Advice Needed

[Dave2004]

is not a rant but rather seeking clarity.

 

I purchased a brand new Giant Anthem X Advanced in Late 2014 and it came fully equipped out of the shop with Fox Forks and Rear Float CTD shock.

 

Due to a hip injury, I have only really started riding in the last few weeks and have done approximately 500Kms all in.

 

On my ride this weekend the adjuster/rebound/damper mechanism from the rear shock came completely out of the housing.  Based on my limited knowledge it appears that the top grub screw has sheared as the grub screw is still where it should be but the shaft that holds the adjuster in place has come out, with a little piece of the screw.

 

Not withstanding this i contacted Giant SA directly Dragons Sports to see what I should do as this is a very strange issue and appears to be a component failure?

 

Dragons Sports have told me that I must contact Omnico as they are the Fox agents and as Dragons Sports they only cover the Frames and Giant Accessories?

 

I have contacted Omnico but they have not bothered to respond, and indeed when I phoned them to verbally inquire, they promised to call back but have not done so.

 

The dilemma I have is that I am based in Zambia and it is very difficult for me to chase around and deal with all the individual components agents/manufacturers.

 

Essentially I am under the impression that as I bought a fully equipped Giant Bike from a certified Giant Dealer, surely the responsibility to chase the various component manufacturers lies with Giant & the Dealer and not with the customer?  

 

I guess if i bought a new BMW and a computer failed, would I as the customer be required to call Bosch about the computer or would this be the responsibility of the manufacturer.

 

I am not sure how this would work in SA but I have limited experience of Europe and this would certainly not be how it works over there.

 

Any advice would be appreciated.

[Paul Ruinaard]

You are probably right in your gripe but I don't think you are going to come right easily and get your bike repaired.

 

Buy another shock second hand...

[Long Wheel Base]

Maybe just go to your LBS or where you bought it and ask them? Like you said if you buy a BMW you don't go to Bosch so by going to dragon, Isn't that kinda like going to bosch?

 

EDIT: I know you say you based in Zambia but your profile says Gauteng so you must be able to go to a decent bike shop.

[Raggieride]

The LBS you bought the bike from, if they are worth anything, should handle the warranty claim, if the shock is still under warranty. They are supposed to send the shock to Omnico and handle the claim, or at least that is how it is supposed to work. You might be charged for courier costs but it should not be your responsibility to deal directly with the distributors.

[Dave2004]

Maybe just go to your LBS or where you bought it and ask them? Like you said if you buy a BMW you don't go to Bosch so by going to dragon, Isn't that kinda like going to bosch?

 

EDIT: I know you say you based in Zambia but your profile says Gauteng so you must be able to go to a decent bike shop.

Agreed, however LBS referred me to Dragon and so on.  I bought the bike in Gauteng but am based in Zambia.

[Long Wheel Base]

Agreed, however LBS referred me to Dragon and so on.  I bought the bike in Gauteng but am based in Zambia.

Ah ok. Pity the LBS passed the buck. IMHO they should have tried a bit harder. Anyway hope you come right.

[Dave2004]

The LBS you bought the bike from, if they are worth anything, should handle the warranty claim, if the shock is still under warranty. They are supposed to send the shock to Omnico and handle the claim, or at least that is how it is supposed to work. You might be charged for courier costs but it should not be your responsibility to deal directly with the distributors.

I think this is where part of the problem is.  Neither the LBS (Cajees) or Omnico have bothered to even respond to phone calls or email.

[Raggieride]

Agreed, however LBS referred me to Dragon and so on.  I bought the bike in Gauteng but am based in Zambia.

 I think in your situation it would be easier to courier the shock to an independent suspension workshop in SA, or buy a new or secondhand shock. Omnico can be a bastard to deal with, especially from another country. Courier will cost a bit though. Not a good situation, good luck.

[Long Wheel Base]

I think this is where part of the problem is.  Neither the LBS (Cajees) or Omnico have bothered to even respond to phone calls or email.

WO WO WO We found the problem Bud. You should have mentioned that before. 

[David Marshall]

If your bike is still under warranty you will have to put pressure on the shop that you got the bike from.  Omnico will only deal with a shop and not you direct.  If the warranty has expired you can take it to any shop.  To get the controls back in the damper will most likely have to be opened so that will cost in the region of R1000.  If you have all the bits I can do it for you but I am also in Gauteng.

[Dave2004]

If your bike is still under warranty you will have to put pressure on the shop that you got the bike from.  Omnico will only deal with a shop and not you direct.  If the warranty has expired you can take it to any shop.  To get the controls back in the damper will most likely have to be opened so that will cost in the region of R1000.  If you have all the bits I can do it for you but I am also in Gauteng.

Thank you for your offer.  I have done as mentioned and have shipped it down to a LBS in Greenside who will then ship it to Omnico.

 

Hopefully they can rebuild it to a high standard so that I don't have to replace it.

[eddy]

Thank you for your offer.  I have done as mentioned and have shipped it down to a LBS in Greenside who will then ship it to Omnico.

 

Hopefully they can rebuild it to a high standard so that I don't have to replace it.

 

If it is the shop in Greenside with the rude owner   you are in good hands. 

 

They do good work and  have always gone out of their way to solve my bike issues for me.

[Dave2004]

If it is the shop in Greenside with the rude owner   you are in good hands. 

 

They do good work and  have always gone out of their way to solve my bike issues for me.

Not sure about the rudeness - I have yet to test him but they have been very accommodating over the phone....................................

[V12man]

If it is the shop in Greenside with the grumpy wierdo owner   you are in good hands. 

 

They do good work and  have always gone out of their way to solve my bike issues for me.

Fixed it for you - but they do great work....

[Longbarn Killer]

If Hub complaints are anything to go by, Omnico has the worst service in SA with Cajees a close second.

 

It's a pity nobody told you before you bought the bike.

 

It is true that warranties are handled by the various component manufacturers. It's just how the industry works.

[Tony datoy]

I stand to be corrected, but as far as I am aware only Giants frame and chainstay carry a lifetime warranty, all the other components, including the maestro linkage is 12 months from date of purchase.

 

Good luck, I hope you don't end up paying.