Is anyone else having delivery problems with Giant? I ordered two 2014 models last September and was given a delivery date of mid October by the shop. This was missed and moved to mid December which again Giant failed to honour and promised mid January. The dealer (Certini in Plymouth) have tried their best but for the third time the delivery has been moved, this time until mid March. Even a letter to the Managing Director at UK head office has gone unanswered making me think that Giant are not too concerned about their customers. Any thoughts anyone? These bikes are not cheap, perhaps I should be looking elsewhere?
Problems getting Giant Roam ebikes
- Thread starter willandrich
- Start date
Can not commment on this particular case but when I have had dealings with large companies it can sometimes be difficult to get through to the right person. I feel for the stockist as not his fault but it is annoying for you and them if the delivery keeps getting pushed back
please also don't forget that you and indeed everyone is a step in a supply chain.
You'll have been given a date by Certini, who will have been given a date by their Giant rep, or account manager in the UK, who will have been given a date by Giant Europe, who'll have been given a date by the guys in the far east... Those guys are building a bike from a group of components.
It could be Bosch holding things up, or it could be Shimano or anyone.
All these suppliers will be giving Giant a date, that could be slipping back, and hence the date moves back down the supply chain.
If you're ordering a bike that isn't in stock, there is always a chance that production dates can change, and it probably won't be anyone's fault.
The way we try to explain this to customers is that, if they are annoyed that they are delayed, the shop will be more annoyed because they might have more than one customer waiting... Giant UK might be going crazy about bikes they have waiting for 50 dealers.... Giant World might have 50 countries going crazy at them.
Chasing people up, shouting or getting annoyed won't speed anything up, as its generally way way down the supply chain thats causing the problem, and if they could speed up they would.
You'll have been given a date by Certini, who will have been given a date by their Giant rep, or account manager in the UK, who will have been given a date by Giant Europe, who'll have been given a date by the guys in the far east... Those guys are building a bike from a group of components.
It could be Bosch holding things up, or it could be Shimano or anyone.
All these suppliers will be giving Giant a date, that could be slipping back, and hence the date moves back down the supply chain.
If you're ordering a bike that isn't in stock, there is always a chance that production dates can change, and it probably won't be anyone's fault.
The way we try to explain this to customers is that, if they are annoyed that they are delayed, the shop will be more annoyed because they might have more than one customer waiting... Giant UK might be going crazy about bikes they have waiting for 50 dealers.... Giant World might have 50 countries going crazy at them.
Chasing people up, shouting or getting annoyed won't speed anything up, as its generally way way down the supply chain thats causing the problem, and if they could speed up they would.
It's as KTM says. Big component suppliers like Shimano demand that companies place their orders very long in advance and production is scheduled to match. A sudden increase in demand either overall or for certain models can lead to a bike producer running out of components. Further supplies ordered join the back of the supply queue and often mean long delays.
I remember one major e-bike manufacturer hunting the world for particular Shimano derailleurs, prepared to buy in small quantities just to keep their e-bike production going. They managed to buy a small batch from Italy in the end, but it only helped momentarily.
I remember one major e-bike manufacturer hunting the world for particular Shimano derailleurs, prepared to buy in small quantities just to keep their e-bike production going. They managed to buy a small batch from Italy in the end, but it only helped momentarily.
That is true always the problem with a worldwide supply chain where parts are made in many countries before assembly can take place.
Cannot argue with all the fair points made, but I thought one of the main rules of good business was to at least meet or preferably exceed a customers expectations. That is why I struggle to understand three missed deadlines and most significantly the MD not responding (over two weeks) to a reasonable letter asking for an explanation. Big brands invest so much in a positive image it does not seem unreasonable to expect a fair level of service. I agree nothing is achieved getting angry but neither should customers be taken for granted, thus sharing my frustration via this excellent forum.
They do not deserve you as a customer. Other brands are available. I would have voted with my feet long ago.
Giant's service is normally good in the end, but often somewhat slow, probably much to do with the large size of the company. Hopefully you will still get a response to your letter.
But having three missed deadlines is as explained. There are so many in the supply chain, each with their own potential problems, that an accurate answer co-ordinating all elements is difficult to achieve.
Often one intrinsic problem is the desire to give good service on the part of all concerned, leading each of them to give the most optimistic forecast for their part. Inevitably that greatly increases the chance of ultimate deadline failure.
There's something to be said for being pessimistic and giving the worst possible outcome. However, it loses business to rivals with product and I'm not convinced a customer is any more satisfied by the greater accuracy. They'd probably be more likely to complain of how dreadfully slow the company is to supply.
But having three missed deadlines is as explained. There are so many in the supply chain, each with their own potential problems, that an accurate answer co-ordinating all elements is difficult to achieve.
Often one intrinsic problem is the desire to give good service on the part of all concerned, leading each of them to give the most optimistic forecast for their part. Inevitably that greatly increases the chance of ultimate deadline failure.
There's something to be said for being pessimistic and giving the worst possible outcome. However, it loses business to rivals with product and I'm not convinced a customer is any more satisfied by the greater accuracy. They'd probably be more likely to complain of how dreadfully slow the company is to supply.
its possible Giant will reply, but I doubt it.
The problem they have (and we also have this problem) is we have no idea what the dealer is telling the customer.
So brands very rarely comment on individual cases.
just as an example....
Giant may well have told Certini it'll be 6 months for delivery and the dealer is just stringing you a long in an attempt to keep the sale.
So Giant won't get involved with your relationship with your dealer. They will communicate with the store. Just in the same way as Giant wouldn't expect you to contact Mr Shimano to ask why they are holding up Giant's delivery.
The problem they have (and we also have this problem) is we have no idea what the dealer is telling the customer.
So brands very rarely comment on individual cases.
just as an example....
Giant may well have told Certini it'll be 6 months for delivery and the dealer is just stringing you a long in an attempt to keep the sale.
So Giant won't get involved with your relationship with your dealer. They will communicate with the store. Just in the same way as Giant wouldn't expect you to contact Mr Shimano to ask why they are holding up Giant's delivery.
Giant don't seem bothered about selling ebikes in the UK.
The couple that are routinely offered are uninspiring.
I know it's a tiny market, but lots of buyers must be wary of brands they've never heard of which have to be ordered over the internet with uncertain back-up service.
Giant is a trusted brand and they could make real headway with traditional buyers looking for an ebike from a local dealer.
The couple that are routinely offered are uninspiring.
I know it's a tiny market, but lots of buyers must be wary of brands they've never heard of which have to be ordered over the internet with uncertain back-up service.
Giant is a trusted brand and they could make real headway with traditional buyers looking for an ebike from a local dealer.
True enough, but unsurprising given their UK experience with e-bikes. They were only successful with the Panasonic powered Lafree Twist series from 2001 to 2006, but complained of never being able to make any profit on them at the prices customers were prepared to pay at that time.
The following hub motored Suede, Twist and Express series haven't been well received in the UK and sold poorly through their dealer network, the Twist 1 and 2 models often being cleared by dealers after a couple of years at cost or less.
Meanwhile they do very well in the huge Dutch pedelec market which their e-bikes are more suited to, so one can hardly blame them for not designing to suit the tiny UK market.
its also more to do with the fact that their dealer network - ie the people who run the stores can't be bothered with eBikes. The vast majority of the UK industry just see's them as cheating, and being rubbish heavy bikes that are more trouble than they are worth.
I think it's about communication and honesty. We don't have lengthy supply chains like Giant but we do have long delivery times. Last year we ordered our 2013 stock in late summer 2012,with an anticipated delivery period January to March 2013,it was July before some of our models arrived,we kept customers informed and understood if they went elsewhere.
This year we ordered our 2014 bikes in early summer 2013,we have full stock now and are in a position to supply every bike from stock. I am currently working on my 2015 stocks.
If we run out it is not possible to get new orders quickly so we tend to over order but this hurts cash flow and causes big storage problems (bikes are not small product)....some suppliers intentionally under order to avoid these problems.
Some of the big suppliers have openly told me they cannot be bothered with the UK small e-bike market and supply the big German market as a priority...the Cube rep,based in Holland said that Cube is not interested in selling e-bikes into the UK.
Hope that explains a bit.
Dave
Kudoscycles
This year we ordered our 2014 bikes in early summer 2013,we have full stock now and are in a position to supply every bike from stock. I am currently working on my 2015 stocks.
If we run out it is not possible to get new orders quickly so we tend to over order but this hurts cash flow and causes big storage problems (bikes are not small product)....some suppliers intentionally under order to avoid these problems.
Some of the big suppliers have openly told me they cannot be bothered with the UK small e-bike market and supply the big German market as a priority...the Cube rep,based in Holland said that Cube is not interested in selling e-bikes into the UK.
Hope that explains a bit.
Dave
Kudoscycles
The Giant Full E and Full +1 look pretty good to me.
It is odd though that the two Giant dealers that I'm friendly with don't stock any Giant E-bikes though. Even odder as one them specializes is e-bike sales. I'll have to ask why.
Also for a company that can't be bothered, Cube have now had three reasonably recent reviews in UK MTB mags. Stealth are next up after having a recent review, and whilst I understand that a couple of other manufactures have long term test bikes out, it is still a game of catch up.
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It is odd though that the two Giant dealers that I'm friendly with don't stock any Giant E-bikes though. Even odder as one them specializes is e-bike sales. I'll have to ask why.
Also for a company that can't be bothered, Cube have now had three reasonably recent reviews in UK MTB mags. Stealth are next up after having a recent review, and whilst I understand that a couple of other manufactures have long term test bikes out, it is still a game of catch up.
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They do indeed, but this is new change in direction for Giant and not yet available. For the last six years they've been producing staid hub motor e-bikes in the Dutch style, short wheelbase, upright, comfortable pedelecs, great for the Dutch market where they've sold well but not appealing in Britain.
With these new Bosch and Yamaha powered e-models it looks like they are targeting Germany, the other big market, hopefully we'll see them arrive here in the UK and prompt their dealers to try again.
I really appreciate everyone's kind replies to my initial post. Some of the latter comments make me wonder if my decision to go for the Giant Roam represents the best value for money. I was initially inclined to go for a sub £1000 direct import that met our country lanes/byway requirements but my son (who used to work for Certini/Specialised in Saltash/Plymouth and was a National level cyclist on mountain bikes and road) persuaded me that the Giant was a better specification and had the back-up of a major brand as well as a reputable local dealer offering after sales service. Certini are also a very customer focused business (they certainly would not have given me a false delivery date) and because of my sons association with them were happy to give a very generous discount. Giant are quoting week 10 for delivery at the fourth attempt, I feel inclined to wait and see if this is fulfilled, otherwise my wife and I are keen to get out and about in the steep Devon countryside as the weather improves. Opinions/alternative suggestions to my strategy welcome!
If you get impatient with waiting and feel in need of getting out, you can come up for a ride on our Kalkhoffs in north Devon. Tomorrow is forecast to be dry.
Check out our bikes at www.bikehigher.co.uk. This is not a sales pitch - just an offer of a free ride.
Check out our bikes at www.bikehigher.co.uk. This is not a sales pitch - just an offer of a free ride.
I don't think your choice is a poor one, the build quality of Giant bikes and e-bikes is very high, and these new models are very attractive. As I remarked earlier, although sometimes a little slow as can happen with large companies, they do come good on service needs.
For example, an Isle of Man owner of a Suede, their cheapest ever e-model at £600, had trouble associated with the battery and charger. The Giant dealer there knew nothing about e-bikes which are a rarity there. Giant responded by sending out a new battery and charger together with testing equipment and comprehensive instructions for the dealer, which solved the problem. The costs of all that must have been high, the dealer having to return all the unused stuff to Giant afterwards.
That really is as good as it can get.
For example, an Isle of Man owner of a Suede, their cheapest ever e-model at £600, had trouble associated with the battery and charger. The Giant dealer there knew nothing about e-bikes which are a rarity there. Giant responded by sending out a new battery and charger together with testing equipment and comprehensive instructions for the dealer, which solved the problem. The costs of all that must have been high, the dealer having to return all the unused stuff to Giant afterwards.
That really is as good as it can get.
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