Giant Bicycles USA — Local services in Thousand Oaks

Purchased a 2020 Giant XTC JR 26 from Danville Bikes. derailleur hanger broke and 90 days later, 2 bike shops and local rep can't get a response from Giant Bicycles. They didn't publish the part number for this product, there are no parts available resulting in a brand new product that can't be used. Contacted them on email, no response, social media, no response. Even the local bike shop stated they just aren't responding these days. Covid really isn't an excuse as it's been almost a year to adapt to supply chain and remote workforces. Shocked their brand equity is so poor for 2021. Note, we are having to buy a new bike and recycling the Giant bike. Disappointing.

Follow up March 9, 2021. Bike is still broken. No response from Giant, their local rep or anyone. Good reflection of Giants values.

4/19/21 update. Never heard from Giant. Local shop finally got the derailleur hanger. $100 charge to install with a new derailleur. NEW bike with a defective part, 6 months without a bike and a $100 bill to fix a $700 bike. Horrible experience...

Worst customer service. I would think a company as big as Giant would at least have a couple of people to take calls even if they are working from home. I can’t even get anyone to email me back so I can resolve my issue.

I have a carbon mountain bike frame with a crack on the top tube. I took it to my local bike shop. They contacted Giant about the damage. Giant responded back stating that the damage wasn’t a warrantee issue and that I would not get a new frame.

This is weird because I bought this very expensive bike because Giant has a life time warrantee. What good is a warrantee is when there is an issue, all the company has to say is sorry no a warrantee issue. I can’t get a hold of anyone. Very frustrating.

I have bought 2 expensive giant bicycles because i love the product, however with this customer service, i will be going to other companies for...

I purchased an FX YUKNON in 08 from a mom and pop bike shop in Victorville Ca, "Victorville Cycles" which, by the way, can no longer afford to be a Giant dealer because Giant requires the business to keep a certain amount of inventory on hand before Giant will even bother doing business with your company. I was riding up a grade when l lost control, the lower swing arm completely SNAPED AT THE WIELD! Completely snaped! After months of going back and forth with Giant, they have determined that becuse they no longer make that frame Giant will give me $140 for my troubles! A SLAP in the face!The bike shop I took it to, "Competitive Edge Cyclery" in Rancho Cucamonga, an authorized dealer, were very helpful and could not belive what they were doing! GIANT DOES NOT BACK THEIR LIFE TIME WARRANTY! Should of went...