2021 Sourcebook

In continuing our efforts to deliver exceptional Warranty Support and Customer Service, Giant Bicycles Australia is proud to announce the launch of our Wheel Service Centre located at Giant Head Office, Mulgrave, Victoria. The Wheel Service Centre reflects Giant’s commitment to providing quality service and support to our dealers and consumers. The wheel service centre will handle both warranty repair and service (non-warranty) work for all Giant Wheelsystem products. Our in-house Wheel Service Technicians are Giant Wheelsystem specialists and are capable of handling all technical service and maintenance requirements for our performance Wheelsystems. Certain levels of our proprietary Wheelsystems require specialist tools and knowledge, only accessible through our Wheel Service Centre. We hope that this in house approach gives you and your staff greater confidence when selling Giant Bicycles equipped with Giant Wheelsystems As an authorised Giant retailer, you also have access to a large amount of spare parts required to service/repair Giant Wheelsystems in your own workshops, please contact our technicians who can help you order the correct parts, it is important to note that many Giant Wheelsystems do require specialist tools to properly perform repairs/service. PROCESS FOR INITIATING WARRANTY 1. A warranty related Wheelsystem claim should be initiated through the dealer portal or your sales agent. 2. The Giant Wheel Service Centre technician may contact you to request more information. 3. The Wheel Service Centre technician will then provide the dealer with the ‘wheel return form’ and a ‘return authorisation number’. 4. A copy of the completed ‘wheel return form’ must be returned to the Wheel Service Centre technician by email and a copy must also accompany the goods which are being returned. 5. The ‘return authorisation number’ must be clearly marked on the ‘goods return label’ and fixed to the outside of the returned carton PROCESS FOR INITIATING SERVICE 1. To initiate sending a wheel back for service or repair (non-warranty) please contact the Wheel Service Centre directly and obtain a ‘return authorisation number’ and the ‘wheel return form’. 2. A copy of the completed ‘wheel return form’ must be returned to the Wheel Service Centre technician by email and a copy must also accompany the goods which are being returned. 3. The ‘return authorisation number’ must be clearly marked on the ‘goods return label’ and fixed to the outside of the returned carton. 4. Once the goods are received and checked the Wheel Service Centre Technician will provide a quote to the dealer before commencing any repair work. IMPORTANT INFORMATION 1. Before lodging a WheelSystem related warranty claim, determine whether a problem with the Wheelsystem product is a warranty (fault of manufacture or workmanship) or a service matter and gather supporting information (images). 2. Follow the above process for initiating warranty or service. 3. All Wheels that are original spec on a Giant bicycle must have the serial number from the bike it came from. No warranty service will be issued without a complete and accurate serial number along with original proof of purchase. 4. Giant Bicycles Australia will not accept any Wheelsystems for warranty or service back to our warehouse unless a ‘return authorisation number’ has been issued. 5. Any Service costs will be charged to your Giant account with standard payment terms applied. TURNAROUND TIME Normal turnaround time for wheel warranty and service is 48 hours plus required shipping time. If additional issues arise, Giant will make every effort to communicate with you to ensure proper timelines are maintained. SERVICE CENTRE CONTACT Joey Slootman (Wheel Technician) Email: jslootman@giantbikes.com.au Phone: (03) 8541-4800 Fax: (03)9561-4815 Address: Unit 7, 3-5 Gilda Court, Mulgrave, Vic, 3170 SERVICE LABOUR CHARGES * WHEEL SERVICE COST Spoke Replacement Front Hub Service Rear Hub Service Wheel Build Wheel True $25.00 $30.00 $40.00 $100.00 $25.00 *Correct pricing inAUD as of July 2016, for up-to-date pricing please clarify with the wheel technician as these may be subject to change without notice GIANT WHEEL SERVICE CENTRE 266 SUPPORT | GIANT WHEEL SERVICE CENTRE