Giant TCR Frame Issues- Help!

Triathlon Forum
1

Hope someone can help me out and chime in on this with some suggestions! Thanks much!

I recently brought my 2005 Giant TCR Composite Frame in for warranty. The non drive side of the seattube had developed what seemed like a crack. Upon inspection by my LBS (not a Giant dealer but very reputable in the area), they were very certain there was a void in the frame and that was where it began to crack. It was not a huge crack, about 1 inch long, just a separation beginning.

I took it to the local dealer and they finally sent it out two weeks later (I don’t know why they kept it so long). I get a call today, three and a half weeks from the day I took it in, saying that the frame is not covered by warranty because Giant said it was involved in a crash or clamped in a vise (??)

First off, I wouldn’t be so ticked off to post here or even bother to take it in if I had crashed it. I hadn’t raced the bike, crashed it, or even had any scratch on the bike. It was perfectly clean! As for the clamping in the vise thing… that’s just obscure, I don’t know why anybody in their right mind would do that. There is not a scratch on the componentry or on me. I’ve always taken extreme meticulous care of the bike and that’s why I noticed the scratch the day it appeared. It was never clamped in a stand, or hit with anything. To my full knowledge no damage was ever done to the bike, either intentionally or accidentally.

Is there anything I can do at this point? I’ve worked at a Giant dealer not so long ago and their customer service used to be appropriate, at least not accusing someone of trying to warranty a crashed frame. They are offering me some crash replacement deal where I can buy a new frame at less than wholesale, but at this point I don’t have the funds nor would I ever want to buy one of their bikes again. The geometry is wacked out for many people and as I see now they’re just mass produced pieces of junk.

I’m a college student on a constrained budget and just want to limit my losses here. Is there way to appeal their warranty? I’ve talked to them but they just keep saying, “well the bike wasn’t with us the whole time so how do we know it wasn’t crashed.” Hmm, because there isn’t a single scratch on it?

If worse comes to worse and I’m stuck with it is it sellable, meaning would someone buy it to repair it? I’m brainstorming all possible ideas at this point but this is just a huge financial hit and dent in my training. Argh.

Anyway, any input would be appreciated! Thanks!

2

bump. anybody?

3

You should get a free frame from Giant under the lifetime warranty. Where are you located?

4

I would take it too another Giant dealer in town if you have one and deal with them. Let them know what happened at the other shop. I would think that if they can help you, they would think that you would be a valuable customer from then on. If I was you and the next shop helped me out I would buy items from them. If you have never crashed it or clamped it then you have a valid point.

I would also try to deal with Giant directly as well. Explain that the store did not help you out. They might not have even contacted Giant.

Good luck.

5

I should clarify. Giant received the frame a couple days ago and called back the shop to tell them that my frame was not under warranty because I crashed it or clamped it in a vise or stand. (again… who in their right mind clamps a carbon frame, or any nice bike that they want to keep!)

There was not a scratch around the cracking area, or entire frame, that would indicate my crashing the frame. If I had to send in the bike with componentry, they wouldn’t have found a single scratch.

I realize I am entitled to a replacement frame at no cost to me under their lifetime warranty. However they insist that I damaged or crashed the bike. I don’t know how to prove it, but the bike never left my supervision, was never serviced at a shop, and definitely not crashed.

When I brought it in the guy at the store was very friendly and mentioned that they would ship it out for me and would take care of shipping charges. That same day Giant told him/us that the frame was no longer made in that color and size. My only beef with the shop is that they kept the frame for two weeks and this other associate called me the day after Thanksgiving asking me for my credit number so they could charge me for shipping. I had no say as they had my frame and could choose not to send it out.

6

I should get a frame as part of a replacement! I have no idea why Giant insists I crashed the frame or damaged it in a clamp… I’m in SE Pennsylvania near Philly.

7

Not sure what to say but I would deal with Giant direct. Get the name of the guy at Giant that your shop talked to and talk to him direct. I think if you talked to him and explained that it has never been service, clamped or crashed they might change their mind. If that fails then keep calling and bug the hell out of them. It just sucks that this has happened.

8

I’m not much help here…other than to say you still need more information.

As folks have mentioned, talk the the person at Giant direct. 2nd hand information stinks. Hopefully, you took pictures and can reference them. If not, it could very well be the case that your LBS clamped it while removing the parts. :o(

Also…Giant isn’t stupid. They have seen hundreds of frame failures and have pretty good intell on the cracks. I’m not saying you’re guilty, but you’d be suprised how accurate they can be…

Good luck.

9

I talked to Giant today already. The guy wouldn’t give, and insisted that I crashed it or clamped it in something. I may call again tomorrow and ask to talk to somebody different. I’m concerned with bugging them too much, would that be a problem?

Heck, if I did crash it I would take advantage of the crash replacement policy immediately. I wouldn’t be so concerned with getting a replacement frame if I actually crashed it. Quite the contrary, it was babied and maintained by me personally. I’ve worked at shops since I’ve been legal to work till I was 19. Though there’s always more to learn, I am quite confident in my maintainence and bike common sense, and always take special care of my bikes. Does anybody know anyone down at Giant customer service or something?

10

Do a search for JoshatZipp (?) post about carbon failure. They deal with this all the the time. Once again…I not saying you didn’t crash, but usually it’s something minor which then stresses over time. The carbon geeks can tell a blunt crack from a stressed crack…

I do know yelling and raising your voice won’t help…so start with playing stupid and asking a lot of questions.

How do you think this happend?
Does it happen often?
How many times per month?
What do people do?
If you were me…blah, blah?
What options do I have?
What if I rode it this way?
Can you fix it?
Calfee says they can fix it, does that effect further warranty?
http://www.calfeedesign.com/howtosendrepair.htm

Basically…you’re asking for help.