Giant bikes warranty problem

steveeeee

I couldn't decide whether I should post this in Vent or in here - it's gone in here because I got a fairly quick resolution but it could quite easily have gone the other way...

From: Steveeeee
Sent: Monday, June 11, 2007 15:15
To: Jon @ Giant
Subject: Warranty query for Yukon bike

Hi,

I bought a 21" Giant Yukon bike from [retailer] in Reading in August last year, and a couple of months ago the chainguard broke and fell off while I was out riding. The bike has just been into the shop for a service and for warranty replacement of the chainguard, and I have been advised by the store that they are unable to source a new chainguard. In fact, they told me that Giant will not supply this part at all (the plastic guard itself plus the mounting pieces). Please can you confirm if this is true?

Many thanks,

Steve.

From: Jon @ Giant
Sent: 11 June 2007 15:37
To: Steveeeee
Subject: RE: Warranty query for Yukon bike

Hi Steve

The chainset and chain guard that you have on your bike are made by a company called TruVativ.

TruVativ don’t produce the plastic chain guard as an aftermarket item therefore Giant are unable to supply this as a spare part.

Kind regards,

Jon

From: Steveeeee
Sent: Monday, June 11, 2007 15:57
To: Jon @ Giant
Subject: RE: Warranty query for Yukon bike

Hi Jon,

Thanks for the quick response. I understand your position, but this leads on to another question: if replacement parts are not available, how is my retailer supposed to provide a warranty service? They've already tried several other aftermarket guards none of which fit correctly. Would they have to replace the whole chainset? If so, could you please state this in an official format in your reply so I can pass it on to [retailer]?

Thanks,

Steve.

From: Jon @ Giant
Sent: 11 June 2007 16:31
To: Steveeeee
Subject: RE: Warranty query for Yukon bike

Hi Steve

I have a bike here that I can remove a guard from and send out. This can either be sent to [retailer] or I can send it to your home address if you prefer.

Kind regards,

Jon

He dodged my question, but if the new guard gets here safe and sound I'll be happy. I am curious to know what will happen to this other bike that he's cannibalised :eek: I've forwarded the email trail to the shop, too, as they'd mentioned that they've had similar problems with other Yukon bikes. Strictly speaking, the shop should have had this conversation with Giant but I'll let them off as they've been otherwise great to deal with.

Hopefully this is useful to other readers who find themselves in a similar situation!