Giant Frame Replacement under warranty - experience?
Discussion
Hi,
I discovered a crack in my 2012 Giant XTC frame over the weekend, will be returning it to the Giant Store where I purchased it from later today (if the rain stops!)
just wondering if anyone has had experience of Giants replacement - time scales etc?
I've had a couple of frames crack in the past - Cove (6months), Pace (few days)
I discovered a crack in my 2012 Giant XTC frame over the weekend, will be returning it to the Giant Store where I purchased it from later today (if the rain stops!)
just wondering if anyone has had experience of Giants replacement - time scales etc?
I've had a couple of frames crack in the past - Cove (6months), Pace (few days)
I dropped it in at lunch time, they said they may be a response back later today if not tomorrow - I wasn't expecting anything that quick but will see what happens 
I was told they hold stock of old frames upto 7years old so chances are I'll get a like for like replacement if not they only do carbon versions now so don't know what will happen if they are unable to provide alloy - free upgrade?
I was told they hold stock of old frames upto 7years old so chances are I'll get a like for like replacement if not they only do carbon versions now so don't know what will happen if they are unable to provide alloy - free upgrade?
IMO they are the best in the business.
I cracked my 2015 Reign frame last summer whilst in Canada, all they wanted was a couple of pictures, they offered to ship a replacement frame out to Whistler, and have the local Giant store build it up for me at no extra cost.
I said I was happy to wait the few weeks as it wasn't in a terminal spot. The frame was sat waiting for me upon arrival back home. They also included a brand new rear shock (Rock Shox Monarch Plus RC3), which I had upgraded anyway - I contacted them about having the shock back & they said keep it as a spare for the inconvenience
There is something to be said for riding some mainstream tat - the customer service levels are so far beyond that of nearly every other 'boutique' brand out there, it's comical.
I cracked my 2015 Reign frame last summer whilst in Canada, all they wanted was a couple of pictures, they offered to ship a replacement frame out to Whistler, and have the local Giant store build it up for me at no extra cost.
I said I was happy to wait the few weeks as it wasn't in a terminal spot. The frame was sat waiting for me upon arrival back home. They also included a brand new rear shock (Rock Shox Monarch Plus RC3), which I had upgraded anyway - I contacted them about having the shock back & they said keep it as a spare for the inconvenience
There is something to be said for riding some mainstream tat - the customer service levels are so far beyond that of nearly every other 'boutique' brand out there, it's comical.
Right my tale...
I bought my TCX cross bike from a non Giant dealer which was my local bike shop.
After a year, the seat post became stuck fast and the downtube started to show a lot of bubbling. The shop where I bought it from was not interested in helping as they were not a Giant dealer. Giant said I should take it to a Giant dealer for help and that I could not deal with them directly.
I took it to a local Giant Dealer who sent the frame back to Giant. It took them 3 months to replace the frame which meant I missed half the CX race season. When the frame came back, they'd sent me an upgraded frame which was good. However, the fork now needed a through axle wheel so I had to put on my old QR fork.
So, Giant goodish - LBS, bad.
I have subsequently bought a TCR Advanced from them which one of the carbon wheels is showing a potential fault so we'll see how they deal with that.
Steve
I bought my TCX cross bike from a non Giant dealer which was my local bike shop.
After a year, the seat post became stuck fast and the downtube started to show a lot of bubbling. The shop where I bought it from was not interested in helping as they were not a Giant dealer. Giant said I should take it to a Giant dealer for help and that I could not deal with them directly.
I took it to a local Giant Dealer who sent the frame back to Giant. It took them 3 months to replace the frame which meant I missed half the CX race season. When the frame came back, they'd sent me an upgraded frame which was good. However, the fork now needed a through axle wheel so I had to put on my old QR fork.
So, Giant goodish - LBS, bad.
I have subsequently bought a TCR Advanced from them which one of the carbon wheels is showing a potential fault so we'll see how they deal with that.
Steve
Update, 12 weeks have been and gone, no frame to show for it..
Visited the store and they have been unable to get hold of their warranty contact, so thought I'd give Giants complaints/warranty line a call.
Seemed my replacement frame hasn't even been manufactured yet so was offered a 2016 Carbon version but with a 7 week wait (poss longer!) - didn't think this was great, so now they've given me a guaranteed replacement date and offered a 2017 XTC Advance 3 29er as a replacement... It's going to be a bit of a wait but will be a good result in the end...
Visited the store and they have been unable to get hold of their warranty contact, so thought I'd give Giants complaints/warranty line a call.
Seemed my replacement frame hasn't even been manufactured yet so was offered a 2016 Carbon version but with a 7 week wait (poss longer!) - didn't think this was great, so now they've given me a guaranteed replacement date and offered a 2017 XTC Advance 3 29er as a replacement... It's going to be a bit of a wait but will be a good result in the end...
So still thinking there may be a catch but, I collected the new bike;
Will have a play with the set up at the weekend, the stem looks like it needs lowering / flipping, I'm not sure what the forks are like, SR Raidon?
Already planning the upgrades;
The rear end feels heavy, I have a set of hope wheels to put on which should improve that a bit.
The break levers look huge, maybe an upgrade needed.
Forks - tempted to go rigid, but all I can find seem to be cheap eBay forks or expensive - any recommendations around £200?
Will have a play with the set up at the weekend, the stem looks like it needs lowering / flipping, I'm not sure what the forks are like, SR Raidon?
Already planning the upgrades;
The rear end feels heavy, I have a set of hope wheels to put on which should improve that a bit.
The break levers look huge, maybe an upgrade needed.
Forks - tempted to go rigid, but all I can find seem to be cheap eBay forks or expensive - any recommendations around £200?
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