Giant Defy broken frame,poor response from Giant...

MarkC2

Hi,

Anyone else have issues with Giant and breaking frames and flawed warranties? Sorry in advance for the long description...

Bought a Giant defy 3 last year after hearing it was the best buy, great build and a manufacturer that stands by their products. 16 months in and the frame cracked & broke between crossbar and seat post. I am average build and 5ft8in so wasn’t a seatpost height issue, rather a defective build or design. That’s on top of bottom bracket failing after 12months, broken spoke, and pedals fell apart after 1 month… they say you pay for what you get, but surely €850 should get you more than that.

Anyway, brought back to LBS 7 weeks ago and still waiting for the bike to be returned. Thankfully they gave a loan of a bike until it was repaired as I commute circa 35km a day, but getting very frustrated at Giant Ireland and UK. Apparently, Giant have replaced, or “upgraded” the frame to that from a Defy 0 or Defy 1 – I can’t see any difference myself in their specifications for the Defy 3 and the Defy 0 (only the “aluminium steerer”). The problem with this is that the Defy 0 frame needs a press fit bottom bracket and hollowtech II chainset, whereas my original one was a square taper (which I had just replaced a few weeks prior to the frame cracking). I have seen the correspondence between the LBS and Giant UK and Giant UK don’t seem to care. Giant UK response: “The compatibility issue of the new frame being a bb86 fitment not a threaded one is part of the upgrade of those frames, we will not cover the replacement of that of to this frame as the warranty is on the frame not its components, these details are detailed in the warranty manual. I am sorry to inform you of this...” Thanks Giant, you’re sound, sorry my ar$e…

So now I am left with a bike with no chain set or bottom bracket which will be an extra inconvenience (and unnecessary) expense for me… LBS trying to help (they no longer have an account with Giant) but surely Giant need to have the balls and look after their end-users..? If it was a Defy 0 Composite that broke would I get the same attitude?

Anyone else have issue with Giants somewhat flawed warranty??? Interested to know how other bike manufacturers look after their users? How did they look after you, if at all?

Thanks

07Lapierre

MarkC2 wrote: »

Hi,

Anyone else have issues with Giant and breaking frames and flawed warranties? Sorry in advance for the long description...

Bought a Giant defy 3 last year after hearing it was the best buy, great build and a manufacturer that stands by their products. 16 months in and the frame cracked & broke between crossbar and seat post. I am average build and 5ft8in so wasn’t a seatpost height issue, rather a defective build or design. That’s on top of bottom bracket failing after 12months, broken spoke, and pedals fell apart after 1 month… they say you pay for what you get, but surely €850 should get you more than that.

Anyway, brought back to LBS 7 weeks ago and still waiting for the bike to be returned. Thankfully they gave a loan of a bike until it was repaired as I commute circa 35km a day, but getting very frustrated at Giant Ireland and UK. Apparently, Giant have replaced, or “upgraded” the frame to that from a Defy 0 or Defy 1 – I can’t see any difference myself in their specifications for the Defy 3 and the Defy 0 (only the “aluminium steerer”). The problem with this is that the Defy 0 frame needs a press fit bottom bracket and hollowtech II chainset, whereas my original one was a square taper (which I had just replaced a few weeks prior to the frame cracking). I have seen the correspondence between the LBS and Giant UK and Giant UK don’t seem to care. Giant UK response: “The compatibility issue of the new frame being a bb86 fitment not a threaded one is part of the upgrade of those frames, we will not cover the replacement of that of to this frame as the warranty is on the frame not its components, these details are detailed in the warranty manual. I am sorry to inform you of this...” Thanks Giant, you’re sound, sorry my ar$e…

So now I am left with a bike with no chain set or bottom bracket which will be an extra inconvenience (and unnecessary) expense for me… LBS trying to help (they no longer have an account with Giant) but surely Giant need to have the balls and look after their end-users..? If it was a Defy 0 Composite that broke would I get the same attitude?

Anyone else have issue with Giants somewhat flawed warranty??? Interested to know how other bike manufacturers look after their users? How did they look after you, if at all?

Thanks

Wow...all in 12 months? How come you had to replace the BB so early?

MarkC2

07Lapierre wrote: »

Wow...all in 12 months? How come you had to replace the BB so early?

It just packed in, knocking & grinding sound, heard that it is kind of common but not after such a short time...

Mycroft H

You bought the bike off the shop. Deal with them, the shop should sort you out first and they should deal with the supplier.

Dunno why bikes seem to be the exemption with this. Sale of Goods and Supply of Services act is all you need.

Have a look at citizens information for more. Can't link, I'm on the phone.

Edit: reread that there. Seems the bike shop was in communication with Giant and thier not perticularly interested as their not an agent anymore.

Still bad form. Contract is with the shop. They've to supply goods of merchantable quality. Dont be fobbed off with a response from Giant.

yop

Mycroft H wrote: »

You bought the bike off the shop. Deal with them, the shop should sort you out first and they should deal with the supplier.

Dunno why bikes seem to be the exemption with this. Sale of Goods and Supply of Services act is all you need.

Have a look at citizens information for more. Can't link, I'm on the phone.

Sale of goods is with the shop and they will have to deal with Giant. You certainly have a case IF the issues aren't down to normal wear and tear/abuse of the bike if that makes sense. Good luck with it.

MarkC2

Thanks for the replies, agree that the contract is between me and the LBS. They have agreed to foot the bill for the chainset and BB replacement so that's a good offer.

Still though, Giant's approach is rather frustrating, they had sent the wrong frame out at one point aswell. Wont be buying another Giant if that is their way of dealing with it.

Heard that Lapierre's approach would be totally different but no examples to prove it...might consider them instead for the next purchase

fat bloke

I'd have thought if the shop were any use, they'd sort you out first and then argue their own case with Giant.

Craig06

MarkC2 wrote: »

Thanks for the replies, agree that the contract is between me and the LBS. They have agreed to foot the bill for the chainset and BB replacement so that's a good offer.

Still though, Giant's approach is rather frustrating, they had sent the wrong frame out at one point aswell. Wont be buying another Giant if that is their way of dealing with it.

Heard that Lapierre's approach would be totally different but no examples to prove it...might consider them instead for the next purchase

Lapierre changed the fork on my xelius this year no questions asked as after 2 months the paint on the drop outs flaked off a little bit.

ragazzo

MarkC2 wrote: »

Thanks for the replies, agree that the contract is between me and the LBS. They have agreed to foot the bill for the chainset and BB replacement so that's a good offer.

Still though, Giant's approach is rather frustrating, they had sent the wrong frame out at one point aswell. Wont be buying another Giant if that is their way of dealing with it.

Heard that Lapierre's approach would be totally different but no examples to prove it...might consider them instead for the next purchase

Not sure if I am reading this correctly.

Giant have replaced your frame with the latest model. This has a press fit bottom bracket rather than the standard square taper type in the cracked frame.

The lbs have agreed to fit bearings and chainset into the new frame and you can transfer all the other parts over from the original bike.

If that is the situation then I think you got a good deal.

CramCycle

ragazzo wrote: »

If that is the situation then I think you got a good deal.

Maybe I am reading it wrong but Giant seem to be screwing the bike shop a little here in terms of the new crankset and BB.

MarkC2

Yes, you are right, but initially it was down to me to pay for the extras due to Giant supplying a different (not superior IMO) frame. The bike shop are taking the hit now rather than me, which is good, but giant seem to be distancing themselves from it somewhat

Yes, I think the outcome will offset some of the annoyance from the 2 months wait

Andy Magic

I have a Defy 3 and I regularly break BB's however, I was under the impression that this was normal for them to go and to get 12 months out of a BB is pretty good?

dantheman89

I am surprised by this. I am 16 stone and cover about 150km a week mixing between hills and flat and have had no issues with the frame.

I have no doubt that the bottom bracket that comes with the defy 3 is useless. I got about 9 months from mine and had to replace it (not under warranty as moving part).

I have had trouble with the wheels as I have broken a fair few spokes (covered by warranty). Other these two issues I am very happy with the bike. I just put down an order for a 2015 TCR advanced 1 and contemplating keeping the defy as a winter bike.

magicbastarder

dantheman89 wrote: »

(not under warranty as moving part).

is this common? most of the parts on a bike move!

codie

dantheman89 wrote: »

I am surprised by this. I am 16 stone and cover about 150km a week mixing between hills and flat and have had no issues with the frame.

I have no doubt that the bottom bracket that comes with the defy 3 is useless. I got about 9 months from mine and had to replace it (not under warranty as moving part).

I have had trouble with the wheels as I have broken a fair few spokes (covered by warranty). Other these two issues I am very happy with the bike. I just put down an order for a 2015 TCR advanced 1 and contemplating keeping the defy as a winter bike.

Just off topic for a sec .When did your bike shop say the TCR would be available

dantheman89

codie wrote: »

Just off topic for a sec .When did your bike shop say the TCR would be available

I have had an awful time on this:

GIANT: Told me 3 different times 1. January 2. December 3. February.
Penny Farthing: January
Cycle superstore: Feb/Mar

Got a manager in Giant who told me week 10 which is march but they will get it week 7. I ended up ordering from cycle superstore as they told me week 10 but they should get it quicker and gave me 100 quid off as a loyalty discount. Plus I like the guys there, great prices on extras and they are local for me.

P.S. All stores told me that the bike will be sold out by last week in Oct.

nok2008

codie wrote: »

Just off topic for a sec .When did your bike shop say the TCR would be available

I was told week 7 (mid Feb) by lbs when I ordered it. Giant told me late Jan.

MarkC2

Andy Magic wrote: »

I have a Defy 3 and I regularly break BB's however, I was under the impression that this was normal for them to go and to get 12 months out of a BB is pretty good?

Really? I know of other people that bought bikes (canyon & giant) at least a year before me and they haven't needed to replace the bb... Maybe they have less miles on the bike? true or not I dunno but I also heard that the "lighter more expensive" type bbs wouldn't last as long as the "more robust heavier" bbs like I had on the defy 3

H.E. Pennypacker

MarkC2 wrote: »

Heard that Lapierre's approach would be totally different but no examples to prove it...might consider them instead for the next purchase

My carbon Lapierre had some paint cracks but in my case the LBS (Cycle Superstore) sorted it out by replacing the entire bike with no hassle.

easygoing39

@dantheman89,there's no way that any shop in Ireland will have the bike in stock before the Giant store.

C3PO

07Lapierre wrote: »

Wow...all in 12 months? How come you had to replace the BB so early?

I'd be delighted to get 12 months out of a bottom bracket, particularly if you're commuting daily in all weathers!

CramCycle

My last BB lasted 3.5 years of daily commuting (about 120km a week along with at least one audax a month for those years.

C3PO

CramCycle wrote: »

My last BB lasted 3.5 years of daily commuting (about 120km a week along with at least one audax a month for those years.

I must be doing something very wrong so .... I get about 6 months out of a mountain bike BB and very lucky to get twice that out a road bike one. Standard Shimano XT/Ultegra - about 4-5 hours a week on each!

Had the same happen to me. Contacted the bike shop and they sent the broken frame back to giant, and I got a new frame.

CramCycle

C3PO wrote: »

I must be doing something very wrong so .... I get about 6 months out of a mountain bike BB and very lucky to get twice that out a road bike one. Standard Shimano XT/Ultegra - about 4-5 hours a week on each!

Mine was a Tiara Hollow tech one, nothing fancy. MTB ones can vary alot depending on plgreasing/bearings/installation/luck. I know people who have BBC fail within a few months, I know others who have had bikes that they used from being a teenager through college and work and all they ever done le was oil the chain and change the brake pads.

MarkC2

Dónal wrote: »

Had the same happen to me. Contacted the bike shop and they sent the broken frame back to giant, and I got a new frame.

Did they replace it with the same model frame Dónal or did they give you a different one?

disco1

Fact.....all bb wear our....especially oversize ones.....12 months from a bb is fantastic.

shaka

Dónal wrote: »

Had the same happen to me. Contacted the bike shop and they sent the broken frame back to giant, and I got a new frame.

Same happened guy I cycle with, changed frame no problem.

Another one of the lads has had trek frame changed once but will be going back again- seems to be have awful problems with internal cabling.
And another one of the lads bought a specialized online two years ago and supplier didn't want to know about it, contacted spec and they didn't want to know either- haven't met him in a while so don't know outcome.

Seems your getting your frame replaced and LBS is sorting out BB so happy days I would of thought.

buffon

Just wondering if Giant sent you a new frame and forks too? Crack appeared on my Defy 3 2009 and my local bike shop said Giant were sending me out a new frame and forks as mine was covered under warrant..7 weeks a Defy 2 2013 arrives in the shop, after seeing it I'm delighted.went back today and all of a sudden I'm given a Defy 5 (grey) with my 2009 blue and black forks which looks sh#te..Lbs denies saying I was getting forks and seems to forget showing me the defy 2 frame and forks he said was mine...Think he's shafting me to be honest

MarkC2

buffon wrote: »

Just wondering if Giant sent you a new frame and forks too? Crack appeared on my Defy 3 2009 and my local bike shop said Giant were sending me out a new frame and forks as mine was covered under warrant..7 weeks a Defy 2 2013 arrives in the shop, after seeing it I'm delighted.went back today and all of a sudden I'm given a Defy 5 (grey) with my 2009 blue and black forks which looks sh#te..Lbs denies saying I was getting forks and seems to forget showing me the defy 2 frame and forks he said was mine...Think he's shafting me to be honest

Yeah,I got the frame and the forks, they would have been too different IMO. They seem like they are taking the pi$$ a bit, I'd stick with it and keep demanding something at least equivalent to what you had originally if I were you

buffon

Cheers for that,I've had plenty of bad experiences with this fella but because I bought it there I'm stuck dealing with him for the warranty..I'd do anything to talk to the Giant rep who sent it out cause I know my lbs is screwing me but I'm going to head up to the Giant store on the longmile road tomorrow for some advise..100% certain I was told I was getting frame and forks(twice) and 99% that one of his staff showed me the defy 2 frame Giant sent for me..You wouldn't believe how mad I am over this..

MarkC2

MarkC2 wrote: »

Did they replace it with the same model frame Dónal or did they give you a different one?

Sorry never saw this, got a new frame model (Giant Rapid instead of the FCR which broke).

man_no_plan

I had a prob with my fork on my defy 5, lbs copped it when I brought it in for a service at about 6 weeks.

Waited about three weeks but ended up with a carbon fork from a rapid. Very slight colour difference but I was pretty happy.