A Giant Waste of Time!

[Gary E]

Two weeks ago I bought a new bike for my sons up-coming birthday. I bought the bike from a Giant main dealer. I was told it would be ordered in and should be available in mid-May. This was perfect as his birthday is at the end of that month. I paid the deposit and sat back to wait.

24 hours later they called me to tell me the bike was in and could I please come and pick it up as they don't deliver!

A 120 mile round trip later (after having to find the balance 2 months earlier than expected) I got the bike home.

I looked the bike over and found that the spoke protector was split and about to fall off. After searching around for a replacement I decided to give Giant a call (the bike is under warranty after all).

Despite giving their technical department the model and year, the frame number, the number of spokes on the wheel and the cassette size they struggled to find the correct replacement, at first telling me that it must be a discontinued item (the bike is the 2012 Escape 3) and sent me completely the wrong item.

I just called them again, and their reply?....

...sorry mate, can't help ya!

I was planning to buy a new road bike next month and was torn between a Giant Defy 4 or possibly a 3. I now think I'll look elsewhere!

 

[SpokeyDokey]

That's crap service.

 

[MrJamie]

Maybe leave it another day and call them again, see if you get someone different. Awful service though, the one time i emailed them with a question i didnt even get a reply. Its a shame because i really like their bikes!

It looks like its something you could buy and have fitted by your LBS pretty cheaply if it comes to that.

 

[Gary E]

I've actually called them twice already, as well as calling 2 different main dealers (I was trying to keep the post short!)

I've tried just about everywhere (including calling/emailing Chain Reaction, Merlin Cycles, Wiggle and a couple of LBS) the problem is it's a mega-range cassette (34 teeth) so needs a larger than normal protector.

I know the spoke protector isn't vital but as it's a present for my son, who doesn't have a lot of experience with bike maintenance, I wanted to have it fitted just for peace of mind in case he plays with the deraileur and gets it wrong

The combination of - 160mm outer diameter, 36 spoke spacing, freewheel cassette just seems to be too out of the ordinary (I've just ordered an over-sized 188mm one so hopefully I can cut it down a bit).

For the record I bought a Giant Escape 4 last year for myself and it has been absolutely great which is why I've bought 2 more Giants since and recommended them to my mates.

Once I calm down, I'll probably decide that this one small point isn't worth putting me off the whole brand. But boy did their attitude stink! A company that size must get plenty of returned/damaged bikes, how difficult would it have been to unscrew a cassette from one and send me the bloody spoke protector? or at least sound a little more interested in helping me?

....and breath!

 

[Dayvo]

Try and contact someone 'higher' up in the company and let them know of your (justifiable so) dissatisfaction.

 

[fossyant]

A family size pie plate will do ya. ;-)

Sent from my HTC Desire using Tapatalk

 

[fossyant]

A family size pie plate will do ya. ;-)

Sent from my HTC Desire using Tapatalk

 

[Dayvo]

A family size pie plate will do ya. ;-)

Sent from my HTC Desire using Tapatalk

A family size pie plate will do ya. ;-)

Sent from my HTC Desire using Tapatalk

And so good it is, you sent it twice!

 

[TVC]

And so good it is, you sent it twice!

Posh phone, no idea how to use it

 

[Peteaud]

Crap service, big company and dont care attitude.

I will not buy certain makes of things ecause of this sort of attitude.

 

[fossyant]

And so good it is, you sent it twice!

Double portion ! Doh !

 

[potsy]

Posh phone, no idea how to use it

All the gear, no idea

 

[vernon]

Crap service, big company and dont care attitude.

I will not buy certain makes of things ecause of this sort of attitude.

But surely you've made an initial purchase to form an opinion of the trader(s) in question.

 

[Peteaud]

But surely you've made an initial purchase to form an opinion of the trader(s) in question.

Yes of course, but if things go wrong, and they do i, expect them to be put right.

Lots of companys dont care as soon as they have the cash, that why in some cases i will never buy that make / brand again, if i have been given the run about. If things are orrected then no problems as everyones entitled to a mistake.