in @wysiwyg’s case which started all this off. Giant’s answers within the article clearly conflict with the reality of how they’ve applied their warranty approach here.

     

    zilog6128
    Full Member

    Individual cases [where they have singularly failed to cover hemselves in glory] are exactly what people want to hear about. We don’t want waffle, bullshit or flannel. We want to hear about concrete example of how they are actually operating in real life with their real customers.

    at least they’ve made the decision process for which bike to buy next a bit simpler 😂

    Olly
    Free Member

    Bikes must only be worked on by a Giant authorised retailer?
    Is this the same Giant as that which are going towards a direct sales model?

    Eejits.

    Seems a simple enough division to me.
    Your Giant handlebars have fallen off your giant stem attatched to your giant bike, because you too them off and didnt put them back on again properly. Fine, i can see your argument.

    My Giant frame has cracked at the weld.
    Theres limited things you can do with your hand tools to crack a frame. A clear warranty case.

    5lab
    Full Member

    Theres limited things you can do with your hand tools to crack a frame.

    well in this case you could have installed a seatpost without enough insertion. I’m not suggesting the OP did it, but it would be something you can do with hand tools that cracks the frame in exactly the same spot

    Mark
    Full Member

    Paywall dropped

    SirHC
    Full Member

    Ian at Giant had one too many sherry’s on Sunday afternoon.

    vinnyeh
    Full Member

    Thanks @stwhannah, @Mark. During the q and a process, did Giant get asked for an explanation of the logic which led to rejection of wysiwyg’s claim, and how that fitted in with their explanation of the warranty terms?

    It’s fine saying they’re going to review processes, but that’s pretty meaningless. Not trying to nitpick, but if your questions could have been a bit more pointed it might help. I guess most of us are still hoping this is resolved in wysiwyg’s favour- do you think that Giant is hoping that they’ve put the issue to bed now?

    flyingpotatoes
    Full Member

    Thanks to STW for doing this survey. Absolutely brilliant and us purchasers know where we stand with a few bike companies now.

    endoverend
    Full Member

    There’s also the question of why the Giant retailer was trying to charge the customer for investigating a warranty claim, which is why he disassembled in the first place. Scope for some follow-up questions here…

    winston
    Full Member

    Thanks for doing this. Useful info into how various companies view some of their customers.

    I guess a company like Bird or Santa Cruz probably puts a lot more thought into the warranty process as a much higher proportion of those companies customers are going to be thinking of it when purchasing, using it, chasing it up and ultimately talking about it to their cycling buddies. Companies like Giant and Trek sell a much wider range of bikes cost wise and I can’t imagine the average purchaser of a £450 hybrid (surely the bulk of their sales?) is ever going to worry about a warranty or need to use it…..

    tpbiker
    Free Member

    well in this case you could have installed a seatpost without enough insertion. I’m not suggesting the OP did it, but it would be something you can do with hand tools that cracks the frame in exactly the same spot

    Ok this is true. But let’s say I did that. I’d obviously then just push the seatpost back into the frame to the ‘legal’ limit and giant wouldn’t know any better would they?

    The only way giant can make an educated call on what has caused the issue is to inspect the frame. Something they aren’t offering to do in the aforementioned case.

    Also, it should be bloody obvious to giant that the min seat post height hasnt been exceeded because it’s a dropper post. The chap would need to have legs of giraffe length proportions!

    martinhutch
    Full Member

    I’d obviously then just push the seatpost back into the frame to the ‘legal’ limit and giant wouldn’t know any better would they?

    I think there would be a mark at the height you normally rode it at. Giant could have covered that inspection requirement by asking him to include the seatpost with the stripped down frame.

    desperatebicycle
    Free Member

    Ignoring Giant, damage has already been done to their reputation, but…

    I like how clear Bird are

    and Trek’s – we’ll get you back on a bike somehow… Great attitude 👍

    tpbiker
    Free Member

    Whilst I commend stw, unfortunately the response from giant clearly contradicts what has actually happened. As such, It’s as worthless as the warranty that comes with their bikes

    Blackflag
    Free Member

    I wish i was considering a Giant bike in the future so i could make a point of not buying it.

    But i wasn’t, utterly bland bikes, so this small hill is going to be an easy climb.

    multi21
    Free Member

    @stwhannah – I was one of those on the other thread asking if you/STW could ask the questions to Giant.

    Really didn’t expect a thorough article like this, so thank you very much.

    DrJ
    Full Member

    I’m not looking to buy a bike just now, but if I was I’d be considering a Bird based on their reply here. Of course in practice a) I don’t expect to need the warranty (knock on wood) and b) what happens in practice may be different from the warm words in their reply (just like Giant, in fact). Still, it’s nice to feel that you are buying from decent people.

    robertajobb
    Full Member

    It’s as though Giant have one set of (happy smiley) words for Journos, and another ,(gofheckyerself) set for actual customers !

    Hmmm…. I wonder why 🤔

     

    Agree with other posters About Bird – absolutely spot on. Canyon and Cotic too.

    BruceWee
    Full Member

    I’m not looking to buy a bike just now, but if I was I’d be considering a Bird based on their reply here.

    If I can’t chop the head tube off and weld it back on without voiding my warranty I’m out.

    jameso
    Full Member

    unfortunately the response from giant clearly contradicts what has actually happened. As such, It’s as worthless as the warranty that comes with their bikes

    Maybe there’s a new guy in the warranty dept who applied a fall-back rule literally. A warranty can have terms in clauses to be applied if needed and they might be written in a very B+W sense because it’s had a company lawyer sign it off. Rule #1 and common sense or customer relations would overrule those clauses normally.
    Yes they represent the company, but people make mistakes and to apply that one round of communication as gospel to every bike they ever sell might be a stretch? Something like not attributing to malice that which can be attributed to misunderstanding.

    tjagain
    Full Member

    yes but a head honcho said the same thing IIRC

    ayjaydoubleyou
    Full Member

    I’d be considering a Bird based on their reply here. Of course in practice a) I don’t expect to need the warranty (knock on wood) and b) what happens in practice may be different from the warm words in their reply

    I had a grand total of 6 hours, between the discovery of a crack, to riding my new rear triangle in the woods. Probably would have been faster if I didnt have a job getting in the way.

    docrobster
    Full Member

    This thread makes me smile for a few reasons…

    The power of STW

    The great journalism at the mag

    The fact I bought a bird last time I bought a bike frame

    I am wondering if GT were asked and whether they would cover @weeksy’s headtube issues though!

    crazy-legs
    Full Member

    I am wondering if GT were asked and whether they would cover @weeksy’s headtube issues though!

    From my time in bike shops, GT were one of the better ones – especially around their numerous LTS failures.

    Since it was supposed to be the full sus of the decade, they kind of kept quiet about the back end snapping and just replaced them, no fuss.

    weeksy
    Full Member

    Lol 2nd owner at least, plus they don’t warranty DH bikes in same way. I’m cool with it

    nedrapier
    Full Member

    Companies looking at this (eg Giant, Norco) should review their warranty wordings compared to Specialized’s. I bought a Norco last year and went to check the warranty wording vs a few others after reading the wysiwyg’s thread.

    Fair enough to exclude damage caused by improper maintenance or fitting of incompatible parts – if you want to do that, say that, a la Spesh. If you want to make it clear who pays for labour, shipping, do that too.

    Edit: @jameso calls this “serviced by authorised dealers only” language “fall back” language, but it’s worse than useless – it’s in conflict with standard practice, your distribution model, the instructions in your user guide, the tools you sell and the pictures on the your warranty page depicting your customers using them. A s soon one of your dealers or warranty managers relies on the words to repudiate a claim, it’s shown up to be laughable, and you’re forced back by media pressure or lawyers’ letters to a more reasonable position – and possibly into a corner of replacing something you could might have been able to deny due to improper maintenance or something.

    Eventually though, wording or not, your warranty response will be known, and form part of your offering.

    stevedoc
    Free Member

    A nice screen grab from the SC part .. and will be kept for the next round of emails with Jungle !

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