Warranty denied as I stripped the bike down?

My claim isn’t due to modification though. It’s basically stock. My grievance is you can’t work on your own bike.

On the basis of this thread… any Giant dealer (LBS or on-line) should be highlighting to the potential customer that although the bike may be very good etc that in reality it has no warranty. That’s the implication.

I’m going to guess that 90% of the bikes giant sell world wide are unmodified for most of their working life.

The dealer might say “To keep your warranty bring it back here for servicing”. I’m not sure the best way to sell bikes is to say that this basically has no warranty

That doesn’t mean I’m not on the OPs side

It’s basically stock.

I thought you gave them a stripped down frame, after “telling them” that’s what you intended to do?

I said can I give you the bare frame? They didn’t say no.
This no modification from stock has been brought up as a consequence of this and me looking for clarification re warranty.

For example I’ve spoken to giant USA and they said do what you want yourself as long as what you do doesn’t cause the issue. For example longer forks snapping the ht.

To add to the above I would expect the Giant dealer to advise that Giant would want to see the whole bike, I did have an email conversation and visit the shop. At no point was the terms of the warranty needing the full bike mentioned. I would expect them to know and advise on such matters more than the consumer.

They didn’t say no.

You didn’t get a response about stripping down the bike yourself though, did you? You have no idea if that email was ever read by anyone. Always get confirmation of the return procedure. I do think you’re being hard done by here, they should be giving you far more leeway, but telling a dealer or manufacturer that you’re going to strip the frame by email and then pressing ahead without agreement is something for others to avoid in future.

EDIT: I’d also add… that if they determine that one of their dealers must carry out the assessment, there should be no charge for you there. A charge for a rebuild is reasonable, but if they want you to give them the whole bike to assess, and they need to strip it themselves as part of that, it seems very unreasonable to charge you for that.

Have you sent the receipt or pictures to giant yet?

If not why not just stick it back together and take it to another shop? They’ll no doubt try to weasel out of it in some other way, possibly for having the audacity to ride the thing off road, but at least it’ll give you more ammunition to flame them with, not that you need it.

When I sent my Giant for a warranty claim to Paul’s it was done with me stripping it back to send just the frame. They were happy for me to do that.

@wysiwyg , worth saving this link – https://www.giant-bicycles.com/gb/giant-quick-fix-combo-kit-mini-pump

This is the “essentials to get you started”

Giant expect (and encourage, by selling this) their customers to work on their own bike, whilst out on their bikes. Removing and refitting wheels, tyres, fixing punctures, adjusting the derailleur and pretty much any bolt on the bike.

No mention of the warranty*. No mention of restriction of sale to Giant authorised dealers only. And the page is headed “Service Gear” All for sale to and use by Giant customers.

https://www.giant-bicycles.com/gb/gear/service-gear

*Though the rider on their warranty page is using one. Maybe he’s the Giant-Authorised Service Companion you’re supposed to employ to accompany you on all rides in case of punctures or saddle adjustment. I don’t see him offered on the website, though?

Sniff > Paul’s is my original supplier also. No response from them though as yet.

For example I’ve spoken to giant USA and they said do what you want yourself as long as what you do doesn’t cause the issue. For example longer forks snapping the ht.

Yeah, US is _not_ a good example to use. A lot of warranty stuff just gets let through to avoid litigation, which is very expensive out there.

Some people lawyer up before they even make the warranty claim.

I’m confused how you’d ever get a warranty

https://www.giant-bicycles.com/gb/warranty
“The above warranty, or any implied warranty, does not cover:
…
Bicycles serviced by a non Authorised Giant Dealer.”

https://www.giant-shoreham.co.uk/gb/service

This is their standard service
“Our mechanics will safety check your bicycle with the headset, bottom bracket and hubs checked and adjusted. Then check the adjustment of brakes and gears. All nuts and bolts are checked and torqued, tyres correctly inflated and chain lubricated.”

It includes inflating tyres and oiling chain. Which bits of this exactly are you not allowed to carry out in order to preserve the warranty?!

I checked with them for my claim as I’m in the Highlands and the local Giant dealer couldn’t be arsed responding to help me out so posted back to original supplier.

Email chain shows that stripping it shouldn’t be an excuse for your claim being denied…..

Me….. If I post it I guess it’s just the frame so can remove fork, chain set etc?

Pauls……Yes, you could remove as many of the components as possible.

fixing punctures

“Hello!? hello? Oh hi, is this Bobby’s Bikes my local Giant dealer? Yep, oh great, I’m up on Mam Tor and me back tyre’s gawn flat. Can you get someone out here to fix it please?”
“Well I don’t want to invalidate my warranty, so if you’d be so kind… Great thanks!”

I feel as though there must be more to this! it is important for all of us here to remember that there are two sides to any story. Has Giant or the shop offered to supply you a discounted replacement frame? They did for me when my bike was out of warranty, and I got a cool upgrade at the same time. I’ve love to see any photos of the frame or bike if there are any available, there is just something about this that that doesn’t sound right?

I think there is a separate question about the Giant warranty, and the language about non Giant Authorised Dealers etc. But that is separate to this bike in question. Have you got the official response from Giant @wysiwyg so we can see exactly what they said and what their language was? That will be important in this, surely.

Picture of bike is a few pages prior to this one…

Has Giant or the shop offered to supply you a discounted replacement frame?

I suspect he may have mentioned that had that been offered..

They did for me when my bike was out of warranty

lifetime frame warranty (supposedly) so it (in theory) can’t be out of warranty

there is just something about this that that doesn’t sound right?

Which department do you work in for Giant??

CBA reading all the guff and sniping, just wondered if any actual phone calls to talk people had been made as opposed to email?

I feel as though there must be more to this! it is important for all of us here to remember that there are two sides to any story.

The fact it’s a 2015 model and OP says it’s only 4yrs old maybe! 🤔

And not sure we’ve seen a pic of the crack yet – just the bike leaning on a pallet. Maybe I’ve missed it.

Warranty denied. The official response is a few pages back as as DB pointed out is the bike, slightly further on.

he fact it’s a 2015 model and OP says it’s only 4yrs old maybe! 🤔

I assume as it was bought from Paul’s it was one of their NOS clearance models that that they used to sell a lot of pre pandemic.

As above. The exact age shouldn’t matter with “lifetime” anyway. I bought it new. Giant haven’t even seen the crack as far as I’m aware they just denied the warranty without seeing it. I didn’t feel it added much to the thread.

Giant have responded to a Twitter post on this.

Still basically sticking to ‘terms of the warranty’ but saying ‘we’re nice guys’ too.

Email chain shows that stripping it shouldn’t be an excuse for your claim being denied…..

Me….. If I post it I guess it’s just the frame so can remove fork, chain set etc?

Pauls……Yes, you could remove as many of the components as possible.

Well that shows you got clarification of the returns procedure, before stripping the bike. And you’re dealing with the shop you purchased it from, yes? Not quite the same situation the OP is in.

Surely the giant dealer networks procedure should be standardised.
Why wasn’t his denied etc

Although it is not directly relevant to the Op’s case – it is worth pointing out, as has been done in the past with numerous similar cases in the past on the forum – that the actual meaning of the term ‘lifetime warranty’ is often not the same as the common perception of its meaning. A ‘lifetime’ warranty in law is essentially a meaningless term, and it is open for each manufacturer to stipulate in their terms how they define ‘lifetime’… it may be not quite what you think it is…. it’s not relevant specifically here but it can save a lot of headaches as the term is almost always bandied about incorrectly. In this case 4 years of appropriate usage should be well within any definition of the products lifetime.

I feel as though there must be more to this! it is important for all of us here to remember that there are two sides to any story.

^ OP posted up the email he got from Giant earlier in the thread.

I’ve love to see any photos of the frame or bike if there are any available,

^ Again, see earlier in the thread.

it is important for all of us here to remember that

…you created your login yesterday to comment on this thread?

I feel as though there must be more to this! it is important for all of us here to remember that there are two sides to any story. Has Giant or the shop offered to supply you a discounted replacement frame? They did for me when my bike was out of warranty, and I got a cool upgrade at the same time. I’ve love to see any photos of the frame or bike if there are any available, there is just something about this that that doesn’t sound right?

Do tell us more about your cool upgrade, and please expand on your hunches about the OP’s story, throwaway account person.

The photo doesn’t show the crack though – it’s just a picture of the bike fully assembled. 🤷‍♂️

Also OP you say you are still waiting for the retailer you actually purchased from to get back to you.  Is this still the case? What happens when you ring – don’t they answer? Try withholding your number maybe if so…

Some lifetime time periods are measured in months…there are some bikes with a lifetime warranty of 1 year (or there were) – I think lightweight race MTBs. Some cases the lifetime warranty is 2 years, others are 4 or 5, but lifetime is the expected lifetime of the frame rather than lifetime of the owner.

Which is a bit odd as bike companies aren’t too clear on the length of their warranty. Isn’t hidden but you generally need to look for it.

…..well, I’ve not encountered many manufacturers that would be so brash as to include the term ‘lifetime’ alongside a limited 2-4 year warranty…but the key is to understand the term is essentially meaningless. The owner really has to analyse every single word of the specific terms laid out in each manufacturers definition, it is perfectly legitimate for them to arrive at their own interpretation, as long as they set that out in writing. These definitions are rarely consistent across brands and can even change year to year. It rarely means, ‘until the owner pops their mortal coil’ – but it can do… some brands like Specialized changed their definition to ‘lifetime means lifetime’… brands that offer this in any marketplace tend to be baking in the costs with higher initial purchase pricing.

When I sent my complete bike back for warranty claim it had upgraded wheels/bars/stem/clearly different bb etc. Didn’t affect the claim in any way 🤷‍♂️

Something’s not right here ?

The photo doesn’t show the crack though – it’s just a picture of the bike fully assembled. 🤷‍♂️

Ah, the pic on the link has changed. It was a close up of the crack.

That “warrantydenied” account is definitely the bike shop and / or Giant.

I always thought Giant had one of the best warranties in the business? Fortunately never had to use it when I owned an Anthem although props to Rutland Cycles – they switched out the faulty dropper post that came with the bike no quibbles.

Wouldn’t buy a Giant again after seeing this thread though. That and their bikes are really behind the times now (and heavy / expensive).

Just to be clear, I have no issues with the shop I took the bike to. They did their bit, tried to start the process and Giant just said no.
It may have been helpful if they had said no we need the full bike, and i’m unsure about the ‘labour, admin and postage’ fees. But maybe these days thats standard practice. When I worked for a Giant dealer, I never once billed anyone labour charge for a strip/rebuild. You sell a bike brand you join the network and deal with warranties. Part and parcel.

Both Beaker Jr’s bikes have been Giants, and I’ve owned a couple. I’m pretty sure I won’t be buying a Giant in the future after reading this. Suspect that this will become more common with all manufacturers with rising costs etc.

Long time lurker. 1st time poster.

Amd your name happens to be “warrantydenied”???
My fishy-o-meter went ding the moment you posted.

My fishy-o-meter went ding the moment you posted.

Do you mean your bullshit-o-meter?

I mean, c’mon, don’t pick a username of “warrantydenied” for starters.