Giant - Good Customer service

sswiss

Firstly a big up to my LBS and Giant.

I noticed what I thought was frame crack in my 2011 Giant Rapid, took to the LBS who confirmed, forwarded photos onto Giant and crossed fingers.

Low and behold a brand new Rapid turned up as a replacement.

The downside is that my model has been slightly downgraded since I first bought it, (ie back in 2011 there was no model 0 or advance, just 1, 2 and 3 ) - can't complain really.

The real pain is the mudguards - the old ones won't fit. Anybody got any ideas which mudguards best fit the Giant Rapid?

LiveGiantlyAgain

sswiss wrote:

Firstly a big up to my LBS and Giant.

I noticed what I thought was frame crack in my 2011 Giant Rapid, took to the LBS who confirmed, forwarded photos onto Giant and crossed fingers.

Low and behold a brand new Rapid turned up as a replacement.

The downside is that my model has been slightly downgraded since I first bought it, (ie back in 2011 there was no model 0 or advance, just 1, 2 and 3 ) - can't complain really.

The real pain is the mudguards - the old ones won't fit. Anybody got any ideas which mudguards best fit the Giant Rapid?

Can't help on the mudguards part BUT I agree totally with Giant giving the best customer service..

St Paul's is my preferred branch.....they are the best!!

MrSweary

LiveGiantlyAgain wrote:

St Paul's is my preferred branch.....they are the best!!

Went in there with the wife to look for a new bike. Despite the place being virtually empty the staff simply refused to acknowledge her - she asked if someone could help and was ignored. The second time she asked the guy mumbled something and wandered off and started serving a bloke who'd just wandered in. Mistake. Wife steamed over and loudly called him out. Cue very red faced assistant.

I was watching from a distance as i perused bike porn thinking to myself 'someone is going to get an earful here'. I love my wife!

She got a Tokyo Bike Bisou in the end from bike shop in Hastings, run by a lady who got fed up of being patronised by blokes in bike shops!

LiveGiantlyAgain

MrSweary wrote:

LiveGiantlyAgain wrote:

St Paul's is my preferred branch.....they are the best!!

Went in there with the wife to look for a new bike. Despite the place being virtually empty the staff simply refused to acknowledge her - she asked if someone could help and was ignored. The second time she asked the guy mumbled something and wandered off and started serving a bloke who'd just wandered in. Mistake. Wife steamed over and loudly called him out. Cue very red faced assistant.

I was watching from a distance as i perused bike porn thinking to myself 'someone is going to get an earful here'. I love my wife!

She got a Tokyo Bike Bisou in the end from bike shop in Hastings, run by a lady who got fed up of being patronised by blokes in bike shops!

So there really are two sides to every coin :shock:

MrSweary

LiveGiantlyAgain wrote:

So there really are two sides to every coin :shock:

Who'da thunk it?

j_mcd

Mmm, while they replaced my cracked Defy Advanced frame, they also did it with the maximum amount of grumbling. The service I got in the shop in Guildford wasn't great either and the whole bike had a feel of a "friday afternoon, post pub build".

My favourite bit, when I asked to book my bike in for a service they said that they didn't do that. As they were so busy my best bet would be to drop off the bike and they'd get round to servicing it when they could. When asked what I could do without a bike for up to two weeks they suggested that it was my problem, not theirs.

TLDR: Nice bike, crappy quality and terrible service.

The Rookie

I've seen patronising bike shops, I've also seen good ones.

In any particular shop the staff on duty at THAT time can be the difference between good or bad in many cases.

imatfaal

The Rookie wrote:

I've seen patronising bike shops, I've also seen good ones.

In any particular shop the staff on duty at THAT time can be the difference between good or bad in many cases.

Indeed - even the same staff can be very different depending on mood. I swore I would never go back to one LBS - but was stuck and the same staff member who had been patronising and rude the first time was as nice as pie.

Foolish for Giant to let themselves down like that - need a bit of friendly staff eduction; not much point in starting a special brand celebrating women's cycling and then adopting a patriarchal or downright sexist attitude

Olas

Seconded for St Pauls branch, even though I bought the bike from Pedalon (due to great discount). Great advice for free

Do most servicing myself but had two broken spokes replaced and wheels trued on my P-SLR1 wheels within 3 hours and still running true a year later. £40 all in.

bradsbeard

I have to say my experience buying a new bike for the St Pauls branch was not good.

Di2 had not been checked and was all over the place and both discs rubbed on the Defy Advanced 0 I bought. £2.6k I expected far better.

thistle_

sswiss wrote:

Low and behold a brand new Rapid turned up as a replacement.

A whole new bike or just a new frame?

The Rookie

sswiss wrote:

Low and behold a brand new Rapid turned up as a replacement.

The downside is that my model has been slightly downgraded since I first bought it, (ie back in 2011 there was no model 0 or advance, just 1, 2 and 3 ) - can't complain really.

I think his post made it clear!