Cracked 2018 Giant Reign 2018 advanced 1 bottom bracket

JasonEmb
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JasonEmb
Edited Date/Time 8/25/2022 4:50am
Hi everyone,

My frame recently cracked underneath my bottom bracket on my 2018 giant reign advanced one. (I’ve attached a link/photos below). I’ve always run it with the chain bash guard which has the usual scratches and damage from trail/ enduro use.

I bought the bike new, and having waited 6 weeks, Giant have finally responded and are refusing the warranty claim. Has anyone else had a similar issue? Or have any thoughts? I live in Australia.

Can you please share any photos of your bash guard as Giant have stated that mine has too much damage even though it’s similar to my friends bikes???

Many thanks



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boozed
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boozed 8/16/2022 9:29pm
8/16/2022 9:29pm
You might find relief under the statutory warranty protections afforded by the Australian Consumer Law, although you should talk to your state or territory's consumer authority and/or the Australian Consumer Association. Five years (assuming from the model year that this was sold in 2017) might be on the limit. Either way, those organisations will be able to give you advice in drafting a letter to make your claim and beliefs on the matter known to Giant Australia. The more formal and rigorous, the better IMO. Regardless of the appearance of the bash guard, the burden should be on them to prove that you've abused it, not the other way around.
parnifel
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parnifel 8/17/2022 2:13am
8/17/2022 2:13am
I worked as a Warranty Tech at Giant Switzerland for roughly 4 years..our Warranties had to go throw the Holland Office..
I have seen many of these cases on the Advanced Models and they customer ALWAYS got new replacement frame - sometimes not the same colour but a new frame.
Giant Australia have no reason not to warranty this.
Are you the original owner of the bike? If yes, do you have proof of purchase - did you ask Giant directly or do it through the bikeshop?
If you aren't the original owner, are you prepared to pay a fee as a crash replacement?

Again - I would of warrantied this frame.
Sorry for the mess dude
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JasonEmb
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JasonEmb 8/17/2022 3:09am
8/17/2022 3:09am
parnifel wrote:
I worked as a Warranty Tech at Giant Switzerland for roughly 4 years..our Warranties had to go throw the Holland Office.. I have seen many of...
I worked as a Warranty Tech at Giant Switzerland for roughly 4 years..our Warranties had to go throw the Holland Office..
I have seen many of these cases on the Advanced Models and they customer ALWAYS got new replacement frame - sometimes not the same colour but a new frame.
Giant Australia have no reason not to warranty this.
Are you the original owner of the bike? If yes, do you have proof of purchase - did you ask Giant directly or do it through the bikeshop?
If you aren't the original owner, are you prepared to pay a fee as a crash replacement?

Again - I would of warrantied this frame.
Sorry for the mess dude
Thanks a lot for the help, really appreciate it.
JasonEmb
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JasonEmb 8/17/2022 3:10am
8/17/2022 3:10am
parnifel wrote:
I worked as a Warranty Tech at Giant Switzerland for roughly 4 years..our Warranties had to go throw the Holland Office.. I have seen many of...
I worked as a Warranty Tech at Giant Switzerland for roughly 4 years..our Warranties had to go throw the Holland Office..
I have seen many of these cases on the Advanced Models and they customer ALWAYS got new replacement frame - sometimes not the same colour but a new frame.
Giant Australia have no reason not to warranty this.
Are you the original owner of the bike? If yes, do you have proof of purchase - did you ask Giant directly or do it through the bikeshop?
If you aren't the original owner, are you prepared to pay a fee as a crash replacement?

Again - I would of warrantied this frame.
Sorry for the mess dude
Yes I did purchase it new at the end of 2018 from a giant retailer. I also provided them with proof of payment and original receipts.
JasonEmb
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JasonEmb 8/17/2022 3:12am
8/17/2022 3:12am
boozed wrote:
You might find relief under the statutory warranty protections afforded by the Australian Consumer Law, although you should talk to your state or territory's consumer authority...
You might find relief under the statutory warranty protections afforded by the Australian Consumer Law, although you should talk to your state or territory's consumer authority and/or the Australian Consumer Association. Five years (assuming from the model year that this was sold in 2017) might be on the limit. Either way, those organisations will be able to give you advice in drafting a letter to make your claim and beliefs on the matter known to Giant Australia. The more formal and rigorous, the better IMO. Regardless of the appearance of the bash guard, the burden should be on them to prove that you've abused it, not the other way around.
Thanks a lot for the help, really appreciate it. Bought it end of 2018.
parnifel
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parnifel 8/17/2022 3:38am
8/17/2022 3:38am
Well, thats sad that Giant won't warranty this.
What exactly was the reason for the rufusal?

This kind of damage is definately not your fault - the tabs serve a purpose.
The least they can do is offer you a crash replacement.

How is the communication going? Is this topic still open or did Giant close it?
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JasonEmb
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JasonEmb 8/17/2022 4:48am
8/17/2022 4:48am
parnifel wrote:
Well, thats sad that Giant won't warranty this. What exactly was the reason for the rufusal? This kind of damage is definately not your fault -...
Well, thats sad that Giant won't warranty this.
What exactly was the reason for the rufusal?

This kind of damage is definately not your fault - the tabs serve a purpose.
The least they can do is offer you a crash replacement.

How is the communication going? Is this topic still open or did Giant close it?
Thanks for the response, their refusal is based on having the scratches and damage on the bash guard, which seems ridiculous as it's the same 'damage' to the bash guard on my other bike and my mates bikes who I ride with, and none of those frames have cracked.
parnifel
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parnifel 8/17/2022 5:08am
8/17/2022 5:08am
Thats nonsense...
Make them and the bike shop understand what the problem is...the wear and tear has nothing to do with the problem you are facing!!

Its a easy option - the shop does want a satisfied customer and you are relying on his expertise to convince Giant.
Maybe they are out of frames?
TimBud
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TimBud 8/23/2022 12:06pm
8/23/2022 12:06pm
parnifel wrote:
Thats nonsense... Make them and the bike shop understand what the problem is...the wear and tear has nothing to do with the problem you are facing...
Thats nonsense...
Make them and the bike shop understand what the problem is...the wear and tear has nothing to do with the problem you are facing!!

Its a easy option - the shop does want a satisfied customer and you are relying on his expertise to convince Giant.
Maybe they are out of frames?
Wear and tear isn't covered by the warranty though is it.
Its possible they might do it as good will, but that damage isn't due to manufacturing fault (or similar)
I worked at a Giant Store in the UK and had my '18 adv frame warrantied for cracking on the downtube. The same happened the following year and they refused it because it was basically down to impact damage.
I no longer ride Giant frames and wish Giant EU and UK would grow a pair and offer Carbon Confidence like they do in the US.

It's a real shame because they literally give away frames to the roadies when they have issues.
kcw72
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kcw72 8/24/2022 3:12am
8/24/2022 3:12am
I cracked the same 2018 advanced frame on down tube. (Totally My fault) Giant charged me $1250 for a crash replacement frame (I did manage to talk them into giving me a 2020 model which was a much better colour, but that price didnt include shock) It was a slow process, took 4 weeks or so. This was also in Australia
Sir HC 8/25/2022 4:50am
8/25/2022 4:50am
I wonder if they would have a different response if there was no bash guard fitted.

I know of atleast one other reign carbon which cracked across the BB

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