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.
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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.
well, it smells fishy...
Long time lurker. 1st time poster.
Well, it's long been thought that manufacturers browse various forums to keep an eye on customers. And potential customers.
Thanks for confirming.
(Though, looks like you have a few less potential customers on here now.)
And potential customers
Of which you’ll have fewer now no doubt
You can add to the list ‘ex customers’ as well. I wonder how many sales this little episode will cost giant. I alone have spent over ten grand on their bikes in last 8 years, they won’t be getting another penny after this
I find the idea of having a lifetime warranty ushed back when a frame has snapped under normal use dire.
I've only had to warranty a few frames in my time riding. first was a cheap peugeot, 3 replacement frames and when the last broke they replaced the whole bike. all FOC, including labour to swap parts.
Second was an orange E3, replaced no quibble with an E4.
last was a Cannondale F3000. I'd worn through the chainstay with my foot. In honesty I didn't think they'd warranty it, maybe a 'crash' relacement deal, but off it went and a new frame turned up a month later, again FOC.
so no, if and when I buy a new bike or frame, it'll not be a giant.
Back to the OP and what he can do
I am not a lawyer 🙂
Legal action.
Go for small claims using consumer rights law. Compensation would be awarded according to the % of life usage you have from this so assuming normal life would be 6 years ( which seems to be the standard for most consumer goods)and you have had 4 years usage so max compensation would be 33% of the cost when you bought it. Cost to go down this road would be low really just your time and your expenses including time taken off work. fair chance you would win
Try to sue as unfair contract terms. I think that would need a full trial in court when even if you win and costs awarded to you the costs awarded may well not actually cover your costs incurred. Iwas looking at suing for a very different issue - my lawyer advised me costs awarded are likely to be half of my actual costs. Trial lawyers are expensive and in my lay persons opinion your chances of winning are not great
With any legal action sometimes the threat of it ie the " letter before action" can shake out some compensation as it cost Giant money to defend it
Other options are to raise a formal complaint via Giant - I guess they will have a procedure. You might get a goodwill gesture with a well presented case
or name and shame via social media / the press. Faint possibility of getting money out of them I guess. but a lot of satisfaction
Personally I would go for formal complaint with a threat of legal action and hope to shake some money out of them. I wouldn't actually go legal tho and would cut my losses to save my mental health
Just my opinion
I worked previously for a warranty department at Tredz until early 2017. It was an in-joke there, there was a big red button that sat on the supervisor's desk that used to shout "Denied!" when pressed. I think it was a secret Santa thing.
I worked previously for a warranty department at Tredz until early 2017
And what do you do now?
Besides apparently lurking on here long-time and suddenly registering on 17 Jan as a new user with a username rather relevant to this thread, and only posting in this thread?
And you choose a username based on some office bantz from 6 years ago ... ?
Righto ... 🤥
"in-joke there, there was a big red button that sat on the supervisor’s desk that used to shout “Denied!” when pressed"
When I used to process all the warranty returns for the not small shop I worked at I would bend over backwards and fight for a customer to get their warranty claim upheld... Every monday was warranty day, I think Scott were probably the best, heres a photo, ok, send us a pic of the destroyed frame and we'll get another with you tomorrow. A happy customer will tell 1 or 2 people. An unhappy one.. well..
The title of this thread was "Warranty denied as I stripped the bike down?" Didn't have to look too far for a name. Work for the NHS these days.
Good for you. My bosses were a little less keen on helping the end-user. It frustrated the hell out of me, one of the reasons I left.
Work for the NHS these days.
Did you take that shirt off yourself? TRANSPLANT DENIED!
Tredz are owned by the big H and when I took a Raleigh with a lifetime warranty to them, they got me a new bike without much persuasion. Even though I'd bought the 10 year old Raleigh 2nd hand. (I kept that last bit secret 😛 )
I worked previously for a warranty department at Tredz until early 2017. It was an in-joke there, there was a big red button that sat on the supervisor’s desk that used to shout “Denied!” when pressed.
aren’t tredz a retailer? i thought with warranty claims the manufacturer/importer would supply replace parts.
on a slight tangent, i think Warren T would be a great name for a hip hop artist who rapped about consumer rights
Did you take that shirt off yourself? TRANSPLANT DENIED!
I laughed 😂
As others have stated. I won’t be buying from giant in the future if that’s how their ‘warranty’ is handled.
I’ve had 2 giant mtb in the past and had no problems with them but it’s good to know how they treat customers when a warranty claim is made.
Op you should send a letter to the claims dept manager and message them direct on twitter or other social media.
Another big corp not giving a toss.
I'd like to tell you all that Salsa were amazing when I made a warranty claim that could easily have been refused as it was partly my fault. They felt their bikes should be able to deal with the level of mis-treatment I'd given it!
Even though I’d bought the 10 year old Raleigh 2nd hand. (I kept that last bit secret 😛 )
I didn't have the same luck with Specialised after I found a cracked headset on my Allez bought 'second hand' from a bike mechanic who made it up from a bunch of new and nearly new parts (the frame itself was new but had a small ding in the top tube).
Haven't read all the way through, but current bike is a giant, next one won't be, not due to this thread, but due to some of the issues i've had over the last 2 years, and the design and niggly little things around the quality.
Absolutely mad. Just in case anyone from Giant is reading, you've lost a sale here as you were my current pick for my new aero road bike. Back to square one I guess with that one!
I can honestly say Giant are now off my list of companies I will buy anything from.
To be fair, they were incredibly low on that list anyway, in no small part due to their insistence on using press fit bottom brackets on AL frames.
Yup, I'm in alignment with the last 2 replies. Giant make some great bikes but that exclusion in their warranty details means I'll never consider them again unless that changes!
Also lost a sale here, been saving for an ebike, not getting giant now. Sounds bloody awful. You want them to look after you not weasel out of it.
The only thing i'd highlight is this is a local authorised dealer who has passed on the information that Giant have then stated is outside their warranty conditions.
My local giant shop is a franchise with good guys who have been helpful over the last 2 years when i've had an issue, and it has half of the original parts replaced by me.
My personal comments previously about issues with the bike are those niggly design issues, i'm an engineer and cannot stand seeing bad designs, or the complete lack of any ease of maintenance assessment going into designs!
When I started reading this thread, I had some sympathy with Giant as obviously there's been some element of miscommunication by the dealers and Giant have not had the opportunity to inspect the fully-assembled bike. And I can see why they might have rejected the warranty on that basis...
BUT that email from Giant UK effectively saying that irrespective of anything else, they will reject warranty claims unless "ALL SERVICING" is carried out by a Giant dealer is outrageous!
(I thought this was specifically outlawed a few years ago - though that may only be in the context of cars).
Anyway, as it happens, my Giant TCR has just been serviced by my LBS (who are not a Giant dealer but have some of the most professional, trustworthy mechanics Ive ever had the pleasure of dealing with...). I guess I can now kiss my warranty goodbye
OP: good luck if you choose to keep fighting this and let us know how this goes...
I had considered buying a giant road frameset to switch all my stuff over to, but not now!
Makes you wonder why we buy bikes from the big expensive brands and pay more if they don't honour the warranty or wiggle out of it with the small print.
I could buy a giant but I don't live close to an authorised dealer and I do all my own repairs. I'm not going to start driving miles and paying for a service just in case I need to warranty the claim.
I see a lot more people now buying direct from the bigger established companies like canyon who cut out the middle man and the "must service here clause"
These kind of posts make me think about going one step further and just buying direct from China like winspace etc.
If will be interesting to see how the bike industry changes over the next 5 or 10 years as more direct to customer brands eat away at their market share.
I'm worried to be fair.
My trance e has just died again and has gone back to giant UK cause the local dealer couldn't figure it out.
I hope to god they don't realise that I replaced the xtr rear mech with an xt after snapping it with a twig in the jockey wheel.
"Sorry sir, your warranty is invalid for your crappy motor because you undid one bolt on the mech hanger and also changed the bars for a bigger rise, have your £5k paperweight back"
Meanwhile I've just watched the giant videos on how to assemble your home delivered bikes......
All sounds very weird and I still can't help thinking that they will backtrack at some point.
Especially in light of them going direct (albeit sometimes via dealers) in the UK. https://www.bikeradar.com/news/giant-to-offer-consumer-direct-sales-in-the-uk/
"The Taiwanese brand will deliver bikes bought online through its website to your door for free for the first time. Instructions on how to assemble the bike will be included in the box."
How will THAT work?
Especially in light of them going direct (albeit sometimes via dealers) in the UK.> https://www.bikeradar.com/news/giant-to-offer-consumer-direct-sales-in-the-uk/
Wow! that story must’ve taken some tracking down! 😂
anyone tweeted Giant a link to this thread?
They’ve already seen it and sent ‘warrantydenied’ to defend their honour.
Absolute Jokers are Giant. They should be embarrassed.
Might be worth emailing the MD of Giant Uk - Ian Beasant.
He’s on LinkedIn:
Propel, Propel Advanced SL, Defy, Defy Advanced SL, Trance locked away, and previously a Talon. With that warranty, there won't be another. We've also removed Giant from the new club kit. To be fair, the Giant shop found a replacement set of forks when the original Propel was written off in a crash. But I can't have them serviced in that shop. Also the posh Defy is now running Dura Ace, which was installed by another bike shop.
I'm a Giant fanboi (can you guess), but am not at all impressed by such an obvious failure. Times are tough but goodwill pays back many-fold.
They’ve already seen it and sent ‘warrantydenied’ to defend their honour.
🤣
I'm definitely not intending to be smug, and they do cost a lot, but Santa Cruz have just come good again on their proper lifetime warranty.
A fairly minor fault became apparent on my 2021 Tallboy. Brought to the attention of the supplying dealer (NWMTB) and Santa Cruz immediately offered a new frame. Latest, updated model too. Just got to decide on which colour... preferred the colour of my old one TBH!
Wouldn't buy a Giant after that response from Giant UK earlier in this thread. They clearly do not care about their product or customers.
So how does this work with Giant's frame only sales, even when appreciably a very small % of purchases?
Can't build, can't ride.....just hang in the shed to admire.
Your legal contract is with the original retailer, not manufacturer. Thus if you want to bring an affordable claim through the courts ('small claims court') you need to go after them. You can name the manufacturer in your claim too though, nothing stopping that.
Does anyone know if Giant's warranty has changed substantively? I had a 2015 Trance 1 and I don't recall these terms then.
Re Giant direct sales, I had an email from them yesterday, they send out part built bikes and the customer finishes them off.
Email me if you want a copy
Paul.sal@btinternet.com
Your legal contract is with the original retailer, not manufacturer. Thus if you want to bring an affordable claim through the courts (‘small claims court’) you need to go after them. You can name the manufacturer in your claim too though, nothing stopping that.
I'm not sure this is the case. The sale of the bike itself and the consumer rights associated with this are between you and the shop, but the warranty is a separate contract agreement between the consumer and Giant.
I bought an Anthem 29er a year or so back. Just got it the way I like it having changed brakes, dropper, mech and shifter, along with saddle and pedals.
Hope it doesn’t break.. 🙄
