Warranty denied as I stripped the bike down?

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.

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?

That does seem to be the implication here.

<span style=”text-decoration: underline;”>cracked carbon real wheel</span>

<span style=”text-decoration: underline;”> </span>

Not a frame though.

Further to above I also had a conversation regarding what they would do as the Trance is now fully 29″ would they replace the frame and say whistle, replace frame, forks, wheels?

When my frame cracked the model had been discontinued and the closest current bike had longer travel forks. They replaced the frame and chucked in a brand new pair of correct length Fox 34’s. This made me happy.

Also, the warranty procedure was to send back via the shop it was bought from but since it was mail order and the manufacture wasn’t too far from where I live I asked if it was okay to strip it and deliver the frame myself, direct to the HQ. They were perfectly happy with this once proof of purchase from the shop had been established and once sorted I collected my new frame directly.

This is the reason I have bought plenty of bikes from them and also the reason Giant will be off my list.

Always wanted an Anthem but not anymore or any giant bike

I would say good luck OP but, from the screengrab, its looking like there’s not much chance of them budging now

Given you have a frame that cannot be used and as you have in my opinion (and it seem a lot of others) unfairly been denied the warranty that came with the bike when you purchased, I would simply focus on following to the letter, the small claims court procedure and once its in motion I would be absolutely amazed if the dealer or Giant did not miraculously have a change of heart.

FWIW I have been on both sides of a small claims court process although it was many years ago. In the first instance the online retailer I had a hand in was taken to court by some loon. Because he submitted the claim I had to travel from Manchester to Scarborough (the claimant’s nearest small claims court). The claimant and I sat side by side at one side of a big desk and some old chap sat the other side. The old chap read out the claim and then asked the claimant if there was anything he wished to add, he spouted some lies, the old boy asked if he had any proof of what he said/claimed and the loon said he had forgotten to bring it with him. I was then asked if there was anything I wanted to say, yes I have few questions which I was then told to put to clamant sat right next to me. He muttered some nonsense, the old boy asked a few more questions and then said he was rejecting the claim and told the claimant he had to pay my travel expenses which he never did. The whole thing was a complete waste of a full day plus a good few hours of prep.

When I submitted a claim I made sure it was crystal clear backed by evidence. Within a week I had been given a full refund without having to go to the trouble of a court hearing.

I had this with Trek

I had similar with Raleigh years ago. The titanium frame cracked, dealer wanted to charge to strip the bike so I stripped it. Dealer sent the frame off, Raleigh sent back a steel frame pointing out the small print in the frame warranty that said they didn’t have to replace like with like. (Also had to get a new seat post and front mech to fit the new frame).

I wouldn’t put much faith in any frame warranty…………

I’d agree it’s probably Letter Before Action time, depending on whether the frame at whatever age it is still has enough value to make small claims a worthwhile use of your time and money.

They will point to the phrasing of the warranty which you should have read, you can point to the vagueness of those words, plus the failure of their representative (the dealer) to say ‘we need the whole bike, or no warranty’, and warn you that what you were proposing would constitute ‘servicing’ in the eyes of Giant Megacorp Bike Company.

(BTW it doesn’t IMO, a service is the process of disassembly, replacing broken bits, cleaning, fixing, putting back together correctly.)

Raleigh sent back a steel frame pointing out the small print in the frame warranty that said they didn’t have to replace like with like

Is that because they’d stopped making your frame, or indeed any Titanium frames?

Is that because they’d stopped making your frame, or indeed any Titanium frames?

Yes.
Place i worked for was a Raleigh dealer, we had a few steel frames (usually 853 IIRC) to replace cracked Ti.
Even while Sheffield Cycles were punting out the (by then discontinued) Raleigh branded Ti frames for about half price.
Though i *think* the ones Sheffield Cycles had were originally destined for Sampson Cycles in the US.

OP, send them a link to this thread so they can see how many potential customers they’ve alienated with their laughable terms.

I’m just waiting to see if my place of purchase has any more luck after they asked me to send details.
I’ve spoken to various shops, Rutland for example who were a huge giant dealer who have said it’s ridiculous. The person at Giant used to work there funnily enough.

Is that because they’d stopped making your frame, or indeed any Titanium frames?

They’d stopped making that particular frame but were still selling other titanium framed bikes, just that they were more expensive than the steel frames……

If they made/sold/had titanium frames in your size designed for the same kind of use as your frame… then that’s a bit shit that they replaced with steel. That’s a big if though.

+1 on this being enough to put me off considering a Giant in the future. “Servicing” to me covering routine maintenance and replacement of worn parts, rather than removing components as they only want the bare frame back. Quite apart from the last thing I want being bikes moving towards needing “the stamps in the book” to preserve their value; surely most enthusiasts maintain their own equipment.

Also, “competition” seems to be a separate exclusion, so they sell you an XC race bike, but the warranty is void if you use it in an XC race? How hard will they try and weasel out there? Would they try and stretch “competition” to include recording a ride on Strava? A ride with your mates where someone may have tried to be first to the top of a hill…?

It does seem a bit sad that one of the legitimate reasons for buying from one of the big manufacturers is the generous and easy warranty, “Just take it into any dealer anywhere” doesn’t seem to ring true once they’ve made the sale, and suddenly they look very expensive compared to Planet-X or building your own…

I would go to the Giant importer direct. I would even find the CEO (Linked-In?) and contact direct. This is madness.

I don’t understand why anyone thinks there is a legal claim here.  The provisions of the guarantee are clear and were available before purchase and have been applied.

On what basis would you make a legal claim?

If they made/sold/had titanium frames in your size designed for the same kind of use as your frame…

They did (this was a road bike) but they were considerably more expensive than a steel frame……….

Also, “competition” seems to be a separate exclusion, so they sell you an XC race bike, but the warranty is void if you use it in an XC race? How hard will they try and weasel out there? Would they try and stretch “competition” to include recording a ride on Strava? A ride with your mates where someone may have tried to be first to the top of a hill…?

My Reign came with this sticker stuck to the underside of the handlebars 🤣

And to the OP, pretty shitty treatment IMO, hope you get a good outcome.

They’d stopped making that particular frame but were still selling other titanium framed bikes, just that they were more expensive than the steel frames……

Was it one of the bonded Ti’s you cracked. And you wanted the plasma welded one to replace it?

I get on well with the manager of the local Giant store and have a 2015 carbon Defy. Had been considering a new one as decent discount to be had but another one now on the “nope” list