Four months ago, the electric drive on my Giant Full E SX 0 quit. I brought it to my local Giant bike shop. I've been calling them every week or two to see what the status is of the repair. They tell me that the way Giant works these repairs, is to send the shop a part to try (first one was to be a replacement on/off switch). The shop changes it out and if that fixes it, done. If not, they send the next most likely part. They tell me that a claim has been open, but they have never received the first part to start troubleshooting. When they call 800 Giant USA (I may have that number wrong) they can never get a live person and have been unable to move my repair forward. The mechanic tells me he has taken to trying random extensions at the Giant office, but never can get a person and can only leave a message. The mechanic also told me they have a Giant representative, but 4 months in, he has not been able to move this forward either.
I understand there is a pandemic, but even if they are working from home, how hard is it to return a phone call? OK, so besides venting a little, I really just want to know if anyone else is having similar trouble getting Giant support to help fix a broken EMTB? One of the main reasons I went with Giant (I have bought 3 eMTBs from them) was because I figured they were the biggest, so I wouldn't have to worry about support.
I'd appreciate any thoughts or suggestions.
Bruce
I understand there is a pandemic, but even if they are working from home, how hard is it to return a phone call? OK, so besides venting a little, I really just want to know if anyone else is having similar trouble getting Giant support to help fix a broken EMTB? One of the main reasons I went with Giant (I have bought 3 eMTBs from them) was because I figured they were the biggest, so I wouldn't have to worry about support.
I'd appreciate any thoughts or suggestions.
Bruce