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· Registered
9 Posts
Discussion Starter · #1 · (Edited)
Hi, I just bought a brand new Giant Cypress Dx around a month ago, unfortunately, since the beginning, I am dealing with a lot of issues.

I will try to explain all of it step by step because it is a basically Customer Service Disaster.

And this is not a smear campaign it is an explanation about what is just happened with all important details.

I ordered my new bike online store of the giant bikes.
I've got a package which is in bad condition. Even I request them to attach a fragile label on the packaging before sending it to me there is also none fragile label on it, So I record a video before open the packaging for precaution.

At that point, there was a big holiday coming so I didn't send it back and decided to check the bike for any potential issues and after then it seems like everything was ok but actually, it was not.

So I took the package and bring it to the local service for the assembly process,
At that point, I record the condition of the packaging before we open it up.

About the packaging;

Then service took the bike components for the assembly.

During the assembly, they spend a lot of time for fixing some balancing issues at the rear wheel and the frame area and it naturally draws my attention.

I questioned about what is the issue with it?

And the answer was, there is something about the rim truing on the rear wheel and they will gonna fix it and there is nothing else to worry about it.

Then I said ok and move along.

So after the assembly process of the bike, I started to ride every day after, but a couple of days later, I noticed there are more problems with the rear frame area,

My rear wheel itself, rear brake disc, rear gear cog wheel cassette, and the plastic cover of the cassette were all wobbling like drawing little 8 circles while they are rotating.

Also, interestingly all those parts have in bent out of shape too, but I thought it was caused by the hub or rim truing issue, at that moment,

So I suspected there is an issue more than rim truing which they claimed at the beginning and I started to inspect the rear frame area,

After the inspection, I found an issue with the bearings of the rear hub first.

But it was not just that but at the moment I thought I found the problem, but there was more.

Here are the pictures about it ;


Bicycle Wheel Bicycle wheel rim Bicycle tire Crankset


Bicycle Wheel Tire Bicycle wheel rim Bicycles--Equipment and supplies


Bicycle Tire Wheel Bicycle wheel Bicycles--Equipment and supplies

After I diagnose the issue with the rear hub, without service support, I send details to the Giant and I get contacted with the company officials for rear hub replacement under the warranty coverage.

But unfortunately, Giant officials claimed they do not have a factory rear hub in their stock right now, so they offered a rear hub MSRP price for the warranty coverage, so I can pick a rear hub that I want for installation by the official service in the area that I living,

Of course Without any payment.

Either way, I thought my problem gonna be solved so I took the deal.
But the real problems started after this point.

So I get into contact with the official Local service of the Giant in the area that I living and explain the whole situation to them.
And told them about the coverage which is gonna be paid by the Main dealer to them, which is an equal amount of payment with my current factory hub, because they don't have any in their stock.

So guys at the service get to the point and made a couple of phone calls to the main office and they check the whole story and after the crosscheck,
They offered "Shimano 505" rear hub instead of the original part to me,
Which is a very basic and low-end hub at the 4/1 price of the factory HUB also doubled up the price of the Shimano 505 to inflate the price, then they added another additional workmanship costs for the assembly procedure which is already had been covered by GIANT main office.

I immediately recognized that they were trying to inflate the price and make a profit from warranty support payment, But didn't want to be too familiar with them so moved on to the next step and I hoped maybe they will understand the nature of the conversation and the customer soon but they didn't.

So after Shimano 505 offer, I asked for Shimano Deore XT for the replacement but it was a bit expensive than the factory hub then I offered to cover the price difference by myself upon the warranty payment coverage.

"But the answer that I got was; nowhere had that hub in the stock so we can not order."
I know there was because I had to research about it before deciding what hub should I install for the replacement, so I know that was another lie.
So I send the weblinks which that have the parts I want in their stock to them with more than a couple of stores.
And forced them to order the hub that I need.
And they order the new hubs.

But this time, he brings another trick on the table and he said my current rim wires probably will not fit in the new hubs that I ordered,
so they will gonna change them, and it will gonna cost extra to me, so again he was still pushing his luck to force another way for inflating the service prices.

in reply to this, I send the information about the new hubs and highlight to him about 61 mm Flange diameter of the new Deore's hubs with the official Shimano Schematics, Which is almost the same as my Giant factory hub, but this time he didn't like this answer.

After the tricky dialogs, I didn't trust the guy anymore, not a bit, because it is very clear to see he will gonna have nightmares while sleeping at night if he couldn't find a way to screw me over from somewhere...

So I get contacted with the main dealer again and ask about is there was any other official service option in the area that I living, but they said they are the only ones around.

Long story short.

I had to give my bike to them because there was no other option and I already spend 2-3 weeks on the warranty coverage management also I had a very busy schedule at the moment so hoped for the best and hand over my bike to them.

So finally 3 days later I took my bike from the local service of the Giant, with the new hub installation, but it seems like there is still something wrong with it, so after I get back to the yard I started to inspect closely,

And recognized the same issues with the bunch of additional new ones...

The same ones Are:

*My rear tire is still half-inched bent to the left side, this is one of the main reasons that I changed my Rear Hub.


Tire Bicycle Wheel Bicycle wheel Bicycles--Equipment and supplies

*This time The rear brake disc was not wobbling but this time it is making contact with the brake bracket completely while riding.

The bending on the brake disc that you can see in previous pictures was gone and minimalized somehow but this time aligned disc was not working properly.

And additional new defects are

*The chain is in contact with the rear derailleur cassette's coverage in the first gear while moving the pedal and I can hear the friction sound very clearly,

*Cassette itself contacting with the cassette's coverage while moving the pedal it has also another sound.

*Related to those, pedaling becomes harder than before due to the surface frictions.
I thought this one was caused by the new hubs at the beginning, but actually, it isn't.

And the promotions,

*Front derailleur is over shifting when uplifting from first to the second cogwheel and it causes derail the chain outside of the crankset.

Also, there is still little wobbling like making little 8 circles on the front crankset too, that I forgot the add before.

At the same time while shifting from the outer wheel to the inside small cogwheel it is also over shifting than it should be and causing the chain off from the first cogwheel and makes the chain stuck under between the right bar of the bike frame and front crankset.

Of course, possibly those can be fixed with derailleur adjustments.

In Addition to that, they also broke my rim flashers too, those ones had a screw to disassemble. but they prefer to break those during the removing process, at least this is what they told me, it is not too important but it can give a clue about The service mentality and craftmanship level.

So in total, their work looks like a punishment more than procuring proper service for fixing the issues.

Consequently the resumption of the same issues with the additional new issues, even after brand new hub installation

Makes me wonder about maybe there is something more with the bike so I started to inspect More precisely.

After a while, I recognized there is also bending and misalignment at the rear frame area...

It can be seen easily here in the video,
But I also made measurements with the classic string method for being sure and it also shows looks like I got a bended frame.
There is clear misalignment around quarter to half inc between the frame bars.
Here you can see the differences in pictures and videos.


Bicycle frame Bicycle tire Bicycle handlebar Luggage and bags Bicycle fork

Tape measure Automotive tire Bicycle tire Bicycle part Font

There is also some scratching on the paint and even wearing at the material surface at the rear right bar of the frame which is happened after the service, and I am suspecting that can happen because maybe they tried to bend the frame for fixing the misalignment and if it is the case it is also happened "WİTHOUT" my knowledge...

Because like I said they never told me anything about it before or after the service, even if I already asked a couple of times.

Wheel Bicycle Bicycle tire Automotive tire Crankset

But I am %100 sure these wear marks were not there before the service and they can not happen by themselves during the rear-wheel disassembly or installation process, because wear marks are above the Wheel contact and installation points, and you can not put the wheel between the bars from the top.

Those marks can be the leftovers from fixing the current misalignment issue during the gripping on the area for some kind of re-bending process or maybe from something else I am not %100 percent sure about what caused this actually.

Even if it is or not, the frame has issues from the beginning and the real reason they didn't want to inform me about the frame misalignment is to cover up the whole situation about the warranty issues which they caused and avoiding taking any responsibilities.

And taking the cash as soon as possible for the montage costs and other necessary accessories is their only motivation.
Because otherwise, they had to inform me on the first day that I brought the bike to the store for the assembly process. So I could send it back for the replacement But they did not.

Another potential is the bike was sold and returned to them because of the issues.
All parts such as disc, cassette, and hub were re-aligned for working with the misaligned frame specs then the bike was sold again and this time I was the lucky one who gets it.

I am not also sure about this and I can't pre-judge the main dealer about that but it is also another possibility...

Because more than a couple of parts that are related to the rear frame area have bent in a familiar way, it also looks a little bit far from coincidence...

And after I get my bike from the service there is no clear visible misalignment on the moving parts such as the cassette and brake disc which already exists before the service, so they are corrected somehow, but this time they start to overcontact each other while riding and causes friction while rotating the pedal and makes pedaling heavier then it is, So probably corrected parts lose their working tolerance with the misaligned frame.

Damaged packaging also supports that the package travels more than once... who knows?

Finally, after the horrible service experience and around spending 800$ for the bike and another 400-500 $ for the accessories, the results are those, also now I have to deal with this scam.

I am good at mechanics but I am not an uber expert on the bike area.
The situation is almost clear to me but I just want to be %100 sure about every detail before I start the legal trial or contact the main dealer before taking any action and claiming.
And if you guys share your opinions about the situation, especially for the frame misalignment, bent parts, and the potential reasons for those wear marks I will be grateful.

Because either way the bike has issues from the factory including frame misalignment with the defective rear factory hub and the official service was not informed me about any of them and hiding it purposely for the disenfranchisement of my warranty rights from the first day.
And that is a serious thing.

I have more videos and pictures about the other parts but it is already been too long so I don't want to make the post any longer than already is.

Sorry for the headache that I have to bring it here.

Thanks to everyone already for the all information.


· Registered
577 Posts
Unfortunately you probably can’t un-ring the bell here.
Best thing to do would have been to file a claim with the shipper at the time of delivery. I suspect now that there has been a ton of work done (although poorly) they will not be of any help after a month.

It sounds like your ongoing problems are with your local shop? Or is it a dedicated Giant shop?

· Registered
9 Posts
Discussion Starter · #4 ·
Thanks for the quick reply, There are two dealers, one of them is a private business company that has an agreement with the Giant Official dealer, so they are taking care of service for them around the area that I am living in. But they are not official completely so the problem was probably caused by them because they do not inform me about the defective product at the beginning, and the frame bent can not be caused by the cargo because one of the bars longer than it should be, even if it happens in shipping process there must be very heavy impact marks on the bike but there is none, I have recorded about almost everything, if they are not helping me about the scamming, I will forward this subject with all details to the Giant USA main customer service.
Far as I know with proving that the frame was bent from the factory is actually enough for the consumer arbitration committee.

· Registered
9 Posts
Discussion Starter · #5 · (Edited)
And if you guys also add the projection of your technical opinions about what my bike has been thru at the service or before they sold it to me, it will be very helpful for the expert report.
Because all I have been told about the process is that we install the new hubs and trued to rim wires and there is nothing else wrong with your bike...
Also, the packaging does not have a fragile label on it and it is proven with the video that I recorded, and that is a mistake of the shipper, maybe they did it purposely maybe not and if it will become necessary, I will add this to the file too, thanks.

8,333 Posts
bike boxes are not new to any shipper, it is routine, since dinosaurs roamed the planet.
no fragile label doesn't matter here. plus asking for that modification to a shipped item is not as simple as you think...

bike boxes do get ripped a bit in shipping, but yours was crushed and far beyond acceptance. should have been rejected and never opened....however, sometimes bikes in boxes like yours come out it's hard to judge.

imho Giant owes you a whole new bike, and I am sure if you can contact the right person as Giant they'll do it. it is peanuts for Giant to replace a bike and make you happy.
the problem lately is having inventory and same model to send you

· Pro Crastinator
12,397 Posts
the open end of the box is not normal, but the ripped "handles" of the box are normal occurrences when trying to lift the box with them...

other than the limit screw on the derailleur needing adjusted and the shifter tuned, i don't see anything wrong or even understand what the problem is...

· Registered
9 Posts
Discussion Starter · #12 · (Edited)
the open end of the box is not normal, but the ripped "handles" of the box are normal occurrences when trying to lift the box with them...

other than the limit screw on the derailleur needing adjusted and the shifter tuned, I don't see anything wrong or even understand what the problem is...
There is a misalignment between the rear bars on the frame, also issues with the rear hub ball bearing, cassette, and disc brake were bent from the factory, which I didn't get informed by the official giant service purposely about any of them because of disenfranchisement of my warranty rights since day one.
They do not want to get any responsibility and choose to take the money for the service and accessories asap, and didn't care that I have a defective bike or not.

I had to discover all of them by myself but that it takes around 2 months, first, I discovered the issue on the rear hub ball bearings and reported it to the main dealer who is actually ships the bike, So they accepted to change that part under the warranty service, but they did not have the same part in their stock and they offered a payment of the cost of the rear hub and guide me to the local service for the hub change and assembly process, but the reason of the balancing issues was actually caused because of the misalignment of the frame that I recognized after the new hub change and local service knows that since the beginning and even that point they did not warn me about it.

Even if I tried the learn what the actual issue with my bike, all I have been told is a that is all about the rim truing issue rather than the defects, plus there are couple of tricks for the make profit from warrant coverage payment by the official service and they tried the inflate the prices more than couple times.

And you didn't see anything wrong in there? other than the derailleur limiting screw, that's interesting...

· Registered
9 Posts
Discussion Starter · #13 · (Edited)
imho Giant owes you a whole new bike, and I am sure if you can contact the right person as Giant they'll do it. it is peanuts for Giant to replace a bike and make you happy.
the problem lately is having inventory and same model to send you
Yes, changing it or refunding is what they should do
Because the reason that I didn't send it back in the first-hand miss-information caused by their official service.
I don't think one of the frame bars can become longer in the shipping process, no matter what you do. OR damaging the ball bearings in the rear hub during shipping is not also possible, Brake disc and cassette are also bent too.
What was gonna happen if it comes with a fresh and very well-conditioned box but still has the same issues?

· Registered
9 Posts
Discussion Starter · #14 ·
if your frame is built out of alignment, frame alignment tools will show that. what you need is to find someone (any shop will do) who has some.

Frame Alignment | Park Tool
This works also very well too not as precise as the Park tool kit but still, you can spot the differences.
Unfortunately, I don't think anyone around has that tool here.


· Registered
597 Posts
Having been the shipping & receiving guy at a few places, the standard recommendations when receiving damaged a package-

Refuse it.

If you don't refuse it, make the driver stay while you open the package, document any damage to the item(s) and have the driver sign it with the date. They're on an incredibly tight schedule, but it needs to be done.

If the package is left with/without a signature, open it ASAP and inspect it carefully.

If you find damage to the item(s) in an undamaged package, call the sender and have them file a concealed damage report- this can only be done by the sender.

Photograph (clearly) any damage that's found and make sure to look carefully.
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