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6
Joined
6/10/2020
Location
RO
I have a big problem with the Canyon custormer service and i started searching online for information, I found this article on Pinkbike about a cracked Sender and how great the Canyon`s reply was. https://www.pinkbike.com/news/cracke...-repsonse.html
The most interesting part was "somebody with an @pinkbike.com email address may get priority (and I hope this isn't the case)". I want to share the experience of someone with a different email address.
Last year i had a minor crash on the road with my Canyon Torque. Realy important, on a road. not a dh track, not a drop, nothing on what the bike is built for, i just sliped on a road. Not a really good rider here. My crank arm bent like a twig. I contacted Canyon on 1 july, asking if i can buy another crank arm form them since i cant find the 165mm arm that was on the bike anywhere else. Also i said buy just because i wanted to speed things up and have a bike ready mid season. On 5th of september they answered,saying they can provide the crank arm , that it will be 89.99 euro and some payment options. Then they changed their minds and there was some emails excchanged and on 16 oct they concluded they will not send the crank arm and the discussion is over.
I bought a new crank arm and hoped i never have to deal with them again. First mail was on 1 july and they "solved" it on 18 oct. Nothing more to say except i rode my old bike last year.
This bring us to the current year.
Remeber i barely rode the Torque. I had a play in the rear shock. Something to do with the rebound circuit. The more dampening , the bigger the noise it made.
I sent an email with a video describing the issue on 30 march. No reply on that one so i made another warranty claim wich was answered on 18 may. During that time i sent the shock to a bike shop hoping they will fix it. The bike shop sent it back , saying it needs more then a service and its a warranty issue. In the meantime the answer from Canyon came on that 18 may email and i sent the shock to them. From the previous experience i was allready not looking forward to this one.
They said the damper was opened and that the measure spring has been forgotten in the last service. The problem is the shock was never serviced since i didnt get to ride my bike last year
It was opened because i sent it to the bike shop. So if any problems were with the shock it came like this when i bought the bike.
Anyway the last mail came on 4 june saying they will send the shock back to me unprocessed.
This year again i`m riding my old bike. I bought a new bike last year wich i didnt ride and also i couldnt sell my previous bike. Thank you Canyon
in conclussion . this is how Canyon customer service deals with mere mortals.
My question is . Is there anything i can do about this ?
The most interesting part was "somebody with an @pinkbike.com email address may get priority (and I hope this isn't the case)". I want to share the experience of someone with a different email address.
Last year i had a minor crash on the road with my Canyon Torque. Realy important, on a road. not a dh track, not a drop, nothing on what the bike is built for, i just sliped on a road. Not a really good rider here. My crank arm bent like a twig. I contacted Canyon on 1 july, asking if i can buy another crank arm form them since i cant find the 165mm arm that was on the bike anywhere else. Also i said buy just because i wanted to speed things up and have a bike ready mid season. On 5th of september they answered,saying they can provide the crank arm , that it will be 89.99 euro and some payment options. Then they changed their minds and there was some emails excchanged and on 16 oct they concluded they will not send the crank arm and the discussion is over.
I bought a new crank arm and hoped i never have to deal with them again. First mail was on 1 july and they "solved" it on 18 oct. Nothing more to say except i rode my old bike last year.
This bring us to the current year.
Remeber i barely rode the Torque. I had a play in the rear shock. Something to do with the rebound circuit. The more dampening , the bigger the noise it made.
I sent an email with a video describing the issue on 30 march. No reply on that one so i made another warranty claim wich was answered on 18 may. During that time i sent the shock to a bike shop hoping they will fix it. The bike shop sent it back , saying it needs more then a service and its a warranty issue. In the meantime the answer from Canyon came on that 18 may email and i sent the shock to them. From the previous experience i was allready not looking forward to this one.
They said the damper was opened and that the measure spring has been forgotten in the last service. The problem is the shock was never serviced since i didnt get to ride my bike last year
It was opened because i sent it to the bike shop. So if any problems were with the shock it came like this when i bought the bike.
Anyway the last mail came on 4 june saying they will send the shock back to me unprocessed.
This year again i`m riding my old bike. I bought a new bike last year wich i didnt ride and also i couldnt sell my previous bike. Thank you Canyon
in conclussion . this is how Canyon customer service deals with mere mortals.
My question is . Is there anything i can do about this ?
Maybe , or for sure , other people had problems and i`m looking for some advice how to proceed.
Lets get to the crank, this is obviously not a warranty issue, sure you asked Canyon for their help, but the easiest and quickest option would of been just going to your LBS and let them sort that out / ask the distributor what they have on stock. If Canyon built as specific crank size / colour / brand then that would of been fine, but then again there is always OEM stuff that isn't always available.
The shock issue is another story, may I ask what brand of shock and which country you live in?..if the shock was making noise and is was a warranty issue Brand?)..did the bikeshop attempt to fix the shock or did they contact the manufacturer/Distributor and report the issue, what was the shock Distributions answer to the noise? The reason why I am asking these questions is the if (Shock Brand) knows that there are shocks making noises, they should be able to send you a shock to the shop without any discussions...it can also be that they know its a direct sales brand and the support should also go through Canyon...like I mentioned every brand handles it differently.
Usually warranties can be sorted out quickly and sometimes there may be a small fee (Postage/Packinging) to be paid...
Long story short..
1. Crank in 165mm is pretty easy to find, and with the support of your LBS even easier.
2. Shock Warranties should be covered by Canyon, clear that up with your LBS and pay them a small fee for their troubles...
I hope I helped.
Good luck man
the crank arm problem is solved. the issue was i coundtn find a 165 mm crank arm at the moment. at least the one i had on my bike. that s why i asked Canyon. and i offered to pay for it from the start
The shock is a rockshox superdeluxe rct. I live in Romania. I sent the shock to the bike shop to attempt to fix it. They sent me back the shock saying they cant do it and i should make a waranty claim at Canyon.
I will talk with the guys at the bike shop again but they gave me the impression that this should be sorted by Canyon since its out of their knowledge
Have to tried to contact the Romanian SRAM Distr.?
SC DHS Bike Parts SRL
Str. Santuhalm 35 A Deva
330004 www.DhsBikeParts.ro
My advice would be to contact them, describe the problem and let them sort it out, remember to send them a copy of the receipt, code on the shock, maybe even the frame number of the Canyon. Just be prepared that it might not go your way and sometimes that can be the downside about direct sales brands.
Good luck
Second time I rode the bike I cased a jump and the rear end catastrophically failed. The shock yoke completely separated from the rear linkage and the bolts sheared in half. Bike crumpled up on itself. This wasn't a super gentle case but bolts should never shear in half, if anything my rim should have exploded...not the frame. This was in November of 2019. Contacted them and they needed me to send it in to assess for warranty issue.
After tons of back and forth they agreed that it was a warranty issue and replaced only the rear end and shock yoke. Got my bike back in a month or two .Rode it another time and heard what sounded like knocking from the rear end and the shock adjustments did nothing. Upon inspection the shock eyelet in the front triangle was cracked (they apologize for missing it) and the rear shock was fully blown.
Sent it back again.After tons of back and forth they basically said I could wait for a new frame to come from Germany (months) or they could swap it over to a new frame with a redesigned shock yoke (because the other one had issues...) with an X2 rear shock instead of the Rockshox. Chose that option and a month and a half later I had the bike. It showed up with both rotors bent during shipping and were unable to be straightened. Instead of dealing with Canyon I just bought new rotors and dealt with it. This was around mid April sometime.
It eventually ended up working out for me to actually get the nicer frame and rear shock but I lost months of riding time dealing with
TL;DR: Brand new bike was ridden 3 times over the course of 6 months and it was broken on two of those occasions.
guess everyone is trying to invoke different arguments to make it seem its not their responsability
i doubt i will have a better result with the sram distributor
i`ll just have to wait for canyon to "solve" the case and try to find another bike shop that can fix my rebound
thanks for all the imput
from what i see on the forums now its common knowledge Canyon is bad at making bikes and at customer service
How come we dont see an article or something in the bike industry media??
So they either chage their attitude or we stop buying from them
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