Warranty denied as I stripped the bike down?

I had three giant xtc frames crack at seat tube/head tube weld. (Just in front of the weld) each was warrantied. In the end I gave up and swapped the frame out for a cube carbon frame.

@stanley NWMBC are warranty wizards, will always buy through them. Me and a few friends have benefitted from their zeal with dealing with warranty claims.

One of.the main reasons I hope direct sales fail is the lbs network cab be so important in fighting your corner.

And if Giant are keeping an eye on this, you’re off the list and I’m regularly buying bikes for my growing kids, these include decent mtbs. I need two this year…

Interesting in the ‘Direct sales’ news story-

“We’ve asked Giant to clarify the warranty process. We are also asking other brands too. We hope to have a report ready for Tuesday subject to us getting the answers to our questions”
good on STW. 😊

Having followed this thread, I wanted to bring some clarity to the topic and also a contact point for any direct communication required.
In a scenario where a warranty issue unfortunately occurs, the complete bike has to go through an authorised Giant retailer, who in turn will work with Giant to resolve the problem.
We fully appreciate that consumers 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 I am sure you understand this can create problems, hence why we always recommend a Giant authorised partner. Not looking to deflect this discussion in any way, but this is standard policy in this and many other industries. While I am sure you all use qualified and recognised retailers and correct replacement parts you must appreciate that this is not always the case. Over my 30 years in the industry I have seen some interesting work done on various bikes. Simply we recommend to reduce risk. I cannot discuss a specific case on this forum but In all scenarios we do try to be compassionate to the rider and with the help of our independently owned network of retailers, try to find a fair resolution. If you would like further clarity please visit one of our retail partners or call our rider support line. Not only will they help you with the issue but they can also update you on our National warranty support program ensuring the work will get done wherever you are at the time and also our recently launched second owner extended warranty program.
To clear up a couple of other points, all but one of our stores are owned by local retail partners and with regards to the new home delivery service – all bikes are fully assembled by our network of local independent retailers, selected by geographical distance from the customer and shipped to the home with full warranty. The customer will also then be connected to their local retailer for service and support.
If somebody would like to contact me directly on any topic or issue, my email address is ibeasant@giant-bicycles.co.uk
Ian Beasant Giant UK

Ian, first of all, thanks for coming on and raising your head above the parapet. Brave man!

we always recommend a Giant authorised partner.

Recommend or mandate? It’s coming across as the latter which is one of the major sticking points. Neither have you addressed what happens in the event of frame-only purchases

We fully appreciate that consumers get their bikes serviced and parts replaced by non-Giant retailers and in the majority of scenarios this is unlikely to affect any warranty.

Which is it?

I hope that, while you cannot discuss the original poster’s circumstances here, you will revisit how your policy has been applied and communicated in that case.

Just when you think this thread can’t get any better, Giant* come on and contradict themselves. The TCR hanging in the garage is still looking like my last ever Giant. I’ve changed the wheels on it so assume it has no warranty.

*assuming real profile, odd to appear on a Sunday at 6pm

Ian – how can a broken frame in that position be affected by stripping the bike?

If it was at the top tube / seat tube junction then a too short seatpost could be the issue and your position would be fair enough if harsh.  However given where the break is its clearly just an excuse to avoid replacing it.  Legally correct maybe but it stinks to high heaven

Perhaps the warranty exclusions need changed. At present they include

Bicycles serviced by a non Authorised Giant Dealer.

https://www.giant-bicycles.com/gb/warranty

Unless I am reading it wrong warranty is now 1 year?

Having followed this thread, I wanted to bring some clarity to the topic and also a contact point for any direct communication required.
In a scenario where a warranty issue unfortunately occurs, the complete bike has to go through an authorised Giant retailer, who in turn will work with Giant to resolve the problem.
We fully appreciate that consumers 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 I am sure you understand this can create problems, hence why we always recommend a Giant authorised partner. Not looking to deflect this discussion in any way, but this is standard policy in this and many other industries. While I am sure you all use qualified and recognised retailers and correct replacement parts you must appreciate that this is not always the case. Over my 30 years in the industry I have seen some interesting work done on various bikes. Simply we recommend to reduce risk. I cannot discuss a specific case on this forum but In all scenarios we do try to be compassionate to the rider and with the help of our independently owned network of retailers, try to find a fair resolution. If you would like further clarity please visit one of our retail partners or call our rider support line. Not only will they help you with the issue but they can also update you on our National warranty support program ensuring the work will get done wherever you are at the time and also our recently launched second owner extended warranty program.
To clear up a couple of other points, all but one of our stores are owned by local retail partners and with regards to the new home delivery service – all bikes are fully assembled by our network of local independent retailers, selected by geographical distance from the customer and shipped to the home with full warranty. The customer will also then be connected to their local retailer for service and support.
If somebody would like to contact me directly on any topic or issue, my email address is ibeasant@giant-bicycles.co.uk
Ian Beasant Giant UK

I’m still not sure what the OP has done wrong then, I will guarantee as surely as I can that this will hit Giant’s profits as much as the droves of people leaving Amazon in protest because Jeremy Clarkson got cancelled. How can I trust this company now ive read all the diatribe. Certainly wont be buying one or even looking at the range based on the fact that they seem to have treated a customer like crap. Even if this damage limitation excercise spiel tried to explain something, I still dont have a clue what it actually confirmed.

Can someone explain in simpletard terms for me?

What reason did giant reject the OPs claim for warranty.

How does the MDs explanation mean his claim for warranty is void.

It seems a bit backpedally at first proceeding to we will not be pressured into cahging our mind on this one.

In comparison Trek, for example, seem to have fewer get out clauses.

https://www.trekbikes.com/gb/en_GB/warranty_policy/

A gesture of goodwill and a frame replacement would have been better than the long-winded response.
Still can’t see a giant purchase in my future purchases.

I will never buy a Giant bike until I can fit a set of brakes or handle bars myself and not void the warranty.

What a load of shit. Working on bikes is hardly rocket science. Most stuff is basically just loosening or tightening bolts. It really is very basic.

I mean fork manufacturers allow you to take them apart and service them yourself with voiding the warranty. That actually a job that takes a bit of care. Stripping bits off a bike to send a frame back is soooo basic I would let my kids do it with some basic supervision.

I often get mates asking whether a bike is decent or not, or for a recommendation, first thing I will say now is, NOT a Giant!

Ian, while it’s good to have you represent Giants POV your response comes across a very corporate and cold. I feel you are only replying due to the absolute hammering your customer care has taken on this thread. Your reply contradicts the original reply your company gave. Your are now getting a hammering and want to try and be seen as the good guy. Customers who have genuine issues should be looked after, not made to jump through hoops. You should know the value of looking after your customers rather than your profits! There have been many instances on here over the years of company’s putting people before profit and they have been recognised for this for a long time after. Goodwill goes a long way. How many good customers have you palmed of with your company’s standard reply (as posted here) in the hope they just go away. Now someone is making a bit of noise for you you speak up in a bid to make it go away. I hope you get this resolved for the OP. Like so many others on here I will not touch Giant now. Shocking customer care.

In comparison Trek, for example, seem to have fewer get out clauses.

I have a number of Treks and over the past 2 years spent 30k with them , When I sold both my Emonda and Madone warranty was transferrable for three years to the new owner , the Emonda I got on the back of a Trek 5200 from 2006 breaking.

2 Remedy(s) failed sever times at the seatstay/chainstay in under a year each

Despite that They stand behind their customers as do their dealers and thats why I kind of have a loyalty to the brand despite things breaking.

Reading this Giant thread seems more asking to guess the warranty outcome based on moving goalposts.

Can someone explain in simpletard terms for me?

What reason did giant reject the OPs claim for warranty.

because their retailer did not see the whole bike so it could have been something the OP had fitted to his bike that caused the frame to break at the seattube / BB junction.at the weld.   Its obvious nonsense. but within terms of their warranty.

because their retailer did not see the whole bike so it could have been something the OP had fitted to his bike that caused the frame to break at the seattube / BB junction.at the weld. Its obvious nonsense. but within terms of their warranty.

Thank you.

In a scenario where a warranty issue unfortunately occurs, the complete bike has to go through an authorised Giant retailer

this is understandable, but someone in the thread had a Giant frame replaced under warranty after returning the bare frame to the retailer, at the retailer’s request.

has giant tightened up on warranty claims?

Indeed , I reckon Giant Uk now know their bridge is burned and even if they did step up and do what morally is right they have had so much crappy press that it wouldnt make any difference to their rep hence cut their losses and take the hit.

I suppose it will hit home when they announce profits of X amount in this year. Some with memories will be sat thinking “And you could spare one frame which is pants money in the grand scheme”

I have in the past in another indiustry seen other brands step up and offer a replacement something which has greatly engraciated them to communities and improved the number of people using their product.

Giant was on my radar for a potential gravel bike purchase soon, as one lbs is a dealer.
Not a chance now. I hope the cycling community are aware of this shit and do everything to resist it.
I’d put it alongside main dealers withholding software and fault codes to rip off customers and encourage landfill.

I have also followed this thread with interest.

I always think internet pile ons are silly, with people saying they will stop buying from XYZ… but… i’ve got to be honest and say i’ve been riding mountain bikes for 20 years including a few Giants… and I was looking at a new anthem…and i think I’ll be buying the specialized.

Despite everything that’s been written in this thread by the usual consumer law experts and smart arses telling WYSIWYG that he should have read the small print, and tough titties and the usual unhelpful idiots… I really think Ian Beasant misunderstands how very disappointed a large group of us are about this, and we are that he should understand that we are his core customers, who buy full suspension bikes and carbon road bikes etc.

I’ve seen WYSIWYG posting on UK mountain bike forums probably for probably 15-20 years. He’s a well known contributor on the scene and worked in the bike industry. He’s a reasonable bloke and has been reasonable throughout this process.

The frame has cracked in a place that is not consummate with wear or abuse. The bike doesn’t look like it’s been ridden very hard, certainly not in excess of what could be considered a reasonable lifetime of the product regardless of the age.

Just replace the bloody frame and apologize for the misunderstanding.

Again, this does not look good for Giant and any future purchases from me. The smart move for Ian@giant would have been to contact the OP and try and sort this out.
This is not customer service, this is customer eff off because of a technicality..

I was considering a Giant Reign ebike as my next purchase, first time buying an ebike I was looking at Giant due to having a Giant store within 5 mins walk of my house for when I inevitably need to use the warranty……this thread has seriously made me reconsider.

a large group of us are about this, and we are that he should understand that we are his core customers

We really aren’t. @ian@giant will see his core customers as those buying £400 Escapes and Alights. Shops will shift plenty of them a week. It’s what, until now, I’ve recommended to my family and friends who need a day to day bike. My mum has one. My wife has one. My sister has one. My best friend has one. I must have sold hundreds when I worked in a Giant dealer.

I’ll not recommend one again. Giant full suspension frames of that era crack at the seat tube and top tube junction regularly. When they dismantled the bike the OP did nothing that could risk damaging that weld. The photo of the bike clearly shows the seatpost well below the junction of the two tubes and well below it’s minimum insertion.

Yet Ian, like his customer service email team, are fobbing him off for spurious reasons. If he’s followed the thread, Ian will have seen the photos of the full bike. He’ll remember that the frames he sold from that era break there. But he’s still not said “oh yeah, common problem that and nothing to do with you, a cytech mechanic, taking the bike apart. Have a replacement frame as per your expectations of our warranty”.

It seems ironic to me that Trek will sell you a frame made by Giant (that’s who Trek subcontract their frame building to) with a better warranty than Giant will give you themselves.

We fully appreciate that consumers get their bikes serviced and parts replaced by non-Giant retailers

ah, so close, then shoots over the bar! Read the audience man, you are talking to a room full of experienced (old! 😉 ) bikers who have serviced and replace parts themselves on bikes for years. The comment above is such a passive aggressive bit of condescension I can only figure you are either a) woefully ignorant of this or b) fully aware but still adhering to shitty policy.

Either way, as your PR managers and writers will now have realised, 2/10 for effort.

Total lack of good faith on giant’s part. Having no interest in even inspecting the frame because the customer stripped it down, just to weasel out of their obligations. I’ll contrast that with my experience of two frames I had replaced under warranty from genesis and alpkit/sonder. Both replaced no hassle. I’d expect the same from a massive company like giant. Unless giant had reasonable grounds to suspect the customer had caused the damage through improper use/modification/poor maintenance etc then they should act in good faith.

I was considering a giant trance before I got my occam but I’ll definitely avoid them in future. Especially as I prefer to buy frame only and maintain myself.

Yeah there is no conceivable way dismantling or changing parts even by a hamfisted moron could cause that failure.
Its just weasling.

I don’t think adhering to policy is an excuse if you are the top guy for Giant UK. Who sets the policies?

https://www.bikeradar.com/news/giant-to-offer-consumer-direct-sales-in-the-uk/

I suppose it will hit home when they announce profits of X amount in this year. Some with memories will be sat thinking “And you could spare one frame which is pants money in the grand scheme”

https://road.cc/content/news/giant-postpones-payments-suppliers-298285

Giant aren’t raking in huge profits at all at the moment (although to be fair the whole industry is in similar straits).

From following the thread I reckon “warrantydenied” is either a troll or someone lower down the payscale at Giant who thought “I know, I can fix this!!” and then ballsed it all up some more. Wouldn’t be the first time someone had joined like that.

has giant tightened up on warranty claims?

One easy way of saving cash. 99% of cases, you’ll never hear from again. Unfortunately, 1% of cases will be long-term posters like @wysiwyg who must have been on here at least as long as I have!

I wonder if ian@giant can tell us if there is any link between Giant weaseling out of warranty commitments and them not being able to pay their suppliers?

Complete and utter contradiction and horse manure from Giant’s Ian there, so if the OP reassembles the bike and takes it to the retailer they still won’t honour the warranty simply because he worked on his own bike, there is photo evidence of nothing untoward with the assembly or parts used and the guy is a cytech mechanic for god sake, not captain incompetent.
If Giant don’t change the warranty terms they can kiss their company goodbye within 18 months because this news is gonna spread like wildfire all over social media and every forum.

So what would be the situation if I bought a giant bike, changed the part I wanted myself then I cracked the frame, put the original parts back on and went to the dealer?

Thats the besst way around these charlatans warranty policies… lie to em.

There’s a bit of a lack of attention to detail in this thread and the rush to participate and pile on.

On P1, the original poster said

Cracked under the seat tube to top tube junction, seatpost never extended past about 2″ of static insert

but TJ’s wrong summary on here is:

it could have been something the OP had fitted to his bike that caused the frame to break at the seattube / BB at the weld.

which i think others have possibly picked up on. I suspect that the interesting diversion midway through from another, totally different situation (massive crack by the BB, not spotted by the inspecting dealer because ‘the description wasn’t clear) has become conflated. But look at the pictures, clearly two different bikes:

OP photo is at top of P3 https://imgur.com/a/x2ml7pm

The other bike is on P7 and is clearly a different bike

Now – I don’t think Giant’s response has been great, contradicting themselves about whether it has to be MD serviced, inconsistency with what’s been done in the past etc. And I agree that Ian Beasant’s response still hasn’t really helped (paraphrase – “the warranty says you should, we know you don’t, we’ll try and be sensitive to where you haven’t, but we’re not promising to be and in this case we aren’t. So, pick the bones of that out and take your chances. Or stick to MD servicing”). Which in itself means i wouldn’t have another because I do my own basic maintenance and servicing and i don’t want to risk that I’d have no warranty on the spin of a coin / what side of the bed the shop guy got out of that day.

OTOH, the OP’s crack *could* have been caused by an insufficiently inserted seatpost (they assure us not and I have no reason to doubt either as a person or a qualified Cytech mechanic) but the shop hasn’t had chance to check that. That is a mitigation, but not an excuse for the fuzziness of the policy now.

Giant weaseling out of warranty commitments and them not being able to pay their suppliers?

Am pretty sure that for the purposes of this thread, those are two different Giants, one is specifically the manufacturer of the Trance/Reign/Anthem, the other is the huge manufacturing concern in Taiwan.

Cracked under the seat tube to top tube junction,

I think that is absolutely the crux of this whole thread. The picture later on is a frame broken in a totally different place. Something not right.

Ah – missed that.

If it was not a dropper post, it’s conceivable the post could be under inserted, but how tall would you need to be to under insert a dropper?

Well this seems like a massive own goal on Giants part ,as others have already said the Giant TCR Advanced Pro 0 that was on my to buy list is now not going to be considered – first thing I was planning on swapping out was the wheels on the Advanced Pro – which I don’t need a Authorised Giant dealer to do for me – also what happens with the frame set only option Giant offer

I think that is absolutely the crux of this whole thread. The picture later on is a frame broken in a totally different place. Something not right.

If you’re referring to the OP’s post with the picture of his whole bike and another poster sharing a tweet from someone else showing damage to the seat tube/BB shell damage, then it might be your ability to check your facts before posting.