View Full Version : Giant quality and customer service
Hi everyone,
I bought an 07 Giant Thermo 1 and have had problems since day one (still do).
You can read the story here:
http://www.bikeforums.net/showthread.php?t=317525
Im wondering if anyone from Giant can help me with some touch up paint (Clay Gray), and was wondering if anything can be done about renewing the warranty as 6 months has been spent trying to sort it out and it hasn't been ridden anywhere but to and from the bike shop for "repairs".
Dealing with the Giant reps here seems pointless, any help would be appreciated.
Scott.
Spiduhman
11-19-07, 08:14 PM
Hey Scott,
My experience - VT3 frame cracked where toptube meets seatpost; I called the shop, wanting to know if I bring in the frame, how long, etc.
After a smidge of hassle - you havta bring in the WHOLE bike , yadda - he backed off when I pointed out that he, over there, said it was o.k. t' strip the frame myself and save $100. Four days later, a brand new VT1 (cooler paint), AND they mounted the rear triangle for me, thanks.
Not too bad!
So, in my case the SHOP took care of me, THEY dealt with the next step, the distributors in L.A., where the warehouse with stockpile of stuff for warrantee (yeah, they keep a warehouse of stuff on hand for US, the folk with out of production but still in warrantee frames) is.
So, maybe go up the Giant chain.
biffstephens
11-19-07, 08:24 PM
I have a friend that has had like 3 Giant Mtn bikes.....entry level full suspension....
Giant was great at replacing them....150% GREAT...my vote is on the bike shop....call Giant...tell them the issue....
I bought a Giant for there customer service....I never had to use it..
DieselDan
11-20-07, 06:18 AM
I read your grip about pulling to the left. Ever thought it could just be the crown of the road?
Hey,
we've been in touch with Giant, they kept saying nothing was wrong, until the frame builder looked, then they said they would fix it.
But now the repair seems incomplete and I don't know what to do about it, no one seems to or wants to help.
DieselDan (http://www.bikeforums.net/member.php?u=5039): It dosnt seem to pull as much now that it is slightly more aligned.
Scott.
Does any one know if Giant read this?
Does any one know if Giant read this?
The good news is that I know people at Giant's US headquarters. The bad news is that you're in Australia. Even though your dealer or the importer should be the one to handle this (Australia's consumer protection laws are pretty tough) I will see what I can do for you. But it will have to wait until Monday before I can contact them.
Hey Brian, thanks for trying to help, just wondering if you have heard anything yet.
Whoa, I suck. Sorry I didn't respond sooner. I'm out of luck as far as getting you assistance direct from Giant. I can only refer you back to your dealer. Take Mark Read with you.
Thanks for trying Brian, Do you mean Chopper?
I wish I had someone like that to take with me because they just will not help. Im not sure what to do, just have to live with it I suppose.
I could try to put in a complaint with Consumer Protection about the repair, but Im sure that will not help.
Im wishing I didn't get a Giant now.
Thanks for everyones help.
Scott.
Anyone else have a contact at giant that they could mail and see if they can help?
I have written a letter to them, they still haven't replied. They just don't seem to care.
Scott.
Fissile
09-21-08, 09:15 PM
Did you try this? info@giantbikes.com.au
Send them a nice email. If that doesn't get their attention, send them a nasty, psychotic email, and tell them that you've been trashing their biz on an internet forum. If you're the shy type, I'll be happy to kick corporate ass for you.
Hey Fissile
I have sent an email to that address a while ago, still have got no answer. I will try again.
If I get no response again, I would really appreciate your help.
I'll see the US Giant rep tomorrow, and ask who the contact would be.
Hey,
Got a response to my email from Giant.. says they are happy to help and will get their local agent to have a look.
lol thats what happened at the start. round and round in circles.
Thanks Brian, but I don't see a point now, they just send me around in circles. This is the first response I have had from them and its no help.
I have spent so much time on this I wont bother any more.
Scott.
^^^
Try calling them and talking about it, I've found it to be much more effective than emails when there is a problem which hasn't been addressed.
Ziemas, my Dad did make phone calls to them he told them the whole story, they asked has it been ridden he said yes, only to and from the bike shop. They say too bad, it's been ridden, theres nothing we can do. End of conversation. They hang up. This was a few months ago now.
It has been so much trouble from day one, a bent brake barrel adjuster worth like 1c was a hassle to get replaced. After the brake was apparently "repaired" because it "pulsed", it had very little power but didnt pulse, so I cleaned the pads and got this black greasy stuff off, the power is mostly back.. but "pulses" again.
So far all we've managed to get fixed was the barrel adjuster.
The "repairs" include:
greasing(?) the pads to stop them "pulsing"
filing the dropouts on a brand new bike to align them
I'm not sure whether the bike shop, giant or the frame builder did the brakes, but whoever put that grease(?) on them should not be around bikes!
From giants "our story" web page
“From the time the tubing is drawn to when the fully assembled bicycle is sitting on the showroom floor, Giant's quality control and customer service is second to none.”
customer service second to none..? :/
Scott.
In the response to the email I sent giant, they wanted my phone number to talk about it, which I sent. I got a phone call yesterday and they first wanted to know the problem, then they said "what do you want me to do about it" they said "one of Australia's best engineers repaired it".
All I want is it to be repaired to what a new bike would be, no filed dropouts to align them, and a properly working rear brake.
I realize this is not a bike from their high end line, but that shouldn't mean customers wont be looked after. giants attitude is the same on the phone as it is in person, they dont want to help me.
All this over a fault that could and should have been rectified from the start.
I think the head of giant bikes should look into the people running giant in Australia and do something about the lack of service.
WORST CUSTOMER SERVICE EVER!!
Former Giant customer,
Scott.
^^^^
Honestly at this point I'm beginning to question whether or not are being reasonable. From what you have said Giant has contacted you, sent the bike for repair, and determined that everything is okay. Nearly a year latter you are still banging on about it, which tells me that you have some serious emotional investment in the small matter of a bicycle, which leads me to question how you are dealing with the people who are trying to help you.
Fissile
10-07-08, 05:52 PM
^^^^
Honestly at this point I'm beginning to question whether or not are being reasonable. From what you have said Giant has contacted you, sent the bike for repair, and determined that everything is okay. Nearly a year latter you are still banging on about it, which tells me that you have some serious emotional investment in the small matter of a bicycle, which leads me to question how you are dealing with the people who are trying to help you.
I have three words for you: Vlad the Impaler. You know what I'm talking about. Now go hide under your bed.
Ziemas, giant only contacted me recently, they ignored my emails and letters all this time.
Consumer protection organized the repair, not giant, they still think nothing is wrong, the frame builder could see that the frame was not aligned just by looking.
The rear brake is not working properly, anyone who rides it can tell.
But im not reasonable thinking a new bike should act like new?
I have three words for you: Vlad the Impaler. You know what I'm talking about. Now go hide under your bed.
You are a seriously disturbed troll and ankle biter. Please stop following me around the forum and posting such pointless things.
Ziemas, giant only contacted me recently, they ignored my emails and letters all this time.
Consumer protection organized the repair, not giant, they still think nothing is wrong, the frame builder could see that the frame was not aligned just by looking.
The rear brake is not working properly, anyone who rides it can tell.
But im not reasonable thinking a new bike should act like new?
It's no longer a new bike, as it's well over a year old. I have a sneaking suspicion that this wasn't handled well from the beginning from either side.
As for the brake, if you are not happy with it's performance why don't you just adjust it yourself? It's not terribly difficult.
Also, is this the first 'nicer' bike you bought? Perhaps you have expectations that are a bit too high......
Ziemas, choose your battles, and don't make this one of them. It's just not worth it.
Ziemas, choose your battles, and don't make this one of them. It's just not worth it.
Huh? I'm not looking for a battle. I can't have an opinion? :rolleyes:
Huh? I'm not looking for a battle. I can't have an opinion? :rolleyes:
It's just not worth arguing over. At the end of the day, you will have wasted time online for nothing.
?
why do people think this is my fault? I have not been rude to anyone.
Yes the bike is a year old, its still has less than 200kms on it. But while it was in warranty, on the second day I had it I couldn't get help.
The brake problem is not an adjustment problem, there is something wrong with it.
The bike I previously had which was stolen after a year that I owned it, I had no problems with, it wasn't a giant but it was around the same price.
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