I've read that getting in touch with Giant customer service directly is your best bet. However, if they don't make the frame anymore, I don't see how they would ever be able to replace it. It won't hurt to call though.

I think if a company has a lifetime frame warranty and they can't make good on it, they owe you a full refund or an entire new bike. But I'm sure there is some fine print in the warranty which won't let that happen...

Good luck!

 

I worked at a Trek dealer and sometimes people would bring broken frames that were over ten years old for warranty. Usually, a new frame would not be helpful as styles and component compatibility were no longer helpful, so they had a sliding scale of the value of the bike that you could apply to purchasing a new bike. A new frame that does not work woth the worn-out parts that are the wrong wheel size, bottom bracket, style of brakes, headset, and seatpost is not much use to you as a replacement anyhow, so this males more sense.

 

Contact Giant directly, tell them what they're offering isn't good enough and you're considering lodging a complaint with the FTC.

Giant Bicycle, Inc,
3587 Old Conejo Rd, Newbury Park, CA 91320, United States
(805) 267-4600

 

I would start out a bit more gently. First, I know for a fact if I had this problem and went to my shop, they would bend over backwards to make this right. In fact, I'd bet my left pinkie that the guy at the shop who has the same bike as me would swap if Giant couldn't do anything else, and he'd find another frame to put stuff on. It ALL starts in your local shop. Giant might say one thing, but if they push back, Giant will typically start dealing. If you don't know the shop that well, or the shop doesn't know you that well, you may have to push a little, but try asking nicely at the shop first.

 

They still make Anthem 29ers. A different negotiating tactic you should consider is trying to get a carbon Anthem. Then you can ride it and decide if you like it or not, and if not you've got a much more valuable platform to sell.

*I'm assuming that your existing fork will work on the Anthem frame, although longer than normal, and that either the shock works or they will give you a shock along with the frame.

 

Giant actually replaced two frames I broke, awhile back yes but seemed they had nonpareil CS. Caveat is that they did NOT do 1-1, in other words they gave me a new bike different from the one I bought (both TOL). Problem was, I didn't want or even like the new bikes, I wanted same as old bike. So I sold 'em, a pain but hey, cannot fault Giant for doing their best.

If they don't replace for free they're a different co. today.

 

Just have them replace it with a Trance 27.5...

 

that's exactly what they are offering to do.

the obvious issue is that the OP would then have to get a new fork and wheels.

 

Anthem X 29er size XL I cracked the frame at the top tube/seat post intersection (very common). LBS said no problem they would take care of it. I had the bike back within a few days. Now rewind one year earlier....I bought a brand new L size AX29er because they had it in stock and I did not want to wait. I tried for awhile to get the bike to fit me but I really needed an XL. Giant at that time had no XL frames. Bike shop ordered me a complete new bike in the size I needed and swapped all my goods to the new frame. They even offered me the new rear shock already installed in the frame to make the swap easier. They did this for me all at NO CHARGE because I've been a great customer with them for years. Shop rides, buddies getting bikes, etc. Why not try to have the LBS where you bought it get you a complete 29er to replace your current and work out some kind of trade for the 27.5 and some cash. I currently have both a 29er and a 275 Trance and I can tell you the 29er is gonna be parked for a looooooong time.

 

Or not. My Trance 27.5 is in the storage unit. Don't even care.

 

After 2 weeks, this is what the LBS owner sent me:

"We've spoken with Giant, and unfortunately there just isn't anything available right now. It simply is a case of bad timing. They have a few frames coming, but they're all accounted for. The Trance 29r is a discontinued model, so Giant doesn't have as many on hand as they would an in-line model. I'm sorry for the inconvenience, but we've done all we can to try and expedite the situation. I appreciate your understanding. We will certainly keep you updated as things unfold and a frame becomes available. Thank you."

So is waiting 3 months for a "possible" frame my only option with Giant?

 

So, Giant doesn't have any frames to offer you? not an Anthem, or a Tx 27.5?

I would be getting pissed. Time to start dealing with Giant directly, if possible, as that shop obviously isn't going to go the extra mile for you.

 

On the bright side, waiting 3 months might get you 2016 frameset if they switch back to 29er in 2016

 

Get the 27.5 frame and sell it, then buy a 29er frame that you like even if you have to pony up some extra cash but this way you keep your components.

 

Giant were awesome with my warranty claim.

My 2002 NRS cracked on the seat tube just above the BB. I bought this as a frameset and it had an XT drivetrain, Manitou fork and Mavic SLR/Crossmax XL 26" wheels.

Obviously, Giant no longer do 26" and replaced my bike with a shiny new 2015 Anthem 27.5 1. I couldn't be happier with the outcome.

I think the fact that I had put an order in for my AXA29er BEFORE the warranty claim helped and I also offered my LBS an inducement of a carton of beer (better than real money here in Australia) if he could get me a replacement bike.

 

Sorry to hear about the problem, what a bummer. The shop has nothing that they can compensate you with in 29er? It doesn't have to be Giant, let the shop deal with Giant.

If faced with waiting three months I would ask them to cut me a check and walk, or as others have suggested, if they will comp. you a 27.5 frame, then sell that and buy a 29er frame set. You are better able to judge whether it is worthwhile to continue the relationship with the shop. Personally, i would think hard about that.

Who waits for 3 months? you aren't trying to buy a Jones.

 

I would take the 27.5 but make them comp you a wheelset and fork & tires to make it work. then if it doesn't work to your liking you can sell a complete bike. its not to much to ask seeing they are putting you in a bind... also make sure they know about this thread one bad experience like yours shared publicly can cost them 100s of future sales, that said I'm sure they will make good and take care of you.

 

I would take the 27.5 but make them comp you a wheelset and fork & tires to make it work.

this will not happen.

that amounts to nearly a complete bike, in order to replace a frame that failed.

 

They could replace the frame with a Trance 27.5 and offer the fork and wheels to you at cost.

 

I was in your exact situation last year. It took 5 or 6 months for me to finally receive a replacement Anthem X 29er frame. Needless to say I've bought two new bikes since that time, and neither was a Giant.

 

What can I do?

You are in a bad spot. The problem in my eyes is that there is no guarantee Giant will be able to find a 29er frame in 3 months -- they probably pulled that number out of thin air. If they don't make these frames, how do they intend on finding one for you?

If it were me given this iusse, I would try to negotiate more with Giant and see if you could get more off a newer bike. $450 is not that much especially considering your bike is not that old. I'd explain that I thought Giant products would be around for years to come, especially a popular wheel size like the 29er.

If the negotiation did not work, then would probably not wait and I would accept a replacement 27.5 frame. I would then weigh my options:

1) Sell the frame and buy another Trance 29er frame from the "open market" (ebay, craigslist, etc). Of course, there is a matter of trust of the 29er frame integrity now that one has failed for you.
2) Sell the frame and purchase another long travel 29er frame. This would need some investigation as to see if your components will all transfer (front Derailleur, seat post, bottom bracket, etc). I would think MTBR would be an excellent resource for this investigation.
3) Use the 29er components plus purchase fork/wheelset for the 27.5 frame. Again, you would have to investigate if most of your components will transfer. Of course, you would be spending more money with this option. You could offset the costs slightly with the sale of your 29er wheelset and fork.

Just some thoughts. Whatever you decide, Good luck!

 

They should do one of the following:

1. Giant pulls Trance off some warehouse or another shop and compensates them for it.

2. If #1 isn't possible (unlikely), they should offer you trade in for another bike or frameset with components necessary to complete the bike.
You're not obliged to accept this and could ask for a refund.

3. They offer you refund for your purchase if they cannot honor the warranty.

Say you bought an ultrabook laptop and it broke down while still under warranty.
Company can't repair it or replace it as it's older model and they can't just offer you bigger 15" model because you bought this one with a purpose of being small and light.

You are entitled to same product or a better one as a replacement, but you're not forced to accept 27.5" Trance if you feel like you want 29".

A friend of mine had his Cube Reaction 26" Aluminium frame break and he got 26" in carbon as a replacement because aluminium models weren't available and he even got new seatpost and collar free of charge as it was different diameter post.

Other option for the manufacturer would've been to offer a 29er but that would mean they would have to give him new frame, fork, wheels, tires and all necessary components.

 

Yeah pretty typical that unless there are replacement aluminum frames available the carbon model is offered. No names just initials big 'S'. Weird Giant isn't following suit. Granted it would be Trance Advanced or SX(or maybe that's what they're opt of??...) Specialized usually Marathon or S Works.

 

I had a similar situation with a 2014 giant carbon road bike which had a crack in the seat tube. After waiting patiently over 4 months for a replacement frame (which included christmas holidays), the LBS put in a word for me and I was offered a brand new bike for no cost.

It meant I went from a low-mid range model to second from top of the range. I asked for a lesser model as I wanted Di2 but they said they only offered that particular model as they has surplus.

I had changed my stock wheels to some nice mavics but couldn't carry them across since all the new models have disc brakes. I'd also sold my stock wheels. So I gave the old bike back with the Mavics but it was fine because the new bike had carbon wheels and was a much better bike overall.

YMMV...

 

What can I do?

What did you decide to do?

 

This is a depressing thread.

I just discovered a very suspicious line in the paint on my Wife's TranceX29er. Its on the top tube, about 1/3d of an inch in front of the seat tube weld. I've watched it for a few rides and it seems to be growing....very slowly, but each ride its just a touch more distinct...still no actual separation though.

I don't think she'd take to the idea of a 27.5 replacement, and based on how she rides and races, I think she's probably right to stick to her guns on that.

Sounds like maybe the hot ticket at this point in the product cycle is to nurse this thing along till the 2016s are in full bloom. That would seem to give Giant more options for replacements. When do the 2016's start hitting the showroom?

 

This is a depressing thread.

I just discovered a very suspicious line in the paint on my Wife's TranceX29er. Its on the top tube, about 1/3d of an inch in front of the seat tube weld. I've watched it for a few rides and it seems to be growing....very slowly, but each ride its just a touch more distinct...still no actual separation though.

I don't think she'd take to the idea of a 27.5 replacement, and based on how she rides and races, I think she's probably right to stick to her guns on that.

Sounds like maybe the hot ticket at this point in the product cycle is to nurse this thing along till the 2016s are in full bloom. That would seem to give Giant more options for replacements. When do the 2016's start hitting the showroom?

My advice: Get it checked out immediately. Aluminum and cracks don't go together really well and can lead to a catastrophic failure.

 

I had a hairline crack in my anthem26. it was hard to tell if it was paint, or a real crack, but when riding.... you could totally feel, and hear the extra vibration going on. It never looked close to failing, but there was no denying it was a crack, when riding it.

They replaced mine with a carbon version, as that's all they had available... out of production too.

@blue - you need to stop dealing with that shop, and start dealing directly with Giant. Sounds like they are trying to take advantage of you, IMO.

 

@blue - you need to stop dealing with that shop, and start dealing directly with Giant. Sounds like they are trying to take advantage of you, IMO.

I agree with the first part -- deal directly with Giant. Start making some noise, but be respectful. Write to the CEO if you have to, even though she may never read it, someone will. Try an "old school" letter. Be respectiveful, though. I had to do that with Santa Cruz a few years ago, and it worked out pretty well.

As for the second part, perhaps the shop is just not fighting that hard for you. It really is not affecting them directly, so unless you keep on top of them perhaps they don't push that much. Either way, just contact Giant directly.

 

My frame cracked on a 2013 Giant Trance 2 29er

CLOSURE... Picked up my bike today. Giant replaced the frame with a 2014 Trance X frame. Color is black with blue striping. I was surprised they also replaced the rear triangle. The LBS said they would charge 1/2 price for labor. So for $100 bucks and a little less then a month I have a new frame and will take it for a ride later today.

 

Glad your warranty claim worked as it should. Enjoy and ride the new bike in good health.

 

Deja vu

The Original post for this thread is the same exact thing that happened to me. Same bike an model found a crack right On top of the weld on the Top Tube right where the seat post tube meets. Drop off my bike to the Path bike shop today an I'm going to hope for the Best!

 

The Original post for this thread is the same exact thing that happened to me. Same bike an model found a crack right On top of the weld on the Top Tube right where the seat post tube meets. Drop off my bike to the Path bike shop today an I'm going to hope for the Best!

I would be shocked if you don't get treated well by The Path.