Update!

Got my bike back after 8.5 weeks about 10 says ago.

New motor and a new loom dipped in plastidip that’s already peeling off (good skills giant).

Didn’t bother to replace the broken dropper post which they said they’d look at for me.
Eventually got them to after many emails to which they never responded to. They just randomly sent one to the lbs for me.

Worked for 4 rides and now has a speed sensor error that randomly developed as well as having randomly lost any ANT+ connectivity at the same time. Something is wrong inside. Again.

Yay.

Giant have tried to pull a fast one on me:

Turns out that they replaced the loom and sent it back to the local bike shop as they had told me.

The bike shop tested the bike and it immediately cut out repeatedly So was sent straight back to giant UK where it had a new motor as well.
The local bike shop only told me this when I picked it up.

To me that suggests they had their chance as a manufacturer to fix it themselves and failed but still wouldn’t allow me to reject or have a refund. Great!

I’m told they don’t test ride the bikes but only use their diagnostic tools. Good show!

But it’s broken again anyway so thats that.

I’ve sent another letter to Giant UK. Another to Ian Beasant (never replied to my first one) and another to Paul’s who also have not replied to any emails regarding refund.

I’ll see what happens next.

Don’t buy a giant people.

I would start by phoning Pauls if they don’t reply via email. Could always record calls and send an email after to leave a record. How far are you from Paul’s?

I would phone them and say you are rejecting the bike under the consumer right act and you will bring the bike to them on xxx day and will not leave the store until they have refunded your deposit and instructed v12 to refund you.

I successfully done this with a ebike at Evans cycles, though do be prepared to be in the store for a while.

Also would make your complaint knowing on social media, trust pilot, Google reviews etc.

Though be careful as looks like Giant took a hit out on the last person that complained on STW

What a tale of woe. Feel for you OP. Best of luck getting it sorted.

At this stage it’s got to be small claims for all costs you’ve incurred trying to sort this (bike, travel, lost wages).

At this stage it’s got to be small claims for all costs you’ve incurred trying to sort this (bike, travel, lost wages).

Known as incidental costs IIRC and almost impossible to claim for

I think there is a distinction between costs associated with the trying to resolve the issue (fannying around after a company with a broken bike) and costs of taking action (legal advice, filling in court forms – unclaimable)

This doesn’t sound too dissimilar to tales of woe of other ebike owners and different brands.

People being months without a bike waiting for new motors etc.

Still smacks to me of companies selling products that as yet they still do not fully understand the technology they are selling (not just giant). Clearly they can’t afford to do the proper R&D needed but then can get away charging silly money for these bikes. Car manufacturers got it right from the start and offer decent warranty on their electric products, the fact warranty is so short on e-bikes says something.

I keep nearly pressing the button on an ebike but then keep reading stuff like this and it puts me off. Yes I know the internet only publishes the bad stories, but e-bikes do appear to be proportionally more than other products. I could splash many thousands £ on a bike with the major risk I won’t get to ride it for long periods of time and then the warranty be limited too

OP – just be aware that your warranty is being used up too. ie even if the motor is new yesterday, your warranty is only valid from the day you bought the bike not the day you got the replacement motor. That’s certainly what Orbea owners are finding, so your motor could be replaced at 23 months with a brand new one, and that new motor only being covered for 1 month

just be aware that your warranty is being used up too. ie even if the motor is new yesterday, your warranty is only valid from the day you bought the bike not the day you got the replacement motor. That’s certainly what Orbea owners are finding, so your motor could be replaced at 23 months with a brand new one, and that new motor only being covered for 1 month

that’s pretty much no different from any warranty though. If the engine falls out of my car at 4 years & 11 months old, they don’t give me a brand new 5 year warranty. The original balance remains.

Those Yamaha/Giant PWX motors do have a bit of a history of electrical gremlins & water ingress issues. I’m not sure it’s actually any worse than Specialized/Brose, but unlike the latter, they really don’t seem to have the support network when it does go wrong. At least Spesh are super fast about warranty turnaround.

Notice Before Action to Pauls ASAP with a fortnight to respond, sent recorded delivery.
Then small claims.

Update if marginally interested.

Bike sat in local dealer with a warranty request for giant to take it away.

Sat for 18th days with Giant not doing anything.
Shop manager ringing Giant with me present to ask wtf is going on. Not much…..

Paul’s now requesting the bike back so they can assess it for repair????. So I’ve been and collected it and gone bin diving round the back of Halfords for a bike box and packed it up.

They can have it and keep it. I refuse to have it back in my life and will not accept it returned to me. Turned it on today prior to boxing it up. Bike does what it wants.

So it continues.

They can have it and keep it. I refuse to have it back in my life and will not accept it returned to me

Sounds like exactly the correct stance.
What a nightmare 😐

Beyond a joke. You have sent the Notice Before Action to Paul’s haven’t you?

Go in the shop at what ever is the peak time and make yourself a fhecken nuisance, until they take the bike back.
The shop is responsible as the retailer.

Just to add a little balance, I’ve had a few bikes for Paul’s cycles with only two having problems. The first was that the formula brakes leaked from the calipers out of the box. New brakes were sent & arrived within the week.

The second was a road bike that cracked at the seat tube/stay junction. No quibbles, they just asked for pics sending & they refunded me before they’d even received the bike back.

It does make me wonder whether their (lack of) response is somehow influenced by the poor response they’ve received from Giant. 🤷‍♂️

Car manufacturers got it right from the start and offer decent warranty on their electric products, the fact warranty is so short on e-bikes says something.

Aye, right – how old are you BTW?

Go back a couple of decades and cars had 12 month warranties and even within this often bloody impossible to get anywhere.

Aye, right – how old are you BTW?

Go back a couple of decades and cars had 12 month warranties and even within this often bloody impossible to get anywhere.

Even more recently than this, I had both front shock absorbers fail in my bought from new 2016 Audi A4. They failed within the warranty period and after doing less than average miles. The dealer report said this was not down to wear and tear, or accidental damage. The dealer refused to change the shock absorbers under warranty or progress with VAG. I ended up paying for the replacement with new shock absorbers from a VAG specialist. Useless!

So…..

Sent the bike back to Paul’s. Bike threw errors till the very end.

I didn’t have to fight. Didn’t get a credit note. Didn’t get the bike bike. Got a full refund including any postage.

Gone local and bought from an lbs.

I know ebikes aren’t for everyone. I also ride/own non powered bikes, but to me they are great fun when they work.

Hopefully I’ll have more luck this time round.

What did you go for this time ?

The right result but bloody hell it took some fighting and no doubt a good chunk of stress with it. Well done @olly2097.

I’m casually scanning for an e-bike.
Won’t even look at Giant or Paul’s.
Stupid.
Having the giant bearing tool kit they were always the first brand I looked at.

Sounds like an absolute nightmare, on the positive side at least you were successful in getting your money back and have had to deal with all this now so it will be less stressful you happen to need to go through something like this again in future, unfortunate way of learning good experience.

I bought my current and only bike from my LBS which is a Specialized dealer due to how well they looked after me with a 2nd hand specialized I owned before this one, no warranty with it being S/H but when I snapped the frame they looked after me and got me a replacement under customer care so I didn’t have to pay as much and they done the work swapping things over at cost to them as they sympathized with my situation. When I did buy my current bike from them back in 2016 due to good past experience I had a few teething problems, dodgy dropper post on numerous occasions, badly built wheels, BB shat it’s self 2nd ride out amongst other issues etc they took good care of me and dealt with everything asap, had been back to them probably 7 times in 2 months and despite having a workshop backlog put my bike higher on the list to fix.

Reading your experiences it’s convinced me that even if I don’t want another Specialized bike when I do lose some beef and go for an ebike I’d be better off getting one from my LBS or even another LBS in the area. Giant appear to be a shadow of what they used to be, still innovative but QC appears to be terrible so will be avoiding.

Gone local and bought from an lbs.

Orbea Rise ?

I’ve also got a warranty issue with Giant.

My Revolt Advanced gravel bike has a “paint” crack (their words) at the top of the seat tube. I’ve found literally hundreds of people who’ve posted photos of the same issue across UK / EU / America yet Giant dealers pretend they aren’t aware of it and have never heard of it.

There seems to be a latent design fault with the carbon layup and design of the D-Fuse seatpost shim that Giant aren’t admitting to so they will only warranty items on a goodwill basis.

In my case that means taking the really nice colour frame I wanted and giving me a disgusting turd brown frame that actually still has the same defect as a replacement. And it’s a take it or leave it deal.

In 30+ years of biking I’ve never owned a Giant before – based on the customer experience with this one I won’t be repeating the mistake.

I’m casually scanning for an e-bike.
Won’t even look at Giant or Paul’s.

Yeah, me too. I’ve just realised that Liv and Giant are the same too. There was a Liv e-bike I saw which was the cheapest known brand with a hub gear 🤦

weeksy
Full Member
What did you go for this time ?

FunkyDunc
Free Member
Gone local and bought from an lbs.

Orbea Rise ?

Haibike allmtn 7. (2023)
Gx eagle/magura mt7.
Yamaha pwx3.
Giant was a Yamaha pwx2 but had giant’s gatekeeping all over it meaning you couldn’t repair it at home, PCB board locked out etc.
Wiring loom is different this time as well.

The standard Yamaha has off the shelf parts including all the electrics readily available.
Being an open system you can use any 3rd party battery/range extender as long as the connection fits. So gives it a bit of future prodding for out of warranty.

Funkydunc: went to welshpool. Merida and orbea in Oswestry isn’t it. Lovely bikes but running Shimano ep8 motors: non serviceable motors and once dead it costs. Friends Merida e160 ep8 has died with 500 odd miles on it and has no warranty so he’s looking at £1000 odd to fix it. Shocking.