Giant Defy cracked carbon?

chapperz

I've had my Defy Advanced 3 for just under a month and have only done around 100miles on it so far. Giving it a light clean today I noticed what appears to be a crack in the carbon frame, behind the seatpost.





Normally, I would take it back to the lbs and get them to check it out. Unfortunately, because it was 2015 bargain, I bought it from an lbs online... from Ireland.

I spoke to them about it today and they have said they will need to speak to Giant on Monday, send them the photos and go from there. I asked can I not just return it directly to them (lbs) for replacement/refund as it is still within 30 days of purchase. They said that I could send it to them but they would just do the same and contact Giant once they had it.

Am I right in thinking that because it has become faulty within 30 days of purchase I should be able to return it for a full refund without the hassle of Giant replacing the frame? Going by the Consumer Rights Act this should be correct? Do the same laws apply in Ireland?

Any thoughts appreciated...

sungod

the transaction is under the law where the retailer is based, eire

irrespective of that, you also have protection under eu rules...

you can cancel the purchase and return goods within 14 days, but it sounds like you are past that

aside from that, you have minimum two year guarantee

this tells you more...

http://europa.eu/youreurope/citizens/co ... dex_en.htm

so far it sounds like the retailer is acting reasonably, i'd wait and see what the response is, otherwise you need to check eire consumer law

chapperz

Thanks. Yes unfortunately over the 14 days, it's been about 26 days I think. It's only that I have read stories of Giant taking over 3 months to replace frames before! Thought the whole refund thing (if it were possible) would just save a lot of hassle.

Even more annoyingly, the more I think about it, I think there was the tiniest of marks on there when it arrived, but I thought it was just a small crack in the paint and it wasn't worth moaning about because of the hassle of returning it.

sloppyschleckonds

Canyons fault

Rev0Knuckle

Giant usually have excellent warranty support. It wasn't a frame but Giant had to replace some wheels for me under warranty not too long back due to dodge spokes. I dealt with them directly and they were excellent. Newer (upgraded) wheels were with me within a week, hardly any questions were asked. May be worth cutting out the middle man and going straight to the manufacturer? Do you have a Giant store near to you?

kajjal

You could always ask Giant if you could use a UK dealer to look at it if it needs further investigation. Just wait and see what happens.

ovi

I had a Giant frame changed under warranty at the end of last year with no problems and only took a couple of weeks. A LBS sorted it out even though it was bought elsewhere and I just needed proof of purchase.

dj58

Did you register your bike with Giant on their UK website, if so you should be able to go to a local Giant dealer and have them deal with the warranty claim.
http://consumer.giant-bicycles.net/defa ... country=gb

antsmithmk

SloppySchleckonds wrote:

Canyons fault

My canyon bought from wiggle had this problem too

debeli

There is a reason why these things can be difficult to sort out.

I flip the thing up the other way and pay that little bit extra to source parts and bikes from my LBS.

The service has always been excellent, things have been replaced with no questions asked, almost all the advice sought has been splendid.

For that, I might pay a little extra here and there.... but I do not get left with a possibly cracked frame and nobody I can physically give it to to address the matter.

We all make choices. I am mocked (often) for my loyalty to my LBS. It clearly costs me a little extra, but I prefer the security of knowing the person with whom I'm dealing.

It appears you do not. I wish you well and am sure that your problem will be addressed to your satisfaction.... but these things do happen when we do business with people we've never met and of whom we know little.

I shall start soon to post on this forum with topics like: "I get excellent customer service and live five minutes from my LBS, but why am I paying so much more than if I bought from a website based in Ireland?"

Not really.... just kidding. I know why. And am happy to pay it.

spaceman147

Worse case scenario

https://www.facebook.com/targetcomposites/?fref=nf

vrsmatt

I had a frame replaced by Giant via LBS and the whole thing took less than 14 days to get the rebuilt bike with a new frame back to me

:-)

darkhairedlord

That's not a crack,



Now that's a crack!

gaffer_slow

out of interest what frame color was the replacement?

Giant are pretty good with warranty. they have 12 months on the paint, so even if it wasnt a crack you would have got a replacement.

@ Debeli : i pretty much agree with you 'in principal'. but sometimes the LBS premium is too much for my wallet to bear.

If i see a bargain NOS frameset @ 55% off. the LBS (even with a generous discount) just cant really compete.

chapperz

So a quick update... after a few conversations between myself, the bike shop in Ireland and with Giant, they have agreed to replace the frame. Even better they have agreed to do it through my local Giant bike shop a couple of miles down the road! Thanks to ovi for mentioning this!

Only downside is that they can't replace with the same frame colour. They can only offer a european black frame or a white and red frame. Bit gutted about that tbh but pleased with being able to get it sorted locally.

Oh and the lbs will also take apart the current bike and rebuild the new bike, all costs covered by Giant!

spaceman147

chapperz wrote:

So a quick update... after a few conversations between myself, the bike shop in Ireland and with Giant, they have agreed to replace the frame. Even better they have agreed to do it through my local Giant bike shop a couple of miles down the road! Thanks to ovi for mentioning this!

Only downside is that they can't replace with the same frame colour. They can only offer a european black frame or a white and red frame. Bit gutted about that tbh but pleased with being able to get it sorted locally.

Oh and the lbs will also take apart the current bike and rebuild the new bike, all costs covered by Giant!

Bloke at my LBS has always said that Giant are really good to deal with if things go wrong.

Take note Canyon!

mamba80

spaceman147 wrote:

chapperz wrote:

So a quick update... after a few conversations between myself, the bike shop in Ireland and with Giant, they have agreed to replace the frame. Even better they have agreed to do it through my local Giant bike shop a couple of miles down the road! Thanks to ovi for mentioning this!

Only downside is that they can't replace with the same frame colour. They can only offer a european black frame or a white and red frame. Bit gutted about that tbh but pleased with being able to get it sorted locally.

Oh and the lbs will also take apart the current bike and rebuild the new bike, all costs covered by Giant!

Bloke at my LBS has always said that Giant are really good to deal with if things go wrong.

Take note Canyon!

My cracked Canyon cf SLX Mtb frame (18months old) took 2 weeks to be replaced, they gave me £120 for a LBS to rebuild + cables and BB but i did it myself, they also sent me some riding kit as a sorry and i got a call from their product design manager in Germany to explain why it happened and that i d be receiving a team issue frame, a year newer than my one.

Giant do appear to be one of the better ones but the guy who supports his LBS, he is right, face to face and a personal relationship is always better when things go wrong, as is buying with a CC