So they’ve caved due to an absolute internet pasting.
Are they going to add in to the warranty t’s &c’s ‘the success of your warranty will largely be determined by the level of flaming we receive online’?
The fact it’s taken a damning thread and a magazine article on here to get a frame (known for breaking exactly where it has broken) inspected, doesn’t bode well for anyone with an issue in future
Yay, Go STW. Sticking it to the man....or at least lets hope so.
Common sense seems to have prevailed.
Hallelujah. Hopefully they won't now try to suggest that four years is beyond the expected lifetime for a MTB frame...
Hopefully a good result for the op. Unfortunately for giant, I think many will have been persuaded to avoid them altogether after this, regardless of the late U-turn.
it IS policy to want the full bike to evaluate, the cost should not be passed on to the consumer
👏🏼
That is good news for WYSIWIG.
It does not solve the organisational, warranty policy and customer support/service issues that Giant and their dealers clearly have in the UK.
"Naah – HebTroCo crack surveillance team at work…"
Sorry lads *hoiks up moleskins*
Unsure how much a small group of people saying they won't buy is going to impact Giant - they sell loads of bikes to loads of people, many of those people don't have as much interest or care like we do. They'll go to nearest bike shop and take advice from the salesperson.
I think very few people will be bothered about this.
Saying that, great to see they've done the right thing for WYSIWYG...that should have been the case immediately.
We’ve got the power!
Great news for OP and a happy ending for us lot.👍🏻
Update: I have spoken to Ian, they are going to as he said reevaluate the CS procedure as this shouldnt have got to this point, it IS policy to want the full bike to evaluate, the cost should not be passed on to the consumer. I am awaiting contact from the warranty department themselves, not the CS team regarding my reopened claim.
Common sense seems to have prevailed.
Great news. Now when you get your warranty replacement, sell it and buy from a brand that doesn't treat their customers poorly.
Good outcome, but a second-hand Giant frame will definitely have no warranty...
They apparently do a second-hand warranty if it has been registered with Giant...
Do you have to take your frame to Giant to get it built up?
Turns out getting lots of the bike industry to all answer questions at the same time is harder that you’d think
they need time to collude
Great news wysiwig, can't believe it took so long for them to get it sorted! Have owned 7 Giants over the years (still own 2) but I'll now think twice about sticking with the brand in future... Good result, but not a good way to have got there!
Hold on everyone ... is it actually sorted? Unless I've missed something, all that has been agreed is that they will accept the bike/frame in to evaluate, for a possible warranty claim?
If I’ve read it correctly, wysiwyg gets the frame reconsidered for warranty, which was the original sticking point. Whether that leads to their frame being repaired or replaced, we have all yet to learn.
I added this info to the Emtb forum and got this reply from one of the other members
US law specifically prohibits manufacturers from voiding warranties for allowing third party work, or for causes unrelated to the issue. If you take your car to have a third party shop install custom headlights, and the engine fails, the manufacturer can't "void the warranty." If you change out your derailleur and the head tube snaps, that would not be a legal reason to deny a warranty claim. This was passed many decades ago because of that very problem, where someone would try to force people to use their brand dealers. It's even illegal here to claim that it does void the warranty.
There is also a "warranty of merchantability" where it is assumed that you get a guarantee that the product does what it clearly should do, even without a written warranty. It's an implied warranty. You can't be sold a light bulb that won't light up unless you buy the light unlocking software module.
The only way around this in the US is if the service/part is provided FREE. For example if Giant said, "you must obtain an inspection at six months at a Giant dealer, which will be provided at no cost," then that would be legal. I had that experience with a generator, and that was fine. The initial service/inspection was part of the price, and if I didn't have it done, no warranty. Fair.
Copy and paste info:
<h4>"Tie-In Sales" Provisions</h4>
Generally, tie-in sales provisions aren’t allowed. These are provisions that state <i>or imply</i> that a consumer must buy or use an item or service from a particular company to keep their warranty coverage. Here are some examples of prohibited tie-in sales provisions.“To keep your new Plenum Brand Vacuum Cleaner warranty in effect, you must use genuine Plenum Brand Filter Bags. Failure to have scheduled maintenance performed, at your expense, by the Great American Maintenance Company, Inc., voids this warranty.”
“This limited warranty shall not apply if the warranty seal has been broken, removed, erased, defaced, altered, or is otherwise illegible,” where a device cannot be repaired without such effects.
However, a warrantor can require a consumer to use select items or services if they’re provided free of charge under the warranty or the warrantor receiver a waiver from the FTC. To get a waiver, you must prove to the FTC’s satisfaction that your product won’t work properly without a specified item or service. Contact the warranty staff of the FTC’s Bureau of Consumer Protection for information on how to apply for a waiver.
In addition, it is permissible to disclaim warranty coverage for defects or damage caused by the use of parts or service you didn’t provide. Here is an example of a permissible provision in that circumstance:
Necessary maintenance or repairs on your AudioMundo Stereo System can be performed by any company. Damage caused to the AudioMundo Stereo System by you or any non-authorized third party, however, may void this warranty.
Seem right and fair, and under US law I can well believe it. Consumer laws are pretty strict there. Only seems in this country do we get shafted by lack thereof.
Yeah, don't count your chickens just yet, personally think Ian should hand deliver a new upgraded bike out of his own money cos he's clearly paid way too much.
The bike shop that tried to charge for everything and failed to advise properly seem to have got away unscathed.
Time to name and shame?
The bike shop that tried to charge for everything and failed to advise properly seem to have got away unscathed.
yep, a lot of bike shops seem to try to dodge their contractual obligations of being a dealer for brand XYZ by either flat out refusing to look at products from brand XYZ bought elsewhere despite brand XYZ having a global/europe/uk wide warranty, making it clear they really dont want to be doing this, or by making it so difficult that the customer goes elsewhere (eg sure we can look at that for you but we're really busy right now, come back in 6 months, or sure we can look at that but we'll have to charge you labour for it etc)
Cannondale had a worldwide fork recall on one of their models a couple of years ago. I booked mine into my local dealer whom I did not buy the bike from to have the swap done (work to be completed by dealer only). I went to pick it up and the nice chap asked my how I'd like to pay... Errrm well bill Cannondale, your their dealer and it's their recall was my reply.
They do try it on sometimes and you have to argue your case as per this entire thread.
dyna-ti
I added this info to the Emtb forum and got this reply from one of the other members
I didn't want to distract from the thread but eBikes are a whole other issue ... or are they what's driving the warranty dodging ??
Warranty denied because "you used a 3rd party app to read your battery condition" or "warranty denied because you put grease on the bearings that were failing" etc.
I had already concluded from many threads on the Emtb forum that I wouldn't be buying a Giant ebike, this thread just added their analogues to the list
analogues
I ride an analogue bike ? Cool !!
Time to name and shame?
Dedinitely this if the thread is to have benefit beyond the OP.
I’m now getting Giant ads on the forum…
I've just realised my road bike is a Giant. Ew.
I can't really remember as it's quite far back but what should the shop have done / not done, and according to who?
Is there a danger that they are being thrown under the bus by Giant who can't seem to agree their own policies internally, let alone convey them coherently to their dealer network.
You ought to read the thread again to draw your own conclusions, but as I understand it:
The shop wishes to monetize the stripping of the frame and is denied the opportunity because WYSIWYG does the job himself.
The shop decide that the frame damage isn't a warranty issue.
Giant UK doubles down to back them up through loose interpretation of company's ambiguous T's & C's..
Internet implodes
I’m now getting Giant ads on the forum…
Taking up the whole screen?
I’m now getting Giant ads on the forum…
<span style="font-size: 0.8rem;">Taking up the whole screen?</span>
🙂
I ride an analogue bike ? Cool !!
They are referred to as 'muscle bikes' in Belgium (VTT musculaire). I'm really not sure that is any better
RAMP JUMPING OR SIMILAR ACTIVITIES
This means that if you go to a bike park and get air, your warranty is also invalid.
Eh?
I added this info to the Emtb forum
Where dat den? On ear?
Deleted - image link failure
Jimmyoto, the cost should not be passed on to the consumer, so therefore the bike shop tried to triple stitch him with strip down, admin and postage back to Giant costs.
I’m not sure what the shops input was, their quote was “Giant denied warranty at the b2b stage”.
I believe Giant are having a word about the triple whammy of fees.
And finally I am pleased to report that I will be getting a replacement from Giant. So thanks for all the support from STW and the members.
Something went wrong somewhere at point A, B or C. So I can’t point the finger of blame, but I’m happy with the result and Ian’s input, unamused with the shop setting this ball rolling though with the pricing system.
And finally I am pleased to report that I will be getting a replacement from Giant. So thanks for all the support from STW and the members.
Yay!
HALLELUJAH 🎉
Great result 👍
Pleased for you OP - I'll bet you are happy that you made that initial post! And I assume they will be rebuilding the bike for you so that you don't invalidate the warranty before you even ride the thing....
And provide a personal mechanic for rides in case you want to change the air pressure in the tyres 😉
Glad they saw sense at last, shame it took all this!
but I’m happy with the result and Ian’s input,
Anyone want to say his name three times to see if he's the new Brant or Ling? 🙂
Great result, nice to see they finally got their act together. Did they even get to see the frame in the end? Makes you wonder how many other folk got the brush-off before you, though.
And finally I am pleased to report that I will be getting a replacement from Giant.
👏🏼
Without Ian, there's no Giant.
There’s a lot of things to regret about internet forums and the like, but I think in this case we should be celebrating the positives
I can’t believe you ride a Giant WYSIWYG, you should have stuck with the On-One Gimp I traded you for a Haro DM24 in the early 2000’s - that wouldn’t have cracked in such a silly place.
Common sense prevails ..
I didn’t want to distract from the thread but eBikes are a whole other issue
Its got nowt to do with Ebikes. Not sure why you inferred that. In fact theres nothing in that users answer concerning ebikes, just the general about warranty claims regarding bicycles and bicycle manufacturers.
Without Ian, there’s no Giant.
👏🏻👏🏻👏🏻
Good news for the op.
Well done everyone for keeping this going and to STW for getting the head honcho at giant to post on here as well.
Common sense prevails at last.
The bike shop should get a rocket up it's bum for trying to charge for stripping the frame under a warranty claim. I'd like to know who it was so I can avoid them.
Warranty still clear as mud, no modifications allowed ? What that covers god only knows, looks like a one year warranty now and does the frameset still have to be assembled into a bike by the dealer, the new trance has onboard tool storage mount under the toptube and a flip chip, better check you're allowed to use them 😀
@pimpingimp think that got traded for an inbred. That went for a 456, that went for a c456. Those were the days.
@flyingpotatoes you’ll be alright unless you’re Robin Hood.
Great news, but FFS.
I've got an old Diamond Back Ascent Cro-Mo frame that's been crashed, hit by cars, done Sonwdon etc, and had been used as an off road commuter. It's about 30 years old now, and has been repainted twice, most recently for the second time. It's never snapped. Sorry, but the likes of Giant can't guarantee a frame, **** off. It's suppose to do all this shoot !
Total cop out from a 'premium' bike manufacturer - never had a frame snap.
davosaurusrex
I had already concluded from many threads on the Emtb forum that I wouldn’t be buying a Giant ebike, this thread just added their analogues to the list
I guess the point was it's not Giant specific ... though and more about the trend of "disposable bikes" that is perhaps at least being driven by the eBike philosophy that you basically lease the motor for 2yrs during which you aren't allowed to do maintenance and the motor company will try and dodge replacing it or may keep it months out of that 2 yrs and after that, when it fails you have a expensive, heavy brick??
Its got nowt to do with Ebikes. Not sure why you inferred that. In fact theres nothing in that users answer concerning ebikes, just the general about warranty claims regarding bicycles and bicycle manufacturers.
Other than in the eBike world you are completely dependent on warranty as the motors are designed to fail but not allowed to do ANY maintenance on motors or batteries without voiding warranty.
People have had warranty denied after for example using a 3rd party app to read battery health (that has been hidden from the end user) or because fingerprints were found on the internal case (even though it hasn't been opened as its welded shut) AND when it does fail you can't buy all the parts to repair because the manufacturer refuses to sell them.
.. AND YET "people" keep buying them so "people" must be saying "we are OK with this model"
AND when it does fail you can’t buy all the parts to repair because the manufacturer refuses to sell them.
Depends which motor
finally I am pleased to report that I will be getting a replacement from Giant
Turn it down! Out of principle! 😆
(About bleeding time really)
tjagain
Depends which motor
I should have said eMTB ...
I'm open to which motor manufacturer sells ALL replacement parts? (compare to a fork where I can buy new CSU, lowers, parts for damper, parts for air / coil)
They all have their specific "don't sell" parts or sell a new motor (with the exception of Bafang).
e.g. Bosch doesn't sell the main board etc. so any water damage the motor is toast
Shimano don't sell torque sensor or boards (or spindles).. etc. etc. but they will sell a £70 bit of plastic or £10 standard bolt..
.. but anyway, the point really is "people" seem happy with this model (or don't read the warranty) as "people" keep buying (look at sales of eBikes to real bikes)
And finally I am pleased to report that I will be getting a replacement from Giant
Great news. So glad of this outcome as it was looking bleak in the early days of this thread
....cant say my opinion of Giant has improved despite the result though, damage is done
It’s now that the op, replacement frame firmly in his grubby little hands, admits he snapped it in two after casing a 30 foot double with only 2 inches of seatpost inserted..
That would make me chuckle….😂
Lets not let this slip away into obscurity until they rewrite their warranty.
We're looking at a pair of ebikes for missusalz's folks to use when they're over, as they rent every time and it'll probably work out cheaper just to have a pair. Can honestly say after this thread that Giant are absolutely out of the running.
Maybe full membership is in order to show gratitude?! 😎
Maybe full membership is in order to show gratitude?!
**** me, you're right.
That is a bit embarrassing isn't it.
C'mon OP, sort your shit out.
Perhaps Ian/Giant could gift him a full membership by way of apology..
2 things I take from all this.
1. Never trust Giant.
2. Never trust the bike shop you used (which one was it ?)
What, no updates? Odd.
