I started out in the bike biz in 1981 and stayed in it full time and part time until 2 years ago. Worked in shops that sold Giant, Specialized, Trek, 3 Rensho, Guru, Serotta, Santana, Burley, GT, Cannondale, Framed, Scott, Jamis, Miyata, Fuji, Cycle Pro, etc, etc, etc. You get the picture.
Every shop I have worked in always bellyached about their bike suppliers not supporting them, not honoring warranties, etc. etc. etc. Please, take it with a grain of salt when some shop rat whines about the big three or the smallest three lacking in shop support, customer support or whatever support. Everyone moans and complains to those that will listen.
My experience with Giant was always exceptional right up to when I walked away from the industry for good, and my friends still in the biz pay nothing but compliments to the Giant support team. Nuff said.