Warranty denied as I stripped the bike down?

I gather some of you are also on Pinkbike

https://m.pinkbike.com/news/livs-intrigue-lt-is-their-most-aggressive-bike-yet.html

The quote from the warranty was;

Bicycles serviced by a non Authorised Giant Dealer.

I can only assume that there are Authorised Giant Dealers and other Giant Dealers that are not Authorised. you wouldn’t fall into the excluded category so you would be fine.

Wonder if this is Giant’s Ratner moment.

Without Ian Giant would be GT.

I once went to see a band. The keyboard player, his name was Ian, played a Roland piano. He stuck gaffer tape over the Ro and the d facing the audience 😃

*gets big tea mug out for the morning*

I expect this will pose more questions than it answers.

What I’m wondering is whether Brant monitors trouser fora looking for PR opportunities?

I monitor everything all of the time.

I monitor everything all of the time.

Ah, you take a belt and braces approach.

I monitor everything all of the time.

From the HebTroCo lair HQ.

Surely more like –

Naah – HebTroCo crack surveillance team at work…

@wysiwyg    So what’s he status of this now?  Is everything finished… ie. the warranty claim rejected and no other developments expected or planned?

I monitor everything all of the time.

I once had a manger who liked to micro manage . Not nice

“We have statements from Giant and a long list of other brands too. Check back in the morning”

59 minutes to go……my coffee has already gone cold

Just getting last minute info from various people. Won’t be long. Turns out getting lots of the bike industry to all answer questions at the same time is harder that you’d think 🙂

…especially considering all the ramifications for their ‘policies’, and possibilities for a sizeable can of worms regarding past similar denials.

Well we know what giant’s position is…

Well we know what giant’s position is…

I’m not sure even they do.

Ah, you take a belt and braces approach

👏

Just getting last minute info from various people. Won’t be long. Turns out getting lots of the bike industry to all answer questions at the same time is harder that you’d think

Responses from bike industry:

That’s not the reply from the bike industry, they would have eaten the green and red crayons at the very least

EDIT: ha, new thread just appeared, good work STW 👍
EDIT EDIT: giant’s reply does them no favours 🤔 😂

So, wait, Giant says they can, but they also can’t? I’m really confused now.

So what was Giant’s formal statement?

Ah, you take a belt and braces approach.

This did not get enough credit.

So what was Giant’s formal statement?

Reading the article, it was a bit if a nothing statement, that is/was contradicted by the emails the OP got from Giant UK.

Didn’t actually clear up anything IMHO.

Been following this with interest having worked for a brand that has a less than flawless warranty reputation, a shop that was an exemplar of “the customer’s always right” even when they blatantly weren’t and many years ago had a very good experience with the company currently being flamed,I find squirrelling the means by which one can compare the industry response behind the members only pay wall a bit of a dick move. It seems to be the way of things these days, from political misdemeanours to clickbait headlines, you have to work hard to find the truth.

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.

Compare and contrast with the texts from Giant to OP. They are talking about ‘reviewing the processes which led to this situation’, and hopefully that word salad actually means they are going to sort it for him.

Crikey! A bit of humility could have gone a long way here instead I think the situation for Giant is even worse and we’re all even more as confused!

I’ve taken the liberty of drafting a response that may help…

Sorry we cocked up.
Here’s a new frame.
We’re reviewing our policies and making sure everyone knows what they are so we don’t cock up again.
Sorry again.

Loads of Love

Giant

I’ve taken the liberty of drafting a response that may help…

Sorry we cocked up.
Here’s a new frame.
We’re reviewing our policies and making sure everyone knows what they are so we don’t cock up again.
Sorry again.

Loads of Love

Giant

I wish more companies would speak plain English…

From the Pinkbike thread:

A quote from Giant’s T&C’s:

THE ABOVE WARRANTY, OR ANY IMPLIED WARRANTY, DOES NOT COVER NORMAL WEAR AND TEAR. ALL WARRANTIES ARE VOID IF THE BICYCLE IS MODIFIED FROM ITS ORIGINAL CONDITION OR THE BICYCLE IS USED FOR OTHER THAN NORMAL ACTIVITIES, INCLUDING, BUT NOT LIMITED TO, FAILING TO FOLLOW THE OWNER’S MANUAL OR USING THE BICYCLE FOR COMMERCIAL ACTIVITIES OR IN COMPETITIVE EVENTS, INCLUD­ING BUT NOT LIMITED TO BICYCLE RACING, BICYCLE MOTORCROSS RACING, STUNT RIDING, RAMP JUMPING OR SIMILAR ACTIVITIES, AND TRAINING FOR SUCH ACTIVITIES OR EVENTS. GIANT MAKES NO OTHER WARRANTIES, EX­PRESS OR IMPLIED. Except to the extent specifically prohibited by law, ALL IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIM­ITED IN DURATION TO THAT OF THE EXPRESS WARRANTIES STATED ABOVE.

So anyone who:
– guides or uses a Giant for work, no warranty.
– anyone who trains for a race, no warranty.
– anyone who races, no warranty.

I see Giant are now advertising for a digital marketing specialist…

My bad, didn’t see the date on the Tweet – back in 2021

Update: I have spoken to Ian, they are going to as he said reevaluate the CS procedure as this shouldnt have got to this point, it IS policy to want the full bike to evaluate, the cost should not be passed on to the consumer. I am awaiting contact from the warranty department themselves, not the CS team regarding my reopened claim.

Common sense seems to have prevailed.

Wheres the like button?

Update: I have spoken to Ian, they are going to as he said reevaluate the CS procedure as this shouldnt have got to this point, it IS policy to want the full bike to evaluate, the cost should not be passed on to the consumer. I am awaiting contact from the warranty department themselves, not the CS team regarding my reopened claim.

Common sense seems to have prevailed.

That is indeed great news… It won’t change how i see the future of bike purchases in terms of Giant, but it will hopefully resolve your issue.

Common sense seems to have prevailed.

I’m not sure it’s common sense, it’s pressure from the public and this turning into some very bad publicity for Giant. Good news all the same for you, hope its resolved soon.

WARRANTIES ARE VOID IF THE BICYCLE IS MODIFIED FROM ITS ORIGINAL CONDITION

does that include changing tyres or going tubeless?

Excellent news and hopefully a good result will come out of this for you Wysiwyg.

@wysiwyg gets replacement from from Giant under warranty.

Soon followed by a new, warranty-replacement Giant frame appearing in the classifieds and the purchase of a replacement frame from Bird/Cotic/Trek/other manufacturer who responded to the STW questions.