Giant Bicycles not so BIG on customer service!

Giant has been my brand of choice since my teens. Having recently replaced my Trance 2 after 11 years, with a new 2019 Fathom (up-spec), the decision was not easy given all the great products on the market these days. I reviewed several web-sites, watched hours of bike reviews and I finally decided to stick to what I know, moreover I had faith in Mikes Bikes (now Giant JHB). Much to my disappointment and after being assured that the Santour Axon fork would not disappoint, it started having issues after just 250km. Tom at Giant JHB he advised that the bushes on the fork seemed loose or worn as the fork had unusual movement. A week later, I had to follow up only to be told the fork needs to be sent to CT for inspection. I find this unacceptable, a brand new bike, Santours second best fork, I expect a replacement fork!